Percepción de los servicios de apoyo en el sector hoteleroUn análisis internacional

  1. Ortega Martínez, Enrique 1
  2. Rodríguez Herráez, Beatriz 2
  3. Lévy Mangin, Jean Pierre 3
  1. 1 Universidad Complutense de Madrid
    info

    Universidad Complutense de Madrid

    Madrid, España

    ROR 02p0gd045

  2. 2 Universidad Rey Juan Carlos. Madrid
  3. 3 Université de Québec en Outaouais. Canadá
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Revista:
Cuadernos de turismo

ISSN: 1139-7861

Año de publicación: 2008

Número: 21

Páginas: 113-134

Tipo: Artículo

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Otras publicaciones en: Cuadernos de turismo

Resumen

Supporting services are those services that help the firms to fulfil customers needs and to differentiate the total service offered by firms from their competition. This study explore the importance of supporting services in the hospitality firms using surveyʼs data from tourists of five countries. The tourists are segmented in clusters by their perceived importance of 15 supporting services and discriminant analysis is applied to identify the supporting services that discriminate best between the identified clusters. The study finds that some supporting services are very important to hotel customers with significant difference among the supporting services. The three identified clusters are associated with national cultures as well as the importance of each supporting services.

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