| Autor: |
José Luis González Porras, José Luis Ruiz-Alba, Vanesa F. Guzmán Parra |
| Jazyk: |
English<br />Spanish; Castilian |
| Rok vydání: |
2019 |
| Předmět: |
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| Zdroj: |
Revista de Estudios Empresariales. Segunda Época, Iss 2 (2019) |
| Druh dokumentu: |
article |
| ISSN: |
1988-9046 |
| Popis: |
The business interactions between front-line employees and customers are crucial to evaluating service quality and for a business’ performance. A gap has been identified in the literature on both the customer orientation of service employees (COSE) and family businesses (FBs); both concepts never have been studied together before. Due to this fact, we present a concept that develops a theoretical model based on Hennig-Thurau (2004). This model drives research about the COSE and FBs in the hotel sector. The two main contributions are the following: (1) electronic word-of-mouth (eWOM) is proposed as a consequence of COSE within FBs and (2) a questionnaire has been developed from relevant subscales to measure COSE and two possible consequences derived from it (Customer Satisfaction and eWOM). A database from Iberic Balance Analysis System (SABI) has been selected to study these variables in the hotel sector, and it will be used in a proposed future empirical study that is expected to provide support for the theory. |
| Databáze: |
Directory of Open Access Journals |
| Externí odkaz: |
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