Leadership in the quality of hotel services in the city of Campeche, Mexico

Abstract

The remainance and development in the market depend, among other factors, on the quality of sold products or provided services, which is a situation of concern in sectors such as tourism where globalization demands first level services, as is the case in the city of Campeche, where businessmen are investing in hotel infrastructure according to the colonial characteristics of the town. The research´s objective is to identify the incidence of leadership in the quality of services under the perception of hotel managers as responsible for the operability results. This research is a descriptive type with non-experimental transversal design, with a enumerated population; the results obtained through the quality and leadership indexes indicate that, contrary to expectations, managers consider that the provided services don´t have an adequate level of quality, and the design of new strategies is needed to improve the processes under the transformational leadership which must face problems with opportunity in order to innovate in the services of the market where they participate.