Publication: La fidelidad de los clientes según los maîtres en el sector de la restauración: análisis sociológico del dinescape de la experiencia antes y durante la Covild-19
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Date
2021
Authors
Sanagustín Fons, María Victoria ; Puyuelo Arilla, José María ; Martínez Quintana, Violante
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Publisher
Universidad de Murcia. Servicio de publicaciones
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DOI
https://doi.org/10.6018/turismo.492561
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info:eu-repo/semantics/article
Description
Abstract
La fidelidad de los clientes según los maîtres en el sector de la restauración se ana-liza desde una perspectiva sociológica; considerando variables individuales, sociales y del entorno, incluida la pandemia de la Covid-19; a través de sesenta y ocho entrevistas semies-tructuradas a una muestra de maîtres de restaurantes de Zaragoza (España). Tras el análisis, se identifican los factores determinantes de la fidelidad, descubriendo que la experiencia queda marcada por una percepción global (dinescape) que prescribirá el comportamiento futuro del comensal y/o turista gastronómico.
Customer loyalty according to maîtres in the restaurant sector is analysed from a socio-logical perspective; considering individual, social and environmental variables, including the Covid-19 pandemic. Sixty-eight semi-structured interviews were conducted with a sample of maîtres from restaurants in Zaragoza (Spain). After the analysis, the determinants of loyalty are identified, discovering that the experience is marked by a global perception (dinescape) that will prescribe the future behaviour of the diner and/or gastronomic tourist.
Customer loyalty according to maîtres in the restaurant sector is analysed from a socio-logical perspective; considering individual, social and environmental variables, including the Covid-19 pandemic. Sixty-eight semi-structured interviews were conducted with a sample of maîtres from restaurants in Zaragoza (Spain). After the analysis, the determinants of loyalty are identified, discovering that the experience is marked by a global perception (dinescape) that will prescribe the future behaviour of the diner and/or gastronomic tourist.
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