Previous research has shown that trust plays a key role in the development of stable relationships between a service provider and its customers, and many authors have devoted considerable attention to identifying its antecedents and consequences. The aim of this study is to investigate these...

[ES] A lo largo de la última década, se ha originado un importante debate acerca de lo que debe entenderse por valor de marca. En la delimitación de este concepto se han utilizado varias perspectivas de análisis y criterios de estimación muy diferentes, de ahí que aún exista sobre este...

In the marketing literature, there is a great interest in learning how companies should behave after a service failure. From this perspective, different service recovery strategies have been proposed. This experimental study of the airline industry deals with this topic, indicating the benefits...

The aim of this paper is to explore the relationship between customers' negative emotions after a failure, their cognitive evaluations of the recovery process, and the overall or cumulative satisfaction in a service context. Two different constructs measure a customer's cognitive evaluations of...

This study examines the relationship between perceived justice, emotions, and satisfaction during service recovery (SR). The current research work proposes a model analyzing the direct effects of justice on satisfaction, along with its indirect effects, via emotions. A field study that captures...

Este trabajo analiza la calidad de e-servicio de portales web B2C en el sector de textil y moda en España, tanto en términos de calidad utilitaria como hedónica. Una vez validado un modelo de calidad de e-servicio, se investigan las estrategias de percepción y posicionamiento de seis...

La literatura existente sobre los efectos de las bluelaws (regulación de horarios comerciales) es sin duda significativa, si bien los resultados son muy variados y poco concluyentes. Este trabajo propone incorporar nuevas variables que influyen en esta regulación, tanto de tipo competitivo...

La investigación sobre relaciones fabricante-distribuidor se ha centrado en los últimos años en la importancia de la colaboración. Nuestro principal objetivo es estudiar los efectos de los mecanismos de gobierno de la relación fabricante-distribuidor sobre la propensión del distribuidor a...

An important issue was raised for discussion trough the last decade regarding the meaning of brand equity. Different forms of analysis and estimation criteria have been applied, and that is the reason for the current ambiguity on its meaning. In this article, we present a theoretical frame were...