Las tecnologías que implantan los hoteles y las tecnologías que gustan a los huéspedes

  1. Ruiz Molina, María Eugenia
  2. Gil Saura, Irene
  3. Moliner Velázquez, Beatriz
Revista:
Journal of Tourism Analysis = Revista de Análisis Turístico

ISSN: 1885-2564

Año de publicación: 2013

Número: 15

Páginas: 61-70

Tipo: Artículo

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Otras publicaciones en: Journal of Tourism Analysis = Revista de Análisis Turístico

Resumen

Los beneficios de las tecnologías de la información y de la comunicación para las empresas de servicios han sido ampliamente resaltados tanto desde la práctica profesional como desde el ámbito académico. Sin embargo, desde la literatura se advierte acerca de la necesidad de evaluar la conveniencia de cada inversión, priorizando aquellas que resulten más apropiadas. Por ello, centrándonos en el sector hotelero, el presente trabajo trata de analizar la relación entre el grado de utilización de distintas aplicaciones tecnológicas por parte de los hoteles y la respuesta del cliente en términos de satisfacción e intenciones conductuales (intención de recomendar el hotel por Internet y de volver a visitar el establecimiento). Para lograr el objetivo propuesto se realiza un estudio cuantitativo a través de un cuestionario a huéspedes de hoteles de 3, 4 y 5 estrellas en distintas ciudades españolas. Como resultado, se observa una contribución positiva de ciertos tipos de aplicaciones tecnológicas a la satisfacción del cliente y sus intenciones conductuales hacia el mismo, si bien los resultados difieren en gran medida en función del grupo de edad considerado.

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