LA SATISFACCION DE LOS EMPLEADOS DE LAS OPERADORAS TURISTICAS EN LA CIUDAD DE CANCUN: UN ESTUDIO PARA INCREMENTAR SU COMPETITIVIDAD

Lucila Zarraga Cano, Victor Manuel Molina Morejon and Enrique Corona Sandoval

Revista Internacional Administracion & Finanzas, 2010, vol. 3, issue 1, 1-13

Abstract: This paper investigates Cancún tour guides’ perception of their job, compensation, and overall satisfaction. The Service value added and the 2008 National Competitiveness Models are used to determine the relationship between perceived satisfaction and performance. Tour guides can be considered ambassadors of any tourist destination. They are, perhaps, the individuals with the greatest interaction with visitors. Thus, this study evaluates tour guides’ job satisfaction using non-parametric statistical tests. Specifically, job satisfaction, training, compensation, work environment are analyzed to determine their overall economic impact and to provide insight for future research in this area.

Keywords: Tourism; tour guides; value added; compensation; training; job satisfaction; labor economics (search for similar items in EconPapers)
JEL-codes: J01 J11 M31 M5 (search for similar items in EconPapers)
Date: 2010
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