'Universidad de Sevilla - Secretariado de Recursos Audiovisuales y Nuevas Tecnologias'
Abstract
Previous research has shown that commitment plays a key role in the development of stable
relationships between a service provider and its customers, and many authors have devoted
considerable attention to identifying its antecedents and consequences. The aim of this study is to
investigate these issues in the context of retail travel agencies, using structural equations as a statistical
technique. Results show the important role of a special type of commitment, the commitment
perceived by the customer, in tourism sector, where New Information Technologies are questioning
personal relationships and where the concept of customer loyalty has become critical for
differentiating from competitors
