Evaluación del concepto de valor para el consumidor en el marketing y el diseño. una revisión conceptual
DOI:
https://doi.org/10.18041/1900-0642/criteriolibre.2012v10n17.1148Palabras clave:
Marketing, diseño, valor, consumidorResumen
Desde una perspectiva descriptiva y reflexiva, este artículo busca caracterizar, clasificar y analizar los conceptos de valor para el marketing y el diseño, identificando sus elementos comunes y discordantes que permitan generar una reflexión sobre su interrelación e importancia. Primero se hace un acercamiento inicial al concepto de valor, para posteriormente explorarlo desde las dos disciplinas, identificando los principales pilares conceptuales para compararlos y finalmente analizarlos en conjunto. Como conclusión, se determinó que la caracterización, identificación y clasificación de los conceptos de valor contribuye enormemente a la investigación de valor en las dos áreas y que la brecha entre estos conceptos es dada por algunas diferencias conceptuales, pero sobre todo por el grado de importancia que se le da a cada una.
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Referencias
Álvarez, F. A., & Martínez, E. E. (2009). Consideraciones para un enfoque complejo y sistémico de las competencias en y para la innovación social. Universidad Jorge Tadeo Lozano. Bogotá, Colombia.
Anderson, J., & Narus, J. (1998). Business marketing: understand what customers value. Harvard business review, 76, 53-67. Boston, USA.
Ariely, D., & Berns, G. S. (2010). Neuromarketing: the hope and hype of neuroimaging in business. Nature reviews. Neuroscience, 11(4), 284.New York, USA.
Barth, M., Clement, M., Foster, G., & Kasznik, R. (1998). Brand values and capital market valuation. Review of accounting studies, 3(1), 41-68. Berkeley, USA
Berger, P., & Nasr, N. (1998). Customer lifetime value: Marketing models and applications. Journal of Interactive Marketing, 12(1), 1730. London,UK.
Berry, L. (1995). Relationship marketing of services - growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(4), 236-245. Ruston, USA
Bloch, P. (1995). Seeking the ideal form: Product design and consumer response. The Journal of Marketing, 59(3), 16-29. Chicago, USA.
Bonsiepe, G. (1993). Las 7 columnas del diseño. Editorial UAM-Unidad Azcapotzalco, 1. Axcapotzalco, Mexico.
Borle, S., Singh, S., & Jain, D. (2008). Customer lifetime value measurement. Management science, 54(1), 100. Hanover, USA.
Bowman, C., & Ambrosini, V. (2010). How value is created, captured and destroyed. European Business Review, 22(5), 479-495.
Brown, T. (2009). Change by design: how design thinking transforms organizations and inspires innovation: HarperBusiness. New York, USA.
Bruce, M., & Daly, L. (2007). Design and marketing connections: creating added value. Journal of marketing management, 23(9-10), 929-953. Morehead, USA.
Carson, S., Devinney, T., Dowling, G., & John, G. (1999). Understanding institutional designs within marketing value systems. The Journal of Marketing, 63, 115-130. Chicago, USA.
Christopher, M. (1991). Relationship marketing: bringing quality customer service and marketing together. Butterworth Heinemann. Oxford, UK.
Cronin Jr, J., Brady, M., & Hult, G. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing, 76(2), 193-218. Tucson, USA.
Dahan, E., & Mendelson, H. (2001). An extremevalue model of concept testing. Management science, 47(1), 102-116.Hanover, USA.
Desai, P., Kekre, S., Radhakrishnan, S., & Srinivasan, K. (2001). Product differentiation and commonality in design: Balancing revenue and cost drivers. Management science, 47(1), 37-51. Hanover, USA.
Duarte, N. (2008). Slideology: The Art and Science of Presentation Design. Taschenbuch, O’Reilly Media, 978-0596522346. Sebastopol, USA.
Duque, E. (2005). Revisión del concepto de calidad del servicio y sus modelos de medición. Revista Innovar, 15, 25. Bogotá, Colombia
Fugate, D. L. (2008). Marketing services more effectively with neuromarketing research: a look into the fu
Gallarza, M. G., Gil Saura, I., & Holbrook, M. B. (2011). The value of value: Further excursions on the meaning and role of customer value. Journal of Consumer Behaviour, 10(4), 179191.
Gallego, J. (2007). Economía del conocimiento e innovación. In M. Palacio, R. Domínguez & H. Cardona (Eds.), Ética, Innovación y Estética. Instituto tecnológico metropolitano. Medellín, Colombia.
Gil, I., & Gallarza, M. G. (2008). La investigación en valor percibido desde el marketing. Innovar. Revista de Ciencias Administrativas y Sociales(031), 9-17. Bogotá, Colombia.
Gil, I., & Molina, M. E. R. (2009). Valor de la relación, compromiso, TIC y lealtad en el canal de comercialización. Innovar. Revista de Ciencias Administrativas y Sociales(33), 77-90. Bogotá, Colombia
Glosten, L., Jagannathan, R., & Runkle, D. (1993). On the relation between the expected value and the volatility of the nominal excess return on stocks. Journal of finance, 48(5), 1779-1801. Aldan, USA.
Gómez-Senent Martínez, E., & Capuz Rizo, S. (1999). El proyecto y su dirección y gestión. Universidad Politécnica de Valencia. Valencia, España.
Grönroos, C. (1997a). Keynote paper From marketing mix to relationship marketingtowards a paradigm shift in marketing. Management decision, 35(4), 322-339.
Grönroos, C. (1997b). Value-driven relational marketing: from products to resources and competencies. Journal of marketing management, 13(5), 407-419. Scotland, UK.
Grönroos, C. (2004). The relationship marketing process: communication, interaction, dialogue, value. Journal of Business & Industrial Marketing, 19(2), 99-113.
Gupta, S., Hanssens, D., Hardie, B., Kahn, W., Kumar, V., Lin, N., et al. (2006). Modeling customer lifetime value. Journal of Service Research, 9(2), 139. Haryana, India
Hogan, J. (2001). Expected Relationship Value:: A Construct, a Methodology for Measurement, and a Modeling Technique. Industrial Marketing Management, 30(4), 339-351. Vernon, USA.
Holbrook, M. (1996). Special session summary customer value a framework for analysis and research. Advances in Consumer Research, 23, 138-142. Duluth, USA.
Holbrook, M., & Gardner, M. (1993). An approach to investigating the emotional determinants of consumption durations: why do people consume what they consume for as long as they consume it? Journal of Consumer Psychology, 2(2), 123-142.New York, USA.
Holbrook, M., & Hirschman, E. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of consumer research, 9(2), 132-140. Madison, USA
Holbrook, M., Sánchez, R., & Iniesta, M. (2009). The conceptualisation and measurement of consumer value in services. International Journal of Market Research, 51(1), 93-113. Oxford, UK.
Igarashi, T., Medina, F., Brattinga, P., & Baur, R. (1993). Mi relación con el Diseño; El diseño, una vision global; El diseño en un mundo finito; Diseño por substracción. In M. Senestrari (Ed.), Ensayos sobre Diseño. Ediciones Infinito. Buenos Aires, Argentina.
Jain, D., & Singh, S. (2002). Customer lifetime value research in marketing: A review and future directions. Journal of Interactive Marketing, 16(2), 34-46. London, UK.
Jonas, W. (2001). A scenario for design. Design issues, 17(2), 64-80. Cambridge, USA
Jones, C. (1982). Métodos de Diseño.Editorial Gustavo Gili. Barcelona, España.
Lee, N., Broderick, A. J., & Chamberlain, L. (2007). What is neuromarketing? A discussion and agenda for future research. International Journal of Psychophysiology, 63(2), 199-204.
Lidwell, W., Holden, K., & Butler, J. (2005). Principios Universales de Diseño. Blume. Barcelona, España.
Llompart, R. (2009). La importancia del Diseño de Comunicación Visual desde las enseñanzas artísticas medias y superiores. Paper presented at the Encuentro Latinoamericano de Diseño. Palermo, Argentina.
Maeda, J. (2006). The laws of simplicity: The MIT Press. Cambridge, USA.
Mele, C. (2007). The synergic relationship between TQM and marketing in creating customer value. Managing Service Quality, 17(3), 240-258.
Monroe, K. B. (1979). Price: Making profitable decisions.McGraw-Hill. New York, USA.
Montaña, J. (1991). Diseño de nuevos productos. Temes de disseny, 12. Barcelona, España.
Montaña, J. (2004). Design management in the creation of brands.Barcelona, España
Montaña, J., & Fundación, B. (2001). Diseño: Rentabilidad social y rentabilidad económica. Ministerio de Ciencia y Tecnología. Barcelona, España.
Morgan, R., & Hunt, S. (1994). The commitmenttrust theory of relationship marketing. The Journal of Marketing, 58(3), 20-38. Chicago, USA.
Munari, B., & Rodríguez, C. A. (1989). ¿Cómo nacen los objetos? : Gustavo Gili. Barcelona, España
Naranjo, S. (2000). La equidad de marca “brand equity” una estrategia para crear y agregar valor. Estudios Gerenciales. Cali, Colombia.
Norman, D. (1990). La Psicología de los objetos cotidianos. Editorial Nerea. Madrid, España.
Otto, K. N., & Wood, K. L. (2000). Product design: Prentice Hall Englewood Cliffs, New Jersey.USA
Parasuraman, A. (1997). Reflections on gaining competitive advantage through customer value. Journal of the Academy of Marketing Science, 25(2), 154-161. Ruston, USA.
Parasuraman, A., Berry, L., & Zeithaml, V. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39-48. Cambridge, USA.
Payne, A., & Holt, S. (2001). Diagnosing customer value: integrating the value process and relationship marketing. British Journal of Management, 12(2), 159-182. UK.
Pugh, S. (1991). Total design: integrated methods for successful product engineering: Wokingham, England.
Ravald, A., & Grönroos, C. (1996). The value concept and relationship marketing. European Journal of Marketing, 30(2), 19-30.
Renvoisé, P., & Morin, C. (2007). Neuromarketing: Understanding the Buy Buttons in Your Customer’s Brain.Sales Brain LLC, Nashville, USA.
Rodríguez, G. (1997). Manual de diseño industrial: Gustavo Gili , DF, Mexico.
Sanchez-Fernandez, R., & Iniesta-Bonillo, M. (2006). Consumer perception of value: Literature review and a new conceptual framework. Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior, 19, 40. La Verne, USA.
Sánchez-Fernandez, R., & Iniesta-Bonillo, M. (2009). La estética y la diversión como factores generadores de valor en la experiencia de consumo en servicios. Revista Innovar, 19. Bogotá, Colombia.
Sheth, J., & Parvatiyar, A. (1995). Relationship marketing in consumer markets: antecedents and consequences. Journal of the Academy of Marketing Science, 23(4), 255-271. Ruston, USA.
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(2), 159-170.Nr Reading, UK.
Slater, S., & Narver, J. (1994). Market orientation, customer value, and superior performance. Business horizons, 37, 22-22. Bloomington, USA.
Turnbull, J. (2009). Customer Value-in-Experience: Theoretical foundation and research agenda.
ANZMAC, Sidney, Australia.
Ulrich, K., & Ellison, D. (1999). Holistic customer requirements and the design-select decision. Management science, 45(5), 641-658. Hanover, USA.
Ulrich, K., & Eppinger, S. (2009). Diseño y desarrollo de productos. DF, Mexico.
Ulrich, K., Sartorius, D., Pearson, S., & Jakiela, M. (1993). Including the value of time in design-for-manufacturing decision making. Management science, 39(4), 429-447. Hanover, USA.
Venkatesan, R., & Kumar, V. (2004). A customer lifetime value framework for customer selection and resource allocation strategy. Journal of Marketing, 68(4), 106-125. Chicago, USA.
Veryzer, R., & Borja de Mozota, B. (2005). The Impact of User Oriented Design on New Product Development: An Examination of Fundamental Relationships*. Journal of Product innovation management, 22(2), 128143. Chicago, USA.
Viladas, X. (2010). Diseño Rentable: 10 temas a debate (Vol. 2): Dami Editorial. Barcelona, España
Vinson, D., Scott, J., & Lamont, L. (1977). The role of personal values in marketing and consumer behavior. The Journal of Marketing, 41(2), 4450. Chicago, USA.
Woodruff, R. (1997). Customer value: the next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139-153. Ruston, USA.
Zeithaml, V. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. The Journal of Marketing, 2-22. Chicago, USA.
Anderson, J., & Narus, J. (1998). Business marketing: understand what customers value. Harvard business review, 76, 53-67. Boston, USA.
Ariely, D., & Berns, G. S. (2010). Neuromarketing: the hope and hype of neuroimaging in business. Nature reviews. Neuroscience, 11(4), 284.New York, USA.
Barth, M., Clement, M., Foster, G., & Kasznik, R. (1998). Brand values and capital market valuation. Review of accounting studies, 3(1), 41-68. Berkeley, USA
Berger, P., & Nasr, N. (1998). Customer lifetime value: Marketing models and applications. Journal of Interactive Marketing, 12(1), 1730. London,UK.
Berry, L. (1995). Relationship marketing of services - growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(4), 236-245. Ruston, USA
Bloch, P. (1995). Seeking the ideal form: Product design and consumer response. The Journal of Marketing, 59(3), 16-29. Chicago, USA.
Bonsiepe, G. (1993). Las 7 columnas del diseño. Editorial UAM-Unidad Azcapotzalco, 1. Axcapotzalco, Mexico.
Borle, S., Singh, S., & Jain, D. (2008). Customer lifetime value measurement. Management science, 54(1), 100. Hanover, USA.
Bowman, C., & Ambrosini, V. (2010). How value is created, captured and destroyed. European Business Review, 22(5), 479-495.
Brown, T. (2009). Change by design: how design thinking transforms organizations and inspires innovation: HarperBusiness. New York, USA.
Bruce, M., & Daly, L. (2007). Design and marketing connections: creating added value. Journal of marketing management, 23(9-10), 929-953. Morehead, USA.
Carson, S., Devinney, T., Dowling, G., & John, G. (1999). Understanding institutional designs within marketing value systems. The Journal of Marketing, 63, 115-130. Chicago, USA.
Christopher, M. (1991). Relationship marketing: bringing quality customer service and marketing together. Butterworth Heinemann. Oxford, UK.
Cronin Jr, J., Brady, M., & Hult, G. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing, 76(2), 193-218. Tucson, USA.
Dahan, E., & Mendelson, H. (2001). An extremevalue model of concept testing. Management science, 47(1), 102-116.Hanover, USA.
Desai, P., Kekre, S., Radhakrishnan, S., & Srinivasan, K. (2001). Product differentiation and commonality in design: Balancing revenue and cost drivers. Management science, 47(1), 37-51. Hanover, USA.
Duarte, N. (2008). Slideology: The Art and Science of Presentation Design. Taschenbuch, O’Reilly Media, 978-0596522346. Sebastopol, USA.
Duque, E. (2005). Revisión del concepto de calidad del servicio y sus modelos de medición. Revista Innovar, 15, 25. Bogotá, Colombia
Fugate, D. L. (2008). Marketing services more effectively with neuromarketing research: a look into the fu
Gallarza, M. G., Gil Saura, I., & Holbrook, M. B. (2011). The value of value: Further excursions on the meaning and role of customer value. Journal of Consumer Behaviour, 10(4), 179191.
Gallego, J. (2007). Economía del conocimiento e innovación. In M. Palacio, R. Domínguez & H. Cardona (Eds.), Ética, Innovación y Estética. Instituto tecnológico metropolitano. Medellín, Colombia.
Gil, I., & Gallarza, M. G. (2008). La investigación en valor percibido desde el marketing. Innovar. Revista de Ciencias Administrativas y Sociales(031), 9-17. Bogotá, Colombia.
Gil, I., & Molina, M. E. R. (2009). Valor de la relación, compromiso, TIC y lealtad en el canal de comercialización. Innovar. Revista de Ciencias Administrativas y Sociales(33), 77-90. Bogotá, Colombia
Glosten, L., Jagannathan, R., & Runkle, D. (1993). On the relation between the expected value and the volatility of the nominal excess return on stocks. Journal of finance, 48(5), 1779-1801. Aldan, USA.
Gómez-Senent Martínez, E., & Capuz Rizo, S. (1999). El proyecto y su dirección y gestión. Universidad Politécnica de Valencia. Valencia, España.
Grönroos, C. (1997a). Keynote paper From marketing mix to relationship marketingtowards a paradigm shift in marketing. Management decision, 35(4), 322-339.
Grönroos, C. (1997b). Value-driven relational marketing: from products to resources and competencies. Journal of marketing management, 13(5), 407-419. Scotland, UK.
Grönroos, C. (2004). The relationship marketing process: communication, interaction, dialogue, value. Journal of Business & Industrial Marketing, 19(2), 99-113.
Gupta, S., Hanssens, D., Hardie, B., Kahn, W., Kumar, V., Lin, N., et al. (2006). Modeling customer lifetime value. Journal of Service Research, 9(2), 139. Haryana, India
Hogan, J. (2001). Expected Relationship Value:: A Construct, a Methodology for Measurement, and a Modeling Technique. Industrial Marketing Management, 30(4), 339-351. Vernon, USA.
Holbrook, M. (1996). Special session summary customer value a framework for analysis and research. Advances in Consumer Research, 23, 138-142. Duluth, USA.
Holbrook, M., & Gardner, M. (1993). An approach to investigating the emotional determinants of consumption durations: why do people consume what they consume for as long as they consume it? Journal of Consumer Psychology, 2(2), 123-142.New York, USA.
Holbrook, M., & Hirschman, E. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of consumer research, 9(2), 132-140. Madison, USA
Holbrook, M., Sánchez, R., & Iniesta, M. (2009). The conceptualisation and measurement of consumer value in services. International Journal of Market Research, 51(1), 93-113. Oxford, UK.
Igarashi, T., Medina, F., Brattinga, P., & Baur, R. (1993). Mi relación con el Diseño; El diseño, una vision global; El diseño en un mundo finito; Diseño por substracción. In M. Senestrari (Ed.), Ensayos sobre Diseño. Ediciones Infinito. Buenos Aires, Argentina.
Jain, D., & Singh, S. (2002). Customer lifetime value research in marketing: A review and future directions. Journal of Interactive Marketing, 16(2), 34-46. London, UK.
Jonas, W. (2001). A scenario for design. Design issues, 17(2), 64-80. Cambridge, USA
Jones, C. (1982). Métodos de Diseño.Editorial Gustavo Gili. Barcelona, España.
Lee, N., Broderick, A. J., & Chamberlain, L. (2007). What is neuromarketing? A discussion and agenda for future research. International Journal of Psychophysiology, 63(2), 199-204.
Lidwell, W., Holden, K., & Butler, J. (2005). Principios Universales de Diseño. Blume. Barcelona, España.
Llompart, R. (2009). La importancia del Diseño de Comunicación Visual desde las enseñanzas artísticas medias y superiores. Paper presented at the Encuentro Latinoamericano de Diseño. Palermo, Argentina.
Maeda, J. (2006). The laws of simplicity: The MIT Press. Cambridge, USA.
Mele, C. (2007). The synergic relationship between TQM and marketing in creating customer value. Managing Service Quality, 17(3), 240-258.
Monroe, K. B. (1979). Price: Making profitable decisions.McGraw-Hill. New York, USA.
Montaña, J. (1991). Diseño de nuevos productos. Temes de disseny, 12. Barcelona, España.
Montaña, J. (2004). Design management in the creation of brands.Barcelona, España
Montaña, J., & Fundación, B. (2001). Diseño: Rentabilidad social y rentabilidad económica. Ministerio de Ciencia y Tecnología. Barcelona, España.
Morgan, R., & Hunt, S. (1994). The commitmenttrust theory of relationship marketing. The Journal of Marketing, 58(3), 20-38. Chicago, USA.
Munari, B., & Rodríguez, C. A. (1989). ¿Cómo nacen los objetos? : Gustavo Gili. Barcelona, España
Naranjo, S. (2000). La equidad de marca “brand equity” una estrategia para crear y agregar valor. Estudios Gerenciales. Cali, Colombia.
Norman, D. (1990). La Psicología de los objetos cotidianos. Editorial Nerea. Madrid, España.
Otto, K. N., & Wood, K. L. (2000). Product design: Prentice Hall Englewood Cliffs, New Jersey.USA
Parasuraman, A. (1997). Reflections on gaining competitive advantage through customer value. Journal of the Academy of Marketing Science, 25(2), 154-161. Ruston, USA.
Parasuraman, A., Berry, L., & Zeithaml, V. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39-48. Cambridge, USA.
Payne, A., & Holt, S. (2001). Diagnosing customer value: integrating the value process and relationship marketing. British Journal of Management, 12(2), 159-182. UK.
Pugh, S. (1991). Total design: integrated methods for successful product engineering: Wokingham, England.
Ravald, A., & Grönroos, C. (1996). The value concept and relationship marketing. European Journal of Marketing, 30(2), 19-30.
Renvoisé, P., & Morin, C. (2007). Neuromarketing: Understanding the Buy Buttons in Your Customer’s Brain.Sales Brain LLC, Nashville, USA.
Rodríguez, G. (1997). Manual de diseño industrial: Gustavo Gili , DF, Mexico.
Sanchez-Fernandez, R., & Iniesta-Bonillo, M. (2006). Consumer perception of value: Literature review and a new conceptual framework. Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior, 19, 40. La Verne, USA.
Sánchez-Fernandez, R., & Iniesta-Bonillo, M. (2009). La estética y la diversión como factores generadores de valor en la experiencia de consumo en servicios. Revista Innovar, 19. Bogotá, Colombia.
Sheth, J., & Parvatiyar, A. (1995). Relationship marketing in consumer markets: antecedents and consequences. Journal of the Academy of Marketing Science, 23(4), 255-271. Ruston, USA.
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(2), 159-170.Nr Reading, UK.
Slater, S., & Narver, J. (1994). Market orientation, customer value, and superior performance. Business horizons, 37, 22-22. Bloomington, USA.
Turnbull, J. (2009). Customer Value-in-Experience: Theoretical foundation and research agenda.
ANZMAC, Sidney, Australia.
Ulrich, K., & Ellison, D. (1999). Holistic customer requirements and the design-select decision. Management science, 45(5), 641-658. Hanover, USA.
Ulrich, K., & Eppinger, S. (2009). Diseño y desarrollo de productos. DF, Mexico.
Ulrich, K., Sartorius, D., Pearson, S., & Jakiela, M. (1993). Including the value of time in design-for-manufacturing decision making. Management science, 39(4), 429-447. Hanover, USA.
Venkatesan, R., & Kumar, V. (2004). A customer lifetime value framework for customer selection and resource allocation strategy. Journal of Marketing, 68(4), 106-125. Chicago, USA.
Veryzer, R., & Borja de Mozota, B. (2005). The Impact of User Oriented Design on New Product Development: An Examination of Fundamental Relationships*. Journal of Product innovation management, 22(2), 128143. Chicago, USA.
Viladas, X. (2010). Diseño Rentable: 10 temas a debate (Vol. 2): Dami Editorial. Barcelona, España
Vinson, D., Scott, J., & Lamont, L. (1977). The role of personal values in marketing and consumer behavior. The Journal of Marketing, 41(2), 4450. Chicago, USA.
Woodruff, R. (1997). Customer value: the next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139-153. Ruston, USA.
Zeithaml, V. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. The Journal of Marketing, 2-22. Chicago, USA.
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2017-11-21
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Evaluación del concepto de valor para el consumidor en el marketing y el diseño. una revisión conceptual. (2017). Criterio Libre, 10(17), 193-216. https://doi.org/10.18041/1900-0642/criteriolibre.2012v10n17.1148
