ResumenEl Camino de Santiago se configura como un Itinerario Cultural con una larga tradición tanto histórica como turística. En el plano turístico, el tramo Francés es el más desarrollado, habiendo experimentado en los últimos años un aumento continuado en el número de personas que lo realizan lo que, aunque a priori puede parecer positivo, es necesario estudiar en profundidad. En concreto, el presente artículo aborda, mediante once entrevistas en profundidad dirigidas a expertos en turismo e Itinerarios Culturales, los principales impactos que ha generado el turismo en el Camino de Santiago Francés. En este sentido, los resultados nos ponen de manifiesto que, si bien es cierto que el auge del Camino Francés ha servido para que el territorio sea conocido a nivel internacional, también lo es que el aumento de visitantes está generando una situación de masificación y la consiguiente turistificación de la ruta.Palabras clave: Camino de Santiago, impactos turísticos, masificación, turismo cultural. AbstractThe "Camino de Santiago" is a Cultural Route with a long historical and touristic tradition. From a tourist´s perspective, the French Way to Santiago is the most developed route because of its tradition and the popularity. However, the success of this particular route should be widely studied in order to detect the positive and negative effects of its tourism. Through research, in conjunction with the perspective of 11 experts, we intend to present and analyse the main impact of tourism in the French Way to Santiago. In this regard, the results show that the positive impacts of tourism for the route is the international promotion of its image, while the negative effects include overcrowding of the route and its loss of identity.
Open innovation allows the hotel industry to create platforms and channels for collaboration with its customers, which results in a better understanding of their tastes and demands. In the current environment, which is full of uncertainty, many companies have seen their profits decrease, and even the permanence of their businesses endangered due to the COVID-19 pandemic. In such an environment, it is even more necessary to take into account the customer’s opinion about the service received, since once the customer makes use of the hotel’s services, he/she will recommend the hotel to third parties if he/she is satisfied with it. Through customer satisfaction and subsequent recommendations, the hotel thus obtains new clients and retains old ones. This feedback from the client allows for understanding their priorities in order to jointly design a tailor-made service. It is for this reason that this research has been carried out to analyze the service attributes evaluated by customers. In order to achieve the proposed objectives, a survey instrument was used, as well as a longitudinal study procedure applying logistic regression over a period of one year. The descriptive results and the logistic regression show the level of customer satisfaction with the service and the importance given to each of the selected attributes. In this way, the research shows in which areas innovation strategies should be sought. Although the research offers a model composed of five attributes to measure satisfaction through recommendation with a probability of more than fifty percent, it is necessary to take into account the limitations of the current environment due to COVID-19 or the possibility of extending the multidimensionality of the model. It is necessary to continue to work through open innovation platforms to keep contact with the customer and to update the examined attributes in order to obtain customer satisfaction and feedback.
El presente artículo tiene como objetivo la evaluación de los impactos económicos, socioculturales y medioambientales ocasionados por el turismo en España. En concreto, el artículo mide la percepción que de ellos tienen los residentes de 151 municipios turísticos valorando las posibles diferencias entre las percepciones de los residentes de destinos de sol y playa y de interior. Para ello, se han realizado 1027 encuestas analizadas a través de la prueba paramétrica para la comparación de medias (ANOVA). Este análisis ha permitido determinar, entre otras cuestiones, que los residentes de los destinos de sol y playa perciben los impactos del turismo de forma más negativa que los de los destinos de interior. This article aims to evaluate the perception of the Spanish residents about the economic, sociocultural and environmental impacts that tourism generate in Spain. In particular, the article analyse the resident percepcion of the impacts in 151 spanish destinations making distinctions between coastal destinations and hinterland destinations. To this end we have made a one way ANOVA based on 1027 surveys. This analysis of the data shows that those resident who live in coastal areas perceive more strongly the negatives effects of tourism than those who live in hinterlands.
Este estudio proporciona información sobre la relación entre la calidad percibida y la satisfacción. La calidad percibida se mide a través de cuatro atributos elegidos los cuales son la atención recibida, el estado de las instalaciones, la limpieza general y la relación calidad-precio. A través de una muestra de la percepción dada por clientes de establecimientos hoteleros alrededor del mundo se analizan las relaciones y el peso de las distintas dimensiones de la calidad percibida con la intención de recomendación. Para dicho estudio se utiliza una base de datos amplia y permite identificar que atributos son más importantes para los clientes en el momento de valorar los servicios hoteleros recibidos por hoteles de diferentes categorías.
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