JEFAS (antes Cuadernos de Difusión) Vol. 7 Nº 13 (2002)
URI permanente para esta colecciónhttps://hdl.handle.net/20.500.12640/4109
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Ítem Solo Metadatos 10 years of service quality measurement: reviewing the use of the SERVQUAL instrument(Universidad ESAN. ESAN Ediciones, 2002-12-30) Nyeck, Simon; Morales, Miguel; Ladhari, Riadh; Pons, FrankIn 1988, Parasuraman, Zeithaml, and Berry developed an instrument to measure the quality of service. Since that date, this instrument has been used in numerous studies on different industries and in different countries, both by academics and professionals. However, despite its wide dissemination, few studies deal with the dimensionality and validity aspects of this measurement scale. This article describes the practices observed in relation to these aspects through the analysis of the studies that SERVQUAL has used during the last ten years. From a sample of 60 empirical studies using the SERVQUAL scale, the main aspects of validity dealt with by each author are analysed, using an analysis template adapted from the study of Stokes and Miller (1975). Based on the available data, the study suggests that the scale developed by Parasuraman, Zeithaml, and Berry (1988) does not present a stable dimensional structure of five factors. Finally, the article evaluates the influence of the characteristics of the research design on the reliability of SERVQUAL.Ítem Solo Metadatos Adopción e implementación del comercio electrónico por empresas medianas en el Perú: un estudio de casos(Universidad ESAN. ESAN Ediciones, 2002-12-30) Yamakawa Tsuja, Peter; Serida Nishimura, JaimeThis paper examines the factors associated with the adoption of electronic commerce and the relationship between these factors and the degree of implementation of this technology in medium-sized companies in Peru. It does so base on the empirical evidence provided by companies that represent successful experiences in the use of electronic commerce. Also, in response to the need to use a unit of measurement different from the binary one adopts/does not adopt to establish the degree of implementation of the technology of electronic commerce, this research presents a measurement proposal that considers four dimensions: volume, diversity, amplitude, and depth. The framework of analysis comes from the theory of the diffusion of innovations.Ítem Solo Metadatos Desafíos de la pequeña y mediana empresa: un cluster de calzado en el Brasil(Universidad ESAN. ESAN Ediciones, 2002-12-30) Swirski de Souza, Yeda; Bernal Setubal, JeffersonThe purpose of this article is to develop a general analysis of how small businesses establish and conquer their market share in the Brazilian footwear cluster. The selected organizations, each of which gives rise to a case study, deserve special attention since they survive and improve their performance despite the limitations that the stratum of small businesses usually faces.Ítem Solo Metadatos Fortalecer la competitividad internacional y dimensiones sociales del desarrollo: correlaciones y contradicciones(Universidad ESAN. ESAN Ediciones, 2002-12-30) Messner, DirkGlobalization requires countries to strengthen and open their economies if they seek to connect successfully to the world economy, but what happens to the social dimension when countries try to achieve competitiveness? This article analyzes the articulations, disarticulations, and interactions that occur between competitiveness, the fight against poverty and social development. First, it explains how the relationships established between these three elements depend on the level of development achieved and, consequently, differ in the different regions. Next, the links and interdependencies between policies aimed at strengthening competitiveness and policies aimed at achieving social development are examined. Then, the concepts and previous approaches are illustrated with examples taken from the Latin American reality. The author ends up proposing four types of social policies, defined by the objectives or functions they fulfill.Ítem Solo Metadatos Global strategies for domestic firms in emerging economies in a world of multinationals: toward a model(Universidad ESAN. ESAN Ediciones, 2002-12-30) Li, MingfangAn issue little studied in the field of global strategic management is that of the strategies that local companies in emerging economies must adopt to effectively face the challenges of a globalized economy replete with multinationals. This article explores key dimensions of local business strategies, reviews the main elements of business strategies, corporate strategy, global orientation and the mixture of competitive approaches. It then integrates these dimensions and strategic elements into a conceptual framework that identifies viable types of strategies so that local companies in emerging economies can compete effectively with their powerful and resource-rich counterparts. The research considers previous contributions, limitations and future lines of research.Ítem Solo Metadatos Hospital Nervios de Acero: la excepción confirma la regla..., ¿las excepciones también?(Universidad ESAN. ESAN Ediciones, 2002-12-30) Tateishi Saito, VíctorThis work studies the case of a hospital specialized in neurological surgery and how top management in order to improve their services, decides to hire three specialized doctors with studies abroad, with special considerations causing conflicts between colleagues because the rules do not, they were given to everyone equally.Ítem Solo Metadatos Plásticos Forte S.A.(Universidad ESAN. ESAN Ediciones, 2002-12-30) Mendiola, AlfredoThis is a case study in which a consultant analyzes the possibility of his client entering the Peruvian plastics market through a strategic alliance with Plásticos Forte a Peruvian capital company dedicated to the manufacture import and sale of plastic items. To this end the economic situation of Peru the plastics sector and the situation about Plásticos Forte company are analyzed.Ítem Solo Metadatos Profuturo AFP: cambio organizacional impulsado por el plan estratégico de recursos humanos(Universidad ESAN. ESAN Ediciones, 2002-12-30) Arbaiza Fermini, Lydia; Labarta, EmilioThis document explains about the improvement strategies carried out by the new management of Profuturo AFP based on a management quality plan applied with the purpose of leading the market obtaining greater growth profitability brand positioning and achieving the fidelity of its affiliates. This change in the organization is based on a system whose fundamental objective is the fulfillment of the goals and objectives established in the strategic planning of the organization through the development of the workers in the improvement of their performance and personal well-being offering tools of education training and staff satisfaction resulting in the improvement of the working environment.Ítem Solo Metadatos La transición hacia la mediana empresa y el desarrollo exportador: el caso de Acrimetal en el Perú(Universidad ESAN. ESAN Ediciones, 2002-12-30) Roca Tavella, Santiago; Vargas Becerra, BraulioThe present case study discusses the relevance of competitive small business as a seed of endogenous productive development and natural way for the emergence of medium-sized enterprises. After analysing the business structure in Peru and identifying the elements that inhibit growth, it examines the origin and trajectory of Acrimetal, a small leading company in the manufacture of mannequins that despite the limitations of the environment has managed to overcome the survival and develop an expectant position to undertake its transition towards medium-sized businesses and export activity. The empirical evidence found allows, through the notion of Schumpeterian underdevelopment, to explain the nature of the risks that Acrimetal and other non-technical industries face when they intend to participate in international trade and direct their efforts to large and high purchasing power markets, where their organization productive and lack of commercial links prevent them from capturing surpluses.
