In search for customer loyalty model of tourist services

Abstract

Keywords customer behavior, customer loyalty of tourist services, customer loyalty model of tourist enterprises Abstr actThe purpose of the hereby study is to discuss models presented in the subject literature and reflecting the customer loyalty development process, identifying the explanatory variables applied in these models, as well as specifying the ones which can be subject to verification in research covering customer loyalty on tourist market. The author attempts to implement the selected model constructions in the area of tourist economy, whereas the analysis and critical approach to the available literature facilitates the development of a theoretical model proposal covering customer loyalty of tourist enterprises. IntroductionThe main objective of this review presenting theoretical concepts is to discuss models presented in the subject literature and reflecting the customer loyalty development process, identifying the explanatory variables applied in these models, as well as specifying the ones which can be subject to verification in research covering customer loyalty on tourist market. In accordance with the research methodology, the research methods used in the article 86Service Management Izabela Michalska-Dudek represent preliminary research of an exploratory nature and constitute a starting point for other studies of the subject matter. The method used was a review of literature for utilitarian purposes and cognitive purposes of a heuristic nature and based on the analysis and evaluation of previous research projects and existing publications covering the subject matter. The analysis and critical approach to literature allows for an organization and aggregation of knowledge and also supports the conceptualization of the underlying terms. The author attempts to implement the selected model constructions in the area of tourist economy, whereas the analysis and critical approach to the available literature facilitates the development of a theoretical model proposal covering customer loyalty of tourist enterprises.The knowledge of customer behavior emerged at the background of empirical market research initiated in USA by: V. Pareto, P.A. Samuelson, J.R. Hicks and the other representatives of neoclassical school of economics, especially its subjectivist field, who were closely analyzing customer behaviors, specifying their scales of preference and many different determinants influencing purchase decisions and who applied an interdisciplinary approach in the course of analyzing cause and effect correlations responsible for customer behaviors (Światowy, 2006: 14; Smyczek, Sowa, 2005: 59). The development of an independent scientific discipline defined as "customer behavior" originates from marketing which inspired research and implemented its results in business activities of an enterprise. This complicated nature of customer behavior, as well as the diversity of determinants influencing such behavior became an incentive for researchers to take up a complex approach to internal and external impacts res...

Loyalty Model Proposal of Travel Agency Customers

“…Some loyalty models point to a simple correlation between several basic variables, whereas others are a description of complex relationships which occur between various phenomena and factors. Some of the models developed by researchers were verified through empirical studies, whereas others were not (more in: [8][9][10]). Table 1 presents the overview of the variables which characterize the 7 most commonly presented models in the subject literature.…”

“…For this reason, the industry approach plays a crucial role in loyalty modelling in the tourist market. [10].…”

Pengujian Empiris Brand Satisfaction terhadap Brand Loyalty yang di Moderasi oleh Emotional Brand Attachment dan Brand Love

“…Satisfaction is a person's feeling of pleasure or disappointment because of comparing the perceived performance (outcome) of a product with the expectations (Kotler & Keller, 2016). Hence, overall satisfaction is determined by the comparison between product or service expectations and performance perception (Michalska-Dudek, 2015). Song et al (2019), on 404 Starbucks consumers in Korea stated that satisfaction was a necessity for the emergence of consumer loyalty.…”