Abstract

CABANA VILLCA, Segundo Ricardo; GALVEZ VARGAS, Pía Alejandra  and  MUNOZ PIZARRO, Carla Ivonee. Critical variables in the competitive advantages of gourmet restaurants, La Serena, Chile. cuad.adm. [online]. 2015, vol.31, n.54, pp.57-67. ISSN 0120-4645.

The research centered on analyzing the variables that influence upon achieving competitive advantages in companies in the gourmet gastronomy market in La Serena, Chile. This required the construction of a model to relate service quality, satisfaction, loyalty, relational link, and competitive advantage, creating hypotheses among the variables and validating them with a significant sample of clients. The structural models method was used through the covariance-based method to contrast the hypotheses. It is concluded that competitive advantage in gourmet restaurant businesses, although significantly dependent on client loyalty, makes it relevant for systemic proactive management to exist centered on service quality and the satisfaction generated. In light of the aforementioned, a relational link must be achieved with client as a consequence of their loyalty. Thereby, in this industry, companies will only accomplish sustainable growth if client loyalty is an asset that assumes a client-partner role that contributes to the creation of an innovative value proposal

Keywords : La Serena-Chile; gourmet restaurant; critical variables; competitive advantage.

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