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Tourist citizenship behavior (TCB) is crucial for tourist destination management because of the benefits it provides to destinations. Despite the importance of this discretionary and altruistic behavior, however, scant research has analyzed TCB at the destination level.The present study addresses this gap. It examines the relationships between destination identification, perceived value, and TCB. It also explores the relationship between TCB and willingness to sacrifice to visit a destination. Data on a sample of 629 tourists (aged 18 years or older) were collected to test the proposed hypotheses using structural equation modeling. TCB is a reflective second-order construct (dimensions: recommendation, helping, and feedback). The results show that both destination identification and perceived value are positively related to TCB, which positively affects willingness to sacrifice. Thus, the findings provide evidence that both destination identification and perceived value are important factors in understanding tourists' citizenship behavior in destinations. Furthermore, the study shows that tourists who are willing to help others by giving feedback and recommending a certain destination (i.e., performing TCB) are also willing to make additional sacrifices to travel to that destination. The theoretical and practical implications for researchers and tourism managers at the destination level are discussed.

Purpose -Studies on customer satisfaction and loyalty have focused on brand rather than product. It is not that brand is not important, but the process of loving a brand starts with a product. Customers appreciate products by themselves, independent of the brand, as shown in their pursuit of satisfaction and development of loyalty. Such appreciation seems to be prominent regarding innovative products when compared to traditional products. This paper aims to investigate this issue and provide a product-brand typology. Design/methodology/approach -The paper takes the form of empirical research on a partial application of the typology. Findings -Results show that the relationship satisfaction-loyalty is significantly present when evaluating products alone albeit a weaker presence than when evaluating brand alone. Such unequal presence is corroborated in both traditional (bottled wine) and innovative (electronic) products even though it is much stronger in innovative products. The relationship satisfaction-loyalty is also present when evaluating product and brand combined, indicating that there is an intermediate position between product and brand. In contrast, the literature treats brand and product-brand as being in the same category thereby diminishing the importance of a useful difference between brand and product-brand. Practical implications -There are practical consequences of applying the typology and examining the findings. The relationship satisfaction-loyalty starts with the product, includes the product-brand, and culminates with the brand. This process is significantly more important regarding innovative products, such as electronics, as compared to traditional products such as wine. Originality/value -This study introduces a typology underscoring the pursuit of satisfaction and development of loyalty in three conditions of product presence versus brand presence, that is, product alone, brand alone, and product and brand combined.

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Purpose - This study contributes a multidimensional measure of service quality impacting on the trust and satisfaction of customers using internet banking. Design/methodology/approach - Unlike previous studies reporting on independent factors of service quality affecting customer trust and satisfaction, this study elaborates and tests a multidimensional measure of service quality in the context of internet banking services. In addition, this study tests a proposed model and rival models showing how service quality impacts on customer trust and satisfaction. Findings - Service quality is a second-order factor with 6 dimensions revealing 6 important characteristics of the service quality that is expected in Internet banking. They are not separate characteristics of service quality but dimensions of a construct. The proposed model showing a direct impact of service quality on satisfaction and an indirect one on trust is the best tested model using structural equations. Research limitations/practical implications: The research limitations and practical implications of the results are discussed. Originality/value - The study elaborates and tests a multidimensional measure that is a comprehensive, and at the same time, parsimonious, approach to service quality when explaining customer trust and satisfaction in internet banking services