Gestión institucional y calidad de los servicios: una revisión sistemática de literatura
Institutional management and service quality: a systematic literature reviewContenido principal del artículo
La gestión institucional influye directamente en la calidad de los servicios de cualquier organización. Este artículo revisa sistemáticamente la literatura para identificar estrategias efectivas de gestión institucional y evalúa su impacto en esa calidad. Aborda tres preguntas: conceptos y modelos teóricos de gestión institucional vinculados a la calidad del servicio, efectos de la gestión en esa calidad, y factores moderadores o mediadores en la relación. Se analizaron 23 estudios sobre modelos basados en competencias y la teoría de recursos y capacidades. Estos modelos optimizan recursos, mejoran la calidad del servicio y alinean intereses institucionales con los de stakeholders. Los resultados muestran que prácticas alineadas con estos modelos elevan significativamente la calidad. Aun así, faltan datos sobre estrategias óptimas y su impacto real. Las conclusiones proponen un enfoque integrado con factores contextuales y participación de stakeholders. Futuras investigaciones deben desarrollar métricas precisas y realizar estudios longitudinales sobre sostenibilidad de mejoras.
Institutional management directly influences the quality of services in any organisation. This article systematically reviews the literature to identify effective institutional management strategies and assesses their impact on quality. It addresses three questions: theoretical concepts and models of institutional management linked to service quality, the effects of management on quality, and moderating or mediating factors in the relationship. Twenty-thress studies on competency-based models and resource and capability theory were analysed. These models optimise resources, improve service quality, and align institutional interests with those of stakeholders. The results show that practices aligned with these models significantly raise quality. However, data on optimal strategies and their real impact are lacking. The conclusions propose an integrated approach with contextual factors and stakeholder participation. Future research should develop precise metrics and conduct longitudinal studies on the sustainability of improvements.
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