Análisis del sistema integral de recuperación del servicio en el sector hotelero de la ciudad de Cartagena
Análisis del sistema integral de recuperación del servicio en el sector hotelero de la ciudad de Cartagena
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Objetivo: La investigación se centró en analizar al sistema integral de recuperación del servicio desde la perspectiva del cliente interno. Metodología: Se tomó una muestra por conveniencia de 56 hoteles de la ciudad de Cartagena, en los cuales se aplicó entrevistas a expertos del sector y personal directamente relacionado con el servicio., Para el cálculo y análisis de los datos se utilizó el software SPSS. Resultados: Se encontró que los hoteles del sector aplican sistema integral de recuperación del servicio, pero existen unas oportunidades de mejoras dado que los promedios rodean entre 3.9 y 4, 0, los resultados más críticos se observan en la participación de los empleados en los mecanismos de recolección de la información disponible, participación de los empleados en el análisis de la información y la poca o nula capacitación para atender los fallos del servicio. Conclusiones: El sector hotelero de Cartagena necesita de procedimientos para recoger la información de los empleados referente a las deficiencias en el servicio, al igual que el involucramiento de todos los niveles de la organización en la identificación y análisis de la información. Además, el consenso en las acciones a tomar resulta determinante para entregar valor a los huéspedes y una respuesta rápida ayuda a generar la percepción en el cliente de que es tratado de manera justa por parte de la organización.
Palabras clave: Cliente interno, Fallos del Servicio, Fidelización, Recuperación del Servicio, Respuesta Rápida, SIRS.
Abstract
Objective: Research focused on analyzing the comprehensive recovery system of the service from the perspective of the internal client. Methodology: a sample was taken for convenience of 56 Hotels in the city of Cartagena, which applied interviews experts from the sector and staff directly related to the service, for the calculation and data analysis, the SPSS software was used. Results: Found that hotels in the sector apply comprehensive service recovery system, but there are a few opportunities for improvement given that surround the averages between 3.9 and 4,0, the most critical results can be seen in the participation of employees in the available data collection mechanisms, participation of employees in the analysis of information and little or no training for service failures. Conclusions: The hotel sector of Cartagena needs procedures for collecting information from employees regarding deficiencies in the service, as well as the involvement of all levels of the Organization in the identification and analysis of the information. Also, consensus on the actions to take is decisive to deliver value to our guests and a rapid response helps to generate the perception on the client that is treated fairly by the organization.
Key words: recovery of the service, service failures, SIRS, quick response, internal customer.
Resumo
Objectivo: A investigação incidiu sobre a análise do sistema de recuperação de serviço integral a partir da perspectiva do cliente interno. Métodos: A amostra de conveniência de 56 hotéis na cidade de Cartagena, onde as entrevistas foi aplicado com especialistas da indústria e pessoal envolvido no serviço foi tomada, IIN o cálculo e análise de software SPSS dados foi utilizada . Resultados: Verificou-se que os hotéis do setor aplicam sistema abrangente de recuperação de serviço, mas existem algumas oportunidades de melhoria desde médias em torno de entre 3,9 e 4, 0, os resultados mais críticos são vistos na participação dos trabalhadores na mecanismos de recolha de informações disponíveis, a participação dos trabalhadores na análise de informações e pouco ou nenhum treinamento para lidar com falhas de serviço. Conclusões: A indústria hoteleira precisa de procedimentos de Cartagena para recolher informações de funcionários para as deficiências de serviço, bem como o envolvimento de todos os níveis da organização na identificação e análise de informações. Além disso, o consenso sobre as acções a tomar decisiva para entregar valor aos clientes e uma resposta rápida ajuda a gerar a percepção de que o cliente é tratado de forma justa pela organização.
Palavras-chave: falhas internas de atendimento ao público, lealdade, Recovery Service, de resposta rápida, SIRS.
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