Estudio bibliométrico de la satisfacción del cliente en el segmento hotelero

Mauro Alejandro Monroy Ceseña

doi:10.24215/27186717e029

Autores/as

Mauro Alejandro Monroy Ceseña Departamento Académico de Economía Universidad Autónoma de Baja California Sur La Paz, Baja California Sur, México https://orcid.org/0000-0001-7175-9362

DOI:

https://doi.org/10.24215/27186717e029

Palabras clave:

bibliometría, investigaciones, mercadotecni, satisfacción, turismo

Resumen

A través de un estudio bibliométrico el presente trabajo de investigación busca conocer, de qué forma factores como la satisfacción del cliente en el ámbito hotelero son un factor clave en la búsqueda de la mejora continua a través de la literatura de negocios dentro del ámbito turístico. La investigación se centró en el desarrollo sistemático de un análisis de la literatura de la satisfacción del cliente en el entorno de hoteles en el que se incluyeron trabajos de investigación empíricos retrospectivos. Tales artículos fueron extraídos de la base de datos LENS.ORG procedentes de revistas con indexación en el Journal Citation Report (JCR). Por tanto, podemos afirmar que el estudio bibliométrico permite detectar la satisfacción del cliente como un factor clave para la mejora competitiva empresarial centro del marco estratégico de la industria hotelera. De hecho, es posible cerciorarnos que la satisfacción del cliente es un predecesor de beneficios de índole organizacional.

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Biografía del autor/a

Mauro Alejandro Monroy Ceseña, Departamento Académico de Economía Universidad Autónoma de Baja California Sur La Paz, Baja California Sur, México

Profesor -Investigador de Tiempo Completo en la Universidad Autónoma de Baja California Sur, adscrito al Departamento Académico de Economía. Cuenta con la licenciatura en Administración de Empresas por parte del Instituto Tecnológico de La Paz, Maestría en Ciencias de la Administración Instituto Tecnológico de Celaya y con el Doctorado en Ciencias Administrativas por parte del Instituto de Estudios Universitarios en Puebla. Es Investigador Nacional nivel 1 para CONACYT.

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