Elaboración de un estudio de carácter exploratorio para desarrollar una herramienta de identificación de alternativas de recuperación del servicio en la industria de servicio en el sector automotriz

Abstract

The research was conducted with the idea of developing a tool for service recovery in the Car Service Industry, we was chosen as shown in a target market of customers Serviteca “La Campiña “. This project was realized as an approach to developing a recovery tool by a series of written steps. The project was developed in two stages, the first investigation of the theoretical sources and literature and the second explore job through surveys of service quality. Was applied to 50 people and ended tool provides an approximate solution in order to avoid improvisation at the time of failure , minimize the importance of failure and provide a sense of security that comes after a failure and serve to identify the information relevant to a company with its attractive alternatives , using this tool costumer dissatisfaction is minimized .