La confianza, la intención de compra, la reputación y las emociones en la relación del consumidor con la marca. Aplicación al caso de la marca “Mundo Maya-México” Trust, buying intention, reputation and emotions in the consumer-brand relationship. Application to the brand “Mundo Maya-México”
Cada destino turístico es una marca que puede elegir el consumidor (turista) a la hora de viajar. Este trabajo examina, a través de un modelo causal que contrastamos empíricamente para el caso de Mundo Maya-México, el papel que desempeña la reputación, las emociones y la confianza en la intención de compra de los consumidores de un destino turístico. Desarrollamos un marco teórico multidisciplinar con aportaciones de la teoría de señales, las teorías de emociones y del marketing de relaciones. Se ha realizado una encuesta personal a consumidores que acuden a las agencias de viajes. Los resultados obtenidos corroboran la mayoría de nuestras hipótesis y arrojan resultados interesantes: tanto la reputación de una buena gestión y alta notoriedad del destino como el agrado y la confianza del consumidor respecto del destino resultan determinantes de la intención del turista de ir a un destino turístico. Each tourist destination is a brand the consumer can choose at the moment of travelling. This work analyzes, through a causal model empirically tested for the case of Mundo Maya-México, the paper that reputation, emotions and trust play in the consumer’s intention to go to a tourist destination. A multidisciplinary theoretical frame is developed with contributions of the signalling theory, emotions theories and relationship marketing. A face-to-face survey was carried out with consumers in travel agencies. Results confirm most of the proposed hypotheses and show interesting results: a reputation of a good management and high awareness of the tourist destination and consumer pleasure and trust in the destination reveal as antecedents of consumer intention to go to a certain tourist destination.
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Find related papers by JEL classification: M1 - Business Administration and Business Economics; Marketing; Accounting - - Business Administration M3 - Business Administration and Business Economics; Marketing; Accounting - - Marketing and Advertising F1 - International Economics - - Trade
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