Determinants of passenger loyalty in multi-airport regions: Implications for tourism destination

Bezerra, George Christian Linhares; Gomes, Carlos F.

doi:10.1016/j.tmp.2019.04.003

Cited by 46 publications

(33 citation statements)

References 109 publications

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“…Most studies focused on the conduct of repeat tourists are based on the analysis of land-based destinations and activities (Chi, 2012). There is also a large body of loyalty research related to certain topics as follows: destinations (Campón-Cerro et al , 2017); casinos (Shi et al , 2014); transportation issues, such as infrastructure (Bezerra and Gomes, 2019) and modes such as airlines (Koklic et al , 2017); hotels and accommodation (Koo et al , 2020; Mao and Lyu, 2017; Xie and Chen, 2014) as all-inclusive resorts (Yolal et al , 2017); restaurants (Hyun, 2010), and travel agents and tour-operators (Albayrak et al , 2020).…”

Section: Literature Reviewmentioning

confidence: 99%

Addicted to cruises? Key drivers of cruise ship loyalty behavior through an e-WOM approach

Castillo-Manzano

Castro‐Nuño

Barajas

2021

IJCHM

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Purpose This paper aims to identify the drivers that explain loyalty behavior in cruise tourism with the aim of achieving a better understanding of repeat cruisers’ intentions to sail on the same ship or on another ship belonging to the same cruise line or cruise corporation. Design/methodology/approach Based on over 150,000 online reviews about their satisfaction and experience posted by cruisers using so-called electronic Word of Mouth (e-WOM), the authors apply both a graphic and an econometric technique through input-output circular plots and discrete choice models. Findings The main results show that cruisers’ behavior is influenced by multiple onboard attributes, such as the service crew, entertainment options, type of cabin, some characteristics of the ship (age, capacity) and the cruise line (Premium-Luxury versus mainstream), and, specifically, the quality and variety of the gastronomic experience. Practical implications The results highlight that repeats cruisers are predominantly linked to a cruise company or a cruise corporation rather than a particular ship. This result provides information on the moderators that can influence the customers’ repetition behavior, which might be useful for planning revenue management and extending knowledge on hospitality loyalty in general and in the cruise industry in particular, specifically under the current uncertainty due to the COVID-19 pandemic. Originality/value The previous literature has essentially examined revisit intentions in the cruise market from a qualitative approach and the authors have found no study to date that has simultaneously addressed this issue in three dimensions, namely, ship, cruise line and cruise corporation. The research fills this gap by determining the reasons why passengers would repeat a cruise either on the same ship, with the same cruise line or the same cruise corporation based on previous experience.

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Section: Literature Reviewmentioning

confidence: 99%

Addicted to cruises? Key drivers of cruise ship loyalty behavior through an e-WOM approach

Castillo-Manzano

Castro‐Nuño

Barajas

2021

IJCHM

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“…Además, pocos negocios pueden sobre vivir sin contar con una base fiel de consumidores (Pàmies, 2003). Particularmente en la aviación comercial, la habilidad de la aerolínea para fomentar la lealtad de sus clientes incide en su participación de mercado (Bezerra y Gomes, 2019). Por ello, se considera que en este entorno la lealtad lleva al pasajero a seguir usando los servicios de una compañía aérea y a recomendar su uso a otros clientes (Bezerra y Gomes, 2019; Chen y Tsai, 2007; Rasoolimanesh, Md Noor, Schuberth y Jaafar, 2019) y, por tanto, se postula que:…”

Section: Lealtadunclassified

“…Finalmente, se valoró si la satisfacción y la lealtad favorecen el desarrollo de las intenciones de recomendar y reutilizar la aerolínea. Los resultados fortalecen los planteamientos teóricos que afirman que la satisfacción y la lealtad inciden sobre las intenciones de comportamiento (Bezerra y Gomes, 2019;Chen y Chen, 2010;Cossío-Silva et al, 2019;Han et al,2019;Kotler y Armstrong, 2008;Kusumawardani y Aruan, 2019;Lee et al, 2007;Li y Liu, 2019;Pascual et al, 2019;Petrick, 2004;Wang y Lo, 2002). Estos hallazgos tienen también implicaciones prácticas.…”

Section: Conclusionesunclassified

Análisis de la satisfacción de pasajeros de aerolíneas de bajo costo mexicanas

et al. 2020

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Este trabajo se sitúa en el sector de las aerolíneas de bajo costo. El objetivo fue indagar en pasajeros de aerolíneas de bajo costo en México sobre la satisfacción como variable mediadora entre la capacidad de respuesta y la confiabilidad y entre la lealtad y las intenciones de comportamiento. Se utilizó un diseño de investigación cuantitativo, no experimental, transversal, descriptivo, correlacional y no probabilístico. Como técnica de análisis estadístico se usó la modelación estructural con mínimos cuadrados parcializados. De acuerdo con los resultados, se destacan tres vínculos: 1) confiabilidad y satisfacción; 2) satisfacción y lealtad; y 3) satisfacción e intenciones de comportamiento. La relación directa entre confiabilidad y lealtad resultó no significativa.

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“…The model has been used to measure customer loyalty in different areas, such as psychology [ 38 ], satisfaction with university studies [ 39 ] or rural development [ 40 ]. It has also been widely used to study the tourism sector [ 41 , 42 ].…”

Section: Introductionmentioning

confidence: 99%

Tourist loyalty and mosque tourism: The case of the Mosque-Cathedral in Córdoba (Spain)

et al. 2020

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Loyalty is important in the tourism sector since tourists are the key to returning to a destination or recommending it, which is a determining factor in the management of tourist sites. The tourism of Mosques, is a contextualized tourism within religious and cultural tourism. This research aims to analyze the loyalty of tourists of Islamic origin in the Cathedral Mosque of Cordoba. Unlike previous studies, this research adopts a comprehensive approach by considering cultural factors in the analysis of loyalty of Islamic tourists in mosque tourism. The methodology used in this study was a structural equation model with a partial least squares (PLS) analysis. The sample is made up of 262 tourists of Islamic origin at Cordoba Cathedral Mosque. This model does not correspond to factors identified by the previous literature, which adopts an religious perspective of Islamic tourists in mosque tourism. The methodology used in this study was a structural equation model with a partial least squares (PLS) analysis. The sample is made up of 262 tourists of Islamic origin in Cordoba Cathedral Mosque. This model does not correspond to factors identified by the previous literature, which adopts an religious perspective.

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Determinants of passenger loyalty in multi-airport regions: Implications for tourism destination

Cited by 46 publications

References 109 publications

Addicted to cruises? Key drivers of cruise ship loyalty behavior through an e-WOM approach

Addicted to cruises? Key drivers of cruise ship loyalty behavior through an e-WOM approach

Análisis de la satisfacción de pasajeros de aerolíneas de bajo costo mexicanas

Tourist loyalty and mosque tourism: The case of the Mosque-Cathedral in Córdoba (Spain)

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