{"id":"https://openalex.org/W573738005","doi":null,"title":"Comparaci\u00f3n de la percepci\u00f3n de clientes y gerentes del grado en que la empresa satisface las expectativas del cliente","display_name":"Comparaci\u00f3n de la percepci\u00f3n de clientes y gerentes del grado en que la empresa satisface las expectativas del cliente","publication_year":2014,"publication_date":"2014-01-01","ids":{"openalex":"https://openalex.org/W573738005","mag":"573738005"},"language":"es","primary_location":{"id":"mag:573738005","doi":null,"is_oa":true,"landing_page_url":"https://econpapers.repec.org/RePEc:erv:observ:y:2014:i:199:04","pdf_url":null,"source":{"id":"https://openalex.org/S4210217256","display_name":"OBSERVAT\u00d3RIO DE LA ECONOM\u00cdA LATINOAMERICANA","issn_l":"1696-8352","issn":["1696-8352"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["vabb-shw"],"host_organization":"https://openalex.org/P4310321194","host_organization_name":"Servicios Academicos Intercontinentales","host_organization_lineage":["https://openalex.org/P4310321194"],"host_organization_lineage_names":["Servicios Academicos Intercontinentales"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"OBSERVAT\u00d3RIO DE LA ECONOM\u00cdA LATINOAMERICANA","raw_type":null},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://econpapers.repec.org/RePEc:erv:observ:y:2014:i:199:04","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5086645371","display_name":"M\u00f3nica Isabel L\u00f3pez Cardoza","orcid":"https://orcid.org/0000-0002-7839-9766","observed_orcids":["https://orcid.org/0000-0002-7839-9766"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"M\u00f3nica Isabel L\u00f3pez Cardoza","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5058511186","display_name":"Roc\u00edo Aguiar Sierra","orcid":"https://orcid.org/0000-0003-1450-1618","observed_orcids":["https://orcid.org/0000-0003-1450-1618"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Roc\u00edo Aguiar Sierra","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0003-1450-1618","affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5004837120","display_name":"Leny Michele Pinz\u00f3n Lizarraga","orcid":"https://orcid.org/0000-0001-9108-5000","observed_orcids":["https://orcid.org/0000-0001-9108-5000"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Leny M. Pinz\u00f3n Lizarraga","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":"199","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":0.9937000274658203,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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":0.9937000274658203,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0032999999821186066,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.0008999999845400453,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9980000257492065},{"id":"https://openalex.org/keywords/customer-expectations","display_name":"customer expectations","score":0.6840000152587891},{"id":"https://openalex.org/keywords/restaurant-service-quality","display_name":"restaurant service quality","score":0.5640000104904175},{"id":"https://openalex.org/keywords/managerial-perceptions","display_name":"managers' perceptions","score":0.5709999799728394},{"id":"https://openalex.org/keywords/food-quality","display_name":"food quality","score":0.8389999866485596},{"id":"https://openalex.org/keywords/pricing","display_name":"pricing","score":0.6499999761581421},{"id":"https://openalex.org/keywords/restaurant-environment","display_name":"restaurant environment","score":0.5860000252723694},{"id":"https://openalex.org/keywords/restaurant-chains","display_name":"restaurant chains","score":0.46299999952316284},{"id":"https://openalex.org/keywords/merida","display_name":"M\u00e9rida","score":0.9739999771118164}],"concepts":[{"id":"https://openalex.org/C15708023","wikidata":"https://www.wikidata.org/wiki/Q80083","display_name":"Humanities","level":1,"score":0.4433292746543884},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.3730994760990143},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","level":0,"score":0.2897111177444458}],"mesh":[],"locations_count":2,"locations":[{"id":"mag:573738005","doi":null,"is_oa":true,"landing_page_url":"https://econpapers.repec.org/RePEc:erv:observ:y:2014:i:199:04","pdf_url":null,"source":{"id":"https://openalex.org/S4210217256","display_name":"OBSERVAT\u00d3RIO DE LA ECONOM\u00cdA LATINOAMERICANA","issn_l":"1696-8352","issn":["1696-8352"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["vabb-shw"],"host_organization":"https://openalex.org/P4310321194","host_organization_name":"Servicios Academicos Intercontinentales","host_organization_lineage":["https://openalex.org/P4310321194"],"host_organization_lineage_names":["Servicios Academicos Intercontinentales"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"OBSERVAT\u00d3RIO DE LA ECONOM\u00cdA LATINOAMERICANA","raw_type":null},{"id":"pmh:oai:RePEc:erv:observ:y:2014:i:199:04","doi":null,"is_oa":false,"landing_page_url":"http://www.eumed.net/cursecon/ecolat/mx/2014/mercadotecnia.html","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":{"id":"mag:573738005","doi":null,"is_oa":true,"landing_page_url":"https://econpapers.repec.org/RePEc:erv:observ:y:2014:i:199:04","pdf_url":null,"source":{"id":"https://openalex.org/S4210217256","display_name":"OBSERVAT\u00d3RIO DE LA ECONOM\u00cdA LATINOAMERICANA","issn_l":"1696-8352","issn":["1696-8352"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["vabb-shw"],"host_organization":"https://openalex.org/P4310321194","host_organization_name":"Servicios Academicos Intercontinentales","host_organization_lineage":["https://openalex.org/P4310321194"],"host_organization_lineage_names":["Servicios Academicos Intercontinentales"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"OBSERVAT\u00d3RIO DE LA ECONOM\u00cdA LATINOAMERICANA","raw_type":null},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W7020268975","https://openalex.org/W7064026717","https://openalex.org/W4416754604","https://openalex.org/W7065522260","https://openalex.org/W2984118577","https://openalex.org/W7067244013","https://openalex.org/W88408190","https://openalex.org/W7065859436","https://openalex.org/W3174495813","https://openalex.org/W2473952212"],"abstract_inverted_index":{"En":[0,97],"esta":[1],"investigaci\u00f3n":[2,52],"se":[3,30,65,70,100,117],"analizan":[4],"el":[5,91,131],"grado":[6],"de":[7,9,12,19,22,27,35,45,50,59,75,82,125,133],"satisfacci\u00f3n":[8],"los":[10,13,36,46,76,98,103,126,134],"clientes":[11,83,104,127],"restaurantes":[14,23,60],"tipo":[15],"terraza":[16],"y":[17,29,55,69,78,95,128],"climatizados":[18],"una":[20,51,79],"cadena":[21],"en":[24,90,130],"la":[25,33,73,120],"ciudad":[26],"M\u00e9rida,":[28],"compara":[31],"con":[32,72],"percepci\u00f3n":[34],"gerentes":[37,77],"sobre":[38],"como":[39],"ellos":[40],"consideran":[41],"satisfacen":[42],"las":[43,123],"necesidades":[44],"clientes.":[47],"Se":[48],"trata":[49],"cuantitativa,":[53],"descriptiva":[54],"transversal.":[56],"El":[57],"total":[58],"a":[61,119],"analizar":[62],"fueron":[63,88],"8;":[64],"aplicaron":[66],"dos":[67],"instrumentos":[68],"trabaj\u00f3":[71],"totalidad":[74],"muestra":[80],"estratificada":[81],"(384).":[84],"Los":[85],"factores":[86],"evaluados":[87],"calidad":[89],"servicio,":[92],"platillo,":[93],"precio":[94],"entorno.":[96],"resultados":[99],"encontr\u00f3":[101],"que":[102,110,116],"reportaban":[105],"haber":[106],"recibido":[107],"un":[108],"servicio":[109],"superaba":[111],"sus":[112],"expectativas.":[113],"Por":[114],"lo":[115],"refiere":[118],"diferencia":[121],"entre":[122],"percepciones":[124],"gerentes,":[129],"46%":[132],"casos":[135],"no":[136],"existieron":[137],"diferencias.":[138]},"counts_by_year":[],"updated_date":"2026-10-28T10:33:24.094632","created_date":"2016-06-24T00:00:00"}
