Artículo
Impact of the perceived importance of a hotels's corporate responsibility on tourists' complaints behaviour
Autor/es | Palacios Florencio, Beatriz
Revilla Camacho, María Ángeles Cossío Silva, Francisco José |
Departamento | Universidad de Sevilla. Departamento de Administración de Empresas y Comercialización e Investigación de Mercados (Marketing) |
Fecha de publicación | 2015 |
Fecha de depósito | 2019-03-01 |
Resumen | This work is centred on the study of the Corporate Responsibility (CR) of hotel firms
and its influence on tourists’ complaints behaviour. The methodology of the empirical
study, carried out ... This work is centred on the study of the Corporate Responsibility (CR) of hotel firms and its influence on tourists’ complaints behaviour. The methodology of the empirical study, carried out among 629 customers lodging in hotels in the city of Seville, is based on structural equations modelling (PLS). The results obtained show that there is a significant relation between the perceived importance of CR and the tendency to complain. The latter also significantly affects the number of complaints a person files. Likewise, a significant and negative effect of the tourists’ satisfaction on the complaints filed is noted. The main contributions stem from a better knowledge about the antecedents of complaints behav - iour. This comes from having incorporated the variable of the importance of CR, which has not been studied before. On the other hand, the work means to offer a contribution to the field of CR research as, despite the growing interest in the topic, the effects of this construct on customers still remain little known. |
Cita | Palacios Florencio, B., Revilla Camacho, M.Á. y Cossío Silva, F.J. (2015). Impact of the perceived importance of a hotels's corporate responsibility on tourists' complaints behaviour. Esic market, 151, 299-350. |
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