[ES] A lo largo de la última década, se ha originado un importante debate acerca de lo que
debe entenderse por valor de marca. En la delimitación de este concepto se han utilizado …

La forma de hacer negocios en la industria turística ha cambiado dramáticamente debido al
desarrollo de las tecnologías de la información. El negocio de las reservas online en el …

This study examines the relationship between perceived justice, emotions, and satisfaction
during service recovery (SR). The current research work proposes a model analyzing the …

Despite the growing body of literature acknowledging that strong brands are crucial for firms'
long-term competitiveness, little research examines how firms should manage their brands …

This study has two main objectives: (a) to examine the relative impacts of positive and
negative word of mouth (PWOM and NWOM) on the shift in the receiver's brand purchase …

The current article attempts to extend previous research by testing the effects of customer
satisfaction and 2 types of switching barriers—negative and positive—on key manifestations of …

The conceptual model developed in this paper for the airline industry examines the
relationship between quality of past service performance and consumers’ responses to service …

Purpose – Appropriate management of service failures involves a complex organizational
response that allows an effective internal and external recovery, learn from mistakes and …

Un elemento clave en la satisfacción de las necesidades de los clientes industriales consiste
en determinar las dimensiones de calidad deseadas por los compradores y utilizar esta …

Hoy en día, para cualquier productor agrario, sea cual sea la actividad y el tamaño de su
negocio, resulta esencial satisfacer los deseos de los consumidores en cuanto a las …