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Relación Entre La Calidad De Servicio Y La Satisfacción Del Consumidor. Su Evaluación En El Ámbito Del Turismo Termal /

Listed author(s):
  • Alén González, M. E.


    (Universidad de Vigo (España))

  • Fraiz Brea, J. A


    (Universidad de Vigo (España))

Registered author(s):

    La calidad de servicio y la satisfacción son constructos que han recibido una gran atención en la literatura de marketing, siendo elementos centrales de muchas investigaciones. Sin embargo, las relaciones entre ambos todavía no están claras. Por ello, en el presente trabajo, se contrasta empíricamente un modelo que recoge las relaciones causales encontradas para ambos. Concretamente, pretendemos evaluar en el contexto del turismo termal, si la relación entre ambos conceptos es bidireccional (la satisfacción como antecedente de la calidad de servicio y a al mismo tiempo, consecuente) o unidireccional (la satisfacción como antecedente o consecuente de la calidad de servicio). / Service quality and satisfaction are constructs that have received so much attention in marketing literature; they had been the central elements of many investigations. However, the relationship between them is not still clear. Because of it, in the present work, a model which picks up the causal relationships for both is empirically contrasted. Specifically, we expect to evaluate in thermal tourism context, if the relationship between both constructs is bidirectional (satisfaction as an antecedent of service quality and at the same time, consequent) or unidirectional (satisfaction as antecedent or consequent of service quality).

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    Article provided by Academia Europea de Dirección y Economía de la Empresa (AEDEM) in its journal Investigaciones Europeas de Dirección y Economía de la Empresa.

    Volume (Year): 12 (2006)
    Issue (Month): 1 ()
    Pages: 251-272

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    Handle: RePEc:idi:jiedee:v:12:y:2006:i:1:p:251-272
    Contact details of provider: Postal:
    Investigaciones Europeas de Dirección y Economía de la Empresa, Facultad de Ciencias Económicas y Empresariales, Universidad de Vigo, Lagoas - Marcosende s/n, E-36310, Vigo, Pontevedra, España

    Phone: (+34) 986812473
    Fax: (+34) 986812401
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