{"id":130,"date":"2014-09-06T17:18:03","date_gmt":"2014-09-06T17:18:03","guid":{"rendered":"http:\/\/www.on-school.com\/blog\/?p=130"},"modified":"2014-09-20T01:34:54","modified_gmt":"2014-09-20T01:34:54","slug":"gestion-de-servicios-y-la-educacion-vista-como-un-sistema-de-servicio-xvi","status":"publish","type":"post","link":"https:\/\/www.on-school.com\/blog\/gestion-de-servicios-y-la-educacion-vista-como-un-sistema-de-servicio-xvi\/","title":{"rendered":"Gesti\u00f3n de Servicios y la Educaci\u00f3n vista como un Sistema de Servicio (XVI)"},"content":{"rendered":"

Irene C.L y Jeannie Forbes nos mencionan en la lectura un modelo mencionado en clase. Nos dicen que a trav\u00e9s de la l\u00f3gica de servicio, el Modelo de Brechas de Calidad del Servicio (Gap Model of ServiceQuality) (Zeithaml, Parasuraman, & Berry, 1990) pudiera proveer una estructura para analizar la calidad del servicio. La brecha del cliente es la diferencia entre las expectativas de los estudiantes y las percepciones subjetivas de la experiencia actual.\u00a0 En la siguiente figura se muestra el Framework propuesto por I.C.L. Ng y J. Forbes para medir la calidad del servicio en la educaci\u00f3n mediante el Modelo de Brecas de la Calidad del Servicio de Zeithaml.<\/p>\n

\"Gap<\/a>
Gap model<\/figcaption><\/figure>\n

<\/p>\n

La autora nos explica cada uno de los gaps de la siguiente manera:<\/p>\n

Gap 1.-<\/strong> Es la diferencia entre lo que un estudiante espera y lo que una instituci\u00f3n piensa que el estudiante espera.<\/p>\n

Gap 2.-<\/strong> Es la diferencia entre el entendimiento de la instituci\u00f3n de las expectativas de los estudiantes y el desarrollo de los dise\u00f1os de servicio y Est\u00e1ndares.<\/p>\n

Gap 3.-<\/strong> Es la diferencia entre el desarrollo de los dise\u00f1os de servicio y est\u00e1ndares y la actual entrega del servicio, el cual surge debido a la complejidad del encuentro del servicio y la interacci\u00f3n entre los estudiantes y el staff<\/p>\n

Gap 4.-<\/strong> Es la diferencia entre la entrega del servicio y la comunicaci\u00f3n externa de la instituci\u00f3n, las promesas hechas por la marca\/escuela, los anuncios, fuerza de ventas, etc.<\/p>\n

Ideological gap.-<\/strong> Las autoras encontraron que la experiencia universitaria \/ educaci\u00f3n descubre un nuevo gap que es el ideol\u00f3gico. Esta es la diferencia entre el dise\u00f1o del servicio hacia el cumplimiento de las expectativas de los estudiantes y el dise\u00f1o del servicio hacia lo que la instituci\u00f3n cree que los estudiantes deber\u00edan experimentar. Es visto como la diferencia entre lo que los estudiantes quieren y la visi\u00f3n de la instituci\u00f3n de cu\u00e1l es en los mejores intereses de los estudiantes para que la instituci\u00f3n los provee. Nos dicen que este gap es siempre influenciado por los stakeholders como el gobierno, los patrones privados, los acad\u00e9micos mismos. La discusi\u00f3n se centra en donde la instituci\u00f3n deber\u00eda enfocar su curriculum, en la relevancia vocacional o en la excelencia acad\u00e9mica.<\/p>\n

Zeithaml propone que la llave de la calidad del servicio es tener cerrar y mantener cerrado todas las brechas en el framework, por lo que si todas las brechas son cerradas, la instituci\u00f3n entrega exactamente lo que el estudiante espera,\u00a0 llev\u00e1ndolo a la satisfacci\u00f3n.<\/p>\n

Me parece muy interesante lo que proponen Irene C.L y Jeannie Forbes partiendo del modelo de brechas de Zeithal, adem\u00e1s de que se apegan a los principios que Fitzsimmons, Alter, Vargo y Lusch.<\/p>\n","protected":false},"excerpt":{"rendered":"

Irene C.L y Jeannie Forbes nos mencionan en la lectura un modelo mencionado en clase. Nos dicen que a trav\u00e9s de la l\u00f3gica de servicio, el Modelo de Brechas de Calidad del Servicio (Gap Model of ServiceQuality) (Zeithaml, Parasuraman, & Berry, 1990) pudiera proveer una estructura para analizar la calidad del servicio. La brecha del […]<\/p>\n","protected":false},"author":1,"featured_media":131,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[6],"tags":[59,89,92,81,51,91,958,79,7,80,71,8,83,86,90,84,88,85,82,57,87],"class_list":["post-130","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-gestion-de-servicios-de-ti","tag-alter","tag-berry","tag-calidad-del-servicio","tag-education-as-service","tag-fitzsimmons","tag-gap-model","tag-gestion-de-servicios-de-ti","tag-irene-c-l","tag-iteso","tag-jeannie-forbes","tag-lusch","tag-maestria-en-informatica-aplicada","tag-maglio","tag-mcquitty","tag-modelo-de-brecas-de-la-calidad-del-servicio","tag-newman","tag-parasuraman","tag-sierra","tag-spohrer","tag-vargo","tag-zeithaml"],"yoast_head":"\nGesti\u00f3n de Servicios y la Educaci\u00f3n vista como un Sistema de Servicio (XVI) - 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