<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2542-3088</journal-id>
<journal-title><![CDATA[Revista Arbitrada Interdisciplinaria Koinonía]]></journal-title>
<abbrev-journal-title><![CDATA[Koinonía]]></abbrev-journal-title>
<issn>2542-3088</issn>
<publisher>
<publisher-name><![CDATA[Fundación Koinonía]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2542-30882025000100080</article-id>
<article-id pub-id-type="doi">10.35381/r.k.v10i19.4377</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Gestión de servicios mediante enfoque de servucción en los procesos hoteleros en Ecuador]]></article-title>
<article-title xml:lang="en"><![CDATA[Service management through servuction approach in hotel processes in Ecuador]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Coox-Ortiz]]></surname>
<given-names><![CDATA[Rosa Angélica]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Negrín-Sosa]]></surname>
<given-names><![CDATA[Ernesto]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Escuela Superior Politécnica Agropecuaria de Manabí Manuel Félix López  ]]></institution>
<addr-line><![CDATA[Calceta Manabí]]></addr-line>
<country>Ecuador</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Escuela Superior Politécnica Agropecuaria de Manabí Manuel Félix López  ]]></institution>
<addr-line><![CDATA[Calceta Manabí]]></addr-line>
<country>Ecuador</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2025</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2025</year>
</pub-date>
<volume>10</volume>
<numero>19</numero>
<fpage>80</fpage>
<lpage>98</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_arttext&amp;pid=S2542-30882025000100080&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_abstract&amp;pid=S2542-30882025000100080&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_pdf&amp;pid=S2542-30882025000100080&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN La gestión de servicios es en un factor clave para la satisfacción del cliente y la eficiencia operativa en el sector hotelero. El objetivo es analizar el proceso de gestión de servicio con enfoque de servucción en los procesos hoteleros. Se desarrolló un análisis descriptivo utilizando herramientas informáticas para tabular las respuestas de la encuesta basada en el modelo Servqual. La interacción entre el personal y los clientes es un factor crítico, pero, más del 30% de los usuarios expresaron insatisfacción con la rapidez del servicio, lo que sugiere que la eficiencia operativa también se ve comprometida. A su vez, el 76% de los encuestados valoraron positivamente la atracción visual de las instalaciones, lo que contribuye a una experiencia agradable. El análisis del proceso de gestión de servicio en el Hotel Plaza Max revela que, aunque se han implementado algunos elementos del enfoque de servucción, existen áreas de oportunidad significativas.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT Service management is a key factor for customer satisfaction and operational efficiency in the hotel industry. The objective is to analyze the service management process with servuction approach in hotel processes. A descriptive analysis was developed using computer tools to tabulate the survey responses based on the Servqual model. Interaction between staff and customers is a critical factor, but more than 30% of users expressed dissatisfaction with the speed of service, suggesting that operational efficiency is also compromised. In turn, 76% of respondents rated the visual attractiveness of the facilities positively, which contributes to a pleasant experience. Analysis of the service management process at Hotel Plaza Max reveals that, although some elements of the servuction approach have been implemented, there are significant areas of opportunity.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Servucción]]></kwd>
<kwd lng="es"><![CDATA[servicio al cliente]]></kwd>
<kwd lng="es"><![CDATA[servicios hoteleros]]></kwd>
<kwd lng="es"><![CDATA[Servqual]]></kwd>
<kwd lng="en"><![CDATA[Servuction]]></kwd>
<kwd lng="en"><![CDATA[customer service]]></kwd>
<kwd lng="en"><![CDATA[hotel services]]></kwd>
<kwd lng="en"><![CDATA[Servqual]]></kwd>
</kwd-group>
</article-meta>
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