The quality of service and its effect on the loyalty and satisfaction of passenger airline's low-cost. Sonora, México
Keywords:
ServPerf, quality service, loyalty, low-cost airlineAbstract
The purpose of this paper is to establish a casual relation between service quality and its effect and impact in the loyalty and client’s satisfaction in the low-cost airlines in the State of Sonora. Service quality is measured through Cronin & Taylor (1994) ServPerf methodology, using the structural equation modeling (PLS-SEM). The analysis is based on 381 surveys randomly applied to the passengers of the three low-cost airlines operating in the state. The results showed that the passenger loyalty is explained in a 72.3% by the observable variable: satisfaction, followed by the endogenous latent variables: responsibility and empathy; while the variability in passenger’s satisfaction is explained in a 60.7% by the tangible elements, assurance and empathy. The information obtained from the data is important for the low-cost airlines in order to decide the quality dimensions they should focus to attract and retain a higher number of passengers, since a satisfied client will generate a strong identity with the airline brand, and therefore, a higher financial income and more clients for the company.
Downloads
Download data is not yet available.
References
Abdullah, K., Manaf, N.H.A. y Noor, K.M. (2007). “Measuring the service quality of airline services in Malaysia”. IIUM Journal of Economics and Management. 15, 1-29.
Agostini, C. (2012). “El mercado de transporte aéreo: Lecciones de política de una revisión de la literatura”. Journal of Transport Literature. 6, 239-277.
Amin, M., Yahya, Z., Ismayatim, W.F.A., Nasharuddin, S.Z. y Kassim, E. (2013). “Service quality dimension and customer satisfaction: an empirical study in the Malaysian hotel industry”. Services Marketing Quarterly. 34, 115-12.
Archana, R. y Subha, M.V. (2012). “A study on service quality and passenger satisfaction on Indian Airlines”. International Journal of Multidisciplinary Research. 2, 50-63.
Auh, S., y Johnson, M. D. (2005). “Compatibility effects in evaluations of satisfaction and loyalty”. Journal of Economic Psychology. 26, 35-57.
Babbar, S., Koufteros, X. (2008). “The human element in airline service quality: contact personnel and the customer”. International Journal of Operations & Production Management. 28, 804-830.
Barclay, D., Higgins, C., Thompson, R. (1995). “The Partial Least Squares (PLS) Approach to Causal Modelling: Personal Computer Adoption and Use as an Illustration”. Technology Studies, Special Issue on Research Methodology. 2, 285-309.
Barsky, J.D. (1992). “Customer Satisfaction in the Hotel Industry: Meaning and Measurement”. Hospitality Research Journal. 16, 51-73.
Bitner, M.J. (1990). “Evaluating service encounters – the effects of physical surroundings and employee response”. Journal of Marketing. 54, 69-82.
Bodet, G. (2008). “Customer satisfaction and loyalty in service: two concepts, four construct several relationships”. Journal of Retailing and Consumer Services. 15, 156-162.
Boetsch, T., Bieger, Th. y Wittmer, A. (2011). “A Customer-Value Framework for Analyzing Airline Services”. Transportation Journal. 50, 251-270.
Bolton, R.N. y Drew, J.H. (1991). “A multi-stage model of customers’ assessments of service quality and value”. Journal of Consumer Research. 17, 375-384.
Bowen, J.T. y Shoemaker, S. (2003). “Loyalty: A Strategic Commitment”. Cornell Hotel and Restaurant Administration Quarterly. 44, 31-46.
Byrne, B.M. (2010). Structural equation modelling with AMOS; basic concepts, applications and programming. New York: Taylor and Francis.
Cronin, J. y Taylor, S.A. (1992). “Measuring service quality: a re-examination and extension”. Journal of Marketing. 56, 55-67.
Cronin, J.J. y Taylor, S.A. (1994). “SERVPERF versus SERVQUAL: reconciling performance based and perceptions-minus-expectations measurement of service quality”. Journal of Marketing. 58, 125-131.
Cruz, R. (2012). Aerolineas de bajo costo en México. Competencia modal, intermodal e intramodal. Revista de Contaduría y Adminstración. 57(4), 235-251.
Cunningham, L.F., Young, C.E., Lee, M. (2004). “Perceptions of airline service quality pre and post 9/11”. Public Works Management & Policy. 9, 10-25.
Chang, Y.H. y Yeh, C.H. (2002). “A survey analysis of service quality for domestic airlines”. European Journal of Operational Research. 139, 166-177.
Chu, Kuo-Ming. (2009). “The Construction Model of Customer Trust, Perceived Value and Customer Loyalty”. The Journal of American Academy of Business, Cambridge. 14, 98-103.
Dick, A., y Basu, K. (1994). “Customer Loyalty: Towards an Integrated Conceptual Framework”. Journal of the Academy of Marketing Science. 99-113.
Ekiz, H.E., Hussain, K. y Bavik, A. (2006). “Perceptions of service quality in north Cyprus National Airline”. Tourism and Hospitality Industry 2006 – New Trends in Tourism and Hospitality Management, Proceedings of 18th Biennial International Conference. Faculty of Tourism and Hospitality Management, 3-5, 778-790.
Forgas, S., Moliner, M., Sánchez, J. y Palau, R. (2011). “La formación de la lealtad de un cliente de una compañía aérea: diferencias entre aerolíneas tradicionales y de bajo coste”. Cuadernos de Economía y Dirección de la Empresa. 14, 162-172.
Fornell, C., Larcker, D.F. (1981). “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error”. Journal of Marketing Research. 18, 39-50.
Garland, R., y Gendall, P. (2004). “Testing Dick and Basu's customer loyalty model”. Australasian. 81-87.
Gourdin, K. (1988). “Bringing quality back to commercial travel”. Transportation Journal. 27, 23-29.
Grönroos, C. (1984). “A service quality model and its marketing implications. European Journal of Marketing 18, 36-44.
Grönroos, C. (2001). “A service quality model and its Marketing implications”. European Journal of Marketing. 18(4), 36-44.
Grupo Aeroportuario del Pacífico. Estadísticas de vuelos, 2015. Recuperado de:
https://www.aeropuertosgap.com.mx/es/hermosillo/estadisticas.html
Hallowell, R. (1996). “The relationships of customer satisfaction, customer loyalty and profitability International”. Journal of Service Industry Management. 7, 27-42.
Han, X., Kwortnik, R. y Wang, C. (2008). “Service loyalty: an integrated model and examination across service contexts”. Journal of Service Research. 11, 22-42.
Hayes, B.E. (2008). “The True Test of Loyalty”. Quality Progress. 41, 20-26.
Interjet. (s/f). Mapa de destinos nacionales e internacionales. Recuperado de: https://www.interjet.com.mx/mapa-destinos-interjet.aspx
Jou, R.C., Lam, S.H., Hensher, D.A., Chen, C.C., Kuo, C.W. (2008). “The effect of service quality and price on international airline competition”. Transportation Research Part E. 44, 580-592.
Kim, K.J., Jeong, I. J., Park, J. C., Park, Y. J., Kim, C.G., y Kim, T.H. (2007). “The impact of network performance on customer satisfaction and loyalty: High speed internet service case in Korea”. Expert System With Applications. 32, 822-831.
Lau, T.C., Kwek, C.L. y Tan, H.P. (2011). “Airline e-ticketing service: how e-service quality and customer satisfaction impacted purchase intentions”. International Business Management. 5, 200-208.
Liou, J.H., y Tzeng, G.H. (2007). A non-additive model for evaluating airline service quality”. Journal of Air Transport Management. 13, 131-138.
Lu, J.L., Ling, F.Y. (2008). “Cross-cultural perspectives regarding service quality and satisfaction in Chinese cross-strait airlines”. Journal of Air Transport Management. 14, 16-19.
Mcalexander, J.H., Kaldenberg, D.O., y Koening, H.F. (1994). “Service Quality Measurement”. Journal of Health Care Marketing. 3, 34-40.
Mcdougall, G. y Levesque, T. (2000). “Customer Satisfaction with Services: Putting Perceived Value into the Equation”. The Journal of Services Marketing. 14, 392.
Mason, Keith, J. (2002). “Future Trends in Business Travel Decision Making”. Journal of Air Transportation. 7, 47-68.
Meissner, M. (2008). Las líneas aéreas de bajo coste: fundamentos teóricos y estudio empírico sobre su impacto en el transporte aéreo y en la estructura del sector turístico en Europa. Tesis inédita de Doctorado, Universidad de Málaga.
Nadiri, H., Hussain, K., Ekiz, E.H. y Erdogan, S. (2008). “An investigation on the factors influencing passengers’ loyalty in the north Cyprus National Airline”. The TQM Journal. 20, 265-280.
O’Connell, J. y Williams, G. (2005). Passengers’ perceptions of low cost airlines and full service carriers-A case study involving Ryanair, Aer Lingus, Air Asia and Malaysia Airlines (inédito).
Oliver, R.L. (1981). “Measurement and Evaluation of Satisfaction Process in Retail Settings”. Journal of Retailing. 57, 18-48.
Oliver, R.L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. McGraw-Hill, New York, NY.
Ostrowski, P.L., O’Brien, T.V., Gordon, G.L. (1993). “Service quality and customer loyalty in the commercial airline industry”. Journal of Marketing. 22, 16-24.
Parasuraman, A., Zeithaml, V.A., y Berry, L.L. (1985). “A conceptual model of service quality and implications for future research”. Journal of Marketing. 49, 41-50.
Parasuraman, A., Zeithaml, V.A., y Berry, L.L. (1988). “SERVQUAL: a multi-item scale for measuring consumer perceptions of service quality”. Journal of Retailing. 64, 12-40.
Park, J.W., Robertson, R. y Wu, C.L. (2005). “Investigating the effects of service quality on airline image and behavioral intentions: findings from Australian international air passengers”. Journal of Tourism Studies. 16, 2-11.
Park, J.W., Robertson, R., Wu, C.L. (2006). “Modeling the Impact of Airline Service Quality and Marketing Variables on Passengers Future Behavioral Intentions”. Transportation Planning and Technology. 29, 359-381.
Pons, J. y Reynés, M. (2010). “Movilidad y sostenibilidad en el transporte aéreo: las compañías de bajo coste en los destinos turísticos de España y Baleares”. Revista Transporte y Territorio. 2, 68-98.
Reichheld, F.F., y W. E.J. Sasser. (1990). “Zero Defections: Quality Comes to Services”. Harvard Business Review. 68, 2-9.
Reinartz, W. y Kumar, V. (2002). “The Mismanagement of Customer Loyalty”. Harvard Business Review. 80, 86-94
Rust, R.T., y Zahorik, A.J. (1993). “Customer Satisfaction, Customer Retention and Market Share”. Journal of retailing. 69, 193-215.
Saha, G.C. y Theingi (2009). “Service quality, satisfaction, and behavioural intentions: a study of low-cost airline carriers in Thailand”. Managing Service Quality. 19, 350-372.
Sánchez, P. y Barberá, M. (2007). “Planificación aeroportuaria y estrategias ambientales en Cataluña”. Boletín de la Asociación de Geógrafos Españoles. 45, 99-121.
Schumacker, RE., y Lomax, R.G. (2004). A Beginner’s Guide to Structural Equation Modeling. Lawrence Erlbaum Associates.
Shankar, V., A. K. Smith, y A. Rangaswamy. (2003). “The Relationship Between Customer Satisfaction and Loyalty in Online and Offline Environments”. E-Business Research Center Working Paper. http://www.ebrc.psu.edu/publications/papers/pdf/2000-02.pdf
Sumarwan, U. (2011). Perilaku Konsumen Teori dan Penerapannya Dalam Pemasaran. Bogor: Ghalia Indonesia.
Teichert, T., Shehu, E. y Wartburg, I. (2008). Customer segmentation revisited: the case of the airline industry. Transportation Research Part A: Policy and Practice. 42, 227-242.
Tiernan, S., Rhoades, D.L., Waguespack, B. Jr. (2008). “Airline service quality: Exploratory analysis of consumer perceptions and operational performance in the USA and EU”. Managing Service Quality: An International Journal. 18, 212-224.
Torres, M. (2005). Estudio de la viabilidad de establecimiento de una línea aérea de bajo costo y largo alcance desde el aeropuerto de Barcelona (inédito).
Truitt, L. y Haynes, R. (1994). “Evaluating service quality and productivity in the regional airline industry”. Transportation Journal. 33, 21-32.
Tsoukatos, E. y Mastrojianni, E. (2010). “Key determinants of service quality in retail banking”. EuroMed Journal of Business. 5, 85-100.
Vesel, P., y Zabkar, V. (2009). “Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program”. Journal of retailing a customer services. 16, 396-406.
Zeithaml, V.A., Berry, L.L., Parasuraman, A. (1996). “The behavioral consequences of service quality”. Journal of Marketing Management. 60, 31-46.
Agostini, C. (2012). “El mercado de transporte aéreo: Lecciones de política de una revisión de la literatura”. Journal of Transport Literature. 6, 239-277.
Amin, M., Yahya, Z., Ismayatim, W.F.A., Nasharuddin, S.Z. y Kassim, E. (2013). “Service quality dimension and customer satisfaction: an empirical study in the Malaysian hotel industry”. Services Marketing Quarterly. 34, 115-12.
Archana, R. y Subha, M.V. (2012). “A study on service quality and passenger satisfaction on Indian Airlines”. International Journal of Multidisciplinary Research. 2, 50-63.
Auh, S., y Johnson, M. D. (2005). “Compatibility effects in evaluations of satisfaction and loyalty”. Journal of Economic Psychology. 26, 35-57.
Babbar, S., Koufteros, X. (2008). “The human element in airline service quality: contact personnel and the customer”. International Journal of Operations & Production Management. 28, 804-830.
Barclay, D., Higgins, C., Thompson, R. (1995). “The Partial Least Squares (PLS) Approach to Causal Modelling: Personal Computer Adoption and Use as an Illustration”. Technology Studies, Special Issue on Research Methodology. 2, 285-309.
Barsky, J.D. (1992). “Customer Satisfaction in the Hotel Industry: Meaning and Measurement”. Hospitality Research Journal. 16, 51-73.
Bitner, M.J. (1990). “Evaluating service encounters – the effects of physical surroundings and employee response”. Journal of Marketing. 54, 69-82.
Bodet, G. (2008). “Customer satisfaction and loyalty in service: two concepts, four construct several relationships”. Journal of Retailing and Consumer Services. 15, 156-162.
Boetsch, T., Bieger, Th. y Wittmer, A. (2011). “A Customer-Value Framework for Analyzing Airline Services”. Transportation Journal. 50, 251-270.
Bolton, R.N. y Drew, J.H. (1991). “A multi-stage model of customers’ assessments of service quality and value”. Journal of Consumer Research. 17, 375-384.
Bowen, J.T. y Shoemaker, S. (2003). “Loyalty: A Strategic Commitment”. Cornell Hotel and Restaurant Administration Quarterly. 44, 31-46.
Byrne, B.M. (2010). Structural equation modelling with AMOS; basic concepts, applications and programming. New York: Taylor and Francis.
Cronin, J. y Taylor, S.A. (1992). “Measuring service quality: a re-examination and extension”. Journal of Marketing. 56, 55-67.
Cronin, J.J. y Taylor, S.A. (1994). “SERVPERF versus SERVQUAL: reconciling performance based and perceptions-minus-expectations measurement of service quality”. Journal of Marketing. 58, 125-131.
Cruz, R. (2012). Aerolineas de bajo costo en México. Competencia modal, intermodal e intramodal. Revista de Contaduría y Adminstración. 57(4), 235-251.
Cunningham, L.F., Young, C.E., Lee, M. (2004). “Perceptions of airline service quality pre and post 9/11”. Public Works Management & Policy. 9, 10-25.
Chang, Y.H. y Yeh, C.H. (2002). “A survey analysis of service quality for domestic airlines”. European Journal of Operational Research. 139, 166-177.
Chu, Kuo-Ming. (2009). “The Construction Model of Customer Trust, Perceived Value and Customer Loyalty”. The Journal of American Academy of Business, Cambridge. 14, 98-103.
Dick, A., y Basu, K. (1994). “Customer Loyalty: Towards an Integrated Conceptual Framework”. Journal of the Academy of Marketing Science. 99-113.
Ekiz, H.E., Hussain, K. y Bavik, A. (2006). “Perceptions of service quality in north Cyprus National Airline”. Tourism and Hospitality Industry 2006 – New Trends in Tourism and Hospitality Management, Proceedings of 18th Biennial International Conference. Faculty of Tourism and Hospitality Management, 3-5, 778-790.
Forgas, S., Moliner, M., Sánchez, J. y Palau, R. (2011). “La formación de la lealtad de un cliente de una compañía aérea: diferencias entre aerolíneas tradicionales y de bajo coste”. Cuadernos de Economía y Dirección de la Empresa. 14, 162-172.
Fornell, C., Larcker, D.F. (1981). “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error”. Journal of Marketing Research. 18, 39-50.
Garland, R., y Gendall, P. (2004). “Testing Dick and Basu's customer loyalty model”. Australasian. 81-87.
Gourdin, K. (1988). “Bringing quality back to commercial travel”. Transportation Journal. 27, 23-29.
Grönroos, C. (1984). “A service quality model and its marketing implications. European Journal of Marketing 18, 36-44.
Grönroos, C. (2001). “A service quality model and its Marketing implications”. European Journal of Marketing. 18(4), 36-44.
Grupo Aeroportuario del Pacífico. Estadísticas de vuelos, 2015. Recuperado de:
https://www.aeropuertosgap.com.mx/es/hermosillo/estadisticas.html
Hallowell, R. (1996). “The relationships of customer satisfaction, customer loyalty and profitability International”. Journal of Service Industry Management. 7, 27-42.
Han, X., Kwortnik, R. y Wang, C. (2008). “Service loyalty: an integrated model and examination across service contexts”. Journal of Service Research. 11, 22-42.
Hayes, B.E. (2008). “The True Test of Loyalty”. Quality Progress. 41, 20-26.
Interjet. (s/f). Mapa de destinos nacionales e internacionales. Recuperado de: https://www.interjet.com.mx/mapa-destinos-interjet.aspx
Jou, R.C., Lam, S.H., Hensher, D.A., Chen, C.C., Kuo, C.W. (2008). “The effect of service quality and price on international airline competition”. Transportation Research Part E. 44, 580-592.
Kim, K.J., Jeong, I. J., Park, J. C., Park, Y. J., Kim, C.G., y Kim, T.H. (2007). “The impact of network performance on customer satisfaction and loyalty: High speed internet service case in Korea”. Expert System With Applications. 32, 822-831.
Lau, T.C., Kwek, C.L. y Tan, H.P. (2011). “Airline e-ticketing service: how e-service quality and customer satisfaction impacted purchase intentions”. International Business Management. 5, 200-208.
Liou, J.H., y Tzeng, G.H. (2007). A non-additive model for evaluating airline service quality”. Journal of Air Transport Management. 13, 131-138.
Lu, J.L., Ling, F.Y. (2008). “Cross-cultural perspectives regarding service quality and satisfaction in Chinese cross-strait airlines”. Journal of Air Transport Management. 14, 16-19.
Mcalexander, J.H., Kaldenberg, D.O., y Koening, H.F. (1994). “Service Quality Measurement”. Journal of Health Care Marketing. 3, 34-40.
Mcdougall, G. y Levesque, T. (2000). “Customer Satisfaction with Services: Putting Perceived Value into the Equation”. The Journal of Services Marketing. 14, 392.
Mason, Keith, J. (2002). “Future Trends in Business Travel Decision Making”. Journal of Air Transportation. 7, 47-68.
Meissner, M. (2008). Las líneas aéreas de bajo coste: fundamentos teóricos y estudio empírico sobre su impacto en el transporte aéreo y en la estructura del sector turístico en Europa. Tesis inédita de Doctorado, Universidad de Málaga.
Nadiri, H., Hussain, K., Ekiz, E.H. y Erdogan, S. (2008). “An investigation on the factors influencing passengers’ loyalty in the north Cyprus National Airline”. The TQM Journal. 20, 265-280.
O’Connell, J. y Williams, G. (2005). Passengers’ perceptions of low cost airlines and full service carriers-A case study involving Ryanair, Aer Lingus, Air Asia and Malaysia Airlines (inédito).
Oliver, R.L. (1981). “Measurement and Evaluation of Satisfaction Process in Retail Settings”. Journal of Retailing. 57, 18-48.
Oliver, R.L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. McGraw-Hill, New York, NY.
Ostrowski, P.L., O’Brien, T.V., Gordon, G.L. (1993). “Service quality and customer loyalty in the commercial airline industry”. Journal of Marketing. 22, 16-24.
Parasuraman, A., Zeithaml, V.A., y Berry, L.L. (1985). “A conceptual model of service quality and implications for future research”. Journal of Marketing. 49, 41-50.
Parasuraman, A., Zeithaml, V.A., y Berry, L.L. (1988). “SERVQUAL: a multi-item scale for measuring consumer perceptions of service quality”. Journal of Retailing. 64, 12-40.
Park, J.W., Robertson, R. y Wu, C.L. (2005). “Investigating the effects of service quality on airline image and behavioral intentions: findings from Australian international air passengers”. Journal of Tourism Studies. 16, 2-11.
Park, J.W., Robertson, R., Wu, C.L. (2006). “Modeling the Impact of Airline Service Quality and Marketing Variables on Passengers Future Behavioral Intentions”. Transportation Planning and Technology. 29, 359-381.
Pons, J. y Reynés, M. (2010). “Movilidad y sostenibilidad en el transporte aéreo: las compañías de bajo coste en los destinos turísticos de España y Baleares”. Revista Transporte y Territorio. 2, 68-98.
Reichheld, F.F., y W. E.J. Sasser. (1990). “Zero Defections: Quality Comes to Services”. Harvard Business Review. 68, 2-9.
Reinartz, W. y Kumar, V. (2002). “The Mismanagement of Customer Loyalty”. Harvard Business Review. 80, 86-94
Rust, R.T., y Zahorik, A.J. (1993). “Customer Satisfaction, Customer Retention and Market Share”. Journal of retailing. 69, 193-215.
Saha, G.C. y Theingi (2009). “Service quality, satisfaction, and behavioural intentions: a study of low-cost airline carriers in Thailand”. Managing Service Quality. 19, 350-372.
Sánchez, P. y Barberá, M. (2007). “Planificación aeroportuaria y estrategias ambientales en Cataluña”. Boletín de la Asociación de Geógrafos Españoles. 45, 99-121.
Schumacker, RE., y Lomax, R.G. (2004). A Beginner’s Guide to Structural Equation Modeling. Lawrence Erlbaum Associates.
Shankar, V., A. K. Smith, y A. Rangaswamy. (2003). “The Relationship Between Customer Satisfaction and Loyalty in Online and Offline Environments”. E-Business Research Center Working Paper. http://www.ebrc.psu.edu/publications/papers/pdf/2000-02.pdf
Sumarwan, U. (2011). Perilaku Konsumen Teori dan Penerapannya Dalam Pemasaran. Bogor: Ghalia Indonesia.
Teichert, T., Shehu, E. y Wartburg, I. (2008). Customer segmentation revisited: the case of the airline industry. Transportation Research Part A: Policy and Practice. 42, 227-242.
Tiernan, S., Rhoades, D.L., Waguespack, B. Jr. (2008). “Airline service quality: Exploratory analysis of consumer perceptions and operational performance in the USA and EU”. Managing Service Quality: An International Journal. 18, 212-224.
Torres, M. (2005). Estudio de la viabilidad de establecimiento de una línea aérea de bajo costo y largo alcance desde el aeropuerto de Barcelona (inédito).
Truitt, L. y Haynes, R. (1994). “Evaluating service quality and productivity in the regional airline industry”. Transportation Journal. 33, 21-32.
Tsoukatos, E. y Mastrojianni, E. (2010). “Key determinants of service quality in retail banking”. EuroMed Journal of Business. 5, 85-100.
Vesel, P., y Zabkar, V. (2009). “Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program”. Journal of retailing a customer services. 16, 396-406.
Zeithaml, V.A., Berry, L.L., Parasuraman, A. (1996). “The behavioral consequences of service quality”. Journal of Marketing Management. 60, 31-46.
Published
2016-06-01
How to Cite
Ibarra-Morales, L. E., & Paredes-Zempual, D. (2016). The quality of service and its effect on the loyalty and satisfaction of passenger airline’s low-cost. Sonora, México. Ágora De Heterodoxias, 2(1), 38-63. Retrieved from https://revistas.uclave.org/index.php/agora/article/view/223
Issue
Section
Original articles from researches
Authors keep their copyrights so articles can be reused for teacher and research purpose. Readers and users can also reuse articles for the same purposes but not for commercial purposes. Ágora de Heterodoxias has no responsibility on information given by collaborators which is not necessarily the point of view of the publication
