SOCIEDAD DEL CONOCIMIENTO Y CREACIÓN DE VALOR EN EL SERVICIO HOTELERO. ANÁLISIS REFLEXIVO DEL CONTEXTO MUNDIAL

Abstract

This article describes the impact, in the world context of the knowledge society in the hotel service, something that is currently vital for the generation of value through excellence in service quality, supported by the versatility offered by the new information and communication technologies (ICT), as the pillars of economic prosperity of the tourist accommodation business, through the concept of quality improvement to meet the demands and needs of customers. The following is an analysis of the importance of the knowledge society in the global processes of hotel services; and from that analysis, reflections are established and reveal key aspects that can be the strategic basis of competitiveness and value generation through planned processes of sustainable development.