La calidad en el sector servicios: El reto para la competitividad turística del Ecuador, experiencias de su aplicación
Main Article Content
Abstract
Abstract: The quality of the current commercial dynamics becomes the main differentiating
factor in an increasingly competitive market, even more in the services sector, where the
growing emergence of new emerging destinations and the constant diversification of Tourist
products, has developed a thin line between the offer and the decision of purchase or return
by the client. In Ecuador, this is an element that has become more and more relevant in recent
years, the implementation of quality standards and models has been concentrated mainly in
the establishments oriented towards a receptive market, as well as in the main Destinations in
the country, however, as a public policy aimed at promoting tourism quality is being put in
place, the language of quality has been progressively included in other territories and markets.
This work includes some experiences obtained in the application of quality in the services
sector, as part of a process of formation and articulation with the business sector, mainly in
small and medium-sized tourism companies and hospitality.
Keywords: Quality in service, SERVQUAL, Quality management in tourism and hospitality
Downloads
Article Details
COPYRIGHT NOTICE
Authors who publish in the INNOVA Research Journal keeps copyright and guarantee the journal the right to be the first publication of the work under the Creative Commons License, Attribution-Non-Commercial 4.0 International (CC BY-NC 4.0). They can be copied, used, disseminated, transmitted and publicly exhibited, provided that: a) the authorship and original source of their publication (magazine, publisher, URL and DOI of the work) is cited; b) are not used for commercial purposes; c) the existence and specifications of this license of use are mentioned.
References
Albacete, C. A. (2004). Calidad de servicio en alojamientos rurales. Granada: Universidad de Granada.
Duque Oliva, E.J. Parra Díaz, M.C., (2015). Análisis de los modelos de medición de calidad percibida del servicio aplicados en la industria de hospitalidad. Perspectiva Empresarial. 2(2), 35-54. http://dx.doi.org/10.16967%2Frpe.v2n2a4.
Escobar Valencia, M., & Mosquera Guerrero, A. (2013). El marco conceptual relacionado con la calidad: una torre de Babel. Cuadernos de Administración, 29(50), 207–2016.
Garvin, D. A. (1988). Managing Quality: The Strategy and Competitive Edge. Nueva York: Free Press.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44.
Grönroos, C. (1994). Marketing y gestión de servicios: la gestión de los momentos de la verdad y la competencia en los servicios. Madrid: Editorial Díaz de Santos.
Kotler, P., Bowen, J., Makens, J., Rufín, R., & Reina, M. D. (2004). Marketing para turismo (Pearson Educación). Madrid.
López, N. (2003). Marketing en restauración. Madrid: Editorial Síntesis.
Miguel, J. A. (2002). Calidad de servicio en el sector turístico. Netbiblo.
Ministerio de Turismo. (2015, Mayo 26). MinTur entrega el distintivo “Q” de Calidad a establecimientos turísticos. Recuperado el 20 de noviembre de 2017, a partir de http://www.turismo.gob.ec/mintur-entrega-el-distintivo-q-de-calidad-a-establecimient os-turisticos/.
Ministerio de Turismo [Mintur]. (2015). Catastro Nacional de Establecimientos Turísticos 2015 (Sistema Integrado de Información Turística). Quito, Ecuador: Ministerio de Turismo.
Oliver, R. (1981). Measurement and evaluation of the satisfaction process in retail settings.Journal of Retailing, 57, 25–48.
Parasuraman, A., Zeithaml, V., &Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–45.
Salazar Duque, D. y Burbano Argoti, C. (2017). Análisis de la oferta gastronómica, una perspectiva comercial a través del marketing de servicios: Caso sector la Rumipamba, Pichincha, Ecuador. Revista Interamericana de Ambiente y Turismo. 13(1). 2-14. ISSN 0717-6651.
Santomá, R., & Costa, G. (2007). Calidad de servicio en la industria hotelera: revisión de la Literatura. Revista de Análisis Turístico, (3), 27–44.