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Causal Relationships Between Intangibles and Overall Assessment of the Service Received in a Travel Agency/Calidad e Intangibles. Relaciones de causalidad en los servicios de intermediación. Aplicación a las Agencias de Viajes

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  • ESTEBAN ALBERDI, C.

    ()
    (Universidad Autónoma de Madrid. Facultad de Ciencias Económicas y Empresariales, Departamento de Contabilidad y Organización de Empresas, Carretera de Colmenar Viejo, Km. 15, 28049 Madrid, Spain. Telephones: 91 397 5243, 91 397 3983, 91 397 5242. Fax: 91 397 4218.)

  • RUBIO ANDRADA, L.

    ()
    (Universidad Autónoma de Madrid. Facultad de Ciencias Económicas y Empresariales, Departamento de Contabilidad y Organización de Empresas, Carretera de Colmenar Viejo, Km. 15, 28049 Madrid, Spain. Telephones: 91 397 5243, 91 397 3983, 91 397 5242. Fax: 91 397 4218.)

  • RODRÍGUEZ ANTÓN, J. M.

    ()
    (Universidad Autónoma de Madrid. Facultad de Ciencias Económicas y Empresariales, Departamento de Contabilidad y Organización de Empresas, Carretera de Colmenar Viejo, Km. 15, 28049 Madrid, Spain. Telephones: 91 397 5243, 91 397 3983, 91 397 5242. Fax: 91 397 4218.)

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    Abstract

    Adaptation of travel agencies to the standards of the New Economy is leading to a trend towards restructuring the sector aimed at finding new competitive strategies. The growing importance of intangible assets in achieving such strategies has motivated this study, which has tried to identify those intangible factors, present in the provision of the service, that have a direct relationship with the client’s perception of a differentiation in the service received. La calidad se ha convertido en un factor determinante para el exito de las empresas, en especial las del sector servicios. En el caso de los servicios de intermediaicón turística, las tecnologías de la información y, en concreto: Internet, ha abierto nuevos campos de actuación y vías de comercialización, donde la competencia es cada vez mayor y donde desapareceran una parte importante de los canales de intermediación tradicionales. En este artículo intentamos demostrar que algunos factores intangibles estan directamente relacionados con las valoraciones de calidad realizadas por los clientes en los servicios prestados por las agencias de viajes y, por tanto, son determinantes en su adaptación a los nuevos modelos de comercialización.

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    Bibliographic Info

    Article provided by Estudios de Economía Aplicada in its journal Estudios de Economía Aplicada.

    Volume (Year): 23 (2005)
    Issue (Month): (Agosto)
    Pages: 323-334

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    Handle: RePEc:lrk:eeaart:23_2_4

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    Related research

    Keywords: Intangibles; Client’s Perception; Travel Agencies; Tourism/Intangibles; Percepción de los clientes; Agencias de viajes y turismo.;

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    1. P. Bentler & David Weeks, 1980. "Linear structural equations with latent variables," Psychometrika, Springer, vol. 45(3), pages 289-308, September.
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