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Jose Miguel Mugica
INARBE, Public University of Navarra, 31006 Pamplona, Spain

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Journal article
Published: 11 June 2020 in Sustainability
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To manage their competitive goals, e-tourism service companies, in direct and in indirect channels respectively, need to know the antecedents of customer loyalty. Customer loyalty, generated by satisfaction in its various forms, is the cornerstone of the company’s assets and financial sustainability. Current literature does not provide a comparative analysis on this issue. To fill this gap, this research presents a model that includes customer satisfaction and participation as the main drivers of customer loyalty. The empirical research relies on one survey conducted by a market research company addressed to Internet users in Spain with experience in online purchases of tourism products. The estimation method is 3SLS (Three-Stage Least Squares), a simultaneous equations model applied to the database obtained. The results reveal a different potential of the two types of e-channels in producing higher levels of loyalty through customer participation. Increasing the participation of customers in indirect e-tourism channels results in higher returns on loyalty while the impact is lower in the direct channels. These findings are especially interesting for tourism service providers.

ACS Style

José Múgica; Carmen Berné. Direct and Indirect Tourism Online Channels. Do They Have a Different Potential for Customer Loyalty? Sustainability 2020, 12, 4761 .

AMA Style

José Múgica, Carmen Berné. Direct and Indirect Tourism Online Channels. Do They Have a Different Potential for Customer Loyalty? Sustainability. 2020; 12 (11):4761.

Chicago/Turabian Style

José Múgica; Carmen Berné. 2020. "Direct and Indirect Tourism Online Channels. Do They Have a Different Potential for Customer Loyalty?" Sustainability 12, no. 11: 4761.

Journal article
Published: 01 February 2016 in Journal of Interactive Marketing
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A fundamental distinction between goods and services is that in the retailing of goods and some services the costs of production and distribution are clearly separable in a non-arbitrary fashion, usually identified as costs of goods sold. They have type I separability. Distribution services, which are also known as attributes, marketing mix or output variables, are produced, distributed and consumed just as goods or physical products or core services sold directly to consumers at an explicit price. When online settings generate separability of production distribution and consumption of all these distribution services in space and time we have strong type II separability, which has not been identified in the literature. The latter plays an essential role in the emergence, sustainability and sometimes dominance of online channels. It has profound implications for both the demand side and the supply side of firms in online channels. We develop implications of this result with respect to potential maximum levels of these services in electronic channels and for a broad range of other important topics relevant for marketing and economics.

ACS Style

Roger R. Betancourt; Raquel Chocarro; Monica Cortiñas; Margarita Elorz; Jose Miguel Mugica. Channel Choice in the 21st Century: The Hidden Role of Distribution Services. Journal of Interactive Marketing 2016, 33, 1 -12.

AMA Style

Roger R. Betancourt, Raquel Chocarro, Monica Cortiñas, Margarita Elorz, Jose Miguel Mugica. Channel Choice in the 21st Century: The Hidden Role of Distribution Services. Journal of Interactive Marketing. 2016; 33 ():1-12.

Chicago/Turabian Style

Roger R. Betancourt; Raquel Chocarro; Monica Cortiñas; Margarita Elorz; Jose Miguel Mugica. 2016. "Channel Choice in the 21st Century: The Hidden Role of Distribution Services." Journal of Interactive Marketing 33, no. : 1-12.

Journal article
Published: 22 January 2014 in International Journal of Marketing Studies
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This paper addresses empirically two issues. One is whether or not basic marketing relationships at the establishment level are robust to a substantial change in the market environment. Another one is whether after this event takes place the marketing relationships for new establishments are the same as those for existing establishments. We rely on two data sets: a survey of gas stations in 1998 in Pamplona, Spain, when prices of gasoline products were fixed by the government; and a similar survey in 2007, when gas retail prices were determined by market participants as a result of the price liberalization law. Briefly put, customer satisfaction and its determinants have a robust, stable relationship with respect to the law’s change in market environment during this nine year period. On the other hand, some aspects of the relation between future patronage intentions and its determinants are substantially altered by the law’s change in market environment.

ACS Style

Roger R. Betancourt; Raquel Chocarro; Monica Cortiñas; Margarita Elorz; Jose Miguel Mugica. The Impact of Market Environments on Marketing Relationships. International Journal of Marketing Studies 2014, 6, p45 .

AMA Style

Roger R. Betancourt, Raquel Chocarro, Monica Cortiñas, Margarita Elorz, Jose Miguel Mugica. The Impact of Market Environments on Marketing Relationships. International Journal of Marketing Studies. 2014; 6 (1):p45.

Chicago/Turabian Style

Roger R. Betancourt; Raquel Chocarro; Monica Cortiñas; Margarita Elorz; Jose Miguel Mugica. 2014. "The Impact of Market Environments on Marketing Relationships." International Journal of Marketing Studies 6, no. 1: p45.

Journal article
Published: 01 August 2007 in Quantitative Marketing and Economics
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This paper brings together two bodies of literature. One of them is a literature on the special role of the consumer in retailing. The other one is the literature on customer satisfaction. This joining of literatures is accomplished by identifying distribution services as outputs of retail firms and fixed inputs into the production functions of consumers and relaxing the standard assumption that the demand for these services is always equal to the supply of these services. The result is a new conceptual framework for the analysis of customer satisfaction in retailing. This framework extends the basic ideas on customer satisfaction developed for manufacturing in a homogeneous single product setting to the heterogeneous multi-product setting relevant for many retailers. The paper illustrates one approach to the implementation of this framework with data for a set of supermarkets in Pamplona, Spain, that measure distribution services by asking consumers questions explicitly identifying these services. The five main categories of distribution services identified by the conceptual framework and measured in the data are economically important and statistically robust determinants of customer satisfaction with supermarkets. These results are obtained controlling for other variables typical of the customer satisfaction literature and measuring customer satisfaction in a manner consistent with that literature. The results are robust to corrections for sample selection and alternative estimation methods. Perhaps our most interesting novel result is that the effect of the determinants of customer satisfaction on future purchase intentions in the supermarket case is different when measured directly in a one stage process than when measured indirectly in a two stage process through the attributes/satisfaction/ purchase intentions chain.

ACS Style

Roger R. Betancourt; Monica Cortiñas; Margarita Elorz; Jose Miguel Mugica. The demand for and the supply of distribution services: A basis for the analysis of customer satisfaction in retailing. Quantitative Marketing and Economics 2007, 5, 293 -312.

AMA Style

Roger R. Betancourt, Monica Cortiñas, Margarita Elorz, Jose Miguel Mugica. The demand for and the supply of distribution services: A basis for the analysis of customer satisfaction in retailing. Quantitative Marketing and Economics. 2007; 5 (3):293-312.

Chicago/Turabian Style

Roger R. Betancourt; Monica Cortiñas; Margarita Elorz; Jose Miguel Mugica. 2007. "The demand for and the supply of distribution services: A basis for the analysis of customer satisfaction in retailing." Quantitative Marketing and Economics 5, no. 3: 293-312.