Revistas de investigación UNMSM

Improving service quality offered by lodging industry SMEs located in emerging Peruvian destinations using the Application of Good Practices System

Authors

  • Susan Herrera Marín Universidad Nacional Mayor de San Marcos. Lima, Peru

DOI:

https://doi.org/10.15381/idata.v22i1.16528

Keywords:

Good practices; quality of service; MSE; accommodation; destination

Abstract

This paper is the result of the need for SMEs in the lodging industry to improve service quality while remaining cost-effective. The Sistema de Aplicación de Buenas Prácticas [Application of Good Practices System] (SABP) is a tool for SMEs, as it improves quality of services offered and their positioning, leveraging the zone and destination location, in order to optimize the quality of life in the community. Thus, this study proposes an application methodology that adjusts to the progress of said businesses, so that a balance between adequate administrative management processes, service, infrastructure and equipment, collaborator performance, and support areas is found.

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Author Biography

  • Susan Herrera Marín, Universidad Nacional Mayor de San Marcos. Lima, Peru

    Licenciada* in Tourism Administration, with a master's degree in Operations Management and Logistics Services from the Universidad Nacional Mayor de San Marcos. Experienced in quality of tourism and hotel services and teaching. Currently working as an assistant to the tourism and hospitality job board of Universidad San Martín de Porres. Lima, Peru.

    * In Peru, Licenciatura or Título is a professional title granted after having defended a thesis or passing a course in accordance with the university’s regulations once the undergraduate program has been completed.

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Published

2019-07-31

Issue

Vol. 22 No. 1 (2019)

Section

Producción y Gestión

License

Copyright (c) 2019 Susan Herrera Marín

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

AUTHORS RETAIN THEIR RIGHTS:

a. Authors retain their trade mark rights and patent, and also on any process or procedure described in the article.

b. Authors retain their right to share, copy, distribute, perform and publicly communicate their article (eg, to place their article in an institutional repository or publish it in a book), with an acknowledgment of its initial publication in the INDUSTRIAL DATA.

c. Authors retain theirs right to make a subsequent publication of their work, to use the article or any part thereof (eg a compilation of his papers, lecture notes, thesis, or a book), always indicating the source of publication (the originator of the work, journal, volume, number and date).

How to Cite

Improving service quality offered by lodging industry SMEs located in emerging Peruvian destinations using the Application of Good Practices System. (2019). Industrial Data, 22(1), 77-94. https://doi.org/10.15381/idata.v22i1.16528