Nr 33 2014 folia turistica multidimensionality and determinants of consumer loyalty in tourist services



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Source: Author’s compilation.

 

 



 

 

 

 

 

 

 

 

 

 

 



 

 

 

 

 

 

Endogenous 



determinants 

of loyalty 

Exogenous 

determinants 

of loyalty 

Consumer inertia 

factors 

MACROECONOMIC

 

FACTORS 

SUBJECTIVE FACTORS 

CONSUMER LOYALTY 

IN THE TOURISM MARKET  

(to brand, offer, staff, purchase place, 

community

or organization in tourism market) 



OBJECTIVE FACTORS: 

Internal economic factors  

 

 

Internal non-economic factors 

External economic factors  

 

 

External non-economic factors 


94

IZABELA MICHALSKA-DUDEK



Table 2. Studies of loyalty in the tourism industry

One-dimensional loyalty constructs

Research 

area

Authors

Research subject

A c c o m m o d a -

tion

J. Gould-Wiliams 1999



Guest loyalty

J. Kandampully, D. Suhartanto 2000, 2002 Customer loyalty

K. Buracom 2002

Loyalty


S.H. Tsaur et al. 2002

Guest loyalty

I. Skogland, J. A. Siguaw 2004

Loyalty


C. H. Lin 2005

Loyalty


C. Voces 2005

Loyalty


S. M. Loureiro, F. J. Miranda 2006, 2008

Loyalty


B. Chitty et al. 2007

Loyalty


A. B. Shammout 2007

Loyalty


Destination

J. T. Bowen, S. L. Chen 2001

Destination loyalty

S. L. Chen, D. Gursoy 2001

Loyalty

S. G. Q. Chi 2005

Destination loyalty

H. San Martin 2005

Loyalty

Y. Yoon, M. Uysal 2005

Destination loyalty

M. G. Gallarza, I. Gil 2006

Destination loyalty

H. H. Huang, C. K. Chiu 2006

Destination loyalty

B. Kao 2007

Destination loyalty

A. Yüksel, F. Yüksel 2007

Expressed loyalty intentions

S. G. Q. Chi, H. Qu 2008

Destination loyalty

K. Kim 2008

Destination loyalty

G. Prayag 2008

Destination loyalty

I.  Rodriguez  del  Bosque,  H.  San  Martin 

2008

Destination loyalty



F. Martinez et al. 2009

Loyalty


P. Mechinda et al. 2010

Attitudinal loyalty

V. Vale et al. 2010

Loyalty


Other

J. E. Bigne, L. Andreu 2004, 2005

Loyalty

K. Alexandris et al. 2006

Loyalty

Other


K. Matzler et al. 2007

Loyalty


R. Faullant et al. 2008

Loyalty


J. Anuwichanont, P. Mechinda 2009

Loyalty


T. C. Kan et al.2009

Loyalty


T. F. Yen et al. 2009

Loyalty



95

MULTIDIMENSIONALITY AND DETERMINANTS OF CONSUMER...

–  intentions regarding future behavior [Tian-Cole et al. 2002; Baloglu et 

al. 2003; Lee et al. 2004; Alen, Fraiz 2006; Alen et al. 2007; Chen, Tsai 

2007; Sophonsiri 2008; Hu et al. 2009; Lee 2009],

–  the probability of a recommendation or a repeat visit [Hui et al. 2007],

–  future destination selection [Tian-Cole, Crompton 2003],

–  word of mouth recommendation [Kim, Cha 2002].

Other authors decided to use two constructs [Bigne et al. 2001, 2005; 

Kozak 2001; Petrick 2004; Barroso et al. 2007; Sanz 2008], which usually 

took the form of:

–  the intention to return,

–  the intention to recommend [Campon, Alves, Hernandez 2013, p. 28].

There was one study whose result differentiated between the three con-

structs, namely the intention to pay a return visit in the short, medium, or 

long-term period [Jang, Feng 2007].

An attempt to identify the basic determinants of consumer loyalty in 

the tourism market has for years constituted an important objective of nu-

merous studies. Table 3 presents the review of research results analyzing 

factors which determine consumer loyalty in the tourism market.




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