Conceptualización y medición del valor percibidoconsensos y controversias

  1. Martina G Gallarza 1
  2. Irene Gil Saura 1
  3. Francisco Javier Arteaga Moreno 2
  1. 1 Universitat de València
    info

    Universitat de València

    Valencia, España

    ROR https://ror.org/043nxc105

  2. 2 Universidad Católica de Valencia San Vicente Mártir
    info

    Universidad Católica de Valencia San Vicente Mártir

    Valencia, España

    ROR https://ror.org/03d7a9c68

Aldizkaria:
Management Letters / Cuadernos de Gestión

ISSN: 1131-6837

Argitalpen urtea: 2020

Alea: 20

Zenbakia: 1

Orrialdeak: 65-88

Mota: Artikulua

DOI: 10.5295/CDG.180997MG DIALNET GOOGLE SCHOLAR lock_openSarbide irekia editor

Beste argitalpen batzuk: Management Letters / Cuadernos de Gestión

Laburpena

Studying the value concept turns out to be necessary and useful in Marketing because it is academically endemic and professionally relevant. However, despite decades of research, authors denounce a certain vicious circle of conceptual and methodological difficulties in Value research. This work reviews and categorizes these difficulties around agreements and controversies, it provides evidence of the complex nomological network that has been built in years around the value concept. Besides, empirically explores three causal models of relationships between dimensions of Value, Satisfaction and Loyalty, tested with PLS on a sample of 340 hotel customers. The results do not allow to conclude strongly which variable is best explained –Satisfaction or Loyalty– although it does confirm more robust effects of value dimensions (such as Entertainment) on Loyalty, when satisfaction mediates this relationship. We conclude, contextually for this study, on the existence of direct effects (doubled on both Satisfaction and Loyalty) on variable paths) for some Value dimensions and indirect of others in the chain Satisfaction-Loyalty. Managerial implications deriving from results point out the relevance of Entertainment (Play), Esteem, Efficiency, Aesthetics, Ethics and Escapism as key divers for hotel management strategy to enhance, through customer Value, both customer Satisfaction and Loyalty.

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Finantzaketari buruzko informazioa

Este estudio ha sido realizado en el marco del proyecto ECO2016-76553-R. Ministerio de Economía, Industria y Competitividad. Agencia Estatal de Investigación.

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