Mansilla Corona, Ricardo LinoAntonyan, NatellaRicardo Lino Mansilla CoronaNatella Antonyan2018-05-102018-05-102015http://hdl.handle.net/11285/629404World development indicators report that in 2010 the world economy increased 4.2 percent, a quick rebound from 2.3 percent in 2009 and well above the annual average of 2.9 percent since 2000. Indicators reveal that a proficient service sector plays a fundamental role in the economic growth. Furthermore, services represent more than two thirds of the World Gross Domestic Product (GDP) (World Bank, 2012). Reports indicate that during 2010, lower middle-income economies increased 6.9 percent and low-income economies 5.9 percent meanwhile, high income economies, which account for 68 percent of the world’s GDP, increased 3.1 percent. Thus, this has been identified that developing economies grew faster over the last decade than in the previous two years and faster than high-income economies. --Introduction h. [8].info:eu-repo/semantics/openAccesshttp://creativecommons.org/licenses/by-nc-nd/4.0Electronic commerceConsumer behaviorCustomer services--Quality controlComercio electrónicoComportamiento del consumidor--Control de calidadServicios al cliente--Control de calidad5 CIENCIAS SOCIALESTesis de doctorado