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The use of customer-centric philosophy in hotels to improve customer loyalty

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The use of customer-centric philosophy in hotels to improve customer loyalty

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dc.contributor.author Palacios Marqués, Daniel es_ES
dc.contributor.author Guijarro, María es_ES
dc.contributor.author Carrilero, Agustín es_ES
dc.date.accessioned 2017-06-15T13:21:52Z
dc.date.available 2017-06-15T13:21:52Z
dc.date.issued 2016
dc.identifier.issn 0885-8624
dc.identifier.uri http://hdl.handle.net/10251/82903
dc.description.abstract [EN] Purpose – The purpose of this paper is to study the impact the quality of online and multi-channel offers have on perceived value. It is also analyzed whether customer-centric management will ensure a greater perceived value and loyalty of the customer for the hotel. The authors analyze its relationship with customer satisfaction, perceived value and switching costs related to hotels with customer-centric management. Design/methodology/approach – The sample of the paper are hotel users with Internet access. The authors have obtained 420 valid questionnaires through personal interviews. The statistical methodology used is the causal analysis, using structural equation models. Findings – The empirical results of this paper indicate that by improving the online quality offered by hotels with a personalized online service and an increased efficiency of the service, reducing information asymmetries, search and transaction time and bargaining costs, building loyalty by customization and innovation, the customer perceives more value in the service provided by hotels. Originality/value – It is analyzed empirically how the customer-centric philosophy, a key philosophy for the hotel sector, allows an effective differentiation, greater customer loyalty and, therefore, an increased profitability of the company. es_ES
dc.description.sponsorship The authors also gratefully acknowledge the support from the Spanish Ministry of Economy and Competitiveness (DER2012-39223-C02-02)
dc.language Inglés es_ES
dc.publisher Emerald es_ES
dc.relation MINECO/DER2012-39223-C02-02 es_ES
dc.relation.ispartof Journal of Business and Industrial Marketing es_ES
dc.rights Reserva de todos los derechos es_ES
dc.subject Information management es_ES
dc.subject Communication technologies es_ES
dc.subject.classification ORGANIZACION DE EMPRESAS es_ES
dc.title The use of customer-centric philosophy in hotels to improve customer loyalty es_ES
dc.type Artículo es_ES
dc.identifier.doi 10.1108/JBIM-05-2013-0110
dc.rights.accessRights Cerrado es_ES
dc.contributor.affiliation Universitat Politècnica de València. Departamento de Organización de Empresas - Departament d'Organització d'Empreses es_ES
dc.contributor.affiliation Universitat Politècnica de València. Escuela Técnica Superior de Ingeniería del Diseño - Escola Tècnica Superior d'Enginyeria del Disseny es_ES
dc.description.bibliographicCitation Palacios Marqués, D.; Guijarro, M.; Carrilero, A. (2016). The use of customer-centric philosophy in hotels to improve customer loyalty. Journal of Business and Industrial Marketing. 31(3):339-348. doi:10.1108/JBIM-05-2013-0110 es_ES
dc.description.accrualMethod Senia es_ES
dc.relation.publisherversion http://dx.doi.org/10.1108/JBIM-05-2013-0110 es_ES
dc.description.upvformatpinicio 339 es_ES
dc.description.upvformatpfin 348 es_ES
dc.type.version info:eu repo/semantics/publishedVersion es_ES
dc.description.volume 31 es_ES
dc.description.issue 3 es_ES
dc.relation.senia 312373 es_ES
dc.identifier.eissn 2052-1189
dc.contributor.funder Ministerio de Economía y Competitividad (MINECO)


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