Resumen

COOX-ORTIZ, Rosa Angélica  y  NEGRIN-SOSA, Ernesto. Service management through servuction approach in hotel processes in Ecuador. Koinonía [online]. 2025, vol.10, n.19, pp.80-98.  Epub 20-Mar-2025. ISSN 2542-3088.  https://doi.org/10.35381/r.k.v10i19.4377.

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.

Palabras clave : Servuction; customer service; hotel services; Servqual.

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