{"id":65708,"date":"2018-03-09T22:53:49","date_gmt":"2018-03-09T22:53:49","guid":{"rendered":"https:\/\/www.deberes.net\/tesis\/sin-categoria\/efectos-de-las-valoraciones-cognitivas-afectivas-del-cliente-en-un-contexto-de-fallos-y-recupe\/"},"modified":"2018-03-09T22:53:49","modified_gmt":"2018-03-09T22:53:49","slug":"efectos-de-las-valoraciones-cognitivas-afectivas-del-cliente-en-un-contexto-de-fallos-y-recupe","status":"publish","type":"post","link":"https:\/\/www.deberes.net\/tesis\/ciencias-economicas\/efectos-de-las-valoraciones-cognitivas-afectivas-del-cliente-en-un-contexto-de-fallos-y-recupe\/","title":{"rendered":"Efectos de las valoraciones cognitivas afectivas del cliente en un contexto de fallos y recupe."},"content":{"rendered":"<h2>Tesis doctoral de <strong> Mar\u00eda Concepci\u00f3n Varela Neira <\/strong><\/h2>\n<p>La satisfacci\u00f3n del cliente influye en su retenci\u00f3n y lealtad, factores que son esenciales para la supervivencia y el \u00e9xito de cualquier empresa. Sin embargo, lograr la satisfacci\u00f3n de los clientes en organizaciones de servicios es dif\u00edcil, ya que la entrega de servicios sin fallos resulta pr\u00e1cticamente imposible. En otras palabras, los fallos, o fracasos, de servicio son inevitables y pueden generan insatisfacci\u00f3n y destruir la lealtad del cliente. Como consecuencia, el desarrollo por las empresas de estrategias de recuperaci\u00f3n del servicio es imprescindible, ya que estas estrategias ofrecen una segunda oportunidad para proporcionar una experiencia positiva a los clientes. En definitiva, el estudio de los fallos y las recuperaciones de servicio tiene una importancia evidente en la investigaci\u00f3n de marketing. En esta tesis doctoral se propone y contrasta emp\u00edricamente, en una muestra de 1.023 usuarios de servicios bancarios que han experimentado alg\u00fan problema en la entrega del servicio, un modelo integrador de los antecedentes y consecuencias de la satisfacci\u00f3n del cliente en un contexto de fallos y recuperaciones de servicio. M\u00e1s concretamente, en la tesis se analiza en qu\u00e9 circunstancias un fallo en la prestaci\u00f3n del servicio conduce a la p\u00e9rdida del cliente, as\u00ed como el papel que pueden desempe\u00f1ar las estrategias de recuperaci\u00f3n del servicio en este proceso; tambi\u00e9n se comprueba si su percepci\u00f3n de las barreras al cambio existentes o sobre el atractivo de otras alternativas influyen en los comportamientos futuros del cliente o si estos comportamientos dependen exclusivamente del encuentro de fallo y recuperaci\u00f3n del servicio.<\/p>\n<p>&nbsp;<\/p>\n<h3>Datos acad\u00e9micos de la tesis doctoral \u00ab<strong>Efectos de las valoraciones cognitivas afectivas del cliente en un contexto de fallos y recupe.<\/strong>\u00ab<\/h3>\n<ul>\n<li><strong>T\u00edtulo de la tesis:<\/strong>\u00a0 Efectos de las valoraciones cognitivas afectivas del cliente en un contexto de fallos y recupe. <\/li>\n<li><strong>Autor:<\/strong>\u00a0 Mar\u00eda Concepci\u00f3n Varela Neira <\/li>\n<li><strong>Universidad:<\/strong>\u00a0 Oviedo<\/li>\n<li><strong>Fecha de lectura de la tesis:<\/strong>\u00a0 27\/06\/2008<\/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>Rodolfo Vazquez Casielles<\/li>\n<\/ul>\n<\/li>\n<li><strong>Tribunal<\/strong>\n<ul>\n<li>Presidente del tribunal: laurentino Bello acebron <\/li>\n<li>carmen Camarero izquierdo (vocal)<\/li>\n<li>ignacio alfredo Rodr\u00edguez del bosque rodr\u00edguez (vocal)<\/li>\n<li>teodoro Luque mart\u00edn (vocal)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tesis doctoral de Mar\u00eda Concepci\u00f3n Varela Neira La satisfacci\u00f3n del cliente influye en su retenci\u00f3n y lealtad, factores que son [&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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