TY  - THES 
TI  - Elaboración de un estudio de carácter exploratorio para poner a prueba una herramienta de identificación de alternativas de recuperación del servicio en hoteles de negocio.  [recurso electrónico]
PB  - Universidad Icesi
PY  - 2014
UR  - http://hdl.handle.net/10906/77295
AB  - This Project is based on previous investigations and past projects which had as a primary
objective the development of a tool to improve the service. For this investigation, a
bibliographical review was developed and used to understand the relevant aspects about
quality and recovery service and some theorical elements leaded by the SERVPERF and
HOTELQUAL model.
The hotel industry was selected centered on the business hotels and HOTELQUAL AND
SERVPERF models were adapted to achieve the goals. For the investigation, we surveyed
70 people; in conclusion, although the modifications and recommendations, there are still
minor problems, which have been considered to improve the tool and go on with the
investigation, because the resultant model can be used as a tool to identify the different
solutions that should be used in certain problems.
KW  - Servicio
KW  - Calidad del servicio
KW  - Hoteles
KW  - Negocios
KW  - Trabajos de grado
KW  - Administración
KW  - Departamento de Gestión Organizacional
KW  - Producción intelectual registrada - Universidad Icesi
KW  - Recovery
KW  - Service
KW  - Solutions
ER  -