Resumen

RODRIGUEZ SANDOVAL, Mercedes Patricia  y  FANTONI ZURITA, Giovanni Francisco. PERCEPTION OF QUALITY OF THE MEDIATION PROCESS: CASE APPROACH IN MEDIATION CENTER. Conrado [online]. 2018, vol.14, n.61, pp.144-149. ISSN 2519-7320.

Mediation is an innovative figure that has evolved in the last decade, for this reason the objective was to determine the level of perception of users about the quality of the mediation process through a focus of three cases ventilated in the Mediation Centers of the city of Guayaquil. The descriptive, qualitative, phenomenological and interpretive methodology was applied, using the interview to six users (two for each case), whose results were the following: despite the mediator's impartiality, it was identified dissatisfaction of users who perceived low degree of communication, motivation and participation on the part of this authority that was somewhat apathetic and distant from the process, when its theoretical role is active, pacifying and human; this diminished the confidence of the citizens. It is concluded that the communicative and empathic capacity of the Mediators should be improved to strengthen the reliability of this process in the beneficiaries, emphasizing the strengthening of their quality and warmth, over the incremental statistics of these procedures.

Palabras clave : Perception; quality; process; mediation; cases.

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