This file is part of IDEAS, which uses RePEc data


[ Papers | Articles | Software | Books | Chapters | Authors | Institutions | JEL Classification | NEP reports | Search | New papers by email | Author registration | Rankings | Volunteers | FAQ | Blog | Help! ]

Gestión de quejas en establecimientos hoteleros

Author info | Abstract | Publisher info | Download info | Related research | Statistics
Author Info
Juan J. López Sobejano
Abstract

Últimamente se están sucediendo una serie de artículos que reflejan la creciente concienciación de la industria turística (o al menos de los que estudian el turismo) por una nueva visión de la gestión, menos dependiente de criterios estrictamente económicos y materiales y más en relaciones personales y calidad emocional. Uno de los instrumentos fundamentales dentro de este nuevo tipo de gestión es la gestión de quejas. Y fundamentalmente por dos razones: permite conocer los fallos propios y es un instrumento de primera magnitud para fidelizar. Hay una importante literatura en este sentido, a mí me parecen muy interesantes el libro de Luís María Huete, Servicios & Beneficios y el de Janelle Barlow y Claus Moller, Una Queja es un Regalo.

Download Info
To download:

If you experience problems downloading a file, check if you have the proper application to view it first. Information about this may be contained in the File-Format links below. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

File URL: http://www.eumed.net/ce/2007a/jjls-quej.htm
File Format: text/html
File Function:
Download Restriction: no

Publisher Info
Article provided by Grupo Eumed.net (Universidad de Málaga) in its journal Contribuciones a la Economía.

Volume (Year): (2007)
Issue (Month): 2007-01 (January)
Pages:
Download reference. The following formats are available: HTML (with abstract), plain text (with abstract), BibTeX, RIS (EndNote, RefMan, ProCite), ReDIF
Handle: RePEc:erv:contri:y:2007:i:2007-01:a53206ac36023f4c6f79be69e13c8812

Contact details of provider:
Web page: http://www.eumed.net/ce/

For technical questions regarding this item, or to correct its listing, contact: (Rafael Gómez Sánchez).

Related research
Keywords:

Statistics
Access and download statistics

Did you know? Apart from a small start up grant in the 1990's, RePEc has received no funding and lives on the help of volunteers.

This page was last updated on 2010-1-2.

This information is provided to you by IDEAS at the Department of Economics, College of Liberal Arts and Sciences, University of Connecticut using RePEc data on a server sponsored by the Society for Economic Dynamics.