Service quality management in SMEs in the State of Trujillo

<p>This study aims to propose a typology of service quality management capabilities for SMEs from the perspective of the manager and the organizational actor. The method was propositive-descriptive, based on the findings of an explanatory, non-experimental, field research, which applied a stru...

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Autores principales:	María Ysabel Briceño de Gómez, Belinda Elena Colina Arenas
Formato:	article
Lenguaje:	ES
Publicado:	Universidad Central de Venezuela 2021
Materias:	Management. Industrial management HD28-70 Business HF5001-6182
Acceso en línea:	https://doaj.org/article/ae5103b01fb344b7a8676474d23aadaa
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spelling	oai:doaj.org-article:ae5103b01fb344b7a8676474d23aadaa2021-11-25T23:41:45ZService quality management in SMEs in the State of Trujillo2542-3142https://doaj.org/article/ae5103b01fb344b7a8676474d23aadaa2021-07-01T00:00:00Zhttp://saber.ucv.ve/ojs/index.php/rev_GID/article/view/22707https://doaj.org/toc/2542-3142<p>This study aims to propose a typology of service quality management capabilities for SMEs from the perspective of the manager and the organizational actor. The method was propositive-descriptive, based on the findings of an explanatory, non-experimental, field research, which applied a structured, scaled questionnaire that sought to explain the quality of service management in SMEs in the municipalities of Valera, San Rafael de Carvajal, and Trujillo in the State of Trujillo. As a result, it was observed that there is heterogeneity in terms of service quality management, finding that, in general terms, an incipient management of these aspects prevails in these companies. This led to the creation of a typology of service quality management capabilities, which serves as a starting point for developing these capabilities in these enterprises that allow one to create, increase and improve the modeling capacity and influence of the managers in the capacities of the different organizational actors. The conclusion is that the manager is the fundamental actor who, based on a proactive, futuristic, and resilient attitude, must forge and self-manage their service quality management capabilities to lead the required transformations in order to optimize quality in their companies, give them sustainability, make them competitive and contribute to national development. Thus, it is necessary to create and recreate, strengthen, and innovate in their capacities for managing the quality of service and in their management models.</p> <strong>Keywords: </strong>Capacities; Management; Human Capital; Small enterprises; Venezuela<span style="white-space: pre;"> </span>María Ysabel Briceño de GómezBelinda Elena Colina ArenasUniversidad Central de VenezuelaarticleManagement. Industrial managementHD28-70BusinessHF5001-6182ESRevista Gestión I+D, Vol 6, Iss 2, Pp 270-314 (2021)
institution	DOAJ
collection	DOAJ
language	ES
topic	Management. Industrial management HD28-70 Business HF5001-6182
spellingShingle	Management. Industrial management HD28-70 Business HF5001-6182 María Ysabel Briceño de Gómez Belinda Elena Colina Arenas Service quality management in SMEs in the State of Trujillo
description	<p>This study aims to propose a typology of service quality management capabilities for SMEs from the perspective of the manager and the organizational actor. The method was propositive-descriptive, based on the findings of an explanatory, non-experimental, field research, which applied a structured, scaled questionnaire that sought to explain the quality of service management in SMEs in the municipalities of Valera, San Rafael de Carvajal, and Trujillo in the State of Trujillo. As a result, it was observed that there is heterogeneity in terms of service quality management, finding that, in general terms, an incipient management of these aspects prevails in these companies. This led to the creation of a typology of service quality management capabilities, which serves as a starting point for developing these capabilities in these enterprises that allow one to create, increase and improve the modeling capacity and influence of the managers in the capacities of the different organizational actors. The conclusion is that the manager is the fundamental actor who, based on a proactive, futuristic, and resilient attitude, must forge and self-manage their service quality management capabilities to lead the required transformations in order to optimize quality in their companies, give them sustainability, make them competitive and contribute to national development. Thus, it is necessary to create and recreate, strengthen, and innovate in their capacities for managing the quality of service and in their management models.</p> <strong>Keywords: </strong>Capacities; Management; Human Capital; Small enterprises; Venezuela<span style="white-space: pre;"> </span>
format	article
author	María Ysabel Briceño de Gómez Belinda Elena Colina Arenas
author_facet	María Ysabel Briceño de Gómez Belinda Elena Colina Arenas
author_sort	María Ysabel Briceño de Gómez
title	Service quality management in SMEs in the State of Trujillo
title_short	Service quality management in SMEs in the State of Trujillo
title_full	Service quality management in SMEs in the State of Trujillo
title_fullStr	Service quality management in SMEs in the State of Trujillo
title_full_unstemmed	Service quality management in SMEs in the State of Trujillo
title_sort	service quality management in smes in the state of trujillo
publisher	Universidad Central de Venezuela
publishDate	2021
url	https://doaj.org/article/ae5103b01fb344b7a8676474d23aadaa
work_keys_str_mv	AT mariaysabelbricenodegomez servicequalitymanagementinsmesinthestateoftrujillo AT belindaelenacolinaarenas servicequalitymanagementinsmesinthestateoftrujillo
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Service quality management in SMEs in the State of Trujillo

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