Bibliographic citations
Rios, L., Gutiérrez, R. (2022). El entorno de servicios en relación a la satisfacción, compromiso y la lealtad del cliente en hoteles de precio bajo [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/667787
Rios, L., Gutiérrez, R. El entorno de servicios en relación a la satisfacción, compromiso y la lealtad del cliente en hoteles de precio bajo [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2022. http://hdl.handle.net/10757/667787
@misc{renati/1294135,
title = "El entorno de servicios en relación a la satisfacción, compromiso y la lealtad del cliente en hoteles de precio bajo",
author = "Gutiérrez Ramos, Rocio Angela",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2022"
}
Servicescape, satisfaction, customer engagement and loyalty are important concepts in the hotel literature, because it influences the increase in hotel profits. However, little research has paid attention to this relationship in low-price hotels. Therefore, the present study proposes to examine the effects of service environment elements on different dimensions of customer commitment, with satisfaction as an intermediary, and how this leads to customer loyalty. Structural equation modeling was applied to analyze data from 400 low-price hotel customers. The results will indicate whether the substantive and communicative service environment have positive effects on customers' cognitive, affective and behavioral engagements and loyalty. The findings of the present study will provide an impetus for further research to expand current knowledge about the service environment and its relationship with the above variables in the hotel industry.
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