Revision of guidelines in the implementation of inclusive service strategies based on the internal and external customer
DOI:
https://doi.org/10.62452/fpnj2t68Keywords:
Quality, external customer, internal customer, product / serviceAbstract
The National Development Plan 2017-2021, in addition to the Constitution of Ecuador, raises among some of its objectives, the development of an inclusive, equitable and supportive society. Higher Education Institutions (IES), are immersed in this reality, so they must observe what is established in the legal norms, as well as the great global trends in the provision of services. Therefore, the purpose of this article is to unveil the implementation of inclusive service strategies based on internal and external clients, framed within a documentary and descriptive investigation, within the qualitative paradigm. It is concluded that HEIs must focus on complying with multiple parameters, in order to meet the inclusion objetives set, all this without losing sight of the fact that they are service providers, from human beings to human beings, and for this it is convenient reinforce inclusive service strategies that allow compliance with legal norms, while satisfying the needs of clients, both internal and external, forming a University Community that is tolerant and inclusive.
Downloads
References
Albrecht, K. (1990). La revolución del servicio. Legis.
Consorcio de Organizaciones Privadas de Promoción al Desarrollo de la Micro y Pequeña Empresa. (2009). Ciclo de Servicio. https://sptf.info/images/ciclo_de_servicio.pdf
Crosby, P. (1998). La Calidad No Cuesta. Compañía Editorial Continental.
Duxbury, L. (2003). Management of people in the 21st Century: Best practices. FLACSO.
Ecuador. Secretaría Nacional de Planificación y Desarrollo, Senplades. (2017). Plan Nacional de Desarrollo 2017-2021. https://www.planificacion.gob.ec/wp-content/uploads/downloads/2017/10/PNBV-26-OCT-FINAL_0K.compressed1.pdf
Ecuador. Universidad Metropolitana. (2018). Informe de Acción Afirmativa P43. UMET.
Ecuador. Universidad Metropolitana. (2019). Informe de Rendición de Cuentas del año 2018. UMET.
Pérez Torres, V. C. (2006). Calidad Total en la atención al cliente. Pautas para garantizar la excelencia en el servicio. Ideas propias.
Prieto, J. E. (2014). Gerencia del Servicio. La clave para ganar todos. ECOE.
Downloads
Published
Issue
Section
License
Copyright (c) 2020 Andrés Santiago Toledo Andrade, Maryorie Nataly Varela Vielma, Pedro Manuel Cabeza García (Autor/a)
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Authors who publish in Revista Metropolitana de Ciencias Aplicadas (REMCA), agree to the following terms:
1. Copyright
Authors retain unrestricted copyright to their work. Authors grant the journal the right of first publication. To this end, they assign the journal non-exclusive exploitation rights (reproduction, distribution, public communication, and transformation). Authors may enter into additional agreements for the non-exclusive distribution of the version of the work published in the journal, provided that acknowledgment of its initial publication in this journal is given.
© The authors.
2. License
The articles are published in the journal under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License (CC BY-NC-SA 4.0). The terms can be found at: https://creativecommons.org/licenses/by-nc-sa/4.0/deed.en
This license allows:
- Sharing: Copying and redistributing the material in any medium or format.
- Adapting: Remixing, transforming, and building upon the material.
Under the following terms:
- Attribution: You must give appropriate credit, provide a link to the license, and indicate if any changes were made. You may do this in any reasonable manner, but not in any way that suggests the licensor endorses or sponsors your use.
- NonCommercial: You may not use the material for commercial purposes.
- ShareAlike: If you remix, transform, or build upon the material, you must distribute your creation under the same license as the original work.
There are no additional restrictions. You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
