Experiencia y satisfacción del cliente: evaluación de vínculos y temas en la industria hotelera
DOI:
https://doi.org/10.17561/ree.n2.2024.8845Palabras clave:
Experiencia del huésped, Industria hotelera, Satisfacción del cliente, Calidad del servicioResumen
La industria hotelera ofrece varios servicios simultáneamente a los clientes y tiene un papel fundamental en sector turístico y en el desarrollo económico. Este trabajo tiene como objetivo principal explorar como la experiencia del cliente y la satisfacción del cliente se relacionan en la industria hotelera. Además, procura también analizar los factores que afectan la satisfacción del cliente y las intenciones de compra. Para realizar el análisis, se aplican un análisis temático y un análisis de co-citación a la producción de literatura científica. Los resultados muestran que el boca a boca ha sido mayormente reemplazado por el boca a boca electrónico, las reseñas en línea han ganado relevancia en influenciar el comportamiento del cliente y las decisiones de compra, los determinantes de la calidad del servicio, particularmente aquellos relacionados con entornos y configuraciones físicas, son críticos para la experiencia y la satisfacción del cliente, y los empleados y la satisfacción laboral están entre los temas más relevantes dentro del ámbito de investigación. Este estudio también proporciona varias implicaciones relevantes y orientaciones para académicos y profesionales, y algunas sugerencias para investigaciones futuras.
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