Publication: Causas y consecuencias sociales de la satisfacción de los clientes con hoteles
Authors
Moliner Velázquez, Beatriz ; G. Gallarza, Martina ; Gil Saura, Irene ; Fuentes Blasco, María
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Publisher
Murcia: Servicio de Publicaciones de la Universidad de Murcia
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DOI
http://dx.doi.org/10.6018/turismo.36.231021
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info:eu-repo/semantics/article
Description
Abstract
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.
ABSTRACT In order to make evidence the social dimension of satisfaction process, we propose a causal model where satisfaction and value are central constructs, with two antecedents (service quality and social value) and two consequences in the form of loyalty (electronic word-of-mouth and global word-of-mouth). The model is contrasted between 386 Spanish hotel guests and confirms the effect of social variables, social value and word-of-mouth, on loyalty process. Important implications for management and future developments for academic research are presented.
ABSTRACT In order to make evidence the social dimension of satisfaction process, we propose a causal model where satisfaction and value are central constructs, with two antecedents (service quality and social value) and two consequences in the form of loyalty (electronic word-of-mouth and global word-of-mouth). The model is contrasted between 386 Spanish hotel guests and confirms the effect of social variables, social value and word-of-mouth, on loyalty process. Important implications for management and future developments for academic research are presented.
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