Relationship Quality with a Travel Agency: The Influence of the Postpurchase Perceived Value of a Tourism Package

Tena, Miguel Ángel Moliner; Sánchez, Javier; Rodríguez, Rosa María Moreno; Callarisa, Luis

doi:10.1057/palgrave.thr.6050052

Cited by 144 publications

(107 citation statements)

References 71 publications

(82 reference statements)

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“…When consumers feel higher pleasure for marketing events, they will have higher satisfaction and affective commitment (Moliner, Sanchez, Rodriguez, & Callarisa, 2007); thus it is more difficult for them to switch behaviors (Bansal, Irving, & Taylor, 2004). It can be seen that customers' satisfaction will have a positive effect on commitment , and the highly satisfaction can positively enhance the commitment (Lewis & Soureli, 2006).…”

Section: Relationship Between Satisfaction and Commitmentmentioning

confidence: 99%

Competing Model of Event Marketing Activities

Wu¹

2016

IJMS

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Event marketing is the important strategy for the regional tourism development. It is worthwhile to be discussed that the cooperation between regional image and physical environment can shape the regional features and intensify tourists' attitudes and tourist willingness towards regions. This study took the regular event marketing activities (Xinshe Sea of Flowers events in Taichung; Sakura Festival in Formosa Aboriginal Culture Village in Sun Moon Lake) held in two regions in Taiwan as the examples to discuss the effect of event marketing activities in different regions, regional image and physical environment on tourists' experiential value, satisfaction, trust and commitment, so as to establish the competing model, compare the intensity difference in each path relationship and deeply analyze the effect of different event marketing activities.After the analysis of 500 valid questionnaires, it can be found that: (1) the event marketing activities and physical environment in two regions both have the significantly positive effect on tourists' experiential value; (2) The tourists' experiential value has the significantly positive effect on satisfaction and trust; (3) The tourists' trust has the significantly positive effect on commitment; (4) However, the regional image has no significant effect on tourists' experiential value. Besides, there is significant difference in the influencing intensity of the two paths: (1) The tourists' satisfaction for Xinshe Sea of Flowers events in Taichung has the significantly positive effect on trust, while there is no significantly positive effect in the other region; (2) The influencing intensity of tourists' experiential value for Sakura Festival in Formosa Aboriginal Culture Village in Sun Moon Lake on trust is significantly greater than that in the other region. It can be seen that the event marketing in different regions can generate the impact with different intensity. Therefore, each region should cooperate with its physical environment to plan the characteristic event marketing strategies.

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Section: Relationship Between Satisfaction and Commitmentmentioning

confidence: 99%

Competing Model of Event Marketing Activities

Wu¹

2016

IJMS

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“…For example, studies on the higher order relationship quality concept suggest trust, satisfaction and commitment to be dimensions or antecedents of the construct (Hutchinson et al, 2010;Rauyruen and Miller, 2007;Roberts et al, 2003;Skarmeas and Robson, 2008). In contrast, other researchers suggest that satisfaction is antecedent to trust and commitment (Ha and Muthaly, 2008;Hennig-Thurau et al, 2002;Moliner, 2007aMoliner, , 2007b, while others suggest trust and commitment are antecedent to satisfaction (Farrelly and Quester, 2005;Walter et al, 2000), or only by trust as an antecedent (Anderson and Narus, 1990;Ganesan, 1994;Mohr and Spekman, 1994). Finally, it has been suggested that satisfaction is a mediator between trust and commitment and other outcomes (Garbarino and Johnson, 1999;Lee et al, 2010;Svensson et al, 2010).…”

Section: Introductionmentioning

confidence: 99%

Antecedents and postcedents of satisfaction in business relationships in Canada

Hutchinson

Singh

Svensson³

et al. 2011

IJLEG

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This paper reports the findings of an investigation of whether trust and commitment influence satisfaction, and whether satisfaction then influences specific investments, opportunism, and formalisation. Using data collected in a survey of Canadian managers and executives, a model derived from marketing theory and previous empirical research was tested. The model includes both relationship marketing concepts and transaction cost theory concepts, an approach rarely encountered in existing studies. Satisfaction in an exchange relationship is formed by keeping promises in an iterative process, and serves as a safeguard against possible future risks (e.g., opportunism). Finally, we discuss the limitations of the study.

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“…Nilai persepsian pelanggan sebagai evaluasi keseluruhan pelanggan terhadap produk berdasarkan persepsi apa yang didapat dan apa yang diberikan (Zeithaml, 1988). Nilai persepsian pelanggan sebagai variabel dinamis yang didapat setelah konsumsi (Moliner et al, 2007). Nilai adalah persepsi nilai fungsional dari kualitas dan harga barang atau jasa, nilai emosional, dan nilai social dampak dari pengalaman pribadi dan pilihan-pilihan lainnya (Moliner et al, 2007).…”

Section: Pendahuluanunclassified

“…Nilai persepsian pelanggan sebagai variabel dinamis yang didapat setelah konsumsi (Moliner et al, 2007). Nilai adalah persepsi nilai fungsional dari kualitas dan harga barang atau jasa, nilai emosional, dan nilai social dampak dari pengalaman pribadi dan pilihan-pilihan lainnya (Moliner et al, 2007). Nilai persepsian pelanggan sebagai proses dari aspek prapembelian, transaksi, dan pasca pembelian dalam berbagai situasi (Woodruff, 1997).…”

Section: Pendahuluanunclassified

Interelasi Determinan Loyalitas Pelanggan Layanan Kartu Prabayar GSM Simpati

Ayuni¹,

Mulyana²

2017

jmi

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AbstrakIndustri telekomunikasi telah berkembang dengan pesat dalam beberapa decade terakhir. Deregulasi pada sector telekomunikasi membuka peluang yang lebih besar bagi perusahaan-perusahaan telekomunikasi untuk bersaing dalam penyediaan layanan seluler. Salah satu strategi untuk bertahan hidup yang ditempuh adalah dengan membangun kesetiaan pelanggan. Tujuan riset ini adalah untuk menganalisis inter-relasi determinan-determinan dari kesetiaan yang terdiri atas kualitas jasa, nilai yang dipersepsikan, dan kepuasan pelanggan. Populasi yang digunakan dalam studi ini adalah pengguna kartu pra bayar GSM Simpati. Adapun pengolahan data dilakukan menggunakan SEM dengan bantuan perangkat lunak LISREL 8.7. Validitas dan reliabilitas diukur menggunakan confirmatory factor analysis (CFA). Dari enam hipotesis, lima di antaranya diterima sedangkan lainnya ditolak. Kualitas jasa memiliki pengaruh positif terhadap nilai yang dipersepsikan dan kepuasan pelanggan namun tidak memiliki pengaruh terhadap kesetiaan pelanggan. Pengaruh kualitas jasa terhadap kepuasan adalah lebih besar daripada pengaruh kualitas jasa terhadap nilai yang dipersepsikan. Kepuasan dan kesetiaan dipengaruhi oleh nilai yang dipersepsikan pelanggan. Pengaruh dari nilai yang dipersepsikan terhadap kesetiaan adalah lebih besar daripada terhadap kepuasan. Kesetiaan pelanggan mempengaruhi kepuasan pelanggan secara positif dan signifikan. Berdasarkan pada kontribusi dari indikator dari konstruk, untuk memperoleh kesetiaan pelanggan, Telkomsel perlu memelihara dan meningkatkan cakupan wilayah, kualitas suara, kualitas hubungan, dan kualitas sinyal dari Simpati. Dengan peningkatan dari kualitas, pelanggan akan merasakan nilai yang positif termasuk pengorbanan tenaga, upaya, dan waktu dari pelanggan. Sebagai tambahan, hal ini akan menciptakan kepuasan pelanggan yang menggunakan layanan kartu pra bayar GSM Simpati dan memberikan rekomendasi dan komunikasi mulut ke mulut yang positif. Kata Kunci: kualitas jasa, nilai yang dipersepsikan, kesetiaan, kartu pra bayar Abstract In recent decades the mobile telecommunications technology has grown very rapidly. The deregulation of the telecommunications sector opens greater opportunities for telecommunications companies to compete to provide cellular service. One of the survival strategies undertaken by establishing customer loyalty. The purpose of this research is to analyze the determinants of loyalty interrelation consisting of service quality, perceived value and customer satisfaction. The population used in this study were Simpati GSM prepaid card users. For the purposes of quantitative analysis, determination of scores for each item questionnaire used a Likert Scale. While processing the data using SEM with LISREL 8.7 software assistance. Validity and reliability using Confirmatory Factor Analysis (CFA). From six hypothesis, 5 were accepted while another one is rejected. Service quality had positive effect on perceived value and customer satisfaction, but had no effect on customer loyalty. The influence of service qua...

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Relationship Quality with a Travel Agency: The Influence of the Postpurchase Perceived Value of a Tourism Package

Cited by 144 publications

References 71 publications

Competing Model of Event Marketing Activities

Competing Model of Event Marketing Activities

Antecedents and postcedents of satisfaction in business relationships in Canada

Interelasi Determinan Loyalitas Pelanggan Layanan Kartu Prabayar GSM Simpati

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