{"id":"https://openalex.org/W2109550220","doi":"https://doi.org/10.31876/revista.v14i47.10544","title":"Calidad de Servicio y Recurso Humano: Caso Estudio Tienda por Departamentos","display_name":"Calidad de Servicio y Recurso Humano: Caso Estudio Tienda por Departamentos","publication_year":2009,"publication_date":"2009-12-01","ids":{"openalex":"https://openalex.org/W2109550220","doi":"https://doi.org/10.31876/revista.v14i47.10544","mag":"2109550220"},"language":"es","primary_location":{"id":"doi:10.31876/revista.v14i47.10544","doi":"https://doi.org/10.31876/revista.v14i47.10544","is_oa":true,"landing_page_url":"https://doi.org/10.31876/revista.v14i47.10544","pdf_url":"http://www.produccioncientificaluz.org/index.php/rvg/article/download/10544/10532","source":{"id":"https://openalex.org/S4210234276","display_name":"Revista Venezolana de Gerencia","issn_l":"1315-9984","issn":["1315-9984","2477-9423"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["anvur-scientific","doaj","erih-plus","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4310318780","host_organization_name":"University of Zulia","host_organization_lineage":["https://openalex.org/P4310318780"],"host_organization_lineage_names":["University of Zulia"],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Revista Venezolana de Gerencia","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"http://www.produccioncientificaluz.org/index.php/rvg/article/download/10544/10532","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5064441657","display_name":"Judith Josefina Hern\u00e1ndez Garc\u00eda de Velazco","orcid":"https://orcid.org/0000-0002-5621-9496","observed_orcids":["https://orcid.org/0000-0002-5621-9496"]},"institutions":[{"id":"https://openalex.org/I4210122353","display_name":"Universidad Nacional Experimental Rafael Mar\u00eda Baralt","ror":"https://ror.org/01zstgj41","country_code":"VE","type":"education","lineage":["https://openalex.org/I4210122353"]}],"countries":["VE"],"is_corresponding":false,"raw_author_name":"Judith Hern\u00e1ndez de Velazco","raw_affiliation_strings":["Universidad Nacional Experimental Rafael Maria Baralt","Universidad Nacional Experimental Rafael Mar\u00eda Baralt"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidad Nacional Experimental Rafael Maria Baralt","institution_ids":["https://openalex.org/I4210122353"]},{"raw_affiliation_string":"Universidad Nacional Experimental Rafael Mar\u00eda Baralt","institution_ids":["https://openalex.org/I4210122353"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5059853443","display_name":"Ana Cecilia Chumaceiro Hern\u00e1ndez","orcid":"https://orcid.org/0000-0002-8539-2853","observed_orcids":["https://orcid.org/0000-0002-8539-2853"]},"institutions":[{"id":"https://openalex.org/I4210122353","display_name":"Universidad Nacional Experimental Rafael Mar\u00eda Baralt","ror":"https://ror.org/01zstgj41","country_code":"VE","type":"education","lineage":["https://openalex.org/I4210122353"]}],"countries":["VE"],"is_corresponding":false,"raw_author_name":"Ana Cecilia Chumaceiro","raw_affiliation_strings":["Universidad Nacional Experimental Rafael Maria Baralt","Universidad Nacional Experimental Rafael Mar\u00eda Baralt"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidad Nacional Experimental Rafael Maria Baralt","institution_ids":["https://openalex.org/I4210122353"]},{"raw_affiliation_string":"Universidad Nacional Experimental Rafael Mar\u00eda Baralt","institution_ids":["https://openalex.org/I4210122353"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5017725356","display_name":"Edith Atencio C\u00e1rdenas","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I1648549","display_name":"Universidad del Zulia","ror":"https://ror.org/04vy5s568","country_code":"VE","type":"education","lineage":["https://openalex.org/I1648549"]}],"countries":["VE"],"is_corresponding":false,"raw_author_name":"Edith Atencio C\u00e1rdenas","raw_affiliation_strings":["La Universidad del Zulia","Universidad del Zulia, Zulia, Venezuela"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"La Universidad del Zulia","institution_ids":["https://openalex.org/I1648549"]},{"raw_affiliation_string":"Universidad del Zulia, Zulia, Venezuela","institution_ids":["https://openalex.org/I1648549"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":26,"citation_normalized_percentile":{"value":0.29837985,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"14","issue":"47","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9688000082969666,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9688000082969666,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11543","display_name":"Employee Performance and Motivation","score":0.01269999984651804,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11726","display_name":"Organizational Management and Innovation","score":0.007000000216066837,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9940000176429749},{"id":"https://openalex.org/keywords/human-resource-management","display_name":"human resource management","score":0.8320000171661377},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.8299999833106995},{"id":"https://openalex.org/keywords/customer-service-representatives","display_name":"customer service employees","score":0.6380000114440918},{"id":"https://openalex.org/keywords/department-store-retail","display_name":"department store retail","score":0.6930000185966492},{"id":"https://openalex.org/keywords/consumer-perception","display_name":"consumer perception","score":0.718999981880188},{"id":"https://openalex.org/keywords/consumer-preferences","display_name":"consumer preferences","score":0.7429999709129333},{"id":"https://openalex.org/keywords/maracaibo","display_name":"Maracaibo","score":0.8100000023841858}],"concepts":[{"id":"https://openalex.org/C15708023","wikidata":"https://www.wikidata.org/wiki/Q80083","display_name":"Humanities","level":1,"score":0.6403855085372925},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.48650211095809937},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","level":0,"score":0.20902502536773682}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.31876/revista.v14i47.10544","doi":"https://doi.org/10.31876/revista.v14i47.10544","is_oa":true,"landing_page_url":"https://doi.org/10.31876/revista.v14i47.10544","pdf_url":"http://www.produccioncientificaluz.org/index.php/rvg/article/download/10544/10532","source":{"id":"https://openalex.org/S4210234276","display_name":"Revista Venezolana de Gerencia","issn_l":"1315-9984","issn":["1315-9984","2477-9423"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["anvur-scientific","doaj","erih-plus","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4310318780","host_organization_name":"University of Zulia","host_organization_lineage":["https://openalex.org/P4310318780"],"host_organization_lineage_names":["University of Zulia"],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Revista Venezolana de Gerencia","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:05c4bc191c3c4b93af0a9c86201c024a","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/05c4bc191c3c4b93af0a9c86201c024a","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Revista Venezolana de Gerencia, Vol 14, Iss 47, Pp 458-472 (2009)","raw_type":"article"},{"id":"pmh:oai:redalyc.org:29014477009","doi":null,"is_oa":false,"landing_page_url":"https://www.redalyc.org/articulo.oa?id=29014477009","pdf_url":null,"source":{"id":"https://openalex.org/S4377196100","display_name":"Redalyc (Universidad Aut\u00f3noma del Estado de M\u00e9xico)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I179647637","host_organization_name":"Universidad Aut\u00f3noma del Estado de M\u00e9xico","host_organization_lineage":["https://openalex.org/I179647637"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Revista Venezolana de Gerencia (Rep\u00fablica Bolivariana de Venezuela) Num.47 Vol.14","raw_type":"art\u00edculo cient\u00edfico"}],"best_oa_location":{"id":"doi:10.31876/revista.v14i47.10544","doi":"https://doi.org/10.31876/revista.v14i47.10544","is_oa":true,"landing_page_url":"https://doi.org/10.31876/revista.v14i47.10544","pdf_url":"http://www.produccioncientificaluz.org/index.php/rvg/article/download/10544/10532","source":{"id":"https://openalex.org/S4210234276","display_name":"Revista Venezolana de Gerencia","issn_l":"1315-9984","issn":["1315-9984","2477-9423"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["anvur-scientific","doaj","erih-plus","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4310318780","host_organization_name":"University of Zulia","host_organization_lineage":["https://openalex.org/P4310318780"],"host_organization_lineage_names":["University of Zulia"],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Revista Venezolana de Gerencia","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8","score":0.5263000130653381}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2109550220.pdf","grobid_xml":"https://content.openalex.org/works/W2109550220.grobid-xml"},"referenced_works_count":5,"referenced_works":["https://openalex.org/W85462573","https://openalex.org/W2153290237","https://openalex.org/W2413590589","https://openalex.org/W2771624344","https://openalex.org/W6990837390"],"related_works":["https://openalex.org/W2168447342","https://openalex.org/W7047412163","https://openalex.org/W7065771051","https://openalex.org/W6981980136","https://openalex.org/W4392543463","https://openalex.org/W7048219430","https://openalex.org/W2999460766","https://openalex.org/W7029064966","https://openalex.org/W2966940281","https://openalex.org/W4312212860"],"abstract_inverted_index":{"Calidad":[0,172],"de":[1,15,42,57,68,79,103,112,120,153,169,173],"Servicio":[2,174],"es":[3,54,132],"una":[4,58,84],"estrategia":[5],"b\u00e1sica":[6],"para":[7,29,38,175],"enmarcar":[8],"la":[9,24,40,66,71,96,110,126],"estructura":[10],"y":[11,21,70,95],"funcionalidad":[12],"organizativa":[13],"dentro":[14],"par\u00e1metros":[16],"que":[17,45,61,125],"consideren":[18],"las":[19],"expectativas":[20],"necesidades":[22],"clientelares,":[23],"importancia":[25,72],"del":[26,52,73,88,106],"recurso":[27,74,162],"humano":[28,75],"dar":[30],"respuesta":[31],"a":[32],"estas":[33],"exigencias":[34],"debe":[35,142],"ser":[36,143],"determinante":[37],"garantizar":[39],"calidad":[41,67],"los":[43,77,135,176],"servicios":[44],"ofertan.":[46],"Por":[47],"lo":[48,140],"tanto,":[49],"el":[50,114,161],"prop\u00f3sito":[51],"art\u00edculo":[53],"revisar":[55],"resultados":[56],"investigaci\u00f3n":[59,92],"preliminar":[60],"tuvo":[62],"como":[63,130,137],"objetivo":[64],"evaluar":[65],"servicio":[69,131],"espec\u00edficamente":[76],"empleados":[78],"atenci\u00f3n":[80,127],"al":[81,128],"cliente":[82,129],"en":[83,109,145,171],"tienda":[85],"por":[86,134,139],"departamentos":[87],"Estado":[89],"Zulia.":[90],"La":[91],"fue":[93,98,117],"descriptiva":[94],"muestra":[97],"probabil\u00edstica-intencional-casual":[99],"escogida":[100],"entre":[101],"clientes":[102,136],"dos":[104],"tiendas":[105],"grupo":[107],"ubicadas":[108],"ciudad":[111],"Maracaibo,":[113],"instrumento":[115],"aplicado":[116],"un":[118,167],"cuestionario":[119],"elecci\u00f3n":[121],"m\u00faltiple.":[122],"Se":[123],"evidencia":[124],"percibida":[133],"regular-mala":[138],"tanto":[141],"mejorada":[144],"sus":[146],"\u00e1reas":[147],"cr\u00edticas,":[148],"tambi\u00e9n":[149],"se":[150,164],"determinaron":[151],"factores":[152],"inter\u00e9s":[154],"seg\u00fan":[155],"preferencias":[156],"clientelares":[157],"todos":[158],"relacionados":[159],"con":[160],"humano,":[163],"recomienda":[165],"dise\u00f1ar":[166],"programa":[168],"entrenamiento":[170],"empleados.":[177]},"counts_by_year":[{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":7},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":4},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":1}],"updated_date":"2026-09-29T14:09:16.559479","created_date":"2016-06-24T00:00:00"}