Evaluation of soft skills to improve the service of tourism small and medium enterprises
Abstract
Soft Skills can be the trigger to empower companies through providing quality services or satisfactory experiences. Service providers must engage emotional and social skills to achieve customer satisfaction. Tourism is an important economic activity in Mexico due to its contribution to the Gross Domestic Product. The analysis of tourism small and medium enterprises (SMEs) was carried out to know the needs to achieve adaptable and competitive companies. The tourism sector and especially SMEs need to make changes arising from the COVID 19 pandemic. In this study, qualitative research was carried out based on the grounded theory with the review of articles and the coding was applied using the Taggette software. To identify growth needs, an approach was made to SMEs within this tourism sector. As a result of this research, it has been emphasized how tourism should strengthen customer service and attention to generate memorable experiences and help preserve the natural, cultural, landscape heritage, which are vital to maintain territorial sustainability as well as the growth of area. The deficiencies in the training and development of those who offer this service are shown, since they lack the knowledge and skills that they must have specifically for this sector; Therefore, this research focuses on the analysis of the soft skills necessary to provide a quality servicie.
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