Calidad en el servicio y satisfacción del cliente: revisión de literatura científica en hoteles – estudio de casos en la hotelería
Autores/as
- Mauro Alejandro Monroy Ceseña Universidad Autónoma de Baja California Sur
-
Francisco Javier Urcádiz Cázares
Instituto Tecnológico de La Paz
https://orcid.org/0000-0001-8072-8162
-
Francisco Isaías Ruiz Ceseña
Universidad Autónoma de Baja California Sur
https://orcid.org/0000-0002-4306-5555
DOI:
https://doi.org/10.21678/jb.2026.2893Palabras clave:
calidad en el servicio, satisfacción del cliente, mercadotecnia, toma de decisiones, bibliometríaResumen
El presente trabajo de investigación tiene como principal objetivo realizar un estudio de índole bibliométrica alrededor de dos de los principales fenómenos pertenecientes a la mercadotecnia de servicios, como son la calidad en el servicio y la satisfacción del cliente en el entorno hotelero durante el período 2010 a 2025 como factores clave en la mejora continua en la toma de decisiones. Durante la búsqueda de información, se filtraron más de 11 586 artículos científicos hasta alcanzar 311 de estos con incidencia directa en las variables tomadas en consideración. Los artículos se tomaron de la base de datos Lens.org procedentes de revistas científicas con indexación en el Journal Citation Reports (JCR). Es posible afirmar que, a través del estudio bibliométrico, la calidad en el servicio y la satisfacción del cliente son factores de suma presencia en el éxito organizacional de las empresas hoteleras; y, al mismo tiempo, se pudo observar otros componentes como la lealtad del cliente, siendo este último un derivado de lo que una adecuada gestión empresarial ajustada a las necesidades, deseos y demandas del mercado puede ocasionar. Por último, fue necesario utilizar el programa VOSviewer con el objetivo de establecer un análisis de redes de los principales constructos alrededor de la calidad en el servicio y satisfacción del cliente en la hotelería.
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Derechos de autor 2026 Mauro Alejandro Monroy Ceseña, Francisco Javier Urcádiz Cázares, Francisco Isaías Ruiz Ceseña
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