Resumo

HUAMAN DE LOS HEROS, Claudio  e  CALANCHEZ URRIBARRI, África. Customer service quality and exclusivity in Peru's luxury tourism experience. Revista InveCom [online]. 2025, vol.5, n.1, e501081.  Epub 05-Dez-2024. ISSN 2739-0063.  https://doi.org/10.5281/zenodo.12540162.

Customer service in the tourism industry is essential for traveler satisfaction and business success in this sector, since tourists value authentic, memorable, sustainable and personalized experiences, highlighting the importance of the attention received. Excellence and exclusivity in service drive tourism development by providing assistance and personalized treatment, differentiating companies by meeting the needs of travelers. In this context, the general objective of the research was to evaluate the relationship between the quality of customer service and exclusivity in luxury tourism experiences in Paracas. The study focused on a quantitative approach and a non-experimental, cross-sectional, and descriptive-correlational design. Data were collected from 334 tourists in Paracas through surveys to analyze the study variables. To ensure the reliability of the data collection instruments (questionnaire), various statistical tests were performed, such as the calculation of the mean and standard deviation, Cronbach's alpha (0.798) and McDonald's ω (0.812) as measures of internal consistency. The results revealed average levels of service quality (54.5%) and exclusivity in luxury tourism experiences in Paracas (48.5%), with a weak positive relationship between them (Rho=0.175), highlighting the importance of improving these aspects to meet the demands of travelers in the luxury tourism sector in the region.

Palavras-chave : luxury tourism; exclusivity; quality of service.

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