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El efecto moderador de la complejidad del servicio en la lealtad del cliente

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Abstract

Este trabajo tiene por objeto identificar la influencia de las variables dependencia y confianza sobre la lealtad generada por clientes de servicios profesionales. El modelo propuesto refleja las variables que se consideran de influencia directa en los niveles de lealtad, y como éstas a su vez son moderadas por otras variables como el tipo de servicio y como en este proceso existen variables mediadoras, como la empatía que repercuten indirectamente sobre la lealtad. El modelo se contrasta con el caso de los servicios dentales y de peluquerías.

Suggested Citation

  • Vergara Adana, Andrea & Camarero Izquierdo, Carmen, 2005. "El efecto moderador de la complejidad del servicio en la lealtad del cliente," Working Papers "New Trends on Business Administration". Documentos de Trabajo "Nuevas Tendencias en Dirección de Empresas". 2005-04, 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 Docto.
    • Handle: RePEc:ntd:wpaper:2005-04
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