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El proceso de compra de las reservas turísticas online. Variables implicadas y revisión de los modelos de medida

Author

Listed:
  • Carmen Berne Manero
  • María Gómez Campillo
  • Mercedes Marzo Navarro

Abstract

La literatura sobre la cadena de valor calidad-satisfacción-lealtad de servicios turísticos online, no es concluyente. Los modelos son parciales y las mediciones de las variables no están consensuadas. Este trabajo revisa el papel de las variables básicas y sus modelos de medida a través de una aplicación práctica. Se validan los modelos para cada variable, confirmando su dimensionalidad: la calidad de la página web, los costes de transacción, la satisfacción y la lealtad intencional. Finalmente, se formulan relaciones entre las variables y se propone un modelo teórico integral, implicaciones para la gestión y líneas de investigación futuras.

Suggested Citation

  • Carmen Berne Manero & María Gómez Campillo & Mercedes Marzo Navarro, 2018. "El proceso de compra de las reservas turísticas online. Variables implicadas y revisión de los modelos de medida," DOCFRADIS Working Papers 1804, Catedra Fundación Ramón Areces de Distribución Comercial, revised Jul 2018.
    • Handle: RePEc:ovr:docfra:1804
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    More about this item

    Keywords

    Calidad percibida de la página web; costes de transacción percibidos; modelos de medida; servicios turísticos online; satisfacción; lealtad.;
    All these keywords.

    JEL classification:

    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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