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Estudio comparativo del efecto de los fallos en el servicio sobre el bienestar del consumidor y sus emociones

Author

Listed:
  • Jenny Patricia Amaya Vega
  • Mónica Gómez Suárez
  • Mercedes Rozano

Abstract

El estudio aborda los efectos de los fallos en el servicio sobre el bienestar subjetivo del consumidor, las emociones negativas y las respuestas preferentes al fallo según el país, tipo de fallo y género del consumidor. Son muy pocos los estudios que abordan el efecto moderador de estas variables, así como el bienestar del consumidor, un concepto bastante inexplorado en el marketing y las empresas. En los tipos de fallo, este estudio propone un tercer tipo denominado fallo mixto. Mediante un ANOVA unidireccional, las valoraciones de 719 consumidores de España, Colombia y Argelia son analizadas. Los resultados muestran diferencias significativas de acuerdo con el país, tipo de fallo y género del consumidor que no pueden ser ignoradas por las empresas y el marketing.

Suggested Citation

  • Jenny Patricia Amaya Vega & Mónica Gómez Suárez & Mercedes Rozano, 2020. "Estudio comparativo del efecto de los fallos en el servicio sobre el bienestar del consumidor y sus emociones," DOCFRADIS Working Papers 2003, Catedra Fundación Ramón Areces de Distribución Comercial, revised Jul 2020.
    • Handle: RePEc:ovr:docfra:2003
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    File URL: http://www.catedrafundacionarecesdcuniovi.es/docs_trabajo/gm5d2_DOCFRADIS_2020_2003.pdf
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    More about this item

    Keywords

    Fallos en el servicio; bienestar del consumidor; tipo de fallo; género; transcultural; emociones; España; Colombia; Argelia.;
    All these keywords.

    JEL classification:

    • M14 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Corporate Culture; Diversity; Social Responsibility
    • M16 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - International Business Administration
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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