{"id":19406,"date":"2002-10-10T00:00:00","date_gmt":"2002-10-10T00:00:00","guid":{"rendered":"https:\/\/www.deberes.net\/tesis\/sin-categoria\/marketing-orientacion-al-servicio-y-comportamientos-de-ciudadana%c2%ada-organizativa-en-las-empresas-hoteleras\/"},"modified":"2002-10-10T00:00:00","modified_gmt":"2002-10-10T00:00:00","slug":"marketing-orientacion-al-servicio-y-comportamientos-de-ciudadana%c2%ada-organizativa-en-las-empresas-hoteleras","status":"publish","type":"post","link":"https:\/\/www.deberes.net\/tesis\/ciencias-economicas\/marketing-orientacion-al-servicio-y-comportamientos-de-ciudadana%c2%ada-organizativa-en-las-empresas-hoteleras\/","title":{"rendered":"Marketing, orientaci\u00f3n al servicio y comportamientos de ciudadan\u00edaorganizativa en las empresas hoteleras"},"content":{"rendered":"<h2>Tesis doctoral de <strong> Teresa Garc\u00eda Garazo <\/strong><\/h2>\n<p>Partiendo de la literatura de marketing de servicios se examina la importancia de la orientaci\u00f3n al servicio de las empresas hoteleras y los comportamientos de ciudadan\u00eda organizativa que desarrolla el personal de contacto a la hora de proporcionar un servicio excelente al cliente. La relaci\u00f3n directa que se establece entre el cliente y el personal de contacto durante los encuentros de servicio lleva a que las actitudes y comportamientos del personal influyan en la valoraci\u00f3n de la calidad del cliente.  el estudio emp\u00edrico realizado a trav\u00e9s de modelos de ecuaciones estructurales analiza:  1,- la influencia de las caracter\u00edsticas de la empresa y la direcci\u00f3n sobre la orientaci\u00f3n al servicio.  2,- las relaciones entre la orientaci\u00f3n al servicio de la direcci\u00f3n y las actitudes y comportamientos del personal del contacto. Cuando la direcci\u00f3n esta orientada al servico, el personal estar\u00e1 m\u00e1s satisfecho en su puesto, tendr\u00e1 una mayor predisposici\u00f3n a proporcionar un servicio superior al cliente y se esforzar\u00e1 m\u00e1s de lo esperado en desarrollar comportamientos de ciudadan\u00eda organizativa (participaci\u00f3n, entrega de servicio y lealtad).  3,- el efecto de los comportamientos de ciudadan\u00eda sobre la calidad de servicio.  asimismo, se han clasificado las empresas hoteleras en funci\u00f3n de su orientaci\u00f3n al servicio y se ha examinado su relaci\u00f3n con caracter\u00edsticas propias de los hoteles.<\/p>\n<p>&nbsp;<\/p>\n<h3>Datos acad\u00e9micos de la tesis doctoral \u00ab<strong>Marketing, orientaci\u00f3n al servicio y comportamientos de ciudadan\u00edaorganizativa en las empresas hoteleras<\/strong>\u00ab<\/h3>\n<ul>\n<li><strong>T\u00edtulo de la tesis:<\/strong>\u00a0 Marketing, orientaci\u00f3n al servicio y comportamientos de ciudadan\u00edaorganizativa en las empresas hoteleras <\/li>\n<li><strong>Autor:<\/strong>\u00a0 Teresa Garc\u00eda Garazo <\/li>\n<li><strong>Universidad:<\/strong>\u00a0 Santiago de compostela<\/li>\n<li><strong>Fecha de lectura de la tesis:<\/strong>\u00a0 10\/10\/2002<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3>Direcci\u00f3n y tribunal<\/h3>\n<ul>\n<li><strong>Director de la tesis<\/strong>\n<ul>\n<li>Jos\u00e9 Antonio Varela Gonzalez<\/li>\n<\/ul>\n<\/li>\n<li><strong>Tribunal<\/strong>\n<ul>\n<li>Presidente del tribunal: justino Bastida calvo <\/li>\n<li>encarnacion Gonzalez vazquez (vocal)<\/li>\n<li>Juan  Antonio Trespalacios gutierrez (vocal)<\/li>\n<li>i\u00f1aki Peria\u00f1ez ca\u00f1adillas (vocal)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tesis doctoral de Teresa Garc\u00eda Garazo Partiendo de la literatura de marketing de servicios se examina la importancia de la [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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