An Empirical Assessment of Customer Satisfaction in Tourism

The goal of this project is to find out if Spain is undergoing a disinvestment process in foreign service companies which might be leading to offshoring. To achieve this – after tackling conceptual and methodological aspects – a company's total disinvestment has been estimated. Subsequently, its ratio to gross investment has been evaluated for the whole sector and for all the activities the company performed in the 1993–2004 period. The result does not show a worrying disinvestment process. Over the last year in the study, though, a significant change has been seen, which might suggest the beginning of a disinvestment process in some activities – as is happening worldwide.