How travel agency reputation creates recommendation behavior

2015 ◽  
Vol 115 (2) ◽  
pp. 332-352 ◽  
Author(s):  
Kuo-Chien Chang
Keyword(s):  
Structural Equation ◽  
Perceived Value ◽  
Equation Modeling ◽  
Travel Agency ◽  
Flow Experience ◽  
Content Type ◽  
Positive Effects ◽  
Leader Performance ◽  
Emotional Value

Purpose – The purpose of this study is to explore the effect of travel agency’s reputation on customer recommendation behavior by examining the mediating effects of customer-perceived functional and emotional value as well as the moderating effects of tour leader performance and customer flow experience in the travel agency sector. Design/methodology/approach – A statistical analysis of the collected questionnaires was computed based on the 463 usable responses from Taiwan tourists who joining the group package tours traveling to China. Structural equation modeling is the essential analysis methodology used to examine the hypothesized relationships among the variables. Findings – The analysis results confirm that reputation has positive effects on customers recommendation behaviors in which perceived functional and emotional value work as necessary mediating roles. Nevertheless, the effect of reputation through emotional value on customer recommendation behavior provides a much better explanation than through functional value in the model. In addition, regarding the variables of tour leader performance and customer flow experience in the model, only the tour leader performance is confirmed that moderates the relationships among reputation, perceived value, and customer recommendation behavior. According to the findings, managerial implications are discussed as well. Originality/value – This study develops a conceptual stimulus-organism-response (S-O-R) model that, reflecting the mediating role of perceived value and the moderating role of tour leader performance, indicates the effect of reputation on customer recommendation behavior.

Are functional, emotional and social values interrelated? A study of traditional guesthouses in Iran

2020 ◽  
Vol 32 (9) ◽  
pp. 2857-2880 ◽  
Author(s):  
S. Mostafa Rasoolimanesh ◽  
Mohmmad Iranmanesh ◽  
Muslim Amin ◽  
Kashif Hussain ◽  
Mastura Jaafar ◽  
...  
Keyword(s):  
Structural Equation ◽  
Social Values ◽  
Perceived Value ◽  
Social Value ◽  
Equation Modeling ◽  
Content Type ◽  
Theoretical Contribution ◽  
Emotional Value ◽  
Moderating Role

Purpose This study aims to examine the interrelationships between the dimensions of perceived value, including functional, emotional and social values. The mediating role of emotional value between functional and social values and satisfaction have been hypothesized and tested. In addition, this study examines the moderating role of social value for the effect of emotional value on satisfaction. Design/methodology/approach Data for this study were collected from guests staying at two traditional guesthouses in Kashan, Iran. The authors applied partial least squares structural equation modeling to analyze 316 questionnaires completed by participants and for hypotheses testing. Findings The authors found positive and direct effects of all dimensions of perceived value on satisfaction. Moreover, the results indicated positive and significant indirect effects for functional and social values on satisfaction through emotional value. The findings demonstrated positive and strong effects of functional and social values on emotional value. The results do not support a moderating role for social value on the relationship between emotional value and satisfaction. In addition, the findings showed a strong and positive effect for satisfaction on revisit intentions. Originality/value This study makes a unique theoretical contribution to the perceived value literature by investigating the interrelationships between dimensions of perceived value. Moreover, this study explores several practical implications of these findings.

Halal destination attributes and revisits intention: the role of destination attractiveness and perceived value

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ali Mursid ◽  
Pandji Anoraga
Keyword(s):  
Structural Equation ◽  
Perceived Value ◽  
Equation Modeling ◽  
Content Type ◽  
Central Java ◽  
Revisit Intention ◽  
Functional Value ◽  
Destination Attractiveness ◽  
Emotional Value

Purpose The growing numbers of Muslims visiting halal destinations motivated this study to explore halal destination attributes and revisit intention. This study aims to investigate how halal destination attributes affect destination attractiveness. Hence, it identifies the influence of halal destination attributes on perceived value, including functional and emotional value. It also verifies the effect of destination attractiveness on both functional value and emotional value. Finally, this framework verifies the effect of functional value and emotional value on revisit intention. Design/methodology/approach This study collects data from visitors who have visited a halal destination located in three cities of Central Java Province in the past two years (2019–2020) using purposive sampling methods. A total of 314 respondents participated in this study and the data are analyzed by using structural equation modeling. Findings The result showed that halal destination attributes positively and significantly impact destination attractiveness. Moreover, halal destination attributes positively and significantly affect both functional and emotional value. Destination attractiveness positively and significantly affects functional value, as well as emotional value. Concerning the effect of functional value and emotional value on revisit intention, only emotional value positively and significantly affects revisit intention while functional value does not. Originality/value This study contributes to city tourism by elucidating halal destination attributes based on the means-ends theory. The results of this study reported the importance of halal destination attributes and the role of halal destination attractiveness and emotional value in enhancing Muslim travelers’ revisit intention to halal destination.

scholarly journals Converting hotels website visitors into buyers

2019 ◽  
Vol 33 (1) ◽  
pp. 129-159
Author(s):  
Gomaa M. Agag ◽  
Mohamed A. Khashan ◽  
Nazan Colmekcioglu ◽  
Ahmed Almamy ◽  
Nawaf S. Alharbi ◽  
...  
Keyword(s):  
Information Seeking ◽  
Structural Equation ◽  
Perceived Value ◽  
Online Reviews ◽  
Equation Modeling ◽  
Cross Culture ◽  
Content Type ◽  
Two Samples ◽  
Hotel Websites

Purpose Despite the increasing utilization of webpages for the purposes of information seeking, customers’ concerns have become a crucial impediment for online shopping. The purpose of this paper is to examine the influence of the effectiveness of web assurance seals services (WASS) and customers’ concerns on customer’s willingness to book hotels through perceived website trust and perceived value. Design/methodology/approach A questionnaire was administrated to measure the study variables. Using partial least squares–structural equation modeling approach to analyze the data collected from 860 users of online hotel websites. Findings The results indicate that WASS influence positively on perceived website trust and negatively on consumers’ concerns. As well as, perceived value and trust play a mediating role in the link between WASS and consumers’ concerns and their intentions. Finally, perceived website trust and perceived value have greater effect on intention to book hotel for low-habit consumers. Research limitations/implications This study ignored the cross-culture issue as it concentrates on the customers from developing countries, so further research may need to compare between two or more than two samples from different societies that could give a significant insights. Second, this study stresses on the WASS to predict customers booking intentions that indicates significant results, so further research may need to examine the role of online reviews as a predictor of customers purchase decision as well. Originality/value To the authors’ best knowledge, this is the first empirical research that investigates and examines the influence of the effectiveness of WASS and consumers’ concerns on consumers’ intentions through perceived value and trust. This research also investigates the moderating role of habit in the link between perceived website, perceived value and consumers’ intentions.

Festival attachment: antecedents and effects on place attachment and place loyalty

2019 ◽  
Vol 10 (1) ◽  
pp. 17-33 ◽  
Author(s):  
Sheng-Hshiung Tsaur ◽  
Yao-Chin Wang ◽  
Chyong-Ru Liu ◽  
Wen-Shiung Huang
Keyword(s):  
Place Attachment ◽  
Structural Equation ◽  
Equation Modeling ◽  
Novelty Seeking ◽  
Content Type ◽  
Positive Effects ◽  
Site Survey ◽  
Convenience Sampling ◽  
The Relationship

PurposeThe purpose of this paper is to propose the mechanism of festival attachment and examine how it serves as a significant predictor of place attachment and place loyalty.Design/methodology/approachThrough on-site survey with convenience sampling, 465 visitors were surveyed at the Pingxi Sky Lantern Festival, which is one of the most famous Taiwanese festivals. Structural equation modeling is used to examine the proposed research model.FindingsEmpirical results of this study reveal that “hedonism” is the most important antecedent for improving festival attachment, followed by novelty seeking, attractions and cultural exploration. Festival attachment exerts positive effects on place attachment, which then increases place loyalty. Moreover, place attachment partially mediates the relationship between festival attachment and place loyalty.Originality/valueBy hosting festivals, festival managers can induce festival attachment in visitors and then transfer the attachment with festivals into the host place. The findings of this study demonstrate the major role of festivals in promoting local tourism.

scholarly journals Antecedents and outcomes of flow experience of MOOC users

2019 ◽  
Vol 13 (1) ◽  
pp. 1-19
Author(s):  
Shrikant Mulik ◽  
Manjari Srivastava ◽  
Nilay Yajnik ◽  
Vas Taras
Keyword(s):  
Structural Equation ◽  
Online Courses ◽  
Reliability And Validity ◽  
Equation Modeling ◽  
Flow Experience ◽  
Online Questionnaire ◽  
Content Type ◽  
Mediating Role ◽  
Relationship Of

Purpose This paper aims to develop and empirically test a model of relationships between antecedents and outcomes of flow experience of users of massive open online courses (MOOC). Design/methodology/approach The researchers surveyed individuals primarily from India, who had enrolled in at least one MOOC offered by MOOC providers such as Coursera, edX and FutureLearn. The data were collected from 310 individuals using an online questionnaire. The partial least squares technique of structural equation modeling (PLS-SEM) was used to test the reliability and validity of the data, and the study’s hypothesized relationships. Findings The study found support for identification of telepresence, challenge and skill as antecedents of flow experience. MOOC satisfaction and MOOC usage intention were found to be the outcomes of flow experience, as hypnotized. The study also found the mediating role of MOOC satisfaction in the relationship of flow experience and MOOC usage intention. Practical implications The findings indicate that if the MOOC providers can orchestrate flow experience for MOOC users then that will increase the satisfaction of MOOC users, which will lead to increase in MOOC adoption. Originality/value The study makes the contribution towards better understanding of flow experience in the context of MOOC usage by identifying both antecedents and outcomes of flow experience. Further, it highlights the influencing role of flow experience on MOOC adoption.

The effects of tourist experiential quality on perceived value and satisfaction with bed and breakfast stays in southwestern China

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yan Feng ◽  
Xiaolian Chen ◽  
Ivan Lai
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Perceived Value ◽  
Three Dimensions ◽  
Southwestern China ◽  
Equation Modeling ◽  
Content Type ◽  
Tourist Satisfaction ◽  
Emotional Value ◽  
Experiential Quality

PurposeB&B stays have enjoyed popularity in China over recent decades. This study examines the impacts of the three dimensions of tourist experiential quality on the perceived functional and emotional value and customer satisfaction with B&B stays in Southwestern China.Design/methodology/approachQuestionnaires were collected from 433 Chinese visitors in Southwestern China. Partial least squares–structural equation modeling (PLS-SEM) was used to test the significance of the relationship that exists among experiential quality, perceived value and tourist satisfaction.FindingsThe research results proved that experiential quality predicts customer satisfaction with B&B stays as mediated by perceived functional and emotional values. The specific experiential quality - fun – has the strongest effect on both perceived functional value and emotional value between the three dimensions of experiential quality.Research limitations/implicationsSince fun is viewed as the most significant element, B&B providers should consider creating a more joyful encounter for tourists. They should enrich the activities and improve service to strengthen the experiential quality perceived by the tourists. Both relational experiences and authentic local experiences should be incorporated into the activities and services provided.Originality/valueThis is likely to be the first study to investigate the influence of three dimensions of experiential quality on perceived functional and emotional value and satisfaction from the B&B industry in China. The findings provide value through actionable insights into experiential qualities, functional and emotional values that drive tourist satisfaction.

Role of coffeehouse brand experiences (sensory/affective/intellectual/behavioral) in forming patrons’ repurchase intention

2019 ◽  
Vol 3 (1) ◽  
pp. 17-35 ◽  
Author(s):  
Heesup Han ◽  
Kai-Sean Lee ◽  
HakJun Song ◽  
Sanghyeop Lee ◽  
Bee-Lia Chua
Keyword(s):  
Customer Satisfaction ◽  
Purchase Intention ◽  
Structural Equation ◽  
Switching Costs ◽  
Perceived Value ◽  
Equation Modeling ◽  
Generation Process ◽  
Repurchase Intention ◽  
Content Type

Purpose The purpose of this paper is to investigate the interrelationships among coffeehouse brand experiences, customer satisfaction and perceived value in generating patrons’ repeat purchase intention. Design/methodology/approach The survey sample consisted of 379 coffeehouse patrons who visited an international chain coffeehouse in a metropolitan city of South Korea. Findings The results of the structural equation modeling revealed that a coffeehouse brand experience exerted a significant influence on customer satisfaction and perceived value. The repurchase intention was found to be a significant and positive function of customer satisfaction and perceived value. Moreover, the result of the metric invariance test demonstrated a significant moderating impact on the relationships between coffeehouse brand experiences and customer satisfaction, coffeehouse brand experiences and perceived value, and customer satisfaction and repurchase intention. Research limitations/implications An examination of the moderating role of switching costs demonstrated that the relationships between coffeehouse brand experiences and customer satisfaction, between coffeehouse brand experiences and perceived value and between customer satisfaction and repurchase intention differed across switching costs groups. More specifically, the relationship strength was greater for the high group of switching costs than for the low group. Originality/value The present study provides coffeehouse management with a better understanding of the underlying mechanism of patrons’ repurchase decision generation process.

“Green” practices as antecedents of functional value, guest satisfaction and loyalty

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mihaela Simona Moise ◽  
Irene Gil-Saura ◽  
María-Eugenia Ruiz-Molina
Keyword(s):  
Structural Equation ◽  
Perceived Value ◽  
Equation Modeling ◽  
Content Type ◽  
Positive Effects ◽  
Revisit Intention ◽  
Functional Value ◽  
Green Practices ◽  
Guest Satisfaction ◽  
The Impact

PurposeTo respond to the environmental demands of consumers, more and more hotels are increasingly striving to implement sustainable practices to satisfy the requests of environmentally conscious consumers. This paper aims to propose and test the relationship between these “green” initiatives and functional value as perceived by tourists, guest satisfaction and intentions to revisit the hotel and to spread positive word-of-mouth (WOM).Design/methodology/approachA sample of 378 guests who stayed in a three- and four-star hotel was used. Structural equation modeling (SEM) was used to test the proposed relationships. Confirmatory factor analysis and structural equational modeling were used to test the proposed model.FindingsThe results of the data analysis indicated that the impact of “green” practices on perceived value, satisfaction, intention to revisit and WOM. In addition, the positive effects of functional value on guest satisfaction and WOM are also confirmed.Practical implicationsCustomers' revisit intention is not only created when hotels implement “green” practices, but also when the degree of customer satisfaction with the hotel increases. In this sense, managers are encouraged to pay more attention to environmental initiatives as an essential tool to increase the level of guests' satisfaction.Originality/valueThe study yields several implications that can be helpful for managers while devising green marketing strategies for the hotel sector. The results show that guests tend to develop greater levels of loyalty to a specific hotel when they are satisfied with the services offered by the hotel. In this sense, the environmental measures implemented by companies are a key strategic tool, given their essential role in the construction of perceived value, guest satisfaction as well as WOM and revisit intention.

The role of customer experience in the perceived value–word-of-mouth relationship

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Volker G. Kuppelwieser ◽  
Philipp Klaus ◽  
Aikaterini Manthiou ◽  
Linda D. Hollebeek
Keyword(s):  
Consumer Behavior ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Perceived Value ◽  
Customer Experience ◽  
Equation Modeling ◽  
Content Type ◽  
Behavior Outcomes ◽  
The Relationship

Purpose The customer experience (CX), as revealed in the literature-based debate, has been variously viewed as either a driver or an outcome of customer-perceived value (CPV). However, the association of CPV, CX and word-of-mouth (WoM) behavior remains nebulous to date, thereby generating an important research gap. In response and to bridge this gap, this study aims to explore CX’s role in the CPV–WoM behavior relationship, the role of WoM behavior arising from CX and whether CX acts as a core mediator (vs a moderator) in the association of CPV and subsequent consumer-behavior outcomes. Design/methodology/approach By conducting two studies spanning a broad range of services, this paper explores the relationship between CPV, CX, and WoM behavior through structural equation modeling. Findings The findings are that CX plays a crucial role in the CPV–WoM relationship, thereby confirming the existence of a direct link between CPV (social/hedonic/utilitarian value), CX and WoM. The results also highlight CX’s mediating role in the relationship between social and utilitarian (but not hedonic) values. Moreover, the results reveal that the EXQ scale, measuring CX, comprises distinct experiences perceived by high and low CX-based customer segments, respectively. Practical implications CPV (utilitarian, hedonic, social) not only affects consumers’ behavioral intentions but also, more importantly, their WoM behavior. Therefore, managers need to consider all three values. Moreover, managers should shift their focus from social value perceptions to CX. The results suggest that managers need to devote additional resources to the development of a suitable CX, which will help mitigate consumers’ online and/or offline brand-related WoM. This study indicates the context in which managers must emphasize the construct that produces positive outcomes. Originality/value By identifying a direct relationship between CPV, CX and the ensuing consumer-behavior outcomes, the study offers important theoretical insight into CX’s nomological network.

Modeling satisfaction and repurchase intentions of mobile smart wristbands: the role of social mindfulness and perceived value

2018 ◽  
Vol 19 (3) ◽  
pp. 237-250 ◽  
Author(s):  
Adesegun Oyedele ◽  
Roberto Saldivar ◽  
Monica D. Hernandez ◽  
Emily Goenner
Keyword(s):  
Consumer Satisfaction ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modeling ◽  
Content Type ◽  
Repurchase Intentions ◽  
Utilitarian Value ◽  
Modeling Software ◽  
Us University

Purpose This paper aims to empirically test a model of different facets of perceived value (economic, emotional, aesthetic and convenience) and social mindfulness (SM) as determinants of consumer satisfaction and repurchase intentions of mobile smart wristbands. Design/methodology/approach A questionnaire designed to assess these effects was administered to students at a Midwestern US university. Data were analyzed using AMOS structural equation modeling software. Findings The findings reveal that SM was significant in explicating perceived convenience value. The utilitarian value measures in the model (economic and convenience) were found to significantly affect satisfaction and in turn, repurchase intention. Surprisingly, all hedonic-related constructs in the model (emotional and aesthetic) did not significantly affect satisfaction and subsequently, repurchase intentions. Practical implications Findings from this research suggest that when targeting young adults, marketing managers and retailers should focus their efforts to convenience value as influenced by SM. Originality/value This is one of only a few studies in marketing to investigate the role of SM and perceived value on satisfaction and repurchase intentions of a technology gadget among young consumers.

Sign in / Sign up

Export Citation Format

Share Document