Management Model Internal Client in the Process of Restoration

  • Carlos Andrés Piñeros Villegas Universidad de Matanzas
  • Osmany Pérez Barral Pontificia Universidad Católica del Ecuador
  • Mónica del Rocío Alarcón Quinapanta Universidad Regional Autónoma de Los Andes
  • Vicente Mateo Ripoll Feliu Universitat de Valencia
Keywords: internal customers; restoration, cliente interno, restauración


The general objective of the study is propose an internal client management model in the process of restoration of the food and beverage directorate for the improvement of the attention of the services in the hotel object of study. As processes of change we want to achieve a catering service more in line with the needs of customers visiting the country (Ecuador), which means that the internal customer who provides the services of food and beverage should improve their management, and be more creative and artistic in the presentation of the different dishes and drinks that are promoted in the restaurants and bars of the hotel. In this sense, the aim is to approach a model that achieves results related to profitability and growth, which are generated by customer loyalty; fidelity, which is the result of customer satisfaction; customer satisfaction, which is influenced by the value of the service; the value of the service, generated through the fidelity and the productivity of the employees and, the satisfaction of the employees, that is generated by the internal quality of the service.


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Author Biographies

Carlos Andrés Piñeros Villegas, Universidad de Matanzas

Ingeniero en Hotelería y Turismo. Universidad de Matanzas. Cuba.

Osmany Pérez Barral, Pontificia Universidad Católica del Ecuador

Docente investigador. Pontificia Universidad Católica del Ecuador, Sede Ambato. Ecuador.

Mónica del Rocío Alarcón Quinapanta, Universidad Regional Autónoma de Los Andes

Docente investigadora. Universidad Regional Autónoma de Los Andes. Ecuador.

Vicente Mateo Ripoll Feliu, Universitat de Valencia

Docente investigador. Universitat de Valencia. España.

How to Cite
Piñeros Villegas, C. A., Pérez Barral, O., Alarcón Quinapanta, M. del R., & Ripoll Feliu, V. M. (2017). Management Model Internal Client in the Process of Restoration. Harvard Deusto Business Research, 6(1), 39-53.