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  • Estudio de Caso-11

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    Stephanie Morales
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    This document provides references for information on complaints and disruptive passengers on flights, quality of service and its importance, and commitment to service quality in automotive dealerships. It lists three sources: a sample unit from National Geographic Learning about complaints on flights, an article from Zenvia about the five pillars of quality service and its impact on customer retention, and a journal article studying commitment to service quality in Australian automotive dealerships.

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    ESTUDIO DE CASO-11

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    This document provides references for information on complaints and disruptive passengers on flights, quality of service and its importance, and commitment to service quality in automotive dealerships. It lists three sources: a sample unit from National Geographic Learning about complaints on flights, an article from Zenvia about the five pillars of quality service and its impact on customer retention, and a journal article studying commitment to service quality in Australian automotive dealerships.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    7 views1 page

    Estudio de Caso-11

    Uploaded by

    Stephanie Morales
    This document provides references for information on complaints and disruptive passengers on flights, quality of service and its importance, and commitment to service quality in automotive dealerships. It lists three sources: a sample unit from National Geographic Learning about complaints on flights, an article from Zenvia about the five pillars of quality service and its impact on customer retention, and a journal article studying commitment to service quality in Australian automotive dealerships.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
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    Referencias

    National Geographic Learning (2018). Complaints and disruptive Passengers. Recuperado


    de: https://ngl.cengage.com/assets/downloads_b/marketing_downloads/0462098737/
    Sample_Unit.pdf

    Cardozo Luana. Calidad del servicio: qué es, su importancia y los 5 pilares fundamentales.
    (2021) Zenvia. Recuperado de:
    https://www.zenvia.com/es/blog/calidad-del-servicio/#:~:text=La%20calidad%20del%20s
    ervicio%20no,perjudicar%20la%20fidelizaci%C3%B3n%20del%20contacto.

    Fraser, K., Watanabe, C. & Hvolby, H.-H. (2013). Commitment to service quality in
    automative dealerships: results from an australian pilot study. Journal of services, 13(1),
    7-29.

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