Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

Tourism Management

Volumn 33, Issue 6, 2012, Pages 1309-1320

  Forgas Coll, Santiago ^a   Palau Saumell, Ramon ^b   Sánchez García, Javier ^c   Callarisa Fiol, Luís J ^c  

^a UNIVERSITY OF BARCELONA   (Spain)

^b UNIVERSITY OF GIRONA   (Spain)

^c UNIVERSITAT JAUME I   (Spain)

Author keywords

Affective loyalty; Barcelona; Conative loyalty; Cross national; Perceived value; Satisfaction; Urban destination

Indexed keywords

EMPIRICAL ANALYSIS; MODELING; THEORETICAL STUDY; TOURISM MANAGEMENT; TOURIST DESTINATION; URBAN AREA;

BARCELONA [BARCELONA (PRV)]; BARCELONA [CATALONIA]; CATALONIA; SPAIN;

EID: 84863206421     PISSN: None     EISSN: 02615177     Source Type: Journal    
DOI: 10.1016/j.tourman.2011.12.013     Document Type: Article

References (167)

1. Aaker D.A. Managing brand equity: Capitalizing on the value of a brand name 1991, The Free Press, New York.
2. Alegre J., Juneda C. Destination loyalty. Consumer's economic behaviour. Annals of Tourism Research 2006, 33(3):684-706.
3. Anderson E.W., Fornell C., Lehmann D.R. Customer satisfaction, market share and profitability: findings from Sweden. Journal of Marketing 1994, 58(3):53-66.
4. Andreassen T.W. From disgust to delight: do customers hold a grunge?. Journal of Service Research 2001, 4(1):39-49.
5. Arnett J.J. The psychology of globalization. American Psychologist 2002, 57(10):774-783.
6. Ashworth G.J. Urban tourism: still an imbalance in attention?. Classic reviews in tourism 2003, 143-163. Channel View, Clevedon. C. Cooper (Ed.).
7. Ashworth G.J., Page S.J. Urban tourism research: recent progress and current paradoxes. Tourism Management 2011, 32(1):1-15.
8. Bagozzi R.P. Causal models in marketing 1980, Wiley, New York.
9. Bagozzi R.P., Edwards J.R. A general approach for representing constructs in organizational research. Organizational Research Methods 1998, 1:45-87.
10. Bagozzi R.P., Yi T. On the evaluation of structural equation models. Journal of the Academy of Marketing Science 1988, 16(1):74-94.
11. Baldinger A.L., Rubinson J. Brand loyalty: the link between attitude and behaviour. Journal of Advertising Research 1996, 36(6):22-34.
12. Balibrea M.P. Urbanism, culture and the post-industrial city: challenging the " Barcelona model". Journal of Spanish Cultural Studies 2001, 2(2):187-210.
13. Bandalos D.L., Finney S.J. Item parceling issues in structural equation modelling. Advanced structural equation modeling: New developments and techniques 2001, 269-296. Lawrence Erlbaum Associates, Mahwah, NJ. G.A. Marcoulides, R.E. Schumacker (Eds.).
14. Barcelona Tourism Barcelona tourism statistics 2008 2009, Retrieved January 16, 2011, from, (in Catalan). http://professional.barcelonaturisme.com/imgfiles/estad/Est2008a.pdf.
15. Beerli A., Martin J.D. Tourists' characteristics and the perceived image of tourist destinations: a quantitative analysis - a case study of Lanzarote, Spain. Tourism Management 2004, 25(5):623-636.
16. Bennett R., Rundle-Thiele S. Customer satisfaction should not be the only goal. Journal of Services Marketing 2004, 18(7):514-523.
17. Bentler P.M. EQS structural equations program manual 1995, Multivariate Software Inc, Encino, CA.
18. Berry L.L., Seiders K., Grewal D. Understanding service convenience. Journal of Marketing 2002, 66(3):1-17.
19. Bhaskaran S., Gligorovska E. Influence of national culture on trans-national alliance relationships. Cross Cultural Management: An International Journal 2009, 16(1):44-61.
20. Blodgett J.G., Bakir A., Rose G.M. A test of the validity of Hofstede's cultural framework. Journal of Consumer Marketing 2008, 25(6):339-349.
21. Bloemer J., Oderkerken-Schröeder G. Store satisfaction and store loyalty explained by customer- and store-related factors. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour 2002, 15:68-80.
22. Bou-Llusar J.C., Escrig A.B., Roca V., Beltrán I. An empirical assessment of the EFQM excellence model: evaluation as a TQM framework relative to the MBNQA model. Journal of Operations Management 2009, 27(1):1-22.
23. Boulding W., Ajay K., Staelin R., Zeithaml V.A. A dynamic process model of service quality: from expectations to behavioural intentions. Journal of Marketing Research 1993, 30(1):7-27.
24. Bowen J.T., Chen S.L. The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management 2001, 13(5):213-217.
25. Briley D.A., Wyer R.S. Transitory determinants of values and decisions: the utility (or non-utility) of individualism-collectivism in understanding cultural differences. Social Cognition 2001, 19(3):198-229.
26. Brislin R.W. Back-translation for cross-cultural research. Journal of Cross-Cultural Psychology 1970, 1(3):185-216.
27. Brown G.H. Brand loyalty - fact or fiction?. Advertising Age 1952, 23(9):53-55.
28. Bruner T.A., Stöcklin M., Opwis K. Satisfaction, image and loyalty: new versus experienced customers. European Journal of Marketing 2008, 42(9/10):1095-1105.
29. Buttle F., Burton J. Does service failure influence customer loyalty. Journal of Consumer Behaviour 2002, 1(3):217-227.
30. Byrne B.M. Structural equation modelling with EQS: Basic concepts, applications and programming 2006, Lawrence Erlbaum Associates, Inc, Mahwah, NJ. 2nd ed.
31. Calantone R.J., Zhao Y.S. Joint ventures in China: a comparative study of Japanese, Korean, and U.S. partners. Journal of International Marketing 2001, 9(1):1-23.
32. Chen C.-F., Chen F.-S. Experience quality, perceived value, satisfaction and behavioural intentions for heritage tourists. Tourism Management 2010, 31(1):29-35.
33. Chen J.S., Gursoy D. Cross-cultural comparison of the information sources used by first-time and repeat travelers and its marketing implications. International Journal of Hospitality Management 2000, 19(2):191-203.
34. Chen C.F., Tsai D.C. How destination image and evaluative factors affect behavioural intentions?. Tourism Management 2007, 28(4):1115-1122.
35. Chi C., Qu H. Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: an integrated approach. Tourism Management 2008, 29(4):624-636.
36. Chung N., Kwon S.J. Effect of trust level on mobile banking satisfaction: a multi-group analysis of information system success instruments. Behaviour & Information Technology 2009, 28(6):549-562.
37. Cornwell B.T., Drenan J. Cross-cultural consumer/consumption research: dealing with sigues emerging from globalization and fragmentation. Journal of Macromarketing 2004, 24(2):108-121.
38. Cronin J.J., Brady M.K., Hult G.T.M. Assessing the effects of quality, value and customer satisfaction on consumer behavioural intentions in service environments. Journal of Retailing 2000, 76(2):193-218.
39. Crotts J.C., Erdmann R. Does national cultural influence consumers' evaluation of travel services? A test of Hofstede's model of cross-cultural differences. Managing Services Quality 2000, 10(6):410-419.
40. Crotts J.C., Litvin S.W. Cross-cultural research: are researchers better served by knowing respondents' country of birth, residence, or citizenship?. Journal of Travel Research 2003, 42(2):186-190.
41. Cunningham L.F., Young C.E., Lee M., Ulaga W. Customer perceptions of service dimensions: cross-cultural analysis and perspective. International Marketing Review 2006, 23(2):192-210.
42. De Mooij M.K., Hofstede G. Convergence and divergence in consumer behaviour: implications for international retailing. Journal of Retailing 2002, 78(1):61-69.
43. De Ruyter J.K., Wetzels M., Bloemer J. On the relationship between perceived service quality, service loyalty and switching costs. International Journal of Service Industry Management 1998, 9(5):436-453.
44. De Ruyter J.K., Wetzels M., Lemmink J., Mattson J. The dynamics of the service delivery process: a value-based approach. International Journal of Research in Marketing 1997, 14(3):231-243.
45. Dick A., Basu K. Customer loyalty: toward an integrated conceptual framework. Journal of the Academy of Marketing Science 1994, 22(2):99-113.
46. Dodds W.B., Monroe K.B., Grewal D. Effects of price, brand and store information on buyers' product evaluations. Journal of Marketing Research 1991, 28(3):307-319.
47. Drogendijk R., Slangen A. Hofstede, Schwartz, or managerial perceptions? The effects of different cultural distance measures on establishment mode choices by multinational enterprises. International Business Review 2006, 15(4):361-380.
48. Duman T., Mattila A.S. The role of affective factors on perceived cruise vacation value. Tourism Management 2005, 26(3):311-323.
49. Durvasula S., Lysonski S., Mehta S.C., Peng B. Forging relationships with services: the antecedents that have an impact on behavioural outcomes in the life insurance industry. Journal of Financial Services Marketing 2004, 8(4):314-326.
50. Edwards D., Griffin T., Hayllar B. Urban tourism research: developing an agenda. Annals of Tourism Research 2008, 35(4):1032-1052.
51. Fang T. A critique of Hofstede's fifth national culture dimension. International Journal of Cross Cultural Management 2003, 3(3):347-368.
52. Forgas S., Moliner M.A., Sánchez J., Palau R. Antecedents of airline passenger loyalty: low-cost versus traditional airlines. Journal of Air Transport Management 2010, 16(4):229-233.
53. Forgas S., Moliner M.A., Sánchez J., Palau R. La formación de la lealtad de un cliente de una compañía aérea: Diferencias entre aerolíneas tradicionales y de bajo coste. Cuadernos de Economía y Dirección de la Empresa 2011, 14(3):162-172.
54. Fornell C., Larcker D.F. Evaluating structural equations models with unobservable variables and measurement error. Journal of Marketing Research 1981, 18(1):39-50.
55. Fyall A., Callod Ch., Edwards B. Relationship marketing. The challenge for destinations. Annals of Tourism Research 2003, 30(3):644-659.
56. Gómez M.I., McLaughlin E.W., Wittink D.R. Customer satisfaction and retail sales performance: an empirical investigation. Journal of Retailing 2004, 80(4):265-278.
57. Gallarza M., Gil I. Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students' travel behaviour. Tourism Management 2006, 27(3):437-452.
58. Garcia R., Kandemir D. An illustration of modeling moderating variables in cross-national studies. International Marketing Review 2006, 23(4):371-389.
59. Geissler G.L., Rucks C.T., Edison E.W. Understanding the role of service convenience in art museum marketing: an exploratory study. Journal of Hospitality & Leisure Marketing 2006, 14(4):69-87.
60. Gould S.J., Grein A.F. Think glocally, act glocally: a culture-centric comment in Leung, Bhagat, Buchan, Erez & Gibson (2005). Journal of International Business Studies 2009, 40(2):237-254.
61. Granzin K.L., Painter J.J. Motivational influences on 'buy domestic' purchasing: marketing management implications from a study of two nations. Journal of International Marketing 2001, 9(2):73-94.
62. Gursoy D., Chen J.S. Competitive analysis of cross-cultural information search behaviour. Tourism Management 2000, 21(6):583-590.
63. Gursoy D., Umbreit W.T. Tourist information search behaviour: cross-cultural comparison of European Union member states. International Journal of Hospitality Management 2004, 23(1):55-70.
64. Ha J., Jang S. Perceived value, satisfaction, and behavioural intentions: the role of familiarity in Korean restaurants. International Journal of Hospitality Management 2010, 29(1):2-13.
65. Hair J.F., Black W.C., Babin J.B., Anderson R.E., Tatham R.L. Multivariate data analysis 2006, Pearson Education Inc, Upper Saddle River, N.J. 6th ed.
66. Havlena W.J., Holbrook M.B. The varieties of consumption experience: comparing two typologies of emotion in consumer behaviour. Journal of Consumer Research 1986, 13(3):394-404.
67. Hofstede G. Culture's consequences: International differences in world-related values 1980, Sage, Beverly Hills.
68. Hofstede G. Culture's consequences: Comparing values, behaviors, institutions and organizations across nations 2001, Sage, London.
69. Hofstede G. Cultural dimensions 2011, Retrieved October 25, 2011, from. http://www.Geert-hofstede.com/hofstede_dimensions.php.
70. Hofstede G., Hofstede G.J. Culture and organizations: Software of the mind 2005, McGraw Hill, New York. 2nd ed.
71. Hui T.K., Wan D., Ho A. Tourists' satisfaction, recommendation and revisiting Singapore. Tourism Management 2007, 28(4):965-975.
72. Hwang Y.H., Gretzel U., Fesenmaier D.R. Multicity trip patterns. Tourist to the United States. Annals of Tourism Research 2006, 33(4):1057-1078.
73. Idescat Establiments hotelers. Viatgers per marques turístiques i categories 2010, Statistical Institut of Catalonia, Retrieved January 15, 2011, from, (in Catalan). http://www.idescat.cat/economia/inec%3ftc=3andid=5410andlang=en.
74. Inglehart R., Baker W.E. Modernization, cultural change, and the persistence of traditional values. American Sociological Review 2000, 65(1):19-51.
75. Iverson T.J. Decision timing: a comparison of Korean and Japanese travellers. International Journal of Hospitality Management 1997, 16(2):209-219.
76. Jöreskog K.G., Sörbom D. LISREL 8: User's reference guide 1996, Scientific Software, Chicago.
77. Jacoby J., Chestnut R.W. Brand loyalty: Measurement and management 1978, Wiley, New York.
78. Jin B., Park J., Kim J. Cross cultural examination of the relationships among firm reputation, e-satisfaction, e-trust, and e-loyalty. International Marketing Review 2008, 25(3):324-337.
79. Johnson M.D., Fornell C. A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology 1991, 12(2):267-286.
80. Kacen J.J., Lee J.A. The influence of culture on consumer impulsive buying behaviour. Journal of Consumer Psychology 2002, 12(2):163-176.
81. Keillor B.D., Hult G.T.M., Kandemir D. A study of the service encounter in eight countries. Journal of International Marketing 2004, 12(1):9-35.
82. Keller K.L. Strategic brand management: Building, measuring, and managing brand equity 1998, Prentice Hall, New York.
83. Kim S.S., Prideaux B. A cross-cultural study of airline passengers. Annals of Tourism Research 2003, 30(2):489-492.
84. Kirkman B.L., Lowe K.B., Gibson C.B. A quarter century of culture's consequences: a review of empirical research incorporating Hofstede's cultural values framework. Journal of International Business Studies 2006, 37(3):285-320.
85. Ko E., Kim E., Taylor Ch.R., Kim K.H., Kang I.J. Cross-national market segmentation in the fashion industry. A study of European, Korean, and US consumers. International Marketing Review 2007, 24(5):629-651.
86. Kolman L., Noorderhaven N.G., Hofstede G., Dienes E. Cross-cultural differences in central Europe. Journal of Managerial Psychology 2003, 18(1):76-88.
87. Kozak M. Comparative assessment of tourist satisfaction with destinations across two nationalities. Tourism Management 2001, 22(4):391-401.
88. Kozak M. Comparative analysis of tourist motivations by nationality and destinations. Tourism Management 2002, 23(3):221-232.
89. Landis R.S., Beal D.J., Tesluk P.E. A comparison approaches to forming composite measures in structural equation models. Organizational Research Methods 2000, 3(2):186-207.
90. Law C.M. Introduction. Tourism in major cities 1996, 1-22. International Thomson Business Press, London. C.M. Law (Ed.).
91. Lee J., Graefe A.R., Burns R.C. Examining the antecedents of destination loyalty in a forest setting. Leisure Sciences 2007, 29(5):463-481.
92. Lee G., Lee Ch Cross-cultural comparison of the image of Guam perceived by Korean and Japanese leisure travelers: importance-performance analysis. Tourism Management 2009, 30(6):922-931.
93. Lee C.K., Yoon S., Lee S.-K. Investigating the relationships among perceived value, satisfaction, and recommendations: the case of the Korean DMZ. Tourism Management 2007, 28(1):204-214.
94. Leung K., Bhagat R.S., Buchan N.R., Erez M., Gibson C.B. Culture and international business: recent advances and their implications for future research. Journal of International Business Studies 2005, 36(4):357-378.
95. Lin Ch.-H., Sher P.J., Shih H.-Y. Past progress and future directions in conceptualizing customer perceived value. International Journal of Service Industry Management 2005, 16(4):318-336.
96. Little T.D., Cunningham W.A., Shahar G., Widaman K.F. To parcel or not to parcel: exploring the question, weighting the merits. Structural Equation Modeling: A Multidisciplinary Journal 2002, 9(2):151-173.
97. Liu B.S.-C., Furrer O., Sudharshan D. The relationship between culture and behavioural intention toward services. Journal of Service Research 2001, 4(2):118-129.
98. Martín-Ruiz D., Castellanos-Verdugo M., Oviedo-García M.A. A visitors' evaluation index for a visit to an archeological site. Tourism Management 2010, 31(5):590-596.
99. Mattila A. The role of culture in the service evaluation process. Journal of Service Research 1999, 1(3):250-261.
100. Mattila A. The impact of service failures on customer loyalty. The moderating role of affective commitment. International Journal of Service Industry Management 2004, 15(2):134-149.
101. McCallum R.C., Widaman K.F., Zhang S., Hong S. Sample size in factor analysis. Psychological Methods 1999, 4(1):84-99.
102. McCleary W.K., Choi M.B., Weber P. A comparison of hotel selection criteria between US and Korean business travellers. Journal of Hospitality and Tourism Research 1998, 22(1):25-38.
103. McCullough M.A., Berry L.L., Yadav M.S. An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research 2000, 3(2):121-137.
104. McDougall G.H.G., Levesque T. Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing 2000, 14(5):392-410.
105. McSweeney B. Hofstede's model of national cultural differences and their consequences: a triumph of faith-a failure of analysis. Human Relations 2002, 55(1):89-118.
106. Mok C., Amstrong W.R. Expectations for hotel service quality: do they differ from culture to culture?. Journal of Vacation Marketing 1998, 4(4):381-391.
107. Moliner M.A., Sánchez J., Rodríguez R.M., Callarisa L. Perceived relationship quality and post-purchase perceived value: an integrative framework. European Journal of Marketing 2007, 41(11/12):1392-1422.
108. Myers M., Tan F.B. Beyond models of national culture in information systems research. Advanced topics in global information management 2003, 14-29. Idea Group, London. F. Tan (Ed.).
109. Nicolau J.L. Monetary and non-monetary efforts for leisure activities. Annals of Tourism Research 2011, 38(3):801-819.
110. Oh H. Service quality, customer satisfaction and customer value: an holistic perspective. International Journal of Hospitality Marketing 1999, 18(1):67-82.
111. Oh H. Price fairness and its asymmetric effects on overall price, quality and value judgements: the case of an upscale hotel. Tourism Management 2003, 24(4):387-399.
112. Oliver R.L. A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research 1980, 17(4):460-469.
113. Oliver R.L. Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing 1981, 57(3):25-48.
114. Oliver R.L. Satisfaction: A behavioural perspective on the consumer 1997, Irwin/McGraw-Hill, New York.
115. Oliver R.L. Whence consumer loyalty?. Journal of Marketing 1999, 63(4):33-45.
116. Olsen S.O., Wilcox J., Olsson U. Consequences of ambivalence on satisfaction and loyalty. Psychology & Marketing 2005, 22(3):247-269.
117. Oppermann M. Tourist destination loyalty. Journal of Travel Research 2000, 39(1):78-84.
118. Page S., Hall M. Managing urban tourism 2003, Prentice Hall, London.
119. Parasuraman A., Grewal D. The impact of technology on the quality-value-loyalty chain: a research agenda. Journal of the Academy of Marketing Science 2000, 28(1):168-174.
120. Patterson P.G., Spreng R.A. Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business service context: an empirical examination. International Journal of Service Industry Management 1997, 8(5):415-422.
121. Pearce D.G. An integrative framework for urban tourism research. Annals of Tourism Research 2001, 28(4):926-946.
122. Pearce P.L., Kang M.H. The effects of prior and recent experience on continuing interest in tourism settings. Annals of Tourism Research 2009, 36(2):172-190.
123. Peterson R.A. Relationship marketing and the consumer. Journal of the Academy of Marketing Science 1995, 23(4):278-281.
124. Petrick J.F. Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research 2002, 34(2):119-134.
125. Petrick J.F. The roles of quality, value, and satisfaction in predicting cruise passengers' behavioural intentions. Journal of Travel Research 2004, 42(4):397-407.
126. Prayag G., Rayan Ch Antecedents of tourist's loyalty to Mauritius: the role and influence of detination image, place attachment, personal involvement, and satisfaction. Journal of Travel Research 2011, 1-16. 10.1177/0047287511410321.
127. Ravald A., Grönroos C. The value concept and relationship marketing. European Journal of Marketing 1996, 30(2):19-30.
128. Reimann U.F., Lünemann U.F., Chase R.B. Uncertainty avoidance as a moderator of the relationship between perceived sacrifice quality and customer satisfaction. Journal of Service Research 2008, 11:63-73.
129. Reisinger Y., Crotts J.C. Applying Hofstede's national culture measures in tourism research: illuminating issues of divergence and convergence. Journal of Travel Research 2010, 49(2):153-164.
130. Rogerson C.M. Urban tourism in the developing world: the case of Johannesburg. Development Southern Africa 2002, 19(1):169-190.
131. Sánchez J., Callarisa L., Rodríguez R.M., Moliner M.A. Perceived value of the purchase of a tourism product. Tourism Management 2006, 27(6):394-409.
132. Sánchez J., Moliner M.A., Callarisa L., Rodríguez R.M. Relationship quality of an establishment and perceived value of a purchase. The Service Industries Journal 2007, 27(2):151-174.
133. Sakakida Y., Cole S.T., Card J.A. A cross-cultural study of college students' travel preferences: a value-oriented perspective. Journal of Travel and Tourism Marketing 2004, 16(1):33-39.
134. Satorra, A. (2011). Advanced aspects in SEM. In: 10th workshop on quantitative research techniques, 15-16 June 2011, Castelló de la Plana, Spain.
135. Schwartz S.H. Beyond individualism/collectivism: new cultural dimensions of values. Individualism and collectivism: Theory, method and applications 1994, 85-119. Sage, London. U. Kim, H. Triandis, C. Kagisibasi, S.C. Choi, G. Yoon (Eds.).
136. Seiders K., Voss G.B., Godfrey A.L., Grewal D. Servcon: development and validation of a multidimensional service convenient scale. Journal of the Academy of Marketing Science 2007, 35(1):144-156.
137. Sheth J.N., Newman B.I., Gross L.G. Why we buy what we buy: a theory of consumption values. Journal of Business Research 1991, 22(2):159-170.
138. Singh J., Sirdeshmukh D. Agency and trust mechanisms in consumer satisfaction and loyalty judgements. Journal of the Academy of Marketing Science 2000, 28(1):150-167.
139. Sinha I., DeSarbo W.S. An integrated approach toward the spatial modeling of perceived customer value. Journal of Marketing Research 1998, 35(2):236-249.
140. Sirdeshmukh D., Singh J., Sabol B. Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing 2002, 66(1):15-37.
141. Soares A.M., Farhangmehr M., Shoham A. Hofstede's dimensions of culture in international marketing studies. Journal of Business Research 2007, 60(3):277-284.
142. Spreng R.A., Chiou J.-S. A cross-cultural assessment of the satisfaction formation process. European Journal of Marketing 2002, 36(7/8):829-839.
143. Spreng R.A., Dixon A.L., Olshavsky R.W. The impact of perceived value on consumer satisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour 1993, 6:50-55.
144. Steenkamp J.-B.E.M. The role of national culture in international research. International Marketing Review 2001, 18(1):30-44.
145. Suiden N., Diagne M. Canadian men's consumption of cosmetics: a comparison of their attitudes and motivations. Journal of Consumer Marketing 2009, 26(2):97-109.
146. Sweeney J.C., Soutar G.N. Consumer perceived value: the development of a multiple item scale. Journal of Retailing 2001, 77(2):203-220.
147. Szymanski D.M., Henard D.H. Customer satisfaction: a meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science 2001, 29(1):16-35.
148. Tipton F.B. Modeling national identities and cultural change: the Western European, Japanese, and United States experiences compared. International Journal of Cross Cultural Management 2009, 9(2):145-168.
149. Todd J. Introduction. Nationalism and Ethnic Politics 2006, 12(3):315-321.
150. Tse D., Wilton P. Models of consumer satisfaction formation: an extension. Journal of Marketing Research 1988, 25(3):204-212.
151. Usunier J.C., Lee J.A. Marketing across cultures 2005, Prentice-Hall, Harlow. 4th ed.
152. Van Birgelen M., De Ruyter K., De Jong A., Wetzels M. Customer evaluations of after sales service context modes: an empirical analysis of national culture's consequences. International Journal of Research in Marketing 2002, 19(1):43-64.
153. Wang Y., Sun S. Examining the role of beliefs and attitudes in online advertising. A comparison between the USA and Romania. International Marketing Review 2010, 27(1):87-107.
154. Weber J.M., Villebonne J.C. Differences in purchase behaviour between France and the USA: the cosmetic industry. Journal of Fashion Marketing and Management 2002, 6(4):396-407.
155. Williams P., Soutar G.N. Value, satisfaction and behavioural intention in an adventure tourism context. Annals of Tourism Research 2009, 36(3):413-438.
156. Wong N.Y. The role of culture in the perception of service recovery. Journal of Business Research 2004, 57(9):957-963.
157. Woodall T. Conceptualising value for the customer: an attributional, structural and dispositional analysis. Academy of Marketing Science Review 2003, 7(12):1-42.
158. Woodruff R.B. Customer value: the next source of competitive advantage. Journal of the Academy of Marketing Science 1997, 25(2):139-153.
159. Wu X., Zhou H., Wu D. Commitment, satisfaction, and customer loyalty: a theoretical explanation of the satisfaction trap. The Service Industries Journal 2011, 32(8):1-16.
160. Yoon Y., Uysal M. An examination of the effects of motivation and satisfaction on destination loyalty: a structural model. Tourism Management 2005, 26(1):45-56.
161. You Y.T., Dean A. The contribution of emotional satisfaction to customer loyalty. International Journal of Service Industry Management 2001, 12(3):234-250.
162. You B., Donthu N. Testing cross-cultural invariance of the brand equity creation process. Journal of Product & Brand Management 2002, 11(6):380-398.
163. You X., O'Leary J., Morrison A., Hong G. A cross-cultural comparison of travel push and pull factors: United Kingdom versus Japan. International Journal of Hospitality and Tourism Administration 2000, 1(2):1-26.
164. Yuksel A., Kilinc U.K., Yuksel F. Cross-national analysis of hotel customers' attitudes toward complaining and their complaining behaviours. Tourism Management 2006, 27(1):11-24.
165. Yuksel A., Yuksel F., Blim Y. Destination attachment: effects on customer satisfaction and cognitive, affective and conative loyalty. Tourism Management 2010, 31(2):274-284.
166. Zabkar V., Brencic M.M., Dmitrovic T. Modelling perceived quality, visitor satisfaction and behavioural intentions at the destination level. Tourism Management 2010, 31(4):537-546.
167. Zeithaml V.A. Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence. Journal of Marketing 1988, 52(3):2-22.