The Relational Benefits and the Quality of Services in Tourism

• Autorzy: Juan Jose Blazquez-Resino , Edyta Gołąb-Andrzejak

Warianty tytułu

Korzyści relacyjne i jakość usług turystycznych

• Języki publikacji: EN

Abstrakty

EN

In a very competitive environment, it is highly important to identify the indicators that exert a major influence on customer satisfaction and loyalty. Based on the current relationship marketing concept of relational benefits (Gwinner, Gremler, Bitner, 1998; Hennig-Thurau, Gwinner, Gremler, 2002) and destination quality (Blazquez-Resino, Molina, Esteban-Talaya, 2015), a conceptual model was built. The present paper aims to analyse empirically the model that reflects three different types of relational benefits perceived by tourists as well as the benefits obtained by the tourist destination in term of satisfaction and loyalty. This study tries to identify whether relational benefits have a more important effect on satisfaction and loyalty than quality. As a result, we observe the role of relational benefits as an antecedent of customer satisfaction and the effect of the latter on tourist loyalty. (original abstract)

W bardzo konkurencyjnym otoczeniu niezwykle istotne jest zidentyfikowanie czynników mających zasadnicze znaczenie dla zadowolenia klienta i lojalności. Opierając się na istniejącej koncepcji marketingu relacji i korzyściach relacyjnych (Gwinner, Gremler, Bitner 1998, Hennig-Thurau, Gwinner, Gremler 2002) oraz jakości miejsca docelowego (Blazquez-Resino, Molina, Esteban-Talaya 2015), został opracowany model koncepcyjny. Niniejszy artykuł ma na celu empiryczną analizę modelu odzwierciedlającego trzy różne rodzaje korzyści relacyjnych postrzeganych przez turystów oraz korzyści osiągnięte przez turystę wyrażane w satysfakcji i lojalności. Niniejsze opracowanie stanowi próbę zidentyfikowania, czy korzyści relacyjne mają większy wpływ na satysfakcję i lojalność niż jakość. Jako rezultaty obserwujemy rolę korzyści relacyjnych jako czynnika poprzedzającego satysfakcję klienta, której efektem jest lojalność turysty. (abstrakt oryginalny)

Słowa kluczowe

EN

Tourism services; Quality of tourist services; Customer satisfaction; Customer loyalty

PL

Usługi turystyczne; Jakość usług turystycznych; Satysfakcja klienta; Lojalność klientów

• Czasopismo: Handel Wewnętrzny
• Rocznik: 2017
• Numer: nr 6
• Strony: 18--30

Twórcy

autor

Juan Jose Blazquez-Resino

• University of Castilla - La Mancha - Talavera de la Reina

autor

Edyta Gołąb-Andrzejak

• Politechnika Gdańska

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