<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2007-7467</journal-id>
<journal-title><![CDATA[RIDE. Revista Iberoamericana para la Investigación y el Desarrollo Educativo]]></journal-title>
<abbrev-journal-title><![CDATA[RIDE. Rev. Iberoam. Investig. Desarro. Educ]]></abbrev-journal-title>
<issn>2007-7467</issn>
<publisher>
<publisher-name><![CDATA[Centro de Estudios e Investigaciones para el Desarrollo Docente A.C.]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2007-74672021000200163</article-id>
<article-id pub-id-type="doi">10.23913/ride.v12i23.1111</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Innovación de servicios en la atención a alumnos de los niveles medio superior y superior]]></article-title>
<article-title xml:lang="en"><![CDATA[Innovation of Services in the Attention to Students of the Upper Secondary and Higher Levels]]></article-title>
<article-title xml:lang="pt"><![CDATA[Inovação de serviços na atenção aos alunos do ensino médio e superior]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Guerrero Herrera]]></surname>
<given-names><![CDATA[Laura Araceli]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Terrones Cordero]]></surname>
<given-names><![CDATA[Aníbal]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Robles Francia]]></surname>
<given-names><![CDATA[Víctor Hugo]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Autónoma del Estado de Hidalgo  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Autónoma del Estado de Hidalgo Instituto de Ciencias Económico Administrativas ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad Juárez Autónoma de Tabasco División Académica de Ciencias Económico Administrativas ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2021</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2021</year>
</pub-date>
<volume>12</volume>
<numero>23</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S2007-74672021000200163&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S2007-74672021000200163&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S2007-74672021000200163&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen Esta investigación tuvo como objetivo determinar, desde la perspectiva de la reingeniería de procesos, los factores que posibilitan y obstaculizan la innovación de servicios en el área de atención a alumnos de una institución educativa privada del estado de Hidalgo, México, durante el periodo de enero de 2010 a diciembre de 2011. Las técnicas de investigación usadas fueron la documental, la observación participante, la realización de entrevistas a las ejecutivas de servicio de primera línea y un estudio de benchmarking interno, todo ello con el fin de formular propuestas de innovación de los servicios de atención a estudiantes. Los resultados permitieron identificar el servicio con mayor área de oportunidad y se trabajó en él para generar propuestas de innovación y capacitación del personal que pudieran mejorar la percepción del servicio entre los usuarios. La investigación sentó las bases para que la institución iniciara la migración de varios servicios a entornos virtuales, incluyendo la capacitación del personal para el uso de nuevas herramientas tecnológicas, a través de un plan adecuadamente estructurado.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract This research aimed to determine, from the perspective of process reengineering, the factors that enable and hinder the innovation of services in the area of attention to students of a private educational institution in the state of Hidalgo, Mexico, during the period of January from 2010 to December 2011. The research techniques used were documentary, participant observation, conducting interviews with front-line service executives and an internal benchmarking study, all with the aim of formulating innovation proposals for student care services. The results made it possible to identify the service with the greatest area of opportunity and work was done on it to generate proposals for innovation and staff training that could improve the perception of the service among users. The research laid the foundations for the institution to initiate the migration of various services to virtual environments, including the training of staff for the use of new technological tools, through a properly structured plan.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[Resumo Esta pesquisa teve como objetivo determinar, sob a ótica da reengenharia de processos, os fatores que possibilitam e dificultam a inovação dos serviços na área de atenção a estudantes de uma instituição de ensino privada no estado de Hidalgo, México, durante o período de janeiro. de 2010 a dezembro de 2011. As técnicas de pesquisa utilizadas foram documental, observação participante, realização de entrevistas com executivos de serviços de linha de frente e estudo de benchmarking interno, todas com o objetivo de formular propostas de inovação para o atendimento ao aluno. Os resultados possibilitaram identificar o serviço com maior área de oportunidade e nele se trabalhou para gerar propostas de inovação e capacitação de pessoal que pudessem melhorar a percepção do serviço entre os usuários. A pesquisa lançou as bases para que a instituição iniciasse a migração de diversos serviços para ambientes virtuais, incluindo a capacitação de pessoal para o uso de novas ferramentas tecnológicas, por meio de um plano devidamente estruturado.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[gestión de la innovación]]></kwd>
<kwd lng="es"><![CDATA[innovación de servicios]]></kwd>
<kwd lng="es"><![CDATA[mejora continua]]></kwd>
<kwd lng="es"><![CDATA[reingeniería de procesos]]></kwd>
<kwd lng="en"><![CDATA[innovation management]]></kwd>
<kwd lng="en"><![CDATA[service innovation]]></kwd>
<kwd lng="en"><![CDATA[continuous improvement]]></kwd>
<kwd lng="en"><![CDATA[process reengineering]]></kwd>
<kwd lng="pt"><![CDATA[gestão da inovação]]></kwd>
<kwd lng="pt"><![CDATA[inovação em serviços]]></kwd>
<kwd lng="pt"><![CDATA[melhoria contínua]]></kwd>
<kwd lng="pt"><![CDATA[reengenharia de processos]]></kwd>
</kwd-group>
</article-meta>
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