The objective of this paper is to decompose the process of tourist choice into two stages: taking a holiday and tourism expenditures, using the Heckit model, which avoids the problems of the methodologies applied to date. We propose hypotheses on the effect on the above decisions of tourist...

This paper assumes that the decision to go on holiday and the length of stay are non independent, thus the objective of this paper is to propose a two-stage tourist choice process: going on holiday and length of stay. To do this, we rely on the Random-Parameter Logit Model, which accounts for...

The analysis of tourist destination choice, defined by intra-country administrative units and by product types "coastal/inland and village/city", permits the characterisation of tourist flow behaviour, which is fundamental for public planning and business management. In this study, we analyse...

This article focuses on the impact of third-party complaints on firm performance. We propose two research hypotheses, which are developed from the literature of dissatisfaction, emotions, and economics. The methodology is based on an event study to estimate variation in firm share returns in the...

Research has shown that more than half of attempted recovery efforts only reinforce dissatisfaction, producing a ‘double deviation’ effect. Surprisingly, these double deviation effects have received little attention in service marketing literature. Yet no study has specifically investigated...

The main objective of this work is to propose an oligopolistic competition model thatincorporates product differentiation through quality of service in the Spanish bank loansmarket. This model allows us to detect the competitive behavior patterns in terms of the outputof all the financial...

In the advent of Customer Relationship Management, a more accurate profile of the consumer is needed. The objective of this paper is to show the usefulness of knowing consumer¿s complete utility function through his/her marginal utilities. This approach allows one to form groups of individuals...

Research has shown that more than half of attempted recovery efforts fail, producing a "double deviation" effect. Surprisingly, these double deviation effects have received little attention in marketing literature. This paper examines what happens after these critical encounters, which behavior...

The main objective of this paper is twofold: on the one hand, to analyse the impact that the announcement of the opening of a new hotel has on the performance of its chain by carrying out an event study, and on the other hand, to compare the results of two different approaches to this method: a...

The aim of this study consists of proposing a sequential and hierarchical decision-making process of tourists divided into four stages: 1) going on holiday (or not); 2) choosing a national of international trip; 3) choosing a specific geographical area; and 4) choosing a type of trip...