Repositorio Institucional UniAgustiniana

El Repositorio Institucional de la UniAgustiniana administra, preserva y difunde en OPEN ACCESS los documentos académicos de la institución: tesis, trabajos finales de graduación, libros, artículos, resultados de investigación, trabajos docentes, etc. Actualmente está indexado en varios recolectores mundiales de metadatos OAI-PMH que incrementan su visibilidad y permiten la consulta y citación de sus contenidos en todo el planeta, garantizando de este modo el acceso ilimitado y continuo a nuestra producción académica/universitaria.

Recent Submissions

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Acompañamiento integral para mejorar la experiencia de clientes inmobiliarios_ estudio de caso en Investigaciones y Cobranzas El Libertador

Jonathan Javier Pulga Niño; Yulieth Moreno Contreras

The real estate customer experience is a key factor for organizations providing leasing-related services, particularly when addressing customer needs involves multiple departments and touchpoints. In this context, this research aimed to analyze the factors influencing the experience of real estate clients at Investigaciones y Cobranzas El Libertador, with the goal of formulating guidelines to strengthen a comprehensive support model. The study was descriptive in nature and employed a case study approach, integrating both quantitative and qualitative data. Surveys were administered to 26 real estate clients and 11 employees from departments involved in customer service and request management. Additionally, a document review was conducted, and institutional INS and NPS indicators for the January–July 2026 period were analyzed as secondary data. The results revealed a favorable perception regarding the treatment received, the clarity and reliability of information, and the staff's knowledge of processes. However, opportunities for improvement were identified regarding the quality of responses, request follow-up, information continuity, and inter-departmental coordination. Institutional indicators showed a positive trend during the period analyzed. The study concludes that enhancing the customer experience requires consolidating mechanisms for follow-up, continuity, and internal coordination to provide more comprehensive support and reduce the effort required by clients to manage their requests.

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Voces de la Memoria Queer: Relatos y Patrimonio Cultural en Chapinero

Daniel Sayori Beltrán González

Voces de la Memoria Queer: Relatos y Patrimonio Cultural en Chapinero is a research-creation project developed within the Specialization in Cultural Heritage Management and Communication at Universitaria Agustiniana, which examines how sound-based languages can contribute to reconstructing and making visible queer memory in the Chapinero locality of Bogotá. The research responds to the persistent invisibilization of LGBTQ+ experiences, narratives, and cultural expressions, which have remained outside official heritage-recognition processes in Colombia. Through a qualitative, participatory, and research-creation approach grounded in semi-structured interviews, the project documents the life experiences of individuals connected to emblematic sites in the locality, Theatron, Chapinero's theaters, and the Sebastián Romero LGBT House, etc in order to understand how these spaces have shaped the collective memory of the queer community. As a result, the project proposes a four-episode podcast, understood as a communicative mediation that circulates these testimonies and prompts public debate on the place queer identity should occupy within the country's heritage discussions. The project concludes that, despite the historical contributions of the LGBTQ+ community to art, culture, and rights advocacy in Colombia, this memory remains institutionally unrecognized as cultural heritage, and argues that the sound recording of these testimonies constitutes a legitimate and necessary form of heritage approach.