Re-examining the relationships among perceived quality, value, satisfaction, and destination loyalty

Abstract

Drawing on the literature on service quality, marketing, and tourism, the present study tests a comprehensive model of the effects of perceived quality (PQ) on loyalty in the context of a tourism destination. Using a sample of 249 residents from the United Kingdom and the United States who visited Australia between 2008 and 2012, this research applies partial least squares–structural equation modeling to examine these relationships. PQ is operationalized as a multidimensional construct determined by six destination dimensions: natural and well-known attractions, variety of tourist services, quality of general atmosphere, entertainment and recreation, general environment, and accessibility. Our results support the conceptualization of PQ as a “reflective first-order, formative second-order” model (also referred to as a molar, or type II, higher order model, see Diamantopoulos A, Riefler P, and Roth KP (2008) Advancing formative measurement models. Journal of Business Research 61(12): 1203–1218). Results from this study found that the six reflective first-order dimensions of PQ form the higher (second)-order PQ construct. Moreover, PQ has a stronger effect on loyalty (both direct and indirect through satisfaction) compared to perceived value, which only exercises an indirect effect on loyalty. The study presents new insights on the operationalization of PQ and the network of causal relationships among PQ, value, satisfaction, and loyalty in tourism destinations.

The role of creative self-efficacy, transformational leadership, and digital literacy in supporting performance through innovative work behavior: Evidence from telecommunications industry

“…According to Chiang et al (2013), people with high creative self-confidence are sensitive to positive stimuli and tend to adopt the goal of the approach to achieve positive results. Creative self-confidence is associated with better work performance through a motivational orientation approach, which refers to the goal of setting someone to actively pursue positive results in the workplace (Hallak et al, 2018), high creative self-confidence people more active and autonomous working in pursuit of positive results. In addition, the component of creative self-confidence includes general self-efficacy, one's estimation of their own ability to do and overcome successfully with various situations (Wang et al, 2014).…”

“…Furthermore, domain-specific efficacy beliefs can lead to further experience of work-related flows, an affective state that is closely related to the generation of creative ideas (Chiang et al, 2013). Empirical studies tend to support the idea that self-efficacy has a greater impact on creative work behavior, rather than the impact of self-efficacy in work performance (Hallak et al, 2018). Therefore, the fifth hypothesis tests:…”

Structural Relationships among Antecedents to Perceived Value of Ecotourism for Sichuan Giant Pandas in China

“…The probability sampling method is suggested for future studies in order to extend the boundaries of the empirical analysis and secure the normality of the sample. Lastly, in several studies, perceived value was composed of three to five sub-concepts to confirm causality between variables; future studies can interpret the analysis results more concretely and meaningfully by using perceived value composed of sub-concepts [78][79][80].…”

Transition economy and market factors: the influence of advertising on customer satisfaction in Serbia

“…Second, there is functional quality that includes the processes that take place in order to achieve a specified goal. Some relevant studies for this article discussed the influence of perceived quality on customer satisfaction (Othman, Kamarohim, & Nizam, 2017), and how perceived quality affects customer behaviour that further reduces costs and increases profit margins for companies (Hallak, Assaker, & El-Haddad, 2018).…”