Abstract:The research aimed to design the commercial process management for service quality in an SME of the gastronomic sector of the city of Trujillo 2021. Having a mixed approach, applied, prospective, observational, exploratory, and nonexperimental. The sample consists of commercial processes, using the BPM methodology. We analyzed the data of the observation guide and interview guide applied, validated by expert judgment; as well as the SERVPERF model questionnaire, with Cronbach's Alpha reliability of 0.9733, bei… Show more
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