Revisión conceptual de la lealtad en servicios hoteleros
DOI:
https://doi.org/10.18041/1900-0642/criteriolibre.2011v9n14.1236Palabras clave:
Lealtad, marketing, satisfacciónResumen
La creciente competitividad de los mercados obliga a la generación de estrategias que permitan retener clientes; la lealtad surge como una respuesta ante esta necesidad y ha demostrado benefi cios tanto para las empresas en términos de aumento de ingresos y reducción de costos, como para los consumidores en términos de comodidad, confi anza y ahorro. El sector servicios tiene mayor potencial de generación de lealtad que el de bienes. La lealtad a los destinos turísticos se encuentra mediada por variables como la satisfacción del turista, la imagen del destino y el apego al lugar. Actualmente las investigaciones acerca de la lealtad en servicios hoteleros giran alrededor de la determinación y clasifi cación de los factores críticos en la generación de experiencias positivas en los huéspedes.
Descargas
Los datos de descarga aún no están disponibles.
Referencias
Alexandris, K., Kouthouris, C., & Meligdis, A. (2006). "Increasing customers' loyalty in a skiing resort", International Contemporary Hospitality Management, 18(5), 414- 425.
American Marketing Association (2007). American Marketing Association. Recuperado el 10 de 11 de 2010, de http://www. marketingpower.com/AboutAMA/Pages/
DefinitionofMarketing.aspx
Blanco C. y Torres, E. (2003). "Factores relacionados con la lealtad: un análisis del compromiso con la compra y de los atributos de los supermercados" Theoria, vol 12: 97-106.
Bove, L.L. and L.W. Johnson (2000). A Customer-Service Worker Relationship Model, International Journal of Service.
Cadotte, E.R. and Turgeon, N. (1988). "Key factors in guest satisfaction", Cornell Hotel and Restaurant Administration Quarterly, Vol. 28, No. 4, pp. 45-51.
Casaló, L.; Flavián, C.; Guinalíu, M. (2008). The Role of Perceived Usability, Reputation,
Satisfaction and Consumer Familiarity on the Website Loyalty Formation Process, Computers in Human Behavior, Vol. 24, No. 2, pp. 325345.
Chen, S. Jang, S. Hu, C. (2005). Service quality gap analysis toward customer loyalty: practical guidelines for casino hotels, International Journal of Hospitality Management, 24 (2005) pp. 465-472.
Chi, C., Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach, Tourism Management 29 (2008), pp. 624-636.
Choi, Y., Ok, C. y Hyun (2011). Evaluating Relationships among Brand Experience, Brand Personality, Brand Prestige, Brand Relationship Quality, and Brand Loyalty: An Empirical Study of Coffeehouse Brands, 16th Graduate Students Research Conference.
Chow, Wong y Leung (2003). In What Ways
Can Customer Relationship Management Be Further Improved: Scrutinizing the Antecedents and Consequences of Information Sharing. Academy of Business & Administrative Sciences2003 International Conferences, Brussels, Belgium.
Christopher, M., Payne, A., & Ballantyne, D. (1994). Marketing relacional: integrando la calidad, el servicio al cliente y el marketing, Madrid, Diaz de Santos.
Chu, R.K.S. and Choi, T. (2000). "An importanceperformance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers", Tourism Management, Vol. 21, pp. 363-77.
Claver, E., Andreu, R. and Quer, D. (2006). "Growth strategies in the Spanish hotel sector: determining factors", International Journal of Contemporary Hospitality Management, Vol. 18 No. 3, pp. 188-205.
Clow, K.E., Garretson, J.A. and Kurtz, D.L. (1994). "An exploratory study into the purchase decision process used by leisure travelers in hotel selection", Journal of Hospitality and Leisure Marketing, Vol. 4, pp. 53-72.
Colmeranes, O., Saavedra, J. (2007).
Aproximación teórica de la lealtad de marca: enfoques y valoraciones, Cuadernos de Gestión, Vol. 7, Nº. 2, pp. 69-81.
Dabholkar y Overby (2004). Linking process and outcome to service quality and customer satisfaction evaluations: An investigation of real estate agent service. International. Journal of Service Industry Management, Vol. 16 No. 1, 2005, pp. 10-27.
DANE, Cuentas departamentales precios constantes de 2005.
DANE, Ficha metodológica cuenta satélite de turismo 2007.
DANE (2007). Ficha metodológica cuenta satélite de turismo - CST ejercicio piloto. Bogotá.
Datta, P.R., T. Cuong, H. T. Nguyen, and H. Nguyen (2007), Relationship Marketing and Its Effects on Customer Retention, 2007 ABR & TLC Conference Proceedings, Hawaii, USA.
Deng, Z., Lu, Y., Wei, K. K. and Zhang, J. (2009). Understanding customer satisfaction and loyalty: an empirical study of mobile instant messages in China. International Journal of Information Management, 30 (2010), pp. 289-300.
Departamento Nacional de Planeación (2007). Agenda interna para la productividad y la competitividad de Boyacá.
Douglas Hoffman, K., & Bateson, J. (2002). Fundamentos de marketing de servicios: conceptos, estrategias y casos (segunda ed.), México, Thompson.
Duque (2006). Relación entre calidad, satisfacción y lealtad en el ámbito de internet: una aplicación empírica, Universidad de Valencia, Estudio General, Trabajo de investigación II.
Ekinci, Y., Dawes, P.L. and Massey, G. (2008). "An extended model of the antecedents and consequences of customer satisfaction for hospitality services", European Journal of Marketing, Vol. 42, Nos. 1/2, pp. 35-68.
Flavian, C. y Guimalíu, B. (2007). "Un análisis de la influencia de la confianza y del riesgo percibido sobre la lealtad a un sitio web: el caso de la distribución de servicios gratuitos", Revista europea de dirección y economía de la empresa, vol. 16, No. 1, pp. 159-178.
Flavián, C.; Guinalíu, M. y Gurrea, R. (2004). Análisis empírico de la influencia ejercida por la usabilidad percibida, la satisfacción y la confianza del consumidor sobre la lealtad a un sitio web, XVI Encuentro Profesores Universitarios de Marketing, Alicante.
Geng-Qing Chi, C y Qu, Hailin (2008). Examinando la relación estructural de la imagen del destino, satisfacción del turista y lealtad: un enfoque integrado,Tourism Management, 29, pp. 624- 636.
Gentry, L., Kalliny, M. (2008). Consumer Loyalty - A Synthesis, Conceptual Framework, and Research Propositions, Journal of American Academy of Business, Cambridge.
George, B. P., & George, B. P. (2004). Past visit and the intention to revisit a destination: place attachment as the mediator and novelty seeking as the moderator, The Journal of Tourism Studies, 15(2), pp. 51-66.
Getty, J. M., & Thompson, K. N. (1994). The relationship between quality satisfaction and recommending behavior in lodging decision, Journal of Hospitality & Leisure Marketing, 2(3), pp. 3-22.
Gremler, D. D. and S W. Brown (1998). Worth Beyond Revenue: The Full Value of a Loyal Customer in Pursuing Service Excellence: Practices and Insights, E.E. Scheuing, S. W. Brown, B. Edvardsson et al., eds. International Service Quality Association, pp. 119-128.
Gremler, D. D., & Brown, S. W. (1996). Service loyalty: its nature, importance, and implications, in B. Edvardsson (Ed.), Advancing service quality: a global perspective, International Service Quality Association, pp. 171-180.
Grönroos, C. (1994). Marketing y Gestión de Servicios: la Gestión de los momentos de la verdad y la competencia en los servicios, Madrid, Ed. Díaz de Santos.
Halpenny, E.A. (2006). "Environmental behaviour, place attachment and park visitation: a case study of visitors to Point Pele National Park", Doctoral Thesis, University of Waterloo.
Han, H., Back, K-J. and Barrett, B. (2009). "Influencing factors on restaurant customers' revisit intention: the role of emotions and switching barriers", International Journal of Hospitality Management, Vol. 28, pp. 563-72.
Harris, L.C. and M.M.H. Goode (2004). The Four Levels of Loyalty and the Pivotal Role of Trust: A Study of Online Service Dynamics, Journal of Retailing, 80, pp. 139-158.
Hartline, M.D., Wooldridge, B.R. and Jones, K.C. (2003). "Guest perceptions of hotel quality: determining which employee groups count most", Cornell Hotel and Restaurant Administration Quarterly, Vol. 44, No. 1, pp. 43-52.
Hennig-Thurau, T., K. P. Gwinner, D. D. Gremler, and M. Paul (2005). Managing Service
Relationships in a Global
Holverson, S. and Revaz, F. (2006). "Perceptions of European independent hoteliers: hard and soft branding choices", International Journal of Contemporary Hospitality Management, Vol. 18, No. 5, pp. 398-413.
Hu H-H., Huang C.T. and Chen P.T. (2010). Do reward programs truly build loyalty for lodging industry?, International Journal of Hospitality Management, 29, pp. 128-135.
Instituto Mexicano de Teleservicios IMT (2004). CRM Creando clientes para toda la vida. Extraído el 25 de agosto de 2010 desde http://www.imt.com.mx/recontact/29/ creando.php
Lee, J. (2003). "Examining the antecedents of loyalty in a forest setting: relationships among service quality, satisfaction, activity involvement, place attachment, and destination loyalty", Unpublished Dissertation, The Pennsylvania State University.
Lee, J., Graefe, A., & Burns, R. (2007). Examining the antecedents of destination loyalty in a forest setting, Leisure Science, 29, pp. 463-481.
Low, S., & Altman, I. (1992). Place attachment: A conceptual Inquiry, in I. Althman, & S. Low (Eds.), Place attachment, New York, Plenum.
Martínez, C. (2002). Administración de organizaciones: competitividad y complejidad en un contexto de globalización, Bogotá, Unibiblos.
Mason, D.D.M., Tideswell, C. and Roberts, E. (2006). "Guest perceptions of hotel loyalty", Journal of Hospitality & Tourism Research, Vol. 30, No. 2, pp. 191-206.
Mayer, Bowen, y Moulton (2003). "A proposed model of the descriptors of service process", Journal of services marketing, Vol, 17, No. 6, pp. 621-639.
McCain, S., Jang, S. y Hu, C. (2005). Service quality gap analysis toward customer loyalty: practical guidelines for casino hotels, Hospitality Management 24, pp. 465-472.
McCleary, K.W., Weaver, P.A. and Hutchinson, J.C. (1993). "Hotel selection factors as they relate to business travel situations", Journal of Travel Research, Vol. 32, No. 2, pp. 42-48.
Mcmullan, R. y Gilmore, A. (2003). "The conceptual development of customer loyalty measurement: a proposed scale", Journal of Targeting, Measurement and Analysis for Marketing, Vol. 11, No. 3, pp.230-243.
McMullan, R., Gilmore, A. (2008). Customer loyalty: an empirical study, European Journal of Marketing.
Medina, C., Rey, M., & Rufín, R. (2010). Imagen de los destinos turísticos urbanos y lealtad del turista. ¿Actitud o comportamiento? Imágenes de los destinos turísticos urbanos y lealtad del turista, p. 19.
Medina, C., Rufín, R., & Rey, M. (2011). El papel moderador de la cultura en la generación de satisfacción y lealtad, Investigaciones Europeas de Dirección y Economía de la Empresa , 17 (1), pp. 057-073.
Mimouni-Chaabane, A. y Volle, P. (2010). Perceived benefits of loyalty programs: Scale development and implications for relational strategies, Journal of Business Research, 63 pp. 32-33.
Mohr, L.A. and Bitner, M.J. (1995). The role of employee effort in satisfaction with service transactions, Journal of Business Research, Vol. 32, No. 3, pp. 239-52.
Mohsin, A. and Lockyer, T. (2010). "Customer perceptions of service quality in luxury hotels in New Delhi, India: an exploratory study", International Journal of Contemporary Hospitality Management, Vol. 22, No. 2.
Moore, R. L., & Graefe, A. R. (1994). Attachments to recreation settings: the case of rail-trail users, Leisure Sciences, 16(1), pp. 17-31.
Moraga, E., Campos, P., Farías, P. (2007). Similitudes y diferencias en las causas psicográficas de la lealtad a la marca de producto y la fidelidad al supermercado, Cuadernos de administración.
Muñoz, F. (2001). CRM: El cambio cultural hacia una organización centralizada en el cliente, Guatemala, Price Waterhouse Coopers, RevistaInfonet.
Murray, Keith B. (1991). "A Test of Services Marketing Theory: Consumer Information Acquisition Activities", Journal of Marketing, 55 (January), pp. 10-25.
Nasution, H.N. and Mavondo, F.T. (2008). "Customer value in the hotel industry: what managers believe they deliver and what customers experience", International Journal of Hospitality Management, Vol. 27, No. 2, pp. 204-213.
Oliver (1999). Whence consumer loyalty?, Journal of Marketing, Vol. 63, pp. 33-44.
Publicaciones Vértice (2008). Hostelería y turismo: gestión de hoteles, Málaga, Vértice.
Puente, R. (2000). Servicios: las nuevas armas del mercadeo, Universidad ICESI, Estudios Gerenciales, pp. 43-48.
Ramanathan, U., & Ramanathan, R. (2011). Guests' perceptions on factors influencing customer loyalty: An analysis for UK hotels, International Journal of Contemporary Hospitality Management , 23 (1), pp. 7-25.
Reichheld, F.F. (1993). "Loyal-Based Management", Harvard Business Review, 71 (March-April), pp. 64-73.
Reichheld, F.F. (1996). "Learning from Customers Defections", Harvard Business Review (MarchApril), pp. 56-69.
Reichheld, F.F. y Earl Sasser Jr. (1990). "Zero Defections: Quality Comes to Services", Harvard Business Review, 68 (SeptemberOctuber), pp. 105-111.
Renart, L., Cabré, C. (2005). Las claves del marketing relacional bien hecho. IESE Business School Occasional Papers, Universidad de Navarra.
Ruiz, M., Gil, S. y Berenguer, C. (2009). Beneficios relacionales, satisfacción y lealtad en el comercio minorista: una comparativa intersectorial, Investigaciones Europeas de Dirección y Economía de la Empresa, Vol. 15, Nº 1, pp. 95-108.
Sánchez, M. (2002). La propuesta A.B.C (Activity based costing) aplicada al sector hotelero, Reus: Universitat Rovira I Virgili Departament de Gestió d'Empreses Facultat de Ciències Econòmiques i Empresarials.
Schlesinger, L. y Heskett, J. (1991). "The ServiceDriven Service Company", Harvard Business Review (September - Octuber), pp. 71-81.
Setó Pamíes, D. (2003). La fidelidad del cliente en el ámbito de los servicios: un análisis de la escala "intenciones de comportamiento", Investigaciones Europeas de Dirección y
Economía de la Empresa , 9 (2), pp. 189204.
Silverman, S.N. and Grover, R. (1995). Forming Perceptions of Overall Quality in Consumer Products: A Process of Quality Element Integration, Marketing Science Institute Report 95-103, Marketing Science Institute, Cambridge, MA.
Simpson, M. P., & Siquaw, J. (2008). Destination word-of-mouth: the role of traveler type, residents, and identity salience, Journal of Travel Research.
Stedman, R. C. (2002). Toward a social psychology of place: predicting behavior from place-based cognitions, attitude, and identity, Environment & Behavior, 34(5), pp. 561-581.
Such Devesa, M., Zapata Aguierre, S., Risso, W., Brida, J., & Pereyra, J. (2009). Turismo y crecimiento económico: Un análisis empírico de Colombia, Turismo y crecimiento económico, 18, pp. 21-35.
Such, Zapata, Risso, Brida y Pereyra (2009). Turismo y crecimiento económico: Un análisis empírico de Colombia, Estudios y perspectivas de turismo, Vol 18, pp. 21-35.
Sui, J. J., & Baloglu, S. (2003). The role of emotional commitment in relationship marketing: an empirical investigation of loyalty models for casinos, Journal of Hospitality & Tourism Research
Suki W.K., Y.H. Chow, T. Wong, and K.P. Leung (2003). In What Ways Can Customer Relationship Management Be Further Improved? Scrutinizing the Antecedents and Consequences of Information Sharing, Academy of Business & Administrative Sciences 2003 International Conferences, Brussels, Belgium.
Thorsten Hennig-Thurau, Kevin P. Gwinner, Dwayne D. Gremler, Michael Paul (2005), Managing Service Relationships In A Global Economy: Exploring The Impact Of National Culture On The Relevance Of Customer Relational Benefits For Gaining Loyal Customers, in K. de Ruyter and P. Pauwels (ed.) Research on International Service Marketing: A state of the Art (Advances in International Marketing, Volume 15), Emerald Group Publishing Limited.
Tsaur, S., Chiu, Y. y Huang, C. (2002). Determinantes de la lealtad de los huéspedes en los hoteles internacionales - un enfoque de redes neuronales, Tourism Management 23, pp. 397- 405.
Universidad Santo Tomas Seccional Tunja (2008). Estudio Productividad y Competitividad de las Empresas del Sector Turismo en Boyacá.
Valle, P., Silva, J., Mendes, J., & Guerio, M. (2006). Tourist satisfaction and destination loyalty intentions. International Journal of Business Sciences and Applied Management, 1(1), pp. 25-44.
Vásquez-Párraga, A., Alonso, S. (2000). Antecedentes de la lealtad del consumidor para una intención estratégica, American Marketing Association.
World Economic Forum (2011). The Travel & Tourism Competitiveness Report 2011 (J. Blanke, & T. Chiesa, Edits.), Geneva, Switzerland.
Wu, C.H-J. and Liang, R.-D. (2009). "Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants", International Journal of Hospitality Management, Vol. 28, pp. 586-93.
Yacout (2010). Service Quality, Relational Benefits, and Customer Loyalty in a Non-Western Context, SAM Advanced Management Journal.
Yacout, O. (2010). Service Quality, Relational
Benefits, and Customer Loyalty in a NonWestern Context, Society for the Advancement of Management , pp. 4-22.
Yavas, U. and Babakus, E. (2005). "Dimensions of hotel choice criteria: congruence between business and leisure travellers", Hospitality Management, Vol. 24, pp. 359-367.
Yen-Lun, A. (2004). Customer satisfaction measurement practice in Taiwan hotels, International Journal of Hospitality Management, 23, pp. 397-340.
Yuksel, A., Yuksel, F., Bilim, Y. (2010). Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty, Tourism Management, 31, pp. 274-284.
Zamora, J., León, A., Andrades, I. (2007). Percepción de la calidad de los servicios proporcionados en una reserva nacional:
el caso del Radal Siete Tazas, Revista Interamericana de Ambiente y Turismo.
Zamora, J., Vásquez, A., Morales, F. y Cisternas, C. (2004). Proceso de formación de la lealtad del huésped, teoría y prueba empírica. Estudios y perspectiva de turismo, Estudios en turismo Argentina.
Zeithaml, Parasuraman y Berry (1993). Calidad total en la gestión de servicios: cómo lograr el equilibrio entre las percepciones y las expectativas de los consumidores, Madrid, Ed. Díaz de Santos.
American Marketing Association (2007). American Marketing Association. Recuperado el 10 de 11 de 2010, de http://www. marketingpower.com/AboutAMA/Pages/
DefinitionofMarketing.aspx
Blanco C. y Torres, E. (2003). "Factores relacionados con la lealtad: un análisis del compromiso con la compra y de los atributos de los supermercados" Theoria, vol 12: 97-106.
Bove, L.L. and L.W. Johnson (2000). A Customer-Service Worker Relationship Model, International Journal of Service.
Cadotte, E.R. and Turgeon, N. (1988). "Key factors in guest satisfaction", Cornell Hotel and Restaurant Administration Quarterly, Vol. 28, No. 4, pp. 45-51.
Casaló, L.; Flavián, C.; Guinalíu, M. (2008). The Role of Perceived Usability, Reputation,
Satisfaction and Consumer Familiarity on the Website Loyalty Formation Process, Computers in Human Behavior, Vol. 24, No. 2, pp. 325345.
Chen, S. Jang, S. Hu, C. (2005). Service quality gap analysis toward customer loyalty: practical guidelines for casino hotels, International Journal of Hospitality Management, 24 (2005) pp. 465-472.
Chi, C., Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach, Tourism Management 29 (2008), pp. 624-636.
Choi, Y., Ok, C. y Hyun (2011). Evaluating Relationships among Brand Experience, Brand Personality, Brand Prestige, Brand Relationship Quality, and Brand Loyalty: An Empirical Study of Coffeehouse Brands, 16th Graduate Students Research Conference.
Chow, Wong y Leung (2003). In What Ways
Can Customer Relationship Management Be Further Improved: Scrutinizing the Antecedents and Consequences of Information Sharing. Academy of Business & Administrative Sciences2003 International Conferences, Brussels, Belgium.
Christopher, M., Payne, A., & Ballantyne, D. (1994). Marketing relacional: integrando la calidad, el servicio al cliente y el marketing, Madrid, Diaz de Santos.
Chu, R.K.S. and Choi, T. (2000). "An importanceperformance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers", Tourism Management, Vol. 21, pp. 363-77.
Claver, E., Andreu, R. and Quer, D. (2006). "Growth strategies in the Spanish hotel sector: determining factors", International Journal of Contemporary Hospitality Management, Vol. 18 No. 3, pp. 188-205.
Clow, K.E., Garretson, J.A. and Kurtz, D.L. (1994). "An exploratory study into the purchase decision process used by leisure travelers in hotel selection", Journal of Hospitality and Leisure Marketing, Vol. 4, pp. 53-72.
Colmeranes, O., Saavedra, J. (2007).
Aproximación teórica de la lealtad de marca: enfoques y valoraciones, Cuadernos de Gestión, Vol. 7, Nº. 2, pp. 69-81.
Dabholkar y Overby (2004). Linking process and outcome to service quality and customer satisfaction evaluations: An investigation of real estate agent service. International. Journal of Service Industry Management, Vol. 16 No. 1, 2005, pp. 10-27.
DANE, Cuentas departamentales precios constantes de 2005.
DANE, Ficha metodológica cuenta satélite de turismo 2007.
DANE (2007). Ficha metodológica cuenta satélite de turismo - CST ejercicio piloto. Bogotá.
Datta, P.R., T. Cuong, H. T. Nguyen, and H. Nguyen (2007), Relationship Marketing and Its Effects on Customer Retention, 2007 ABR & TLC Conference Proceedings, Hawaii, USA.
Deng, Z., Lu, Y., Wei, K. K. and Zhang, J. (2009). Understanding customer satisfaction and loyalty: an empirical study of mobile instant messages in China. International Journal of Information Management, 30 (2010), pp. 289-300.
Departamento Nacional de Planeación (2007). Agenda interna para la productividad y la competitividad de Boyacá.
Douglas Hoffman, K., & Bateson, J. (2002). Fundamentos de marketing de servicios: conceptos, estrategias y casos (segunda ed.), México, Thompson.
Duque (2006). Relación entre calidad, satisfacción y lealtad en el ámbito de internet: una aplicación empírica, Universidad de Valencia, Estudio General, Trabajo de investigación II.
Ekinci, Y., Dawes, P.L. and Massey, G. (2008). "An extended model of the antecedents and consequences of customer satisfaction for hospitality services", European Journal of Marketing, Vol. 42, Nos. 1/2, pp. 35-68.
Flavian, C. y Guimalíu, B. (2007). "Un análisis de la influencia de la confianza y del riesgo percibido sobre la lealtad a un sitio web: el caso de la distribución de servicios gratuitos", Revista europea de dirección y economía de la empresa, vol. 16, No. 1, pp. 159-178.
Flavián, C.; Guinalíu, M. y Gurrea, R. (2004). Análisis empírico de la influencia ejercida por la usabilidad percibida, la satisfacción y la confianza del consumidor sobre la lealtad a un sitio web, XVI Encuentro Profesores Universitarios de Marketing, Alicante.
Geng-Qing Chi, C y Qu, Hailin (2008). Examinando la relación estructural de la imagen del destino, satisfacción del turista y lealtad: un enfoque integrado,Tourism Management, 29, pp. 624- 636.
Gentry, L., Kalliny, M. (2008). Consumer Loyalty - A Synthesis, Conceptual Framework, and Research Propositions, Journal of American Academy of Business, Cambridge.
George, B. P., & George, B. P. (2004). Past visit and the intention to revisit a destination: place attachment as the mediator and novelty seeking as the moderator, The Journal of Tourism Studies, 15(2), pp. 51-66.
Getty, J. M., & Thompson, K. N. (1994). The relationship between quality satisfaction and recommending behavior in lodging decision, Journal of Hospitality & Leisure Marketing, 2(3), pp. 3-22.
Gremler, D. D. and S W. Brown (1998). Worth Beyond Revenue: The Full Value of a Loyal Customer in Pursuing Service Excellence: Practices and Insights, E.E. Scheuing, S. W. Brown, B. Edvardsson et al., eds. International Service Quality Association, pp. 119-128.
Gremler, D. D., & Brown, S. W. (1996). Service loyalty: its nature, importance, and implications, in B. Edvardsson (Ed.), Advancing service quality: a global perspective, International Service Quality Association, pp. 171-180.
Grönroos, C. (1994). Marketing y Gestión de Servicios: la Gestión de los momentos de la verdad y la competencia en los servicios, Madrid, Ed. Díaz de Santos.
Halpenny, E.A. (2006). "Environmental behaviour, place attachment and park visitation: a case study of visitors to Point Pele National Park", Doctoral Thesis, University of Waterloo.
Han, H., Back, K-J. and Barrett, B. (2009). "Influencing factors on restaurant customers' revisit intention: the role of emotions and switching barriers", International Journal of Hospitality Management, Vol. 28, pp. 563-72.
Harris, L.C. and M.M.H. Goode (2004). The Four Levels of Loyalty and the Pivotal Role of Trust: A Study of Online Service Dynamics, Journal of Retailing, 80, pp. 139-158.
Hartline, M.D., Wooldridge, B.R. and Jones, K.C. (2003). "Guest perceptions of hotel quality: determining which employee groups count most", Cornell Hotel and Restaurant Administration Quarterly, Vol. 44, No. 1, pp. 43-52.
Hennig-Thurau, T., K. P. Gwinner, D. D. Gremler, and M. Paul (2005). Managing Service
Relationships in a Global
Holverson, S. and Revaz, F. (2006). "Perceptions of European independent hoteliers: hard and soft branding choices", International Journal of Contemporary Hospitality Management, Vol. 18, No. 5, pp. 398-413.
Hu H-H., Huang C.T. and Chen P.T. (2010). Do reward programs truly build loyalty for lodging industry?, International Journal of Hospitality Management, 29, pp. 128-135.
Instituto Mexicano de Teleservicios IMT (2004). CRM Creando clientes para toda la vida. Extraído el 25 de agosto de 2010 desde http://www.imt.com.mx/recontact/29/ creando.php
Lee, J. (2003). "Examining the antecedents of loyalty in a forest setting: relationships among service quality, satisfaction, activity involvement, place attachment, and destination loyalty", Unpublished Dissertation, The Pennsylvania State University.
Lee, J., Graefe, A., & Burns, R. (2007). Examining the antecedents of destination loyalty in a forest setting, Leisure Science, 29, pp. 463-481.
Low, S., & Altman, I. (1992). Place attachment: A conceptual Inquiry, in I. Althman, & S. Low (Eds.), Place attachment, New York, Plenum.
Martínez, C. (2002). Administración de organizaciones: competitividad y complejidad en un contexto de globalización, Bogotá, Unibiblos.
Mason, D.D.M., Tideswell, C. and Roberts, E. (2006). "Guest perceptions of hotel loyalty", Journal of Hospitality & Tourism Research, Vol. 30, No. 2, pp. 191-206.
Mayer, Bowen, y Moulton (2003). "A proposed model of the descriptors of service process", Journal of services marketing, Vol, 17, No. 6, pp. 621-639.
McCain, S., Jang, S. y Hu, C. (2005). Service quality gap analysis toward customer loyalty: practical guidelines for casino hotels, Hospitality Management 24, pp. 465-472.
McCleary, K.W., Weaver, P.A. and Hutchinson, J.C. (1993). "Hotel selection factors as they relate to business travel situations", Journal of Travel Research, Vol. 32, No. 2, pp. 42-48.
Mcmullan, R. y Gilmore, A. (2003). "The conceptual development of customer loyalty measurement: a proposed scale", Journal of Targeting, Measurement and Analysis for Marketing, Vol. 11, No. 3, pp.230-243.
McMullan, R., Gilmore, A. (2008). Customer loyalty: an empirical study, European Journal of Marketing.
Medina, C., Rey, M., & Rufín, R. (2010). Imagen de los destinos turísticos urbanos y lealtad del turista. ¿Actitud o comportamiento? Imágenes de los destinos turísticos urbanos y lealtad del turista, p. 19.
Medina, C., Rufín, R., & Rey, M. (2011). El papel moderador de la cultura en la generación de satisfacción y lealtad, Investigaciones Europeas de Dirección y Economía de la Empresa , 17 (1), pp. 057-073.
Mimouni-Chaabane, A. y Volle, P. (2010). Perceived benefits of loyalty programs: Scale development and implications for relational strategies, Journal of Business Research, 63 pp. 32-33.
Mohr, L.A. and Bitner, M.J. (1995). The role of employee effort in satisfaction with service transactions, Journal of Business Research, Vol. 32, No. 3, pp. 239-52.
Mohsin, A. and Lockyer, T. (2010). "Customer perceptions of service quality in luxury hotels in New Delhi, India: an exploratory study", International Journal of Contemporary Hospitality Management, Vol. 22, No. 2.
Moore, R. L., & Graefe, A. R. (1994). Attachments to recreation settings: the case of rail-trail users, Leisure Sciences, 16(1), pp. 17-31.
Moraga, E., Campos, P., Farías, P. (2007). Similitudes y diferencias en las causas psicográficas de la lealtad a la marca de producto y la fidelidad al supermercado, Cuadernos de administración.
Muñoz, F. (2001). CRM: El cambio cultural hacia una organización centralizada en el cliente, Guatemala, Price Waterhouse Coopers, RevistaInfonet.
Murray, Keith B. (1991). "A Test of Services Marketing Theory: Consumer Information Acquisition Activities", Journal of Marketing, 55 (January), pp. 10-25.
Nasution, H.N. and Mavondo, F.T. (2008). "Customer value in the hotel industry: what managers believe they deliver and what customers experience", International Journal of Hospitality Management, Vol. 27, No. 2, pp. 204-213.
Oliver (1999). Whence consumer loyalty?, Journal of Marketing, Vol. 63, pp. 33-44.
Publicaciones Vértice (2008). Hostelería y turismo: gestión de hoteles, Málaga, Vértice.
Puente, R. (2000). Servicios: las nuevas armas del mercadeo, Universidad ICESI, Estudios Gerenciales, pp. 43-48.
Ramanathan, U., & Ramanathan, R. (2011). Guests' perceptions on factors influencing customer loyalty: An analysis for UK hotels, International Journal of Contemporary Hospitality Management , 23 (1), pp. 7-25.
Reichheld, F.F. (1993). "Loyal-Based Management", Harvard Business Review, 71 (March-April), pp. 64-73.
Reichheld, F.F. (1996). "Learning from Customers Defections", Harvard Business Review (MarchApril), pp. 56-69.
Reichheld, F.F. y Earl Sasser Jr. (1990). "Zero Defections: Quality Comes to Services", Harvard Business Review, 68 (SeptemberOctuber), pp. 105-111.
Renart, L., Cabré, C. (2005). Las claves del marketing relacional bien hecho. IESE Business School Occasional Papers, Universidad de Navarra.
Ruiz, M., Gil, S. y Berenguer, C. (2009). Beneficios relacionales, satisfacción y lealtad en el comercio minorista: una comparativa intersectorial, Investigaciones Europeas de Dirección y Economía de la Empresa, Vol. 15, Nº 1, pp. 95-108.
Sánchez, M. (2002). La propuesta A.B.C (Activity based costing) aplicada al sector hotelero, Reus: Universitat Rovira I Virgili Departament de Gestió d'Empreses Facultat de Ciències Econòmiques i Empresarials.
Schlesinger, L. y Heskett, J. (1991). "The ServiceDriven Service Company", Harvard Business Review (September - Octuber), pp. 71-81.
Setó Pamíes, D. (2003). La fidelidad del cliente en el ámbito de los servicios: un análisis de la escala "intenciones de comportamiento", Investigaciones Europeas de Dirección y
Economía de la Empresa , 9 (2), pp. 189204.
Silverman, S.N. and Grover, R. (1995). Forming Perceptions of Overall Quality in Consumer Products: A Process of Quality Element Integration, Marketing Science Institute Report 95-103, Marketing Science Institute, Cambridge, MA.
Simpson, M. P., & Siquaw, J. (2008). Destination word-of-mouth: the role of traveler type, residents, and identity salience, Journal of Travel Research.
Stedman, R. C. (2002). Toward a social psychology of place: predicting behavior from place-based cognitions, attitude, and identity, Environment & Behavior, 34(5), pp. 561-581.
Such Devesa, M., Zapata Aguierre, S., Risso, W., Brida, J., & Pereyra, J. (2009). Turismo y crecimiento económico: Un análisis empírico de Colombia, Turismo y crecimiento económico, 18, pp. 21-35.
Such, Zapata, Risso, Brida y Pereyra (2009). Turismo y crecimiento económico: Un análisis empírico de Colombia, Estudios y perspectivas de turismo, Vol 18, pp. 21-35.
Sui, J. J., & Baloglu, S. (2003). The role of emotional commitment in relationship marketing: an empirical investigation of loyalty models for casinos, Journal of Hospitality & Tourism Research
Suki W.K., Y.H. Chow, T. Wong, and K.P. Leung (2003). In What Ways Can Customer Relationship Management Be Further Improved? Scrutinizing the Antecedents and Consequences of Information Sharing, Academy of Business & Administrative Sciences 2003 International Conferences, Brussels, Belgium.
Thorsten Hennig-Thurau, Kevin P. Gwinner, Dwayne D. Gremler, Michael Paul (2005), Managing Service Relationships In A Global Economy: Exploring The Impact Of National Culture On The Relevance Of Customer Relational Benefits For Gaining Loyal Customers, in K. de Ruyter and P. Pauwels (ed.) Research on International Service Marketing: A state of the Art (Advances in International Marketing, Volume 15), Emerald Group Publishing Limited.
Tsaur, S., Chiu, Y. y Huang, C. (2002). Determinantes de la lealtad de los huéspedes en los hoteles internacionales - un enfoque de redes neuronales, Tourism Management 23, pp. 397- 405.
Universidad Santo Tomas Seccional Tunja (2008). Estudio Productividad y Competitividad de las Empresas del Sector Turismo en Boyacá.
Valle, P., Silva, J., Mendes, J., & Guerio, M. (2006). Tourist satisfaction and destination loyalty intentions. International Journal of Business Sciences and Applied Management, 1(1), pp. 25-44.
Vásquez-Párraga, A., Alonso, S. (2000). Antecedentes de la lealtad del consumidor para una intención estratégica, American Marketing Association.
World Economic Forum (2011). The Travel & Tourism Competitiveness Report 2011 (J. Blanke, & T. Chiesa, Edits.), Geneva, Switzerland.
Wu, C.H-J. and Liang, R.-D. (2009). "Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants", International Journal of Hospitality Management, Vol. 28, pp. 586-93.
Yacout (2010). Service Quality, Relational Benefits, and Customer Loyalty in a Non-Western Context, SAM Advanced Management Journal.
Yacout, O. (2010). Service Quality, Relational
Benefits, and Customer Loyalty in a NonWestern Context, Society for the Advancement of Management , pp. 4-22.
Yavas, U. and Babakus, E. (2005). "Dimensions of hotel choice criteria: congruence between business and leisure travellers", Hospitality Management, Vol. 24, pp. 359-367.
Yen-Lun, A. (2004). Customer satisfaction measurement practice in Taiwan hotels, International Journal of Hospitality Management, 23, pp. 397-340.
Yuksel, A., Yuksel, F., Bilim, Y. (2010). Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty, Tourism Management, 31, pp. 274-284.
Zamora, J., León, A., Andrades, I. (2007). Percepción de la calidad de los servicios proporcionados en una reserva nacional:
el caso del Radal Siete Tazas, Revista Interamericana de Ambiente y Turismo.
Zamora, J., Vásquez, A., Morales, F. y Cisternas, C. (2004). Proceso de formación de la lealtad del huésped, teoría y prueba empírica. Estudios y perspectiva de turismo, Estudios en turismo Argentina.
Zeithaml, Parasuraman y Berry (1993). Calidad total en la gestión de servicios: cómo lograr el equilibrio entre las percepciones y las expectativas de los consumidores, Madrid, Ed. Díaz de Santos.
Descargas
Publicado
2018-01-22
Número
Sección
Artículos
Cómo citar
Revisión conceptual de la lealtad en servicios hoteleros. (2018). Criterio Libre, 9(14), 181-202. https://doi.org/10.18041/1900-0642/criteriolibre.2011v9n14.1236
