Información del artículo
RESUMEN
Croacia viene experimentando un auge turístico notable en los últimos diez años. Es crucial para su futuro desarrollo saber gestionar el sector hotelero de acuerdo con las nuevas exigencias del mercado. Este trabajo pretende analizar los hoteles de alta categoría de Croacia desde un doble enfoque hotel-huésped, centrándose en una nueva estrategia de marketing denominada Comunicación Integrada de Marketing (CIM), los avances en las Tecnologías de Información y Comunicación (TIC) y la lealtad. Los resultados demuestran el elevado grado de implantación de las TIC y de la CIM y el grado moderado de los programas de lealtad en los hoteles analizados. Además, confirman la influencia de las TIC en la implementación de la CIM y el efecto positivo de la CIM sobre la lealtad.
PALABRAS CLAVE:
Hoteles de alta categoría
Croacia
Comunicación Integrada de Marketing
Tecnologías de Información y Comunicación
Lealtad
CLASIFICACIÓN JEL:
M10
M31
ABSTRACT
The tourism sector of Croatia has been developing strongly in the last ten years. It is of crucial importance for its future development to be capable of managing the hotel sector according to the new market conditions. The purpose of this research is to study high-quality hotels of Croatia from the hotels' and guests' points of view focusing on a new marketing strategy named Integrated Marketing Communications (IMC), advancements in Information and Communication Technology (ICT), and loyalty. The findings show a high degree of IMC and ICT implementation and moderate degree of development of loyalty programs in hotels. Moreover, they confirm a positive influence of ICT on IMC implementation, as well as a positive impact of IMC on loyalty.
KEY WORDS:
High-quality hotels
Croatia
Integrated Marketing Communications
Information and Communication Technology
Loyalty
JEL CLASSIFICATION:
M10
M31
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