Antecedents of airline passenger loyalty: Low-cost versus traditional airlines

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

“…However this study approaches loyalty from the affective phase, where loyalty starts to be built, since according to Oliver (1999), the intention to purchase (conative loyalty) is anteceded by affective loyalty, which is the phase where an intentional loyalty towards a product or service really begins to be projected. Indeed, no studies have researched affective loyalty in urban destinations, and only a few authors have dealt with affective loyalty in contexts such as forest settings (Lee, Graefe, & Burns, 2007), sun and sand (Yuksel, Yuksel, & Bilim, 2010) and airlines (Forgas et al, 2010). For this reason this study, contextualized in an urban destination, proposes the following hypothesis:…”

“…In tourism, recent academic research finds a direct and positive relationship between perceived value and affective loyalty in studies by Sánchez et al (2006) in an investigation of travel agencies, and by Forgas et al (2010Forgas et al ( , 2011 in studies of airline companies, so we put forward the following hypothesis: Some studies test the relationship between perceived value and conative loyalty, such as Lee, Yoon, & Lee, 2007), who identify this relationship in war-related tourism and Gallarza and Gil (2006) in the tourism behaviour of students, which leads to the following hypothesis:…”

“…A review of the literature shows us that the concept has evolved with the passage of time (De Ruyter, Wetzels, Lemmink, & Mattson, 1997;De Ruyter, Wetzels, & Bloemer, 1998;Forgas, Moliner, Sánchez, & Palau, 2010;Sánchez, Callarisa, Rodríguez, & Moliner, 2006;Sheth, Newman, & Gross, 1991;Sinha & DeSarbo, 1998;Sweeney & Soutar, 2001;Woodruff, 1997). In general, perceived value is defined as the judgement or evaluation made by a customer on the basis of his/her comparison between the advantages or utility obtained from a product, service or relationship, and the perceived sacrifices or costs (Zeithaml, 1988).…”

“…The most recent conceptualization considers perceived value as a multidimensional construct, which, as well as the functional component, incorporates an emotional component and a social one (Forgas et al, 2010;Forgas, Moliner, Sánchez, & Palau, 2011;Sánchez et al, 2006;Sweeney & Soutar, 2001), thus overcoming one of the classic problems of perceived value: the excessive concentration on economic utility (Zeithaml, 1988). The academic literature has clearly differentiated the three dimensions -functional, emotional and social -of perceived value.…”

“…Subsequently, Sánchez et al (2006), taking into account the previous studies, developed another scale called GLOVAL, more adapted to the tourism sector, in which they identified 6 dimensions -functional value of installations, functional value referring to the professionalism of the contact personnel, functional value of the product or service, functional value of the price, emotional value and social value. On the basis of the literature review described, of the non-existence of scales for perceived value in urban tourism destinations, and as a consequence of a better adaptation to the tourism sector, this study takes into consideration the six dimensions of the GLOVAL scale and, following earlier studies (Forgas et al, 2010) which take into account the importance of non-monetary costs in the perception of services, adds the non-monetary costs to perceived value as the seventh dimension.…”