Segmentando clientes a partir del valor del servicio. Una aproximación en el contexto de la relación entre empresas | Cuadernos de Economía y Dirección de la Empresa CEDE

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Jiménez martínez, M.ª J. Martín de hoyos" "autores" => array:2 [ 0 => array:2 [ "nombre" => "J." "apellidos" => "Jiménez martínez" ] 1 => array:2 [ "nombre" => "M.ª J." "apellidos" => "Martín de hoyos" ] ] ] ] ] "idiomaDefecto" => "es" "EPUB" => "https://multimedia.elsevier.es/PublicationsMultimediaV1/item/epub/S1138575807700816?idApp=UINPBA00004N" "url" => "/11385758/0000001000000031/v1_201305081300/S1138575807700816/v1_201305081300/es/main.assets" ] "es" => array:12 [ "idiomaDefecto" => true "titulo" => "Segmentando clientes a partir del valor del servicio. Una aproximación en el contexto de la relación entre empresas" "tieneTextoCompleto" => 0 "paginas" => array:1 [ 0 => array:2 [ "paginaInicial" => "31" "paginaFinal" => "66" ] ] "autores" => array:1 [ 0 => array:3 [ "autoresLista" => "I. Gil saura, G. Berenguer contrí, M. González-Gallarza, M.ª Fuentes blasco" "autores" => array:4 [ 0 => array:4 [ "nombre" => "I." "apellidos" => "Gil saura" "email" => array:1 [ 0 => "irene.gil@uv.es" ] "referencia" => array:1 [ 0 => array:2 [ "etiqueta" => "*" "identificador" => "aff0005" ] ] ] 1 => array:4 [ "nombre" => "G." "apellidos" => "Berenguer contrí" "email" => array:1 [ 0 => "gloria.berenguer@uv.es" ] "referencia" => array:1 [ 0 => array:2 [ "etiqueta" => "*" "identificador" => "aff0005" ] ] ] 2 => array:4 [ "nombre" => "M." "apellidos" => "González-Gallarza" "email" => array:1 [ 0 => "mggallarza@ucv.es" ] "referencia" => array:1 [ 0 => array:2 [ "etiqueta" => "**" "identificador" => "aff0010" ] ] ] 3 => array:4 [ "nombre" => "M.ª" "apellidos" => "Fuentes blasco" "email" => array:1 [ 0 => "mfuebla@upo.es" ] "referencia" => array:1 [ 0 => array:2 [ "etiqueta" => "***" "identificador" => "aff0015" ] ] ] ] "afiliaciones" => array:3 [ 0 => array:3 [ "entidad" => "Departamento de Comercialización e Investigación de Mercados, Facultad de Economía, Universidad de Valencia, Edificio Departamental Oriental, Avda. dels Tarongers, s/n. 46022 Valencia" "etiqueta" => "*" "identificador" => "aff0005" ] 1 => array:3 [ "entidad" => "Facultad de Estudios de la Empresa. Universidad Católica San Vicente Mártir. C/ Guillem de Castro, 175. 46008 Valencia" "etiqueta" => "**" "identificador" => "aff0010" ] 2 => array:3 [ "entidad" => "Departamento de Dirección de Empresas. Facultad de Ciencias Empresariales. Universidad Pablo de Olavide Ctra. Utrera, km. 1 43013 Sevilla" "etiqueta" => "***" "identificador" => "aff0015" ] ] ] ] "pdfFichero" => "main.pdf" "tienePdf" => true "PalabrasClave" => array:2 [ "es" => array:1 [ 0 => array:4 [ "clase" => "keyword" "titulo" => "Palabras clave" "identificador" => "xpalclavsec130543" "palabras" => array:3 [ 0 => "Valor" 1 => "satisfacción" 2 => "respuesta conductual del cliente Clasificación" ] ] ] "en" => array:1 [ 0 => array:4 [ "clase" => "keyword" "titulo" => "Key words" "identificador" => "xpalclavsec130544" "palabras" => array:3 [ 0 => "Value" 1 => "satisfaction" 2 => "behavioral response of the costumer" ] ] ] ] "tieneResumen" => true "resumen" => array:2 [ "es" => array:2 [ "titulo" => "Resumen" "resumen" => "Se argumenta en la literatura de marketing de servicios que el proceso de servicio puede ser el antecedente más importante de la evaluación que el cliente hace sobre su resultado, y que en ese juicio evaluativo último, el valor del servicio adquiere un papel esencial al explicar la retención del cliente. Sin embargo, las características de este proceso de creación no han sido extensamente estudiadas, especialmente en un contexto de relación entre empresas. El objetivo de este trabajo es proponer y testar un esquema conceptual que explore las relaciones existentes entre el valor, la satisfacción y la respuesta conductual del cliente, recogiendo la propuesta de Parasuraman, quien reconoce la exigua investigación desarrollada en torno a estos tópicos en el contexto business-to-business. Todo ello considerando que la delimitación de estas variables puede dar la oportunidad de examinar la existencia de heterogeneidad en el mercado y averiguar el potencial de proceder a la identificación de segmentos de clientes. Los resultados de nuestra investigación señalan que las percepciones en torno a las interacciones en un encuentro de servicio y el valor del servicio percibido son elementos clave para explicar la heterogeneidad del mercado y la respuesta conductual del cliente organizacional." ] "en" => array:2 [ "titulo" => "Abstract" "resumen" => "The literature on service marketing has claimed that the service process can be the most important antecedent to customer's evaluation of the service results; besides during this final assessment, the service value acquires an essential role that helps explaining the reasons why a customer remains. However, the characteristics of this creation process have not been extensively researched, especially in the context of the relationship among firms. The aim of this paper is to propose and test a conceptual outline that explores the relationships between value, satisfaction and the behavioral response of the customer. We will follow Parasuraman's approach, who admits that these topics have been scarcely investigated in the business-to-business context. We therefore can get a chance of examine the existing heterogeneity in the market and to find out the potential of this heterogeneity when identifying customers segments. The results of our research highlight that the perceptions that a customer gets from the interactions that take place during the service encounter and the perceived value are the two key elements to explain the heterogeneity of the market and the response of the organizational customer." ] ] "NotaPie" => array:1 [ 0 => array:2 [ "etiqueta" => "☆" "nota" => "Las autoras agradecen a los revisores anónimos sus valiosos comentarios y sugerencias." ] ] "bibliografia" => array:2 [ "titulo" => "Referencias bibliográficas" "seccion" => array:1 [ 0 => array:2 [ "identificador" => "bibs0005" "bibliografiaReferencia" => array:137 [ 0 => array:3 [ "identificador" => "bib1" "etiqueta" => "Anderson et al., 1994" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Customer satisfaction, market share, and profitability: findings from Sweden" "autores" => array:1 [ 0 => array:2 [ …2] ] ] ] "host" => array:1 [ 0 => array:1 [ "Revista" => array:5 [ 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Segmentando clientes a partir del valor del servicio. Una aproximación en el contexto de la relación entre empresas

I. Gil saura

, G. Berenguer contrí

, M. González-Gallarza**, M.ª Fuentes blasco***

* Departamento de Comercialización e Investigación de Mercados, Facultad de Economía, Universidad de Valencia, Edificio Departamental Oriental, Avda. dels Tarongers, s/n. 46022 Valencia

** Facultad de Estudios de la Empresa. Universidad Católica San Vicente Mártir. C/ Guillem de Castro, 175. 46008 Valencia

*** Departamento de Dirección de Empresas. Facultad de Ciencias Empresariales. Universidad Pablo de Olavide Ctra. Utrera, km. 1 43013 Sevilla

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Información del artículo

ISSN: 11385758
Idioma original: Español

DOI:10.1016/S1138-5758(07)70082-8

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2015 Octubre	8	6	14
2015 Septiembre	3	4	7
2015 Agosto	6	7	13
2015 Julio	2	3	5
2015 Junio	5	5	10
2015 Mayo	16	4	20
2015 Abril	9	5	14
2015 Marzo	6	5	11
2015 Febrero	14	2	16
2015 Enero	10	3	13
2014 Diciembre	17	6	23
2014 Noviembre	15	2	17
2014 Octubre	19	1	20
2014 Septiembre	16	2	18
2014 Agosto	10	1	11
2014 Julio	20	1	21
2014 Junio	22	1	23
2014 Mayo	18	2	20
2014 Abril	11	8	19
2014 Marzo	36	13	49
2014 Febrero	25	12	37
2014 Enero	26	10	36
2013 Diciembre	28	14	42
2013 Noviembre	51	22	73
2013 Octubre	55	24	79
2013 Septiembre	36	24	60
2013 Agosto	40	20	60
2013 Julio	45	12	57
2013 Junio	28	18	46
2013 Mayo	23	11	34
2013 Abril	23	8	31
2013 Marzo	26	17	43
2013 Febrero	18	11	29
2013 Enero	21	5	26
2012 Diciembre	21	8	29
2012 Noviembre	17	14	31
2012 Octubre	9	3	12
2012 Septiembre	6	2	8
2012 Enero	78	0	78

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