La satisfacción del consumidor en las experiencias hedonistas

Academia Revista Latinoamerica de Administracion (Impact Factor: 0.06). 01/2004;
Source: DOAJ

ABSTRACT El tema de la satisfacción del consumidor, en el ámbito de los servicios, es mucho más complejo que el que se presenta en el campo de los productos tangibles. En el caso de las experiencias hedonistas, especialmente, la satisfacción del consumidor plantea diversos retos que requieren cuidadosa atención por parte de los estudiosos del tema. El presente texto contiene una revisión de la literatura sobre los conceptos y los argumentos que abordan esta problemática en el ámbito del mercadeo, buscando, de esa forma, contribuir a la reflexión en el dominio del comportamiento del consumidor y, ofreciendo, además, propuestas de investigación que nutran la discusión con los interesados en este apasionante campo.

  • Source
    [Show abstract] [Hide abstract]
    ABSTRACT: This article focuses on somatic experience--not just the process of thinking bodily but how the body informs the logic of thinking about art. We examine the links between embodiment, movement, and multisensory experience insofar as they help to elucidate the contours of art appreciation in a museum. We argue that embodiment can be identified at two levels: the phenomenological and the cognitive unconscious. At the first level, individuals are conscious of their feelings and actions while, at the second level, sensorimotor and other bodily oriented inference mechanisms inform their processes of abstract thought and reasoning. We analyze the consumption stories of 30 museum goers in order to understand how people move through museum spaces and feel, touch, hear, smell, and taste art. Further, through an analysis of metaphors and the use of conceptual blending, we tap into the participants' unconscious minds, gleaning important embodiment processes that shape their reasoning. Copyright 2003 by the University of Chicago.
    Journal of Consumer Research 09/2003; 30(2):259-82. DOI:10.1086/376802 · 3.10 Impact Factor
  • [Show abstract] [Hide abstract]
    ABSTRACT: Draws on the extant literature in the areas of services marketing, sport tourism and service quality to present a range of concepts and models that have utility in heightening management's appreciation of the complexities of achieving service quality in a sport-tourism context. Emphasis is placed on the multidimensional nature of the issues involved. Generic service and quality concepts and models are tailored to sport tourism through a range of examples. More in-depth illustrations are provided by case material relating to Club La Santa, which is located on the northern coast of Lanzarote. Marketed as "the world's leading sport and leisure resort", La Santa offers all-year-round training and leisure facilities for national and international standard sportsmen and women, as well as less competitive visitors who merely seek exercise and relaxation. The managerial implications of the issues are discussed.
    Journal of Services Marketing 05/1999; 13(6):500-516. DOI:10.1108/08876049910298766 · 0.62 Impact Factor
  • Source
    [Show abstract] [Hide abstract]
    ABSTRACT: This article explores the provision of extraordinary hedonic experiences on commercial, multiday river rafting trips in the Colorado River basin. White water river rafting provides a dramatic illustration of some of the complex features of delivering an extraordinary experience. Multiple methods were employed over two years of data collection to articulate the lived meaning of this experience from both the guides' and the consumers' perspectives. Robust quantitative measures were developed from rich qualitative data. Participant observation and interview data enriched the interpretation of quantitative results. Experiential themes of personal growth and self-renewal, ''communitas,'' and harmony with nature are evidenced across the data; they evolve and are woven together over the course of the trip. Together they are significant in explaining overall satisfaction. There is a complex relationship between client expectations and satisfaction. The narrative of the ratting experience rather than relationships between expectations and outcomes is shown to be central to its evaluation. Implications for other services and consumption activities are discussed.
    Journal of Consumer Research 02/1993; 20(1):24-45. DOI:10.1086/209331 · 3.10 Impact Factor

Full-text (2 Sources)

Available from
May 19, 2014