The case for process approaches in loyalty research in tourism

Riley, Michael; Niininen, Outi; Szivás, Edith; Willis, T. Hillman

doi:10.1002/1522-1970(200101/02)3:1<23::aid-jtr290>3.0.co;2-m

Cited by 50 publications

(37 citation statements)

References 32 publications

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“…Lee and Cunningham (2001) have argued that attitudinal measures have an advantage over behavioral measures (e.g. repeat patronage) in that they can provide greater understanding of the factors associated with the development of loyalty (Oliva et al, 1992;Riley et al, 2001). Rundle-Thiele and Bennett (2001) also argued that attitudinal loyalty measures would be useful in service markets, since attitudinal measures can identify a customer's favorable attitude towards a company in the service context.…”

Section: Loyaltymentioning

confidence: 99%

The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry

Chen

2010

International Journal of Hospitality Management

212

123

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Section: Loyaltymentioning

confidence: 99%

The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry

Chen

2010

International Journal of Hospitality Management

212

123

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“…Customer loyalty is generally defined in behaviour or attitudinal terms or some combination of the two. Measures of behavioural loyalty include volume and frequency of purchase over time (Riley et al, 2001), proportion of consumption within a specified set of other goods and services located within a defined market Backman and Crompton, 1991), probability of repeat purchase and combinations of the first three measures. Attitudinal loyalty can be measured using a simple attitudinal statement of loyalty toward the service provider (Guest, 1942;Day, 1969;Pritchard and Howard, 1997) or by measuring the commitment to the organisation (Pritchard and Howard, 1993;Selin et al, 1988).…”

Section: Measuring Customer Loyaltymentioning

confidence: 99%

Integrating customer relationship management and revenue management: A hotel perspective

Noone

Kimes²,

Renaghan³

2003

J Revenue Pricing Manag

106

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“…Tourism researchers have reviewed individual concepts (e.g. Riley, Niininen, Szivas, & Willis, 2001, on loyalty), specific influences (e.g. Moutinho, 1993, on social influences on CB), and particular research contexts (e.g.…”

Section: Introductionmentioning

confidence: 99%

Consumer behaviour in tourism: Concepts, influences and opportunities

Cohen

Prayag

Moital

2013

Current Issues in Tourism

569

333

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Although consumer behaviour (CB) is one of the most researched areas in the field of tourism, few extensive reviews of the body of knowledge in this area exist. This review article examines what we argue are the key concepts, external influences and opportune research contexts in contemporary tourism CB research. Using a narrative review, we examine the CB literature published in three major tourism journals from 2000 to 2012. Of 519 articles identified and reviewed, 191 are included in this article. We examine the development of and scope for future research on nine key concepts, including decision-making, values, motivations, self-concept and personality, expectations, attitudes, perceptions, satisfaction, trust and loyalty. We then examine three important external influences on tourism behaviour, technology, Generation Y and the rise in concern over ethical consumption. Finally, we identify and discuss five research contexts that represent major areas for future scholarship: group and joint decision-making, under-researched segments, cross-cultural issues in emerging markets, emotions and consumer misbehaviour. Our examination of key research gaps is concluded by arguing that the hedonic and affective aspects of CB research in tourism must be brought to bear on the wider CB and marketing literature.Keywords: consumption; travel; behaviour; marketing; research agenda Introduction Consumer behaviour (CB) involves certain decisions, activities, ideas or experiences that satisfy consumer needs and wants (Solomon, 1996). It is 'concerned with all activities directly involved in obtaining, consuming and disposing of products and services, including the decision processes that precede and follow these actions' (Engel, Blackwell, & Miniard, 1995, p. 4). CB remains one of the most researched areas in the marketing and tourism fields, with the terms 'travel behaviour' or 'tourist behaviour' typically used to describe this area of inquiry. Few comprehensive reviews of the literature on CB concepts and models exist in the field of tourism. Exceptions include Moutinho (1993) who reviews the social and psychological influences on individual travel behaviour with the aim of developing a model of tourist behaviour and Dimanche and Havitz (1995) Tourism, 2014 Vol. 17, No. 10, 872 -909, http://dx.doi.org/10.1080/13683500.2013 four concepts (ego-involvement, loyalty and commitment, family decision-making and novelty-seeking) in an attempt to methodologically advance CB in tourism studies.A lack of comprehensive reviews is not only due to the extensive breadth of the topic area itself, but also because travel behaviour is generally considered as a continuous process that includes varied yet inter-correlated stages and concepts that cannot always be analysed separately (Mill & Morrison, 2002). Tourism researchers have reviewed individual concepts (e.g. Riley, Niininen, Szivas, & Willis, 2001, on loyalty), specific influences (e.g. Moutinho, 1993, on social influences on CB), and particular research contexts (e.g. Hong, Lee, L...

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The case for process approaches in loyalty research in tourism

Cited by 50 publications

References 32 publications

The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry

The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry

Integrating customer relationship management and revenue management: A hotel perspective

Consumer behaviour in tourism: Concepts, influences and opportunities

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