期刊名称：Revista de Estudios Empresariales. Segunda Época
印刷版ISSN：0213-8964
电子版ISSN：1988-9046
出版年度：2018
期号：2
语种：English
出版社：Universidad de Jaén
摘要：The business interactions between front-line employees and customers are crucial to evaluating service quality and for a business’ performance. A gap has been identified in the literature on both the customer orientation of service employees (COSE) and family businesses (FBs); both concepts never have been studied together before. Due to this fact, we present a concept that develops a theoretical model based on Hennig-Thurau (2004). This model drives research about the COSE and FBs in the hotel sector. The two main contributions are the following: (1) electronic word-of-mouth (eWOM) is proposed as a consequence of COSE within FBs and (2) a questionnaire has been developed from relevant subscales to measure COSE and two possible consequences derived from it (Customer Satisfaction and eWOM). A database from Iberic Balance Analysis System (SABI) has been selected to study these variables in the hotel sector, and it will be used in a proposed future empirical study that is expected to provide support for the theory.
其他摘要：Las interactuaciones de los empleados de servicios con los clientes son cruciales para el reflejo de la calidad del servicio, y para los beneficios de la empresa. Se ha identificado un hueco sin cubrir dentro de la literatura de Customer Orientation of Service Employees(COSE) y Family Businesses (FBs), los dos conceptos nunca se han investigado juntos antes. Debido a este hecho, se presenta un artículo conceptual que desarrolla un modelo teórico basado en Hennig-Thurau (2004). Las dos principales contribuciones son: (1) electronic Word of Mouth (eWOM) se propone como consecuencia de COSE, (2) se ha desarrollado un cuestionario, a raíz de importantes subescalas, para medir COSE y dos posibles consecuencias que derivan del concepto (satisfacción del cliente y eWOM). Una base de datos procedente de SABI se ha seleccionado para estudiar estas variables en el sector hotelero, lo cual se propone para en un futuro trabajo, y que se espera que le se soporte empírico a la teoría aportada.
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