Search results for "Consumidor"
showing 10 items of 102 documents
La influencia de la calidad del servicio logístico, la intensidad y el valor de compra omnicanal sobre la satisfacción y lealtad del consumidor
2018
El consumidor omnicanal ya no ve al canal de compra online como una parte separada de la organización y demanda la compra y el envío del pedido desde cualquier parte. La omnicanalidad tiene su enfoque en una aproximación integral y verdadera a lo largo de toda la operación de distribución, proporcionando una respuesta continua y sin interrupciones a la experiencia del consumidor a través de todos los canales de compra disponibles (Wilding, 2013; Saghiri, 2017). Desde que la irrupción tecnológica permitió el acceso masivo de las organizaciones a los consumidores a través de múltiples canales de compra, la calidad del servicio logístico se ha formulado como un aspecto clave en la evolución de…
Application of geomarketing to coastal tourism areas
2019
Geomarketing allows geographic units to be defined with a certain degree of homogeneity in terms of tourist preferences, behaviours, needs, expectations, buying and consumption patterns, and analogous attitudes. The result is a “territorial segmentation” of the demand in accordance with the geographic characteristics of tourism areas. The objective of this work is to analyse the strengths and weaknesses of applying geomarketing to the territorial segmentation of demand in coastal tourism areas. An empirical analysis of hotels specialising in family tourism in tourist accommodation establishments in Costa Adeje (Spain) is presented. The main conclusion is that the tourist accommodation varia…
Comportamiento del Consumidor y Comunicación Boca a Oído en el Comercio Móvil. Propuesta de un modelo aplicado al sector Moda
2018
En esta Tesis Doctoral se aborda el estudio del valor percibido del consumidor, en el entorno de la compra móvil, analizando sus antecedentes, y consecuencias relacionales (recompra y recomendación), e integrando distintas disciplinas y marcos teóricos (marketing de permiso, modelos explicativos de actitudes, motivaciones del consumidor, variables de marketing relacional y emociones), todo ello siguiendo la racionalidad planteada por el modelo Estímulo-Organismo-Respuesta. La principal contribución esperada de esta investigación es la propuesta de un modelo conceptual, en el entorno de la compra móvil, que permita completar las propuestas realizadas en la literatura específica sobre valor p…
Involving Customers through Co-Creation
2017
In an increasingly competitive market environment, companies across different sectors are being pushed to develop new strategies and marketing approaches in order to better promote and engage customers with their products and services. By increasing customers' involvement, companies can improve their marketing results, which may positively relate to their accounting results. In this context, one of the most important approaches is based on promoting consumer involvement with products and services. This involvement can be increased through co-creation design. Co-creation processes are gaining momentum as a customer involvement tool that has important implications for brands including brand c…
The Role of Individual-Media Relationship and Consumer Personal Factors on Spanish Teenagers' Mobile Social Networking Sites Usage
2014
Social Networking Sites (SNS) are gaining momentum as powerful tools of marketing communications. Mobile phones are becoming one of the most popular devices for accessing Social Networking Sites. In Spain, 44% of Social Networking Sites users access these sites on a daily basis while 79% of them access these sites on a weekly basis. Furthermore, it is notable that over 70% of Social Networking Sites users talk about and recommend commercial brands. This justifies the interest of the study of Social Networking Sites users from a marketing perspective. The aim of this research is to assess the influence of consumers` personal factors (attitude, innovativeness and gender) and individual-media …
IMPLICACIONES DEL USO DE BUSCADORES EN EL COMPORTAMIENTO DE COMPRA ONLINE
2009
RESUMENEl objetivo del presente trabajo es analizar los factores que influyen en el uso de buscadores y su incidencia en el comportamiento de compra en Internet. El análisis de resultados obtenidos a partir de una muestra representativa de 485 compradores por Internet españoles, pone de manifiesto que los consumidores que consideran la comodidad, reducciones de precio y amplitud de surtido como motivaciones relevantes para realizar compras online presentan una mayor predisposición al uso de buscadores en la realización de sus compras virtuales. La experiencia como internauta y como comprador en Internet son factores que influyen negativamente en el uso de buscadores para la realización de c…
The role of the store in managing postpurchase complaints for omnichannel shoppers
2020
Abstract This paper focuses on postpurchase complaint behavior to understand under which conditions omnichannel shoppers choose to complain at the physical store instead of doing it through online channels. Using fuzzy-set Qualitative Comparative Analysis (fsQCA), we find that four different combinations of situational, channel-related, and individual variables lead to complaining at the store. The motivation of seeking redress together with assertiveness and high dissatisfaction, play an essential role in the choice of complaint channel. The channel of purchase is not determinant for the choice of the store to complain. These findings have implications in terms of redefining the role of th…
Effect of price increases on future intentions of sport consumers
2014
This work analyzes the relationships between perceived value, satisfaction and future intentions among users of a public sport service who experience a price increase in the service they receive. A self-administered survey provides data from two samples (before and after the service price increase). After confirming the reliability and validity of the measures, hierarchical multiple regression provides the means for analyzing the data. The results show that the increase in the service price worsens the perception of service performance. As expected, satisfaction, perceived value and future intentions decrease following an increase in the service price. Perceived value also serves as a more …
Predicting future intentions of basketball spectators using SEM and fsQCA
2016
This study analyzes relationships among service quality, perceived value, satisfaction, emotions, and future intentions of spectators of a professional basketball competition using a sample of 429 basketball spectators of a premier division in Spain. The results from structural equation modeling support the hypotheses, except for the effect of emotions and match result on future intentions. The results from fuzzy-set qualitative comparative analysis (fsQCA) with the same data set show that none of the variables are necessary conditions for positive future intentions of spectators. However, seven combinations of these variables are sufficient conditions for explaining positive future intenti…
Spectator emotions: Effects on quality, satisfaction, value, and future intentions
2015
There is a great interest from the academic and professional fields to know the performance of sports enterprises from the point of view of the user and the sport spectators. This study analyzes relationships between service quality, perceived value, satisfaction, future intentions, and emotions of spectators of a professional basketball competition. A self-report survey yields data for 493 spectators. After confirming reliability and validity of the data collection measures, an application of structural equation modeling to empirical data tests the model. Results show that (1) service quality predicts spectators' satisfaction and perceived value, and that perceived value and satisfaction a…