0000000000595101
AUTHOR
Carlos Devece
The Value of Trust for Travel Agencies in Achieving Customers' Attitudinal Loyalty
The emergence of e-commerce in the tourism sector has triggered profound changes in the sector's structure. Travel agencies, as the final link in the distribution chain, have been most affected. The globalization of tourism service distributors via the internet has caused competition to intensify and has had strong repercussions. Nevertheless, many travel agencies that also offer online services remain competitive and maintain a loyal customer base. Drawing on data from customers used to purchasing tourism services over the internet, this study analyzed changes in these customers' perceptions of the value offered by traditional travel agencies. Considering the loyalty of clients as a key el…
How to improve organisational results through knowledge management in knowledge-intensive business services
[EN] In the future, the only sustainable competitive advantage will be the creation of collective and tacit knowledge. From a strategic point of view, and also from the directive management perspective, this is the type of knowledge that adds the greatest value to an organisation. However, it has not been easy to prove that there are positive effects when investments are made in knowledge assets and firm performance. We thus study the relationship between knowledge management and both tangible and intangible organisational results (ORs). Results are tested in 122 knowledge-intensive business services, and they confirm that this relationship is direct and positive, thereby suggesting that th…
Organizational commitment and its effects on organizational citizenship behavior in a high-unemployment environment
[EN] Organizational commitment is an important concept in management and a construct on which extensive research exists. This study considers the relationship of the three dimensions of organizational commitment (affective, normative, and continuance commitment) with employees' organizational citizenship behavior in a high-unemployment environment. By analyzing the effect of high unemployment on the displacement of the self-concept from individual toward relational and collective levels, this work predicts differences in the effect of unemployment on each of the organizational-commitment dimensions. The results show that in a high-unemployment environment the affective and normative dimensi…