Publication: El factor humano en los sistemas de gestión de calidad del servicio: un cambio de cultura en las empresas turísticas
Authors
Gutiérrez Broncano, Santiago ; Rubio Andrés, Mercedes
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Publisher
Murcia: Escuela de Turismo
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DOI
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info:eu-repo/semantics/article
Description
Abstract
En los últimos años observamos como el incremento de la competencia y la necesidad
de mejorar la calidad de las empresas turísticas están íntimamente relacionadas. Pero llama
la atención que la mejora de la calidad no sea suficiente para hacer frente a los efectos que
la globalización tiene en el sector. La repercusión del factor humano se ha analizado e investigado
en el sector turístico pero se ha comprobado cómo posteriormente no se incorpora en
los sistemas de medición y mejora de la calidad del servicio. Por este motivo esta investigación
plantea una revisión de los modelos de gestión de calidad del servicio incorporando
como pieza clave en el desarrollo de los servicios y en la fidelización y satisfacción de los
clientes, al empleado. Su papel secundario ha dejado como único juez y sabio de la calidad al
cliente, dejando al empleado sin ningún tipo de función significativa en cuanto a la gestión de
la calidad del servicio. Se hace necesario por tanto crear nuevos modelos de gestión de calidad
que integren al empleado y de esta forma ayudan a las empresas del sector a conseguir
incrementos significativos y muy diferentes hacia la calidad del servicio
ABSTRACT: Over the last years we observe how closely related the competence growth and the need to improve the quality of the tourist companies are. But the fact that the improving of the quality is not enough to face up to the effects that globalization has in this sector calls the attention. The repercussion of the human factor has been analyzed and investigated in the tourist sector, but it has been verified how later it does not join in the measure systems and quality service improvement. For this reason this investigation raises a review of the models of quality measurement of the service incorporating the employee as a key piece in the development of the services and in the loyalty and satisfaction of the customers. The secondary role that the employee has adopted opposite to the customer eliminates any significant function in terms of the quality management of the service. Therefore, it becomes necessary to create new models of quality management that integrate the employee and then this helps the companies in this sector obtain important and different increases in the quality of the service.
ABSTRACT: Over the last years we observe how closely related the competence growth and the need to improve the quality of the tourist companies are. But the fact that the improving of the quality is not enough to face up to the effects that globalization has in this sector calls the attention. The repercussion of the human factor has been analyzed and investigated in the tourist sector, but it has been verified how later it does not join in the measure systems and quality service improvement. For this reason this investigation raises a review of the models of quality measurement of the service incorporating the employee as a key piece in the development of the services and in the loyalty and satisfaction of the customers. The secondary role that the employee has adopted opposite to the customer eliminates any significant function in terms of the quality management of the service. Therefore, it becomes necessary to create new models of quality management that integrate the employee and then this helps the companies in this sector obtain important and different increases in the quality of the service.
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