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This study aims to examine how technologies contribute to consumer loyalty in the tourist industry. To achieve this objective, information and communication technology (ICT) development and electronic word-of-mouth (eWOM) are analysed to explore their direct and indirect effects on satisfaction and loyalty dimensions. The moderating role of customer characteristics (personal and experience-related variables) is also considered to study the complex relationship between satisfaction and loyalty.

A quantitative study based on a questionnaire structured was developed. The survey was conducted with 386 guests from Spanish hotels. SEM methodology is applied to estimate the structural equation model and multi-group analysis.

Results confirm significant relationships in the sequence “ICT advancement-satisfaction with ICT-satisfaction with hotel-loyalty”, the mediating effect of eWOM and the moderating effects of the customer characteristics.

ICT can be a key element to improve loyalty and differentiate from competitors. Managers should recognise that customers will have different loyalty behaviours according to their personal characteristics and type of experience.

This paper contributes to the recent and still scanty research line on ICT advancement from the consumer perspective. The novelty lies in the relationships between ICT, satisfaction and loyalty in hotels with particular attention to WOM (both personal and electronic) and the inclusion of different moderating variables.

本论文旨在评估科技在旅游产业顾客忠诚中的作用。为此, 本论文分析了ICT研发和eWOM对顾客满意和顾客忠诚的直接和间接影响。本论文还分析了顾客特点（个人方面和体验方面的多个变量）在顾客满意和顾客忠诚之间的复杂关系的调节作用。

研究样本采集通过结构问卷的方式, 共搜集386位西班牙酒店顾客的问卷, 采用SEM方法做定量分析, 评估了结构方程模型和多组分析。

研究结果肯定了“ICT发展-顾客对ICT满意-顾客对酒店满意-顾客忠诚”这一系列逻辑关系。此外, 研究结果还肯定了eWOM的间接作用, 以及顾客特点的调节作用。

研究表明ICT可以作为提高顾客忠诚和区分竞争者的关键因素。经营者应该认识到不同的顾客特点和体验类别对顾客忠诚有着不同的作用。

本论文对从消费者角度出发研究ICT发展的稀少文献有着显著贡献。其特别之处在于本论文整体研究了对ICT、顾客满意、酒店忠诚、WOM（线上与线下）、以及多个调节变量等一系列关系。

：信息和通讯技术（ICT）、口碑效应（WOM）、在线口碑效应（eWOM）、顾客满意、顾客忠诚、酒店业

The literature recognizes the need to study differences in consumer behavior in highly competitive and dynamic markets. In this paper, the authors look at how the heterogeneous evaluation of retailing influences customer satisfaction and loyalty. The purpose of this paper is to analyze unobserved heterogeneity on customer value dimensions perceptions in retail establishments, and their potential effects on positive forms of behavioral outcomes considering customer satisfaction as a mediating variable.

On a sample of 820 retail customers, the authors apply a finite mixture structural equation modeling that analyzes unobserved heterogeneity simultaneously. In this model, the authors study the influence of heterogeneous perceptions of excellence, efficiency, entertainment and aesthetics on customer satisfaction and of satisfaction on word-of-mouth (WOM) referral and WOM activity.

The results show two latent segments where the intensity of causal relations varies, which means that the effect of value dimensions and satisfaction are over or underestimated when heterogeneity is ignored.

The main value of the paper has been to analyze the potential heterogeneity of value dimensions (intravariable approach), and their links with satisfaction and some dimensions of loyalty (intervariable approach). Customer heterogeneity must be studied to understand the satisfaction process and WOM responses in order to design more efficient and effective relationship marketing strategies.

Despite the importance of innovation in business performance, investigation into innovation in services is scanty and lacking consensus. In retailing, it is a topic that has been awakening considerable academic and business interest in recent years. In this study context, this work aims to analyse innovation in retail experiences from two aspects – marketing innovation and technological innovation – to understand the role it exercises in satisfaction and subsequent recommendation.

The authors’ objective is to investigate the direct and indirect influence of marketing and technological innovation on satisfaction and word-of-mouth (WOM) through three core constructs: store image, consumer value and store brand equity. SEM methodology is applied on a sample of 820 retail customers of grocery, clothing, furniture an electronics store.

The results show that technological innovation is more important than marketing innovation in shaping image, value and satisfaction. At the same time, store image is the variable that most influences customer satisfaction and that satisfaction is a very significant antecedent of WOM behaviour. Practical implications for retail managers and further research are presented.

The main value of this work has been to go deeper into the study of retail innovation, both in marketing and technologies, and its direct and indirect effects on satisfaction and subsequent recommendation through store image, consumer value and store brand equity. It is a new line of study, which is still fragmented and with little empirical evidence.

Social networking has provided the appropriate context to investigate Electronic Word of Mouth (eWOM) behaviour. Despite this, there are fewer studies from the recipient’s perspective. Under this premise, this paper aims to address the behaviour of adoption of online reviews to analyse the chain of relationships between the constructs of social influence, engagement with eWOM and adoption of eWOM in a poorly researched segment such as that of female consumers of cosmetics in Ecuador.

Partial Least Squares Structural Equation Modelling was used on a sample of 236 cosmetics consumers in Ecuador.

The results not only confirm the relationship between the variables and contribute to the understanding of behavioural patterns in a scarcely explored market, but also highlight implications crucial for brand and product marketing strategies on social media.

The focus on a specific demographic segment may limit the generalisability of the findings to broader populations. This suggests avenues for further investigation to enhance the robustness and applicability of the study’s findings.

The paper provides valuable insights for marketing and communication management.

This paper integrates the Information Acceptance Model and the Dual Process Theory, providing empirical insights into consumer behaviour with eWOM.

The word-of-mouth comments considered as the evaluation of a purchase experience have been widely discussed in the literature. Nevertheless, the study of online reviews pre-purchase stage remains limited. The purpose of this study is to analyze the variables that support word-of-mouth adoption in the choice of the hotel, from the receiver perspective.

The information was collected by face-to-face survey to 393 guests from 32 hotels in two Spanish cities. Structural equation modeling was applied to test the hypotheses.

The results confirm the significant and indirect effects of the motivations for conducting reviews on online word-of-mouth adoption. Specifically, the significant relationship chain of convenience and risk reduction motivations, intention to consult online comments, volume of comments exert a significant influence on acceptance the suggestions in online reviews and recommendations about the hotels.

The study of these variables advances the literature on online word-of-mouth by analyzing in-depth the antecedents of the purchase decision using technologies. From the practical point of view, the results help hotels managers to improve the way to share information by facilitating access to the accommodation experiences of other consumers.

The novelty of this research is mainly found in the study of how consumers modify their behavior using online word-of-mouth reviews. From the receiver perspective, consumer motivations, word-of-mouth volume and intention to consult serve as antecedents of purchase decision.

In tourism, the adoption of Information and Communication Technologies (hereinafter ICT) and variables concerning firms’ links with suppliers have been recognized as key determinants to improve companies’ competitiveness. From the perspective of efficient management of company resources, segmentation has become a key tool and is particularly significant and current in the business-to-business context. The purpose of this paper is to study the segmentation of firms in the tourist industry according to perceived ICT use and relationship value and benefits. In addition, from the management approach, the authors seek to describe the segments that enable the development of differentiated strategies aimed at consolidating relationship benefits in the long term.

Using a sample of 310 travel agencies who evaluated the relationship with their main supplier, the authors attempt to examine the utility of these variables as segmentation criteria for identifying heterogeneous groups.

The estimation of a finite mixture model suggests that these bases are able to discriminate firms into four latent segments with different levels of ICT use and relationship variables.

This research contributes to the understanding of the role that ICT and relationship variables have in the segmentation processes of tourism companies. Literature on segmentation in the business-to-business (B2B) context is limited and it is hard to find studies which apply latent methodology using behavioral criteria related to the use of ICT and relationship variables.

Segmentation of the tourism organizational market based on valuations of supplier relations and ICT use can help suppliers to design or adapt differentiation marketing strategies. Since agencies place the most value on confidence and value, tourism service suppliers should focus their efforts on improving the elements of service provision that increase perceived trust/confidence and value (i.e. growing the number of contacts, proximity to customers or sincerity, etc.). If agencies feel they can rely more on their providers, they will value their relationship more positively thereby favoring its long-term continuity.

The novelty in this work lies in the application of latent segmentation methodology and the simultaneous use of bases associated with ICT and relationship variables in B2B tourism.

There is a consensus about the negative effects of transportation and some activities related to hospitality on the environment. In this sense, several proposals have been pointed out to pursue environmental sustainability of tourism activities and minimize their impact on climate change. In particular, some applications of information and communication technologies (ICT) have a direct contribution to the reduction of the demand of supplies and energy by the hospitality industry. The present paper has a double aim: first, to focus on evaluating the potential of several ICT applications to reduce the environmental impact of hospitality and tourism activities. Second, considering the Spanish tourism industry, the paper aims to analyze the level of development of the environmentally sustainable technologies and the difficulties experienced in their implementation as well as the future challenges.

A content analysis was conducted based on the literature in hospitality.

The use of online promotion and booking, information analysis and report management systems, ERP systems, ICT systems connected to providers, GPS and ambient intelligence, among others, may help hospitality companies to minimize the environmental impact of their activities.

Taking into consideration the evidence obtained from Spain, the second tourism destination in the world, the paper provides a set of implications for practitioners and policy makers that may orientate their decisions on ICT for the tourism and hospitality industry.

The purpose of this paper is, first, to analyze the direct effects of the relationship chain “causal attributions and recovery efforts → satisfaction with service recovery → conventional and online word-of-mouth intentions” and, second, to study the moderating role of age in the relationship between satisfaction and subsequent word-of-mouth. Consumer assessment and behavior associated with service recovery is a topic of considerable interest for both academics and practitioners.

From an empirical perspective, this paper uses a sample of 336 individuals who experienced service failure at a retail store to estimate a structural equation model. Additionally, a multigroup analysis allows testing the existence of a moderating effect of age on the hypothesized relations.

Results allow to confirm the direct effects of causal attributions and recovery efforts on satisfaction with service recovery, and the impact of the latter, in turn, on conventional and online word-of-mouth intentions. Furthermore, the multigroup analysis reveals that age moderates the relationship between satisfaction and online word-of-mouth.

In service recovery situations, retailers should concentrate their efforts at providing evidence of the failure as temporary and inevitable as well as offering material or economic compensation.

This paper contributes to the identification of the most relevant variables influencing customer satisfaction with service recovery in a retail context. In addition to this, these results provide support to the importance of age on online word-of-mouth behavior.

The purpose of this paper is to examine the main causes for complaining behaviour intentions expressed in three dimensions: private response, complaining response and complaining to third parties. The objectives are, first to study the direct influence of a set of antecedents and complaining behaviour intentions and second, to analyse the moderator effect of previous restaurant experience on subsequent relations.

A quantitative research method was used based on a self‐administered ad‐hoc questionnaire on a sample of 388 individuals who remembered an unsatisfactory experience in a restaurant.

The results show that the following variables have significant effects on intentions: attitudes towards complaining, level of information and complaining experience, level of dissatisfaction and likelihood of success with the complaint. An increased effect of attitudes towards complaining has been found in customers with no previous experience of the restaurant.

This work shows that the customer's previous experience is important in the formation of complaining behaviour intentions and therefore research is needed on new variables which may play a moderator role.

The present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each other. It explores the relationships between CO and JS by analysing a company providing intermediation services to the banking sector, in its external finance division.

After the literature review, the method of empirical analysis consisting in quantitative intervention with an ad hoc survey using a structured questionnaire was developed. Regression analysis with mediation is used to contrast the hypotheses on the links between the constructs analysed.

Both reliability and factorial analysis of the scales used provided satisfactory results. CO was found to produce mediated effects, through SO, on overall JS. The mediator role was identified as human resources management practice, service systems practice and service leadership practice. In addition, in all cases, a direct, positive association was found between SO practices and CO.

First, the use of just one company invites a repeat study in other companies in the sector and in other service contexts. Second, cross‐cultural approaches to the constructs analysed would be interesting. Third, it may be relevant to use longitudinal approaches for a better understanding of the dynamic behaviour of the variables analysed. Fourth, attaining all of data from employees invites to future measures of the constructs taken from different sources. Future research needs to be done on the service profit chain theory to incorporate both customer and financial performance variables.

The results should lead managers to consider the importance of emphasizing those organizational cues that help build a SO climate in their organizations.

This paper further acknowledges the links between the constructs being studied, on the basis of employees' perceptions. It was found that CO produces mediated effects, through SO, on overall JS.