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Abstract
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.
Authors (2)
-
Juan Jose Blazquez-Resino PhD
- University of Castilla – La Mancha – Talavera de la Reina
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Full text
- Publication version
- Accepted or Published Version
- License
- Copyright (2017 Instytut Badań Rynku, Konsumpcji i Koniunktur)
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Details
- Category:
- Articles
- Type:
- artykuły w czasopismach recenzowanych i innych wydawnictwach ciągłych
- Published in:
-
Handel Wewnętrzny
pages 18 - 30,
ISSN: 0438-5403 - Language:
- English
- Publication year:
- 2017
- Bibliographic description:
- Blazquez-Resino J. J., Gołąb-Andrzejak E.: The Relational Benefits and the Quality of Services in Tourism// Handel Wewnętrzny. -., iss. 6(371) (2017), s.18-30
- Verified by:
- Gdańsk University of Technology
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