%0 Journal Article
%T Medici¨®n de la calidad del cliente interno en una instalaci¨®n hotelera
%A Falc¨®n-Acosta
%A Odalys
%A Petersson-Rold¨¢n
%A Maritza
%A Benavides-Garc¨ªa
%A Sonia
%A S¨¢nchez-Falc¨®n
%A Roc¨ªo
%J Ingenier£¿-a Industrial
%D 2012
%I Scientific Electronic Library Online
%X this work was carried out in a hotel located in the tourist resort of varadero. it aims to build a global index for measuring the quality of the internal customer. we used different techniques for information processing such as those belonging to the branches of: descriptive statistics, inferential statistics, multivariate statistics, multicriteria techniques and those related to working with experts. this work has a didactic importance since it highlights the role of tourist service worker as a key factor, given our economic conditions, to achieve the quality of the offered services and the formation of an image that encourages competition in the international market. the paper proposes a procedure to calculate an index that measures the quality of the internal customer in any tourist facility.
%K quality
%K index of quality
%K internal customer.
%U http://scielo.sld.cu/scielo.php?script=sci_abstract&pid=S1815-59362012000100003&lng=en&nrm=iso&tlng=en