Fidelização do cliente tendo em vista o marketing relacionamento no setor hoteleiro na cidade de Dourados/MS

Abstract

This paper aims to address through the field of study in the hotels of Dourados/MS, which the importance and scope to the relationship marketing tool in the customer view (guests) and hoteliers. The results were obtained according to the availability and acceptance of the owners of these establishments in cooperation to respond to the questionnaire for the business manager and another questionnaire for their customers. Given this need for acceptance, the research turned out to be somewhat limited taking into account the influence that the sector has on the city. The city's growth along with the number of inhabitants that customers have become more demanding at the time of choice, why relationship marketing has fit perfectly to highlight some advantages offered by any of the surveyed hotels and end up having great influence on the return of client services rendered. The subject of this work is of utmost importance in view of the great need in the industry for the city, which receives daily people from different regions, and in view of their work routine, just enjoying the hotel services, in some cases all weeks. However, this research is of paramount importance for the medium being analyzed, considering their growth and therefore the search in ways that may interfere with the customer's choice, with the largest order the loyalty of customers. That being the reason why the relationship marketing has great relevance and which will be studied in the following topics.