{"id":76639,"date":"2005-11-10T00:00:00","date_gmt":"2005-11-10T00:00:00","guid":{"rendered":"https:\/\/www.deberes.net\/tesis\/sin-categoria\/customers-responses-to-service-failures-empirical-studies-on-private-voice-and-third-party-responses\/"},"modified":"2005-11-10T00:00:00","modified_gmt":"2005-11-10T00:00:00","slug":"customers-responses-to-service-failures-empirical-studies-on-private-voice-and-third-party-responses","status":"publish","type":"post","link":"https:\/\/www.deberes.net\/tesis\/ciencias-economicas\/customers-responses-to-service-failures-empirical-studies-on-private-voice-and-third-party-responses\/","title":{"rendered":"Customers responses to service failures. empirical studies on private, voice and third-party responses."},"content":{"rendered":"<h2>Tesis doctoral de <strong> Ana Belen Casado Diaz <\/strong><\/h2>\n<p>La motivaci\u00f3n general detr\u00e1s de la elaboraci\u00f3n de esta tesis doctoral radica en la importancia de los fracasos en los servicios para la vida diaria, no s\u00f3lo de las empresas sino tambi\u00e9n de los clientes. As\u00ed pues, la compresi\u00f3n de los diversos elementos que afectan la (in)satisfaci\u00f3n ,tras un fracaso en el servicio y los comportamientos que se derivan de dicha (in) satisfaci\u00f3n, puede ser muy \u00fatil para los gestores de las empresas de servicios en t\u00e9rminos de reducir el impacto de dichos fracasos en el resultado empresarial. Por lo tanto, el objetivo de esta tesis doctoral es contribuir a la evoluci\u00f3n te\u00f3rica y emp\u00edrica de la investigaci\u00f3n acerca de los fracasos en los servicios a trav\u00e9s de una mejor comprensi\u00f3n de sus caracter\u00edsticas y consecuentemente , de sus implicaciones para la gesti\u00f3n empresarial . Este objetivo general se analiza en tres aplicaciones emp\u00edricas. En el primer estudio se desarrolla y eval\u00faa emp\u00edricamente un esquema conceptual basado en diferentes \u00e1reas de investigaci\u00f3n que identifica los antecedentes y las consecuencias de la (in) satisfacci\u00f3n con el fracaso del servicio (i.E, el retraso en el vuelo).  especialmente , analizamos el impacto de la emoci\u00f3n inicial negativa del enfado en el juicio inicial de (in) satisfaci\u00f3n y en las intenciones de comportamiento y queja posteriores. Los resultados obtenidos muestran la secuencia causal \u00abatribuci\u00f3n-efecto-intenci\u00f3n  de comportamiento\u00bb (i.E, pensar-sentir-actuar). M\u00e1s a\u00fan, encontramos que el enfado es un mediador entre las atribuciones de control y la (in) satisfaci\u00f3n con el servicio fracasado. Adem\u00e1s , la importancia de la puntualidad tiene un efecto positivo en el enfado enfado. Finalmente , el enfado tiene un efecto negativo en la satisfaci\u00f3n con el servicio y en las intenciones de recompra y un efecto positivo en la propensi\u00f3n a quejarse. En el segundo estudio se analiza el impacto de emociones negativas secundarias (enfado con la recupe<\/p>\n<p>&nbsp;<\/p>\n<h3>Datos acad\u00e9micos de la tesis doctoral \u00ab<strong>Customers responses to service failures. empirical studies on private, voice and third-party responses.<\/strong>\u00ab<\/h3>\n<ul>\n<li><strong>T\u00edtulo de la tesis:<\/strong>\u00a0 Customers responses to service failures. empirical studies on private, voice and third-party responses. <\/li>\n<li><strong>Autor:<\/strong>\u00a0 Ana Belen Casado Diaz <\/li>\n<li><strong>Universidad:<\/strong>\u00a0 Alicante<\/li>\n<li><strong>Fecha de lectura de la tesis:<\/strong>\u00a0 11\/10\/2005<\/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>Francisco Jos\u00e9 Mas Ruiz<\/li>\n<\/ul>\n<\/li>\n<li><strong>Tribunal<\/strong>\n<ul>\n<li>Presidente del tribunal: teodoro Luque Martinez <\/li>\n<li>julio Jimenez Martinez (vocal)<\/li>\n<li>gaby Odekerken schor\u00ed\u00b6der (vocal)<\/li>\n<li>salvador Ruiz de maya (vocal)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tesis doctoral de Ana Belen Casado Diaz La motivaci\u00f3n general detr\u00e1s de la elaboraci\u00f3n de esta tesis doctoral radica en [&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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