Fonte: Cuadernos de Turismo; No. 23 (2009): Enero - Junio; 129-148
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Resumo: Over the last years we observe how closely related the competence growth and the need to improve the quality of the tourist companies are. But the fact that the improving of the quality is not enough to face up to the effects that globalization has in this sector calls the attention. The repercussion of the human factor has been analyzed and investigated in the tourist sector, but it has been verified how later it does not join in the measure systems and quality service improvement. For this reason this investigation raises a review of the models of quality measurement of the service incorporating the employee as a key piece in the development of the services and in the loyalty and satisfaction of the customers. The secondary role that the employee has adopted opposite to the customer eliminates any significant function in terms of the quality management of the service. Therefore, it becomes necessary to create new models of quality management that integrate the employee and then this helps the companies in this sector obtain important and different increases in the quality of the service.
