Conceptual review of loyalty in hotel services

Detalles Bibliográficos
Autores Principales: ESCAMILLA SANTAMARÍA, MARTHA AURORA, DUQUE OLIVA, EDISON JAIR
Formato: Artículo (Article)
Lenguaje:Español (Spanish)
Publicado: Universidad Libre
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id ir-10901-13945
recordtype dspace
spelling ESCAMILLA SANTAMARÍA, MARTHA AURORA
DUQUE OLIVA, EDISON JAIR
2018-01-22
https://revistas.unilibre.edu.co/index.php/criteriolibre/article/view/1236
10.18041/1900-0642/criteriolibre.2011v9n14.1236
The growing market competition has forced the generation of strategies that allow client retention. Loyalty has come as an answer to this need and has shown benefi ts not only for companies in terms of income increase and cost reduction, but also for consumers in terms of comfort, trust and savings. The service sector shows a higher potential of generating loyalty than the goods sector. Loyalty in touristic destinations is measured by variables such as tourist satisfaction, image of the destination and attachment to the place. Currently, research about loyalty in hotel services turn around the determination and classification of the generation of critical factors in positive experiences for guests
La creciente competitividad de los mercados obliga a la generación de estrategias que permitan retener clientes; la lealtad surge como una respuesta ante esta necesidad y ha demostrado benefi cios tanto para las empresas en términos de aumento de ingresos y reducción de costos, como para los consumidores en términos de comodidad, confi anza y ahorro. El sector servicios tiene mayor potencial de generación de lealtad que el de bienes. La lealtad a los destinos turísticos se encuentra mediada por variables como la satisfacción del turista, la imagen del destino y el apego al lugar. Actualmente las investigaciones acerca de la lealtad en servicios hoteleros giran alrededor de la determinación y clasifi cación de los factores críticos en la generación de experiencias positivas en los huéspedes.
La compétitivité croissante des marchés nécessite la génération de stratégies visant à fidéliser les clients; la fidélité est une réponse à ce besoin et a démontré des avantages pour les deux sociétés en termes de revenus et des coûts réduits pour les consommateurs. Le secteur des services a un plus grand potentiel pour générer la fidélité réelle. La fidélité à des destinations touristiques est médiée par des variables telles que la satisfaction du touriste, l’image de destination et de l’attachement au lieu. Les recherches actuelles sur la loyauté dans les services de l’hôtel tourne autour de la définition et la classification des facteurs essentiels dans la création d’expériences positives pour les clients.
A crescente competitividade dos mercados obriga à geração de estratégias que permitam reter clientes; a lealdade surge como uma resposta ante esta necessidade e tem demonstrado benefícios tanto para as empresas em términos de aumento de lucros e redução de custos, como para os consumidores em términos de comodidade, confiança e economia. O setor serviços tem maior potencial de geração de lealdade que o de bens. A lealdade aos destinos turísticos se encontra mediada por variáveis como a satisfação do turista, a imagem do destino e o apego ao lugar. Atualmente as pesquisas sobre a lealdade em serviços hoteleiros giram ao redor da determinação e classificação dos fatores críticos na geração de experiências positivas nos hóspedes.
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Criterio Libre; Vol. 9 Núm. 14 (2011): Revista Criterio Libre No. 14; 181-202
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1900-0642
Conceptual review of loyalty in hotel services
Revisión conceptual de la lealtad en servicios hoteleros
Examen conceptuel de la fidelite dans les services hoteliers
Revisão conceitual da lealdade em serviços hoteleiros
Artículo Revisado por Pares Académicos
http://purl.org/coar/resource_type/c_6501
http://purl.org/coar/version/c_970fb48d4fbd8a85
Lealtad
marketing
satisfacción
institution Universidad Libre de Colombia
collection DSpace
title Conceptual review of loyalty in hotel services
spellingShingle Conceptual review of loyalty in hotel services
ESCAMILLA SANTAMARÍA, MARTHA AURORA
DUQUE OLIVA, EDISON JAIR
Lealtad
marketing
satisfacción
title_short Conceptual review of loyalty in hotel services
title_full Conceptual review of loyalty in hotel services
title_fullStr Conceptual review of loyalty in hotel services
title_full_unstemmed Conceptual review of loyalty in hotel services
title_sort conceptual review of loyalty in hotel services
author ESCAMILLA SANTAMARÍA, MARTHA AURORA
DUQUE OLIVA, EDISON JAIR
author_facet ESCAMILLA SANTAMARÍA, MARTHA AURORA
DUQUE OLIVA, EDISON JAIR
topic Lealtad
marketing
satisfacción
topic_facet Lealtad
marketing
satisfacción
language Español (Spanish)
publisher Universidad Libre
format Artículo (Article)
_version_ 1779705638726664192
score 12,131701