@incollection{, 8A45AC674DCF15E610026C84A3DECDEC , author={{Mayda GonzalezEspinoza} and {Janet GarcíaGonzález} and {Claudia Viviana ÁlvarezVega} and {Sandra Julieta SaldívarGonzález}}, journal={{Global Journal of Human Social Sciences}}, journal={{GJHSS}}2249-460X0975-587X10.34257/GJHSS, address={Cambridge, United States}, publisher={Global Journals Organisation}21136773 } @incollection{b0, , title={{Customer base analysis: partial defection of behaviourally loyal clients in a non-contractual FMCG retail setting}} , author={{ WBuckinx } and { DVan Den Poel }} , journal={{European Journal of Operational Research}} 164 , year={2005} } @incollection{b1, , title={{Progress in information technology and tourism management: 20 years on and 10 years after the Internet. The state of eTourism research}} , author={{ DBuhalis } and { RLaw }} , journal={{Tourism Management}} 29 4 , year={2008} } @book{b2, , title={{}} , author={{ ACConsejo De Desarrollo Económico De Mexicali }} , year={2017} , note={Recuperado de} } @incollection{b3, , title={{Measuring service quality: a reexamination and extension}} , author={{ JSCronin } and { Taylor }} , journal={{Journal of Marketing}} , year={1992} } @book{b4, , title={{La Calidad es Libre}} , author={{ PCrosby }} , year={1994} , publisher={Mc. Graw Hill} , address={México} } @incollection{b5, , title={{Evaluating the Quality of Medical Care}} , author={{ ADonabedian }} , journal={{The Milbank Memorial Fund Quarterly}} , year={1966} } @book{b6, , title={{Consumer Satisfaction and Theory: a Model of Sport pectator Conative Loyalty}} , author={{ TGalen } and { FDean } and { SJanet }} , year={2005} , note={Sport Marketing} } @incollection{b7, , title={{A service quality model and its marketing implications}} , author={{ CGrönroos }} , journal={{European. Journal of Marketing}} , year={1984} } @book{b8, , title={{Calidad Atractiva y Calidad Obligatoria}} , author={{ NKano }} , year={1984} } @book{b9, , title={{Dirección de mercadotecnia. 8ª}} , author={{ PKotler }} , year={2006} , publisher={Pearson-Prentice Hall} 40 } @book{b10, , title={{Fundamentos de Marketing}} , author={{ PKotler } and { GArmstrong }} , year={2013} , publisher={Pearson} , address={México} } @incollection{b11, , title={{Revista Médica del Turismo del Mundo}} , author={{ TMestrovié }} , journal={{NEWS MEDICAL LIFE SCIENCES}} , year={2014} , note={septiembre 17)} } @book{b12, , title={{Satisfacción del usuario y calidad del servicio en alojamientos turísticos del estado Mérida}} , author={{ MorilloMoreno } and { MCMoreno } and { MD C }} , year={2017} , address={Venezuela} } @incollection{b13, , title={{}} 10.31876/rcs.v22i2.24863 , journal={{Revista De Ciencias Sociales}} 22 2 , note={Recuperado de} } @book{b14, , title={{Análisis de las dimensiones de la calidad del servicio en la satisfacción de los clientes mediante la metodología PLS-PM. Revista del VII Congreso Internacional de productividad, competitividad y capital humano en las organizaciones: turismo y mercadotecnia para un México competitivo}} , author={{ MAMoros } and { NKshetri } and { GYCastro }} , year={2017} } @book{b15, , title={{}} , author={{ Observatorio Turístico De Baja California }} , year={2013} , note={Recuperado de} } @book{b16, , title={{ICT for sutainable development of the tourism industry in Cambodia}} , author={{ BSeng }} , year={2015} , publisher={Springer International Publishing Switzerland} 8944 } @book{b17, , title={{Managing customer satisfaction: a best practice perspective}} , author={{ MZairi }} 10.1108/0954 , year={2000} } @incollection{b18, , title={{Communication and Control Processes in the Delivery of Service Quality}} , author={{ VZeithaml } and { LLBerry } and { AParasuraman }} , journal={{Journal of Marketing}} 52 , year={1988} } @book{b19, , title={{How Consumer Evaluation Processes Differ Between Goods and Services}} , author={{ VZeithaml }} , year={1981} , publisher={Marketing of Services} } @book{b20, , title={{}} , author={{ JATuyo Llipita } and { WRTozo }} , year={2020} } @book{b21, , title={{Análisis de la influencia de los sistemas CRM en el desempeño del sector turismo médico}} , year={2019} , address={Tacna} } @book{b22, , title={{}} , author={{ ALLópez Rodríguez } and { SALópez Rodríguez }} , year={2018} , note={Impacto de las TIC en el turismo: caso Colombiano} }