INTELLECTUAL CAPITAL: STRATEGIC MODEL FOR QUALITY OF SERVICE IN INTELLIGENT ORGANIZATIONS

This aims to analyze the intellectual capital as a strategic model for quality of service in smart organizations Municipality Maracaibo, Zulia State, Venezuela, is based on the principles of Boscan and Sandrea (2015), Zapata (2009), Bernardez (2008), Edvinsson and Malone (2003), among others. Methodologically it is based on a scientific-positivist paradigm, analytic, descriptive with a non-experimental, cross-sectional design field, with a non-experimental, cross-sectional design field. The population consisted of (36) people and features the following criteria: (6) managers, (15) employees and (15) customers in a smart organization of the Municipality Maracaibo, Zulia State, Venezuela. Among the results it is concluded that sometimes develop the human, structural and patronage equity thus increasing the intangible assets that each employee has (values, attitudes, skills and knowledge) also sometimes show their best attitudes and dispositions to respond to the concerns in addition to responding to requests for users using tangibility, trust, responsibility, security and empathy.