Análisis de la innovación en los productos y los procesos en los hoteles de la ciudad de Cuenca

Abstract

The hospitality industry has been a very important economic source at the global level over the past few years, it has evolved causing major changes, with a wider range of hotels, with advanced concepts toward a more innovative hosting and a market that includes new segments. Therefore, it is important to know the movements of the hospitality industry to adapt to the changes caused by different factors in the environment. For this reason, the present research work is based on knowing the innovation of products and processes in the hotels of the city of Cuenca between the years 2016 and 2017. The study was carried out in 80 establishments through surveys to the owners or managers, with the purpose of knowing about the identification of companies, the typology of innovation and the effects of innovation. In addition, a study of innovation in local hotels compared with the trends at the international level using the tool of benchmarking was carried out. The results show that the hotels in the city of Cuenca innovate more in significantly improved products than in processes. The effects are improved quality, increased in customer satisfaction, improvement in the company´s image and profitability. While the assessment of benchmarking marks a disadvantage in the innovation of the hotels of the city of Cuenca in comparison to the trends of the international hotels.