Service quality, customer satisfaction, and customer value: A holistic perspective

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

“…Thus, there exists sufficient literature that considers perceived value as an antecedent of satisfaction (Anderson, Fornell, & Lehmann, 1994;Durvasula, Lysonski, Mehta, & Peng, 2004;McDougall & Levesque, 2000;Oh, 1999;Patterson & Spreng, 1997;Ravald & Grönroos, 1996;Singh & Sirdeshmukh, 2000;Spreng, Dixon, & Olhavsky, 1993;Szymanski & Henard, 2001;Woodall, 2003) and this relationship has also been found specifically in tourism. In package tourism Lee, Yoon, and Lee (2007) observe that this relationship occurs in every dimension of perceived value.…”

Quality of services as a determinant of customer satisfaction in the hotel industry

“…Pored cene ostali faktori koji determinišu satisfakciju potrošača po važnosti su hotelsko osoblje i kvalitet smeštaja. Ovaj rezultat je u skladu sa ranijim istraživanjima koja naglašavaju da je nematerijalna komponenta integralnog hotelskog proizvoda značajna koliko i materijalna (Oh, 1999 Odnosno, da kvalitet usluga koje pruža hotelsko osoblje utiče na zadovoljstvo gostiju isto kao i kvalitet smešta-ja. Rezultati istraživanja primenom proste regresione analize potvrdili su i signifikantnost ostalih faktora na satisfakciju potrošača, a to su: dolazak u hotel, zadovoljstvo uslugom na recepciji prilikom prijavljivanja i odjavljivanja, restoranom, barom i ishranom i dostupnošću sadržaja za sport i rekreaciju.…”

The behaviour of repeat visitors to museums: review and empirical findings

“…In this case surveying the extent to which the decision to return implies an active involvement of the tourist may become complex. With the exception of these peculiar cases, the subjective dimension of satisfaction is the most important factor to stimulate the repeat vacation (see among others, Mazursky, 1989;Court and Lupton, 1997;Oh, 1999;Kozak, 2001;Assaker et al, 2011;Lin and Hsu, 2011;Gómez et al, 2012). This may have such degree of significance for tourists that in some cases they express a sense of identification with the destination (Ryan, 1995).…”