Causas y consecuencias sociales de la satisfacción de los clientes con hoteles

  1. Moliner Velázquez, Beatriz 1
  2. Gallarza, Martina G. 1
  3. Gil Saura, Irene 1
  4. Fuentes Blasco, María 2
  1. 1 Universitat de València
    info

    Universitat de València

    Valencia, España

    ROR https://ror.org/043nxc105

  2. 2 Universidad Pablo de Olavide. Sevilla
Revista:
Cuadernos de turismo

ISSN: 1139-7861

Año de publicación: 2015

Número: 36

Páginas: 295-313

Tipo: Artículo

DOI: 10.6018/TURISMO.36.231021 DIALNET GOOGLE SCHOLAR lock_openDialnet editor

Otras publicaciones en: Cuadernos de turismo

Resumen

Con el objeto de evidenciar la dimensión social del proceso de satisfacción, proponemos un modelo causal donde la satisfacción y el valor son constructos centrales, con dos antecedentes (calidad de servicio y valor social) y dos consecuencias en forma de lealtad (boca-oreja electrónico y boca-oreja global). El modelo es contrastado entre 386 huéspedes de hoteles españoles confirmándose el peso que tienen en el proceso lealtad las variables de carácter social: valor social y boca-oreja. Se presentan importantes implicaciones para la gestión y futuros avances para la investigación académica.

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Fuente de los datos: Dialnet