TY - GEN
T1 - Adaptation mechanisms and service quality dimensions in dynamic and turbulent environments
T2 - 28th ISTE International Conference on Transdisciplinary Engineering, TE 2021
AU - Barragán-Landy, Milton F.
AU - Sousa, Sérgio
AU - Romero, Fernando
N1 - Publisher Copyright:
© 2021 The authors and IOS Press.
PY - 2021/10/20
Y1 - 2021/10/20
N2 - Organizations internally seek to develop adaptation and resilience processes or adaptation mechanisms to cope with drastic changes in the environment in order to survive. The changes in the environment affect the perception of product and service quality by the consumer, which are related to customer satisfaction. The purpose of this work is to identify the service quality dimensions that are nested within organizations and the mechanisms to adapt its processes to the turbulent environment. Twenty-four multiple case studies in the construction sector were developed through semi-structured interviews with customers and managers. The results suggest that there are new service quality dimensions; from the customers perspective such as: requirements management and process optimization, emotional intelligence, ergonomic analysis, permanent training of masons, extra activity, monitoring and others. The adaptation mechanisms that organizations use to guarantee service quality are integral training, saved budget, paradigm change, management system, teamwork, and others.
AB - Organizations internally seek to develop adaptation and resilience processes or adaptation mechanisms to cope with drastic changes in the environment in order to survive. The changes in the environment affect the perception of product and service quality by the consumer, which are related to customer satisfaction. The purpose of this work is to identify the service quality dimensions that are nested within organizations and the mechanisms to adapt its processes to the turbulent environment. Twenty-four multiple case studies in the construction sector were developed through semi-structured interviews with customers and managers. The results suggest that there are new service quality dimensions; from the customers perspective such as: requirements management and process optimization, emotional intelligence, ergonomic analysis, permanent training of masons, extra activity, monitoring and others. The adaptation mechanisms that organizations use to guarantee service quality are integral training, saved budget, paradigm change, management system, teamwork, and others.
KW - Adaptation Mechanisms
KW - Construction Sector
KW - Service Quality Dimensions
KW - Transdisciplinary
KW - Turbulent environments
UR - https://publicaciones.ucuenca.edu.ec/ojs/index.php/medicina/article/view/4171
U2 - 10.3233/ATDE210111
DO - 10.3233/ATDE210111
M3 - Contribución a la conferencia
AN - SCOPUS:85119205593
T3 - Advances in Transdisciplinary Engineering
SP - 322
EP - 331
BT - Transdisciplinary Engineering for Resilience
A2 - Newnes, Linda
A2 - Lattanzio, Susan
A2 - Moser, Bryan R.
A2 - Moser, Bryan R.
A2 - Josip, Stjepandic
A2 - Wognum, Nel
PB - IOS Press BV
Y2 - 5 July 2021 through 9 July 2021
ER -