Hospitalidad antes del viaje: prácticas en agencias de viajes del cantón Manta

Amparo María Cabrera Chávez; Blanca Alejandra Camargo Ortega

doi:10.56124/claustro.v6i11.014

Authors

Amparo María Cabrera Chávez Universidad Laica Eloy Alfaro de Manabí
Blanca Alejandra Camargo Ortega Universidad de Monterrey

DOI:

https://doi.org/10.56124/claustro.v6i11.014

Keywords:

hospitality, hospitableness, travel agencies

Abstract

Hospitality has traditionally been examined in accommodation and food service settings, whereas its role during the pre-travel stage has received limited attention in tourism research. Addressing this gap, the present study analyzed how hospitality is manifested in travel agencies in the canton of Manta during the travel planning stage, based on the perceptions and experiences of their managers and travel agents. A qualitative, exploratory, and interpretive case study was conducted. Data were collected through a documentary review and semi-structured interviews with seven representatives from travel agencies selected through purposive sampling. The findings revealed that hospitality begins with the first interaction between the agency and the client and is built through relationships of trust, empathy, guidance, and ongoing communication. In addition, five strategies were identified as strengthening the traveler's experience before departure: personalized attention from the initial contact, continuous guidance throughout the planning process, clear and transparent communication, trust based on professional expertise, and personalized follow-up. The study concluded that hospitality constitutes a relational process that precedes the journey and that travel agencies represent one of the first interaction settings in which tourists develop expectations, trust, and perceptions about their future travel experience. In this regard, the study contributes to a broader understanding of hospitality by recognizing the pre-travel stage as a relevant context for tourism research.

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