La e-experiencia de marca a través de los medios sociales y su influencia en la e-calidad de la relación y la e-fidelizaciónAnálisis empírico en los sitios web de viajes

Referencias bibliográficas

• ALALWAN, A.A., RANA, N.P., DWIVEDI, Y.K. y ALGHARABAT, R. (2017): «Social media in marketing: A review and analysis of existing literature». Telematics and Informatics, vol. 34, nº 7, p. 1.177-1.190.
• ALÉN-GONZÁLEZ, M.E. y FRAIZ-BREA, J. (2005): «Calidad de Servicio y Satisfacción, Antecedente o Consecuente? Su Evaluación en el Ámbito del Turismo Termal». Revista Portuguesa de Marketing, vol. 17, nº 1, pp. 61-76.
• ATHANASOPOULOU, E., TOMBROU, M., PANDIS, S.N. y RUSSELL, A. G. (2008): «The role of sea-salt emissions and heterogeneous chemistry in the air quality of polluted coastal areas». Atmospheric Chemistry and Physics Discussions, vol. 8, nº 1, pp. 3.807-3.841.
• ATHANASOPOULOU, P. (2009): «Relationship quality: a critical literature review and research agenda». European Journal of Marketing, vol. 43, nº 5/6, pp. 583-610.
• BANSAL, H.S., IRVING, P.G. y TAYLOR, S.F. (2004). «A three-component model of customer to service providers». Journal of the Academy of marketing Science, vol. 32, nº 3, pp. 234-250.
• BARNES, S.J. y VIDGEN, R.T. (2002): «An integrative approach to the assessment of e-commerce quality». J. Electron. Commerce Res., vol. 3, nº 3, pp. 114-127.
• BARROSO, C. y MARTÍN, E. (1999): Marketing relacional. Esic.Bhattacharya y Sen, 2003;
• BLIEMEL, M. y HASSANEIN, K. (2007). Consumer satisfaction with online health information retrieval: a model and empirical study. E-service Journal, vol. 5, nº 2, pp. 53-84.
• BRAKUS, J.J., SCHMITT, B. y ZARAN- TONELLO, L. (2009): «Brand experience: What is it? How is it measured? Does it affect loyalty?». Journal of Marketing, vol. 73, nº 3, pp. 52-68.
• BRAVO, R., MATUTE, J. y PINA, J.M. (2011): «Efectos de la imagen corporativa en el comportamiento del consumidor: Un estudio aplicado a la banca comercial». Innovar, vol. 21, nº 40, pp. 35-52.
• CATER, B. y ZABKAR, V. (2009): «Antecedents and consequences of commitment in marketing research services: The client’s perspective». Industrial Marketing Management, vol. 38, nº 7, pp. 785-797.
• CHAFFEY, D. y ELLIS-CHADWICK, F. (2012): Digital marketing. Pearson Higher Ed.
• CHAUDHURI, A. y HOLBROOK, M. B. (2001): «The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty». Journal of marketing, vol. 65, nº 2, pp.81-93.
• CHESBROUGH, H. y SPOHRER, J. (2006): «A research manifesto for services science». Communications of the ACM, vol. 49, nº 7, pp. 35-40.
• CHO, N. y PARK, S. (2001): «Development of electronic commerce user-consumer satisfaction index (ECUSI) for Internet shopping». Industrial Management & Data Systems, vol. 10, nº 8, pp. 400-406.
• CHUNG, K.H. y SHIN, J.I. (2010): «The antecedents and consequents of relationship quality in internet shopping». Asia Pacific Journal of Marketing and Logistics, vol. 22, nº 4, pp. 473-491.
• CONSTANTINIDES, E. (2004): «Influencing the online consumer’s behavior: the Web experience». Internet Research, vol. 14, nº 2, pp. 111-126.
• CONSTANTINIDES, E. y FOUNTAIN, S.J. (2008): «Web 2.0: Conceptual foundations and marketing issues». Journal of direct, data and digital marketing practice, vol. 9, nº 3, pp. 231-244.
• CONSTANTINIDES, S. (2003): «The usefulness of ERP systems for effective management». Industrial Management & Data Systems, vol. 103, nº 9, pp. 677-685.
• CORRITORE, C.L., KRACHER, B. y WIEDENBECK, S. (2003): «On-line trust: concepts, evolving themes, a model». International Journal of Human-Computer Studies, vol. 58, nº 6, pp.737-758.
• COX, J. y DALE, B.G. (2001): «Service quality and e-commerce: an exploratory analysis». Managing Service Quality: An International Journal, vol. 11, nº 2, pp. 121-131.
• CRISTÓBAL, E., FLAVIÁN, C. y GUINALIU, M. (2007): «e-service quality (PeSQ) Measurement validation and effects on consumer satisfaction and web site loyalty». Managing Service Quality: An International Journal, vol. 17, nº 3, pp. 317-340.
• DAI, H. y SALAM, A.F. (2010): «An Integrative Framework of Service Convenience, Service Consumption Experience, and Relational Exchange in Electronic Mediated Environment» (EME). In ICIS (p. 185).
• DENG, Y., WU, Y., QIAN, Y., OUYANG, X., YANG, D. y QIU, X. (2010): «Adsorption and desorption behaviors of lignosulfonate during the self-assembly of multilayers». BioResources, vol. 5, nº 2, pp. 1.178-1.196.
• EGAN, J. (2011): Relationship Marketing. Harlow. EGAN, J. (2012): Relationship Marketing. Harlow.
• EGAN, R.J., BERGNER, C.L., HART, P.C., CACHAT, J.M., CANAVELLO, P.R., ELEGANTE, M.F. y MOHNOT, S. (2009): «Understanding behavioral and physiological phenotypes of stress and anxiety in zebrafish». Behavioural Brain Research, vol. 205, nº1, pp. 38-44.
• FASSNACHT, M. y KOESE, I. (2006): «Quality of electronic services: Conceptualizing and testing a hierarchical model». Journal of Service Research, vol. 9, nº 1, pp. 19-37.
• FEHR, B. (1988): «Prototype analysis of the concepts of love and commitment». Journal of Personality and Social Psychology, vol. 55, nº 4, pp. 557.
• FORNELL, C. (1992): «A national customer satisfaction barometer: The Swedish experience». Journal of Marketing, vol. 56, nº 1, pp. 6-21.
• FULLERTON, G. (2003): «When does commitment lead to loyalty?» Journal of Service Research, vol. 5, nº 4, pp. 333-344.
• FULLERTON, G. (2005): «How commitment both enables and undermines marketing relationships». European Journal of Marketing, vol. 39, nº 11/12, pp. 1.372-1.388.
• GARBARINO, E. y JOHNSON, M.S. (1999): «The different roles of satisfaction, trust, and commitment in customer relationships». Journal of Marketing, vol. 63, nº 2, pp.70-87.
• GEFEN, D., KARAHANNA, E. y STRAUB, D.W. (2003): «Trust and TAM in online shopping: An integrated model». MIS quarterly, vol. 27, nº 1, pp. 51-90.
• GRÖNROOS, C. (2000): «Relationship marketing: interaction, dialoge and value». Revista Europea de Dirección y Economía de la Empresa, vol. 9, nº 3, pp. 13-24.
• GRÖNROOS, C. (2015): «Consumer dominant value creation: A theoretical response to the recent call for a consumer dominant logic for marketing». European Journal of Marketing, vol. 49, nº 3/4, pp. 532-560.
• GRUEN, T.W., SUMMERS, J.O. y ACITO, F. (2000): «Relationship marketing activities, commitment, and membership behaviors in professional associations». Journal of Marketing, vol. 64, nº 3, pp. 34-49.
• GUMMESSON, E. (1987): «The new marketing—developing long-term interactive relationships». Long range planning, vol. 20, nº 4, pp. 10-20.
• GUMMESSON, E. (2002): «Relationship marketing and a new economy: it’s time for de-programming». Journal of Services Marketing, vol. 16, nº 7, pp. 585-589.
• GUNDLACH, G.T., ACHROL, R.S. y MENTZER, J.T. (1995): «The structure of commitment in exchange». The Journal of Marketing, pp. 78-92.
• HA, HONG-YOUL (2004): «Factors influencing consumer perceptions of brand trust online». Journal of Product & Brand Management, vol. 13, nº 5, pp. 329-342.
• HAIR, J.F., BUSH, R.P. y ORTINAU, D.J. (2010): Investigación de mercados. McGrawHill.
• HARRISON-WALKER, L.J. (2001): «The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents». Journal of service research, vol. 4, nº 1, pp. 60-75.
• HELLIER, P.K., GEURSEN, G.M., CARR, R.A. y RICKARD, J.A. (2003): «Customer repurchase intention: A general structural equation model». European Journal of Marketing, vol. 37, nº 11/12, pp. 1.762-1.800.
• HERINGTON, C. y WEAVEN, S. (2009): «E-retailing by banks: e-service quality and its importance to customer satisfaction». European Journal of Marketing, vol. 43, nº 9/10, pp. 1.220-1.231.
• HESS, J. y STORY, J. (2005): Trust-based commitment: multidimensional consumerbrand relationships. Journal of Consumer Marketing, vol. 22, nº 6, pp. 313-322.
• HO, C.I. y LEE, Y.L. (2007): «The development of an e-travel service quality scale». Tourism Management, vol.28, nº 6, pp. 1.434-1.449.
• HWANG, Y. y KIM, D.J. (2007): «Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust». Decision Support Systems, vol. 43, nº 3, pp. 746-760.
• KARJALUOTO, H., JAYAWARDHENA, C., LEPPÄNIEMI, M. y PIHLSTRÖM, M. (2012): «How value and trust influence loyalty in wireless telecommunications industry». Telecommunications Policy, vol. 36, nº 8, pp. 636-649.
• KIM, A. J. y KO, E. (2012): «Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand». Journal of Business Research, vol. 65, nº 10, pp. 1.480-1.486.
• KIM, H. y FESENMAIER, D. R. (2008): «Persuasive design of destination web sites: An analysis of first impression». Journal of Travel Research, vol. 47, nº 1, pp. 3-13.
• KOTLER, P. y AMSTRONG, G. (2013): Fundamentos de Marketing (Decima primera Edición).(G. Dominguez Chávez, Ed.) Naucalpan de Juárez.
• LI, S., RAGU-NATHAN, B., RAGU-NATHAN, T.S. y RAO, S.S. (2006): «The impact of supply chain management practices on competitive advantage and organizational performance». Omega, vol. 34, nº 2, pp. 107-124.
• LIAO, C., PALVIA, P. y CHEN, J.L. (2009): «Information technology adoption behavior life cycle: Toward a Technology Continuance Theory (TCT)». International Journal of Information Management, vol. 29, nº 4, pp. 309-320.
• LIN, H.H. y WANG, Y.S. (2006): «An examination of the determinants of customer loyalty in mobile commerce contexts». Information & Management, vol.43, nº 3, pp. 271-282.
• LIU, C. y ARNETT, K.P. (2000): «Exploring the factors associated with Web site success in the context of electronic commerce». Information & Management, vol. 38, nº1, pp. 23-33.
• LIU, Y., LI, Y., TAO, L. y WANG, Y. (2008): «Relationship stability, trust and relational risk in marketing channels: Evidence from China». Industrial Marketing Management, vol. 37, nº 4, pp. 432-446.
• LOIACONO, E.T., WATSON, R.T. y GOODHUE, D.L. (2002): «WebQual: A measure of website quality». Marketing theory and applications, vol.13, nº 3, pp. 432-438.
• MCKNIGHT, D. H., CHOUDHURY, V. y KACMAR, C. (2002): «Developing and validating trust measures for e-commerce: An integrative typology». Information Systems Research, vol.13, nº 3, pp. 334-359.
• MOORMAN, C., ZALTMAN, G., y DESHPANDE, R. (1992). «Relationships between providers and users of market research: The dynamics of trust within and between organizations». Journal of Marketing Research, vol. 29, n º 3, pp. 314-328.
• MOREIRA, A. C., y SILVA, P.M. (2015): «The trust-commitment challenge in service quality-loyalty relationships». International Journal of Health Care Quality Assurance, vol. 28, nº 3, pp. 253-266.
• MOREIRA, A., SILVA, P.M., y MOUTINHO V.M. (2017): «The Effects of Brand Experiences on Quality, Satisfaction and Loyalty: An Empirical Study in the Telecommunications Multiple-play Service Market». Innovar, vol. 27, nº 64, pp. 23-38.
• MORGAN, R.M. y HUNT, S. (1999): «Relationship-based competitive advantage: the role of relationship marketing in marketing strategy». Journal of Business Research, vol. 46, nº 3, pp. 281-290.
• MORGAN, R.M., y HUNT, S.D. (1994): The commitment-trust theory of relationship marketing. The journal of Marketing, vol. 58, nº 3, pp. 20-38.
• MUKHERJEE, A., y NATH, P. (2007): «Role of electronic trust in online retailing: A reexamination of the commitment-trust theory». European Journal of Marketing, vol. 41, nº 9/10, pp. 1.173-1.202.
• NYSVEEN, H., PEDERSEN, P.E., y SKARD, S. (2013): «Brand experiences in service organizations: Exploring the individual effects of brand experience dimensions». Journal of Brand Management, vol. 20, nº 5, pp. 404-423.
• O’REILLY, C.A., y CHATMAN, J. (1986): «Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior». Journal of Applied Psychology, vol. 71, nº 3, pp. 492.
• OLIVER, R. L. (1999): Whence consumer loyalty? Journal of Marketing, vol. 63, nº 4, pp. 33-44.
• PAIVA, G., SANDOVAL, M., y BERNARDIN, M. (2012): «Factores explicativos de la lealtad de clientes de los supermercados». Innovar, vol. 22, nº 44, pp. 153-164.
• PALMATIER, R.W., DANT, R.P., GREWAL, D., y EVANS, K.R. (2006): «Factors influencing the effectiveness of relationship marketing: a meta-analysis». Journal of Marketing, vol.70, nº 4, pp. 136-153.
• PARASURAMAN, A., ZEITHAML, V.A., y BERRY, L.L. (1988): “Servqual: A multipleitem scale for measuring consumer perc”. Journal of Retailing, vol. 64, nº 1, p.12.
• PARASURAMAN, A., ZEITHAML, V.A., y MALHOTRA, A. (2005): «ES-QUAL: A multiple-item scale for assessing electronic service quality». Journal of Service Research, vol. 7, nº 3, pp. 213-233.
• PARK, Y. A. y GRETZEL, U. (2007): «Success factors for destination marketing web sites: A qualitative meta-analysis». Journal of Travel Research, vol. 46, nº 1, pp. 46-63.
• PARVATIYAR, A., y SHETH, J. N. (2001): «Customer relationship management: Emerging practice, process, and discipline». Journal of Economic & Social Research, vol. 3, nº 2.
• PORTER, L.W., STEERS, R.M., MOWDAY, R.T. y BOULIAN, P.V. (1974): «Organizational commitment, job satisfaction, and turnover among psychiatric technicians». Journal of Applied Psychology, vol. 59, nº 5, p. 603.
• PRADO ROMÁN, A., GONZÁLEZ, A.B. y IDOETA, C.M. (2014): «Análisis del proceso de generación de lealtad en el entorno on-line a través de la calidad del servicio y de la calidad de la relación». Revista Europea de Dirección y Economía de la Empresa, vol. 23, nº 4, pp. 175-183.
• RAMASESHAN, B., BEJOU, D., JAIN, S.C., MASON, C. y PANCRAS, J. (2006): «Issues and perspectives in global customer relationship management». Journal of Service Research, vol. 9, nº 2, pp. 195-207.
• RANAWEERA, C. y PRABHU, J. (2003): «The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting». International Journal of Service Industry Management, vol. 14, nº 4, pp. 374-395.
• RAUYRUEN, P. y MILLER, K. E. (2007): «Relationship quality as a predictor of B2B customer loyalty». Journal of Business Research, vol. 60, nº 1, pp. 21-31.
• ROBERTS, K., VARKI, S. y BRODIE, R. (2003). «Measuring the quality of relationships in consumer services: an empirical study». European Journal of Marketing, vol. 37, nº 1/2, pp. 169-196.
• SAHADEV, S. y PURANI, K. (2008): «Modelling the consequences of e-service quality . Marketing Intelligence & Planning, vol. 26, nº 6, pp. 605-620.
• SARMIENTO GUEDE, J.R. (2014): Marketing de relaciones en los medios sociales: Estudio empírico de los antecedentes y consecuentes de la calidad de la relación en los sitios web de viajes (Doctoral dissertation, Universidad Rey Juan Carlos).
• SARMIENTO GUEDE, J.R. (2015): «La comunicación de ‘boca en boca’vs. la de ‘boca en boca electrónica’: Análisis de sus principales diferencias». Ámbitos, vol. 30, pp. 1-17.
• SARMIENTO GUEDE, J.R. (2017): «La experiencia de la calidad de servicio online como antecedente de la satisfacción online: estudio empírico en los sitios web de viajes». Investigaciones Turísticas, vol.13, pp. 30-53.
• SARMIENTO GUEDE, J.R. (2017): «Los medios sociales a través de la experiencia web: un análisis de su percepción desde un enfoque relacional». Aposta, vol. 73, pp. 30-59.
• SARMIENTO GUEDE, J.R. (2017): «Marketing de relaciones: un análisis del contenido de sus fundamentos teóricos». Anuario Jurídico y Económico Escurialense, vol. 50, pp. 279-400.
• SARMIENTO GUEDE, J.R. (2018): «La fidelización como consecuente de la calidad de la relación en las organizaciones». Anuario Jurídico y Económico Escurialense, vol.51, pp. 337-354.
• SARMIENTO GUEDE, J.R., DE ESTEBAN CURIEL, J. y ANTONOVICA, A. (2017): «La comunicación viral a través de los medios sociales: análisis de sus antecedentes». Revista Latina de Comunicación Social, vol. 72, p. 69-86.
• SARMIENTO GUEDE, J.R. (2015): Marketing de Relaciones. Aproximación a las relaciones virtuales. Dykinson. Madrid.
• SCHLESINGER, W., CERVERA, A. y CALDERÓN, H. (2014): «El papel de la confianza, la imagen y los valores compartidos en la creación de valor y lealtad: aplicación a la relación egresado-universidad». Revista Española de Investigación en Marketing ESIC, vol. 18, nº 2, pp.126-139.
• SIRDESHMUKH, D., SINGH, J. y SABOL, B. (2002): «Consumer trust, value, and loyalty in relational exchanges». Journal of Marketing, vol. 66, nº 1, pp. 15-37.
• SOLOMON, M., RUSSELL-BENNETT, R. y PREVITE, J. (2012): Consumer behaviour. Pearson Higher Education AU.
• STORBACKA, K., STRANDVIK, T. y GRÖNROOS, C. (1994): «Managing customer relationships for profit: the dynamics of relationship quality». International Journal of Service industry management, vol. 5, nº 5, pp. 21-38.
• SUGIMOTO, C. R., WORK, S., LARIVIÈRE, V. y HAUSTEIN, S. (2017): «Scholarly use of social media and altmetrics: A review of the literature». Journal of the Association for Information Science and Technology, vol. 68, nº 9, pp. 2.037-2.062.
• SZYMANSKI, D. M. y HISE, R. T. (2000): «E-satisfaction: an initial examination». Journal of retailing, vol. 76, nº 3, pp. 309-322.
• TOFFLER, A. y ALVIN, T. (1981): The third wave (pp. 32-33). New York: Bantam books.
• TORTOSA, V., MOLINER, M.A. y SÁNCHEZ, J. (2009): «Internal market orientation and its influence on organisational performance». European Journal of Marketing, vol. 43, nº11/12, pp.1.435-1.456.
• ULAGA, W. y EGGERT, A. (2006): «Relationship value and relationship quality: Broadening the nomological network of business-to-business relationships». European Journal of Marketing, vol.40, nº 3/4, pp. 311-327.
• VON DER HEIDT, T. y LAMBERTON, G. (2011): «Sustainability in the undergraduate and postgraduate business curriculum of a regional university: A critical perspective». Journal of Management & Organization, vol. 17, nº 5, pp. 670-690.
• WOLFINBARGER, M. y GILLY, M.C. (2001): «Shopping online for freedom, control, and fun». California Management Review, vol. 43, nº 2, pp. 34-55.
• WU, C. S., LIN, C.T. y LEE, C. (2010): «Optimal marketing strategy: A decision-making with ANP and TOPSIS». International Journal of Production Economics, vol. 127, nº 1, pp.190-196.
• YOO, B. y DONTHU, N. (2001): «Developing and validating a multidimensional consumer-based brand equity scale». Journal of Business Research, vol. 52, nº 1, pp. 1-14.
• ZARANTONELLO, L. y SCHMITT, B.H. (2010): «Using the brand experience scale to profile consumers and predict consumer behaviour». Journal of Brand Management, vol. 17, nº 7, pp. 532-540.
• ZEITHAML, V.A. (2000): «Service quality, profitability, and the economic worth of customers: what we know and what we need to learn». Journal of The Academy of Marketing Science, vol. 28, nº 1, pp. 67-85.
• ZEITHAML, V.A., LEMON, K.N. y RUST, R.T. (2001): Driving customer equity: How customer lifetime value is reshaping corporate strategy. Simon and Schuster.