Conceptualizing and measuring loyalty: Towards a conceptual model of tourist loyalty antecedents

Journal of Vacation Marketing

Volumn 17, Issue 1, 2011, Pages 65-81

  Velázquez, Beatriz Moliner ^a   Saura, Irene Gil ^a   Molina, María Eugenia Ruiz ^a  

^a UNIVERSITY OF VALENCIA   (Spain)

Author keywords

commitment; loyalty; satisfaction; service quality; value and tourism

Indexed keywords

EID: 79251483169     PISSN: 13567667     EISSN: 14791870     Source Type: Journal    
DOI: 10.1177/1356766710391450     Document Type: Article

References (158)

1. Alén González ME and Fraiz Brea JA (2006) Evaluación de la relación existente entre la calidad de servicio, la satisfacción y las intenciones de comportamiento en el ámbito del turismo termal. Revista Europea de Dirección y Economía de la Empresa 15(3): 171-184.
2. Alexandris K., Kouthouris C. and Meligdis A. (2006) Increasing customers' loyalty in a skiing resort: the contribution of place attachment and service quality. International Journal of Contemporary Hospitality Management 18(5): 414-425.
3. Allen NJ and Meyer JP (1996) Affective, continuance and normative commitment to the organization: an examination of construct validity. Journal of Vacational Behavior 49: 252-276.
4. Anderson EW (1994) Cross category variation in customer satisfaction and retention. Marketing Letter 5(1): 19-30.
5. Backman SJ (1988) The utility of selected personal and marketing characteristics in explaining consumer loyalty to selected recreation services. Unpublished doctoral thesis, Texas A&M University.
6. Baker DA and Crompton JL (2000) Quality, satisfaction and behavioral intentions. Annals of Tourism Research 27(3): 785-804.
7. Baloglu S. (2001) An investigation of a loyalty typology and the multidimensional loyalty of international travelers. Tourism Analysis 6: 41-52.
8. Baron RM and Kenny DA (1986) The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology 51(6): 1173-1182.
9. Barroso Castro C. and Martín Armario E. (1999) Marketing Relacional. Madrid: Esic.
10. Barroso Castro C., Martín Armario E. and Martín Ruiz D. (2007) The influence of market heterogeneity on the relationship betwenn a destination's image and tourists' future behavior. Tourism Management 28(1): 175-187.
11. Bei LT and Chiao Y.-C(2001) An integrated model for the effects of perceived product, perceived service quality and perceived price fairness on consumer satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfactiona and Complaining Behaviour 14: 125-140.
12. Bennett R., Bove L., Dann S., Drennan J., Frazer L., Gabbott M., Hill R., Lawley M., Matear S., Perry C., Sparks B., Summers J., Sweeney J., Ward T. and White L. (2003) Services Marketing: A Managerial Approach. Milton: John Wiley & Sons.
13. Bennett R. and Rundle-Thiele S. (2004) Customer satisfaction should not be the only goal. Journal of Services Marketing 16(7): 514-523.
14. Berné C. (1997) Modelización de la poscompra: satisfacción y lealtad. In: Múgica JM and Ruiz S (eds) El comportamiento del consumidor. Barcelona: Ariel, 163-180.
15. Berry L. (1995) Relationship marketing of service-growing interest, emerging perspectives. Journal of the Academy of Marketing Science 23(4): 236-245.
16. Bigné JE and Andreu L. (2002) Análisis de la satisfacción en la experiencia del consumidor: una aplicación en museos interactivos. Paper presented at XIV Encuentro de Profesores Universitarios de Marketing, Granada, September, 497-510.
17. Bigné JE and Andreu L. (2004) Modelo cognitivoafectivo de la satisfacción en servicios de ocio y turismo. Cuadernos de Economía y Dirección de Empresas 21: 89-120.
18. Bigné JE, Andreu L., Chumpitaz R. and Swaen V. (2006) Efectos de las variables ambientales y atribución en las emociones en centros comerciales. Una aplicación en la compra de perfumerías y cosmética. Revista Española de Investigación y Marketing 10(17): 45-68.
19. Bigné JE, Mattila AS and Andreu L. (2008) The impact of experiential consumption cognition and emotions on behavioral intentions. Journal of Services Marketing 22(4): 303-315.
20. Bloemer J., De Ruyter K. and Wetzels M. (1999) Linking perceived service quality and service loyalty: a multidimensional perspective. European Journal of Marketing 33(11/12): 1082-1106.
21. Bloemer J. and Oderkerken-Schroder G. (2002) Store satisfaction and store loyalty explained by customer and store-related factors. Journal of Satisfaction, Dissatisfaction and Complaining Behaviour 15: 68-80.
22. Boulding W., Kalra A., Staelin R. and Zeithaml VA (1993) A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research 30: 7-27.
23. Bowen JT and Chen SL (2001) The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management 13(5): 213-217.
24. Brady MK, Cronin JJ, Jr and Brand RR (2002) Performance-only measurement of service quality: a replication and extension. Journal of Business Research 55: 17-31.
25. Brady MK, Robertson CJ and Cronin JJ (2001) Managing behavioral intentions in diverse cultural environments. An investigation of service quality, service value and satisfaction for American and Ecuatorian fast-food customers. Journal of International Management 7: 129-149.
26. Butcher K., Sparkes B. and O'Callaghan F. (2001) Evaluative and relational influences on service loyalty? International Journal of Service Industry Management 12(4): 310-327.
27. Buttle F. and Burton J. (2002) Does service failure influence customer loyalty. Journal of Consumer Behavior 1(3): 217-227.
28. Caruana A., Money AH and Berthon PR (2000) Service quality and satisfaction-the moderating role of value. European Journal of Marketing 34(11/12): 1338-1353.
29. Chaudhuri A. and Holbrook MB (2001) The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing 65(2): 81-93.
30. Chen J. and Paliwoda S. (2004) The influence of company name in consumer variety seeking. Journal of Brand Management 11: 219-232.
31. Chi CG-Q and Qu H. (2008) Examining the structural relationship of destination image, tourist satisfaction and destination loyalty: an integrated approach. Tourism Management 29(4): 624-636.
32. Chitty B., Ward S. and Chua C. (2007) An application of the ECSI model as a predictor of satisfaction and loyalty for backpacker hostels. Marketing Intelligence & Planning 25(6): 563-580.
33. Choi KS, Cho WH, Lee S., Lee H. and Kim C. (2002) The relationship among quality, value, satisfaction and behavioral intention in health care provider choice: a South Korean study. Journal of Business Research 5738: 1-9.
34. Cole ST and Crompton JL (2003) A conceptualization of the relationship between service quality and visitor satisfaction and their links to destination selection. Leisure Studies 22: 65-80.
35. Cole ST and Illum SF (2006) Examining the mediating role of festival visitors' satisfaction in the relationship between service quality and behavioral intentions. Journal of Vacation Marketing 12(2): 160-173.
36. Cole ST and Scott D. (2004) Examining the mediating role of experience quality in a model of tourist experiences. Journal of Travel & Tourism Marketing 16(1): 77-88.
37. Crompton JL and Love LL (1995) The predictive validity of alternative approaches of evaluating quality of a festival. Journal of Travel Research 34(1): 11-24.
38. Cronin JJ, Brady MK and Hult GTM (2000) Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing 76(2): 193-218.
39. Cronin JJ and Taylor SA (1992) Measuring service quality: a reexamination and extension. Journal of Marketing 56: 55-68.
40. Czepiel JA and Gilmore R. (1987) Exploring the concept of royalty in services. In: Czepiel JA, Congram CA and Shanahan J (eds) The Services Challenge: Integrating for Competitive Advantage. Chicago, IL: American Marketing Association, 91-94.
41. Day GS (1969) A two-dimensional concept of brand loyalty. Journal of Advertising Research 9(3): 29-35.
42. Day E. and Crask MR (2000) Value assessment: the antecedent of customer satisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour 13: 42-50.
43. De Ruyter K., Wetzels M. and Bloemer J. (1998) On the relationship between perceived service quality, service loyalty and switching costs. International Journal of Service Industry Management 9(5): 436-453.
44. De Wulf K. and Odekerken-Schröder GJ (2003) Assessing the impact of a retailer's relationship efforts on consumers' attitudes and behaviour. Journal of Retailing & Consumer Service 10(2): 95-108.
45. Dimitriades ZS (2006) Customer satisfaction, loyalty and commitment in service organizations. Management Research News 29(12): 782-800.
46. East R., Harris P. and Hammond K. (1995) Correlates of first-brand loyalty. Journal of Marketing Management 11(5): 487-497.
47. Ekinci Y. and Riley M. (1998) A critique of the issues and theoretical assumptions in service quality measurement in the lodging industry: time to mode the goal posts? International Journal of Hospitality Management 17(4): 349-362.
48. Ekinci Y., Dawes PL and Massesy GR (2008) An extended model of the antecedents and consequences of consumer satisfaction for hospitality services. European Journal of Marketing 42(1/2): 35-68.
49. Fecikova I. (2004) An index method for measurement of customer satisfaction. The TQM Magazine 16(1): 57-66.
50. Fournier S. (1998) Consumers and their brands: developing relationship theory in consumer research. Journal of Consumer Research 24: 343-373.
51. Fullerton G. (2005) How commitment both enables and undermines marketing relationships. European Journal of Marketing 39(11/12): 1372-1388.
52. Gallarza M. and Gil Saura I. (2006) Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students' travel behaviour. Tourism Management 27(3): 437-452.
53. Ganesh J., Arnold MJ and Reynolds KE (2000) Understanding the customer base of service providers: an examination of the differences between switchers and stayers. Journal of Marketing 64(3): 65-87.
54. Geyskens I., Steenkamp JBE and Kumar N. (1999) A meta-analysis of satisfaction in marketing channel relationship. Journal of Marketing Research 36: 223-238.
55. Giese JL and Cote JA (2000) Defining consumer satisfaction. Academy of Marketing Science Review 1: 1-34.
56. Gil Saura I., Servera Francés D. and Fuentes Blasco M. (2010) Antecedents and consequences of logistics value: an empirical investigation in the Spanish market. Industrial Marketing Management 39: 493-506.
57. Godbey G. and Graefe A. (1991) Repeat tourism, play and monetary spending. Annals of Tourism Research 18: 213-225.
58. Gremler DD and Brown SW (1996) Service loyalty: its nature, importance and implications. In: Edvardsson B, Brown SW, Sohnston R and Scheuing E (eds) QUIS V: Advancing Service Quality: A Global Perspective. New York: ISQA, 171-181.
59. Grewal D., Monroe KB and Krishman R. (1998) The effects of price-comparison advertising on buyers' perceptions of acquisition value, transaction value and behavioral intentions. Journal of Marketing 62: 46-59.
60. Grönroos C. (1984) A service quality model and its marketing implications. European Journal of Marketing 18: 36-44.
61. Gruen TW, Summers JO and Acito F. (2000) Relationship marketing activities, commitment and membership behavior in professional association. Journal of Marketing 64: 34-49.
62. Hoest V. and Knie-Andersen M. (2004) Modeling customer satisfaction in mortgage credit companies. The International Journal of Bank Marketing 22(1): 26-42.
63. Hagen-Danbury A. and Matthews B. (2001) The impact of store image and shopping involvement on store loyalty in clothes purchasing context. Proceedings of the Annual Academy of Marketing Conference. Cardiff University, 1-4.
64. Holbrook MB (1999) Consumer Value. A Framework for Analysis and Research. London: Routledge.
65. Homburg C. and Giering A. (2001) Personal characteristics as moderators of the relationship between customer satisfactiona and loyalty. Psychology and Marketing 18: 43-66.
66. Howard JA (1974) The structure of buyer behavior. In Farley JV and Howard JA (eds) Consumer Behavior: Theory and Application. Boston, MA: Allyn & Bacon, 9-32.
67. Howard JA and Sheth JN (1969) The Theory of Buyer Behavior. New York: John Wiley and Sons.
68. Hoyer WC (1984) An examination of consumer decision making for a common repeat product. Journal of Consumer Research 11: 822-829.
69. Instituto Nacional de Consumo (2007) Consultas y reclamaciones en las organizaciones de consumidores de ámbito estatal presentes en el Consejo de Consumidores y Usuarios: 2007. Available at: www.consumo-inc.es.
70. Iwasaki Y. and Havitz ME (1998) A path analytic model of the relationship between involvement, psychological commitment and loyalty. Journal of Leisure Research 30(2): 256-280.
71. Jacoby J. and Chestnut RW (1978) Brand Loyalty: Measurement and Management. New York: Wiley.
72. Jacoby J. and Kyner D. (1973) Brand loyalty versus repeat purchasing behavior. Journal of Marketing Research 10: 1-9.
73. Johnson R. (1998) The effect of intensity of dissatisfaction on complaining behavior. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 11: 69-77.
74. Johnson M., Gufstafsson A., Andreassen TW, Lervik L. and Cha J. (2001) The evolution and future of national customer satisfaction index models. Journal of Economic Psychology 22(2): 217-245.
75. Jones T. and Taylor SF (2007) The conceptual domain of service loyalty: how many dimensions? Journal of Services Marketing 21(1): 36-51.
76. Jones TO and Sasser WE (1995) Why satisfied customers defect. Harvard Business Review 73(6): 89-99.
77. Josiam BM, Kinley TR and Kim YK (2005) Involvement and the tourist shopper: using the involvement construct to segment the American shopper at the mall. Journal of Vacation Marketing 11(2): 135-154.
78. Kent JL and Mentzer JT (2003) The effect of investment in interorganizational information technology. Journal of Business Logistics 24(2): 155-175.
79. Kim WG and Cha Y. (2002) Antecedents and consequences of relationship quality in hotel industry. Hospitality Management 21: 321-338.
80. Kim S. and Littrell MA (1999) Predicting souvenir purchase intentions. Journal of Travel Research 38: 153-162.
81. Knox S. and Walter D. (2001) Measuring and managing brand loyalty. Journal of Strategic Marketing 9: 111-128.
82. Kolar T. and Zabkar V. (2007) The meaning of tourists' authentic experiences for the marketing of cultural heritage sites. Economic and Business Review for Central and South-Eastern Europe 9(3): 235-256.
83. Kotler P., Bowen J. and Makens J. (1996) Marketing for Hospitality and Tourism. Upper Saddle River, NJ: Prentice Hall.
84. Kozak M. and Rimmington M. (2000) Tourist satisfaction with Mallorca, Spain as an off-season holiday destination. Journal of Travel Research 38(3): 260-269.
85. Lapierre J., Filiatrault P. and Chebat J.-C(1999) Value strategy rather than quality strategy: a case of business-to-business professional service. Journal of Business Research 45: 235-246.
86. Lee M. and Cunningham LF (2001) A cost/benefit approach to understanding service loyalty. Journal of Services Marketing 15(2): 113-130.
87. Lymberopolous K., Chaniotakis I. and Soureli M. (2004) Opportunities for banks to cross-sell insurance products. Journal of Financial Services Marketing 9(1): 34-48.
88. Macintosh G. (2007) Customer orientation, relationship quality and relational benefits to the firm. Journal of Services Marketing 21(3): 150- 159.
89. Macintosh G. and Lockshin LS (1997) Retail relationships and store loyalty: a multi-level perspective. Journal of Research in Marketing 14: 487-497.
90. Mattila AS (2001) The impact of relationship type on soncumer loyalty in a context of service failure. Journal of Service Research 4(2): 91-101.
91. Matzler K., Bailom F., Hinterhuber HH, Renzl B. and Pichler J. (2004) The asymetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance-performance analysis. Industrial Marketing Management 33: 271-277.
92. McColl-Kennedy J., Daus C. and Sparks B. (2003) The role of gender in reactions to service failure and recovery. Journal of Service Research 6(1): 66-82.
93. McCollough MA (2000) The effect of perceived justice and attributions regarding service failure and recovery on post-recovery customer satisfaction and service quality attitudes. Journal of Hospitality and Tourism Research 41(3): 423-447.
94. McDougall GH and Levesque T. (2000) Customer satisfaction with services: putting perceived value into the equation. The Journal of Services Marketing 14(5): 392-410.
95. McMullan R. (2005) A multiple-item scale for measuring customer loyalty development. Journal of Services Marketing 19(7): 470-481.
96. Mechinda P., Serirat S. and Gulid N. (2009) An examination of tourists' attitudinal and behavioral loyalty: comparison between domestic and international tourists. Journal of Vacation Marketing 15(2): 129-148.
97. Mitra A. and Lynch J. (1995) Toward a reconciliation of market power and information theories of advertising effects on price elasticity. Journal of Consumer Research 21(4): 644-660.
98. Mittal V. and Kamakura WA (2001) Satisfaction, repurchase intent and repurchase behavior: investigating the moderating effect of consumer characteristics. Journal of Marketing Research 38(1): 131-142.
99. Mittal B. and Lassar WM (1998) Why do customers switch? The dynamics of satisfaction versus loyalty. The Journal of Services Marketing 12(3): 177-194.
100. Mohr J. and Nevin JR (1990) Communications strategies in marketing channels: a theoretical perspective. Journal of Marketing 54(4): 36-51.
101. Moliner MA, Sánchez J., Rodríguez RM and Callarisa L. (2007) Relationship quality with a travel agency: The influence of the postpurchase perceived value of a tourism package. Tourism and Hospitality Research 7(3/4): 194-211.
102. Morwitz VG, Steckel JH and Gupta A. (1997) When do purchase intentions predict sales? Marketing Science Institute Working Paper, June, 97-112.
103. Murphy PE, Pritchard MP and Smith B. (2000) The destination product and its impact on traveller perceptions. Tourism Management 21: 43-52.
104. Namkung Y. and Jang S. (2008) Are highly satisfied restaurant customers really different? A quality perception perspective. International Journal of Contemporary Hospitality Management 20(2): 142-155.
105. Ndubisi NO (2006) Effect of gender on customer loyalty: a relationship marketing approach. Marketing Intelligence and Planning 24(1): 48-61.
106. Nicholls JAF, Gilbert GR and Roslow S. (1998) Parsimonious measurement of customer satisfaction with personal service and the service setting. Journal of Consumer Marketing 15(3): 239-253.
107. Niininen O., Szivas E. and Riley M. (2004) Destination loyalty and repeat behaviour: an application of optimun stimulation measurement. International Journal of Tourism Research 6: 439-447.
108. O'Brien L. and Jones C. (1995) Do rewards really create loyalty? Harvard Business Review May/June: 75-82.
109. Oh H. (2000) Quality, value, and satisfaction: a practical viewpoint. The Cornell Hotel and Restaurant Administration Quarterly 41(3): 58-66.
110. Oh H. (2003) Price fairness and its asymetric effects on overall price, quality and value judgements: the case of an upscale hotel. Tourism Management 24: 397-399.
111. Oliver RL (1997) Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill.
112. Oliver RL (1999) Whence consumer loyalty? Journal of Marketing 63: 33-44.
113. Olson J. and Jacoby J. (1971) A construct validation study of brand loyalty. Paper presented at the 78th Annual Meeting of the American Psychological Association, Miami, FL.
114. Opperman M. (1998) Destination threshold potencial and the law of repeat visitation. Journal of Travel Research 37: 131-137.
115. Opperman M. (1997) First-time and repeat visitors to New Zealand. Tourism Management 18: 177-181.
116. Opperman M. (2000) Where psychology and geography interface in tourism research and theory. In: Woodside AG, Crouch GI, Mazanee JA, Opperman M and Sakai MY (eds) Consumer Psychology of Tourism, Hospitality and Leisure. New York: Cabi Publishing, 19-37.
117. Parasuraman A., Berry LL and Zeithaml VA (1991) Understanding consumer expectations of service. Sloan Management Review 23: 39-48.
118. Parasuraman A. and Grewal D. (2000) The impact of technology on the quality-value-loyalty chain: a research agenda. Journal of the Academy of Marketing Science 28(1): 168-174.
119. Parasuraman A., Zeithaml VA and Berry LL (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64: 39-48.
120. Patterson PG (2007) Demographic correlates of loyalty in a service context. Journal of Services Marketing 21(2): 112-121.
121. Patterson PG, Johnson LW and Spreng RA (1997) Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of the Academy of Marketing Science 25(1): 4-17.
122. Pechlaner H., Smeral E. and Matzler K. (2002) Consumer value management as a determinant of the competitive position of Tourism Destinations. Tourism Review 57(4): 15-22.
123. Petrick JF (2005) Reoperationalising the loyalty framework. Tourism and Hospitality Research 5(3): 199-212.
124. Petrick JR and Backman SJ (2002) An examination of golf travelers' satisfaction, perceived value, loyalty and intentions to revisit. Tourism Analysis 6: 223-237.
125. Petrick JF, Morais DD and Norma WC (2001) An examination of the determinants of entertainment vacationers' intentions to revisit. Journal of Travel Research 40: 41-48.
126. Pritchard M. and Howard DR (1997) The loyal traveller: examining a typology of service patronage. Journal of Travel Research 35(4): 2-10.
127. Ravald A. and Grönroos C. (1996) The value concept and relationship marketing. European Journal of Marketing 30(2): 19-30.
128. Reichheld FF (2003) The one number you need to grow. Harvard Business Review 81(12): 46-54.
129. Reichheld F. and Teal T. (1996) The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value. Boston, MA: Harvard Business School Press.
130. Reichheld FF and Sasser WE (1990) Zero defections: quality comes to services. Harvard Business Review 68: 105-111.
131. Rhoades L., Eisenberger R. and Armeli S. (2001) Affective commitment to the organization: the contribution of perceived organizational support. Journal of Applied Psychology 86(5): 825-836.
132. Riley M., Niininen O., Szivas EE and Willis T. (2001) The case for process approaches in loyalty research in tourism. Internationa Journal of Tourism Research 3: 23-32.
133. Rundle-Thiele S. (2005) Exploring loyal qualities: assessing survey-based loyalty measures. Journal of Services Marketing 19(7): 492-500.
134. Salegna GJ and Goodwin SA (2005) Consumer loyalty to service providers: an integrated conceptual model. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 18: 51-67.
135. San Martín H., Collado J. and Rodríguez I. (2008) El proceso global de satisfacción bajo múltiples estándares de comparación: el papel moderador de la familiaridad, la involucración y la interacción cliente-servicio. Revista Española de Investigación de Marketing ESIC 12(1): 65-95.
136. Setó D. (2003) La fidelidad del cliente en el ámbito de los servicios: un análisis de la escala intenciones de comportamiento. Investigaciones Europeas de Dirección y Economía de la Empresa 9(2): 189- 204.
137. Shankar V., Smith AK and Rangaswamy A. (2003) Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing 20(2): 153-175.
138. Sonmez SF and Graefe AR (1998) Determining future travel behavior from past travel experience and perceptions of risk and safety. Journal of Travel Research 37(4): 171-177.
139. Spreng RA and Mackoy RD (1996) An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing 72(2): 201-214.
140. Suárez L., Vázquez R. and Díaz AM (2007) Análisis de la confianza y compromiso percibido por el consumidor como variables clave en las relaciones entre los clientes y las agencies de viaje minoristas. Revista de Análisis Turísticos 4: 68-87.
141. Szymanski DM and Henard, DH (2001) Customer satisfaction: a meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science 29(1): 16-35.
142. Taylor TB (1998) Better loyalty measurement leads to business solutions. Marketing News 32(22): 41-42.
143. Thrane C. (2002) Music quality, satisfaction and behavioral intentions within a jazz festival context. Event Management 7: 143-150.
144. Tsaur SH, Tzeng G. and Wang K. (1997) Evaluating tourist risks from fuzzy perspectives. Annals of Tourism Research 24(4): 796-812.
145. Uncles MD, Dowling GR and Hammond K. (2003) Customer loyalty and customer loyalty programs. Journal of Consumer Marketing 20(4): 294-316.
146. Vázquez Carrasco R. (2003) Modelo de lealtad en atención al metaprograma atracción-repulsión. Doctoral Thesis, University of Sevilla.
147. Veloutsou C., Gilbert RG, Moutinho LA and Good MM (2005) Measuring transaction-specific satisfaction in services. European Journal of Marketing 39(5-6): 606-628.
148. Wang W-H., Liang C-J. and Wu Y-D (2006) Relationship bonding tactics, relationship quality and customer behavioral loyalty-behavioral sequense in Taiwan's information services industry. Journal of Services Research 6(1): 31-57.
149. Weiner B. (2000) Attributional thoughts about consumer behavior. Journal of Consumer Research 27: 382-387.
150. Wood LM (2004) Dimensions of brand purchasing behavior: consumers in the 18-24 age group. Journal of Consumer Behavior 4(1): 9-24.
151. Yen T., Liu H and Tuan C (2009) Managing relationship efforts to influence loyalty: an empirical study on the sun link sea forest and recreational park, Taiwan. The International Journal of Organizational Innovation 2(2): 179-194.
152. Yoon Y. and Uysal M. (2005) An examination of the effects of motivation and satisfaction on destination loyalty: a structural model. Tourism Management 26(1): 45-56.
153. Yu YT and Dean A. (2001) The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management 12(3): 234-250.
154. Yüksel A. and Yüksel F. (2007) Shopping risk perceptions: effects on tourists' emotions, satisfaction and expressed loyalty intentions. Tourism Management 28(3): 703-713.
155. Zeelenberg M. and Pieters R. (2004) Beyong valence in customer dissatisfaction: a review and new findings on behavioral responses to regret and disappointment in failed services. Journal of Business Research 57: 445-455.
156. Zeithaml VA (1988) Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence. Journal of Marketing 52(July): 2-22.
157. Zeithaml VA, Berry LL and Parasuraman A. (1996) The behavioral consequences of service quality. Journal of Marketing 60(2): 31-46.
158. Zins AH (2001) Relative attitudes and commitment in customer loyalty models. International Journal of Service Industry Management 12(3): 269-294.