Corporate image, loyalty, and commitment in the consumer travel industry

Richard, James E.; Zhang, Annie

doi:10.1080/0267257x.2010.549195

Cited by 127 publications

(133 citation statements)

References 129 publications

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“…Given the paucity of research on youth tourism (Reisenger & Mavondo, 2002) understanding the significance of dark tourism in co-creating a self and national identity contributes to knowledge in this area. These findings may also contribute to an understanding of loyalty (repeat visits) in the consumer travel industry (Richard & Zhang, 2012).…”

Section: Discussionmentioning

confidence: 99%

Exploring the role of dark tourism in the creation of national identity of young Americans

Tinson

Saren

Roth

2015

Journal of Marketing Management

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motivated by an interest in the relative impact of transition on consumption and identity formation using ritual practice as a context. Publications have centred on the interrelationships between adolescent consumer behaviour and the social factors that affect the consolidation of identity positions. 3 Abstract: The purpose of this paper is to examine the role of dark tourism in constructing narratives and stories which co-create and reinforce national identity. By focusing on the voice of the tourist and their consumer experience, we develop an understanding of youth behaviours and motivations associated with dark tourism and the effect of social influences in forming narratives. This empirical study comprises 20 interviews with young American dark tourist site visitors, 11 of whom were re-interviewed. The emic insights suggest dark tourism experiences can be used to (re)affirm individual roles, enhance feelings of national identity and co-create a self as well as a national identity. An etic conceptual model is proposed that is specifically designed for dark tourism sites. It provides a novel explanation of national identity co-creation and recognises the relationship between tourist motivation, experience and co-creation. Michael Saren is Professor ofKeywords: Co-creation, National Identity, Dark Tourism, Narratives, Youth Summary statement of contribution: This research provides a theoretical contribution to our understanding of the ways in which national identity and dark tourism are linked. Taking a social construction perspective the empirical research design comprises 20 interviews with young American dark tourist site visitors, 11 of whom were re-interviewed. These repeat interviews take account of the reinterpretation of the tourists' experiences and ensure that the researchers' understanding of the first-round interviews was close enough to the interviewees' worldviews. We conceptualise the intricate and sometimes inconsistent stances that visitors take when explaining their dark tourism motivations and reflections and propose a new conceptual framework.4

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Section: Discussionmentioning

confidence: 99%

Exploring the role of dark tourism in the creation of national identity of young Americans

Tinson

Saren

Roth

2015

Journal of Marketing Management

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“…Our results are somewhat similar to the arguments of Chaudhuri and Ligas (2009), that in retail sector, merchandise value is directly related to repurchase loyalty and indirectly related to attitudinal loyalty. While Richard and Zhang (2012) claimed that both brand image and affective commitment will help securing loyal customers but customer satisfaction will have less impact on loyalty. In this research, we claim that loyalty is directly related to customers buying behavioural attitude but indirectly affected by service operations.…”

Section: Discussion and Managerial Implicationsmentioning

confidence: 99%

Impact of customer loyalty and service operations on customer behaviour and firm performance: empirical evidence from UK retail sector

Ramanathan

Subramanian

et al. 2017

Production Planning & Control

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Retail networks are striving to achieve competitive advantage by increasing value through loyalty and efficiency with a focus on service operations. As sales promotions have become an integral part of the retail supply chain planning, customer behavioural aspects based on loyalty and service operations have been challenged greatly. Subsequently, management capabilities, such as planning and timely replenishment, have become complicated tasks for many retail store managers. This study develops a model integrating retail network value and efficiencies with customer behaviour and performance. We validate the model using survey data from prominent UK retail store customers. Our data analysis shows that both loyalty and service operation attributes have positive significant impact on customer behaviour while the service operation mediates the relationship between loyalty and customer behaviour. This result gives a new outlook to build managerial capability based on customer loyalty and service operations. Our results specifically show that the service operation attributes will indirectly influence the customers' buying behaviour even in the presence of loyalty attribute such as promotion schemes. This result sends a strong signal to retail supply chain managers to offer customized promotions considering local community rather than having uniform sales promotion nationwide.

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“…In accordance with commitment theory (Zhou, 2011;Chen et al, 2013), affective commitment serves as a psychological or emotional barrier to switch a brand, due to one's emotional attachment and desire to continue the brand-customer relationship instead of being driven by instrumental motivations (Richard and Zhang, 2012). Sánchez-Garcia et al (2007) show that affective commitment is a significant constituent of relationship quality, in which customers' emotional motives and feelings of belonging toward a brand play a fundamental role.…”

Section: Affective Commitmentmentioning

confidence: 99%

Cultivating the brand-customer relationship in Facebook fan pages

Chang

Fan²

2017

IJRDM

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Structured Abstract: PurposeThe study is to examine determinants of continuous brand-customer relationship via company-hosted SNSs (social networking sites). Factors that influence fans to continue using fast-fashion brands' Facebook fan pages and to maintain the brand-customer relationship are firstly discussed. Subsequently, predictors of fans' engagement and affective commitment to a fast-fashion brand are examined with aim to explore key elements which nurture brand-customer relationship via brands' SNSs. Design/methodology/approachQuantitative research was conducted and structural equation modeling was used, to test the hypotheses on a sample of 202 fast-fashion Facebook fan-page users in Taiwan. FindingsResults demonstrate that engagement, affective commitment and continued intention to use are predominantly influenced by, in turn, social interaction tie, content value and affective commitment. Research limitations/implicationsThe study is limited because it investigated the fast-fashion fan page users in on Asian country, so the findings cannot be generalised to other contexts. Practical implicationsOur findings suggest fan page managers' initiation and involvement in conversations, frequent responses, listening to fans' opinions, and improving fans' experiential value may facilitate them to engage in the brand's activities at a higher level. Originality/valueFindings of this integrated model suggest managerial guidelines for brand managers in this industry regarding how to maintain the brand-customer relationship through social media strategy and they contribute to theory building in continuance intention of SNSs.

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Corporate image, loyalty, and commitment in the consumer travel industry

Cited by 127 publications

References 129 publications

Exploring the role of dark tourism in the creation of national identity of young Americans

Exploring the role of dark tourism in the creation of national identity of young Americans

Impact of customer loyalty and service operations on customer behaviour and firm performance: empirical evidence from UK retail sector

Cultivating the brand-customer relationship in Facebook fan pages

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