Satisfacción, lealtad y compromiso en entornos on-line

• Autores: Alberto Prado Román, Alicia Blanco González , Carmelo Mercado Idoeta
• Localización: Esic market, ISSN 0212-1867, Nº 145, 2013, págs. 167-190
• Idioma: español
• DOI: 10.7200/esicm.145.0442.4
• Títulos paralelos:
  • Customer satisfaction, loyalty, and commitment in online markets
• Enlaces
  • Texto completo  1 (pdf)   2  
• Dialnet Métricas: 1 Cita
• Referencias bibliográficas
  • Abdul-Muhmin, A.G., 2005, “Instrumental and Interpersonal Determinants of Relationship Satisfaction and Commitment in Industrial Markets”....
  • AIMC, 2011, Thirteenth survey AIMC to Internet users. Available at http://www.aimc.es
  • Alén, E. and Fraiz, J.A., 2005, “Calidad de Servicio y Satisfacción, ¿Antecedente o Consecuente? Su Evaluación en el Ámbito del Turismo Termal”....
  • Anderson, E. and Weitz, B., 1992, “The Use of Pledges to Build and Sustain Commitment in Distribution Channels”. Journal of Marketing Research,...
  • Bansal, H.S., Irving, P.G., Taylor, S.F., 2004, “A Three-component Model of Customer Commitment to Service Providers”. Journal of the Academy...
  • Barroso, C., Martín, E., Martín, D., 2004, “The Influence of Employee Organizational Citizenship Behavior on Customer Loyalty”. International...
  • Bauer, H.H., Falk, T., Hammerschmidt, M., 2006, “eTransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online...
  • Bitner, M.J. and Hubert, A.R., 1994, “Encounter Satisfaction versus Overall Satisfaction versus Quality”. En Rust, R.T. and Oliver, R.L. (eds),...
  • Bloemer, J. and De Ruyter, K., 1998, “On the Relationship between Store Image, Store Satisfaction and Store Loyalty”. European Journal of...
  • Brady, M.K. and Robertson, C.J., 2001, “Searching for a Consensus on the Antecedent Role of Service Quality and Satisfaction: An Exploratory...
  • Castañeda, J.A., 2005, El Comportamiento del Usuario de Internet: Análisis de los Antecedentes y Consecuencias de la Fidelidad. Tesis Doctoral....
  • Chiu, D.K.W., Leung, H.F., Lam, K.M., 2009, “On the Making of Service Recommendations; An Action Theory Based on Utility, Reputation, and...
  • Choi, K.S., Cho, W.H., Lee, S., Lee, H., Kim, C., 2004, “The Relationships among Quality, Value, Satisfaction, and Behavioral Intention in...
  • Collier, J.E. and Bienstock, C.C., 2006, “Measuring Service Quality in E-Retailing”, Journal of Service Research. Vol. 8, Núm. 3, pp. 260-275.
  • Cox, J. and Dale, B.G., 2001, “Service Quality and e-Commerce: An Exploratory Analysis”. Managing Service Quality. Vol. 11, No. 2, pp. 121-131.
  • Cronin, J.J., Brady, M.K., Hult, G.T.M., 2000, “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral...
  • Cronin, J.J. and Taylor, S.A., 1992, “Measuring Service Quality: A Re–Examination and Extension”. Journal of Marketing, Vol.56, Núm. July,...
  • Currás-Pérez, R. and Sánchez-García, I., 2012, “Satisfaction and Loyalty to a Website: The Moderating Effect of Perceived Risk”. Esic Market...
  • Dabholkar, P.A., 2000, Technology in Service Delivery: Implications for Self-Service and Service E-Support. Handbook of Service Marketing...
  • Dabholkar, P.A., Shepherd, D., Thorpe, D.L., 2000, “A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual...
  • Danaher, P.T., Wilson, I.W., Davis, R.A., 2003, “A Comparison of Online and Offline Consumer Brand Loyalty”. Marketing Science, Vol. 22, Núm.4,...
  • Flavián Blanco, C., Gurrea Sarasa, R., Orús Sanclemente, C., 2011, “Gender differences regarding the product’s online visual representation:...
  • Flores Zamora, J. and García-Madariaga Miranda, J., 2012, “Identification and measurement of opinion leadership, satisfaction and loyalty...
  • Ganesan, S., 1994, “Determinants of Long-term Orientation in Buyer-Seller Relationship”. Journal of Marketing, Vol. 58, pp. 1-19.
  • Getty, J.M. and Thompson, K.N., 1994, “The Relationship between Quality, Satisfaction, and Recommending Behavior in Lodging Decisions”. Journal...
  • Gotlieb J.B., Grewal D., Brown S.W., 1994, “Consumer Satisfaction and Perceived Quality: Complementary or Divergent Constructs?”. Journal...
  • Gounaris, S., 2005, “Measuring Service Quality in b2b Services: An Evaluation of the SERVQUAL Scale vis-à-vis”. Journal of Services Marketing,...
  • Gremler, D.D. and Brown, S.W., 1996, “Service Loyalty; Its Nature, Importance and Implications”. En Edvardsson B.; Brown, S. W.; Johnston,...
  • Grönroos, C., 2000, “Relationship Marketing: Interaction, Dialogue and Value”. Revista Europea de Dirección y Economía de la Empresa, Vol....
  • Harris, L.C. and Goode, M.M.H., 2004, “The Four Levels of Loyalty and the Pivotal Role of Trust: A Study of Online Service Dynamics”. Journal...
  • Heim, G. R. and Sinha, K. K., 2005, “Service Product Configurations in Electronic Business-to-Consumer Operations a Taxonomic Analysis y Electronic...
  • Hennig-Thurau, T., Gwinner, K.P., Gremler, D.D., 2002, “Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits...
  • Ho, C. and Lee, Y., 2007, “The Development of an E-Travel Service Quality Scale”. Tourism Management, Vol. 28, pp. 1434–1449.
  • Holloway, B.B. and Beatty, S.E., 2003, “Service Failure in Online Retailing”. Journal of Service Research, Vol. 6, Núm. 1, pp. 92-105.
  • Hsu, C.L., Liu, C.C., Lee, Y.D., 2010, “Effect of Commitment and Trust Towards Micro-blogs on Consumer Behavioral Intention: A Relationship...
  • Jacoby, J. and Chestnut, R.W., 1978, Brand Loyalty Measurement and Management. John Wiley & Sons, New York.
  • Kim, W.G. and Lee, H.Y., 2004, “Comparison of Web Service Quality between Online Travel Agencies and Online Travel Suppliers”. Journal of...
  • Laczniak, R.N., Decarlo, T.E., Ramaswami, S.H., 2001, “Consumers’ responses to negative word-of-mouth communication: an attribution theory...
  • Li, H., Liu, Y., Suomi, R., 2009, “Measurement of e-Service Quality: An Empirical Study on Online Travel Service”. 17th European Conference...
  • Loiacono, E.T., Watson, R.T., Hoodhue, D.L., 2002, “WEBQUAL: Measure of Web Site Quality”. Marketing Educators Conference: Marketing Theory...
  • Madu, C.N. and Madu, A.A., 2002, “Dimensions of e-Quality”. International Journal of Quality & Reliability Management, Vol. 19, Núm. 3,...
  • Marzo-Navarro, M., Pedraja-Iglesias, M., Rivera-Torres, M.P., 2004, “The Benefits of Relationship Marketing for the Consumer and for the Fashion...
  • McAlexander J.H., Kaldenberg, D.O., Koenig, H.F., 1994, “Service quality Measurement”. Journal of Health Care, Vol. 14, Núm. 3, pp. 34–9.
  • Meuter, M. L., Bitner, M.J., Ostrom, A.L., Brown, S.W., 2005, “Choosing Among Alternative Service Delivery Modes: An Investigation of Customer...
  • Meuter, M.L., Ostrom, A.L., Rountree, R.I., Bitner; M.J., 2000, “Self-service Technologies: Understanding Customer Satisfaction with Technology-Based...
  • Moliner Velázquez, B. and Fuentes Blasco, M., 2012, “Why do restaurant customers engage in negative word-of-mouth?”. Esic Market Economics...
  • Moorman, C., Deshpandé. R., Zaltman, G., 1993, “Factors Affecting Trust in Market Research Relationships”. Journal of Marketing, Vol. 57,...
  • Morgan, R.M. and Hunt. S.D., 1994, “The Commitment-Trust Theory of Relationship Marketing”. Journal of Marketing, Vol. 58, July, pp. 20-38.
  • Oliver, R.L., 1999, “Whence consumer loyalty”. Journal of Marketing, Vol. 63, pp. 33-44.
  • Olorunniwo, F., Hsu, M.K., Udo, G.J., 2006, “Service Quality, Customer Satisfaction, and Behavioral Intentions in the Service Factory”. Journal...
  • Olsen, S.O., Wilcox, J., Olsson, U., 2005, “Consequences of Ambivalence on Satisfaction and Loyalty”. Psychology & Marketing, Vol. 22,...
  • ONTSI, 2010, Estudio sobre Comercio Electrónico B2C 2010. Disponible en http://www.ontsi.red.es/hogares-ciudadanos/articles/id/4877/estudio-b2c2010.html
  • Padgett, D. and Mulvey, M.S., 2007, “Differentiation Via Technology: Strategic Positioning of Services Following the Introduction of Disruptive...
  • Parasuraman, A., Berry, L.L., Zeithaml, V.A., 1991, “Refinement and Reassessment of the SERVQUAL Scale”. Journal of Retailing, Vol. 67, pp....
  • Parasuraman, A. and Grewal, D., 2000, “Serving Customers and Consumers Effectively in the Twenty-First Century: A Conceptual Framework and...
  • Parasuraman, A., Zeithaml, V.A., Malhotra, A, 2005, “E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality”. Journal of...
  • Park, Y.A. and Gretzel, U., 2007, “Success Factors for Destination Marketing Web Sites: A Qualitative Meta-Analysis”. Journal of Travel Research,...
  • Patterson, P.G. and Spreng, R.A., 1997, “Modeling the Relationship between Perceived Value, Satisfaction and Repurchase Intentions in a Business-Business,...
  • Raajpoot, N. A., Sharma, A., Chebat, J. C., 2009, “What generates word-of-mouth in retail contexts”. Esic Market Economics and Business Journal,...
  • Reichheld, F.F. and Schefter, P., 2000, “E-loyalty: Your Secret Weapon on the Web”. Harvard Business Review, July-August, pp. 105–113.
  • Reynolds, K.E. and Beatty, S.E., 1999, “Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing”. Journal...
  • Roest, H. and Pieters, R., 1997, “The Nomological Net of Perceived Service Quality”. The International Journal of Service Industry Management,...
  • Rust, R.T. and Oliver, R.L., 1994, “Service Quality Insights and Managerial Implications from the Frontier”. En Service Quality New Directions...
  • Sánchez-Franco, M. J., Rondán, J., Villarejo, A.F., 2007, “Calidad de relación: Una Propuesta Adecuada para Explicar y Predecir el Éxito de...
  • Selnes, F., 1993, “An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty”. European Journal of...
  • Setó, D., 2003, “La Influencia de la Calidad de Servicio, la Imagen, la Satisfacción y la Confianza en la Fidelidad del Cliente”. Revista...
  • Sharp, B. and Sharp, A., 1997, “Loyalty Programs and Their Impact on Repeat-Purchase Loyalty Patterns”. International Journal of Research...
  • Smith, A.D., 2002, “Loyalty and E-Marketing Issues: Customer Retention on the Web”. Quaterly Journal of Electronic Commerce, Vol. 3, Núm....
  • Sosa-Varela, J.C., Svensson, G., Mysen, T., 2011, “A Construct of METARELQUAL in Puerto Rican Business Relationships”, Esic Market Economics...
  • Szymanski, D.M. and Hise, R.T., 2000, “E-satisfaction: An initial Examination”. Journal of Retailing, Vol. 6, Núm. 3, pp. 309–322.
  • Taylor, S.A. and Baker, T.L., 1994, “An Assessment of the Relationship Between Service Quality and Customer Satisfaction in the Formation...
  • Wolfinbarger, M. and Gilly, M.C., 2002, “Comq: Dimensionalizing, Measuring and Predicting Quality of the E-Tail Experience”. Working Paper...
  • Wolfinbarger, M. and Gilly, M.C., 2003, “eTailQ: Dimensionalizing, Measuring and Predicting Retail Quality”. Journal of Retailing, Vol. 79,...
  • Yen, H.J.R. and Gwinner, K.P., 2003, “Internet Retail Customer Loyalty: The Mediating Role of Relational Benefits”. International Journal...
  • Yoo, B. and Donthu, N., 2001, “Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (Sitequal)”. Quarterly Journal...
  • Zeithaml, V.A., 2000, “Service Quality, Profitability and the Economic Worth of Customers: What We Know And What We Need to Learn”. Journal...
  • Zeithaml, V.A., 2002, “Service Excellence in Electronic Channels”. Managing Service Quality, Vol. 12, Núm. 3, pp. 135-8.
  • Zeithaml, V A., Berry, L.L., Parasuraman, A., 1996, “The Behavioral Consequences of Service Quality”. Journal of Marketing, 60, April, pp....
  • Zeithaml, V.A., Parasuraman, A., Malhotra, A., 2000, “A Conceptual Framework for Understanding E-Service Quality: Implications for Future...
  • Zeithaml, V.A., Parasuraman, A., Malhotra, A., 2002, “Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge”....