Estudo bibliométrico da satisfação do cliente no segmento hoteleiro
DOI:
https://doi.org/10.24215/27186717e029Palavras-chave:
bibliometría, pesquisa, marketing, satisfação, turismoResumo
Atraves de um estudo bibliométrico, este trabalho de pesquisa procura descobrir como fatores como a satisfação do cliente no âmbito hoteleiro são um fator chave na busca de melhoria contínua através da literatura de negócios dentro do campo do turismo. A pesquisa realizada centrou-se no desenvolvimento sistemático de uma análise bibliográfica sobre a satisfação do cliente no ambiente hoteleiro, na qual se incluíram trabalhos de investigação empírica retrospectiva. Esses artigos foram extraídos da base de dados LENS.ORG, de periódicos/revistas indexados no Journal Citation Report (JCR). Pode-se concluir e afirmar que, por meio de um estudo bibliométrico, permite detectar a satisfação do cliente como fator chave para a melhoria competitiva do negócio dentro da estrutura estratégica da indústria hoteleira. Assim, é possível verificar que a satisfação do cliente é antecessora de benefícios organizacionais.
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