@inproceedings{97edfeb4f4b94e0c83a711ddb7dbcb35,
title = "Lean service quality model to improve the performance of service in automotive dealer",
abstract = "The service sector, specifically the automotive sector, has witnessed significant growth in the economy and is constantly searching for methods to improve its quality indexes with its customers; however, errors in general repairs are ever present in this tertiary activity. This document undertakes a practical study to measure the effectiveness of the Lean Service Quality (LSQ) model, which combines the development of a multi-elemental scale to measure service quality (SERVQUAL) and a conceptual/practical Lean Service model, with the aim of reducing the number of poorly performed technical repairs at a Toyota automobile dealership. The main result of the research was defining a practical guide to replicate the LSQ model. In addition, as the model{\textquoteright}s first approach, the study demonstrated that, for the dealership under study, the rate of bad repairs was ultimately reduced by 5.17\%.",
keywords = "8D model, Automotive dealer, Automotive sector, Continuous improvement, LSQ model, Lean Service, SERVQUAL",
author = "Franco Valenzuela and Jeysev Estocalenko and Jos{\'e} Rojas and Carlos Raymundo",
note = "Publisher Copyright: {\textcopyright} 2020, Springer Nature Switzerland AG.; 1st International Conference on Human Interaction and Emerging Technologies, IHIET 2019 ; Conference date: 22-08-2019 Through 24-08-2019",
year = "2020",
doi = "10.1007/978-3-030-25629-6\_143",
language = "Ingl{\'e}s",
isbn = "9783030256289",
series = "Advances in Intelligent Systems and Computing",
publisher = "Springer Verlag",
pages = "917--923",
editor = "Tareq Ahram and Redha Taiar and Serge Colson and Arnaud Choplin",
booktitle = "Human Interaction and Emerging Technologies - Proceedings of the 1st International Conference on Human Interaction and Emerging Technologies, IHIET 2019",
}