Factors that limit customer value in touristic facilities, as perceived by managers and specialists

Authors

  • Carlos Ernesto Zambrano Cancañón Holguín University
  • Yosvani Orlando Lao León Holguín University
  • Maira Rosario Moreno Pino Holguín University

Keywords:

Waste; Organizational Change; Customer Value; Total Quality; Lean.

Abstract

Due to the increased change rate and high competitiveness of today’s world market, it is of the utmost importance to identify the non-value activities in every organization.  This research analysis on organizational change management covers between 2017 and 2018 in sixteen touristic facilities of the Holguín territory, in Cuba. Its main objectives were to verify whether waste occurs and to analyze the main changes that took place in these entities. The methods used in order to conduct this research were: theoretical methods, such as synthesis and analysis and inductive-deductive; empiric methods, such as surveys and statistic methods, such as factor analysis. The main conclusion of the research was that waste occurs in all of the facilities that were included in the research. This waste can be grouped according to five factors, of which the most significant one is waiting time. The research also shows that the main change-driving initiatives taking place are linked to the implementation of a comprehensive quality control system and to cost reduction, and that the objectives of these initiatives are to increase incomes, to reduce costs and to boost customer satisfaction.

Author Biographies

Carlos Ernesto Zambrano Cancañón , Holguín University

Master in Industrial Engineering, University of Holguín, Cuba. He has served as general director of the Brisas Guardalavaca, Atlántico hotels, and the Cuban Tourism Bureau in Canada. Professor at the University of Holguín, Cuba. His research interests are organizational change and Lean philosophy.

Yosvani Orlando Lao León, Holguín University

Doctor in Technical Sciences from the University of Holguín (2017). Methodologist in the Department of Marketing of Academic Services at the University of Holguín, Cuba. His research interests include studies in the tourism sector, applications of the Theory of Constraints and Operations Research.

Maira Rosario Moreno Pino, Holguín University

Doctor in Pedagogical Sciences from the Universidad de Oriente (2003). Head of the Quality discipline of the Industrial Engineering career at the University of Holguín, Cuba. His lines of research are quality management, Didactics and Curriculum Design and sustainability studies.

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Published

2019-12-18

How to Cite

Zambrano Cancañón , C. E. ., Lao León, Y. O., & Moreno Pino, M. R. . (2019). Factors that limit customer value in touristic facilities, as perceived by managers and specialists. Scientific Journal Visión De Futuro, 24(1). Retrieved from https://visiondefuturo.fce.unam.edu.ar/index.php/visiondefuturo/article/view/386

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