Advanced Search
MyIDEAS: Login

Efectos derivados de la puesta en pr ctica del marketing de relaciones en los servicios profesionales

Contents:

Author Info

Registered author(s):

    Abstract

    El objetivo del presente trabajo es identificar la influencia sobre el consumidor y sobre el resultado empresarial de dos dimensiones b sicas de los servicios profesionales: la dimensi¢n formal o calidad del servicio prestado y la dimensi¢n informal o interacci¢n personal con el cliente. Sobre la base te¢rica del marketing de relaciones, se analiza c¢mo influyen los aspectos formales e informales del servicio en el proceso de mantener e intensificar las relaciones con el cliente. Para ello se analiza el impacto de estas dimensiones sobre la percepci¢n en t‚rminos de satisfacci¢n, confianza o intenci¢n futura de compra. El contraste emp¡rico de las hip¢tesis propuestas se ha llevado a cabo en el mbito de las relaciones entre consultorios odontol¢gicos y sus clientes utilizando informaci¢n suministrada por ambas partes.

    Download Info

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below under "Related research" whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Bibliographic Info

    Paper provided by Interuniversity Research Master and Doctorate Program (with a quality mention of ANECA) on "Business Economics", Universities of Valladolid, Burgos, Salamanca and León (Spain). Until 2008, Interuniversity Doctorate Program (with a quality mention of ANECA) “New trends in Business Administration”, Universities of Valladolid, Burgos, and Salamanca (Spain). Master en Investigación y Programa de Doctorado Interuniversitarios (con mención de calidad de la ANECA) en "Economía de la Empresa", Universidades de Valladolid, Burgos, Salamanca y León (España). Hasta 2008, Programa de Doctorado Interuniversitario (con mención de calidad de la ANECA) “Nuevas Tendencias en Dirección de Empresas”, Universidades de Valladolid, Burgos y Salamanca (España). in its series Working Papers "New Trends on Business Administration". Documentos de Trabajo "Nuevas Tendencias en Dirección de Empresas". with number 2003-03.

    as in new window
    Length:
    Date of creation: Jun 2003
    Date of revision:
    Publication status: Published in Investigaci¢n y Marketing, no. 82, 2004, pages 34-44, with the title "Valoraci¢n del consumidor del marketing de relaciones de los servicios profesionales".
    Handle: RePEc:ntd:wpaper:2003-03

    Contact details of provider:
    Postal: Avda. Valle Esgueva, 6, 47011 Valladolid
    Phone: +34 983 420000 ext. 4392
    Fax: +34 983 423899
    Email:
    Web page: http://www3.uva.es/empresa/
    More information through EDIRC

    Order Information:
    Postal: Av. Valle de Esgueva, 6. E-47011-Valladolid (Spain)
    Email:

    Related research

    Keywords: Marketing de relaciones; servicios; satisfacci¢n; lealtad.;

    References

    No references listed on IDEAS
    You can help add them by filling out this form.

    Citations

    Lists

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    Statistics

    Access and download statistics

    Corrections

    When requesting a correction, please mention this item's handle: RePEc:ntd:wpaper:2003-03. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Fortuna-Lindo, Jose M.).

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.