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Indicadores de calidad en agencias de viajes receptivas

Author

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  • Ana A. Dipierri
  • Marina Zanfardini

Abstract

La medición de la calidad percibida, como elemento de competitividad, se ha ido incorporando en las últimas tres décadas en el ámbito de los servicios. Sin embargo, constituye una materia pendiente en el campo de la actividad turística de nuestro país, específicamente en las agencias de viajes minoristas receptivas. Este trabajo contribuye en la definición de los indicadores de calidad correspondientes a las agencias de viajes receptivas de San Martín de los Andes, Neuquén. Utilizando la técnica Delphi se consultó a diferentes tipos de expertos, conformando una escala de 23 ítems de calidad. Asimismo se detectaron importantes discrepancias entre los indicadores propuestos por los diferentes grupos de expertos.

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Handle: RePEc:nmp:aportr:v:8:y:2004:i:2:id:607
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