<?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>S2542-30882025000100134</article-id>
<article-id pub-id-type="doi">10.35381/r.k.v10i19.4381</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Diagnóstico de la gestión de servicios hoteleros en Manabí, Ecuador]]></article-title>
<article-title xml:lang="en"><![CDATA[Diagnosis of hotel services management in Manabí, Ecuador]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Rodríguez-Chávez]]></surname>
<given-names><![CDATA[Mariana Isabel]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Muñoz-Cabrera]]></surname>
<given-names><![CDATA[Jacinta Clarivel]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Negrin-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>
<aff id="Af3">
<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>134</fpage>
<lpage>148</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_arttext&amp;pid=S2542-30882025000100134&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_abstract&amp;pid=S2542-30882025000100134&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_pdf&amp;pid=S2542-30882025000100134&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN El diagnóstico de la gestión de servicio permite evaluar el desempeño de los procesos en una organización y determinar las áreas de mejora. El objetivo es diagnosticar la calidad de servicio en la atención al cliente del Hotel Higuerón que contribuya al mejoramiento de la satisfacción del cliente. Se aplicó una entrevista, encuesta y observación directa al gerente, colaboradores y clientes. Se aplicó un modelo de servucción en el Hotel Higuerón relacionado a la optimización de los procesos internos asociados a la calidad del servicio, luego se midió la calidad del servicio a fin de lograr el conocimiento de la satisfacción de los clientes. En conclusión la calidad de servicio del Hotel es satisfactoria según sus clientes por la buena gestión con la que se manejan sus actividades, aunque existieron dos dimensiones con falencias quienes impidieron que el cliente se sienta totalmente satisfecho del servicio brindado.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT The diagnosis of service management allows to evaluate the performance of processes in an organization and determine areas for improvement. The objective is to diagnose the quality of service in customer service at Hotel Higuerón that contributes to the improvement of customer satisfaction. An interview, survey and direct observation were applied to the manager, collaborators and clients. A servuction model was applied at Hotel Higueron related to the optimization of internal processes associated with the quality of service, then the quality of service was measured in order to achieve knowledge of customer satisfaction. In conclusion, the quality of service of the Hotel is satisfactory according to its clients due to the good management with which its activities are handled, although there were two dimensions with shortcomings that prevented the client from feeling totally satisfied with the service provided.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Clientes]]></kwd>
<kwd lng="es"><![CDATA[servicios hoteleros]]></kwd>
<kwd lng="es"><![CDATA[satisfacción del cliente, servucción]]></kwd>
<kwd lng="en"><![CDATA[Clients]]></kwd>
<kwd lng="en"><![CDATA[hotel services]]></kwd>
<kwd lng="en"><![CDATA[client satisfaction, servuction]]></kwd>
</kwd-group>
</article-meta>
</front><back>
<ref-list>
<ref id="B1">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Albornoz]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Gómez]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Silva]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[López]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[El Covid 19 y el turismo ecuatoriano, impactos en el sector hotelero]]></article-title>
<source><![CDATA[Boletín de Coyuntura]]></source>
<year>2022</year>
<numero>35</numero>
<issue>35</issue>
<page-range>7-15</page-range></nlm-citation>
</ref>
<ref id="B2">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Belias]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Vasiliadis]]></surname>
<given-names><![CDATA[L]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Pilot Study for Two Questionnaires Assessing Intentions of Use and Quality of Service of Robots in the Hotel Industry]]></article-title>
<person-group person-group-type="editor">
<name>
<surname><![CDATA[Katsoni]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[van Zyl]]></surname>
<given-names><![CDATA[C]]></given-names>
</name>
</person-group>
<source><![CDATA[Culture and Tourism in a Smart, Globalized, and Sustainable World]]></source>
<year>2021</year>
<publisher-name><![CDATA[Springer]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B3">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Bovsh]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[Okhrimenko]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Boiko]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Kumar Gupta]]></surname>
<given-names><![CDATA[S]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Tourist tax administration in the fiscal target system for hospitality businesses]]></article-title>
<source><![CDATA[Public and Municipal Finance]]></source>
<year>2021</year>
<volume>10</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>1-11</page-range></nlm-citation>
</ref>
<ref id="B4">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Briones Juárez]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Cruz Coria]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Velázquez Castro]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Modelo difuso de calidad de servicios en un hotel de cuatro estrellas]]></article-title>
<source><![CDATA[Pädi Boletín Científico de Ciencias Básicas e Ingenierías del ICBI]]></source>
<year>2020</year>
<volume>8</volume>
<numero>15</numero>
<issue>15</issue>
<page-range>124-9</page-range></nlm-citation>
</ref>
<ref id="B5">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Bustamante]]></surname>
<given-names><![CDATA[M. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Zerda]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Obando]]></surname>
<given-names><![CDATA[F]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Fundamentos de la calidad de servicio, el modelo SERVQUAL]]></article-title>
<source><![CDATA[Revista Empresarial]]></source>
<year>2019</year>
<volume>13</volume>
<numero>2</numero>
<issue>2</issue>
</nlm-citation>
</ref>
<ref id="B6">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Canaza Chambi]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Cutipa Limache]]></surname>
<given-names><![CDATA[A. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Roque Barrios]]></surname>
<given-names><![CDATA[N. E]]></given-names>
</name>
</person-group>
<source><![CDATA[La servucción y satisfacción del usuario del área comercial de la empresa Electro Puno S.A]]></source>
<year>2023</year>
<publisher-name><![CDATA[Proyecto CIDE Editorial]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B7">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Cho]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Bonn]]></surname>
<given-names><![CDATA[M. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Jung]]></surname>
<given-names><![CDATA[H. S]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[What drives restaurant competitive productivity (CP): a comprehensive examination at meso-micro levels]]></article-title>
<source><![CDATA[International Journal of Contemporary Hospitality Management]]></source>
<year>2021</year>
<volume>33</volume>
<numero>9</numero>
<issue>9</issue>
<page-range>3065-90</page-range></nlm-citation>
</ref>
<ref id="B8">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Díaz Santamaría]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Bulchand Gidumal]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[&amp; Melián González]]></surname>
<given-names><![CDATA[S]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Has COVID-19 influenced the perceived quality of service of hotels?]]></article-title>
<source><![CDATA[Consumer Behavior in Tourism and Hospitality]]></source>
<year>2022</year>
<volume>17</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>491-7</page-range></nlm-citation>
</ref>
<ref id="B9">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Eiglier]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Langeard]]></surname>
<given-names><![CDATA[E]]></given-names>
</name>
</person-group>
<source><![CDATA[Servucción: el marketing de los servicios]]></source>
<year>1998</year>
<publisher-name><![CDATA[McGraw Hill]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B10">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Elock Son]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Mevel]]></surname>
<given-names><![CDATA[O.]]></given-names>
</name>
<name>
<surname><![CDATA[Morvan]]></surname>
<given-names><![CDATA[T.]]></given-names>
</name>
<name>
<surname><![CDATA[Morvan]]></surname>
<given-names><![CDATA[N.]]></given-names>
</name>
<name>
<surname><![CDATA[Breka]]></surname>
<given-names><![CDATA[J. N]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[How conveniences, assortment and customer experience steer customers behaviour in drive-throughs grocery]]></article-title>
<source><![CDATA[Supply Chain Forum: An International Journal]]></source>
<year>2024</year>
<page-range>1-20</page-range></nlm-citation>
</ref>
<ref id="B11">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Grönroos]]></surname>
<given-names><![CDATA[C]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Service-informed marketing reform]]></article-title>
<source><![CDATA[Journal of Services Marketing]]></source>
<year>2024</year>
<volume>38</volume>
<numero>10</numero>
<issue>10</issue>
<page-range>32-43</page-range></nlm-citation>
</ref>
<ref id="B12">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Madisheva]]></surname>
<given-names><![CDATA[&#1040;. &#1052;.]]></given-names>
</name>
<name>
<surname><![CDATA[Sayabaev]]></surname>
<given-names><![CDATA[K. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Zhetessova]]></surname>
<given-names><![CDATA[M. T]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Economic substantiation of creation of a modern rural tourist base of rest]]></article-title>
<source><![CDATA[Bulletin of national academy of sciences of the republic of Kazakhstan]]></source>
<year>2021</year>
<volume>6</volume>
<numero>382</numero>
<issue>382</issue>
<page-range>247-53</page-range></nlm-citation>
</ref>
<ref id="B13">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Mathieu]]></surname>
<given-names><![CDATA[V]]></given-names>
</name>
</person-group>
<source><![CDATA[A Customer-oriented Manager for B2B Services: Principles and Implementation]]></source>
<year>2022</year>
<publisher-name><![CDATA[John Wiley &amp; Sons]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B14">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Morales Morales]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Torres Jaquez]]></surname>
<given-names><![CDATA[M. E.]]></given-names>
</name>
<name>
<surname><![CDATA[Valdez Acosta]]></surname>
<given-names><![CDATA[N. A]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Evaluation of Service Quality in the Hotel Sector Through Exploratory Factor Analysis: Ensenada Baja California, Mexico]]></article-title>
<person-group person-group-type="editor">
<name>
<surname><![CDATA[Leon Castro]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Blanco Mesa]]></surname>
<given-names><![CDATA[F.]]></given-names>
</name>
<name>
<surname><![CDATA[Alfaro Garcia]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Gil Lafuente]]></surname>
<given-names><![CDATA[A.M.]]></given-names>
</name>
<name>
<surname><![CDATA[Merigo Lindahl]]></surname>
<given-names><![CDATA[J.M.]]></given-names>
</name>
<name>
<surname><![CDATA[Kacprzyk]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
</person-group>
<source><![CDATA[Systems and Decision Processes in Management, Innovation and Sustainability. Studies in Systems, Decision and Control]]></source>
<year>2024</year>
<volume>562</volume>
<publisher-name><![CDATA[Springer]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B15">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Poon]]></surname>
<given-names><![CDATA[P]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The effect of face on consumer responses to socially responsible hospitality brands: the role of consumption setting]]></article-title>
<source><![CDATA[Journal of Hospitality and Tourism Insights]]></source>
<year>2023</year>
<volume>6</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>2595-609</page-range></nlm-citation>
</ref>
<ref id="B16">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Prieto]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
</person-group>
<source><![CDATA[Design Thinking en el Turismo: técnicas para el diseño de experiencias memorables]]></source>
<year>2021</year>
<publisher-name><![CDATA[Ugerman]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B17">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Prodan]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Dabija]]></surname>
<given-names><![CDATA[D. C]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Adapting the Digital Servuction Model to Central Banks: Case Study: European Central Bank]]></article-title>
<source><![CDATA[Administrative Sciences]]></source>
<year>2023</year>
<volume>13</volume>
<numero>10</numero>
<issue>10</issue>
<page-range>217</page-range></nlm-citation>
</ref>
<ref id="B18">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Purba]]></surname>
<given-names><![CDATA[J. T.]]></given-names>
</name>
<name>
<surname><![CDATA[Juliana]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Budiono]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Purwanto]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Pramono]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Djakasaputra]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The Relationship Between Hotel Service Quality And Customer Satisfaction: An Empirical Study Of Spa Hotels In Indonesia]]></article-title>
<source><![CDATA[International Journal of Entrepreneurship]]></source>
<year>2022</year>
<volume>26</volume>
<numero>1</numero>
<issue>1</issue>
</nlm-citation>
</ref>
<ref id="B19">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Simancas Trujillo]]></surname>
<given-names><![CDATA[R]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[La servucción como estrategia para la recuperación del servicio no prestado en las instituciones de educación superior]]></article-title>
<source><![CDATA[Revista Colombiana de Marketing]]></source>
<year>2009</year>
<volume>8</volume>
<numero>13</numero>
<issue>13</issue>
<page-range>42-9</page-range></nlm-citation>
</ref>
<ref id="B20">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Schwantz]]></surname>
<given-names><![CDATA[P. I.]]></given-names>
</name>
<name>
<surname><![CDATA[Klein]]></surname>
<given-names><![CDATA[L. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Simonetto]]></surname>
<given-names><![CDATA[E. d. O]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The Relationship between Lean Practices and Organizational Performance: An Analysis of Operations Management in a Public Institution]]></article-title>
<source><![CDATA[Logistics]]></source>
<year>2023</year>
<volume>7</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>52</page-range></nlm-citation>
</ref>
<ref id="B21">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Shostack]]></surname>
<given-names><![CDATA[G. L]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Breaking Free from Product Marketing]]></article-title>
<source><![CDATA[Journal of Marketing]]></source>
<year>1977</year>
<volume>41</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>73-80</page-range></nlm-citation>
</ref>
<ref id="B22">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Wirtz]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Lovelock]]></surname>
<given-names><![CDATA[C]]></given-names>
</name>
</person-group>
<source><![CDATA[Services Marketing: people, technology, strategy]]></source>
<year>2016</year>
<publisher-name><![CDATA[World Scientific Publishing Co. Inc]]></publisher-name>
</nlm-citation>
</ref>
</ref-list>
</back>
</article>
