Estrategias centradas en el cliente en la gestión hotelera
Resumen
El aumento de la competitividad ha ido transformando el sector hotelero. Entre los cambios incorporados por la actividad hotelera, se destaca el customer-centricity, un enfoque relativamente nuevo asociado al éxito de las organizaciones de la hospitalidad. Este artículo tiene como objetivo presentar un ensayo teórico sobre el customer-centricity en la hostelería, a través de una investigación bibliográfica exploratoria, sintetizando la literatura relevante sobre el tema. Como resultado, se vio que la centricidad en el cliente se destaca como una estrategia organizacional que contribuye para que las empresas hoteleras promuevan experiencias memorables, generando valor para los huéspedes y una ventaja competitiva superior en su mercado. La cocreación, el factor humano de los servicios hoteleros y el uso de sistemas de información se consideran factores clave para el éxito de la implementación de estrategias de customer-centricity en los hoteles.
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