Calidade, orientación ao servizo dos empregados e ratio C/E: efecto das características dos hoteis

• Autores: Teresa García Garazo, José Leandro Benito Torres, Concepción Varela Neira
• Localización: Revista galega de economía: Publicación Interdisciplinar da Facultade de Ciencias Económicas e Empresariais, ISSN-e 2255-5951, ISSN 1132-2799, Vol. 20, Nº. 1, 2011, págs. 213-228
• Idioma: gallego
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• Resumen

  • La calidad de servicio de las empresas hoteleras constituye un elemento clave de su éxito, por lo que resulta de interés su conocimiento, así como en qué medida esta variable se asocia a diferentes características de las empresas. También tiene interés conocer el nivel de la orientación al servicio de los empleados de contacto con los clientes y la ratio �habitacio-nes/empleados�, ya que estas variables tienen potencial para incidir en la calidad de servicio percibida. Este trabajo propone medir este conjunto de variables en los hoteles gallegos e identificar en qué medida características como el número de estrellas, la localización y la afiliación a una cadena tienen capacidad para diferenciarlas significativamente.

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