Factores de la satisfacción del cliente: perspectivas en restaurantes de comida rápida
Resumen
Esta investigación proporciona una minuciosa revisión bibliográfica sobre los conceptos y dimensiones de la satisfacción del cliente y su incidencia en restaurantes de comida rápida, tomando como principal fundamento a las principales dimensiones mencionadas dentro de la literatura en el que, se citan su respectivo nivel de incidencia de sus principales determinantes. Como producto se abre la pauta para indagar en temas como: qué impacto tiene y cómo se realiza la evaluación de la satisfacción del cliente y qué la determina en organizaciones pertenecientes al segmento de comida rápida. Su principal aporte está en dos horizontes; el primero en término de la academia, en donde estudiosos comprenderán y analizarán diversas perspectivas a considerar al estudiar a los consumidores; y en segunda instancia, a nivel de gestión proporciona una herramienta para la resolución de problemas y su aplicación pragmática en un entorno cada vez más competitivo.
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