Calidad de servicio (personal en contacto y soporte físico) de los establecimientos de alojamiento del municipio Carirubana Estado Falcón

Abstract

The general objective of this research is to evaluate the conditions of the personnel in contact and physical support at lodging establishments of the Municipality of Carirubana on State of Falcón, in order to design an inspection and control program based on the servuccion theory sustained by Pierre Eiglier and Erick Langeard. The data collection techniques were constituted bay de participant direct observation, interviews, questionnaires and a bibliographical revision. With the information collected, the current situation of the personnel in contact as well as of the physical support were determined. The results were analyzed though the WOST analysis. The study will improve the quality of the two features analyzed when its finding are applied.

Keywords

• Personal Contact
• Support Physical
• Quality of Service
• Servucción.