Some insights for a relationship marketing model integrating SERVQUAL and customer loyalty in dental clinics

The demand of new services, the emergence of new business models, insufficient innovation, underestimation of customer loyalty and reluctance to adopt new management are evidence of the deficiencies and the lack of research about the relations between patients and dental clinics. In this article we propose the structure of a model of Relationship Marketing (RM) in the dental clinic that integrates information from SERVQUAL, Customer Loyalty (CL) and activities of RM and combines the vision of dentist and patient. The first pilot study on dentists showed that: they recognize the value of maintaining better patients however they don't perform RM actions to retain them. They have databases of patients but not sophisticated enough as compared to RM tools. They perceive that the patients value "Assurance" and "Empathy" (two dimensions of service quality). Finally, they indicate that a loyal patient not necessarily pays more by the service. The proposed model will be validated using Fuzzy Logic simulation and the ultimate goal of this research line is contributing a new definition of CL.

Metodología para el análisis de la relación entre la competividad y la preparación tecnológica en 135 economías mundiales. Factores e indicadores clave de actuación. Conglomerados.

La investigación, plantea como podemos evaluar la competividad en 135 países a partir únicamente de variables tecnológicas. En la metodología se plantea el Protocolo de Cálculo para el total de las economías seleccionadas dentro de los periodos 2005-2006 y 2007-2008, realizando una evaluación estadística. Y estableciendo una discusión, donde analizamos la explicación de las relaciones así como la interpretación de los resultados. Finalmente, evaluamos las conclusiones para las economías mundiales. Dentro de estas economías, localizamos las variables que tienen que priorizarse para mejorar la competividad de las mismas. Estas variables par ten inicialmente de un grupo de 68, y al final de la implementación del método se reducen notablemente. Estas variables finales, llamadas Indicadores Claves de Actuación, se agrupan en factores (Factores Clave de Actuación) que nos simplifican notablemente lo planteado. Para cada grupo de economías se realizan los conglomerados de acuerdo a sus valores dentro de las variables seleccionadas. Se evalúa país a país un análisis detallado de su posicionamiento para cada uno de los Indicadores Claves de Actuación seleccionados matemáticamente. La principal voluntad de la presente información, es simplificar notablemente la comparación entre la competividad de las naciones y su nivel tecnológico. Palabras clave: indicadores, índices, economías, mundiales, análisis multivariante, regresión, factorización, clusterización, análisis de conglomerados, competividad, tecnología, políticas públicas, aspectos regulatorios, operaciones, estrategias comerciales, internet, comparativa cros nacionales, análisis multinivel. Analysis of the relationship between competitiveness and technological development for 135 worldwide countries. Factors and Key Performance Indicators. Clusters of economies Abstract:The research evaluates the competitiveness of 135 countries, based solely on technological variables. The methodology raises calculation protocol for the total of selected economies in the periods 2005-2006 and 2007- 2008. This protocol makes a statistical evaluation. And setting up a discussion, where we analyzed the explanation of the relationship and the interpretation of results. Finally, we evaluate the conclusions for the world economies. Within each group of economies, we know which variables need originally to be prioritized to improve the competitiveness. These variables are from a group of 68, and after the implementation of the method are reduced dramatically in number. These variables will be called Key Performance Indicators and will be grouped into Factors (Key Performance Factors) this will significantly simplify matters. Within this group of countries have been reduced three factors that collect their Key Performance Indicators . A country to country detailed analysis of their positions according to each of the Key Performance Indicators on a mathematical basis.The main desire of this research is to significantly simplify the comparison between the competitiveness of nations and their technological level. Key words: economies, innovation, competitiveness, public policy, business strategies.