Marketing of services and guest satisfaction in the hotel industry. Literature review

This research aims to identify the main factors that have been studied about the marketing of services and guest satisfaction in the hotel industry through a review of the literature during the period 2003 to 2023. The research path that was considered was of a qualitative order, since the first att...

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Main Authors:	Monroy-Ceseña, Mauro Alejandro, Cruz-Chávez, Plácido Roberto, Trujillo-Narváez Rivera, Wilbur Sócrates
Format:	Online
Language:	spa
Published:	ACACIA A.C. 2024
Online Access:	https://cienciasadmvastyp.uat.edu.mx/index.php/ACACIA/article/view/386
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id	oai:ojs.pkp.sfu.ca:article-386
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spelling	oai:ojs.pkp.sfu.ca:article-3862024-07-15T17:23:47Z Marketing of services and guest satisfaction in the hotel industry. Literature review Mercadotecnia de servicios y satisfacción del huésped en la hotelería. Revisión de literatura Monroy-Ceseña, Mauro Alejandro Cruz-Chávez, Plácido Roberto Trujillo-Narváez Rivera, Wilbur Sócrates Mercadotecnia servicios satisfacción Marketing services satisfaction This research aims to identify the main factors that have been studied about the marketing of services and guest satisfaction in the hotel industry through a review of the literature during the period 2003 to 2023. The research path that was considered was of a qualitative order, since the first attempt was to discover and refine research questions until the main components around the study variables were identified using the database through the LENS platform. ORG, and the use of the VOSviewer tool to carry out bibliometric networks. Two clusters were identified that, through a bibliometric network directed towards the incidence of marketing in the hotel field with emphasis on the hospitality industry, the main study components were distinguished. It can be affirmed that, by effectively linking the advocacy component to human resources towards the organizational goals and objectives, as well as towards the adaptation of the prevailing organizational culture, people can be recruited, developed, encouraged, and retained to gain a competitive advantage; therefore, the success at a strategic and tactical level of a company immersed in the hotel industry. Esta investigación tiene como objetivo identificar los principales factores que se han estudiado acerca de la mercadotecnia de servicios y la satisfacción del huésped en la hotelería a través de una revisión de la literatura durante el periodo 2003 a 2023. La ruta de investigación que se consideró fue de orden cualitativo, ya que, se trató primero de descubrir y refinar preguntas de investigación hasta identificar los principales componentes alrededor de las variables de estudio usando la base de datos a través de la plataforma LENS. ORG, y, el uso de la herramienta VOSviewer para realizar redes bibliométricas. Se identificaron dos clústeres que, a través una red bibliométrica dirigida hacia la incidencia de la mercadotecnia en el ámbito hotelero con énfasis en la industria de la hospitalidad se distinguieron los principales componentes de estudio. Se puede afirmar que, al vincular de forma efectiva el componente de incidencia a los recursos humanos hacia las metas y objetivos organizacionales, así también, como hacia la adaptación de la cultura organizacional prevaleciente, las personas pueden ser reclutados, desarrollados, alentados y retenidos para obtener una ventaja competitiva; por lo tanto, el éxito a nivel estratégico y táctico de una empresa inmersa en la industria hotelera. ACACIA A.C. 2024-07-15 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Artículo revisado por pares text/html application/pdf https://cienciasadmvastyp.uat.edu.mx/index.php/ACACIA/article/view/386 10.46443/catyp.v20i2.386 Ciencias Administrativas. Teoría y Praxis; Vol. 20 No. 2 (2024): JULIO - DICIEMBRE; 34 - 50 Ciencias Administrativas. Teoría y Praxis; Vol. 20 Núm. 2 (2024): JULIO - DICIEMBRE; 34 - 50 2683-1465 2683-1457 spa https://cienciasadmvastyp.uat.edu.mx/index.php/ACACIA/article/view/386/481 https://cienciasadmvastyp.uat.edu.mx/index.php/ACACIA/article/view/386/489 http://creativecommons.org/licenses/by-nc-nd/4.0
institution	CIENCIAS ADMINISTRATIVAS
collection	OJS
language	spa
format	Online
author	Monroy-Ceseña, Mauro Alejandro Cruz-Chávez, Plácido Roberto Trujillo-Narváez Rivera, Wilbur Sócrates
spellingShingle	Monroy-Ceseña, Mauro Alejandro Cruz-Chávez, Plácido Roberto Trujillo-Narváez Rivera, Wilbur Sócrates Marketing of services and guest satisfaction in the hotel industry. Literature review
author_facet	Monroy-Ceseña, Mauro Alejandro Cruz-Chávez, Plácido Roberto Trujillo-Narváez Rivera, Wilbur Sócrates
author_sort	Monroy-Ceseña, Mauro Alejandro
title	Marketing of services and guest satisfaction in the hotel industry. Literature review
title_short	Marketing of services and guest satisfaction in the hotel industry. Literature review
title_full	Marketing of services and guest satisfaction in the hotel industry. Literature review
title_fullStr	Marketing of services and guest satisfaction in the hotel industry. Literature review
title_full_unstemmed	Marketing of services and guest satisfaction in the hotel industry. Literature review
title_sort	marketing of services and guest satisfaction in the hotel industry. literature review
description	This research aims to identify the main factors that have been studied about the marketing of services and guest satisfaction in the hotel industry through a review of the literature during the period 2003 to 2023. The research path that was considered was of a qualitative order, since the first attempt was to discover and refine research questions until the main components around the study variables were identified using the database through the LENS platform. ORG, and the use of the VOSviewer tool to carry out bibliometric networks. Two clusters were identified that, through a bibliometric network directed towards the incidence of marketing in the hotel field with emphasis on the hospitality industry, the main study components were distinguished. It can be affirmed that, by effectively linking the advocacy component to human resources towards the organizational goals and objectives, as well as towards the adaptation of the prevailing organizational culture, people can be recruited, developed, encouraged, and retained to gain a competitive advantage; therefore, the success at a strategic and tactical level of a company immersed in the hotel industry.
publisher	ACACIA A.C.
publishDate	2024
url	https://cienciasadmvastyp.uat.edu.mx/index.php/ACACIA/article/view/386
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Marketing of services and guest satisfaction in the hotel industry. Literature review

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