Analysis of customer service skills: applied to tourism degree students.

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DOI:

https://doi.org/10.5944/eeii.45776

Abstract

The tourism industry focuses on offering the tourists a rewarding experience by serving to satisfy their needs and desire. The study seeks to know at what level university students who study tourism master the skills of service to tourists. The study is descriptive and non-experimental with an exploratory cross-sectional design and is based on the theories of multiple intelligences and learning. The sample is 258 tourism students. The data collection instrument is online and consists of 27 statements coded by skills: interpersonal communication, teamwork, decision-making, innovation and creation, learning capacity and technology management. The questionnaire is validated by a committee of experts. The expected results are to identify which customer service skills are mastered a lot, regular or not at all, by the students of the tourism department of a university in Puerto Rico. The findings show that students master the skills at the regular level. It is concluded that in the teaching curricula of the university's tourism department there is an absence of effective strategies, or they are not being used by the teaching staff to develop customer service skills in students who are training to work in the tourism sector of Puerto Rico. It is recommended to integrate teaching strategies into the curricula and to review that the teaching staff complies with the curriculum without ruling out the retraining of teachers.

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Author Biography

Radamés Cintrón Bobé, Universidad Internacional Iberoamericana

PhD in Project Management with a specialization in Research from the International Ibero-American University. I also hold a master's degree in Tourism Management and Consulting from the European University of the Atlantic. I currently work as a professor of Business and Tourism at a university in Puerto Rico. I teach courses in Human Resources, Ethics in Tourism, Finance, Accounting, Marketing, and Customer Service. I am a mentor for the Tourism and Culinary Arts Student Association at the university. In the community, I work as a community leader and support the resilience of residents. I teach workshops on micro-enterprises and food management. In my free time, I work as a theater actor.

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Published

2025-12-26

How to Cite

Cintrón Bobé, R. (2025). Analysis of customer service skills: applied to tourism degree students. INSTITUTIONAL STUDIES JOURNAL, 12(23), 71–92. https://doi.org/10.5944/eeii.45776

Issue

Vol. 12 No. 23 (2025): International Journal of Research in Institutions, Ceremony and Protocol

Section

Artículos

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Copyright (c) 2025 Radamés Cintrón Bobé

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