DSpace UEES

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Now showing 1 - 5 of 10

Recent Submissions

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La Calidad del Servicio: Un Pilar Fundamental en las Empresas de Servicios

(2023) RIVAS MORAN ALVARO MANUEL

The quality of service is an essential element for service-based companies as it significantly influences the reputation and satisfaction of customers, which plays a crucial role in the success of companies. This article aims to study the importance of service quality as a fundamental pillar in businesses, to understand the various theoretical models and approaches that have been used to measure and evaluate service quality in companies, such as the SERVQUAL model and the approach focused on customer expectations and perceptions. Conceptual elements, dimensions, and basic characteristics are reviewed. Analyzing the concept of customer satisfaction is based on their experience with the service and can have a significant impact on user loyalty. On the other hand, dissatisfaction can lead to the loss of existing consumers and a negative reputation in the market, which could have devastating consequences for companies. It is concluded that future research should be conducted on service quality, as this can be a competitive differentiator and a crucial element for business relationships, as a poor experience can negatively affect buying and selling processes, as well as consumer retention.

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Liderando a la Generación Z: Variables y Rasgos del Líder para Potenciar y Retener a los Colaboradores

(2023) ZAMBRANO BALLADARES PEDRO RICARDO

Organizations are currently facing a new generation of people who are highly potential to fill the different vacancies that may arise within it, the so-called Generation Z. This article aims to identify the different variables that a leader has to modify to direct this new segment of collaborators who present changes in behavior and have other expectations in potentializing themselves within an organization. It is proposed to analyze the expectations of this new segment to conclude on the suggestion of leader traits that can effectively influence the potentialization of this segment and not premature abandonment of work.

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Factores que Inciden en la Satisfacción del Cliente en Empresas de Servicios: Una aproximación teórica

(2024) CHAMAIDAN TENELEMA XAVIER HUMBERTO

In a business market characterized by its high competitiveness and focus on customer experience, deeply understanding the elements that make up customer satisfaction becomes essential. The central objective of this research is to identify the critical factors that influence customer satisfaction in the field of service companies. It is concluded that there are tangible, individual organizational factors that can influence customer satisfaction, such as: quality of service, effective communication, customer service, staff competence, personalization of services, perception of value and company reputation

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Liderazgo Transformacional y su Relación con el Clima Laboral

(2024) FRANCO PROANO EDGAR SAUL; PENAFIEL FERNANDEZ ANGIE INES

Transformational leadership has been conceptualized as a set of skills that are capable of creating favorable conditions with regard to the work environment, being feasible to effectively promote staff, guiding them towards good business development, in which one of the Fundamental aspects are motivation, communication and mutual interest. The objective of this research is to analyze the practice of transformational leadership in the business environment, as well as its relationship with the work environment as an important source of potential development with leadership practice. The methodology used was descriptive, non-experimental, with a qualitative approach, using the bibliographic method to collect information, in which, through the analysis of scientific journals and reference documents, it has been possible to conclude that transformational leadership affects

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Inteligencia Emocional del Líder y su Impacto en el Clima Organizacional: Una Revisión Teórica

(2024) ALMENDARIZ CAYAMCELA JESSICA MERCEDES

The balance and management of Emotional Intelligence (EI) applied in leadership have a significant effect on the optimal performance of employees within the professional context. This theoretical review article aims to examine the relationship between the leader's emotional intelligence and its impact on the organizational climate. Different theories and approaches related to the leader's emotional intelligence are reviewed, and previous research exploring the relationship between these two variables is analyzed. Furthermore, various components of EI are discussed, and how they can influence the work climate. It conclud that the inclusion of EI in the leader leads to a series of attributes linked to performance, satisfaction and development for the members organizational health in a positive’s work climate.