Intellectual Capital and Customer Satisfaction at Northern Portugal and Galicia Hotels

Helena Santos-Rodrigues

A chapter in Recent Advancements in Tourism Business, Technology and Social Sciences, 2024, pp 473-485 from Springer

Abstract: 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.

Keywords: Hotel customer satisfaction; Human capital; Intellectual capital; Relational capital; Structural capital (search for similar items in EconPapers)
JEL-codes: Z32 (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-031-54342-5_29

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DOI: 10.1007/978-3-031-54342-5_29

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