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Gestión de quejas en establecimientos hoteleros

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  • 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.

Suggested Citation

  • Juan J. López Sobejano, 2007. "Gestión de quejas en establecimientos hoteleros," Contribuciones a la Economía, Servicios Académicos Intercontinentales SL, issue 2007-01, January.
    • Handle: RePEc:erv:contri:y:2007:i:2007-01:a53206ac36023f4c6f79be69e13c8812
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