Corporate image, loyalty, and commitment in the consumer travel industry

Journal of Marketing Management

Volumn 28, Issue 5-6, 2012, Pages 568-593

  Richard, James E ^a   Zhang, Annie ^b  

^a VICTORIA UNIVERSITY OF WELLINGTON   (New Zealand)

^b Wwwins Consulting Shanghai   (China)

Author keywords

commitment; corporate image; loyalty; PLS; tourism; travel

Indexed keywords

EID: 84860733669     PISSN: 0267257X     EISSN: 14721376     Source Type: Journal    
DOI: 10.1080/0267257X.2010.549195     Document Type: Article

References (149)

1. Aaker, D.A. 1996. Building strong brands, New York: Free Press.
2. Aaker, D.A. 2004. Leveraging the corporate brand. California Management Review, 46(3): 6
3. Abdullah, M., Al-Nasser, A.D. and Husain, N. 2000. Evaluating functional relationship between image, customer satisfaction and customer loyalty using general maximum entropy. Total Quality Management, 11(4-6): S826-S829.
4. Abratt, R. and Mofokeng, T.N. 2001. Development and management of corporate image in South Africa. European Journal of Marketing, 35(3/4): 368-386.
5. Allen, N.J. and Meyer, J.P. 1991. The measurement and antecedents of affective, continuance and normative commitment to the organization. Journal of Occupational Psychology, 63(1): 1-18.
6. Anderson, E. and Weitz, B. 1989. Determinants of continuity in conventional industrial channel dyads. Marketing Science, 8(4): 310-323.
7. Andreassen, T.W. and Lindestad, B. 1998. Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management, 9(1): 7-23.
8. Asiedu, A. 2008. Participants' characteristics and economic benefits of visiting friends and relatives (VFR) tourism-An international survey of the literature with implications for Ghana. The International Journal of Tourism Research, 10(6): 609-621.
9. Aydin, S. and Özer, G. 2005. The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8): 910-925.
10. Balmer, J.M.T. and Gray, E.R. 2003. Corporate brands: What are they? What of them?. European Journal of Marketing, 37(7/8): 972-997.
11. Beatty, S.E., Homer, P. and Kahle, L.R. 1988. The involvement-commitment model: Theory and implications. Journal of Business Research, 16(2): 149-167.
12. Berry, L.L. 1995. Relationship marketing of services-Growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(4): 236-245.
13. Biel, A.L. 1992. How brand image drives brand equity. Journal of Advertising Research, 32(6): RC6-RC12.
14. Bitner, M.J. 1992. Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2): 57-71.
15. Bitner, M.J. and Hubbert, A.R. 1994. "Encounter satisfaction versus overall satisfaction versus quality: The customer's voice". In Service quality: New directions in theory and practice, Edited by: Rust, R.T. and Oliver, R.L. 72-94. Thousand Oaks, CA: Sage.
16. Bloemer, J.M.M. and de Ruyter, K. 1998. On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32(5/6): 499-513.
17. Bloemer, J.M.M., de Ruyter, K. and Peeters, P. 1998. Investigating drivers of bank loyalty: The complex relationship between image, service quality and satisfaction. The International Journal of Bank Marketing, 16(7): 276-291.
18. Bloemer, J.M.M. and Kasper, H.D.P. 1995. The complex relationship between consumer satisfaction and brand loyalty. Journal of Economic Psychology, 16(2): 311-329.
19. Bollen, K.A. 1989. Structural equations with latent variables, New York: Wiley.
20. Bowen, J.T. and Shoemaker, S. 1998. Loyalty: A strategic commitment. Cornell Hotel and Restaurant Administration Quarterly, 39(1): 12-25.
21. Buchanan, B. III. 1974. Building organizational commitment: The socialization of managers in work organizations. Administrative Science Quarterly, 19(4): 533-546.
22. Campo, S. and Yagüe, M.J. 2007. The formation of the tourist's loyalty to the tourism distribution channel: How does it affect price discounts?. The International Journal of Tourism Research, 9(6): 453-464.
23. Campo, S. and Yagüe, M.J. 2008. Tourist loyalty to tour operator: Effects of price promotions and tourist effort. Journal of Travel Research, 46(3): 318-326.
24. Caruana, A. 2002. Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8): 811-829.
25. Chaudhuri, A. and Holbrook, M.B. 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.
26. Chen, J.S. and Gursoy, D. 2001. An investigation of tourists' destination loyalty and preferences. International Journal of Contemporary Hospitality Management, 13(2): 79
27. Chin, W.W. (2000). Partial least squares for researchers: An overview and presentation of recent advances using the PLS approach http://disc-nt.cba.uh.edu/chin/icis2000plstalk.pdf (http://disc-nt.cba.uh.edu/chin/icis2000plstalk.pdf) (Accessed: 24 April 2007).
28. Chin, W.W., Marcolin, B.L. and Newsted, P.R. A partial least squares latent variable modeling approach for measuring interaction effects: Results from a Monte Carlo simulations study and voice mail emotion/adoption study. Paper presented at the Seventeenth International Conference on Information Systems (ICIS). Cleveland, OH. December 16-18.
29. Chumpitaz, R. and Paparoidamis, N.G. 2004. Service quality and marketing performance in business-to-business markets: Exploring the mediating role of client satisfaction. Managing Service Quality, 14(2/3): 235-248.
30. Cohen, J. 1988. Statistical power analysis for the behavioral sciences, Hillsdale, HJ: Lawrence Erlbaum.
31. Cöner, A. and Güngör, M.O. 2002. Factors affecting customer loyalty in the competitive Turkish metropolitan retail markets. Journal of American Academy of Business, Cambridge, 2(1): 189-195.
32. Connon, N., Thyne, M. and Deans, K.R. 2007. Corporate travel procurement: The client/agent relationship. Journal of Customer Behaviour, 6(1): 93-108.
33. Coviello, N., Winklhofer, H. and Hamilton, K. 2006. Marketing practices and performance of small service firms: An examination in the tourism accommodation sector. Journal of Service Research, 9(1): 38-58.
34. Crosby, L.A., Evans, K.R. and Cowles, D. 1990. Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(3): 68-81.
35. Crosby, L.A. and Johnson, S.L. 2001. Branding and your CRM strategy. Marketing Management, 10(2): 6-7.
36. Cunningham, R.M. 1956. Brand loyalty-What, where, how much?. Harvard Business Review, 34(1): 116-128.
37. Day, G.S. 1969. A two-dimensional concept of brand loyalty. Journal of Advertising Research, 9(3): 29-35.
38. Day, G.S., Deighton, J., Narayandas, D., Gummesson, E., Hunt, S.D.Prahalad, C.K. 2004. Invited commentaries on 'Evolving to a new dominant logic for marketing'. Journal of Marketing, 68(1): 18-27.
39. de Ruyter, K., Bloemer, J. and Peeters, P. 1997. Merging service quality and service satisfaction: An empirical test of an integrative model. Journal of Economic Psychology, 18(4): 387-406.
40. 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.
41. De Wulf, K., Odekerken-Schroder, G. and Iacobucci, D. 2001. Investments in consumer relationships: A cross-country and cross-industry exploration. Journal of Marketing, 65(4): 33-50.
42. Deming, W.E. 1986. Out of the crisis, Cambridge, MA: Massachusetts Institute of Technology.
43. Dick, A.S. and Basu, K. 1994. Customer loyalty: Toward an integrated conceptual framework. Academy of Marketing Science. Journal, 22(2): 99-113.
44. Doney, P.M. and Cannon, J.P. 1997. An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 61(2): 35-51.
45. Dowling, G.R. 1986. Managing your corporate images. Industrial Marketing Management, 15(2): 109-115.
46. Dowling, G.R. 1988. Measuring corporate images: A review of alternative approaches. Journal of Business Research, 17(1): 2734
47. Dwyer, F.R., Schurr, P.H. and Oh, S. 1987. Developing buyer-seller relationships. Journal of Marketing, 51(2): 11-27.
48. Falk, R.F. and Miller, N.B. 1992. A primer for soft modeling, Akron, OH: University of Akron Press.
49. Fitzgibbon, C. and White, L. 2005. The role of attitudinal loyalty in the development of customer relationship management strategy within service firms. Journal of Financial Services Marketing, 9(3): 214-230.
50. Fornell, C. 1992. A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1): 6-21.
51. Fornell, C. and Bookstein, F.L. 1982. Two structural equation models: LISREL and PLS applied to consumer exit-voice theory. Journal of Marketing Research, 19(4): 440-452.
52. Fornell, C. and Cha, J. 1994. "Partial least squares". In Advanced methods in marketing research, Edited by: Bagozzi, R.P. 52-78. Malden, MA: Blackwell.
53. Fornell, C. and Larcker, D.F. 1981. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1): 39-50.
54. Frank, R.E. 1962. Brand choice as a probability process. The Journal of Business, 35(1): 43-56.
55. Fullerton, G. 2003. When does commitment lead to loyalty?. Journal of Service Research, 5(4): 333-344.
56. Fyall, A., Callod, C. and Edwards, B. 2003. Relationship marketing: The challenge for destinations. Annals of Tourism Research, 30(3): 644-659.
57. Geisser, S. 1974. A predictive approach to the random effect model. Biometrika, 61(1): 101-107.
58. Goldberg, S.M. 1981. An empirical study of lifestyles correlates to brand loyalty behaviour. Advances in Consumer Research, 9: 456-460.
59. Gordon, M.E., McKeage, K. and Fox, M.A. 1998. Relationship marketing effectiveness: The role of involvement. Psychology and Marketing, 15(5): 443-459.
60. Gotsi, M. and Andriopoulos, C. 2007. Understanding the pitfalls in the corporate rebranding process. Corporate Communications, 12(4): 341-355.
61. Gotsi, M. and Wilson, A.M. 2001. Corporate reputation: seeking a definition. Corporate Communications, 6(1): 24-30.
62. Gounaris, S.P. 2005. Trust and commitment influences on customer retention: Insights from business-to-business services. Journal of Business Research, 58(2): 126-140.
63. Gray, E.R. and Balmer, J.M.T. 1998. Managing corporate image and corporate reputation. Long Range Planning, 31(5): 695-702.
64. Gremler, D.D. and Brown, S.W. 1996. "Service loyalty: Its nature, importance and implications". In Paper presented at the QUIS V: Advancing service quality: A Global Perspective. Proceedings of the American Marketing Association Chicago
65. Grönroos, C. 1982. Strategic management and marketing in the service sector, Helsingfors, Finland: Swedish School of Economics.
66. Grönroos, C. 1989. Defining marketing: A market-oriented approach. European Journal of Marketing, 23(1): 52-60.
67. Grönroos, C. 1990. Relationship approach to marketing in service contexts: The marketing and organizational behavior interface. Journal of Business Research, 20(1): 3-11.
68. Grönroos, C. 1994. From marketing mix to relationship marketing: Towards a paradigm shift in marketing. Australasian Marketing Journal, 2(1): 9-29.
69. Grönroos, C. 1995. Relationship marketing: The strategy continuum. Journal of the Academy of Marketing Science, 23(4): 252-254.
70. Grönroos, C. 2000. Service management and marketing: A customer relationship management approach, 2nd, Chichester, England: Wiley.
71. Gummesson, E. 1994. Making relationship marketing operational. International Journal of Service Industry Management, 5(5): 5-20.
72. Gustafsson, A., Johnson, M.D. and Roos, I. 2005. The effects of customer satisfaction, relationship commitment dimension, and triggers on customer retention. Journal of Marketing, 69(4): 210-218.
73. Ha, C.L. 1998. The theory of reasoned action applied to brand loyalty. The Journal of Product and Brand Management, 7(1): 51-61.
74. Hair, J.F. Jr., Andersen, R.E., Tatham, R.L. and Black, W.C. 1998. Multivariate data analysis, 5th, Englewoods Cliffs, NJ: Prentice Hall.
75. Hart, A.E. and Rosenberger, P.J. III. 2004. The effect of corporate image in the formation of customer loyalty: An Australian replication. Australasian Marketing Journal, 12(3): 88-96.
76. Hatton, M. 2004. Redefining the relationships-The future of travel agencies and the global agency contract in a changing distribution system. Journal of Vacation Marketing, 10(2): 101-108.
77. Hong, S.-C. and Goo, Y.J.J. 2004. A causal model of customer loyalty in professional service firms: An empirical study. International Journal of Management, 21(4): 531
78. Huang, H.-H. and Chiu, C.-K. 2006. Exploring customer satisfaction, trust and destination loyalty in tourism. Journal of American Academy of Business, Cambridge, 10(1): 156-159.
79. Hulland, J. 1999. Use of partial least squares (PLS) in strategic management research: A review of four recent studies. Strategic Management Journal, 20(2): 195-204.
80. Jacoby, J. 1971. A model of multi-brand loyalty. Journal of Advertising Research, 11(3): 25-31.
81. Jacoby, J. and Chestnut, R.W. 1978. Brand loyalty: Measurement and management, New York: Wiley.
82. Jacoby, J. and Kyner, D.B. 1973. Brand loyalty vs. repeat purchasing behavior. Journal of Marketing Research, 10(1): 1-9.
83. Johnson, M.D. and Gustafsson, A. 2000. Improving customer satisfaction, loyalty, and profit: An integrated measurement and management system, San Francisco: Jossey-Bass.
84. Johnson, M.D., Gustafsson, A., Andreassen, T.W., Lervik, L. and Cha, J. 2001. The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22(2): 217-245.
85. Jones, T.O. and Sasser, W.E. Jr. 1995. Why satisfied customers defect. Harvard Business Review, 73(6): 88-99.
86. Keller, K.L. 1993. Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing, 57(1): 1-22.
87. Konovsky, M.A. and Cropanzano, R. 1991. Perceived fairness of employee drug testing as a predictor of employee attitudes and job performance. Journal of Applied Psychology, 76(5): 698-707.
88. Koo, D.-M. 2003. Inter-relationships among store images, store satisfaction, and store loyalty among Korea discount retail patrons. Asia Pacific Journal of Marketing and Logistics, 15(4): 42-71.
89. Kumar, N., Scheer, L.K. and Steenkamp, J.-B.E.M. 1995. The effects of perceived interdependence on dealer attitudes. Journal of Marketing Research, 32(3): 348-356.
90. Lacey, R., Suh, J. and Morgan, R.M. 2007. Differential effects of preferential treatment levels on relational outcomes. Journal of Service Research, 9(3): 241-256.
91. Lawrence, R.J. 1969. Patterns of buyer behavior: Time for a new approach?. Journal of Marketing Research, 6(2): 137-144.
92. Lee, C.C. 2001. Predicting tourist attachment to destinations. Annals of Tourism Research, 28(1): 229-232.
93. Li, X. and Petrick, J.F. 2008. Tourism marketing in an era of paradigm shift. Journal of Travel Research, 46(3): 235-244.
94. Liang, C.-J. and Wang, W.-H. 2007. Customer relationship management of the information education services industry in Taiwan: Attributes, benefits and relationship. Service Industries Journal, 27(1): 29-46.
95. Lovelock, C.H. 1984. "Positioning the service organization in the marketplace". In Services marketing, Edited by: Lovelock, C.H. 133-139. Englewood Cliffs, NJ: Prentice-Hall.
96. Lutz, R.J. and Winn, P.R. Developing a Bayesian measure of brand loyalty: A preliminary report. Paper presented at the American Marketing Association. Chicago.
97. Martilla, J.A. and James, J.C. 1977. Importance-performance analysis. Journal of Marketing, 41(1): 77-79.
98. Mathieu, J.E. and Zajac, D.M. 1990. A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment. Psychological Bulletin, 108(2): 171-194.
99. Mazursky, D. and Jacoby, J. 1986. Exploring the development of store images. Journal of Retailing, 62(2): 145-165.
100. McAlexander, J.H., Kim, S.K. and Roberts, S.D. 2003. Loyalty: The influences of satisfaction and brand community integration. Journal of Marketing Theory and Practice, 11(4): 1-11.
101. McConnell, J.D. 1968. The development of brand loyalty: An experimental study. Journal of Marketing Research, 5(1): 13-19.
102. Mohr, L.B. 1982. Explaining organizational behavior, San Francisco: Jossey-Bass.
103. Moliner, M.A., Sánchez, J., Rodríguez, R.M. and Callarisa, L. 2007. Travel agency relationship quality. Annals of Tourism Research, 34(2): 537-540.
104. Morgan, R.M. and Hunt, S.D. 1994. The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3): 20-38.
105. Morgan, R.P. 1999. A consumer-oriented framework of brand equity and loyalty. Journal of the Market Research Society, 42(1): 65-78.
106. Moscardo, G., Pearce, P., Morrison, A., Green, D. and O'Leary, J.T. 2000. Developing a typology for understanding visiting friends and relatives markets. Journal of Travel Research, 38(3): 251-259.
107. Nguyen, N. and LeBlanc, G. 1998. The mediating role of corporate image on customers' retention decisions: An investigation in financial services. The International Journal of Bank Marketing, 16(2): 52-65.
108. Nunnally, J.C. 1967. Psychometric theory, New York: McGraw-Hill.
109. O'Cass, A. and Grace, D. 2003. An exploratory perspective of service brand associations. The Journal of Services Marketing, 17(4/5): 452-473.
110. Oh, H. 2001. Revisiting importance-performance analysis. Tourism Management, 22(6): 617-627.
111. Oliver, R.L. 1999. Whence consumer loyalty? [Special issue]. Journal of Marketing, 63: 33-44.
112. 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): 12-40.
113. Pedhazur, E.-J. 1982. Multiple regression in behavioral research: Explanation and prediction, 2nd, New York: Holt, Rinehart and Winston.
114. Peter, J.P. 1979. Reliability: A review of psychometric basics and recent marketing practices. Journal of Marketing Research, 16(1): 6-17.
115. Petrick, J.F. and Backman, S.J. 2002. An examination of the construct of perceived value for the prediction of golf travelers' intentions to revisit. Journal of Travel Research, 41(1): 38-45.
116. Porter, M.E. 2001. Strategy and the Internet. Harvard Business Review, 79(3): 63-78.
117. Reichheld, F.F. 1996. "The loyalty effect: The hidden force behind growth". In profits, and lasting value, Cambridge, MA: Harvard Business School Press.
118. Reichheld, F.F. and Sasser, W.E. Jr. 1990. Zero defections: Quality comes to services. Harvard Business Review, 68(5): 105-111.
119. Reid, I.S. and Crompton, J.L. 1993. A taxonomy of leisure purchase decision paradigms based on level of involvement. Journal of Leisure Research, 25(2): 182-202.
120. Reinartz, W.J. and Kumar, V. 2000. On the profitability of long-life customers in a noncontractual setting: An empirical investigation and implications for marketing. Journal of Marketing, 64(4): 17-35.
121. Ringle, C.M., Wende, S. and Will, A. 2005. SmartPLS (Version 2.0 beta), Hamburg, Germany: University of Hamburg.
122. Rundle-Thiele, S. 2005. Exploring loyal qualities: Assessing survey-based loyalty measures. The Journal of Services Marketing, 19(6/7): 492-500.
123. Ryan, C. and Huyton, J. 2002. Tourists and aboriginal people. Annals of Tourism Research, 29(3): 631-647.
124. Schultz, D.E. and Bailey, S. 2000. Customer/brand loyalty in an interactive marketplace. Journal of Advertising Research, 40(3): 41-52.
125. Schumacker, R.E. and Lomax, R.G. 2004. A beginner's guide to structural equation modeling, 2nd, Mahwah, NJ: Lawrence Erlbaum.
126. Selin, S.W., Howard, D.R., Udd, E. and Cable, T.T. 1988. An analysis of consumer loyalty to municipal recreation programs. Leisure Sciences, 10(3): 217-223.
127. Selnes, F. 1993. An examination of the effect of product performance on brand reputation, satisfaction and loyalty. European Journal of Marketing, 27(9): 19-35.
128. Sheth, J.N. and Parvatiyar, A. 1995. Relationship marketing in consumer markets: Antecedents and consequences. Journal of the Academy of Marketing Science, 23(4): 255-271.
129. Siguaw, J.A., Mattila, A. and Austin, J.R. 1999. The brand-personality scale. Cornell Hotel and Restaurant Administration Quarterly, 40(3): 48-55.
130. Skogland, I. and Siguaw, J.A. 2004. Are your satisfied customers loyal?. Cornell Hotel and Restaurant Administration Quarterly, 45(3): 221-234.
131. Smith, A.D. 2004. Information exchanges associated with Internet travel marketplaces. Online Information Review, 28(4): 292-300.
132. Smith, R.E. and Wright, W.F. 2004. Determinants of customer loyalty and financial performance. Journal of Management Accounting Research, 16: 183-205.
133. Statistics New Zealand (2003, May 30). Wellington Region Community Profile http://www2.stats.govt.nz/domino/external/web/commprofiles.nsf/printing/CFB22015B114BDDFCC256D31007AD5EE (http://www2.stats.govt.nz/domino/external/web/commprofiles.nsf/printing/CFB22015B114BDDFCC256D31007AD5EE) (Accessed: 12 May 2007).
134. Statistics New Zealand (2004, September 21, 2006). Overseas trips by New Zealanders: Table 3.04 New Zealand resident departures ranked by country of main destination http://www.stats.govt.nz/tables/tables-tourism-2004.htm (http://www.stats.govt.nz/tables/tables-tourism-2004.htm) (Accessed: 5 September 2005).
135. Stewart, T.A. 1997. A satisfied customer isn't enough. Fortune, 136(2): 112-113.
136. Stone, M. 1974. Cross-validatory choice and assessment of statistical predictions. Journal of the Royal Statistical Society. Series B (Methodological), 36(2): 111-147.
137. Tellefsena, T. and Thomas, G.P. 2005. The antecedents and consequences of organizational and personal commitment in business service relationships. Industrial Marketing Management, 34(1): 23-37.
138. Tobias, R.D. (1995). An introduction to partial least squares regression. SUGI 20: Proceedings, 1-8. http://support.sas.com/techsup/technote/ts509.pdf (http://support.sas.com/techsup/technote/ts509.pdf) (Accessed: 16 February 2007).
139. Tompson, R., Barclay, D.W. and Higgins, C.A. 1995. The partial least squares approach to causal modeling: Personal computer adoption and uses as an illustration. Technology Studies: Special Issue on Research Methodology, 2(2): 284-324.
140. Traylor, M.B. 1984. Ego involvement and brand commitment: Not necessarily the same. Journal of Consumer Marketing, 1(2): 75-79.
141. Tse, D.K. and Wilton, P.C. 1988. Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 25(2): 204-212.
142. Tucker, W.T. 1964. The development of brand loyalty. Journal of Marketing Research, 1(3): 32-35.
143. Vargo, S.L. and Lusch, R. 2004. Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1): 1-17.
144. Warrington, P. and Shim, S. 2000. An empirical investigation of the relationship between product involvement and brand commitment. Psychology and Marketing, 17(9): 761-782.
145. Zaichkowsky, J.L. 1986. Conceptualizing involvement. Journal of Advertising, 15(2): 4-14.
146. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. 1996. The behavioral consequences of service quality. Journal of Marketing, 60(2): 31-46.
147. Zhou, Z. 2004. E-commerce and information technology in hospitality and tourism, New York: Clifton Park.
148. Zimmer, M.R. and Golden, L.L. 1988. Impressions of retail stores: A content analysis of consumer images. Journal of Retailing, 64(3): 265-293.
149. Zins, A.H. 2001. Relative attitudes and commitment in customer loyalty models: Some experiences in the commercial airline industry. International Journal of Service Industry Management, 12(3/4): 269-294.