<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0120-6346</journal-id>
<journal-title><![CDATA[Semestre Económico]]></journal-title>
<abbrev-journal-title><![CDATA[Semest. Econ.]]></abbrev-journal-title>
<issn>0120-6346</issn>
<publisher>
<publisher-name><![CDATA[Universidad de Medellín]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0120-63462020000100113</article-id>
<article-id pub-id-type="doi">10.22395/seec.v23n54a6</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[DISEÑO DEL ESQUEMA DE CALIDAD DE LA EXPERIENCIA TURÍSTICA EN HOTELES]]></article-title>
<article-title xml:lang="en"><![CDATA[DESIGN OF THE QUALITY SCHEME OF THE HOTELS TOURIST EXPERIENCE]]></article-title>
<article-title xml:lang="pt"><![CDATA[DESENHO DO ESQUEMA DE QUALIDADE DA EXPERIÊNCIA TURÍSTICA EM HOTÉIS]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[González Camejo]]></surname>
<given-names><![CDATA[Ivis Taide]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Vega de la Cruz]]></surname>
<given-names><![CDATA[Leudis Orlando]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Chong Poutou]]></surname>
<given-names><![CDATA[Juan Antonio]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad de Holguín Departamento de Ingeniería Industrial Facultad de Ciencias Empresariales y Administración]]></institution>
<addr-line><![CDATA[Holguín ]]></addr-line>
<country>Cuba</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad de Holguín Departamento de Ingeniería Industrial Facultad de Ciencias Empresariales y Administración]]></institution>
<addr-line><![CDATA[Holguín ]]></addr-line>
<country>Cuba</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad de Holguín  ]]></institution>
<addr-line><![CDATA[Holguín ]]></addr-line>
<country>Cuba</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2020</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2020</year>
</pub-date>
<volume>23</volume>
<numero>54</numero>
<fpage>113</fpage>
<lpage>128</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0120-63462020000100113&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0120-63462020000100113&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0120-63462020000100113&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN La calidad de la experiencia turística constituye un elemento determinante en la satisfacción del cliente a partir de la última década. El objetivo de este artículo es diseñar el esquema de calidad de la experiencia turística para entidades hoteleras. Para ello, se emplearon herramientas estadísticas que facilitaron la identificación de los elementos determinantes, siguiendo el enfoque del ciclo de gestión. Como principal resultado de esta investigación, se presenta un esquema de calidad de la experiencia turística adaptado a las características del sector hotelero que integra los componentes, dimensiones y ámbitos de la experiencia que más influyen en la percepción de la calidad por parte del cliente, lo que permite identificar las expectativas del cliente y diseñar estrategias en función de estas. CLASIFICACIÓN JEL: L83 y Z32 CONTENIDO: Introducción; 1. Dimensiones de calidad de la experiencia turística en hoteles. Componentes y ámbitos de la experiencia; 2. La calidad de la experiencia turística desde la perspectiva del ciudadano cosmopolita; 3. Relación entre la calidad de la experiencia turística y la satisfacción del cliente; 4. Propuesta del esquema de calidad de la experiencia turística para entidades hoteleras; 5. Conclusiones; Bibliografía.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT The quality of the tourist experiences constitutes a determinant element in customer satisfaction since the last decade. The main goal of this article is to design a quality scheme of the tourist experience for hotel entities, in order to do so this study employed statistic tools that facilitated the identification of the determinant elements and did so following the management cycle approach. As the main result of this study, it presents a quality scheme of the tourist experience adapted to the characteristics of the hotel industry that integrates the components, dimension and realm of experiences that influences the most in the perception of the quality by the customer, which allows the identification of customer expectancies and the design of a strategy based on these. CLASSIFICATION JEL: L83 y Z32 CONTENT: Introduction; 1. The dimension of the quality of tourist experience in hotels. Components and realms of experience; 2. The quality of the tourist experience from the cosmopolitan citizen perspective; 3. The relation between the quality of the tourist experience and customer satisfaction; 4. Proposal for a quality scheme of the tourist experience for hotels; 5. Conclusions; Bibliography.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[RESUMO A qualidade da experiência turística constitui um elemento-chave na satisfação do cliente na última década. O objetivo deste artigo é desenhar o esquema de qualidade da experiência turística para entidades hoteleiras; para isso, foram utilizadas ferramentas estatísticas que facilitaram a identificação desses elementos, seguindo o enfoque do ciclo de gestão. Como principal resultado da pesquisa, é apresentado um esquema de qualidade da experiência turística adaptado às características do setor hoteleiro que integra os componentes, as dimensões e os contextos da experiência que mais influenciam na percepção da qualidade por parte do cliente, o que permite identificar as expectativas deste e elaborar estratégias em função delas. CLASSIFICAÇÃO JEL: L83 y Z32 CONTEÚDO: Introdução; 1. Dimensões da qualidade da experiência turística em hotéis. Componentes e âmbitos da experiência; 2. Qualidade da experiência turística sob a perspectiva do cidadão cosmopolita; 3. Relação entre a qualidade da experiência turística e a satisfação do cliente; 4. Proposta do esquema de qualidade da experiência turística para entidades hoteleiras; 5. Conclusões; Bibliografia.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Calidad de la experiencia]]></kwd>
<kwd lng="es"><![CDATA[gestión hotelera]]></kwd>
<kwd lng="es"><![CDATA[experiencia turística]]></kwd>
<kwd lng="es"><![CDATA[componentes]]></kwd>
<kwd lng="es"><![CDATA[dimensiones]]></kwd>
<kwd lng="en"><![CDATA[Quality of experience]]></kwd>
<kwd lng="en"><![CDATA[hotel management]]></kwd>
<kwd lng="en"><![CDATA[tourist experience]]></kwd>
<kwd lng="en"><![CDATA[components]]></kwd>
<kwd lng="en"><![CDATA[dimensions]]></kwd>
<kwd lng="pt"><![CDATA[Qualidade da experiência]]></kwd>
<kwd lng="pt"><![CDATA[gestão hoteleira]]></kwd>
<kwd lng="pt"><![CDATA[turismo de experiência]]></kwd>
<kwd lng="pt"><![CDATA[componentes]]></kwd>
<kwd lng="pt"><![CDATA[dimensões]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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