Análisis sobre la reputación de marca, las emociones y la confianza como formadoras de la satisfacción del turista

Referencias bibliográficas

• Aaker, D.A.. (1996). Construir marcas poderosas. Ediciones Gestión. Barcelona.
• Agarwal, J., Malhotra, N. K.. (2005). An integrated model of attitude and affect: theoretical foundation and an empirical investigation. Journal of Business Research. 58. 483-493
• Akerlof, G.A.. (1970). The market for "Lemons": Qualitative uncertainty and the market mechanism. Quaterly Journal of Economics. 86. 488-500
• Akerlof, G.A.. (2002). La macroeconomía conductual y la conducta macroeconómica. Revista Asturiana de Economía. 25. 7-47
• Bagozzi, R. P., Gopinath, M., Nyer, P.U.. (1999). The Role of Emotions in Marketing. Journal of the Academy of Marketing Science. 27. 184-206
• Bagozzi, R. P., YI, Y.. (1988). On the evaluation of structural equation models. Journal of Marketing Science. 6. 74-94
• Bagozzi, R. P.. (1997). Goal-directed behaviours in marketing: the role of emotion, volition, and motivation. Psychology and Marketing. 4. 309-313
• Barber, B.. (1983). The logic and limits of trust. Rutgers University Press. New Brunswick^eNJ NJ.
• Bart y Shankar, V., Sultan, F., Urban, G.L.. (2005). Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study. Journal of Marketing. 69. 133-153
• Bellman, S., Lohse, G. L., Johnson, E. J.. (1999). Predictors of Online Buying Behavior. Communications of the ACM 4. 12. 32-38
• Bennett, R., Gabriel, H.. (2001). Reputation, trust and supplier commitment: the case of shipping company/seaport relations. Journal of business and Industrial Marketing. 16. 424-438
• Bergen, M., Dutta, S., Walker JR., O.C.. (1992). Agency relationships in marketing: a review of the implications and applications of agency and related theories. Journal of Marketing. 56. 1-24
• Berry, L.L.. (1983). Relationship marketing. Emergin perspectives on service marketing.
• American Marketing Association. Chicago. 25-28
• (1995). Relationship Marketing of Services-Growing Interest, emerging Perspectives. Journal of the Academy of Marketing Science. 23. 236-245
• Bigné, J.E., Andreu, L.. (2004). Modelo cognitivo-afectivo de la satisfacción en servicios de ocio y turismo. Cuadernos de Economía y Dirección de la Empresa. 21. 89-120
• Bigné, J.E., Gnoth, J.. (2005). The theme park experience: an analysis of pleasure, arousal and satisfaction. Tourism Management. 26. 833-844
• Bigné, J.E., Mattila, A. S., Andreu, L.. (2008). The impact of experiential consumption cognitions and emotions on behavioral intentions. Journal of Services Marketing. 22. 303-315
• Buttle, F.. (1996). Where do we go now in relationship marketing? Relationship Marketing. Theory and Practice. Paul Chapman Publishing. London. 188-195
• Chu, W., Chu, W.. (1994). Signalling quality by selling through a reputable retailer: an example of renting the reputation of another agent. Marketing Science. 13. 177-189
• Cohen, J.B., Areni, C. S.. (1991). Affect and Consumer Behavior. Handbook of Consumer Behavior. Prentice Hall. Englewood Cliffs^eNJ NJ. 183-240
• Cristopher, M., Payne, A., Ballantyne, D.. (1991). Relationship Marketing. Oxford.
• Cronin, J. J., Brady, M. K., Hult, G.T.M.. (2000). Assessing the effects of quality, value and customer satisfaction on consumer bahavioral intentions in service environments. Journal of Retailing. 76. 193-218
• De Rojas, M., Camarero, M. C.. (2006). Experience and satisfaction of visitors to museums and cultural exhibitions. International Review on Public and Non Profit Marketing. 3. 49-65
• De Rojas, M.. (2008). Visitors' experience, mood and satisfaction in a heritage context: evidence from an interpretation center. Tourism Management. 29. 525-537
• Doney, P.M, Cannon, J.P.. (1997). An Examination of the nature of trust in buyer-seller relationships. Journal of Marketing. 61. 35
• Donovan, R.J., Rossiter, J.R.. (1982). Store atmosphere: An environmental psychology approach. Journal of Retailing. 58. 34-57
• Dwyer, F. R, Schurr, P. H., Sejo, O.H.. (1987). Developing buyer-seller relationships. Journal of Marketing. 51. 11-27
• Erdem, T., Swait, J.. (1998). Brand equity as a signalling phenomenon. Journal of Consumer Psychology. 7. 131-158
• Erdem, T., Louviere, J.. (2002). The Impact of brand credibility on consumer price sensitivity. Journal of Research in Marketing. 19. 1-19
• Evans, J., Laskin, L.. (1994). The relationship marketing process: A conceptualisation and application. Industrial Marketing Management. 23. 439-52
• Fernández, M., Martín, J. D.. (2006). La confianza y el compromiso como factores clave del éxito de las relaciones comerciales: una aplicación empírica en el sistema de franquicia. Revista Europea de Dirección y Economía de la Empresa. 15. 77-100
• Fombrun, C, Gardberg, N., Sever, J.. (2000). The Reputation Quotient: a multi-stakeholder measure of corporate reputation. Journal of Brand Management. 7. 241-255
• Frijda, N. H.. (1986). The emotions. Cambridge University Press.
• Ganesan, S.. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing. 58. 1
• Garbarino, E., Johnson, M.S.. (1999). The different roles of satisfaction, trust, and commitment in customer relationship. Journal of Marketing. 63. 70-87
• Gilpin, S. C.. (1996). Relationship Marketing. Theory and Practice. Paul Chapman Publishing. 145-158
• Goossens, C.. (2000). Tourism information and pleasure motivation. Annals of Tourism Research. 27. 301-321
• Gummesson, E.. (1996). Relationship marketing and imaginary organizations: a synthesis. European Journal of Marketing. 30. 31-44
• Hall, R.. (1993). A framework linking intangible resources and capabiliites to sustainable competitive advantage. Strategic Management Journal. 14. 607-618
• Havlena, W.J., Holbrook, M.B.. (1986). The varieties of consumption experience: comparing two typologies of emotion in consumer behavior. Journal of Consumer Research. 13. 394-404
• Hawes, J. M., Mats, K. E., Swan, J. E.. (1989). Trust earning perceptions of sellers and buyers. Journal of Personal Selling and Sales Management. 9. 1-8
• Herbig, P., Milewicz, J.. (1993). The relationship of reputation and credibility to brand success. Journal of Consumer Marketing. 10. 18-24
• Herbig, P.. (1996). Market signalling: a review. MCB University Press. 34. 35-45
• Hess, J., Story, J.. (2005). Trust-based commitment: multidimensional consumer-brand relationships. Journal of Consumer Marketing. 22. 313-322
• Ibrahim, E., Gill, J.. (2005). A positioning strategy for a tourist destination, based on analysis of customers perceptions and satisfactions. Marketing Intelligence and Planning. 23. 172-188
• Jackson, B. B.. (1985). Build customer relationships that last. Harvard Business Review. 120-128
• Kirmani, A., Wright, P.. (1989). Money talks: perceived advertising expense and expected product quality. Journal of Consumer Research. 16. 344-353
• Kozak, M.. (2001). Repeaters behaviour at two distinct destinations. Annals of Tourism Research. 28. 784-807
• Kreps, D.V., Wilson, R.. (1982). Reputation and imperfect information. Journal of Economic Theory. 27. 253-279
• Lacey, R.. (2007). Relationship drivers of customer commitment. Journal of Marketing Theory and Practice. 15. 315-333
• Lara, G.. (2006). La investigación arqueológica en Honduras: lecciones aprendidas para una futura proyección. Revista Pueblos y Fronteras Digital. 2. 1870-4115
• Lassala, C., Ruiz, C., Sanz, S.. (2010). Implicaciones de la satisfacción, confianza y lealtad en el uso de los servicios bancarios online. un análisis aplicado al mercado español. Revista Europea de Dirección y Economía de la Empresa. 19. 27-46
• Lemon, K. N., White, T. B., Winer, R. S.. (2002). Dynamic customer relationship management: incorporating future considerations into the service retention decision. Journal of Marketing. 66. 1-14
• Macintosh, G., Lockshin, L. S.. (1997). Retail relationship and store loyalty: a multi-level perspective. International Journal of Research in Marketing. l. 487-497
• Mano, H., Oliver, R. L.. (1993). Assessing the dimensionality and structure of the consumption experience: evaluation, feeling, and satisfaction. Journal of Consumer Research. 20. 451-466
• Mayer, R. C., Davis, J. H., Shoorman, F. D.. (1995). An integrative model of organizational trust. Academy of Management Review. 20. 709-734
• Mehrabian, A., Russell, J. A.. (1974). An approach to environmental psychology. MIT Press. Cambridge^eMass Mass.
• Mitchell, Wayne, Vincent. (1999). Consumer perceived risk: conceptualisations and models. European Journal of Marketing. 33. 163-195
• Moorman, C., Deshpandé, R., Zaltman, G.. (1993). Factors affecting trust in market research relationships. Journal of Marketing. 57. 81-101
• Morgan, R.M., Hunt, S. D.. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing. 58. 20-38
• Nurosis, M. J.. (1993). SPSS. Statistical data analysis. SPSS Inc.
• Obiol, E. M.. (2002). Marcas turísticas y territorio: un análisis geográfico del turismo valenciano. Cuadernos de Turismo. 9. 85-101
• Oliver, R.L.. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research. 17. 460-469
• Oliver, R.L.. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research. 20. 418-430
• Oliver, R.L.. (1997). Satisfaction: A Behavioural Perspective on the Customer. Mc-Graw Hill. New York.
• Peter, J. P., Olson, J.C.. (1999). Consumer Behavior and Marketing Strategy. 5. McGraw-Hill. New York.
• Ramírez, C.. (2006). Marketing turístico. Trillas. México.
• Real, J. E., García, R., Rodríguez, M. S., Arce, C.. (1996). Datos del estímulo único versus datos de elección preferencial en estudios sobre calidad ambiental. Psicothema. 8. 533-541
• Russell, J. A.. (1980). A circumplex model of affect. Journal of personality and Social Psychology. 39. 1161-1178
• Russell, J. A., Pratt, G.A.. (1980). A description of the affective quality attributed to environments. Journal of Personality and Social Psychology. 38. 311-322
• Ruyter, K., Wetzels, M.. (1999). Commitment in auditor-client relationships: antecedents and consequences. Accounting Organizations and Society. 24. 57-75
• San Martín, H.. (2005). Estudio de la imagen de destino turístico y el proceso global de satisfacción: adopción de un enfoque integrador.
• San Martín, H.. (2003). La relación del consumidor con las agencias de viajes. Universidad de Burgos. España.
• Sanzo, M., Santos, M., Vázquez, R., Álvarez, L.. (2003). The effect of market orientation on buyer-seller relationship satisfaction. Industrial Marketing Management. 32. 327-345
• Selnes, F.. (1998). Antecedents and consequences of trust and satisfaction in buyer-seller relationships. European Journal of Marketing. 32. 305-322
• Steenkamp, J. B., Trip., H.. (1991). The use of LISREL in validating marketing constructs. International Journal of Research in Marketing. 8. 283-299
• Stone, R. N., Manson, J. B.. (1997). Relationship management: strategic marketing's next source of competitive advantage. Journal of Marketing Theory and Practice. 8-19
• Ward, L. M., Russell, J. A.. (1981). The psychological representation of molar physical environments. Journal of Environmental Psychology. 110. 121-156
• Wetzels, M., Ruyter, K., Birgelen, M. V.. (1998). Marketing service relationships: the role of commitment. Journal of Business and Industrial Marketing. 13. 406-423
• Wirtz, J., Bateson, J. E. G.. (1999). Consumer satisfaction with services: integrating the environment perspective in services marketing into the traditional disconfirmation paradigm. Journal of Business Research. 44.
• Yüksel, A., Yüksel, F.. (2007). Shopping risk perceptions: effects on tourists emotions, satisfaction and expressed loyalty intentions. Tourism management. 28. 703-713
• Yüksel, A.. (2007). Tourist shopping habitat: effects on emotions, shopping value and behaviours. Tourism management. 28. 58-69
• Zaichkowsky, J. L.. (1985). Measuring the involvement construct. Journal of Consumer Research. 12. 341-352
• Zeithalml, V. A., Leonard, L., Berry, Parasuraman. (1996). The behavioural consequences of service quality. Journal of Marketing. 60. 31-46
• Zins, A. H.. (2001). Relative attitudes and commitment in customer loyalty models. Some experiences in the commercial airline industry. International Journal of Service Industry Management. 12. 269-294