메뉴 건너뛰기




Volumn 4, Issue 3-4, 2008, Pages 336-364

Tourist satisfaction, Perceived service value, and repurchase intentions: The case of hong kong’s airline, Hotel, and restaurant services

Author keywords

Hong Kong's airline; Hotel; Repurchase intentions; Restaurant services; Service value; Tourist satisfaction

Indexed keywords


EID: 84863365926     PISSN: 19388160     EISSN: 19388179     Source Type: Journal    
DOI: 10.1080/19388160802505770     Document Type: Article
Times cited : (9)

References (56)
  • 1
    • 33746796961 scopus 로고
    • An empirical assessment of the SERVQUAL scale
    • Babakus, E., and Boller, G. W., 1992. An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3):253–268.
    • (1992) Journal of Business Research , vol.24 , Issue.3 , pp. 253-268
    • Babakus, E.1    Boller, G.W.2
  • 2
    • 0034054640 scopus 로고    scopus 로고
    • Quality, satisfaction, and behavioral intentions
    • Baker, D. A., and Crompton, J. L., 2000. Quality, satisfaction, and behavioral intentions. Annals of Tourism Research, 27(3):785–804.
    • (2000) Annals of Tourism Research , vol.27 , Issue.3 , pp. 785-804
    • Baker, D.A.1    Crompton, J.L.2
  • 3
    • 22544479405 scopus 로고    scopus 로고
    • Association meeting planners' perceived performance of Las Vegas: An importance-performance analysis
    • Baloglu, S., and Love, C., 2003. Association meeting planners' perceived performance of Las Vegas:An importance-performance analysis. Journal of Convention & Exhibition Management, 5(1):13–27.
    • (2003) Journal of Convention & Exhibition Management , vol.5 , Issue.1 , pp. 13-27
    • Baloglu, S.1    Love, C.2
  • 4
    • 0000429475 scopus 로고
    • A multistage model of customer assessment of service quality and value
    • Bolton, R., and Drew, J., 1991. A multistage model of customer assessment of service quality and value. Journal of Consumer Research, 17(4):375–384.
    • (1991) Journal of Consumer Research , vol.17 , Issue.4 , pp. 375-384
    • Bolton, R.1    Drew, J.2
  • 5
    • 27544444561 scopus 로고
    • Improving the measurement of service quality
    • Brown, T. J., Churchill, G. A., and Peter, J. P., 1993. Improving the measurement of service quality. Journal of Retailing, 66(1):127–139.
    • (1993) Journal of Retailing , vol.66 , Issue.1 , pp. 127-139
    • Brown, T.J.1    Churchill, G.A.2    Peter, J.P.3
  • 6
    • 0002596497 scopus 로고
    • Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions
    • Carman, J. M., 1990. Consumer perceptions of service quality:An assessment of the SERVQUAL dimensions. Journal of Retailing, 6(1):33–55.
    • (1990) Journal of Retailing , vol.6 , Issue.1 , pp. 33-55
    • Carman, J.M.1
  • 7
    • 40949141001 scopus 로고    scopus 로고
    • Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan
    • Chen, C., 2008. Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers:Evidence from Taiwan. Transportation Research Part A, 42:709–717.
    • (2008) Transportation Research Part A , vol.42 , pp. 709-717
    • Chen, C.1
  • 8
    • 52249114071 scopus 로고    scopus 로고
    • Perceived value, satisfaction, and loyalty of TV travel product shopping: Involvement as a moderator
    • Chen, C., and Tsai, M., 2008. Perceived value, satisfaction, and loyalty of TV travel product shopping:Involvement as a moderator. Tourism Management, 29(6):1166–1171.
    • (2008) Tourism Management , vol.29 , Issue.6 , pp. 1166-1171
    • Chen, C.1    Tsai, M.2
  • 9
    • 41549163845 scopus 로고    scopus 로고
    • Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach
    • Chi, C.-G.-Q., and Qu, H., 2008. Examining the structural relationships of destination image, tourist satisfaction and destination loyalty:An integrated approach. Tourism Management, 29(4):624–636.
    • (2008) Tourism Management , vol.29 , Issue.4 , pp. 624-636
    • Chi, C.-.G.-.Q.1    Qu, H.2
  • 10
  • 11
    • 0002381637 scopus 로고
    • Measuring service quality: A reexamination and extension
    • Cronin, J., Jr. and Taylor, S. A., 1992. Measuring service quality:A reexamination and extension. Journal of Marketing, 56(3):55–68.
    • (1992) Journal of Marketing , vol.56 , Issue.3 , pp. 55-68
    • Cronin, J.1    Taylor, S.A.2
  • 12
    • 0038617652 scopus 로고    scopus 로고
    • Destination competitiveness: Determinants and indicators
    • Dwyer, L., and Kim, C., 2003. Destination competitiveness:Determinants and indicators. Current Issues in Tourism, 6(5):369–414.
    • (2003) Current Issues in Tourism , vol.6 , Issue.5 , pp. 369-414
    • Dwyer, L.1    Kim, C.2
  • 13
    • 17344367098 scopus 로고    scopus 로고
    • Tourism destination competitiveness: A quantitative approach
    • Enright, M. J., and Newton, J., 2004. Tourism destination competitiveness:A quantitative approach. Tourism Management, 25(6):777–788.
    • (2004) Tourism Management , vol.25 , Issue.6 , pp. 777-788
    • Enright, M.J.1    Newton, J.2
  • 14
    • 40949106864 scopus 로고    scopus 로고
    • The impact of satisfaction and image on loyalty: The case of Alpine ski resorts
    • Faullant, R., Matzler, K., and Fuller, J., 2008. The impact of satisfaction and image on loyalty:The case of Alpine ski resorts. Managing Service Quality, 18(2):163–178.
    • (2008) Managing Service Quality , vol.18 , Issue.2 , pp. 163-178
    • Faullant, R.1    Matzler, K.2    Fuller, J.3
  • 16
    • 0001276941 scopus 로고
    • Defensive marketing strategy by customer complaint management
    • Fornell, C., and Wernerfelt, B., 1987. Defensive marketing strategy by customer complaint management. Journal of Marketing Research, 24(4):337–346.
    • (1987) Journal of Marketing Research , vol.24 , Issue.4 , pp. 337-346
    • Fornell, C.1    Wernerfelt, B.2
  • 17
    • 0033978793 scopus 로고    scopus 로고
    • Integrated quality management for tourist destinations: A European perspective on achieving competitiveness
    • Go, F., and Govers, R., 2000. Integrated quality management for tourist destinations:A European perspective on achieving competitiveness. Tourism Management, 21(1):79–88.
    • (2000) Tourism Management , vol.21 , Issue.1 , pp. 79-88
    • Go, F.1    Govers, R.2
  • 18
    • 85023904834 scopus 로고    scopus 로고
    • Retrieved July 29, 2008, from
    • Hong Kong Tourism Board. 2006. Retrieved July 29, 2008, from http://www.discoverhongkong.com/eng/worldwide/annu/pdf/06_07/pdf01.pdf
    • (2006)
  • 19
    • 0012780196 scopus 로고    scopus 로고
    • Measuring customer service quality in sports and leisure centers
    • Howat, G., Absher, J., Crilley, G., and Milne, I., 1996. Measuring customer service quality in sports and leisure centers. Managing Leisure, 1:77–89.
    • (1996) Managing Leisure , vol.1 , pp. 77-89
    • Howat, G.1    Absher, J.2    Crilley, G.3    Milne, I.4
  • 20
    • 0000376751 scopus 로고
    • Drivers of customer satisfaction for software products: Implications for design and service support
    • Kekre, S. M., Krishnan, S., and Srinivasan, K., 1995. Drivers of customer satisfaction for software products:Implications for design and service support. Management Science, 41(9):1456–1470.
    • (1995) Management Science , vol.41 , Issue.9 , pp. 1456-1470
    • Kekre, S.M.1    Krishnan, S.2    Srinivasan, K.3
  • 21
    • 0000069149 scopus 로고
    • A longitudinal assessment of consumer satisfaction/dissatisfaction: The dynamic aspect of the cognitive process
    • LaBarbera, P. A., and Mazursky, D., 1983. A longitudinal assessment of consumer satisfaction/dissatisfaction:The dynamic aspect of the cognitive process. Journal of Marketing Research, 20(4):393–404.
    • (1983) Journal of Marketing Research , vol.20 , Issue.4 , pp. 393-404
    • LaBarbera, P.A.1    Mazursky, D.2
  • 22
    • 0037893542 scopus 로고
    • Recreation resource management for visitor satisfaction
    • LaPage, W. F., 1983. Recreation resource management for visitor satisfaction. Journal of Park and Recreation Administration, 1(2):37–44.
    • (1983) Journal of Park and Recreation Administration , vol.1 , Issue.2 , pp. 37-44
    • LaPage, W.F.1
  • 23
    • 34249818464 scopus 로고    scopus 로고
    • The roles of quality and intermediary constructs in determining festival attendees' behavioral intention
    • Lee, S. Y., Petrick, J. F., and Crompton, J., 2007. The roles of quality and intermediary constructs in determining festival attendees' behavioral intention. Journal of Travel Research, 45(4):402–412.
    • (2007) Journal of Travel Research , vol.45 , Issue.4 , pp. 402-412
    • Lee, S.Y.1    Petrick, J.F.2    Crompton, J.3
  • 26
    • 0001780388 scopus 로고
    • Importance-performance analysis
    • Martilla, J. A., and Janes, I. C., 1977. Importance-performance analysis. Journal of Marketing, 41(1):77–79.
    • (1977) Journal of Marketing , vol.41 , Issue.1 , pp. 77-79
    • Martilla, J.A.1    Janes, I.C.2
  • 27
    • 0035530178 scopus 로고    scopus 로고
    • Satisfactions, repurchase intent, and repurchase behaviour: Investigating the moderating effect of customer characteristics
    • Mittal, V., and Kamakura, W. A., 2001. Satisfactions, repurchase intent, and repurchase behaviour:Investigating the moderating effect of customer characteristics. Journal of Marketing Research, 38(1):131–142.
    • (2001) Journal of Marketing Research , vol.38 , Issue.1 , pp. 131-142
    • Mittal, V.1    Kamakura, W.A.2
  • 28
    • 0032372670 scopus 로고    scopus 로고
    • The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions
    • Mittal, V., Ross, W. T., Jr. and Baldasare, P. M., 1998. The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions. Journal of Marketing, 62(1):33–47.
    • (1998) Journal of Marketing , vol.62 , Issue.1 , pp. 33-47
    • Mittal, V.1    Ross, W.T.2    Baldasare, P.M.3
  • 32
    • 0033095457 scopus 로고    scopus 로고
    • Service quality, customer satisfaction, and customer value: A holistic perspective
    • Oh, H., 1999. Service quality, customer satisfaction, and customer value:A holistic perspective. International Journal of Hospitality Management, 18(1):67–82.
    • (1999) International Journal of Hospitality Management , vol.18 , Issue.1 , pp. 67-82
    • Oh, H.1
  • 33
    • 0034196259 scopus 로고    scopus 로고
    • Diners' perceptions of quality, value, and satisfaction
    • Oh, H., 2000. Diners' perceptions of quality, value, and satisfaction. Cornell Hotel and Restaurant Administration Quarterly, 41(3):58–66.
    • (2000) Cornell Hotel and Restaurant Administration Quarterly , vol.41 , Issue.3 , pp. 58-66
    • Oh, H.1
  • 35
    • 0002106437 scopus 로고
    • Cognitive, affective, and attribute bases of the satisfaction response
    • Oliver, R. L., 1993a. Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3):418–430.
    • (1993) Journal of Consumer Research , vol.20 , Issue.3 , pp. 418-430
    • Oliver, R.L.1
  • 36
    • 0001899030 scopus 로고
    • A conceptual model of service quality and service satisfaction: Compatible goals, different concepts
    • Swartz T.A., Bowen D.E., Brown W., (eds), Greenwich, CT: JAI Press
    • Oliver, R. L., 1993b. “A conceptual model of service quality and service satisfaction:Compatible goals, different concepts.”. In Advance in services marketing and management:Research and practice, Edited by:Swartz, T. A, Bowen, D. E, and Brown, W. 65–85. Greenwich, CT:JAI Press.
    • (1993) Advance in services marketing and management: Research and practice , pp. 65-85
    • Oliver, R.L.1
  • 37
    • 0001940991 scopus 로고
    • Perceived quality in consumer decision making: An integrated theoretical perspective
    • Jacoby J., Olson J., (eds), Lexington, MA: Lexington Books
    • Olshavsky, R. W., 1985. “Perceived quality in consumer decision making:An integrated theoretical perspective.”. In Perceived quality, Edited by:Jacoby, J, and Olson, J. 3–29. Lexington, MA:Lexington Books.
    • (1985) Perceived quality , pp. 3-29
    • Olshavsky, R.W.1
  • 38
    • 84986128773 scopus 로고
    • The measurement of service value: Some methodological issues and models
    • Suprenant C., (ed), Chicago, IL: American Marketing Association
    • Onkvist, S., and Shaw, J. J., 1987. “The measurement of service value:Some methodological issues and models.”. In Add value to your service, 6th Annual Services Marketing Proceedings, Edited by:Suprenant, C. Chicago, IL:American Marketing Association.
    • (1987) Add value to your service, 6th Annual Services Marketing Proceedings
    • Onkvist, S.1    Shaw, J.J.2
  • 39
    • 0002408510 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • Parasuraman, A., Zeithaml, V. A., and Berry, L. L., 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4):41–50.
    • (1985) Journal of Marketing , vol.49 , Issue.4 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 40
    • 0001312089 scopus 로고
    • SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
    • 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.
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 41
    • 3242660262 scopus 로고
    • Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research
    • Parasuraman, A., Zeithaml, V. A., and Berry, L. L., 1994. Reassessment of expectations as a comparison standard in measuring service quality:Implications for future research. Journal of Marketing, 58(1):111–124.
    • (1994) Journal of Marketing , vol.58 , Issue.1 , pp. 111-124
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 42
    • 0031314022 scopus 로고    scopus 로고
    • Modeling the relationship between perceived value satisfaction and repurchase intentions in a business-to-business, services context: An empirical examination
    • Patterson, P. G., and Spreng, R. A., 1997. Modeling the relationship between perceived value satisfaction and repurchase intentions in a business-to-business, services context:An empirical examination. International Journal of Service Industry Management, 8(5):414–434.
    • (1997) International Journal of Service Industry Management , vol.8 , Issue.5 , pp. 414-434
    • Patterson, P.G.1    Spreng, R.A.2
  • 43
  • 44
    • 0003821850 scopus 로고    scopus 로고
    • Boston: Harvard Business School Press
    • Reichheld, F. F., 1996. The loyalty effect, Boston:Harvard Business School Press.
    • (1996) The loyalty effect
    • Reichheld, F.F.1
  • 45
    • 0025486182 scopus 로고
    • Zero defections: Quality comes to service
    • Reichheld, F. F., and Sasser, W. E., 1990. Zero defections:Quality comes to service. Harvard Business Review, 68(5):105–111.
    • (1990) Harvard Business Review , vol.68 , Issue.5 , pp. 105-111
    • Reichheld, F.F.1    Sasser, W.E.2
  • 47
    • 78649398552 scopus 로고    scopus 로고
    • An IPA analysis of tourism destination image—A case study of Xi'an residents' perception on the tourism destination image of Hainan
    • Song, Z., An, Y., and Zheng, P., 2006. An IPA analysis of tourism destination image—A case study of Xi'an residents' perception on the tourism destination image of Hainan. Tourism Tribune, 21(10):26–32.
    • (2006) Tourism Tribune , vol.21 , Issue.10 , pp. 26-32
    • Song, Z.1    An, Y.2    Zheng, P.3
  • 48
    • 0038007794 scopus 로고    scopus 로고
    • A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection
    • Tian-Cole, S., and Cromption, J., 2003. A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection. Leisure Studies, 22(1):65–80.
    • (2003) Leisure Studies , vol.22 , Issue.1 , pp. 65-80
    • Tian-Cole, S.1    Cromption, J.2
  • 49
    • 0031536393 scopus 로고    scopus 로고
    • Customer value: The next source for competitive advantage
    • Woodruff, R. B., 1997. Customer value:The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2):139–153.
    • (1997) Journal of the Academy of Marketing Science , vol.25 , Issue.2 , pp. 139-153
    • Woodruff, R.B.1
  • 50
    • 67650094035 scopus 로고    scopus 로고
    • A data analysis of tourism research—A case study of tourism image of Nijmegen in the Netherlands
    • Yang, M., 2005. A data analysis of tourism research—A case study of tourism image of Nijmegen in the Netherlands. Tourism Tribune, 1:84–89.
    • (2005) Tourism Tribune , vol.1 , pp. 84-89
    • Yang, M.1
  • 51
    • 5644242209 scopus 로고    scopus 로고
    • Customer perceived value, satisfaction, and loyalty: The role of switching costs
    • Yang, Z., and Peterson, R. T., 2004. Customer perceived value, satisfaction, and loyalty:The role of switching costs. Psychology and Marketing, 21(10):799–822.
    • (2004) Psychology and Marketing , vol.21 , Issue.10 , pp. 799-822
    • Yang, Z.1    Peterson, R.T.2
  • 52
    • 0002472115 scopus 로고
    • A critical review of consumer satisfaction
    • Zeithaml V.A., (ed), Chicago: American Marketing Association
    • Yi, Y., 1990. “A critical review of consumer satisfaction.”. In Review of marketing 1990, Edited by:Zeithaml, V. A. 68–123. Chicago:American Marketing Association.
    • (1990) Review of marketing 1990 , pp. 68-123
    • Yi, Y.1
  • 53
    • 7044247567 scopus 로고    scopus 로고
    • An examination of the effects of motivation and satisfaction on destination loyalty: A structural model
    • 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.
    • (2005) Tourism Management , vol.26 , Issue.1 , pp. 45-56
    • Yoon, Y.1    Uysal, M.2
  • 54
    • 0002667763 scopus 로고
    • Customer perceptions of price, quality, and value: A means-end-model and synthesis of evidence
    • Zeithaml, V. A., 1988. Customer perceptions of price, quality, and value:A means-end-model and synthesis of evidence. Journal of Marketing, 52(3):2–22.
    • (1988) Journal of Marketing , vol.52 , Issue.3 , pp. 2-22
    • Zeithaml, V.A.1
  • 55
  • 56
    • 0942278093 scopus 로고    scopus 로고
    • Application of importance-performance model in tour guides' performance: Evidence from mainland Chinese outbound visitors in Hong Kong
    • Zhang, H. Q., and Chow, I., 2004. Application of importance-performance model in tour guides' performance:Evidence from mainland Chinese outbound visitors in Hong Kong. Tourism Management, 25(1):81–91.
    • (2004) Tourism Management , vol.25 , Issue.1 , pp. 81-91
    • Zhang, H.Q.1    Chow, I.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.