TITLE:
Quality, Satisfaction and Industrial Disputes in the Tourist Accommodation Services of the State of Mérida, Venezuela
AUTHORS:
Flora M. Díaz-Pérez, Maria Bethencourt-Cejas, Marysela C. Morillo-Moreno
KEYWORDS:
Tourism; Quality; Industrial Disputes; Services and Job Satisfaction
JOURNAL NAME:
Technology and Investment,
Vol.4 No.2,
May
24,
2013
ABSTRACT: The service quality is a dynamic and multidimensional
construct; its study shall include the performance of all actors involved. Therefore,
it has been measured the relationship between the variables of quality,
satisfaction and existence of industrial disputes in the tourist accommodations
of the state of Mérida, Venezuela. A stratified probability sampling and the
use of Servqual scale showed a close positive association between the job
satisfaction of customer service employees and the service quality, especially
during the high tourism season. It was also evidenced during this season that
the highest levels of service quality were in those
establishments whose employees presented high levels of satisfaction and
moderate absence of conflicts.