Lean service quality model to improve the performance of service in automotive dealer

Descripción del Articulo

El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado.
Detalles Bibliográficos
Autores: Valenzuela, Franco, Estocalenko, Jeysev, Rojas, José, Raymundo, Carlos
Formato: artículo
Fecha de Publicación:2020
Institución:Universidad Peruana de Ciencias Aplicadas
Repositorio:UPC-Institucional
Lenguaje:inglés
OAI Identifier:oai:repositorioacademico.upc.edu.pe:10757/656345
Enlace del recurso:http://hdl.handle.net/10757/656345
Nivel de acceso:acceso embargado
Materia:8D model
Automotive dealer
Automotive sector
Continuous improvement
Lean Service
LSQ model
SERVQUAL
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network_acronym_str UUPC
network_name_str UPC-Institucional
repository_id_str 2670
dc.title.en_US.fl_str_mv Lean service quality model to improve the performance of service in automotive dealer
title Lean service quality model to improve the performance of service in automotive dealer
spellingShingle Lean service quality model to improve the performance of service in automotive dealer
Valenzuela, Franco
8D model
Automotive dealer
Automotive sector
Continuous improvement
Lean Service
LSQ model
SERVQUAL
title_short Lean service quality model to improve the performance of service in automotive dealer
title_full Lean service quality model to improve the performance of service in automotive dealer
title_fullStr Lean service quality model to improve the performance of service in automotive dealer
title_full_unstemmed Lean service quality model to improve the performance of service in automotive dealer
title_sort Lean service quality model to improve the performance of service in automotive dealer
author Valenzuela, Franco
author_facet Valenzuela, Franco
Estocalenko, Jeysev
Rojas, José
Raymundo, Carlos
author_role author
author2 Estocalenko, Jeysev
Rojas, José
Raymundo, Carlos
author2_role author
author
author
dc.contributor.author.fl_str_mv Valenzuela, Franco
Estocalenko, Jeysev
Rojas, José
Raymundo, Carlos
dc.subject.en_US.fl_str_mv 8D model
Automotive dealer
Automotive sector
Continuous improvement
Lean Service
LSQ model
SERVQUAL
topic 8D model
Automotive dealer
Automotive sector
Continuous improvement
Lean Service
LSQ model
SERVQUAL
description El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado.
publishDate 2020
dc.date.accessioned.none.fl_str_mv 2021-06-07T17:12:57Z
dc.date.available.none.fl_str_mv 2021-06-07T17:12:57Z
dc.date.issued.fl_str_mv 2020-01-01
dc.type.en_US.fl_str_mv info:eu-repo/semantics/article
format article
dc.identifier.issn.none.fl_str_mv 21945357
dc.identifier.doi.none.fl_str_mv 10.1007/978-3-030-25629-6_143
dc.identifier.uri.none.fl_str_mv http://hdl.handle.net/10757/656345
dc.identifier.eissn.none.fl_str_mv 21945365
dc.identifier.journal.en_US.fl_str_mv Advances in Intelligent Systems and Computing
dc.identifier.eid.none.fl_str_mv 2-s2.0-85069983424
dc.identifier.scopusid.none.fl_str_mv SCOPUS_ID:85069983424
dc.identifier.isni.none.fl_str_mv 0000 0001 2196 144X
identifier_str_mv 21945357
10.1007/978-3-030-25629-6_143
21945365
Advances in Intelligent Systems and Computing
2-s2.0-85069983424
SCOPUS_ID:85069983424
0000 0001 2196 144X
url http://hdl.handle.net/10757/656345
dc.language.iso.en_US.fl_str_mv eng
language eng
dc.relation.url.en_US.fl_str_mv https://link.springer.com/chapter/10.1007/978-3-030-25629-6_143
dc.rights.en_US.fl_str_mv info:eu-repo/semantics/embargoedAccess
eu_rights_str_mv embargoedAccess
dc.format.en_US.fl_str_mv application/html
dc.publisher.en_US.fl_str_mv Springer Verlag
dc.source.none.fl_str_mv reponame:UPC-Institucional
instname:Universidad Peruana de Ciencias Aplicadas
instacron:UPC
instname_str Universidad Peruana de Ciencias Aplicadas
instacron_str UPC
institution UPC
reponame_str UPC-Institucional
collection UPC-Institucional
dc.source.journaltitle.none.fl_str_mv Advances in Intelligent Systems and Computing
dc.source.volume.none.fl_str_mv 1018
dc.source.beginpage.none.fl_str_mv 917
dc.source.endpage.none.fl_str_mv 923
bitstream.url.fl_str_mv https://repositorioacademico.upc.edu.pe/bitstream/10757/656345/1/license.txt
bitstream.checksum.fl_str_mv 8a4605be74aa9ea9d79846c1fba20a33
bitstream.checksumAlgorithm.fl_str_mv MD5
repository.name.fl_str_mv Repositorio académico upc
repository.mail.fl_str_mv upc@openrepository.com
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spelling b1a1ee3bb4192be357c0795eac1137f7fd12b5a9b7fe88246ffafe111ea4fa4c349b70264869ebe5db60d2ac3278ea0a500f1b29165990ab4ce165cbf28f5e4ccd9500Valenzuela, FrancoEstocalenko, JeysevRojas, JoséRaymundo, Carlos2021-06-07T17:12:57Z2021-06-07T17:12:57Z2020-01-012194535710.1007/978-3-030-25629-6_143http://hdl.handle.net/10757/65634521945365Advances in Intelligent Systems and Computing2-s2.0-85069983424SCOPUS_ID:850699834240000 0001 2196 144XEl texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado.The service sector, specifically the automotive sector, has witnessed significant growth in the economy and is constantly searching for methods to improve its quality indexes with its customers; however, errors in general repairs are ever present in this tertiary activity. This document undertakes a practical study to measure the effectiveness of the Lean Service Quality (LSQ) model, which combines the development of a multi-elemental scale to measure service quality (SERVQUAL) and a conceptual/practical Lean Service model, with the aim of reducing the number of poorly performed technical repairs at a Toyota automobile dealership. The main result of the research was defining a practical guide to replicate the LSQ model. In addition, as the model’s first approach, the study demonstrated that, for the dealership under study, the rate of bad repairs was ultimately reduced by 5.17%.application/htmlengSpringer Verlaghttps://link.springer.com/chapter/10.1007/978-3-030-25629-6_143info:eu-repo/semantics/embargoedAccess8D modelAutomotive dealerAutomotive sectorContinuous improvementLean ServiceLSQ modelSERVQUALLean service quality model to improve the performance of service in automotive dealerinfo:eu-repo/semantics/articleAdvances in Intelligent Systems and Computing1018917923reponame:UPC-Institucionalinstname:Universidad Peruana de Ciencias Aplicadasinstacron:UPCLICENSElicense.txtlicense.txttext/plain; charset=utf-81748https://repositorioacademico.upc.edu.pe/bitstream/10757/656345/1/license.txt8a4605be74aa9ea9d79846c1fba20a33MD51false10757/656345oai:repositorioacademico.upc.edu.pe:10757/6563452021-06-07 17:12:58.376Repositorio académico upcupc@openrepository.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Lean service quality model to improve the performance of service in automotive dealer
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