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Intellectual Capital and Customer Satisfaction at Northern Portugal and Galicia Hotels

In: Recent Advancements in Tourism Business, Technology and Social Sciences

Author

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  • Helena Santos-Rodrigues

    (Instituto Politécnico de Viana Do Castelo and UNIAG)

Abstract

This research paper delves into the relationship between intellectual capital (IC) and customer satisfaction in hotels located in Northern Portugal and Galicia (northern Spain). The primary objective was to identify the key aspects of intellectual capital that significantly impact customer satisfaction, ultimately providing hotel facilities with valuable insights to enhance their performance. The study encompassed 239 hotel units, distributed across various star categories, from one two-star to five-star establishments. The study considered all dimensions of the three capitals (Human, Structural, and Relational) as independent variables, and the online ratings; of the selected hotels on www.booking.com ; served as the dependent variable. The findings indicate that the dimensions of knowledge creation and development (structural capital), training and knowledge creation (human capital), relationship with stakeholders, and collaboration networks (relational capital) collectively contribute to explaining 53% of the variability in customer satisfaction. These results carry significant implications for stakeholders and underscore the organizational responsibility in the hospitality industry. By understanding and focusing on these important aspects, hotels can effectively improve customer satisfaction levels.

Suggested Citation

  • Helena Santos-Rodrigues, 2024. "Intellectual Capital and Customer Satisfaction at Northern Portugal and Galicia Hotels," Springer Proceedings in Business and Economics, in: Vicky Katsoni & George Cassar (ed.), Recent Advancements in Tourism Business, Technology and Social Sciences, pages 473-485, Springer.
    • Handle: RePEc:spr:prbchp:978-3-031-54342-5_29
    DOI: 10.1007/978-3-031-54342-5_29
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    More about this item

    Keywords

    Hotel customer satisfaction; Human capital; Intellectual capital; Relational capital; Structural capital;
    All these keywords.

    JEL classification:

    • Z32 - Other Special Topics - - Tourism Economics - - - Tourism and Development

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