Relationship between managerial skills and strategic planning with consumer satisfaction in the hotel industry
DOI:
https://doi.org/10.29105/vtga12.4-1380Keywords:
customer satisfaction, Hotel industry, Managerial skills, Strategic planningAbstract
Hotel services are essential to the tourist experience. Market demands are increasing due to dynamism and new service-related satisfaction factors. The practice of managerial skills and strategic planning in hotels leads to competitive advantages and sustainability in the market, since strengthening these elements brings them closer to satisfying and exceeding consumer demands. The objective of this article is to conduct a systematic literature review of scientific studies that addressed the variables of managerial skills, strategic planning, and consumer satisfaction in the hotel industry, searching the databases Jstor, ScienceDirect, and Scielo, and combining keywords with Boolean operators. Using the search results and applying inclusion, exclusion, and specificity criteria, 29 scientific articles were selected. These articles demonstrate the types of studies and methodological approaches addressed in the literature. Based on the synthesis of each study, it is determined that the deployment of managerial skills and the use of strategic planning as an organizational management model are related to the satisfaction of hotel service consumers, as it allows hotels to coordinate work teams to anticipate and respond to current user needs and expectations.
Downloads
References
Adeyinka-Ojo, S. (2018). A strategic framework for analysing employability skills deficits in rural hospitality and tourism destinations. Tourism Management Perspectives, 27, 47-54. https://doi.org/10.1016/j.tmp.2018.04.005. DOI: https://doi.org/10.1016/j.tmp.2018.04.005
Akgündüz Y., Adan gök, Ö., & Alkan C. (2020). The effects of rewards and proactive personality on turnover intentions and meaning of work in hotel businesses. Tourism And Hospitality Research, 20(2), 170-183. https://doi.org/10.1177/1467358419841097 DOI: https://doi.org/10.1177/1467358419841097
Alam, S. S., Kokash, H. A., Ahsan, M. N., & Ahmed, S. (2025). Relationship between technology readiness, AI adoption and value creation in hospitality industry: moderating role of technological turbulence. International Journal of Hospitality Management, 127, 104-133. https://doi.org/10.1016/j.ijhm.2025.104133. DOI: https://doi.org/10.1016/j.ijhm.2025.104133
Alegría, R. M., & Alarcón, G. (2021). Marco teórico e instrumento de medición de las habilidades gerenciales y clima organizacional en Instituciones Bancarias de México. Vinculatégica EFAN, 7(2), 33–48. https://doi.org/10.29105/vtga7.1-82 DOI: https://doi.org/10.29105/vtga7.1-82
Ali, A., Murphy, H. C., & Nadkarni, S. (2016). Hospitality employers’ perceptions of technology for sustainable development: The implications for graduate employability. Tourism and Hospitality Research, 18(2), 131-142. https://doi.org/10.1177/1467358416636929 DOI: https://doi.org/10.1177/1467358416636929
Arceo, G., Ramos, E., & Flores, C. M. (2021). Competitividad, planeación estratégica y Tecnologías de Información en pequeños restaurantes y hoteles de Villahermosa. Vinculatégica EFAN, 7(2), 500–511. https://doi.org/10.29105/vtga7.1-119 DOI: https://doi.org/10.29105/vtga7.1-119
Bohórquez, J., & Morejón, D. (2022). Análisis de la calidad del servicio del sector hotelero cinco estrellas de la ciudad de Guayaquil. Revista Científica Ciencia Y Tecnología, 22(34), 72-83. https://doi.org/10.47189/rcct.v22i34.532 DOI: https://doi.org/10.47189/rcct.v22i34.532
Boza, J. A., Mendoza, E. Y., Escobar, H. E., & Moncayo, O. F. (2020). Infrastructure of the hotel entrepreneurship in the Quevedo Canton regarding its demand. Revista Universidad y Sociedad, 12(1), 337-342. http://scielo.sld.cu/scielo.php?script=sci_arttext&pid=S2218-36202020000100337&lng=es&tlng=.
Cardoso, R. C., Sohn, A. P. L., Ferasso, M., & Pereira Júnior, S. (2024). Open innovation in the tourism field: a systematic literature review. Journal of Open Innovation: Technology, Market, and Complexity, 10(3), 1-14. https://doi.org/10.1016/j.joitmc.2024.100359 DOI: https://doi.org/10.1016/j.joitmc.2024.100359
Chakraborty, S. (2017). Viewing hotel industry through customer oriented bureaucracy. Indian Journal of Industrial Relations, 53(1), 37-47. https://www.jstor.org/stable/26536435
Duffus, D., & Pons, R. C. (2018). Improvement in hotel image from a strategic planning standpoint. Retos de la Dirección, 12(1), 17-37. http://scielo.sld.cu/scielo.php?script=sci_arttext&pid=S2306-91552018000100002&lng=pt&tlng=
Fernandes, C. A., Hernández, J. M., & de Ascensão, R. J. (2019). The relationship between market orientation, customer loyalty and business performance: a sample from the western Europe hotel industry. Tourism and Hospitality Research, 20(2), 131-143. https://doi.org/10.1177/1467358419829179 DOI: https://doi.org/10.1177/1467358419829179
Fernández-Bedoya, V. H., Ruiz-Palacios, M. A., Meneses-La-Riva, M. E., & Suyo-Vega, J. A. (2025). Tourism Entrepreneurship in Latin America: A Systematic Review of Challenges, Strategies, and Post-COVID-19 Perspectives. Sustainability, 17(3), 989. https://doi.org/10.3390/su17030989 DOI: https://doi.org/10.3390/su17030989
Flores, A. P., Vargas, T. de J., Ramírez, J., Arellano, O. G., & Saavedra, M. L. (2024). La planeación estratégica y competitividad en PyMES restauranteras. Un estudio con perspectiva de género. Ciencia Latina Revista Científica Multidisciplinar, 8(4), 7805-7825. https://doi.org/10.37811/cl_rcm.v8i4.12954V DOI: https://doi.org/10.37811/cl_rcm.v8i4.12954
Goh, E., & Kong, S. (2016). Theft in the hotel workplace: exploring frontline employees’ perceptions towards hotel employee theft. Tourism and Hospitality Research, 18(4), 442-455. https://doi.org/10.1177/1467358416683770 DOI: https://doi.org/10.1177/1467358416683770
González, I. T., Vega, L. O., & Chong, J. A. (2020). Design of the quality scheme of the hotels tourist experience. Semestre Económico, 23(54), 113–128. https://doi.org/10.22395/seec.v23n54a6 DOI: https://doi.org/10.22395/seec.v23n54a6
Gutiérrez-Macías, A. S., & Córdova-Ruiz, Z. (2020). Las habilidades gerenciales y su influencia en la planeación en una pequeña empresa. Caso: Terminox. Vinculatégica EFAN, 6(1), 123-132. https://vinculategica.uanl.mx/index.php/v/article/view/624/492 DOI: https://doi.org/10.29105/vtga6.1-624
Hoarau-Heemstra, H., & Eide, D. (2016). Values and concern: drivers of innovation in experience-based tourism. Tourism and Hospitality Research, 19(1), 15-26. https://doi.org/10.1177/1467358416683768 DOI: https://doi.org/10.1177/1467358416683768
Kitchenham, B., Pretorius, R., Budgen, D., Brereton, P., Turner, M., Niazi, M., & Linkman, S. (2009). Systematic literature reviews in software engineering – a systematic literature review. Information and Software Technology, 51(1), 7-15. https://doi.org/10.1016/j.infsof.2010.03.006 DOI: https://doi.org/10.1016/j.infsof.2008.09.009
Lazo, Y. del S. (2023). La importancia de las habilidades directivas para mejorar la satisfacción Laboral en el sector de la salud del Perú. Ciencia Latina Revista Científica Multidisciplinar, 7(1), 11256-11273. https://doi.org/10.37811/cl_rcm.v7i1.5451 DOI: https://doi.org/10.37811/cl_rcm.v7i1.5451
Loor, A. J., Zambrano, A. V., Peña, I. B., & Ponce J. E. (2020). Medición de la calidad de servicios hoteleros de Manta, Ecuador a través del modelo hotelqual. ECA Sinergia, 11(2), 155-165. https://doi.org/10.33936/eca_sinergia.v11i2.1755 DOI: https://doi.org/10.33936/eca_sinergia.v11i2.1755
López, M., Rodríguez, Y., Pons, R. C., & Tanda, J. (2020). Perceived quality in city hotels: a tool for evaluation. Cooperativismo y Desarrollo, 8(3), 552-568. http://scielo.sld.cu/scielo.php?script=sci_arttext&pid=S2310-340X2020000300552&lng=es&tlng=en.
Luján, M., Ortiz, A., Caballero, C., & Ovando, C. (2019). Factores determinantes de la competitividad en hoteles boutique. El Periplo Sustentable, 36, 100-133. https://doi.org/10.36677/elperiplo.v0i36.10057 DOI: https://doi.org/10.36677/elperiplo.v0i36.10057
Mei, X. Y., Hågensen, A. S., & Kristiansen, H. S. (2018). Storytelling through experiencescape: creating unique stories and extraordinary experiences in farm tourism. Tourism and Hospitality Research, 20(1), 93-104. https://doi.org/10.1177/1467358418813410 DOI: https://doi.org/10.1177/1467358418813410
Mendivil-Saldivar, G. M. (2025). Calidad del servicio, valor percibido, confianza y satisfacción como determinantes de la intención de compra en el autofinanciamiento. Vinculatégica EFAN, 11(2), 110–127. https://doi.org/10.29105/vtga11.2-1037 DOI: https://doi.org/10.29105/vtga11.2-1037
Molinillo, S., Fernández-Morales, A., Ximénez-de-Sandoval, J. L., & Coca-Stefaniak, A. (2016). Hotel assessment through social media - TripAdvisor as a case study. Tourism & Management Studies, 12(1), 15-24. https://doi.org/10.18089/tms.2016.12102 DOI: https://doi.org/10.18089/tms.2016.12102
Moya-Espinosa, P. I., Cortés-Rodríguez, N. C., & Martínez-Cárdenas, A. G. (2019). The process of decision making in mipymes hoteleras in Boyaca, Colombia. Revista de Investigación, Desarrollo e Innovación, 9(2), 237-248. https://doi.org/10.19053/20278306.v9.n2.2019.9159 DOI: https://doi.org/10.19053/20278306.v9.n2.2019.9159
Nieves, J., & Quintana, A. (2016). Human resource practices and innovation in the hotel industry: The mediating role of human capital. Tourism and Hospitality Research, 18(1), 72-83. https://doi.org/10.1177/1467358415624137 DOI: https://doi.org/10.1177/1467358415624137
Ocampo, L. A., Tan, T., & A. Sia, L. A. (2018). Using fuzzy DEMATEL in modeling the causal relationships of the antecedents of Organizational Citizenship Behavior (OCB) in the hospitality industry: a case study in the Philippines. Journal of Hospitality and Tourism Management, 34, 11-29, https://doi.org/10.1016/j.jhtm.2017.11.002. DOI: https://doi.org/10.1016/j.jhtm.2017.11.002
Okumus, F., Bilgihan, A., Ozturk, A. B., & Zhao, X. (2017), Identifying and overcoming barriers to deployment of information technology projects in hotels. Journal of Organizational Change Management, 30(5), 744-766. https://doi.org/10.1108/JOCM-12-2015-0239 DOI: https://doi.org/10.1108/JOCM-12-2015-0239
Ozturk, A., & Karatepe, O. M. (2021). Servant leadership and work-family enrichment among hotel employees in Russia. Journal of East European Management Studies, 26(2), 362-385. https://doi.org/10.5771/0949-6181-2021-2-362 DOI: https://doi.org/10.5771/0949-6181-2021-2-362
Paredes-Zempual, Daniel, Ibarra-Morales, Luis Enrique, & Moreno-Freites, Zahira Esther. (2021). Habilidades directivas y clima organizacional en pequeñas y medianas empresas. Investigación administrativa, 50(127), 68-90. https://doi.org/10.35426/iav50n127.05 DOI: https://doi.org/10.35426/IAv50n127.05
Parrales-Poveda, M. L., Arteaga-Velepucha, G. S., Solórzano-Álava, G. B., & Fienco-Parrales, J. A. (2024). El branding como estrategia en la planificación estratégica. Revista Científica Arbitrada de Investigación en Comunicación, Marketing y Empresa REICOMUNICAR, 7(14), 332-348. https://doi.org/10.46296/rc.v7i14.0269 DOI: https://doi.org/10.56124/corporatum-360.v7i13.008
Pérez-Maldonado, H., Peñaloza-Suárez, L., Tamayo-Salcedo, A. L., y Chaparro-Salinas, E. M. (2022). Habilidades gerenciales en tursimo: una revisión sistemática de literatura. INNOVA Research Journal, 7(3), 120-139. https://doi.org/10.33890/innova.v7.n3.2022.2094 DOI: https://doi.org/10.33890/innova.v7.n3.2022.2094
Puente-Aguilar, E. P., Martínez-Mercado, M. de los Á, & Hernández-Landa, L. G. (2025). Uso de tecnologías y estrategias de transformación digital en las pymes manufactureras de Nuevo León, Vinculatégica EFAN, 11(5), 154-171. https://doi.org/10.29105/vtga11.5-1207 DOI: https://doi.org/10.29105/vtga11.5-1207
Reis, M. S., & Amaral, S. L. D. (2019). Hospitality and the influence of service in the perception of guest satisfaction in luxury hotels in Brazil. Turismo: Visão e Ação, 21(3), 309-335. https://doi.org/10.14210/rtva.v21n3.p309-335 DOI: https://doi.org/10.14210/rtva.v21n3.p309-335
Rey-Moreno, M., Sánchez-Franco, M. J., & Rey-Tienda, M. D. la S. (2023). Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classification. Tourism & Management Studies, 19(2), 21-37. https://doi.org/10.18089/tms.2023.190202 DOI: https://doi.org/10.18089/tms.2023.190202
Rubio-Sánchez, J. L., García-Revilla, M. R., & Martínez-Moure, O. (2023). Strategic management of IT practices in tourism for operation and service enhancement. Administrative Sciences, 13(1), 1-18. https://doi.org/10.3390/admsci13010002 DOI: https://doi.org/10.3390/admsci13010002
Sagbay-Llivichuzhca, M.- del-C., Bermeo-Pazmiño, K., & Ochoa-Crespo, J. (2021). Determinación del nivel de satisfacción de los consumidores en los supermercados del Cantón Sígsig. CIENCIAMATRIA, 7(12), 277-309. https://doi.org/10.35381/cm.v7i12.430 DOI: https://doi.org/10.35381/cm.v7i12.430
Sanabria, M. E. (2024). Cultura organizacional y su influencia en la adopción de tecnologías digitales en el sector hotelero. Sciencevolution, 3(11), 123–134. https://doi.org/10.61325/ser.v3i11.106 DOI: https://doi.org/10.61325/ser.v3i11.106
Sánchez, D. P. (2023). Ventaja competitiva en hoteles boutique. El caso de Querétaro, México. PASOS Revista de Turismo y Patrimonio Cultural, 21(1), 143 159. https://doi.org/10.25145/j.pasos.2023.21.010 DOI: https://doi.org/10.25145/j.pasos.2023.21.010
Schäfer, J. D., Antonini, D., Maier, S. M., & Lunkes, R. J. (2018). Organizational performance as a management tool: an analysis of large brazilian hotels. Estudios y perspectivas en turismo, 27(3), 666-678. https://www.scielo.org.ar/scielo.php?script=sci_arttext&pid=S1851-17322018000300010&lng=es&tlng=.
Silva, G., & Soncini, A. (2019). Customer satisfaction based on the attributes of accommodation services. Revista Brasileira de Pesquisa em Turismo, 13(2), 32-53. https://doi.org/10.7784/rbtur.v13i2.1516 DOI: https://doi.org/10.7784/rbtur.v13i2.1516
Torres, R. M., Hurtado, K. del R., García, M. E., & Moran, F. M. (2021). Analysis on elements of internal control and quality management in hotel enterprises. Cooperativismo y Desarrollo, 9(3), 905-918. http://scielo.sld.cu/scielo.php?script=sci_arttext&pid=S2310-340X2021000300905&lng=es&tlng=en.
Trentin, L., Espig, A., Tontini, G., & César, J. (2022). Adaptação e teste de um instrumento para avaliar a satisfação e a lealdade dos usuários em hotéis e hospedagens Airbnb. Revista Brasileira De Pesquisa Em Turismo, 16, 1-14. https://doi.org/10.7784/rbtur.v16.2466 DOI: https://doi.org/10.7784/rbtur.v16.2466
Vargas-Calderón, V., Moros, A., Castro, G.Y. & Camargo, J. E. (2021). Machine learning for assessing quality of service in the hospitality sector based on customer reviews. Inf Technol Tourism 23, 351–379. https://doi.org/10.1007/s40558-021-00207-4 DOI: https://doi.org/10.1007/s40558-021-00207-4
Yadegaridehkordi, E., Nilashi, M., Nizam M. H., &, Ibrahim, O. (2018). Predicting determinants of hotel success and development using Structural Equation Modelling (SEM)-ANFIS method. Tourism Management, 66, 364-386. https://doi.org/10.1016/j.tourman.2017.11.012. DOI: https://doi.org/10.1016/j.tourman.2017.11.012
Yang, J., Wan, C. & Wu, C. (2015). Effect of internal branding on employee brand commitment and behavior in hospitality. Tourism and Hospitality Research, 15(4), 267-280. https://doi.org/10.1177/1467358415580358 DOI: https://doi.org/10.1177/1467358415580358
Ye, S., Xiao, H., & Zhou, L. (2019). Small accommodation business growth in rural areas: effects on guest experience and financial performance. International Journal of Hospitality Management, 76, 29-38. https://doi.org/10.1016/j.ijhm.2018.03.016. DOI: https://doi.org/10.1016/j.ijhm.2018.03.016
Yücel, M., Kozak, M., & Büyükbeşe, T. (2025). Integration of emerging technologies in tourism and hospitality curriculum: an international perspective. Journal of Hospitality, Leisure, Sport & Tourism Education, 36, 1-14. https://doi.org/10.1016/j.jhlste.2025.100546 DOI: https://doi.org/10.1016/j.jhlste.2025.100546
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Ismael Adrián García-Cancino, Andrés Guzmán-Sala, Aransazú Ávalos-Díaz
This work is licensed under a Creative Commons Attribution 4.0 International License.
a). Authors keep copyright and give the journal the right of the first publication of the work under a Creative Commons attribution license. This license allows others to share the work as long as original authorship and initial publication in this journal is acknowledged.
b). Authors may make other independent and additional contractual agreements for the non-exclusive distribution of the version of the article published in this journal (e.g., include it in an institutional repository or publish it in a book) as long as they clearly indicate that the work was published for the first time in this journal.
c). Authors are allowed to self-archive their work in institutional repositories or on their own website before and during the submission process, as this may encourage productive exchanges and increase early and overall citation of the published work.
