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.
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