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Palmira López-Fresno is a qualified Economic and business Scientist. Her career has progressed in the area of quality management and business excellence, and she has acted as a director of various organizations (SPANAIR, RACC y STIGA) as well as an assessor and trainer. She has broad experience in service quality and has worked with a diversity of organization in America, Europe, Pacific Asia as a speaker, trainer, assessor and evaluator. Currently she is the president of Comité de Calidad de los
Servicios (Asociación Española para la Calidad, AEC), Vice President of the AEC, project manager and a delegate in Catalonia at the Club Excelencia en Gestión (CEG). She has also had various books published.
Management of Complaints. From Dissatisfaction to Loyalty