{"id":77696,"date":"2018-03-09T23:23:17","date_gmt":"2018-03-09T23:23:17","guid":{"rendered":"https:\/\/www.deberes.net\/tesis\/sin-categoria\/el-deleite-del-cliente-un-estudio-de-sus-dimensiones-antecedentes-y-consecuencias\/"},"modified":"2018-03-09T23:23:17","modified_gmt":"2018-03-09T23:23:17","slug":"el-deleite-del-cliente-un-estudio-de-sus-dimensiones-antecedentes-y-consecuencias","status":"publish","type":"post","link":"https:\/\/www.deberes.net\/tesis\/organizacion-y-gestion-de-empresas\/el-deleite-del-cliente-un-estudio-de-sus-dimensiones-antecedentes-y-consecuencias\/","title":{"rendered":"El deleite del cliente: un estudio de sus dimensiones, antecedentes y consecuencias"},"content":{"rendered":"<h2>Tesis doctoral de <strong> Antonio Carmona Lavado <\/strong><\/h2>\n<p>Algunos directivos y autores piensan que hoy d\u00eda la satisfacci\u00f3n no es suficiente para retener al cliente, y proponen un cambio de paradigma en el que las empresas deben ir m\u00e1s all\u00e1 de la satisfacci\u00f3n del cliente y buscar el deleite del cliente.     esta tesis doctoral posee 2 objetivos generales:     el primer objetivo general consiste en realizar una revisi\u00f3n lo m\u00e1s exhaustiva posible actualizada a 2005 sobre la literatura de la satisfacci\u00f3n del cliente.     el segundo objetivo general es profundizar en la conceptualizaci\u00f3n del constructo \u00abdeleite del cliente\u00bb, estableciendo sus diferencias con respecto al constructo \u00absatisfacci\u00f3n del cliente\u00bb. Los objetivos espec\u00edficos que se tratan de alcanzar con respecto a este segundo objetivo son:     1,- identificar los aspectos del servicio asociados al deleite del cliente.     2,- explorar los antecedentes del deleite del cliente.     3,- clarificar el concepto de deleite del cliente.     4,- consecuencias del deleite del cliente en relaci\u00f3n a la mera satisfacci\u00f3n.     la investigaci\u00f3n emp\u00edrica es un estudio cualitativo y cuantitativo en el contexto del servicio de los restaurantes. Se usa una combinaci\u00f3n de la t\u00e9cnica del incidente cr\u00edtico y de la t\u00e9cnica del incidente secuencial para obtener la descripci\u00f3n de 3 tipos de experiencia; encantadoras, satisfactorias e insatisfactorias. en estas experiencias se mide una serie de variables sobre antecedentes y consecuencias principalmente, a trav\u00e9s de una serie de escalas que son creadas y validadas para este estudio.     en cuanto al an\u00e1lisis de datos, se emplean el an\u00e1lisis factorial exploratorio y confirmatorio para evaluar las escalas de medida, el an\u00e1lisis de contenido para las preguntas abiertas que describen las experiencias, el an\u00e1lisis de regresi\u00f3n log\u00edstica para estudiar la influencia de los anteceden test, el an\u00e1lisis cluster para describir una tipolog\u00eda de deleites, as\u00ed como pruebas estad\u00edsticas param\u00e9tricas y no<\/p>\n<p>&nbsp;<\/p>\n<h3>Datos acad\u00e9micos de la tesis doctoral \u00ab<strong>El deleite del cliente: un estudio de sus dimensiones, antecedentes y consecuencias<\/strong>\u00ab<\/h3>\n<ul>\n<li><strong>T\u00edtulo de la tesis:<\/strong>\u00a0 El deleite del cliente: un estudio de sus dimensiones, antecedentes y consecuencias <\/li>\n<li><strong>Autor:<\/strong>\u00a0 Antonio Carmona Lavado <\/li>\n<li><strong>Universidad:<\/strong>\u00a0 Sevilla<\/li>\n<li><strong>Fecha de lectura de la tesis:<\/strong>\u00a0 13\/12\/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>Antonio  Genaro Leal Millan<\/li>\n<\/ul>\n<\/li>\n<li><strong>Tribunal<\/strong>\n<ul>\n<li>Presidente del tribunal: ram\u00f3n Valle cabrera <\/li>\n<li>Jos\u00e9 Manuel Garc\u00eda v\u00e1zquez (vocal)<\/li>\n<li>enrique Bigne alca\u00f1iz (vocal)<\/li>\n<li>Mar\u00eda Jos\u00e9 \u00e1lvarez gil (vocal)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tesis doctoral de Antonio Carmona Lavado Algunos directivos y autores piensan que hoy d\u00eda la satisfacci\u00f3n no es suficiente para [&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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