Calidad de servicio de la gestión de procura de Petróleos de Venezuela, S. A.

El propósito de este trabajo es la calidad del servicio en la gestión de procura de PDVSA. Elestudio se aborda desde la teoría de la gerencia de valor al cliente (Albretch, 1998), empleandoun tipo descriptivo, con diseño de investigación no experimental transaccional. La poblaciónse encuentra conformada por todas (doce) las empresas mixtas que requieren los servicios deprocura de PDVSA en la región zuliana. El análisis de la información se realizó aplicando los 92 procedimientos de la estadística descriptiva. Se concluye que el nivel de calidad del servicio es bajo, debido a las significativas discrepancias entre las expectativas y percepciones del servicio.Palabras clave: servicio al cliente, clientes internos, percepciones, expectativas, gestión deprocura.

Paradoxes of resilience: lessons learnt from a comparison between Columbia and France

This paper investigates a discrepancy concerning resilience. International institutions such as ISDR try to promote resilience as a notion useful for preventing disasters. And some searchers, mainly coming from ecology, such as Resilience Alliance group, found the notion relevant enough to promote it as a brand for their studies on disaster prevention. Yet, the second part of the paper will verify how other searchers are still not convinced by the relevance of the notion. Territorial managers are reluctant as well, in line with the poor number of policies trying to bring resilience to reality, be it in Columbia or in France. How can we make sense of this discrepancy? The paper will stress on various political, institutional and cultural conditionings hidden behind the notion. It will also enlighten the contradictions embedded within the notion, because resilience, as disaster, depends on the scales and the actors the analysis relies on first. Which resilience to whom and at what scale? These are critical questions that should be addressed in order to give sense to these contradictions. Resilience has no absolute meaning. However, it helps identifying trends towards future disasters. This is one of the main reasons why it may be found useful.