THE ROLE OF COMMITMENT PERCEIVED BY THE CONSUMER IN SERVICE INDUSTRIES

LETICIA SUAREZ ALVAREZ; RODOLFO VAZQUEZ CASIELLES; ANA MARIA DIAZ MARTIN

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THE ROLE OF COMMITMENT PERCEIVED BY THE CONSUMER IN SERVICE INDUSTRIES

机译：消费者在服务行业中认识到的承诺作用

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The current work aims to analyze the role of commitment perceived by the consumer in the maintenance or long-term relationships. The context of analysis chosen is the tourism sector, more specifically the relationships that retail travel agencies establish with their consumers. The study tests a conceptual model via a system of structural equations using the statistics package EQS 6.1 for Windows. The results corroborate the importance of the consumer's trust in the travel agency and the consumer's perception of the firm's commitment, because this commitment acts as an antecedent of trust and creates the conditions for the firm to achieve a stable portfolio of customers.

机译：当前的工作旨在分析消费者在维持或长期关系中所感知的承诺的作用。选择的分析背景是旅游业，更具体地说是零售旅行社与消费者建立的关系。这项研究使用Windows的统计软件包EQS 6.1通过结构方程系统测试了概念模型。结果证实了消费者对旅行社的信任的重要性以及消费者对公司承诺的理解，因为这种承诺是信任的前提，并为公司实现稳定的客户组合创造了条件。

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《Management research》 |2009年第2期|141-157|共17页
作者
LETICIA SUAREZ ALVAREZ; RODOLFO VAZQUEZ CASIELLES; ANA MARIA DIAZ MARTIN;
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作者单位

Departamento de Administracion de Empresas, Universidad de Oviedo (Spain);

De-partamento de Administracion de Empresas, Universidad de Oviedo (Spain);

Departamento de Financiacion e Investigacion Comercial, Universi- dad Autonoma de Madrid (Spain);

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THE ROLE OF COMMITMENT PERCEIVED BY THE CONSUMER IN SERVICE INDUSTRIES

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