¿Turistas o Inmigrantes Estadounidenses? Identidad y Economías Étnicas en Mazatlán, Sinaloa (México)
DOI:
https://doi.org/10.34019/2448-198X.2017.v3.10048Palavras-chave:
Transmigración, Turismo de larga estancia, Identidad, Economías étnicas, Migrantes estadounidenses, MazatlánResumo
En Mazatlán, Sinaloa, México, han surgido negocios de inmigrantes estadounidenses jubilados y/o turistas de estancia prolongada que construyen atmosferas “étnicas” de consumo en este puerto que alberga un alto número de este tipo de turistas y/o inmigrantes. En dicha ciudad la presencia de los turistas y/o inmigrantes estadounidenses, así como los negocios propiedad de sus connacionales, es importante y ha ido en aumento. El objetivo de este artículo consistió en analizar los conceptos de turismode estancia prolongada y de transmigración, por un lado, y de identidad y economía étnica, por otro, que nos acercan a un conocimiento mayor de inmigrantes jubilados y/o turistas de estancia prolongada que han creado espacios de identidad y negocios en un país distintoal suyo. Para tal propósito, el ensayo, a través de una entrevista aplicada a catorce empresarios estadounidenses, concluye con el análisis de algunos aspectos del perfil económico, social, turístico y cultural de las pequeñas empresas establecidas en Mazatlán que son propiedad de inmigrantes y/o turistas estadounidenses.Downloads
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Referências
Agus, A., Barker, S., and Kandampully, J. (2007). “An exploratory study of service quality in the Malaysian public service sector”. International Journal of Quality & Reliability Management, 24(2), 177-190.
Anderson, E.W. (1996), "Customer satisfaction and price tolerance", Marketing Letters,Vol. 7, pp. 19-30.
Baker, Julie, Dhruv Grewal, and A. Parasuraman. 1994. "The Influence of Store Environment on Quality Inferences and Store Image." Journal of the Academy of Marketing Science 22 (Fall): 328-339.
Berry, L. L. and L. G. Gresham (1995), "Relationship retailing: Transforming customers into clients," in Relationship Marketing for Competitive Advantage Winning and Keeping Customers, A. Payne and M. Christopher andM. Clark and H.Peck, Eds. Oxford: ButterworthHeinemann, 75-82.
Bellenger, D.N., Steinberg, E. and Stanton, W. (1976), "The congruence of store image and self image: as it relates to store loyalty", Journal of Retailing, Vol. 52, pp. 17-32.
Biong, H. (1993), "Satisfaction and loyalty to suppliers within the grocery trade", European Journal of Marketing, Vol. 27, pp. 21-38.
Bloemer, J. (1998). “Investigating derivers of bank loyalty: the complex relationship between image, service quality and satisfaction”. International Journal of Bank Marketing, 16(7), 276-286.
Bowen, J. T. and S. Shoemaker (1998), "Loyalty: A strategic commitment," Cornell Hotel and Restaurant Administration Quarterly, 39 (1), 12-25.
Carev, D. (2008). “Guest satisfaction and guest loyalty study for hotel industry”. College of Applied Science and Technology, Pro Quest.database.
Caruana, A. (2002). “Service loyalty. The effects of servic quality and the mediating role of customer satisfaction”, European Journal of Marketing, 36(7/8), 811-828.
Clow, K, E. (1993). “Building a competitive advantage for service firms”. International Journal of ServiceMarketin g, 7(1), 22-32.
Crosby, L.A., Evans, K. and Cowles, D. (1990), "Relationship quality in services selling: an interpersonal influence perspective", Journal of Marketing, Vol. 54, pp. 68-81.
Crosby, P B (1984). Paper presented to the “Bureau de Commerce,” Montreal, Canada (Unpublished), November
Czepiel, J.A. (1990), "Managing relationships with customers: a differentiation philosophy of marketing", in Bowen, D.E., Chase, R.B. and Cummings, T.G. (Eds), Service Management Effectiveness, Jossey-Bass Publishers, San Francisco, CA, pp. 299-
Czepiel, J.A. and Gilmore, R. (1987), "Exploring the concept of loyalty in services", in Czepiel, J.A., Congram, C.A. and Shanahan, J. (Eds), The Services Marketing Challenge: Integrating for Competitive Advantage, AMA, Chicago, IL, pp. 91-4
Day, G.S. (1969), "A two-dimensional concept of brand loyalty", Journal of Advertising Research, Vol. 9, pp. 29- 36.
DeKimpe, M.G., Steenkamp, J.-B.E.M., Mellens, M. and Vanden Abeele, P. (1998), “Decline and variability in brand loyalty", International Journal of Research in Marketing,Vol. 14, pp. 405-20.
Dick, A.S. and Basu, K. (1994), "Customer loyalty: toward an integrated conceptual framework", Journal of the Academy of Marketing Science, Vol. 22,pp. 99-113.
Diekhoff, George. (1992). Statistics for the Social and Behavioral Sciences: Univariate, Bivariate andMul tivariate. Wm. C. Brown Publishers
Duncan, E., and Elliot, G. (2002). “Customer service quality and financial performance among Australian retail financial institutions”, Journal of Financial Services Marketing, 7(1), 25-41.
Dwyer, F.R., Schurr, P.H. and Oh, S. (1987), "Developing buyer-seller relationships", Journal of Marketing, Vol. 51, pp. 11-27.
Ehigie, B. O. (2006). “Correlates of customer loyalty to their bank: a case study in Nigeria”. International Journal of Bank Marketing,24(7), 494-508.
Ehigie, B. O. (2006). “Correlates of customer loyalty to their bank: a case study in Nigeria”. International Journal of Bank Marketing, 24(7), 494-508.
Eiglier, P and Langeard, E (1987). “Servuction, Le Marketing des Service”s, Paris: McGraw-Hill.
Evanschitzky,H. and Wunderlich, M. (2006), An Examination of Moderator Effects in the Four-Stage Loyalty Model”, Journal of Service Research, 8, 4, 330-345.
Fisher, A. (2001). “Winning the battle for customers”, Journal of Financial Services Marketing, 6(2), 77-83.
Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Bryant, B.E. (1996), "The American customer satisfaction, index: nature, purpose and findings", Journal of Marketing, Vol. 58, pp. 7-18.
Gremler, D.D. and Brown, S.W. (1996), "Service loyalty; its ature, importance and implications", in Edvardsson, B., Brown, S.W., Johnston, R. and Scheuing, E. (Eds), QUIS V: Advancing Service Quality: A Global Perspective, ISQA, New York, NY, pp. 171-81.
Gremler, D. D., K. Gwinner, and M. Bitner (1997), "An empirical examination of relational benefits in services industries: What so customers receive from the relationship?" Marketing Theory and Applications AMA Winter Educators' Conference, Chicago, IL, 241-242.
Gronroos, C. (1984). “A service quality model and its marketing implications”, European Journal of Marketing, 18(4), 36-44.
Gwinner, K. P., D. D. Gremler, and M. Bitner (1998), "Relational benefits in services industries: The customer's perspective," Journal of the Academy of Marketing Science, 26 (2), 101-114.
Hallowell, R. (1996), "The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study", International Journal of Service Industry Management, Vol. 7, pp. 27-42. Indian brand Equity Foundations(IBEF), 2015, Service Sector in India (Online). Available from: http://www.ibef.org/industry/services.aspx [Accesed on 1/7/15]
Jabnoun N, Chaker M (2003). Comparing the quality of private and public hospitals. Managing Serv. Qual., 13(4): 290-299.
Jain V, Gupta S, Jain S (2012), “Customer Perception on Service Quality in Banking Sector: With special reference to Indian Private Banks in Moradabad Region”, IJRFM, Volume 2, Issue 2, ISSN: 2231-5985, 597-610.
Juran, J M (1988). “Juran on Planning for Quality”, New York: The Free Press
Kandampully, J. (1998). “Service Quality to service loyalty: a relationship which goes beyond customer services”, Total Quality Management & Business Excellence,9(6), 431-443.
Keaveney, S.M. (1995), "Customer switching behaviour in service industries: an exploratory study", Journal of Marketing,Vol. 59, pp. 71-82.
Kim-Soon N, Rahman A , Visvalingam L,” SERVQUAL: Can It Be Used to Differentiate Guest’s Perception of Service Quality of 3 Star from a 4 Star Hotel” International Business Research; Vol. 7, No. 7; 2014 ISSN 1913-9004 E-ISSN 1913-9012.
Kish, J. (2000). “Before your customers leave”, Bank Marketing, 32(2), 30.
Kline, P. (2000). The handbook of psychological testing (2nd ed.). London: Routledge, page 13
Kumar, B., Banga, G., Thapar, J. (2011), “An Assessment of Service Quality of Hotel Industry”, Pacific Business Review International, 4(1), pp.13-30.
Lee, B. A. and Zeiss, C.A. (1980), "Behavioral commitment to the role of sport consumer: an exploratory analysis", Sociology and Social Research, Vol. 64, pp. 405-19.
Lehtinen, U., and Lehtinen, J.R. (1982). “Service qualitya study of dimensions”, unpublished working paper, Service Management Institute, Helsinki, 439-460
Levesque, T.J., and McDougall, G.H.G. (1996). “Determinants of customer satisfaction in retail banking”, International Journal of Bank Marketing,14(7), 12-20.
Lewis, R.C., and Booms, B.H. (1983). The marketing aspects of service quality. Emerging Perspectives in Service Marketing,in Berry, L.L., Shostack, G. and Upah, G. (Eds) American Marketing Association, Chicago, IL 99-107.
Liljander, V. and Strandvik, T. (1995), "The nature of customer relationships in services", in Swartz, T.A., Bowen, D. and Brown, S.W. (Eds), Advances in Services Marketing Management, Vol. 4, pp. 141-67.
Liljander, V., & Strandvik, T. (1993). “Estimating Zones of Tolerance in Perceived Service Quality and Perceived Service Value”, International Journal of Service Industry Management, 4(2), 6-28.
Macintosh, G. and Lockshin, L.S. (1998), "Retail relationships and store loyalty; a multilevel perspective", International Journal of Research in Marketing, Vol. 14, pp. 487-98.
Malik, Eshan M, Naeem, Basharat, Arif, Zoune(2011).,“How Do Service Quality Perceptions Contribute in Satisfying Banking Customers?” Interdisciplinary Journal of Contemporary Research in Business Vol 3, No. 8, December 2011,646-653.
Mesay Sata Shanka (2012), “Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector” Journal of Business Administration and Management Sciences ResearchVol. 1(1), pp. 001-009.
Mittal, V., & Kamakura, W.A. (2001). “Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics”, Journal of Marketing Research, Vol. 38(1), 131-142.
Newman, J.W. and Werbel, R.A. (1973), "Multivariate analysis of brand loyalty for major household appliances", Journal of Marketing Research, Vol. 10, pp. 404-9.
Newman, K. (2001). “Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank”, International Journal of Bank Marketing, 19(3), 126-139.
Nunnally, Jum. C., (1978) Psychometric Theory. New York: McGraw-Hill. 2nd ed. 95–109.
Omanukwue, E. (2011) “Perception of Service Quality in Boutique Hotel Le Six Paris”.58-61
Ostrowski, P.L., O’Brien, T. and Gordon, G. (1993), "Service quality and customer loyalty in the commercial airline industry", Journal of Travel Research, Vol. 32, pp.16-24.
Panda, T. K. (2003). “Creating customer lifetime value through effective CRM in financial services industry”, Journal of Services Research, 2(2), 157-171.
Parasuraman, A. & Berry, L. L. (1991).“Marketing for Services: Competing through Quality”.The Free Press, New York, NY.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”. Journal of Retailing,64(1),Spring.
Parasuraman, A., Zeithaml, V.A., and Berry, L.L. (1985). “A conceptual model of service quality and its implications for future research”. Journal of Marketing, 49, Fall.
Peeler, G. H. (1996). “Selling in the quality era”. Blackwell Business, USA
Portela, M.C.A.S., and Thanassoulis, E. (2005). “Profitability of a sample of Portuguese bank branches and itsde composition into technical and allocative components”. European Journal of Operational Research, 162(3), 850-866.
Reichheld, F. F. (1993), "Loyalty-based management,” Harvard Business Review(March-April), 64-73.
Selnes, F. (1993), "An examination of the effect of product performance on brand reputation, satisfaction and loyalty", European Journal of Marketing,Vol. 27, pp. 19- 35.
Sheth, Jagdish N. and Atul Parvatiyar (1995), "Relationshipma rketing in consumer markets: Antecedents and consequences," Journal of the Academy of Marketing Science,23 (4), 255-271.
Snyder, D.R. (1986), "Service loyalty and its measurement: a preliminary investigation", in Venkatesan, M., Schmalensee, D.M. and Marshall, C. (Eds), Creativity in Service Marketing: What's New, What Works, What's Developing, AMA, Chicago, IL, pp. 44-8.
Storbacka, K., Strandvik, T. and Gronroos, C. (1994), "Managing customer relationships for profit: the dynamics of relationship quality", International Journal of Service Industry Management, Vol. 5, pp. 21-38
Sureshchander, G.S., Rajendran, C. and Anatharaman, R.N. (2002), “The relationship between service quality and customer satisfaction: a factor specific approach”, Journal of Services Marketing,Vol. 16 No. 4, pp. 363-79.
Szymigin, I., and Carrigan, M. (2001). “Wherefore customerloy alty?”, Journal of Financial Services Marketing, (2), 6-8.
Wong J (2002). Service quality measurement in a medical imaging department. Int. J. Health Care Qual. Assur. 15(2): 206-12
Zeithaml, V.A. and Bitner, M.J. (1996), “Services Marketing”, McGraw-Hill, New York, NY.
Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), "The behavioral consequences of service quality", Journal of Marketing,Vol. 60, pp. 31-46.
Anderson, E.W. (1996), "Customer satisfaction and price tolerance", Marketing Letters,Vol. 7, pp. 19-30.
Baker, Julie, Dhruv Grewal, and A. Parasuraman. 1994. "The Influence of Store Environment on Quality Inferences and Store Image." Journal of the Academy of Marketing Science 22 (Fall): 328-339.
Berry, L. L. and L. G. Gresham (1995), "Relationship retailing: Transforming customers into clients," in Relationship Marketing for Competitive Advantage Winning and Keeping Customers, A. Payne and M. Christopher andM. Clark and H.Peck, Eds. Oxford: ButterworthHeinemann, 75-82.
Bellenger, D.N., Steinberg, E. and Stanton, W. (1976), "The congruence of store image and self image: as it relates to store loyalty", Journal of Retailing, Vol. 52, pp. 17-32.
Biong, H. (1993), "Satisfaction and loyalty to suppliers within the grocery trade", European Journal of Marketing, Vol. 27, pp. 21-38.
Bloemer, J. (1998). “Investigating derivers of bank loyalty: the complex relationship between image, service quality and satisfaction”. International Journal of Bank Marketing, 16(7), 276-286.
Bowen, J. T. and S. Shoemaker (1998), "Loyalty: A strategic commitment," Cornell Hotel and Restaurant Administration Quarterly, 39 (1), 12-25.
Carev, D. (2008). “Guest satisfaction and guest loyalty study for hotel industry”. College of Applied Science and Technology, Pro Quest.database.
Caruana, A. (2002). “Service loyalty. The effects of servic quality and the mediating role of customer satisfaction”, European Journal of Marketing, 36(7/8), 811-828.
Clow, K, E. (1993). “Building a competitive advantage for service firms”. International Journal of ServiceMarketin g, 7(1), 22-32.
Crosby, L.A., Evans, K. and Cowles, D. (1990), "Relationship quality in services selling: an interpersonal influence perspective", Journal of Marketing, Vol. 54, pp. 68-81.
Crosby, P B (1984). Paper presented to the “Bureau de Commerce,” Montreal, Canada (Unpublished), November
Czepiel, J.A. (1990), "Managing relationships with customers: a differentiation philosophy of marketing", in Bowen, D.E., Chase, R.B. and Cummings, T.G. (Eds), Service Management Effectiveness, Jossey-Bass Publishers, San Francisco, CA, pp. 299-
Czepiel, J.A. and Gilmore, R. (1987), "Exploring the concept of loyalty in services", in Czepiel, J.A., Congram, C.A. and Shanahan, J. (Eds), The Services Marketing Challenge: Integrating for Competitive Advantage, AMA, Chicago, IL, pp. 91-4
Day, G.S. (1969), "A two-dimensional concept of brand loyalty", Journal of Advertising Research, Vol. 9, pp. 29- 36.
DeKimpe, M.G., Steenkamp, J.-B.E.M., Mellens, M. and Vanden Abeele, P. (1998), “Decline and variability in brand loyalty", International Journal of Research in Marketing,Vol. 14, pp. 405-20.
Dick, A.S. and Basu, K. (1994), "Customer loyalty: toward an integrated conceptual framework", Journal of the Academy of Marketing Science, Vol. 22,pp. 99-113.
Diekhoff, George. (1992). Statistics for the Social and Behavioral Sciences: Univariate, Bivariate andMul tivariate. Wm. C. Brown Publishers
Duncan, E., and Elliot, G. (2002). “Customer service quality and financial performance among Australian retail financial institutions”, Journal of Financial Services Marketing, 7(1), 25-41.
Dwyer, F.R., Schurr, P.H. and Oh, S. (1987), "Developing buyer-seller relationships", Journal of Marketing, Vol. 51, pp. 11-27.
Ehigie, B. O. (2006). “Correlates of customer loyalty to their bank: a case study in Nigeria”. International Journal of Bank Marketing,24(7), 494-508.
Ehigie, B. O. (2006). “Correlates of customer loyalty to their bank: a case study in Nigeria”. International Journal of Bank Marketing, 24(7), 494-508.
Eiglier, P and Langeard, E (1987). “Servuction, Le Marketing des Service”s, Paris: McGraw-Hill.
Evanschitzky,H. and Wunderlich, M. (2006), An Examination of Moderator Effects in the Four-Stage Loyalty Model”, Journal of Service Research, 8, 4, 330-345.
Fisher, A. (2001). “Winning the battle for customers”, Journal of Financial Services Marketing, 6(2), 77-83.
Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Bryant, B.E. (1996), "The American customer satisfaction, index: nature, purpose and findings", Journal of Marketing, Vol. 58, pp. 7-18.
Gremler, D.D. and Brown, S.W. (1996), "Service loyalty; its ature, importance and implications", in Edvardsson, B., Brown, S.W., Johnston, R. and Scheuing, E. (Eds), QUIS V: Advancing Service Quality: A Global Perspective, ISQA, New York, NY, pp. 171-81.
Gremler, D. D., K. Gwinner, and M. Bitner (1997), "An empirical examination of relational benefits in services industries: What so customers receive from the relationship?" Marketing Theory and Applications AMA Winter Educators' Conference, Chicago, IL, 241-242.
Gronroos, C. (1984). “A service quality model and its marketing implications”, European Journal of Marketing, 18(4), 36-44.
Gwinner, K. P., D. D. Gremler, and M. Bitner (1998), "Relational benefits in services industries: The customer's perspective," Journal of the Academy of Marketing Science, 26 (2), 101-114.
Hallowell, R. (1996), "The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study", International Journal of Service Industry Management, Vol. 7, pp. 27-42. Indian brand Equity Foundations(IBEF), 2015, Service Sector in India (Online). Available from: http://www.ibef.org/industry/services.aspx [Accesed on 1/7/15]
Jabnoun N, Chaker M (2003). Comparing the quality of private and public hospitals. Managing Serv. Qual., 13(4): 290-299.
Jain V, Gupta S, Jain S (2012), “Customer Perception on Service Quality in Banking Sector: With special reference to Indian Private Banks in Moradabad Region”, IJRFM, Volume 2, Issue 2, ISSN: 2231-5985, 597-610.
Juran, J M (1988). “Juran on Planning for Quality”, New York: The Free Press
Kandampully, J. (1998). “Service Quality to service loyalty: a relationship which goes beyond customer services”, Total Quality Management & Business Excellence,9(6), 431-443.
Keaveney, S.M. (1995), "Customer switching behaviour in service industries: an exploratory study", Journal of Marketing,Vol. 59, pp. 71-82.
Kim-Soon N, Rahman A , Visvalingam L,” SERVQUAL: Can It Be Used to Differentiate Guest’s Perception of Service Quality of 3 Star from a 4 Star Hotel” International Business Research; Vol. 7, No. 7; 2014 ISSN 1913-9004 E-ISSN 1913-9012.
Kish, J. (2000). “Before your customers leave”, Bank Marketing, 32(2), 30.
Kline, P. (2000). The handbook of psychological testing (2nd ed.). London: Routledge, page 13
Kumar, B., Banga, G., Thapar, J. (2011), “An Assessment of Service Quality of Hotel Industry”, Pacific Business Review International, 4(1), pp.13-30.
Lee, B. A. and Zeiss, C.A. (1980), "Behavioral commitment to the role of sport consumer: an exploratory analysis", Sociology and Social Research, Vol. 64, pp. 405-19.
Lehtinen, U., and Lehtinen, J.R. (1982). “Service qualitya study of dimensions”, unpublished working paper, Service Management Institute, Helsinki, 439-460
Levesque, T.J., and McDougall, G.H.G. (1996). “Determinants of customer satisfaction in retail banking”, International Journal of Bank Marketing,14(7), 12-20.
Lewis, R.C., and Booms, B.H. (1983). The marketing aspects of service quality. Emerging Perspectives in Service Marketing,in Berry, L.L., Shostack, G. and Upah, G. (Eds) American Marketing Association, Chicago, IL 99-107.
Liljander, V. and Strandvik, T. (1995), "The nature of customer relationships in services", in Swartz, T.A., Bowen, D. and Brown, S.W. (Eds), Advances in Services Marketing Management, Vol. 4, pp. 141-67.
Liljander, V., & Strandvik, T. (1993). “Estimating Zones of Tolerance in Perceived Service Quality and Perceived Service Value”, International Journal of Service Industry Management, 4(2), 6-28.
Macintosh, G. and Lockshin, L.S. (1998), "Retail relationships and store loyalty; a multilevel perspective", International Journal of Research in Marketing, Vol. 14, pp. 487-98.
Malik, Eshan M, Naeem, Basharat, Arif, Zoune(2011).,“How Do Service Quality Perceptions Contribute in Satisfying Banking Customers?” Interdisciplinary Journal of Contemporary Research in Business Vol 3, No. 8, December 2011,646-653.
Mesay Sata Shanka (2012), “Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector” Journal of Business Administration and Management Sciences ResearchVol. 1(1), pp. 001-009.
Mittal, V., & Kamakura, W.A. (2001). “Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics”, Journal of Marketing Research, Vol. 38(1), 131-142.
Newman, J.W. and Werbel, R.A. (1973), "Multivariate analysis of brand loyalty for major household appliances", Journal of Marketing Research, Vol. 10, pp. 404-9.
Newman, K. (2001). “Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank”, International Journal of Bank Marketing, 19(3), 126-139.
Nunnally, Jum. C., (1978) Psychometric Theory. New York: McGraw-Hill. 2nd ed. 95–109.
Omanukwue, E. (2011) “Perception of Service Quality in Boutique Hotel Le Six Paris”.58-61
Ostrowski, P.L., O’Brien, T. and Gordon, G. (1993), "Service quality and customer loyalty in the commercial airline industry", Journal of Travel Research, Vol. 32, pp.16-24.
Panda, T. K. (2003). “Creating customer lifetime value through effective CRM in financial services industry”, Journal of Services Research, 2(2), 157-171.
Parasuraman, A. & Berry, L. L. (1991).“Marketing for Services: Competing through Quality”.The Free Press, New York, NY.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”. Journal of Retailing,64(1),Spring.
Parasuraman, A., Zeithaml, V.A., and Berry, L.L. (1985). “A conceptual model of service quality and its implications for future research”. Journal of Marketing, 49, Fall.
Peeler, G. H. (1996). “Selling in the quality era”. Blackwell Business, USA
Portela, M.C.A.S., and Thanassoulis, E. (2005). “Profitability of a sample of Portuguese bank branches and itsde composition into technical and allocative components”. European Journal of Operational Research, 162(3), 850-866.
Reichheld, F. F. (1993), "Loyalty-based management,” Harvard Business Review(March-April), 64-73.
Selnes, F. (1993), "An examination of the effect of product performance on brand reputation, satisfaction and loyalty", European Journal of Marketing,Vol. 27, pp. 19- 35.
Sheth, Jagdish N. and Atul Parvatiyar (1995), "Relationshipma rketing in consumer markets: Antecedents and consequences," Journal of the Academy of Marketing Science,23 (4), 255-271.
Snyder, D.R. (1986), "Service loyalty and its measurement: a preliminary investigation", in Venkatesan, M., Schmalensee, D.M. and Marshall, C. (Eds), Creativity in Service Marketing: What's New, What Works, What's Developing, AMA, Chicago, IL, pp. 44-8.
Storbacka, K., Strandvik, T. and Gronroos, C. (1994), "Managing customer relationships for profit: the dynamics of relationship quality", International Journal of Service Industry Management, Vol. 5, pp. 21-38
Sureshchander, G.S., Rajendran, C. and Anatharaman, R.N. (2002), “The relationship between service quality and customer satisfaction: a factor specific approach”, Journal of Services Marketing,Vol. 16 No. 4, pp. 363-79.
Szymigin, I., and Carrigan, M. (2001). “Wherefore customerloy alty?”, Journal of Financial Services Marketing, (2), 6-8.
Wong J (2002). Service quality measurement in a medical imaging department. Int. J. Health Care Qual. Assur. 15(2): 206-12
Zeithaml, V.A. and Bitner, M.J. (1996), “Services Marketing”, McGraw-Hill, New York, NY.
Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), "The behavioral consequences of service quality", Journal of Marketing,Vol. 60, pp. 31-46.
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2018-05-11
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Noriega, B. E. P., & Gómez, A. S. (2018). ¿Turistas o Inmigrantes Estadounidenses? Identidad y Economías Étnicas en Mazatlán, Sinaloa (México). Revista Latino-Americana De Turismologia, 3(2), 24–37. https://doi.org/10.34019/2448-198X.2017.v3.10048
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