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has been cited by the following article:

• TITLE: Quality, Satisfaction and Industrial Disputes in the Tourist Accommodation Services of the State of Mérida, Venezuela

  AUTHORS: Flora M. Díaz-Pérez, Maria Bethencourt-Cejas, Marysela C. Morillo-Moreno

  KEYWORDS: Tourism; Quality; Industrial Disputes; Services and Job Satisfaction

  JOURNAL NAME: Technology and Investment, Vol.4 No.2, May 24, 2013

  ABSTRACT: The service quality is a dynamic and multidimensional construct; its study shall include the performance of all actors involved. Therefore, it has been measured the relationship between the variables of quality, satisfaction and existence of industrial disputes in the tourist accommodations of the state of Mérida, Venezuela. A stratified probability sampling and the use of Servqual scale showed a close positive association between the job satisfaction of customer service employees and the service quality, especially during the high tourism season. It was also evidenced during this season that the highest levels of service quality were in those establishments whose employees presented high levels of satisfaction and moderate absence of conflicts.