The Role of Cultural Differences in Customer Retention: Evidence from the High-Contact Service Industry

Fam, Kim‐Shyan; Cheng, Boon Liat; Cham, Tat-Huei; Yi, Mandy Tan Chia; Ting, Hiram

doi:10.1177/10963480211014944

Cited by 41 publications

(19 citation statements)

References 99 publications

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“…Zeithaml et al (1996) further added that customer satisfaction with products/services often depends on the capability of businesses to meet consumers' needs and expectations; specifically, customers tend to be satisfied with a product/service if the experience of using it exceeds their expectation. Similar to retail consumers, satisfaction is regarded as a key area of business sustainability in the tourism industry, as it can influence tourists' choice of destination as well as their product/service consumption at the destination (Fam et al, 2021;Lee et al, 2011a, b). Prior literature has observed that tourists' destination image is a direct antecedent of their overall satisfaction (Prayag et al, 2017).…”

Section: 3mentioning

confidence: 99%

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Will destination image drive the intention to revisit and recommend? Empirical evidence from golf tourism

Cham

Cheah

Ting

et al. 2021

IJSMS

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PurposeDespite being a popular topic in sports tourism research, limited studies have focused on golf tourism in relation to destination image. The present study aimed to examine the impact of country-related factors on the destination image among golf tourists as well as the interrelationships between perceived service quality, perceived value, satisfaction and behavioural intention in this context in the Malaysian context. Excitement was also examined as a moderator of the relationship between satisfaction and behavioural intention.Design/methodology/approachData was collected from 360 golf tourists using a self-administered questionnaire at the two largest airports (KLIA and KLIA2) in Malaysia. Data analysis was performed using the partial least squares structural equation modelling (PLS-SEM) technique.FindingsThe findings present the significance of country-related factors (i.e. accessibility, safety and security and golf course setting) in determining the image of Malaysia as a golf tourism destination. Destination image, in turn, is found to influence golf tourists' perceived service quality, perceived value and satisfaction; with both perceived service quality and perceived value acting as mediators between destination image and satisfaction. Moreover, the moderation assessment confirms that the level of excitement about golfing in Malaysia strengthens the relationship between their satisfaction and behavioural intention.Originality/valueThis study is one of the few that focuses on the consequential importance of destination image within the golf tourism setting. It highlights the mediating role of perceived service quality and perceived value as well as the moderating role of excitement in understanding the effect of destination image on satisfaction and behavioural intention of golf tourists.

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Section: 3mentioning

confidence: 99%

“…Similar to retail consumers, satisfaction is regarded as a key area of business sustainability in the tourism industry, as it can influence tourists' choice of destination as well as their product/service consumption at the destination (Fam et al. , 2021; Lee et al.…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

Will destination image drive the intention to revisit and recommend? Empirical evidence from golf tourism

Cham

Cheah

Ting

et al. 2021

IJSMS

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“…Hence, although service quality is indeed an important aspect in attracting clients, most online travel agencies fail to provide it. This has been suggested by previous studies which found differences between developed and developing countries in terms of customer satisfaction and service quality, in which most Asians have lower standards in evaluating service quality, as found by (Fam et al, 2021;Hussain et al, 2018;Kumarasinghe et al, 2019;Shin & Nicolau, 2022;Tsiotsou, 2019). They also mentioned that the culture of customers influences their expectations of service quality and that most online travel agencies' efforts to improve customer service have failed.…”

Section: If3mentioning

confidence: 70%

Integration Kano Model and E-Servqual to Evaluate Online Travel Agent Services in Bandung 2022

et al. 2022

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One of the integrated e-commerce models is online ticket selling. Many travel agents sell travel tickets for national or international destinations online through websites; one of them is Tiket.com, a popular travel agency in Indonesia. The intense competition in the internet-based service providing industry has, in fact, motivated this company to meet their customers’ needs and preferences with quality services; the goal is to increase the number of their service users. The purpose of this study is to identify aspects of user requirements by Tiket.com as an online travel agent service that need to be maintained and improved. This study combines two methods of measuring customer satisfaction, namely the Kano model and e-service quality. The identified customer needs, based on Voice of Customer, can be analyzed to increase satisfaction. The results of this study are grouped into the dimensions of e-service quality, i.e. reliability, responsiveness, fulfillment, ease of use, information, security, and efficiency. Using a combination of e-service quality and Kano Model, six attributes of True Customer Needs were acquired; five of them are recommended for improvement and one needs to be developed. Tiket.com are suggested to pay more attention to weak attributes that are included in the must be category because they are fundamental for the company's services. They are also advised to develop weak and strong attributes that are included in the attractive category because they can help the company increase their competitive advantage.

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“…Several recent studies have touched upon CE in different contexts. In the service industry, a study (Fam et al, 2021) highlighted that the cultural differences between Asian and Western tourists impacted their satisfaction and loyalty. Personal factors and engagement were posited as possible reasons for this disparity.…”

Section: Introductionmentioning

confidence: 99%

A bibliometric analysis of the structure and trends of customer engagement in the context of international marketing

Srivastava

Sivaramakrishnan²

2022

IMR

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PurposeResearch in customer engagement (CE) has gained momentum in the last decade, thanks to its growing popularity among scholars and practitioners. The Marketing Science Institute (MSI), for instance, has been continually listing CE as part of its Tier I research priorities since 2010. CE scholars have also studied the construct in the international marketing context. Hofstede's characterization of cultures as either individualist or collectivist helped scholars explain the need for different CE strategies across countries, and the domain seems to be evolving ever since. The ever-growing interest of CE scholars in the international market and cross-cultural scenarios requires a comprehensive and scientific review of the literature. Using bibliometric analysis, this study fills this critical gap by mapping the intellectual structure of CE research in the context of international marketing and provides future research directions to scholars in this domain.Design/methodology/approachThe authors have used VOSviewer and Biblioshiny software packages to conduct a bibliometric analysis of 109 articles in the domain.FindingsThe major findings include the most influential countries, journals, articles and authors, the different research streams and their development and the future research directions in the domain. When CE is considered in an international marketing context, four broad themes emerged. The first theme is about differences in customer engagement behaviors across cultures. The second theme is about the development of CE and related constructs. The third theme relates to how brands have used CE and CBE (customer brand engagement) across different international contexts. The fourth theme is all about the conceptual and methodological support for the study of CE.Originality/valueThis study is a novel attempt at providing a comprehensive bibliometric analysis of CE research in the international marketing context, using a combination of VOSviewer and Biblioshiny software packages.

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The Role of Cultural Differences in Customer Retention: Evidence from the High-Contact Service Industry

Cited by 41 publications

References 99 publications

Will destination image drive the intention to revisit and recommend? Empirical evidence from golf tourism

Will destination image drive the intention to revisit and recommend? Empirical evidence from golf tourism

Integration Kano Model and E-Servqual to Evaluate Online Travel Agent Services in Bandung 2022

A bibliometric analysis of the structure and trends of customer engagement in the context of international marketing

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