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Contaduría y administración

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PARRA FERIE, Cecilia; RHEA GONZALEZ, Bertha Soraya  and  GOMEZ ROMAN, Conrado Ernesto. Methodological procedures for the study of restoration process servuctivos. Contad. Adm [online]. 2019, vol.64, n.1. ISSN 0186-1042.

In this research addresses basic issues related to the management of services and within it the leading role of the servuction as service creation process. It is performed the design of a procedure that allows the deployment of the different stages leading to the implementation of the new service concept and methodological basis for implementation. Are applied tools like Delphi consensus method applied by working with experts to determine the attributes of service options that are valued by customers. The feasibility of using Matrix Importance - Perceived Presence to set priorities for improvement in those attributes that are most important to customers and are less suitable is also demonstrated.

Keywords : Restaurateurs services; Servuctivos processes; Service attributes.

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