Águeda Esteban

Águeda Esteban
University of Castilla-La Mancha · Business Administration - Administración de Empresas

Ph.D.

About

74
Publications
47,755
Reads
How we measure 'reads'
A 'read' is counted each time someone views a publication summary (such as the title, abstract, and list of authors), clicks on a figure, or views or downloads the full-text. Learn more
1,670
Citations
Citations since 2017
5 Research Items
827 Citations
2017201820192020202120222023020406080100120140
2017201820192020202120222023020406080100120140
2017201820192020202120222023020406080100120140
2017201820192020202120222023020406080100120140
Additional affiliations
September 1997 - present
University of Castilla-La Mancha
Position
  • Professor (Full)
Education
October 1983 - February 1987
Complutense University of Madrid
Field of study
  • Demand forecasting
October 1975 - June 1981
Universidad Autónoma de Madrid
Field of study
  • Econometrics

Publications

Publications (74)
Chapter
Full-text available
The purpose of this research is to analyse the effect of the infusion of smart technologies and the mindfulness of tourism small and medium-sized organisations (SMEs) in the use of smart technologies on several aspects related to the companies and their employees. Specifically, its effect on service advantage, value co-creation, employee job satisf...
Article
Purpose – This paper aims to analyze the evolution of digital and smart technologies and their relationship with different themes within marketing journals. In addition, this study has included the evolution of digital and smart technologies in relevant International Marketing (IM)/International Business (IB) journals to describe the impact of tech...
Article
The development of new technologies has had important effects on offline distribution channels and, specially, on the psychological effect and risk perceptions that the existence of the online channel may have on the sales agents. Sales agents are fearful that Internet-based competitors will cannibalize their roles in the organization, and might ma...
Conference Paper
This paper explores the moderating role of culture in the antecedents of customer-based bank reputation in the United Kingdom and Spain. This study was carried out by surveying 900 bank customers of the main banks in both countries. Significant differences were found in the dimensions innovation and leadership, which proved to be more important for...
Article
Purpose: The purpose of this paper is to analyze perceptions of service cannibalization from sales agents when faced with increased online sales, and their consequences on the employee. The authors assess the effect of service cannibalization perceptions on insecurity, satisfaction, alienation, sales agents’ effort. The study also examines relation...
Article
The purpose of this study was to examine the perceptions of sales agents of service cannibalization resulting from ICT adoption. Specifically, a latent class segmentation approach based on sales agents perceptions was applied to identify distinct types of sales agents groups and understand the differences between these segments in terms of sales ag...
Article
Restructuring in the tourism industry and distribution channels produced by development of online channels influence travel agents who perceive service cannibalisation. Sales agents' perceptions of declining sales lead to a series of consequences regarding risk-aversion, job insecurity, job satisfaction, job alienation, and travel agent effort and...
Article
Although Spain is a traditional wine-producing area, there is little research on its wine tourism segmentation in comparison to that carried out in New World countries. The main aim of this paper is to identify the different segments of wine tourists that visit Spanish wineries. This research makes a theoretical and practical contribution to both t...
Article
Full-text available
The level of banking reputation has been damaged since the beginning of the economic crisis, but it has not hit equally all institutions in the national landscape. This study compares the reputation of the four leading Spanish financial institutions, from a corporate reputation index composed by eight dimensions, which provides operational keys in...
Article
Full-text available
This paper develops a bank reputation model, in an environment of economic crisis specifically marked by the nationalization of Bankia and the offer of financial rescue from the Eurogroup to Spain. From a study among four hundred bank customers, an index is developed reflecting the new configuration of reputation of the leading Spanish financial in...
Article
Full-text available
El desarrollo de las Tecnologías de la Información y la Comunicación (TICs) ha tenido importantes efectos sobre los canales de distribución tradicionales y, especialmente, sobre el efecto psicológico que la existencia del canal online puede tener en la fuerza de ventas. La presente investigación analiza la canibalización del servicio o amenaza de s...
Article
Full-text available
Many tourist destinations have focused heavily on attracting a growing number of new visitors each year. However, recent changes in the tourism market have led to the need for new strategies oriented towards retaining already existing visitors. Service-Dominant Logic (S-D Logic) is a new orientation that allows greater competitive advantage by reco...
Article
Full-text available
The present environment is characterized for the uncertainty and crisis, and the existence of threats and dangers in the society and in the tourist sector for the survival of companies in the market. In addition, apart from changes in the economic situation, changes in demand occur in terms of new wants and needs, obliging suppliers to adapt to the...
Article
Full-text available
Tourism industry is facing fundamental changes in the profile of tourists and increased competition, due to the emergence of new tourist destinations. One of the main strategies to improve the competitive position is to increase the quality of the destination's resources according to the tourists' expectations. Therefore, the purpose of this study...
Article
This article focuses on the study of the main factors attracting visitors, not only new ones, to wineries, and also on how to keep these customers loyal. This research fills a gap in wine tourism literature, taking into account the differences between brand image and destination image as antecedents of brand equity in wine tourism destinations. The...
Article
Full-text available
According to tourist official data, the region of Castilla-La Mancha in Spain ranks in the fifth position as favourite destination for Spanish nationals tourists. Due to the importance of tourist sector in Spain, and specifically in this autonomous region, this chapter carries out a comparative analysis of the different groups of tourists who visit...
Article
Full-text available
The main aim of this work was to analyze the effect of satisfaction and word-of-mouth (WOM) communication on consumer loyalty, as well as to explore the link between loyalty and WOM in mobile telephony. In order to test the hypotheses proposed in this study, a causal model was applied using a sample of 257 consumers. The results obtained confirmed...
Article
Companies, like human beings, also have five senses: marketing, sales team, service, contact centre and analytical; and doing without one of these would mean possessing a disability. Thus, a study of the satisfaction with a tourist destination is a highly relevant factor for tourist supervisors, since its results make it possible to find out about...
Article
Full-text available
Uno de los sectores menos perjudicados por la crisis económica ha sido el sector turís- tico. La calidad de este sector mejora cada año, lo cual está repercutiendo de manera positiva sobre aspectos tales como: experiencia turística, hábitos viajeros y demanda de servicios turísticos por parte de turistas y excursionistas. En este trabajo, a partir...
Article
Rural innovation programs have been a real shock for certain European regions, because they have represented a huge investment that's needed for proper management to direct some structural funds. In this sense, this paper analyzes the investment of these programs in developing measures to support rural tourism sector, which marked a significant inc...
Article
Full-text available
Internet ha surgido como un nuevo medio que se establece desde una doble perspectiva, como nuevo canal de distribución y como canal de comunicación. Desde este enfoque, permite que los consumidores tengan acceso ilimitado a cualquier información y tener un mayor control sobre la exposición a la publicidad, porque existe la posibilidad de selecciona...
Conference Paper
Las instituciones públicas y el sector privado son responsables de la promoción de los diferentes lugares y destinos turísticos de un área geográfica y, también, de gestionar adecuadamente sus recursos. La colaboración de la administración pública con las empresas y productos y servicios turísticos que ofrece el destino permite conocer y agrupar la...
Article
Purpose The purpose of this paper is to investigate the relationship between the proactive market orientation approach and business performance in retail banking. Design/methodology/approach Based on a theoretical discussion, empirical research was conducted to test the proposed relationship. Multiple item indicators were employed to measure the c...
Article
The tourism business around the world, as one of the most susceptible and vulnerable sectors, must often manage and survive global crises. In recent years the global tourism industry has experienced major crises, such as terrorist attacks, political instability, economic recession, biosecurity threats and natural disasters. The most well-known case...
Article
Full-text available
El aumento en la utilización de las Nuevas Tecnologías por parte de la sociedad actual contribuye a incrementar la eficacia de las páginas Web de las organizaciones a la hora de permitir una comunicación bidireccional con los usuarios, potenciando una mejor relación entre organización y público objetivo. Las compañías aéreas son un ejemplo de adapt...
Article
Purpose The purpose of this paper is to investigate the effects of customer satisfaction both directly and indirectly (through loyalty) on price acceptance. In addition, price fairness is considered as an antecedent of customer satisfaction and loyalty. Design/methodology/approach Based on a theoretical discussion regarding the relationship among...
Article
As the airline industry has become more competitive, carriers have looked to improve performance and competitiveness. During the last decade, market-oriented corporate strategy has emerged as a significant antecedent of organizational performance and is presumed to contribute to long-term success. This study investigates potential influences of mar...
Article
Full-text available
This paper analyzes the use of personal and impersonal information sources in tourism by focusing on the behavioral patterns of consumers when planning their holidays. The main aim is to determine which information sources are more frequently used, hence this work tries to determine whether the use of information sources varies in relation to the c...
Article
Purpose – The purpose of this paper is to investigate the impact of relational benefits on customer satisfaction in retail banking. This paper presents a causal model that identifies a connection between the relational benefits achieved through a stable and long-term relationship with a given bank and customer satisfaction with retail banking. Desi...
Article
Full-text available
El turismo se ha convertido en una de las actividades más dinámicas en las economías actuales debido, entre otros factores, a los cambios en el consumidor turístico. Por ello, para fortalecer las relaciones con los consumidores potenciales y mejorar la prestación de servicios, es necesario conocer y analizar las características de la demanda turíst...
Article
Full-text available
Este artículo investiga la función de los folletos de información turística de ciudades españolas como instrumentos de promoción de los destinos turísticos. Para ello, se analiza su diseño, considerando su atractivo y contenido, así como la importancia de los atributos que influyen sobre la imagen y la elección del destino. La investigación realiza...
Article
Full-text available
El presente trabajo muestra un análisis descriptivo del consumidor turístico y de las fuentes de información personales e impersonales utilizadas en turismo, basándose en el comportamiento de uso que manifiestan los consumidores turísticos hacia dichas fuentes de información según sus propias características y experiencia en viajar. En concreto, se...
Article
Full-text available
Interest in the subjects of relational benefits and satisfaction has been growing among marketing researchers and practitioners. The purpose of this study is to investigate the impact of relational benefits on retail satisfaction. This study presents a causal model that identifies a connection between relational benefits, achieved through a stable...
Article
Tourist information has been shown to have an important influence on the choice of vacation destinations. This article studies brochures, their significance as image generators, and their influence on the selection of destinations. The study sought to discover which features in this medium are more relevant in image generation and destination choic...
Chapter
The concept and applications of market orientation have greatly evolved since its beginnings. Nevertheless, the concept has not been free from criticism, directed mainly against the notion that the market is an indispensable part as well as virtually the only source of relevant information for decision making. The market driving set of activities e...
Article
Full-text available
El presente trabajo analiza la percepción de diferentes beneficios relacionales por parte de los consumidores frente a distintos establecimientos comerciales en varias ciudades españolas. La revisión teórica de la literatura se ha basado en los conceptos de marketing relacional y beneficios relacionales. En concreto, en este estudio se plantea un a...
Article
The nature of banking activities is based on the relationship with the customer in as much as this activity implies direct contact. In this paper, some fundamental questions for the development of relationship marketing activities within the financial firms will be analysed. In particular, this paper intends to demonstrate that it is possible to di...
Article
Full-text available
Tourism industry has become increasingly dependent on air transportation as one of the most comprehensive and significant factors contributing to the development of tourism world-wide. In recent years global aviation has led the way they do business and have effectively responded to the demographic, legal-political, socio-economic and technological...
Article
Travel agencies play a fundamental role in the development of the tourist sector in Spain, and they face intense change in their competitive environment. In this context, the main aim of this survey is to identify and evaluate those elements and dimensions that determine client satisfaction through the service offered by travel agencies. In order t...
Article
El periodo constitucional ha supuesto un marco perfecto para el desarrollo del sector turístico español, al conjugar la estabilidad institucional con la aparición y consolidación del modelo autonómico. A ello se ha unido la estrategia impulsada desde el sector público, que ha favorecido la evolución de las empresas turísticas y ha situado al sector...
Article
Full-text available
The association between economic development and growth of the service sector seems indisputable. Although it is necessary to highlight that services are of a different nature from that of products, nowadays the latter are more and more penetrated by complementary services, given the circumstance that services themselves also include, occasionally,...
Article
Full-text available
Las instituciones financieras siempre han estado orientadas hacia la relación con el cliente. La naturaleza de las actividades bancarias está basada en esta relación, puesto que existe un contacto directo con el cliente. Este contacto hace posible la creación de una relación estable con el cliente, mientras ambas partes están interesadas en mantene...
Chapter
Full-text available
The design of specific brand images marked the beginning of a new means of obtaining consumer loyalty. Apart from their economic implications, the private labels have been a decisive element in the creation of differentiating retailers’ images. In spite of the potential benefits of coordinating the management of these two elements, Spanish private...
Chapter
Advertising is an activity with important social repercussions on individual behavior as well as being the media’s main source of revenue. After compiling the numerous Spanish national and European laws which regulate the advertising phenomenon, the perspective of this paper will be to address the broad subject of advertising ethics and self-regula...
Book
Full-text available
Sumario: Marketing: funciones y entorno -- Mercado y demanda del marketing -- Planificación e información de marketing -- Producto -- Distribución comrcial -- Comunicación comercial -- Organización de marketing -- Areas de aplicación de marketing
Article
This paper analyzes the evolution of research undertaken in the last 35 years on tourist demand in Spain. The research considered has been classified into three fields with their own specific touristic characteristics; research projects that have been oriented toward the study of demand as a whole, those that study the origin of demand in specific...
Article
Full-text available
Se ofrece una hip�tesis asociada al problema derivado de la existencia de categor�as hoteleras basada en la clasificaci�n oficial previa de car�cter administrativo y su posible interferencia en las relaciones empresa-mercado.
Article
El grupo en idioma español estuvo compuesto por un total de 18 personas, pertenecientes a España, Brasil y Argentina.
Article
Sumario: 1. El mercado y la demanda (La función de demanda y sus elasticidades. Cuotas de mercado. Estimación y previsión de la demanda. Segementación de mercados. Areas y centros comerciales) -- 2. Investigación de mercados (Planificación y control en investigación de mercados. Determinación de muestras. Experimentación. Inferencia y contrastación...
Article
Full-text available
As a mass communication medium, the Internet has lately developed from a double perspective: on the one hand as a distribution channel and on the other as a communication channel. From this second perspective, the Web allows consumers an unlimited access to information and a greater control of their contact with advertising, because they can choose...
Article
Full-text available
The concept and applications of market orientation have greatly evolved since its beginnings. The main objective of this paper is to analyse the factor structure which determines market orientation from the perspective of consumers. In order to tackle this task, this paper proposes a scale, the psychometric properties of which are then verified. Th...
Article
Contenido: Qué es el marketing; El marketing, la empresa y su entorno; El plan de marketing; El mercado; El consumidor y el comportamiento del consumidor; La investigación comercial; El producto; El precio; La distribución comercial; La comunicación; Marketing y nuevas tecnologías

Network

Cited By

Projects

Project (1)