La Calidad Percibida por el Cliente del Servicio Hotelero. Una Revisión Bibliográfica

Abstract

This article analyzes the main theoretical conceptions about the conceptual aspects of the perceived quality of service in hotels. The bibliographic review reaches from 1985 to 2018. Physical and digital publications, including books, thesis and scientific articles, related to the hotel service have been included. Among the concepts studied is the conceptualization of hotel service quality and the variables related to perceived service quality. The general objective was to conceptualize the quality perceived by the hotel service customer and as specific objectives: 1. Conceptualize the quality of the hotel service and 2. Analyze the variables related to the perceived quality of the service. The following conclusions were reached: the basic postulates considered in the perceived quality of the service in hotels must take into account the expectations and perceptions of the clients, include the customer's post-purchase behaviors, measure themselves according to the characteristics of the clients and adapt them to the hotel service and the current environment; The theoretical and practical foundations in relation to the perceived quality of service in hotels are still very limited; Perceived quality of service in hotels, unlike the classic concept, is “the difference that hotel customers find when comparing what they received versus what they expected; an attitude, different from the specific satisfaction and equivalent to the global satisfaction, that is considered a multidimensional variable that must take into account the desired expectations and / or the expected and the perceptions of the clients, be measured according to the characteristics of the clients , appropriate to the environment and continuously.”