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Author: search.filters.author.Vázquez-Gómez, Rosa-AdrianaSubject: search.filters.subject.Hospitalidad

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    Item type:Publication,
    La hospitalidad en el servicio: de la estandarización a la personalización
    (Hospitalidad ESDAI, 2014)
    Vázquez-Gómez, Rosa-Adriana
    ;
    Campus Ciudad de México
    The connection of quality service with factors such as customer satisfaction, customer loyalty and employee satisfaction has given place to multiple research approaches, and has forced us to rethink the traditional concept and components of service. Hence, in light of these new perspectives, features and service components –such as its intangibility, simultaneous production and consumption, impossibility of standardization and its enduring character– are insufficient to analyze the process of provision and customer satisfaction, because we know that offering and receiving a service puts into play mainly human and psychological aspects which impact heavily on the quality of service, main organizational goal and fountain of profit. Services also occur in environments that involve physical components and atmosphere which can likewise result in waiting time and entertainment for clients.
      21  430
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    Dos vertientes de aproximación a la hospitalidad.
    (Hospitalidad ESDAI, 2012)
    Vázquez-Gómez, Rosa-Adriana
    ;
    Campus Ciudad de México
    We can say that the research about hospitality, service management and administration, has focused on the tourism industry, based on the importance of this sector, which is one of the main sources of incomes. Thus, this trend of study has an economic rationale. As a counterpart, because it is a complex term, another aspect of studies about hospitality has focused on it as a human phenomenon that involves various transactions between guests and hosts at the socio-cultural level, complementing the management activities of the so-called hospitality companies. Thus, we have two large panoramas in hospitality research: one concerning management and administration of the so-called hospitality industry and the other related to the modalities that social interactions acquire between hosts and guests, resulting from the social movements: tourism, migration and asylum, which are based on the premise of meeting the needs of the stranger to make him feel as an acquaintance.
      9  176
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    La hospitalidad para Carlos Llano.
    (Hospitalidad ESDAI, 2010)
    Vázquez-Gómez, Rosa-Adriana
    ;
    Campus Ciudad de México
    Without doubt, one of the main contributions made by Carlos Llano is the humanization of business. This may seem paradoxical due to the fact economic organizations are built and developed by human beings. However, precisely because it is so obvious, this humanistic view of business has been left out with dire consequences: A utilitarian and undignified use of people. Based on two of his writings, this article pretend to be a reflection on two of Carlos Llano's main ideas on this subject: Hospitality and friendship, thus rending homage to one of the pillars of "Universidad Panamericana".
      37  198