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]

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.