The Relational Benefits and the Quality of Services in Tourism
The Relational Benefits and the Quality of Services in Tourism

Summary/Abstract: In a very competitive environment, it is highly mportant to identify the in-dicators that exert a major influence on customer satisfaction and loyalty. Based on the current relationship marketing concept of relational benefits (Gwinner, Gremler, Bitner, 1998; Hennig-Thurau, Gwinner, Gremler, 2002) and destination quality (Blazquez-Resino, Molina, Esteban-Talaya, 2015), a conceptual model was built.The present paper aims to analyse empirically the model that reflects three different types of relational benefits perceived by tourists as well as the benefits obtained by the tourist destination in term of satisfaction and loyalty. This study tries to identify whether relational benefits have a more important effect on sat-isfaction and loyalty than quality. As a result, we observe the role of relational benefits as an antecedent of customer satisfaction and the effect of the latter on tourist loyalty.

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