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


Two-dimensional loyalty constructs



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Two-dimensional loyalty constructs

Research area

Authors

Research subject

Destination

G. Lee 2001

Attitudinal loyalty

Behavioral loyalty

C. Martin 2005

Attitudinal loyalty

Behavioral loyalty

K. Hernandez et al. 2006

Attitudinal loyalty

Behavioral loyalty

X. Li et al. 2007

Attitudinal loyalty

Behavioral loyalty

Other


X. Li, J. F. Petrick 2008

Attitudinal loyalty

Behavioral loyalty

P. Mechinda et al. 2009

Attitudinal loyalty

Behavioral loyalty



Three-dimensional loyalty constructs

Research area

Authors

Research subject

Destination

J. Lee et al. 2007

Attitudinal loyalty

Conative loyalty

Behavioral loyalty

A. Yüksel et al. 2010

Attitudinal loyalty

Conative loyalty

Behavioral loyalty

Source: Author’s compilation based on Campon, Alves, Hernandez 2013; Matias et al. (eds.) 

2013, pp. 13–40.




96

IZABELA MICHALSKA-DUDEK



Table 3. The review of selected research on loyalty antecedents in the tourism industry

Author

Analyzed 

variables

Research 

subject

Research results

L.P. Pritchard,  

D. Howard 1997

Loyalty


Satisfaction

Consumer’s 

involvement

Perception of 

service quality

Tourist 


services

Emphatic  service  provider,  consum-

er’s involvement and satisfaction rep-

resent  three  key  factors  determining 

real loyalty in tourist services.

J. F. Petrick 1999

Satisfaction

Perceived service 

value

Loyalty


Repurchase 

declaration

Golf course

Loyalty  depends  on  satisfaction  and 

satisfaction  with  a  customer’s  per-

ceived  service  value.  Internal  varia-

bles  have  limited  influence  on  con-

sumer  satisfaction,  perceived  value, 

loyalty, and consumer repurchase dec-

larations.  Satisfaction,  perceived  val-

ue, and loyalty jointly explain particu-

lar behaviors related to repurchases of 

recreational services.     

J. T. Bowen, S. 

Chen 2001

Satisfaction

Loyalty

Hospitality 

industry

The relation between satisfaction and 

loyalty is not a linear one.

L. Lee,  

M. F. Cunningham 

2001


Loyalty

Service quality

Travel 

agencies


Perceived  service  quality,  offer  costs, 

and costs of leaving exert a significant 

impact  on  consumer  loyalty  in  the 

market of travel agencies.

J. F. Petrick,  

S. J. Backman 

2001

Repurchase 



declaration

Satisfaction

Perceived value 

of an offer

Loyalty

Recreational 

services

Satisfaction, perceived value of an of-

fer,  and  loyalty  jointly  influence  con-

sumer declarations regarding an offer 

repurchase.  Among  the  analyzed  fac-

tors,  satisfaction  constitutes  the  best 

repurchase  prediction.  Loyalty  de-

pends on satisfaction and the consum-

er’s perception of the value of an offer.

Y. Yoon, M. Uysak 

2005

Motivation



Satisfaction

Loyalty


Destination

Destination loyalty is correlated with 

tourists’  satisfaction  as  a  result  of 

their  experiences.  Satisfaction  repre-

sents the factor negatively correlated 

with  a  “pull”  type  motivation  (refer-

ring  to  destination  choice).  However, 

it  does  not  depend  on  a  “push”  type 

motivation (referring to tourist activ-

ity),  which,  in  turn,  is  positively  cor-

related  with  loyalty  to  a  given  desti-

nation.



97

MULTIDIMENSIONALITY AND DETERMINANTS OF CONSUMER...

L. Hernández- 

-Lobato,  

M. M. Solis- 

-Radilla,  

M. A. Moliner- 

-Tena,  


Sánchez-García

2006  


Destination 

Image (natural 

resources, 

service quality, 

entertainment, 

and affective 

images)

Satisfaction

Loyalty

Destination

The  paper  analyzes  the  causal  rela-

tionships  among  three  key  variables 

in tourism marketing: image, satisfac-

tion,  and  loyalty.  Destination  images 

influence tourist loyalty and behavio-

ral intention in the tourist industry.

W. Kim, H. Han

2008


Perceived quality

Perceived value

Relationship 

quality 


(customer 

satisfaction, 

trust)

Loyalty 


intentions

Restaurant

This study examines the relationships 

among  perceived  quality,  perceived 

value,  relationship  quality  (customer 

satisfaction  and  trust),  and  loyalty 

intentions  in  the  full‐service  restau-

rant  industry.  The  results  support 

the hypothesized relationships among 

the  study’s  constructs.  In  addition, 

relationship  quality  was  found  to  be 

a partial mediator in the relationship 

between  perceived  value  and  loyalty 

intentions. 

P. Mechinda,  

S. Serirat,  

N. Gulid 2009

Destination 

loyalty 

(attitudinal and 

behavioral)

Attachment

Perceived value

Satisfaction

Motivation (pull, 

push)


Familiarity

Destination

Multiple  regression  analysis  indicat-

ed  that  attitudinal  loyalty  is  mainly 

driven by attachment, familiarity, and 

perceived  value,  whereas  behavioral 

loyalty  is  driven  by  familiarity.  Only 

one  dimension  of  a  pull  motivation 

(history,  heritage,  and  knowledge) 

influenced  attitudinal  loyalty,  where-

as a pull motivation had no effect on 

behavioral  loyalty.  Regarding  push 

motivation,  tourists’  desire  for  nov-

elty  negatively  influenced  behavioral 

loyalty.  Finally,  male  tourists  tended 

to  be  more  attitudinally  and  behav-

iorally  loyal,  while  tourists  who  had 

children living with them showed less 

attitudinal loyalty. 

S. Lee, S. Jeon,  

D. Kim 2011

Perceived 

quality of tourist 

offers


Consumer 

expectations

Satisfaction

Motivation

Travel 

agencies


Tourists’  expectations  have  a  nega-

tive impact on their perceptions of the 

quality of an offer, whereas consumers’ 

motivations  have  a  positive  influence 

on them. However, the perceived qual-

ity of an offer has a positive impact on 

consumer  satisfaction.  An  inverse  re-

lationship  occurs  between  satisfaction 

and tourists’ complaints as well as the 

direct  relation  between  customer  sat-

isfaction  and  loyalty  (the  more  com-

plaints, the lower the loyalty level).





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