A MODEL TO MEASURE THE QUALITY SERVICE IN A LOCAL COMPANY OF PIZZA IN LOS MOCHIS, SINALOA

摘要：

The SERVQUAL model was redesigned in relation to the context of the local company MetroPizza, in Los Mochis, Sinaloa; the main change was the orientation of the visual that corresponds to the intensive use of the image of the transnational franchises, to the taste, that represents a competitive advantage in local firms that know the flavor in the culture of regional. The differences between the expected, and perceived quality service were analyzed through the dimensions proposed by Zeithaml & Bitner (2002). The results show in the tangible, that customers expect more flavor than the image.

作者: José Guadalupe Vargas Hernández Ernesto Guerra García Mario Guadalupe Zazueta Felix

作者单位: University Center for economic and managerial sciences.Universidad de GuadalajaraPeriférico Norte 79 Universidad Autónoma Indígena de MéxicoGeranios 1363 Pte.Jardines de Fátima.C.P.81200. Metropizza Blvd.Macario Gaxiola y Carretera Internacional México15 Km.5

会议类型: 国际会议

会议名称: 第四届创新与创业国际学术会议

会议地点: 北京

会议语种:英文

页码: 1-21

在线出版日期: 2011-07-01（万方平台首次上网日期，不代表论文的发表时间）