dc.creator | Palacios Florencio, Beatriz | es |
dc.creator | Revilla Camacho, María Ángeles | es |
dc.creator | Cossío Silva, Francisco José | es |
dc.date.accessioned | 2019-03-01T07:47:19Z | |
dc.date.available | 2019-03-01T07:47:19Z | |
dc.date.issued | 2015 | |
dc.identifier.citation | 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. | |
dc.identifier.issn | 0212-1867 | es |
dc.identifier.uri | https://hdl.handle.net/11441/83631 | |
dc.description.abstract | 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. | es |
dc.format | application/pdf | es |
dc.language.iso | eng | es |
dc.publisher | Escuela Superior de Gestión Comercial y Marketing, ESIC | es |
dc.rights | Attribution-NonCommercial-NoDerivatives 4.0 Internacional | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | * |
dc.subject | Corporate responsibility | es |
dc.subject | Complaints behaviour | es |
dc.subject | Satisfaction | es |
dc.subject | Hotels | es |
dc.subject | PLS | es |
dc.title | Impact of the perceived importance of a hotels's corporate responsibility on tourists' complaints behaviour | es |
dc.type | info:eu-repo/semantics/article | es |
dcterms.identifier | https://ror.org/03yxnpp24 | |
dc.type.version | info:eu-repo/semantics/publishedVersion | es |
dc.rights.accessRights | info:eu-repo/semantics/openAccess | es |
dc.contributor.affiliation | Universidad de Sevilla. Departamento de Administración de Empresas y Comercialización e Investigación de Mercados (Marketing) | es |
dc.identifier.doi | 10.7200/esicm.151.0462.2i | es |
idus.format.extent | 51 | es |
dc.journaltitle | Esic market | es |
dc.publication.issue | 151 | es |
dc.publication.initialPage | 299 | es |
dc.publication.endPage | 350 | es |