La hospitalidad en el servicio: de la estandarización a la personalización

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.

Los componentes del servicio -- La personalización y la calidad en el servicio -- Un punto clave: la satisfacción de los empleados de contacto -- Orientación al cliente -- Los “encuentros del servicio”: sello distintivo de las organizaciones -- Consideraciones finales