The importance of quality, satisfaction, trust, and image in relation to rural tourist loyalty

Journal of Travel and Tourism Marketing

Volumn 25, Issue 2, 2008, Pages 117-136

  Loureiro, Sandra Maria Correia ^a   Gonzalez, Francisco Javier Miranda ^b  

^a UNIVERSITY OF AVEIRO   (Portugal)

^b UNIVERSITY OF EXTREMADURA   (Spain)

Author keywords

Image; Loyalty; Rural tourism; Satisfaction; Service quality; Structural equation model

Indexed keywords

EID: 67650432555     PISSN: 10548408     EISSN: None     Source Type: Journal    
DOI: 10.1080/10548400802402321     Document Type: Article

References (125)

1. Anderson, E. W., Fornell, C. and Lehmann, D. R. (1994) Customer satisfaction, market share and profitability: Findings from Sweden. Journal of Marketing, 58:3, pp. 53-66.
2. Anderson, E. W. and Sullivan, M. W. (1993) The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12:2, pp. 125-143.
3. Andreasen, A. R. (1984) Consumer satisfaction in loose monopolies: The case of medical care. Journal of Public Policy and Marketing, 2:1, pp. 122-135.
4. Appiah-Adu, K., Fyall, A. and Singh, S. (2000) Marketing culture and customer retention in the tourism industry. The Services Industries Journal, 20:2, pp. 95-113.
5. Ashworth, G. and Goodall, B. (1988) Tourist images: Marketing considerations. Marketing in the tourism industry: The promotion of destination regions, pp. 213-238. Routledge, London
6. Babakus, E. and Boller, G. W. (1992) An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24:3, pp. 253-268.
7. Baker, D. and Crompton, J. (2000) Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27:3, pp. 785-804.
8. Baldinger, A. L. and Rubinson, J. (1996) Brand loyalty: The link between attitude and behaviour. Journal of Advertising Research, 36:6, pp. 22-34.
9. Barclay, D., Higgins, C. and Thompson, R. (1995) The partial least squares (PLS) approach to causal modeling, personal computer adoption and use as an illustration. Technology Studies, 2:2, pp. 285-309.
10. Barich, H. and Kotler, P. (1991) Aframework for marketing image management. Sloan Management Review, 32:2, pp. 94-104.
11. Barich, H. and Srinivasan, V. (1993) Prioritizing marketing image goals under resource constraints. Sloan Management Review, 34:4, pp. 69-76.
12. Barroso, C., Cepeda, G. and Roldán, J. (2005) Research in Economy of the Company: Partial Least Squares or Models Based on Covariance?
13. Berry, L. L. (1983) Relationship marketing. Emerging perspectives on services marketing, pp. 25-28. American Marketing Association, Chicago
14. Berry, L. L. (1995) On great service: A framework for action, The Free Press, New York
15. Berry, L. L. (2000) Cultivating service brand equity. Journal of the Academy of Marketing Science, 28:1, pp. 128-137.
16. Bigne, J., Sanchez, M. and Sanchez, J. (2001) Tourism image, evaluation variables and after purchase behaviour: Interrelationship. Tourism Management, 22:6, pp. 607-616.
17. Bitner, M. J. and Hubbert, A. R. (1994) Encounter satisfaction versus overall service satisfaction versus quality. Services quality: New directions in theory and practice, pp. 72-92. Sage Publications, Thousand Oaks, CA
18. Blaine, T. W., Mohammad, G. and Var, T. (1993) Demand for rural tourism: An exploratory study. Annals of Tourism Research, 20:4, pp. 770-773.
19. Bolton, R. N. and Drew, J. H. (1991) Amultistage model of customers' assessments of service quality and value. Journal of Consumer Research, 17:4, pp. 375-384.
20. Bolton, R. N. and Lemon, K. N. (1999) Adynamic model of customers' usage of services: Usage as an antecedent and consequence of satisfaction. Journal of Marketing Research, 36:2, pp. 171-186.
21. Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V. A. (1993) Adynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30:1, pp. 7-27.
22. Brady, M., Cronin, J. and Brand, R. (2002) Performance-only measurement of service quality: A replication and extension. Journal of Business Research, 55:1, pp. 17-31.
23. Cardozo, R. N. (1965) An experimental study of customer effort, expectation and satisfaction. Journal of Marketing Research, 2:3, pp. 244-249.
24. Carman, J. M. (1990) Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66:1, pp. 33-55.
25. Carmines, E. G. and Zeller, R. A. (1979) Reliability and validity assessment, Sage Publications, Inc, London
26. Chin, W. (1998) The partial least squares approach to structural equation modeling. Modern methods for business research, pp. 295-336. Lawrence Erlbaum Associates Publisher, Mahwah, NJ
27. Chin, W. (2004) Frequently asked questions-partial least squares and PLS-graph
28. Chin, W., Marcolin, B. L. and Newsted, P. R. (2003) Apartial least squares latent variable modelling approach for measuring interaction effects: Results from a Monte Carlo simulation study and an electronic mail emotion/adoption study. Information Systems Research, 14:2, pp. 189-217.
29. Chiou, J. S. (2004) The antecedents of consumers' loyalty toward Internet Service Providers. Information & Management, 41:6, pp. 685-695.
30. Christopher, M., Payne, A. and Ballantyne, D. (1993) Relationship marketing: Bringing quality, customer service and marketing together, Butterworth-Heinemann, London
31. Churchill Jr, G. A. and Surprenant, C. (1982) An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19:4, pp. 491-504.
32. Cooper, C., Fletcher, J., Gilbert, D., Wanhill, S. and Shepherd, R. (2000) Tourism principles and practice, Pearson Education Limited, London
33. Crompton, J. L. and Love, L. L. (1995) The predictive validity of alternative approaches to evaluating quality of a festival. Journal of Travel Research, 34:1, pp. 11-24.
34. Cronin Jr, J. J. and Taylor, S. A. (1992) Measuring service quality: A reexamination and extension. Journal of Marketing, 56:3, pp. 55-68.
35. Cronin Jr, J. J. and Taylor, S. A. (1994) SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58:1, pp. 125-146.
36. Dernoi, I. (1991) About rural and farm tourism. Tourism Recreation Research, 16:1, pp. 3-6.
37. Díaz, A., Iglesias, V., Vázquez, R. and Ruiz, A. (2000) The use of quality expectations to segment a service market. The Journal of Services Marketing, 14:2, pp. 132-146.
38. Díaz, A. and Vázquez, R. (1998) Perceived quality of the service. Revista Española de Investigación de Marketing (ESIC) (Spanish Journal of Research Marketing), 2:1, pp. 31-54.
39. Dick, A. and Basu, K. (1994) Customer loyalty: Toward an integrated conceptual framework. Journal of Academy of Marketing Science, 22:2, pp. 99-113.
40. East, R. (1997) Consumer behaviour: Advances and applications in marketing, Prentice Hall, London
41. Echtner, C. M. and Ritchie, B. (1991) The meaning and measurement of destination image. The Journal of Tourism Studies, 2:2, pp. 2-12.
42. Echtner, C. M. and Ritchie, B. (1993) The measurement of destinations image: An empirical assessment. Journal of Travel Research, 31:4, pp. 3-13.
43. Ehrenberg, A. S. C. (1988) Repeat buying: Facts, theory and applications, Oxford University Press, New York
44. Fakeye, P. C. and Crompton, J. R. B. (1991) Image difference between prospective, first-time, and repeat visitors to the lower Rio Grande Valley. Journal of Travel Research, 30:2, pp. 10-16.
45. Falk, R. F. and Miller;, N. B. (1992) Aprimer for soft modeling, The University of Akron, Akron, OH
46. Fam, K. S., Foscht, T. and Collins, R. D. (2004) Trust and the online relationship: An exploratory study from New Zealand. Tourism Management, 25:2, pp. 195-207.
47. Fleischer, A., Rotem, A. and Banin, T. (1993) New directions in recreation and tourism activities in the rural sector in Israel, Development Study Center, Rehovot, Israel
48. Font, X. (1997) Managing the tourist destination's image. Journal of Vacation Marketing, 3:2, pp. 123-131.
49. Fornell, C. (1992) Anational customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56:1, pp. 6-21.
50. Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J. and Everitt, B. (1996) The American customer satisfaction index: Nature, purpose and findings. Journal of Marketing, 60:4, pp. 7-18.
51. Fornell, C. and Larcker, D. F. (1981) Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18:1, pp. 39-50.
52. Frochot, I. (2003) An investigation into the influence of the benefits sought by visitors on their quality evaluation of historic houses service provision. Journal of Vacation Marketing, 10:3, pp. 223-239.
53. Frochot, I. (2005) Abenefit segmentation of tourists in rural areas: A Scottish perspective. Tourism Management, 26:3, pp. 335-346.
54. Frochot, I. and Hughes, H. (2000) HISTOQUAL: The development of a historic houses assessment scale. Tourism Management, 21:2, pp. 157-167.
55. Gannon, A. (1994) Rural tourism as a factor in rural community economic development for economies transition. Journal of Sustainable Tourism, 1:12, pp. 51-60.
56. Garbarino, E. and Johnson, M. S. (1999) The different roles of satisfaction, trust and commitment in customer relationship. Journal of Marketing, 63:2, pp. 70-87.
57. Giese, J. L. and Cote, J. A. (2000) Defining consumer satisfaction. Academy of Marketing Science Review, 1, pp. 1-22.
58. Gilbert, D. (1989) Rural tourism and marketing: Synthesis and new ways of working. Tourism Management, 10:1, pp. 39-50.
59. Gnoth, J. (1994) Quality of service and tourist satisfaction. Tourism marketing and management handbook, pp. 79-284. Prentice-Hall, Hempel Hempstead, England
60. Gotlieb, J. B., Grewal, D. and Brown, S. W. (1994) Consumer satisfaction and perceived quality: Complementary or divergent constructs?. Journal of Applied Psychology, 79:6, pp. 875-885.
61. Greffe, X. (1994) Is rural tourism a lever for economic and social development?. Journal of Sustainable Tourism, 2:12, pp. 22-40.
62. Gremler, D. and Brown, S. (1998) Service loyalty: Antecedents, components, and outcomes. Proceedings of the AMA Winter Educators' Conference: Marketing theory and applications, 9, pp. 165-166. American Marketing Association, Chicago
63. Grönroos, C. (1990) Service management and marketing: Managing the moments of truth in service competition. Lexington Books & Macmillan, Inc, Lexington, MA
64. Grönroos, C. (1995) Relationship marketing: The strategy continuum. Journal of Academy of Marketing Science, 23:4, pp. 252-254.
65. Grönroos, C. (2000) Service management and marketing: A customer relationship management approach, John Wiley & Sons, Chichester, England
66. Han, H. and Back, K. (2007) Assessing customers' emotional experiences influencing their satisfaction in the lodging industry. Journal of Travel & Tourism Marketing, 23:1, pp. 43-56.
67. Heung, V. C. S. and Cheng, E. (2000) Assessing tourists' satisfaction with shopping in the Hong Kong Special Administration Region of China. Journal of Travel Research, 38:4, pp. 396-404.
68. Hulland, J. (1999) Use of partial least squares (PLS) in strategic management research: A review of four recent studies. Strategic Management Journal, 20:2, pp. 195-204.
69. Keaveney, S. M. (1995) Customer switching behaviour in service industries: An exploratory study. Journal of Marketing, 59:2, pp. 71-82.
70. Kim, J., Reid, D., Plank, R. and Dahlstrom, R. (1998) Examining the role of brand equity in business markets: A model, research propositions and managerial implications. Journal of Business -to-Business Marketing, 5:3, pp. 65-89.
71. Kotler, P., Armstrong, G., Saunders, J. and Wong, V. (1999) Principles of marketing, Prentice Hall Europe, London
72. Kozak, M. and Rimmington, M. (2000) Tourist satisfaction with Mallorca (Spain) as an off-season holiday destination. Journal of Travel Research, 38:3, pp. 260-269.
73. Laws, E. (1998) Conceptualizing visitor satisfaction management in heritage settings: An exploratory blueprinting analysis of Leeds Castle Kent. Tourism Management, 19:6, pp. 545-554.
74. Lee, J., Graefe, A. and Burns, R. (2004) Service quality, satisfaction, and behavioral intention among forest visitors. Journal of Travel & Tourism Marketing, 17:1, pp. 73-82.
75. Manning, R. E. (1986) Studies in outdoor recreation: Search and research for satisfaction, Oregon State University Press, Corvallis
76. Mansfeld, Y. (1992) From motivation to actual travel. Annals of Tourism Research, 19:3, pp. 399-419.
77. Mazanec, J. (2006) Exploring tourist satisfaction with nonlinear structural equation modeling and inferred causation analysis. Journal of Travel & Tourism Marketing, 21:1, pp. 73-90.
78. McCleary, K., Weaver, P. and Hsu, C. (2006) The relationship between international leisure travelers' origin country and product satisfaction, value, service quality, and intention to return. Journal of Travel & Tourism Marketing, 21:23, pp. 117-130.
79. Mellens, M., Dekimpe, M. G. and Steenkampe, J. B. (1996) Areview of brand-loyalty measures in marketing. Tijdschrift voor Economie en Management, 41, pp. 507-533.
80. Moorman, C., Deshpande, R. and Zaltman, G. (1993) Factors affecting trust in market research relationship. Journal of Marketing, 57:1, pp. 81-101.
81. Morgan, R. M. and Hunt, S. D. (1994) The commitment-trust theory of relationship marketing. Journal of Marketing, 58:3, pp. 20-38.
82. Nunnally, J. (1978) Psychometric theory, McGraw-Hill, New York
83. Oliver, R. L. (1977) Effect of expectation and disconfirmation on post-exposure product evaluations: An alternative interpretation. Journal of Applied Psychology, 62:4, pp. 480-486.
84. Oliver, R. L. (1980) Acognitive model of antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17:4, pp. 460-469.
85. Oliver, R. L. (1997) Satisfaction: A behavioural perspective on the consumer, The McGraw-Hill Companies, Inc, New York
86. Oliver, R. L. (1999) Whence consumer loyalty?. Journal of Marketing, 63:4, pp. 33-44.
87. Olshavsky, R. W. and Miller, J. A. (1972) Consumer expectations, product performance, and perceived product quality. Journal of Marketing Research, 9:1, pp. 19-21.
88. Olson, J. C. and Dover, P. A. (1979) Disconfirmation of consumer expectations through product trial. Journal of Applied Psychology, 64:2, pp. 179-189.
89. Organization for Economic Cooperation and Development (OECD) (1994) Tourism policy and international tourism in OECD countries 1991-1992: Special feature tourism strategies and rural development, Author, Paris
90. Ostrowsky, P. L., O'Brien, T. V. and Gordon, G. L. (1993) Service quality and customer royalty in the commercial airline industry. Journal of Travel Research, 32:2, pp. 16-24.
91. (1997) The business of rural tourism: International perspectives, International Thomson Business Press, London
92. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985) Aconceptual model of service quality and its implications for future research. Journal of Marketing, 49:4, pp. 41-50.
93. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988) SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64:1, pp. 12-40.
94. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1991) Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67:4, pp. 420-450.
95. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1994) Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70:3, pp. 201-230.
96. Patterson, P. G. and Spreng, R. A. (1997) Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: An empirical examination. The International Journal of Service Industry Management, 8:5, pp. 415-432.
97. Peter, J. P., Churchill, G. A. and Brown, T. J. (1993) Caution in the use of difference scores in consumer research. Journal of Consumer Research, 19:1, pp. 655-662.
98. Petrick, J. F. and Sirakaya, E. (2004) Segmenting cruisers by loyalty. Annals of Tourism Research, 31:2, pp. 472-475.
99. Phelps, A. (1986) Holiday destination image-The problem of assessment: An example developed in Menorca. Tourism Management, 7:3, pp. 168-180.
100. Reichel, A., Lowengart, O. and Milman, A. (2000) Rural tourism in Israel: Service quality and orientation. Tourism Management, 21:5, pp. 451-459.
101. Reichheld, F. F. (1993) Loyalty-based management. Harvard Business Review, 71:2, pp. 64-73.
102. Reichheld, F. F. (1996) The loyalty effect, Harvard Business School Press, Boston
103. Rivers, M. J., Toh, R. S. and Alaoui, M. (1991) Frequent stayers-programmes: The demographic, behavioural and attitudinal characteristics of hotel steady sleepers. Journal of Travel Research, 30:3, pp. 41-45.
104. Roest, H. and Pieters, R. (1997) The nomological net of perceived service quality. The International Journal of Service Industry Management, 8:4, pp. 336-351.
105. Ruiz, A. V., Vazquez, R. and Diaz, A. M. (1995) Perceived quality of the service in hotel establishments of rural tourism. Papers de Turisme (Papers of Tourism), 19, pp. 17-33.
106. Rust, R. and Oliver, R. L. (1994) Service quality: New directions in theory and practice, Sage Publications, Thousand Oaks, CA
107. Rust, R. and Zahorik, A. (1993) Customer satisfaction, customer retention and marketing share. Journal of Retailing, 69:2, pp. 145-156.
108. Ruyter, K. De, Wetzels, M. and Bloemer, J. (1996) On the relationship between perceived service quality and behavioural intentions. Proceedings of the 25th European Marketing Academy Conference: Marketing for an expanding Europe, pp. 273-292. EMAC-University of Economic Sciences, Budapest, Hungary
109. Sandvich, K. and Duhan, D. (1996) The effects of performance quality, customer satisfaction, and brand reputation on customer loyalty. Proceedings of the 25th European Marketing Academy Conference: Marketing for an expanding Europe, pp. 983-999. EMAC-University of Economic Sciences, Budapest, Hungary
110. Selnes, F. (1993) An examination of the effect of product performance on brand reputation, satisfaction and loyalty. European Journal of Marketing, 27:9, pp. 19-35.
111. Setó, D. (2003) The Influence of Service Quality, Image, Satisfaction, and Trust in Client's Loyalty. Revista Espanola de Investigacion de Marketing (ESIC) (Spanish Journal of Research Marketing), 7:1, pp. 27-55.
112. Sharpley, R. (2002) Rural tourism and the challenge of tourism diversification: The case of Cyprus. Tourism Management, 23:3, pp. 233-244.
113. Sharpley, R. and Sharpley, J. (1997) Rural tourism: An introduction, International Business Press, London
114. Sheth, J. N. and Parvatiyar, A. (1995) Relationship marketing in consumer markets: Antecedents and consequences. Journal of the Academy of Marketing Science, 23:4, pp. 255-271.
115. Singh, J. and Sirdeshmukh, D. (2000) Agency and trust mechanism in consumer satisfaction and royalty judgments. Journal of the Academy of Marketing Science, 28:1, pp. 150-167.
116. Sivadass, E. and Baker-Prewitt, J. L. (2000) An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management, 28:2, pp. 73-82.
117. Taylor, S. A. and Baker, T. L. (1994) An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of Retailing, 70:2, pp. 163-178.
118. Teas, R. K. (1993) Expectations, performance evaluation and consumer's perception of quality. Journal of Marketing, 57:4, pp. 18-34.
119. Tenenhaus, M., Vinzi, V. E., Chatelin, Y. -M. and Lauro, C. (2005) PLS path modeling. Computational Statistics & Data Analysis, 48:1, pp. 159-205.
120. Traylor, M. B. (1981) Product involvement and brand commitment. Journal of Advertising Research, 21:6, pp. 51-56.
121. Tse, D. K. and Wilton, P. C. (1988) Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 25:2, pp. 204-212.
122. Vázquez, R. and Díaz, A. (1996) The knowledge of the expectations of the clients: A key piece of the quality of service in the tourism
123. Vázquez, R., Díaz, A. and Santos, M. (2000) Service quality and their influence on satisfaction: Development of a focus based on conjoint analysis to establish strategies in companies of tourist services. Revista Europea de Direccion y Economia de la Empresa (European Journal of Administration and Economy of the Company), 9:1, pp. 39-56.
124. Zeithaml, V., Berry, L. and Parasuraman, A. (1996) The behavioural consequences of service quality. Journal of Marketing, 60:2, pp. 31-46.
125. Zins, A. H. (1998) Antecedents of satisfactions and customer loyalty in the commercial airline industry. Proceedings of the 27th European Marketing Academy Conference: Marketing strategy and organization, pp. 327-341. EMAC-School of Economics of Stockholm University, Stockholm, Sweden