Análisis del valor percibido de los usuarios del servicio de energía eléctrica del mercado no regulado en empresas de la ciudad de Bogotá D.C.
ilustraciones, diagramas
- Autores:
-
Morales Rodriguez, Victor Omar
- Tipo de recurso:
- Fecha de publicación:
- 2023
- Institución:
- Universidad Nacional de Colombia
- Repositorio:
- Universidad Nacional de Colombia
- Idioma:
- spa
- OAI Identifier:
- oai:repositorio.unal.edu.co:unal/84262
- Palabra clave:
- Consumo de energía
Consumo de energía eléctrica
Precios
Energy consumption
Electric power consumption
Prices
Precios de la energía
Valor percibido, Mercado de energía, No regulado
- Rights
- openAccess
- License
- Atribución-NoComercial 4.0 Internacional
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| dc.title.none.fl_str_mv |
Análisis del valor percibido de los usuarios del servicio de energía eléctrica del mercado no regulado en empresas de la ciudad de Bogotá D.C. |
| dc.title.translated.none.fl_str_mv |
Analysis of the perceived value of the users of the electric energy service of the unregulated market in companies of the city of Bogotá D.C. |
| title |
Análisis del valor percibido de los usuarios del servicio de energía eléctrica del mercado no regulado en empresas de la ciudad de Bogotá D.C. |
| spellingShingle |
Análisis del valor percibido de los usuarios del servicio de energía eléctrica del mercado no regulado en empresas de la ciudad de Bogotá D.C. Consumo de energía Consumo de energía eléctrica Precios Energy consumption Electric power consumption Prices Precios de la energía Valor percibido, Mercado de energía, No regulado |
| title_short |
Análisis del valor percibido de los usuarios del servicio de energía eléctrica del mercado no regulado en empresas de la ciudad de Bogotá D.C. |
| title_full |
Análisis del valor percibido de los usuarios del servicio de energía eléctrica del mercado no regulado en empresas de la ciudad de Bogotá D.C. |
| title_fullStr |
Análisis del valor percibido de los usuarios del servicio de energía eléctrica del mercado no regulado en empresas de la ciudad de Bogotá D.C. |
| title_full_unstemmed |
Análisis del valor percibido de los usuarios del servicio de energía eléctrica del mercado no regulado en empresas de la ciudad de Bogotá D.C. |
| title_sort |
Análisis del valor percibido de los usuarios del servicio de energía eléctrica del mercado no regulado en empresas de la ciudad de Bogotá D.C. |
| dc.creator.fl_str_mv |
Morales Rodriguez, Victor Omar |
| dc.contributor.advisor.none.fl_str_mv |
Sandra Patricia, Rojas Berrio |
| dc.contributor.author.none.fl_str_mv |
Morales Rodriguez, Victor Omar |
| dc.contributor.cvlac.spa.fl_str_mv |
Morales Rodriguez, Victor Omar |
| dc.subject.lemb.spa.fl_str_mv |
Consumo de energía Consumo de energía eléctrica Precios |
| topic |
Consumo de energía Consumo de energía eléctrica Precios Energy consumption Electric power consumption Prices Precios de la energía Valor percibido, Mercado de energía, No regulado |
| dc.subject.lemb.eng.fl_str_mv |
Energy consumption Electric power consumption Prices |
| dc.subject.lemb.none.fl_str_mv |
Precios de la energía |
| dc.subject.proposal.spa.fl_str_mv |
Valor percibido, Mercado de energía, No regulado |
| description |
ilustraciones, diagramas |
| publishDate |
2023 |
| dc.date.accessioned.none.fl_str_mv |
2023-07-25T16:25:47Z |
| dc.date.available.none.fl_str_mv |
2023-07-25T16:25:47Z |
| dc.date.issued.none.fl_str_mv |
2023 |
| dc.type.spa.fl_str_mv |
Trabajo de grado - Maestría |
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info:eu-repo/semantics/masterThesis |
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info:eu-repo/semantics/acceptedVersion |
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Text |
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http://purl.org/redcol/resource_type/TM |
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https://repositorio.unal.edu.co/handle/unal/84262 |
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Universidad Nacional de Colombia |
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Repositorio Institucional Universidad Nacional de Colombia |
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https://repositorio.unal.edu.co/ |
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https://repositorio.unal.edu.co/handle/unal/84262 https://repositorio.unal.edu.co/ |
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Universidad Nacional de Colombia Repositorio Institucional Universidad Nacional de Colombia |
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spa |
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spa |
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Alcaldía de Bogotá, (2020). Recuperado de: https://www.alcaldiabogota.gov.co American Marketing Association (AMA) (2004). Available at http://www.marketingpower. com/mgdictionary-view1862.php Anderson, J.C., Narus, J.A., (1998). Business marketing: Understand what customers value. Harvard Bus. Rev. 76(6):5–15. Anderson, J.C., Narus, J.A. (2004). Business Market Management: Understanding, Creating, and Delivering Value, 2nd ed. (Pearson Prentice- Hall, Upper Saddle River, NJ). Anderson J.C., Kumar, N., Narus, J.A. (2007). Value Merchants: Demonstrating and Documenting Superior Customer Value in Business Markets (Harvard Business School Press, Boston). Becker, G. S. (1965). "Theory of the Allocation of Time," Economic Journal, 75 (September), 493-517. Berry, L. L., Zeithaml, V. A. Parasuraman, A. (1985). Quality Counts in service, too. Business Horizons, p44-52. Brady, M. K., Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of marketing, 65(3), 34-49. Burns, M.J., 1993.Value in Exchange: The Consumer Perspective. Knoxville: The University of Tennessee. Chen, C.F., Chen, F.S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tour. Manag., 31, 29–35. Christopher, M., Payne, A., Ballantyne, D. (2013) Relationship. Marketing, Taylor & Francis: Oxford, UK. Corfman, K. P. (1987). Comparability and competition among consumer products: A typology for specifying hierarchical comparison structures. Advances in Consumer Research, 14, 29-31. C.R.E.G. (2021). Comisión de regulación de energía y gas. Recuperado de https://www.creg.gov.co Cresswell, J. W., Poth, C. N. (2017) Qualitative Inquiry and Research Design. Fourth edition Cronin, J. J., Taylor, S., A. (1992). Measuring service quality: a reexamination and extensión. Journal of Marketing, Vol. 56, July, pp. 55-68. https://doi.org/10.2307/1252296 Cronin, J. J., Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling Performance- Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing, Vol. 58, January Cronin, J. J., Brady, M. K., Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing, 76(2), pp. 193-218. Diario la republica (2021). Servicio de energía tuvo la menor nota de satisfacción entre servicios públicos. https://www.larepublica.co/economia/servicio-de-energia-recibio-la-menor-percepcion-desatisfaccion-en-servicios-publicos-3127979 Dickson, P.R. (1992). ``Toward a general theory of competitive rationality'', Journal of Marketing, Vol. 56, pp. 69-83. Dodds, W.B., Monroe, K.B., Grewal, D. (1991). ‘Effects of Price, Brand, and Store Information on Buyers’ Product Evaluations’, Journal of Marketing Research 28(3): 307–19. Duchessi, P. (2004). Crafting customer value: the art and science: Purdue Univ Pr. Eggert, A., Ulaga, W. (2002). Customer perceived value: a substitute for satisfaction in business markets?. Journal of Business & Industrial Marketing, 17(2/3), pp. 107-118. Eggert, A., Ulaga, W., Schultz, F. (2006). Value creation in the relationship life cycle: A quasilongitudinal analysis. Industrial Marketing Management 35: 20–27. E.P.M. (2021). Cambio de mercado regulado al mercado no regulado https://www.epm.com.co/site/clientes_usuarios/clientes-y-usuarios/hogares-ypersonas/energia/tramites/cambio-de-mercado-regulado-mr-al-mercado-no-regulado-mnr Flint, D. J., Woodruff, R. B., Gardial, S. F. (1997). Customer value change in industrial marketing relationships: a call for new strategies and research. Industrial Marketing Management, 26(2), pp. 163-175. Gale, B. T. (1994). Managing customer value: Creating quality and service that customers can see. New York: The Free Press. Gallarza, M. G., Gil, I. (2006). Desarrollo de una escala multidimensional para medir el valor percibido de una experiencia de servicio. Revista española de investigación de marketing, 10(2), 25-59. Gil, S. I., González, G. M. (2007). La investigación en valor percibido desde el marketing. Innovar, 18 (31), 9-18. Ghemawat, P. (1986), ``Sustainable advantage'', Harvard Business Review, Vol. 64, SeptemberOctober, pp. 53-8. Grönroos, C. (1984). A Service Quality Model and Its Marketing Implications.’ European Journal of Marketing. 18 (4), 36-44. Hansen, J.D., Beitelspacher, L.S., Deitz, G.D. (2013). ‘Antecedents and Consequences of Consumers’ Comparative Value Assessments Across the Relationship Life Cycle’, Journal of Business Research 66(4): 473–79. Heard, E. (1993–94). “Walking the Talk of Customer Value,” National Productivity Review, 11 (Winter), 21–27. Holdbrook, M.B. (1996) Customer value—A framework for analysis and research. Homburg, C., Rudolph, B. (1997). Customer Satisfaction in Industrial Markets: Dimensional and Multiple Role Issues. Scientific Working Paper Series of the Center for Market-Oriented Management Otto Beisheim Graduate School of Business, No. 4. Inter-American Development Bank (2020). Retos del sector de energía con la crisis del Coronavirus. https://blogs.iadb.org/energia/es/retos-del-sector-de-energia-con-la-crisis-del-coronavirus/ Irene, G., Berenguer, G., Cervera, A. (2008). The roles of service encounters, service value, and job satisfaction in achieving customer satisfacion in business relationships. Industruial Marketing Management, (37), pp. 921-939. La, V., Patterson, P., Styles, C. (2009). Client perceived performance and value in B2B professional services: An international perspective. Journal of the International Business Studies, 40, 274-300. Lai, A. W. (1995). Consumer values, products benefits and costumer value: A consumption behaviour approach. Advances in Consumer Research, 22, 381-388 Lapierre, J. (2000). Customer-perceived value in industrial contexts. Journal of Business & Industrial Marketing, 15(2/3), pp. 122-145. Lindgreen, A., Hingley, M. K., Grant, D. B., Morgan, R. E. (2012). Value in business and industrial marketing: Past, present, and future. Industrial Marketing Management, 41(1), pp. 207-214 Lovelock, C. H. (1996). Services Marketing (3a. ed.), New Jersey: Prentice Hall. Lovelock, C. H. (2001). Services marketing: people, technology, strategy. 4th edn, Prentice-Hall, NJ. Mená, C. A., Perez, S. E. O. (2018). Análisis del impacto del proceso detercerización en la percepción de calidad del servicio público domiciliario de energía eléctrica en el municipio de Quibdó. Revista CES Derecho, (9), 1, enero – junio 2018, 34-58. Mencarelli, R., Rivière, A. (2015). Perceived value in B2B and B2C: A comparative approach and cross-fertilization. Marketing Theory, 15(2), pp. 201-220. Miles, L. D. (1961). Techniques of Value Analysis and Engineering. McGraw Hill, New York. Monroe, K. B. (1991). Pricing—Making Profitable Decisions. McGraw Hill, New York. Monroe, K. B. (1992). Política de precios. Para hacer mas rentable las decisiones. Madrid: McGrawHill Management. MSI. (2020). Research priorities 2020-2022. Naumann, E. (1995). Creating customer value: the path to sustainable competitve advantage. Tennessee: South-Western Pub. Nilson, T. H. (1992). Value-added marketing: marketing management for superior results. Berkshire, UK: McGraw-Hill. Oliver, R. L. (1999). Value as excellence in the consumption experience. En M. B. Holdbrook (Ed.), Consumer value. A framework for analysis and research. London: Routledge. Oliver, R. L. Swan, J. E. (1989a). Equity and disconfirmation perceptions as influences on merchant and product satisfaction. Journal of Customer Research, 16, 372-383. Oliver, R. L., Swan, J. E. (1989b). Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach. The Journal of Marketing, 21-35. Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions os service quality. Journal of Retailing, 64(1), pp.12-40. Parasuraman, A. (1997). Reflections on gaining competitive advantage through customer value. Journal of the Academy of Marketing Science, 25(2), 154-161. Periodico el espectador (2021). Noticias de XM y el mercado energético. https://www.elespectador.com/tags/xm/ Petrick, J. F. (2003). Measuring cruise passengers’ perceived value. Tourism Analysis, 7, 251-258. Ravald, A., Grönroos, C. (1996). The value concept and relationship marketing. European journal of marketing, 30(2), pp.19-30. R.E.T.I.E. (2013). Reglamento técnico de instalaciones internas. Recuperado de: https://www.minenergia.gov.co Revista Semana (2021). Como le fue a la demanda de energía en Colombia. https://www.semana.com/pais/articulo/como-le-fue-a-la-demanda-de-energia-de-colombia-en2020/311774/ Revista portafolio (2021). ¿Qué opinan los colombianos de los servicios públicos https://www.portafolio.co/negocios/empresas/que-opinan-los-colombianos-de-los-serviciospublicos-557029 Rojas, B., S. (2016). Perfil motivacional y trayectoria de los científicos en instituciones de educación superior públicas y privadas en Colombia. Instituto politécnico nacional. México. Rust, R., V. Zeithaml, K. Lemmon (2000). Driving customer equity. New York: The Free Press. Sharma, Arun, Sheth, Jagdish N. (1997). Relationship Marketing: An Agenda for Inquiry. Industrial Marketing Management 26, 87–89. Sharma, A., Lambert, D. M. (1994). How Accurate Are Salespersons’ Perceptions of Their Customers? Industrial Marketing Management 23, 357–365. Sharma, A., Krishnan R., Grewal D. (2001). Value creation in markets: A critical area of focus for business-to-business markets. Industrial Marketing Management 30: 391–402. Sheth, J. N. (1973). A Model of Industrial Buying Behavior. Journal of Marketing 37, 50–56. Sheth, J. N., Newman, B. I., Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of Business Research, 22, 159-170. Slater, S.F. (1997). Developing a customer value-based theory of the firm. J. Acad. Marketing Sci. 25(2):162–167. Slater, S.F., Narver, J.C. (1995). Market orientation and the learning organization. J. Marketing 59(3):63–74. Strauss, A., y Corbin, J. (2008). Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory. Basics of Qualitative Research Grounded Theory Procedures and Techniques (Second., Vol. 3). Thousand Oaks, California: Sage Publications, Inc. Sweeney, J. Soutar, G. (2001). Consumer perceived value: the development of a multiple item scale. Journal of Retailing, 77, 203-207. Sweeney, J. C., Soutar G., and Johnson L. W. (1999). The role of perceived risk in the quality–value relationship: A study in a retail environment. Journal of Retailing 75(1): 77–105. Töytäri, P, Rajala, R. (2015a). Institutional and organizational barriers to value-based pricing in industrial relationships. Indust. Marketing Management 47:53–64. Töytäri, P., Rajala, R. (2015b). Value-based selling: An organizational capability perspective. Indust. Marketing Management 45:101–112. Töytäri, P., Brashear A. T., Parvinen P., Ollila, I, Rosendahl, N. (2011). Bridging the theory to application gap in value-based selling. J. Bus. Indust. Marketing 26(7):493–502. Tsafaraski, S., Kokotas, T., Pantouvakis, A. (2018). A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement. Journal of air transport management (68), 2018, 61-75. Ulaga, W., Chacour, S. (2001). Measuring customer-perceived value in business markets: a prerequisite for marketing strategy development and implementation. Industrial Marketing Management, 30(6), pp. 525-540 Ulaga, W, Eggert, A. (2005). Relationship value in business markets: The construct and its dimensions. J. Bus.-to-Bus. Marketing 12(1):73–99. U.P.M.E. (2021). Unidad de planeación minero energética. Recuperado de https://www1.upme.gov.co Varadarajan, R. (2010). Strategic marketing and marketing strategy: domain, definition, fundamental issues and foundational premises. Journal of the Academy of Marketing Science, 38(2), pp.119-140. Varguillas, C. (2006). El uso de atlas.Ti y la creatividad del investigador en el análisis cualitativo de contenido upel. Instituto pedagógico rural el mácaro. Revista Laurus, vol. 12, pp. 73-87 Von Nordenflycht, A. (2010). What is a professional service firm? Toward a theory and taxonomy of knowledge-intensive firms. Academy of Management Review, Vol. 35 No. 1, pp. 155-174. Woodruff, R. B., Gardial, S. F. (1996) Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction. Blackwell, Cambridge, MA. X.M. Expertos en mercados. (2021). https://www.xm.com.co/Paginas/Mercado-deenergia/usuarios-no-regulados-por-niveles-de-tension-informe-trimestral.aspx Yanamandram, V., White, L. (2006). Switching barriers in business-to-business services: a qualitative study. International Journal of Service Industry Management, 17(2), pp. 158-192. Yang, Z., Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Pshychology & Marketing, 21(10), 799-822. Zeithaml, V. A. (1984). Issues in conceptualising and measuring consumer response to price. Advances in consumer research, 11, 612-616. Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52, 2-22. Zeithaml, V.A., Parasuraman, A., and Berry, L.L. (1990) Delivering Quality Service, Balancing Customer Perceptions and Expectations. The Free Press, New York, Zeithaml, V. A., Bitner, M. J. (1996). Services Marketing. New York: McGraw-Hil |
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118 páginas |
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Bogotá |
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Colombia |
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Universidad Nacional de Colombia |
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Bogotá - Ciencias Económicas - Maestría en Administración |
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Facultad de Ciencias Económicas |
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Bogotá,Colombia |
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Universidad Nacional de Colombia - Sede Bogotá |
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Universidad Nacional de Colombia |
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Atribución-NoComercial 4.0 Internacionalhttp://creativecommons.org/licenses/by-nc/4.0/info:eu-repo/semantics/openAccesshttp://purl.org/coar/access_right/c_abf2Sandra Patricia, Rojas Berrio492b8bf9fc9f5e2db3ce4aa176df2c7fMorales Rodriguez, Victor Omara830eaf35aff2d5cef07bfe524f34965Morales Rodriguez, Victor Omar2023-07-25T16:25:47Z2023-07-25T16:25:47Z2023https://repositorio.unal.edu.co/handle/unal/84262Universidad Nacional de ColombiaRepositorio Institucional Universidad Nacional de Colombiahttps://repositorio.unal.edu.co/ilustraciones, diagramasEl propósito de esta investigación fue analizar los componentes del valor percibido en los usuarios del servicio de energía eléctrica del mercado no regulado de la ciudad de Bogotá Colombia, a través de la exploración, descripción y análisis orientado a los elementos que generan valor para el usuario del servicio, con base en las teorías de diferentes autores que plantean dimensiones de la variable en estudio. Esta investigación tuvo un enfoque cualitativo, de carácter inductivo, donde se emplearon 2 instrumentos de medición que fueron: entrevista a profundidad a cargos directivos o gerenciales de diferentes organizaciones de gran consumo de energía y cuestionarios de valoración por jueces a expertos del sector energético, específicamente en la venta de energía a través de comercializadoras. (Texto tomado de la fuente)The purpose of this research was to analyze the components of the perceived value in the users of the electric power service of the unregulated market of the city of Bogotá Colombia, through the exploration, description and analysis oriented to the elements that generate value for the user. of the service, based on the theories of different authors who propose dimensions of the variable under study. This research had a qualitative approach, of an inductive nature, where 2 measurement instruments were used, which were: in-depth interview with executive or managerial positions of different organizations with large energy consumption and evaluation questionnaires by judges to experts from the energy sector, specifically in the sale of energy through distributors. The information processing was carried out in the Atlas Ti software until the category saturation point was reached, where the networks and correlation of each code that emerged were analyzed, the results show the main relationships between codes and categories that represent the perceived value for the users of the energy service, in this way the variable is integrated and described for this research, the analysis of the variable was also carried out based on the results of the categories per hermeneutic unit, so that in the chapter discussion, the literature is contrasted with the findings and assessment of the judges.MaestríaMagister en AdministraciónGestión de mercados118 páginasapplication/pdfspaUniversidad Nacional de ColombiaBogotá - Ciencias Económicas - Maestría en AdministraciónFacultad de Ciencias EconómicasBogotá,ColombiaUniversidad Nacional de Colombia - Sede BogotáAnálisis del valor percibido de los usuarios del servicio de energía eléctrica del mercado no regulado en empresas de la ciudad de Bogotá D.C.Analysis of the perceived value of the users of the electric energy service of the unregulated market in companies of the city of Bogotá D.C.Trabajo de grado - Maestríainfo:eu-repo/semantics/masterThesisinfo:eu-repo/semantics/acceptedVersionTexthttp://purl.org/redcol/resource_type/TMBogotáColombiaAlcaldía de Bogotá, (2020). Recuperado de: https://www.alcaldiabogota.gov.coAmerican Marketing Association (AMA) (2004). Available at http://www.marketingpower. com/mgdictionary-view1862.phpAnderson, J.C., Narus, J.A., (1998). Business marketing: Understand what customers value. Harvard Bus. Rev. 76(6):5–15.Anderson, J.C., Narus, J.A. (2004). Business Market Management: Understanding, Creating, and Delivering Value, 2nd ed. (Pearson Prentice- Hall, Upper Saddle River, NJ).Anderson J.C., Kumar, N., Narus, J.A. (2007). Value Merchants: Demonstrating and Documenting Superior Customer Value in Business Markets (Harvard Business School Press, Boston).Becker, G. S. (1965). "Theory of the Allocation of Time," Economic Journal, 75 (September), 493-517.Berry, L. L., Zeithaml, V. A. Parasuraman, A. (1985). Quality Counts in service, too. Business Horizons, p44-52.Brady, M. K., Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of marketing, 65(3), 34-49.Burns, M.J., 1993.Value in Exchange: The Consumer Perspective. Knoxville: The University of Tennessee.Chen, C.F., Chen, F.S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tour. Manag., 31, 29–35.Christopher, M., Payne, A., Ballantyne, D. (2013) Relationship. Marketing, Taylor & Francis: Oxford, UK.Corfman, K. P. (1987). Comparability and competition among consumer products: A typology for specifying hierarchical comparison structures. Advances in Consumer Research, 14, 29-31.C.R.E.G. (2021). Comisión de regulación de energía y gas. Recuperado de https://www.creg.gov.coCresswell, J. W., Poth, C. N. (2017) Qualitative Inquiry and Research Design. Fourth editionCronin, J. J., Taylor, S., A. (1992). Measuring service quality: a reexamination and extensión. Journal of Marketing, Vol. 56, July, pp. 55-68. https://doi.org/10.2307/1252296Cronin, J. J., Taylor, S. A. (1994). 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