An approach to define service strategies: The case of an ecotourism hotel in Mexico
Purpose: This article harmonizes the causal diagram with the objective tree to evaluate service quality and to identify action strategies that improve the quality of service in the hotel industry. Design/methodology/approach: In stage I, we obtained the quality perception records of 127 historical...
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| Format: | Article |
| Language: | English |
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OmniaScience
2024-02-01
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| Series: | Journal of Industrial Engineering and Management |
| Subjects: | |
| Online Access: | https://www.jiem.org/index.php/jiem/article/view/6099 |
| _version_ | 1827281148296822784 |
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| author | Margarito Landa-Zárate Eduardo Fernández-Echeverría Luis Enrique García-Santamaría Gregorio Fernández-Lambert Eduardo Martínez-Mendoza |
| author_facet | Margarito Landa-Zárate Eduardo Fernández-Echeverría Luis Enrique García-Santamaría Gregorio Fernández-Lambert Eduardo Martínez-Mendoza |
| author_sort | Margarito Landa-Zárate |
| collection | DOAJ |
| description | Purpose: This article harmonizes the causal diagram with the objective tree to evaluate service quality and to identify action strategies that improve the quality of service in the hotel industry.
Design/methodology/approach: In stage I, we obtained the quality perception records of 127 historical costumers, and 384 questionnaires. Subsequently, a causal diagram was generated in stage II. And finally, the above-mentioned strategies were created. The Causal Diagram clarifies the relationship between customer complaints and company weaknesses.
Findings: The goal tree makes it possible to categorize these strategies according to target levels.
Research limitations/implications: Costumers' opinions could generate biases in their responses. Future studies must consider other methods, such as Fuzzy Logic to reduce this bias.
Practical and social implications: This study approach can be replicated in other industrial sectors and is particularly useful for defining improvement plans related to service quality.
Originality/value: The integration of these tools will allow managers to better understand the experiences reported by guests because it allows understanding of the behaviors between the variables that influence the quality of service and the variables under the tangible elements of the service. |
| first_indexed | 2024-03-07T19:21:55Z |
| format | Article |
| id | doaj.art-717a6ee6a232428b926c22caf3ef0809 |
| institution | Directory Open Access Journal |
| issn | 2013-8423 2013-0953 |
| language | English |
| last_indexed | 2024-04-24T08:53:21Z |
| publishDate | 2024-02-01 |
| publisher | OmniaScience |
| record_format | Article |
| series | Journal of Industrial Engineering and Management |
| spelling | doaj.art-717a6ee6a232428b926c22caf3ef08092024-04-16T09:04:14ZengOmniaScienceJournal of Industrial Engineering and Management2013-84232013-09532024-02-0117118219510.3926/jiem.6099740An approach to define service strategies: The case of an ecotourism hotel in MexicoMargarito Landa-Zárate0Eduardo Fernández-Echeverría1Luis Enrique García-Santamaría2Gregorio Fernández-Lambert3Eduardo Martínez-Mendoza4Tecnológico Nacional de México/ITS de MisantlaTecnológico Nacional de México/ITS de ZacapoaxtlaTecnológico Nacional de México/ITS de MisantlaTecnológico Nacional de México/ITS de MisantlaUniversidad del Istmo, campus TehuantepecPurpose: This article harmonizes the causal diagram with the objective tree to evaluate service quality and to identify action strategies that improve the quality of service in the hotel industry. Design/methodology/approach: In stage I, we obtained the quality perception records of 127 historical costumers, and 384 questionnaires. Subsequently, a causal diagram was generated in stage II. And finally, the above-mentioned strategies were created. The Causal Diagram clarifies the relationship between customer complaints and company weaknesses. Findings: The goal tree makes it possible to categorize these strategies according to target levels. Research limitations/implications: Costumers' opinions could generate biases in their responses. Future studies must consider other methods, such as Fuzzy Logic to reduce this bias. Practical and social implications: This study approach can be replicated in other industrial sectors and is particularly useful for defining improvement plans related to service quality. Originality/value: The integration of these tools will allow managers to better understand the experiences reported by guests because it allows understanding of the behaviors between the variables that influence the quality of service and the variables under the tangible elements of the service.https://www.jiem.org/index.php/jiem/article/view/6099customer satisfaction, hotel industry, hotel service quality, service quality management, strategy |
| spellingShingle | Margarito Landa-Zárate Eduardo Fernández-Echeverría Luis Enrique García-Santamaría Gregorio Fernández-Lambert Eduardo Martínez-Mendoza An approach to define service strategies: The case of an ecotourism hotel in Mexico Journal of Industrial Engineering and Management customer satisfaction, hotel industry, hotel service quality, service quality management, strategy |
| title | An approach to define service strategies: The case of an ecotourism hotel in Mexico |
| title_full | An approach to define service strategies: The case of an ecotourism hotel in Mexico |
| title_fullStr | An approach to define service strategies: The case of an ecotourism hotel in Mexico |
| title_full_unstemmed | An approach to define service strategies: The case of an ecotourism hotel in Mexico |
| title_short | An approach to define service strategies: The case of an ecotourism hotel in Mexico |
| title_sort | approach to define service strategies the case of an ecotourism hotel in mexico |
| topic | customer satisfaction, hotel industry, hotel service quality, service quality management, strategy |
| url | https://www.jiem.org/index.php/jiem/article/view/6099 |
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