Examinando por Materia "CALIDAD DEL SERVICIO"
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Ítem Diagnóstico de la prestación del servicio al cliente en la Clínica Veterinaria El Country : consideraciones para la reestructuración del protocolo de servicio al cliente(Universidad EAFIT, 2018) Muñoz Higuera, Luz Karime; Fino Garzón, Diego Mauricio; Uribe de Correa, Beatriz AmparoÍtem Empoderamiento(Universidad EAFIT, 2009) Botero Soto, Juan FernandoWe are living in a highly competitive and innovative world in which consumers are increasingly demanding and better informed. This has driven organizations to constantly strive to be better at what they do in order to improve their position in the market, and be sustainable over time. As a tool for supporting companies’ efforts, academics and other experts frequently propose different managerial theories of continuous improvement, on topics such as empowerment, which may help companies to increase their competitiveness. It is quite common to find contradictions between managerial theory and its practical implementation within companies. This difficulty can be primarily explained by certain human aspects that are seldom considered to be part of the theories themselves, as models are usually designed for completely logical environments that do not incorporate human behavioral and psicological variables such as diverse or changing interests and points of view.Ítem Experiencia ideal del cliente de la academia Pole Sport Studio de Medellín(Universidad EAFIT, 2019) Rincón Serna, David Santiago; Durán Cortés, Luz María; Mejía Gil, María Claudia; Gaviria Lopera, MelisaThe growing need for body care, physical fitness trends and the rise of women who postpone motherhood and dedicate themselves to their careers have stimulated the development of gyms around the world. These people tend to look for places with user experience design and activities different from those that are traditionally done in them, which leads to pole dance as a different option. In this research we seek to know the current experience of the students of Medellín´s Pole Sport Studio through the emotions and their relationship with the positive and negative aspects of the users to create the ideal user experience. Most of the communication with the students of the academy is not directly spoken, which makes it difficult to obtain information about their expectations, behaviors and emotions. For the elaboration of this research, the qualitative method was used in an exploratory research, through two interviews to the professors, two interviews to the mothers of the students and two group sessions conducted to two focus groups in the Gesell chamber; the first with young people between the ages 13 to 18, and the second with women between the ages 20 to 30. The data obtained was organized in a map of user experiences, and based on them, improvement opportunities were identified in the experience maps. Finally, the blueprint was proposed as an alternative to be implemented by the academy, in order to achieve the ideal experience in the users.