The Analysis of Variance.

Relationship marketing is the development and outbreak of the combined theory of the traditional marketing,and it is a new idea.It puts more emphasis on the long-term and satisfying relation between enterprises and customers.and its success relies on some conditions.Its application in China has its own characteristics.

On relationship marketing

This article presents the first narrative analysis of the areas of research that have developed within the destination marketing field since its commencement in 1973. Given the broad extent of the field, and the absence of any previous reviews in four decades, a key challenge is in providing a focus for such a disparate body of knowledge. The review is structured around one principal question: ‘To what extent is the Destination Marketing Organisation (DMO) responsible for the competitiveness of the destination’? In pursuit of this underlying question, we address a number of themes including nomenclature and the DMO, the evolution of the destination marketing literature, competitiveness as the DMO reason d’etre, and DMO effectiveness including issues of branding and positioning, and future research themes in the field.

Destination marketing organizations and destination marketing : a narrative analysis of the literature

http://eprints.bournemouth.ac.uk/21118/1/Eprints%20-%20Pike%20and%20Page%20-%20DMO%20and%20destination%20marketing-1.pdf

Destination Marketing Organizations and destination marketing: a narrative analysis of the literature.

Modeling behavioral intentions remain an important area of research in tourism. This study empirically tests a model linking tourists' emotional experiences, satisfaction and behavioral intentions. The model proposes that satisfaction mediates the relationship between tourists' emotional experiences and behavioral intentions. Data were collected from international tourists visiting Petra, a UNESCO world heritage site. Contrary to theoretical predictions, results do not support the mediating effect of satisfaction on the relationship between emotions (joy, love, positive surprise, and unpleasantness) and behavioral intentions. Findings offer important strategic marketing implications for Petra in relation to branding and managing destination experiences.

The role of tourists' emotional experiences and satisfaction in understanding behavioral intentions

The development of tourism in cities has caused an increase and an improvement in commercial activities and has stimulated those that manage retail shops to carry out efforts that draw attention and produce sales to the visitors. However, on numerous occasions, the commercial success depends on the individual’s personal factors, which are different between visitors and residents. For this reason, the objective of this study consists of analyzing what do the recommendation behaviour of both groups in a tourist destination depend on, in order to make known a series of management implications, which could be useful to retail businesses in a tourist city.

/pdf/elementos-clave-para-el-comercio-minorista-de-un-destino-2fngjl0n22.pdf

Elementos clave para el comercio minorista de un destino

Estrategias de gestión del valor de marca en los destinos enoturísticos

In the service industry, the importance of achieving the satisfaction of all involved agents is widely
recognized. It is important to note that within the service sector, the hospitality sector involves
a high degree of personal contact between hotel staff and customers, during which various
misunderstandings can result in service failures. Therefore, instruments that enable learning
about and solving problems emerging from customers now serve as one of the most important
elements of the hospitality industry. In this context, the objective of answering the call for more
studies investigating the effectiveness of recovery efforts and discovering their effects to perceived
customer satisfaction, following a service recovery process, and customer behavior outcomes
towards a hotel which had dropped the ball but later offered a solution. A structural equation model
using a sample of 274 valid questionnaires, obtained from hotel establishment customers who had
experienced failed service provisions and who had shown their discontent with these services, was
used to examine these issues. The results confi rm a signifi cant and positive effect between the
analyzed relations and also reinforce the importance of recovery efforts on satisfaction in service
recovery and also determine the impact of that perceived satisfaction on behavioral outcomes of the
affected consumers. Additionally, the empirical results show that communication and explanation
are the dimensions of importance to consumers when they report a service failure to a service
fi rm. Based on these results, this study recommends designing recovery process in such a way to
get maximum advantage of this phenomenon. Therefore, organizations should offer dissatisfi ed
customers with the option to choose among various recovery options.

/pdf/the-effects-of-perceived-satisfaction-with-service-recovery-2ivc3tqjlm.pdf

The effects of perceived satisfaction with service recovery efforts: a study in a hotel setting

En los ultimos anos, debido a aspectos medioambientales y/o a la necesidad de conocer la estabilidad de los materiales a largo plazo, se ha incrementado significativamente el numero de estudios sobre lixiviacion de diferentes tipos de materiales.

Existe una gran diversidad de trabajos donde se realizan estudios de lixiviacion de diferentes tipos de cementos y residuos [1, 2]. En algunos se estudia la lixiviacion de metales pesados que se han estabilizado en diferentes tipos de cementos [3-6]. En otros se estudia como afectan las condiciones de operacion, tales como el pH, y la forma de preparacion de la muestra para los ensayos o la renovacion del lixiviante [7-8]. Tambien hay trabajos en los que se ha llevado a cabo una modelizacion del proceso de lixiviacion de cementos con objeto de obtener informacion sobre la estabilidad a largo plazo de dichos materiales [9]. Ademas, la bibliografia recoge estudios en torno al comportamiento frente a la lixiviacion de metales pesados en cementos fabricados con combustibles tradicionales y en cementos fabricados con combustibles alternativos [10].

Mar Gómez

Papers

Elementos clave para el comercio minorista de un destino

Estrategias de gestión del valor de marca en los destinos enoturísticos

The effects of perceived satisfaction with service recovery efforts: a study in a hotel setting

Lixiviación de metales en un clínker preparado utilizando residuos cerámicos como materia prima alternativa