Actitud de los directores de hotel ante las opiniones de los clientes

Serkan Bertan, Volkan Altintas

Resumen

El propósito de este estudio es evaluar las actitudes de los directores de hotel ante las opiniones online de los clientes. La muestra de este estudio cuantitativo consiste en todos los hoteles de 4 y 5 estrellas en Turquía que tienen licencias de operación turística. El cuestionario diseñado para este estudio se envía por correo electrónico a los directores de hotel en tres momentos diferentes de 2016. El número de formularios del cuestionario recopilados es 155, de los que 120 se consideran válidos e integran el análisis. Los datos son analizados por SPSS 16. Los resultados de este estudio proporcionan información valiosa que puede ser útil para los gerentes de hotel en términos de retención de clientes.


Palabras clave

Director de hotel; Críticas; Comentarios en línea

Referencias

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DOI: https://doi.org/10.14198/INTURI2017.14.08



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