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
Revue:
Cuadernos de turismo

ISSN: 1139-7861

Année de publication: 2015

Número: 36

Pages: 295-313

Type: Article

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

D'autres publications dans: Cuadernos de turismo

Objectifs de Développement Durable

Résumé

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.

Références bibliographiques

  • ANDERSON, J.C. y GERBING, D.W. (1988): "Structural equation modeling in practice: a review and recommended two-step approach", Psychological Bulletin, vol. 103, no 3, pp. 411-423.
  • BABIN, B.J. y KIM, K. (2001): "International students travel behavior: a model of the travel-related consumer/dissatisfaction process", Journal of Travel and Tourism Marketing, vol. 10, no 1, pp. 93-106.
  • BLAZEY, M.A. (2000): Social Interaction in Jafar Jafari Tourism Encyclopedia of Tourism, Routledge, London.
  • BRADY, M.K., ROBERTSON, C.J. y CRONIN, J.J. (2001): "Managing behavioral intentions in diverse cultural environments. An investigation of service quality, service value and satisfaction for American and Ecuatorian fast-food customers", Journal of International Management, vol. 7, pp. 129-49.
  • BRADY, M.K., KNIGHT, G.A., CRONIN, J.J.JR, TOMAS, G., HULT, M. y KEILLOR, B.D. (2005): "Removing the contextual lens; A multinational, multi-setting comparison of service evaluation model", Journal of Retailing, vol. 81, no 3, pp. 215-230.
  • BELLINI, S., CARDINALI, M.G. y ZILIANI, C. (2011): "Building customer loyalty in retailing: not all levers are created equal", The International Review of Retail, Distribution and Consumer Research, vol. 21, no 5, pp. 461-481.
  • BOJANIC, D.C. (1996): "Consumer Perceptions of price, value and satisfaction in the hotel industry: an exploratory study", Journal of Hospitality and Leisure Marketing, vol. 4, no 1, pp. 5-22.
  • BOLTON, R. y DREW, J. (1991): "A multistage model of customers' assessments of service quality and value", Journal of Consumer Research, vol. 17, pp. 375-384.
  • BUTTLE, F. y BURTON, J. (2002): "Does Service Failure Influence Customer Loyalty", Journal of Consumer Behavior, vol. 1, no 3, pp. 217-227.
  • CARL, W.J. (2006): "What's all the buzz about? Everyday communication and the relational basis of word-of-mouth and buzz marketing practices", Management Communication Quarterly, vol. 19, no 4, pp. 601-634.
  • CHAN, Y.Y.Y. y NGAI, E.W.T. (2011): "Conceptualising electronic Word of mouth activity. An input-process-output perspective", Marketing Intelligence & Planning, vol. 29, no 5, pp. 488-516.
  • CHAUDHURI, A. y LIGAS, M. (2009): "Consequences of Value in Retail Markets", Journal of Retailing, vol. 85, no 3, pp. 406-419.
  • CHEN C.F. y TSAI, D.C. (2007): "How destination image and evaluative factors affect behavioural intentions?", Tourism Management, vol. 28, pp. 1115-1122.
  • CHEUNG, C.M.K., LEE, M.K.O. y RABJOHN, N. (2008): "The impact of electronic word-of-mouth: the adoption of online opinions in online customer communities", Internet Research, vol. 18, no 3, pp. 229-247.
  • CRONIN, J.J., BRADY, M.K. y HULT, G.T.M. (2000): "Assessing the effects of quality, value and customer satisfaction on consumer behavioural intentions in service environments", Journal of Retailing, vol. 76, no 2, pp. 193-218.
  • CRONIN, J.J., BRADY, M.K., BRAND, R.R., HIGHTOWER, R. y SHEMWELL, D.J. (1997): "A cross-sectional test of the effect and conceptualization of service value", The Journal of Services Marketing, vol. 11, no 3, pp. 375-391.
  • DAY, E. y CRASK, M.R. (2000): "Value assessment: the antecedent of customer satisfaction", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, vol. 13, pp. 42-50.
  • DELLAROCAS, C. (2003): "The digitization of word of mouth: Promise and challenges of online feedback mechanisms", Management Science, vol. 49, no 10, pp. 1407-1424.
  • DUMAN, T. y MATTILA, A.S. (2005): "The role of affective factors on perceived cruise vacation value", Tourism Management, vol. 26, pp. 311-323.
  • FORNELL, C. y LARCKER, D.F. (1981): "Evaluating structural equation models with unobservable variables and measurement error", Journal of Marketing Research, vol. 28, Febrero, pp. 39-50.
  • GALLARZA, M.G., GIL, I. y HOLBROOK, M.B. (2011): "The value of value: Further excursions on the meaning and role of customer value", Journal of Consumer Behaviour, vol. 10, no 4, pp. 179-191.
  • GALLARZA, M.G. y GIL, I. (2006): "Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students' travel behaviour", Tourism Management, vol. 27, no 3, pp. 437-452.
  • GALLARZA, M.G., ARTEAGA, F. y GIL, I. (2013): "The Quality-Value-Satisfaction-Loyalty chain: relationships and impacts", Tourism Review, vol. 68, no 1, pp. 3-20.
  • GELBRICH, K. (2011): "I have paid less than you! The emotional and behavioral consequences of advantaged price inequality", Journal of Retailing, vol. 87, no 2, pp. 207-224.
  • GODES, D. y MAYZLIN, D. (2004): "Using online conversations to study word of mouth communication", Marketing Science, vol. 23, no 4, pp. 545-560.
  • GREMLER, D.D. y BROWN, S.W. (1996): "Service loyalty: its nature, importance and implications", en QUIS V: Advancing Service Quality: A Global Perspective, B. Edvardsson, S.W. Brown, R. Sohnston y E. Scheuing (Eds.), New York: ISQA,.), pp. 171-181.
  • HALSTEAD, D. (2002): "Negative word-of-mouth substitutive for or supplement to consumer complaints?", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, vol. 15, pp. 1-12.
  • HARRISON-WALKER, L.J. (2001): "The measurement of word-of-mouth communication and investigation of service quality and customer commitment as potential antecedents", Journal of Service Research, vol. 4, no 1, pp. 60-75.
  • HE, Y. y SONG, H. (2009): "A mediation model of tourist's repurchase intentions for packaged tour services", Journal of Travel Research, vol. 47, no 3, pp. 317-331.
  • HENNIG-THURAU, T., GWINNER, K.P., WALSH, G. y GREMLER, D.D. (2004): "Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the internet?", Journal of Interactive Marketing, vol. 18, no 1, pp. 38-52.
  • HOLBROOK, M.B. (1999): Consumer value. A framework for analysis and research, Routledge, London.
  • HOMBURG, C. y GIERING, A. (2001): "Personal characteristics as moderators of the relationship between customer satisfaction and loyalty: an empirical analysis", Psychology & Marketing, vol. 18, no 1, pp. 43-66.
  • JAYANTI, R. y GHOSH, A. (1996): "Service value determination: An integrative perspective", Journal of Hospitality and Leisure Marketing, vol. 3, no 4, pp. 5-25.
  • KASAVANA, M.L. y BROOKS, R.M. (2001): Managing Front Office Operations, 6ª ed., Culinary and Hospitality Industry Publications Services, Weimar, Texas.
  • KASHYAP, R. y BOJANIC, D. (2000): "A Structural Analysis of Value, Quality, and Price Perceptions of Business and Leisure Travelers", Journal of Travel Research, vol. 39, Agosto, pp. 45-51.
  • KATTARA, H.S.; WEHEBA, D. y EL-SAID, O.A. (2008): "The impact of employee behaviour on customers' service quality perceptions and overall satisfaction", Tourism and Hospitality Research, vol. 8, no 4, pp. 309-323.
  • KIM, W. y CHA, Y. (2002): "Antecedents and consequences of relationship quality in hotel industry", International Journal of Hospitality Management, vol. 21, no 4, pp. 321-338.
  • LADHARI, R. (2009): "Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry", Managing Service Quality, vol. 19, no 3, pp. 308-331.
  • LEDDEN, L., KALAFATIS, S.P. y SAMOUEL, P. (2007): "The relationship between personal values and perceived value of education", Journal of Business Research, vol. 60, pp. 965-974.
  • LEE, C.K., YOON, Y.S. y LEE, S.K. (2007): "Investigating the relationships among perceived value, satisfaction, and recommendations: The case of the Korean DMZ", Tourism Management, vol. 28, pp. 204-214.
  • LEWIS, R.C. y CHAMBERS, R.E. (2000): Marketing leadership in hospitality, foundations and practices, 3ª Ed. New York: Wiley.
  • LITVIN, S.W., BLOSE, J.E. y LAIRD, S.T. (2004): "Tourist use of restaurant web-pages: Is the internet a critical marketing tool?", Journal of Vacation Marketing, vol. 11, no 2, pp. 155-161.
  • LITVIN, S.W., GOLDSMITH, R.E. y PAN, B. (2008): "Electronic word-of-mouth in hospitality and tourism management", Tourism Management, vol. 29, pp. 458-468.
  • MCDOUGALL G.H.G, y LEVESQUE T. (2000): "Customer satisfaction with services: putting perceived value into the equation", The Journal of Services Marketing, vol. 14, no 5, pp. 392-410.
  • MAZZAROL, T., SWEENEY, J.C. y SOUTAR, G.N. (2007): "Conceptualizing word-of-mouth activity, triggers and conditions: an exploratory study", European Journal of Marketing, vol. 41, no 11/12, pp. 1475-1494.
  • MOLINER, B., GIL, I. y RUIZ, M.E. (2011): "Conceptualizing and measuring loyalty: Towards a conceptual model of tourist loyalty antecedents", Journal of Vacation Marketing, vol. 17, no 1, pp. 65-81
  • MONROE, K.B. (1979): Pricing. Making profitable decisions, McGraw Hill Bokk Company, New York.
  • MORGAN, N.J., PRITCHARD, A. y PIGGOTT, R. (2003): "Destination branding and the role of the stakeholders: The case of New Zealand", Journal of Vacation Marketing, vol. 9, no 3, pp. 285-299.
  • NASUTION, H.N. y MAVONDO, F.T. (2008): "Customer value in the hotel industry: what managers believe they deliver and what customer experience", International Journal of Hospitality Management, vol. 27, pp. 204-213.
  • OH, H. (1999): "Service quality, customer satisfaction, and customer value: A holistic perspective", International Journal of Hospitality Management, vol. 18, no 1, pp. 67-82.
  • OLIVER, R.L. (1997): Satisfaction: A Behavioral Perspective on the Consumer, New York: The McGraw-Hill Companies, Inc.
  • OLIVER, R.L. (1999): "Whence consumer loyalty?", Journal of Marketing, vol. 63, pp. 33-44.
  • OSTROM, A. y IACOBUCCI, D. (1995): "Consumer trade-offs and the evaluation of services", Journal of Marketing, vol. 59, pp. 17-28.
  • PARASURAMAN, A. y GREWAL, D. (2000): "The impact of technology on the quality-value-loyalty chain: a research agenda", Journal of the Academy of Marketing Science, vol. 28, no 1, pp. 168-74.
  • PARASURAMAN, A., ZEITHAML, V.A. y BERRY, L.L. (1988): "SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, vol. 64, pp. 39-48.
  • PECHLANER, H., SMERAL, E. y MATZLER, K. (2002): "Consumer value management as a determinant of the competitive position of Tourism Destinations", Tourism Review, vol. 57, no 4, pp. 15-22.
  • PETRICK, J.F. (2002): "Development of a multi-dimensional scale for measuring the perceived value of a service", Journal of Leisure Research, vol. 34, no 2, pp. 119-134.
  • PETRICK, J.F. (2003): "Measuring cruise passengers' perceived value", Tourism Analysis, vol. 7, pp. 251-258.
  • PETRICK, J.F. (2004): "The roles of Quality, Value and Satisfaction in predicting cruise passengers behavioural intentions", Journal of Travel Research, vol. 42, Mayo, pp. 397-407.
  • PETRICK, J.F., MORAIS, D.D. y NORMAN, W.C. (2001): "An examination of the determinants of entertainment vacationers' intentions to revisit", Journal of Travel Research, vol. 40, pp. 41-48.
  • RODRÍGUEZ DEL BOSQUE, I.A., SAN MARTÍN, H. y COLLADO, J. (2006): "The role of expectation in the consumer satisfaction formation process: Empirical evidence in the travel agency sector", Tourism Management, vol. 27, pp. 410-419.
  • SÁNCHEZ, J., CALLARISA, L., RODRIGUEZ, R.M. y MOLINER, M.A. (2006): "Perceived value of the purchase of a tourism product", Tourism Management, vol. 27, pp. 394-409.
  • SEN, S. y LERMAN, D. (2007): "Why are you telling me this? An examination of negative consumer reviews on the web", Journal of Interactive Marketing, vol. 21, no 4, pp. 51-69.
  • SHETH, J.N., NEWMAN, B.I. y GROSS, B.L. (1991): "Why We Buy What We Buy: A Theory of Consumption Values", Journal of Business Research, vol. 22, pp. 159-170.
  • SPARKS, B., BUTCHER, K. y BRADLEY, G. (2008): "Dimensions and correlates of consumer value: an application of the timeshare industry", International Journal of Hospitality Management, vol. 27, pp. 98-108.
  • SWEENEY, J., SOUTAR, G, y JOHNSON L.W. (1999): "The role of perceived risk in the quality-value relationship: a study in a retail environment", Journal of Retailing, vol. 75, no 1, pp. 77-105.
  • SWEENEY, J. y SOUTAR, G. (2001): "Consumer perceived value: the development of a multiple item scale", Journal of Retailing, vol. 77, pp. 203-207.
  • SWEENEY, J.C., SOUTAR, G.N. y MAZZAROL, T. (2012): "Word of mouth: measuring the power of individual messages", European Journal of Marketing, vol. 46, no 1/2, pp. 237-257.
  • TRUSOV, M., BUCKLIN, R.E. y PAUWELS, K. (2009): "Effects of word-of-mouth versus traditional marketing: Findings from an internet social networking site", Journal of Marketing, vol. 73, no 5, pp. 90-102.
  • UM, S., CHON, K. y RO, Y. (2006): "Antecedents of revisit intention", Annals of Tourism Research, vol. 33, no 4, pp. 1141-1158.
  • UNWTO (2012): UNWTO Tourism Highlights, 2012 Edition. Disponible en http://mkt.unwto.org/en/content/tourism-highlights.
  • WESTBROOK, R.A. (1987): "Product/consumption-based affective responses and postpurchase processes", Journal of Marketing Research, vol. 24, no 3, pp. 258-270.
  • WOODRUFF, B.R. (1997): "Customer value: the next source for competitive advantage", Journal of the Academy of Marketing Science, vol. 25, no 2, pp. 139-153.
  • WOMMA: Word of Mouth Marketing Association, http://womma.org/main.
  • YUAN, Y.H. y WU, C.K. (2008): "Relationship among experiential marketing, experiential value, and customer satisfaction", Journal of Hospitality and Tourism Research, vol. 32, no 3, pp. 387-410.
  • ZEITHAML, V.A. (1988): "Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence", Journal of Marketing, vol. 52, pp. 2-22.
  • ZEITHAML, V.A., BERRY, L.L. y PARASURAMAN, A. (1996): "The behavioural consequences of service quality", Journal of Marketing, vol. 60, Abril, pp. 31-46.
La source de données: Dialnet