Drivers of customer loyalty and word of mouth intentions: moderating role of interactional justice

Saleem, Muhammad Abid; Yaseen, Asif; Wasaya, Allah

doi:10.1080/19368623.2018.1469447

Cited by 38 publications

(33 citation statements)

References 96 publications

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“…Tourists' satisfaction with tourist destination online content (TDOC), such as the quality of online information on tourism deals and its accessibility on the internet, may help shape their positive emotions, such as happiness, brand loyalty, and intentions to visit a tourist destination and to spread positive electronic word-of-mouth (eWOM) (Saleem et al, 2018). Scholars define eWOM communication as customers' positive or negative statements on the internet about the product, service, people, and institutions .…”

Section: Introductionmentioning

confidence: 99%

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Online Tourism Information and Tourist Behavior: A Structural Equation Modeling Analysis Based on a Self-Administered Survey

Majeed

Zhou

et al. 2020

Front. Psychol.

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This study presents the interacting phenomena of perceptions of tourist destination online content (TDOC) and tourists' behavioral intentions with a mediating role of tourists' satisfaction, which is as yet under-explored in hospitality and tourism research. A model based on three main constructs, namely TDOC (with sub-constructs of online information quality and user-friendly accessibility), satisfaction, and tourists' behavioral intentions [with sub-constructs of intentions to visit a tourist destination and electronic word-of-mouth (eWOM)], is presented to determine the growth of tourism business with the internet. Data were collected via a questionnaire-based survey from 413 tourists staying at hotels in Lahore city in Pakistan. Partial least square structural equation modeling was used to statistically analyze the gathered data. The findings indicate that tourists' perceptions of TDOC directly influence their behavioral intentions, while tourists' satisfaction exerts a mediating influence between tourists' perceptions of TDOC and their behavioral intentions. Taking advantage of an economical and widespread online environment, destination marketing organizations could attract more tourists by fostering confidence in TDOC and positive eWOM to remain competitive in the long run. Important theoretical and practical implications are discussed.

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Section: Introductionmentioning

confidence: 99%

“…Such online communications may impact informationseeking consumers ' perceptions, satisfaction, happiness, and behaviors, e.g., eWOM, travel intentions, etc. (Parra-López et al, 2011;Sun et al, 2016;Saleem et al, 2018).…”

Section: Introductionmentioning

confidence: 99%

Online Tourism Information and Tourist Behavior: A Structural Equation Modeling Analysis Based on a Self-Administered Survey

Majeed

Zhou

et al. 2020

Front. Psychol.

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“…The effort of service recovery is often evaluated via the perceptions of justice framework [33]. According to the interactional justice theory (IJT), consumers' perceptions of the fairness of service providers' behaviors toward consumer complaints represent the positive image of the service provider and the high perceived value of the service [34,35]. The manner in which a complaint is dealt with can be more critical and impressive than the service failure itself [10].…”

Section: Literature Reviewmentioning

confidence: 99%

Identifying the Types and Impact of Service Provider’s Responses to Online Negative Reviews in the Sharing Economy: Evidence from B&Bs in China

Liu

Nian

et al. 2020

Sustainability

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Online consumer complaints are closely related to business reputation and elicit managers' persistent efforts. However, service providers in the sharing economy (SE) lack the skills to communicate with consumers because most are informal or nonprofessional property owners. This research aims to examine the relationship between service providers' responses and prospective consumers' perceived helpfulness in the SE by using bed and breakfasts (B&B) as the sample. Response length and voice are adopted to measure the content quality of B&B's response to an online complaint. Three types of voices (defensive, formalistic, and accommodative) are identified by analyzing service providers' responses to negative reviews, among which the accommodative voice with empathic statements is the most effective. An inverted-U curve relationship between response length and helpfulness votes is verified based on cognitive load theory. Moreover, interactive effects between response length, review length, and images are also examined. This study suggests the investigation of online reviews from comprehensive perspectives, as well as the adoption of personalized strategies by SE practitioners to respond to consumer complaints.

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“…Thus, marketing professionals have not been oblivious to this issue and the implications it has on the results of the company [42]. For Sivadas and Jindal [15], the wom can be defined as the transmission of experiences from person to person that does not originate commercially with respect to a brand or service, being perceived as more credible than advertising; for its part, Saleem et al [43] state that the wom refers to communications between clients, talking about their experiences and evaluating a service.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…According to Saleem et al [43], the intentions of wom list several factors, among which is the quality of service as one of the most important [39]. In this way, in the tourism industry, there is a link between customer satisfaction and their tendency to share their experiences with positive recommendations [15,16,34,35,[46][47][48][49][50].…”

Section: Research Hypothesismentioning

confidence: 99%

Predicting Thalasso Tourist Delight: A Hybrid SEM—Artificial Intelligence Analysis

et al. 2018

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This study focuses on the influence of the quality of services received by thalassotherapy customers on their global satisfaction and the relationship between this and the word of mouth. This study uses a hybrid SEM-classification tree analysis. The empirical findings reveal a significant relationship between the quality of each offered service and global satisfaction. This study contributes to identify tourist's satisfaction or delight on received thalasso services through a proposed methodology. The main contribution of this work consists of the proposal of a methodology to identify objectively through the opinion of tourists if they were satisfied or had reached delight. This work demonstrates, confirming what has been found in previous literature, that global satisfaction is related to the different experiences provided by the service. Thus, all hypotheses are accepted, supporting the hypotheses that relate the pool, the staff, the treatments, and the environment to satisfaction. In addition, the hypotheses that link satisfaction with the word of mouth are also supported. This theoretical implication has important practical implications for managers of the type of facilities such as those studied in this paper, since it shows that it is not enough to do well in one of the services provided if the environment or the interaction with the staff is not right.

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Drivers of customer loyalty and word of mouth intentions: moderating role of interactional justice

Cited by 38 publications

References 96 publications

Online Tourism Information and Tourist Behavior: A Structural Equation Modeling Analysis Based on a Self-Administered Survey

Online Tourism Information and Tourist Behavior: A Structural Equation Modeling Analysis Based on a Self-Administered Survey

Identifying the Types and Impact of Service Provider’s Responses to Online Negative Reviews in the Sharing Economy: Evidence from B&Bs in China

Predicting Thalasso Tourist Delight: A Hybrid SEM—Artificial Intelligence Analysis

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