Análisis de implementación de desarrollo organizacional y su incidencia en el servicio al cliente de la microempresa artesanal mecánica industrial y automotriz Vásquez de la ciudad de Guayaquil, 2015
Fecha
2016
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Universidad de Guayaquil
Resumen
Se desarrolló un trabajo de campo como proyecto de investigación para conocer las características que definen a la variable desarrollo organizacional y servicio al cliente. Para el efecto de la ejecución del proyecto se aplicó un diseño de investigación no experimental, por qué no se manipularían ninguna de las variables. Adicional el estudio es cuali-cuantitativo y transversal porque lo realizamos por una sola vez. Los métodos utilizados fueron el analítico-sintético, deductivo-inductivo e hipotético-deductivo, con estos tres métodos se realizó la operacionalización de las variables para el desarrollo de referentes teóricos y estudio de la situación problema. La unidad de estudio fue la microempresa artesanal mecánica industrial y automotriz Vásquez de la ciudad de Guayaquil. Finalmente se encontró que existe incidencia del desarrollo organizacional en el servicio al cliente.
A field work was developed as a research project to know the characteristics that define the variable organizational development and customer service. For the effect of the project implementation, a non-experimental research design was applied, so that none of the variables could be manipulated. In addition, the study is qualitative and cross-sectional because it is performed only once. The methods used were the analytical-synthetic, deductive-inductive and hypothetical-deductive, with these three methods the operationalization of the variables was performed for the development of theoretical referents and study of the problem situation. The unit of study was the small industrial and automotive mechanic Vásquez microenterprise of the city of Guayaquil. Finally, it was found that there is an incidence of organizational development in customer service.
A field work was developed as a research project to know the characteristics that define the variable organizational development and customer service. For the effect of the project implementation, a non-experimental research design was applied, so that none of the variables could be manipulated. In addition, the study is qualitative and cross-sectional because it is performed only once. The methods used were the analytical-synthetic, deductive-inductive and hypothetical-deductive, with these three methods the operationalization of the variables was performed for the development of theoretical referents and study of the problem situation. The unit of study was the small industrial and automotive mechanic Vásquez microenterprise of the city of Guayaquil. Finally, it was found that there is an incidence of organizational development in customer service.
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Palabras clave
INCIDENCIA, DESARROLLO ORGANIZACIONAL, SERVICIO AL CLIENTE