Gestión de innovación tecnológica y globalización como factores impulsadores de la calidad de servicio y competitividad; [Technological innovation management and globalization as driving factors for service quality and competitiveness]

Abstract

The main objective of this research is to describe the management of technological innovation that, together with globalization, has become a driving factor in service quality and organizational competitiveness. The management of technological innovation implies the use of technology for the use of organizational resources for the benefit of customers, which is why their study allows us to delineate strategies and actions tailored to each organization. From this perspective, this documentary research was developed based on the review of bibliographic sources and documentation of different authors that address the subject, among them, Betz (2011), Capdevielle (2000), Shumperter (1934), Freeman (1982), Rotwell (1986), among others. From what has been investigated, it can be concluded that the management of technological innovation has several edges and different points of view. From the economic approach, the benefits of its advances and its impact on business development are defended; Meanwhile, the most humanists question the use of technologies to displace skilled labor, leaving aside the labor force and the detriment of the social conditions of the workers. Without a doubt, globalization has made the results of technological innovations available to organizations, which, in turn, impact the production of goods and services, in general, making quality levels and organizational competitiveness more demanding. customer benefit. © 2019, Universidad del Zulia. All rights reserved.