How Service Quality Affects Customer Loyalty in the Travel Agency: The Effects of Customer Satisfaction, Service Recovery, and Perceived Value

Kuo, Nien-Te; Chang, Kuo‐Chien; Cheng, Yi-Sung; Lai, Chia-Hui

doi:10.1080/10941665.2012.708352

Cited by 72 publications

(64 citation statements)

References 58 publications

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“…Customer perceived value is a key construct to attain sustainable competitive advantage (Kuo et al, 2013). In the past decade, perceived value has been applied to understand consumer's adoption of new technologies.…”

Section: Earlier Studies On Perceived Valuementioning

confidence: 99%

Mobile services adoption in a hospitality consumer context

Rita

Oliveira

Estorninho

et al. 2018

IJCTHR

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Purpose This study aims to present a model drawn on both the extension of the unified theory of acceptance and use of technology (UTAUT2) and the perceived value for explaining consumer behavior toward mobile hospitality services (MHS) from two perspectives: intention to use and recommendation. Design/methodology/approach The partial least square (PLS) was applied to data gathered from 348 validated responses to a survey to test a number of research hypotheses. Findings Results found that the proposed conceptual model explains 62 per cent of the intention to use of MHS and 51 per cent of the variation in the recommendation. Perceived value plays a role in explaining both the intention to use and recommend MHS, with both constructs also helping in explaining behavior intention, to which effort expectancy, facilitating conditions and performance expectancy also contribute. Originality/value This research goes beyond perceived value by combining it with a cornerstone model, UTAUT2, used in technology adoption studies. The paper addresses updated MHS that include but are not limited to mobile hotel reservations.

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Section: Earlier Studies On Perceived Valuementioning

confidence: 99%

Mobile services adoption in a hospitality consumer context

Rita

Oliveira

Estorninho

et al. 2018

IJCTHR

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“…The service recovery comprised of three dimensions; distributive justice (four items), procedural justice (four items), and interactional justice (four items). As for customer satisfaction, the measurement employed in this study was adapted from the scale developed by Kuo, Chang, Cheng, and Lai (2013) and was operationalized with four items based on tourists overall satisfaction about the hotel that they had stayed. Corporate image in the present study was measured using the ten-item scale developed by Kandampully and Suhartanto (2000), which operationalized based on holistic image and image attributes.…”

Section: Insert Table 1 Herementioning

confidence: 99%

Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty

Liat

Mansori

Chuan

et al. 2017

Journal of Global Marketing

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As the number of tourists continues to grow globally, the hospitality industry players inevitably face more challenges. High competition among the competitors and emergence of new technologies such as online booking platforms make the competition more intense among players in the hospitality sector. The quality of services provided is undoubtedly crucial to the success of the hotel. Hence any service failure has to be addressed appropriately in order to maintain a high level of customer satisfaction and to keep the image of the hotel intact. It is therefore vital that service recovery programmes are carefully planned to meet various types of service failures which may inevitably occur. In this study, questionnaires were distributed to customers who had experienced service failures. The aim was to investigate the influence of service quality and service recovery on satisfaction, and ultimately the effect on customer loyalty. The research also tested the mediating effect of corporate image between the relationship of customer satisfaction and customer loyalty. The findings showed that both service recovery and service quality had a significant impact on customer satisfaction. Similarly, it was found that customer satisfaction induced customer loyalty towards the hotel operator. The result also showed corporate image mediated partially between the relationship of customer satisfaction and customer loyalty.

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“…In addition, a procedural justice strategy that emphasizes the systematic and appropriate process of airlines in solving a delay including timeliness, promptness, or flexibility can be trained. These recovery strategies have been empirically investigated in the airline industry (Chang & Chang, 2010), in the restaurant industry (Ha & Jang, 2009;Kim, 2011), in travel agency industry (Kuo, Chang, Cheng, & Lai, 2012) and in the hotel industry (Kim, Kim, & Kim, 2009).…”

Section: Discussionmentioning

confidence: 99%

The Impact of Brand Relationship and Attributions on Passenger Response to Service Failure

Kim

Cho

2013

Asia Pacific Journal of Tourism Research

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It is important for service companies to develop and maintain consistent and stable consumer loyalty. Although consumer brand relationship and attributions have been applied to various service industries, they have not been investigated in the airline industry where passenger emotions are considered critical. This study addresses the consequences of brand relationship quality, the mediating influence of emotions, and the moderating role of switching costs through structural equation modeling of data collected from passengers who had experienced flight delay. The results suggest that (1) airline relationship with passengers is an important and valuable asset, especially in the case of stability attributions, (2) negative emotions play a partial or full mediator role in the causal relationship between attributions and behavioral intentions, and (3) minimizing negative emotions is more effective than relying on switching costs for behavioral intentions. It can be concluded that the airline industry should try to manage passenger emotions more appropriately since passengers have an emotional attachment to their brands and passengers' negative emotions can be influential to repurchase intentions when service failures occur.

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How Service Quality Affects Customer Loyalty in the Travel Agency: The Effects of Customer Satisfaction, Service Recovery, and Perceived Value

Cited by 72 publications

References 58 publications

Mobile services adoption in a hospitality consumer context

Mobile services adoption in a hospitality consumer context

Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty

The Impact of Brand Relationship and Attributions on Passenger Response to Service Failure

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