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
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). |