000069642 001__ 69642
000069642 005__ 20180413103610.0
000069642 0247_ $$2doi$$a10.1108/TQM-07-2016-0056
000069642 0248_ $$2sideral$$a103849
000069642 037__ $$aART-2018-103849
000069642 041__ $$aeng
000069642 100__ $$0(orcid)0000-0002-6516-7755$$aPastor Tejedor, Jesús$$uUniversidad de Zaragoza
000069642 245__ $$aValidation and Improvement of the European Customer Satisfaction Index for the Spanish Wine Sector
000069642 260__ $$c2018
000069642 5060_ $$aAccess copy available to the general public$$fUnrestricted
000069642 5203_ $$aPurpose: A study of the Spanish wine sector, in this case specifically the Designation of Origin (DO) Somontano, requires validation of the European Customer Satisfaction Index (ECSI), which also needs to be improved and adapted to obtain more information on customer satisfaction.
Design/methodology/approach: Applying the ECSI model, based on structural equation modeling (SEM) using partial least squares (PLS).
Findings: An empirical analysis shows that the importance of customers’ expectations and perceived quality are the most influential factors in achieving satisfaction. Also highlighted in the new model is the linkage between service and product qualities in a unique variable, total quality.
Originality/value: In addition to validating the ECSI model for DO Somontano, a new innovative implementation was developed and tested to improve the calculation of satisfaction.
000069642 540__ $$9info:eu-repo/semantics/openAccess$$aby$$uhttp://creativecommons.org/licenses/by/3.0/es/
000069642 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/acceptedVersion
000069642 700__ $$0(orcid)0000-0001-5518-4183$$aNavarro Elola, Luis$$uUniversidad de Zaragoza
000069642 700__ $$aPerez Ajami, Miguel Tarek
000069642 7102_ $$14012$$2650$$aUniversidad de Zaragoza$$bDepartamento de Dirección y Organización de Empresas$$cOrganización de Empresas
000069642 773__ $$g30, 2 (2018), 133-152$$pTQM j.$$tThe TQM Journal$$x1754-2731
000069642 8564_ $$s1111226$$uhttps://zaguan.unizar.es/record/69642/files/texto_completo.pdf$$yPostprint
000069642 8564_ $$s27444$$uhttps://zaguan.unizar.es/record/69642/files/texto_completo.jpg?subformat=icon$$xicon$$yPostprint
000069642 909CO $$ooai:zaguan.unizar.es:69642$$particulos$$pdriver
000069642 951__ $$a2018-04-13-10:30:00
000069642 980__ $$aARTICLE