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      ¿Las emociones negativas influyen positivamente en la satisfacción?: Un estudio en el escenario turístico

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          Abstract

          Esta investigación permite conocer el rol de las emociones en las estrategias de marketing turístico, basándose en la Psicología Ambiental. Se consideraron los modelos cognitivos que forman una estructura de tipo estímulo - organismo - respuesta y en las teorías de Grewal y Baker (1994), Izard (1977) y Oliver (1997), las cuales apoyan las relaciones propuestas entre las variables estudiadas. Los estudios de Oliver (1997) sostienen que las emociones positivas resultan en satisfacción y las emociones negativas generan insatisfacción. En el contexto de las experiencias en el escenario turístico, las emociones negativas parecen motivar el uso de ciertos equipamientos. Surge así, el objetivo en que se basó este estudio: verificar la validez del modelo desarrollado a partir de los estímulos ambientales, las emociones y la satisfacción en el servicio turístico proveedor de experiencias extremas. Se adoptó la metodología descriptiva, por medio del survey cross-sectional y el análisis estadístico multivariado. Los resultados indican que las emociones negativas, activadas por los estímulos generados en el servicio turístico proveedor de experiencias extremas, influyen positivamente en el grado de satisfacción.

          Translated abstract

          Do Negative Emotions Positively Influence the Level of Satisfaction? A Case Study on a Tourism Scenario. The aim of this paper is to contribute to the elucidation of the role of emotions in tourism marketing strategies, based on environmental psychology, especially on the cognitive models that configures a structure of the kind stimulus-organism-response and also based on theories of Grewal and Baker (1994), Izard (1977) and Oliver (1997) which were gathered evidence to support the proposed relationships between variables. An Oliver (1977) study concludes that positive emotions lead in satisfaction and negative emotions leads dissatisfaction. In the context of similar experiences in tourism scene, negative emotions seem to motivate the use of certain equipment. Those affirmations guide this study objective: verify the validity of the model developed from the constructs environmental stimuli, emotions and satisfaction in radical experiences tourist services. The descriptive methodology was adopted, using using cross-sectional survey and multivariate statistical analysis. The results showed that negative emotions activated by stimuli provided in radical experience tourist service positively influenced the level of satisfaction.

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          Most cited references60

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          Análise Multivariada de dados.

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            Cognitive, Affective, and Attribute Bases of the Satisfaction Response

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              Measuring Emotions in the Consumption Experience

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                Author and article information

                Contributors
                Role: ND
                Role: ND
                Role: ND
                Journal
                eypt
                Estudios y perspectivas en turismo
                Estud. perspect. tur.
                Centro de Investigaciones y Estudios Turísticos (Ciudad Autónoma de Buenos Aires, , Argentina )
                1851-1732
                December 2010
                : 19
                : 6
                : 946-969
                Affiliations
                [01] orgnameFaculdades Nordeste Unidade North Shopping Brasil
                [02] orgnameFaculdade Católica Rainha do Sertão Brasil
                [03] Fortaleza orgnameUniversidade de Fortaleza Brasil
                [04] Ceará orgnameUniversidade Estadual do Ceará Brasil
                Article
                S1851-17322010000600005
                43ece5c9-49f6-42e8-ae2d-d1ce84825453

                This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

                History
                : 10 June 2010
                : 21 June 2010
                : 26 March 2010
                Page count
                Figures: 0, Tables: 0, Equations: 0, References: 48, Pages: 24
                Product

                SciELO Argentina


                Emotions,Satisfaction,Incentives,Experiences,Marketing,Emociones,Satisfacción,Estímulos,Experiencias

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