Bibliometric analysis over research on “client satisfaction”

The objective of this study is to analyze publication’s evolution on the topic of client satisfaction using the Scopus database in the English language for the period 1954-2016. The methodology used in this paper is a literature review conducted on 2753 scientific articles and 156 journals. After establishing 100 top publications topics on client satisfaction, the contributors find that authors used almost the same methods of research and data collection. The main results demonstrate the increase of interest over the theme in different social and economic sciences, as well as in different countries. Important scientific journals also increase the number of publications on client satisfaction. Besides the high interest over this theme in the academia, the international literature reviews are still scarce. The approach, based on the construction of a database using a systematic selection process that was applied to the English language publications on social and economic science areas, is a valid tool that can be applied for literature reviews in all areas within social and economic sciences. To the contributors knowledge, the bibliometric analysis is applied for the first time on client satisfaction, so this is also a novel aspect of the paper to highlight

The antecedents and consequences of customer satisfaction in tourism: a systematic literature review

Purpose – The aim of this paper is to provide empirical guidance on those antecedents and consequences of customer satisfaction (CS) that may be included in the tourism sector and based on a systematic literature review. Design/methodology/approach – Undertaken through a review of 495 papers that have been published in 41 journals since 1988 and up to 2016 (a 29-year period). A more detailed understanding and discussion is also provided, which has been based on the analysis of the 100 most-cited articles. Findings – The theoretical models and the empirical applications provided depend to some extent on the sector under analysis. Nevertheless, the most popular determinants and consequences are service quality and loyalty (recommendation and revisiting), respectively. CS antecedents have been studied more than CS consequences. Research limitations/implications – The analysis has been based solely on English language articles that appear in Scopus. As a result, the geographical areas and the tourist sectors are definitely biased by this selection, and the results cannot be easily transferred to other geographical areas or tourist sectors. Practical implications – The results obtained from the study have relevant empirical and practical implications for hospitality researchers and practitioners. Firstly, the selected papers may be used as a valid starting point to research CS with respect to antecedents and consequences. Hospitality managers can also benefit from a better understanding of this triplet in tourism. Originality/value – This study is the first attempt to provide a systematic literature review on the antecedents and consequences of CS in tourism. Thus, researchers in the field will be able to begin their work with a complete and comprehensive model that considers the main antecedents and consequences of CS in tourism

Dolceta online consumer education: development of the financial education module in Spain

Dolceta (Development of online consumer education tool for adults) is an ongoing project involving 28 countries of the European Union, with support from the  European Commission. The main objective of this paper is to describe how the  Dolceta module on financial education was constructed in the case of the Spanish platform, how decisions related to this module were made, and the cooperation and coordination processes developed to construct the contents and activities of this module in line with the other participating European countries. Thus, we intend to describe the organization and development at the European level of a learning experience through the use of new information and communication technologies (ICT) in the fields of financial and consumer education, in order to publicize this experience and to guide other similar initiatives, especially at an early stage

Bibliometric analysis over research on "client satisfaction"

DOI: 10.21511/ppm.15(1).2017.10 https://businessperspectives.org/journals/problems-and-perspectives-in-management/issue-1-contents/bibliometric-analysis-over-research-on-client-satisfaction Filiació URV: SIThe objective of this study is to analyze publication's evolution on the topic of client satisfaction using the Scopus database in the English language for the period 1954-2016. The methodology used in this paper is a literature review conducted on 2753 scientific articles and 156 journals. After establishing 100 top publications topics on client satisfaction, the contributors find that authors used almost the same methods of research and data collection. The main results demonstrate the increase of interest over the theme in different social and economic sciences, as well as in different countries. Important scientific journals also increase the number of publications on client satisfaction. Besides the high interest over this theme in the academia, the international literature reviews are still scarce. The approach, based on the construction of a database using a systematic selection process that was applied to the English language publications on social and economic science areas, is a valid tool that can be applied for literature reviews in all areas within social and economic sciences. To the contributors knowledge, the bibliometric analysis is applied for the first time on client satisfaction, so this is also a novel aspect of the paper to highlight

¿Cuánto cuesta el personal según el tipo de aerolínea y su ubicación geográfica en Europa? Un análisis comparativo

El objetivo principal de este estudio es establecer la relación entre el coste por empleado, los diversos tipos de aerolíneas y las diferentes zonas geográficas de Europa donde estas están ubicadas. Por tipo de aerolínea, se analizan empresas tradicionales de líneas aéreas (las principales operadoras, aerolíneas regionales y chárteres) y las aerolíneas de bajo coste. Por zona geográfica, distinguimos entre cuatro regiones diferentes (Europa occidental, Europa del este, Reino Unido y países nórdicos). Con este fin, se aplicaron tres pruebas estadísticas (chi-cuadrado, anova y el test de Haberman) para verificar si existe asociación y relación entre las variables seleccionadas. Se trabajó con una muestra de 152 compañías aéreas para el periodo 2008-2013. Los resultados del estudio muestran la relación entre la zona geográfica y el coste de los empleados. Sin embargo, no se ha detectado una asociación entre el tipo de aerolínea y el coste de los empleados.The aim of this study is to establish the relation between the cost per employee, the different types of airlines and the various geographical regions these airlines are located in Europe. By type, traditional airlines (main operators, regional airlines and charter airlines) and low cost airlines are analyzed. By geographic zone we identify four different regions (Western and Eastern Europe, United Kingdom and Nordic countries). In order to verify whether there is relation among the selected variables, three statistical tests (Chi square, anova and Haberman test) were applied to a sample of 152 airlines for the period 2008-2013. Results display a relation between geographic zone and staff-related costs; however, no connection has been spotted between the latter variable and the type of airline

The Role of Nationality and Hotel Class on Guests’ Satisfaction. A Fuzzy-TOPSIS Approach Applied in Saint Petersburg

Although hotels usually have clients from different nationalities, the research analyses the multicultural effects on hotel customers’ satisfaction is still scant. This paper aims to contribute to the realm of hotel management by providing interesting managerial insights into how different nationalities perceive hotel attributes differently using two hotels located in Saint Petersburg as a case study. To that end, a fuzzy hybrid method based on the technique of similarity to ideal solution (FTOPSIS) is proposed. The results are based on a sample of 447 guests and show that: (1) nationality influences the hotel guests’ satisfaction; (2) customers are, in general, more elastic in three-star hotels than in four-star hotels; (3) welcome gifts in the room and in the bathroom are key attributes in the clients’ satisfaction; and (4) Italian and Spanish guests are the least and the most satisfied customers, respectively. The study offers a number of important managerial insights to hotel managers and practitioners. The average figures obtained by general hotel satisfaction surveys usually hinder important peculiarities that need to be addressed when managers develop strategic satisfaction enhancement programmes. In particular, our results show that managers need to adapt the programmes to the differences observed by nationalities

Estratexia económica e financeira das empresas do sector da construción en España durante o período 2008-2012

A economía española foi historicamente dependente do sector da construción. Antes da crise económica, o sector da construción presentaba unha aportación ao PIB do 13% en 2006. O crecemento das empresas construtoras con menos de 20 traballadores, que representaban o 97% do sector, foi do 140,13% no período 1999-2009. A partir de 2009 obsérvase un descenso de empresas ata niveis da década dos 90. Analízase neste artigo a estratexia financeira e económica que seguiron as empresas construtoras que superaron o período 2008-2012. Realizouse unha análise cuantitativa do balance de situación e da conta de resultados de 271 empresas construtoras. A mostra foi selecionada do SABI (Sistema de Análise de Balances Ibéricos) e incluíronse as medianas e grandes empresas construtoras que mantiveron tanto o seu volume de ingresos como o número de empregados contratados.Historically, the Spanish economy has been dependent on the construction sector. Before the economic crisis, the construction sector made a contribution of 13% to the GDP in 2006. During the 1999-2009 period, construction companies with less than 20 employees, which represented 97% of the industry, had a growth of 140.30%. From 2009 the number of companies decreased to levels similar to those in the 1990s. This paper analyzes the financial and economic strategy followed by construction companies which overcame the 2008-2012 period. A quantitative analysis was made of balance sheets and profit and loss accounts which belong to 271 construction companies. The samples have been selected from the Iberian Balance Sheets Analysis system (SABI). Big and mediumsized construction companies which have maintained their income volume and the number of hired employees were included.Sin financiación0.157 SJR (2015) Q4, 448/245 Economics and econometricsUE

The diversity of the top management team and the survival and success of international companies: The case of Spanish companies with foreign direct investment in China

There is an important stream of research in internationalisation studies about the influence of governing bodies on organisational expansion strategies. Using Upper Echelon Theory, this paper aims to analyse how the diversity of the top management team affects the success and survival of the company abroad. Data were collected from Spanish companies with foreign direct investment in China during the period 2012-2013. China was chosen as the host country because it is the world’s largest recipient of FDI and because of the considerable cultural and geographical differences between China and Spain, which make the investments especially risky and uncertain. Therefore, it deserves additional research. The results indicate that a top management team with members of very different ages has a negative impact on the success of the company abroad because the generational differences introduce different opinions into decision-making process. However, gender diversity increases the survival of the company. Survival is also greater if the company is smaller because it is more flexible and has a greater ability to adapt to market contingencies