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Servir con calidad en México by Andrea Trujillo, Jorge Vera, Sara Isabel López García, Lorena Carrete

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Fuentes consultadas

«AXA reinventando los seguros», enero 2010, obtenido de: http://www.axa.com.mx/acerca-de-axa-seguros-axa-mexico.html

«Reporte 2009 sobre calidad en el servicio: aseguradoras de autos», 2009, Condusef.

Accenture, 2008, «Global Consumer Satisfaction Report», disponible en: http://www.accenture.com/Global/Consulting/Customer_Relationship_Mgmt/Service-Transformation/R_and_I/Accenture2008Survey.htm

Accenture, 2009, «Global Consumer Satisfaction Report», disponible en: http://www.accenture.com/NR/rdonlyres/9CC58EE2-AD3F-4670-AAA1-C16E2AA23776/0/Accenture_2009_Global_Consumer_Satisfaction_Report.pdf

AHMAD, Jamal & KYRIAKI, Anastasiadou, 2009, «Investigating the Effects of Service Quality Dimensions and Expertise on Loyalty», European ...

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