Fonte: Cuadernos de Turismo; No. 36 (2015): Julio-Diciembre; 295-313
Palavras-chave:
Resumo: In order to make evidence the social dimension of satisfaction process, we propose a causal model where satisfaction and value are central constructs, with two antecedents (service quality and social value) and two consequences in the form of loyalty (electronic word-of-mouth and global word-of-mouth). The model is contrasted between 386 Spanish hotel guests and confirms the effect of social variables, social value and word-of-mouth, on loyalty process. Important implications for management and future developments for academic research are presented.
