Emotions are crucial to explaining consumer behavior. Following an in-depth review of the literature, we identified three types of emotional stimuli affecting consumers: emotions produced by the item being purchased, emotions related to various aspects of the evaluation process, and emotions stemming from factors unrelated to the purchase itself. Previous studies have identified two approaches to analyzing emotions, namely, a categorical approach, which looks at basic emotions, and a dimensional one, which studies the dimensions of the emotions. Although these approaches are thought to be complementary, very few studies have been conducted on the subject, and none have specifically examined it in the context of the tourism industry. We have thus conducted a detailed and empirical study measuring the basic emotions and emotional dimensions elicited by hotels in 841 tourists. We demonstrate the existence of differences in both basic emotions and emotional dimensions among tourists and the additional benefit of using both approaches to study them. The results of this research will facilitate the design of appropriate marketing strategies, thereby helping hospitality managers adapt to the different established tourism segments defined by emotions.
Literature reveals the growing interest among researchers [Verdú, A., Lloréns, F. J., & Fuentes, M. (2004). Measuring perceptions of quality in food products: The case of red wine. Food Quality and Preference, 15 (5), 453-469.;Rundle-Thiele, S. (2005). Elaborating customer loyalty: Exploring loyalty to wine retailers. Journal of Retailing and Consumer Services, 12(5), 333-344.] to understand the elements involved in the formation of customer satisfaction and loyalty in the consumption of Designation of Origin wines. This study is based on the pan-European Customer Satisfaction Index and develops a model of causal relationships using the covariance-based approach (AMOS 19) in order to determine the relationships existing between the variables and the weight of each variable contributing to customer satisfaction. In this paper, the model was applied to study the satisfaction of 398 consumers of Qualified Designation of Origin Rioja wine (Spain). The results show consumer satisfaction with this Designation of Origin wine is very high and it fulfils their expectations, with higher satisfaction values than those obtained for other Designation of Origin wines, revealing inter-relationships with image, expectations, perceived quality, value and loyalty. The results of this study may be useful for winery managers since they will allow them to value their current position in the market.
En la actualidad, la preocupación por la calidad en la educación universitaria es elevada. De hecho, todas las Universidades se centran en el énfasis en los estudiantes y en la satisfacción de sus necesidades, ya que hay factores del entorno que así lo exigen. Hay un estancamiento en la entrada de alumnos y una cierta competencia por captar nuevos estudiantes. En este trabajo se pretende analizar las expectativas de satisfacción de los estudiantes con sus titulaciones y conocer lo que esperan dela Universidady, más concretamente, de la titulación en la que se han matriculado, siendo uno de los objetivos el conocer las competencias genéricas que demandan ala Universidady las competencias más específicas por Facultades y Titulaciones.
Nowadays, the difficulties of the Governments to maintain the Welfare Systems have promoted the private management in the welfare services sector. The Third Sector organizations, as welfare services suppliers, have to adapt to the changing social demands and try to encourage their participation in the system configuration but being able to demonstrate the efficiency with which they operate. Faced with this challenge, Quality Management Systems offer an opportunity for the Third Sector Organizations, although with some reluctance due to the industrial origin of the model. The main aim of this work is to study the implementation process of a Total Quality Management system in the Third Social Sector organizations. Our research has been done through the analysis of multiple cases, selecting four organizations in different stages of quality management implementation. The data analysis was done using qualitative analysis software ATLAS.ti and for the evaluation of each case was done following the EFQM assessment system software to analyze the different elements of the model enablers. The main results are the relevant meaning of alliance development, the user focus as well as the person focus, elements system which the organizations consider as key issues. This research work shows the process for four organizations but suggest the necessity to research deeply about relationship among the enablers as well as a causal analysis as future lines.
El objetivo de este trabajo es analizar los motivos que llevan a las bodegas familiares de Rioja (España) a implantar un proceso de internacionalización. Del mismo modo, se estudian aquellos factores relacionados con la dotación de recursos intangibles de estas empresas que pueden ser la fuente de la ventaja competitiva de la compañía en el mercado de destino o, de otro lado, dificultar y limitar su estrategia internacional. El estudio empírico se ha realizado sobre un total de veinte empresas pertenecientes a la Asociación de Bodegas Familiares de Rioja. En concreto, se ha realizado entrevistas en profundidad a directivos familiares y no familiares de estas bodegas, relacionadas con los objetivos de investigación aquí planteados. Los resultados muestran que aquellas empresas con “un mayor carácter familiar” presentan un compromiso internacional menor medido a partir del porcentaje de ventas en el extranjero. Además, existen entre las compañías diferentes argumentos a la hora de justificar su internacionalización y la dotación de recursos intangibles para afrontar la también presenta determinadas diferencias
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