Comportamiento preferido por los consumidores en dos industrias: el caso de los consumidores mexicanos

J. Barragán; A. Saran

doi:10.29105/rinn3.5-6

Autores/as

J. Barragán Universidad Autónoma de Nuevo León
A. Saran University of Texas Pan American

DOI:

https://doi.org/10.29105/rinn3.5-6

Resumen

La interacción que ocurre entre un proveedor de servicio y un cliente ha recibido una cantidad significativa de atención en la corriente de la investigación de los servicios. Sin embargo, todavía hay poco conocimiento en lo que respecta a la forma en cómo los consumidores califican o evalúan su encuentro con un servicio, e incluso menos investigación existe sobre los factores de importancia para los consumidores en diversos países con excepción de los EE.UU. Utilizando a consumidores mexicanos, un grupo de comportamientos (atención, cortesía, amistad, y rapidez ) fue investigado para determinar su importancia relativa en interacciones con encuentros en
servicios médicos y en restaurantes, así como su impacto en la satisfacción con esos proveedores de servicios. La rapidez resultó el único comportamiento que no tenía un efecto en la satisfacción que refleja una sociedad con una orientación más alta para los comportamientos orientados a los estándares mas altos de satisfacción.

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