Customer retention in the eco-friendly hotel sector: examining the diverse processes of post-purchase decision-making

Journal of Sustainable Tourism

Volumn 23, Issue 7, 2015, Pages 1095-1113

  Han, Heesup ^a   Yoon, Haejin ^b  

^a Sejong University   (South Korea)

^b Dong A University   (South Korea)

Author keywords

decision making theory; eco friendly hotel; ecological concern; green consumer behavior; post purchase behavior; retention

Indexed keywords

CONCEPTUAL FRAMEWORK; CONSUMPTION BEHAVIOR; DECISION MAKING; ECOTOURISM; SERVICE SECTOR;

EID: 84938797539     PISSN: 09669582     EISSN: 17477646     Source Type: Journal    
DOI: 10.1080/09669582.2015.1044535     Document Type: Article

References (63)

1. I.Ajzen, (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211.
2. I.Ajzen,, & M.Fishbein, (1980). Understanding attitude and predicting social behavior. Englewood Cliffs, NJ: Prentice-Hall.
3. C.J.Armitage,, & M.Conner, (2001). Efficacy of the theory of planned behavior: A meta-analytic review. British Journal of Social Psychology, 40, 471–799.
4. H.Assael, (1984). Consumer behavior and marketing action. Boston, MA: Kent.
5. R.P.Bagozzi,, & U.M.Dholakia, (2006). Antecedents and purchase consequences of customer participation in small group brand communities. International Journal of Research in Marketing, 23, 45–61.
6. R.P.Bagozzi,, U.M.Dholakia,, & S.Basuroy, (2003). How effortful decisions get enacted: The motivating role of decision processes, desires, and anticipated emotions. Journal of Behavioral Decision Making, 16, 273–295.
7. S.Baloglu,, & K.W.McCleary, (1999). A model of destination image formation. Annals of Tourism Research, 32(2), 94–104.
8. B.Banerjee,, & K.McKeage, (1994). How green is my value: Exploring the relationship between environmentalism and materialism. In C.T.Allen & D.R.John (Eds.), Advances in Consumer Research (pp. 147–152). Provo, UT: Association for Consumer Research.
9. K.L.Becker-Olsen,, B.A.Cudmore,, & R.P.Hill, (2006). The impact of perceived corporate social responsibility on consumer behavior. Journal of Business Research, 59, 46–53.
10. K.Bickerstaff,, & G.Walker, (2001). Public understanding of air pollution: The “localisation” of environmental risk. Global Environmental Change, 11, 133–145.
11. T.A.Brunner,, M.Stocklin,, & K.Opwis, (2008). Satisfaction, image and loyalty: New versus experienced customers. European Journal of Marketing, 42(9/10), 1095–1105.
12. G.Carrus,, P.Passafaro,, & M.Bonnes, (2008). Emotions, habits and rational choices in ecological behaviours: The case of recycling and use of public transportation. Journal of Environmental Psychology, 28, 51–62.
13. B.Cater, (2007). Trust and commitment in professional service marketing relationships in business-to-business markets. Managing Global Transitions, 5(4), 371–390.
14. A.Chen,, & N.Peng, (2012). Green hotel knowledge and tourists' staying behavior. Annals of Tourism Research, 39, 2203–2219.
15. M.Colgate,, & B.Lang, (2001). Switching barriers in consumer markets: An investigation of the financial services industry. Journal of Consumer Marketing, 18(4), 332–347.
16. M.Dijst,, S.Farag,, & T.Schwanen, (2008). A comparative study of attitude theory and other theoretical models for understanding travel behavior. Environment and Planning, 40, 831–847.
17. L.Dube,, & K.Menon, (2000). Multiple roles of consumption emotions in post-purchase satisfaction with extended service transactions. International Journal of Service Industry Management, 11(3), 287–304.
18. R.F.Dwyer,, P.H.Schurr,, & S.Oh, (1987). Developing buyer-seller relationships. Journal of Marketing, 51(2), 11–27.
19. J.F.Hair,, R.E.Anderson,, R.,.L.Tatham,, & W.C.Black, (1998). Multivariate data analysis. Upper Saddle River, NJ: Prentice-Hall.
20. S.Ham,, & H.Han, (2013). Role of perceived fit with hotels' green practices in the formation of customer loyalty: Impact of environmental concerns. Asia Pacific Journal of Tourism Research, 18(7), 731–748.
21. H.Han, (2015). Travelers' pro-environmental behavior in a green lodging context: Converging value-belief-norm theory and the theory of planned behavior. Tourism Management, 47, 164–177.
22. H.Han,, L.Hsu,, & C.Sheu, (2010). Application of the theory of planned behavior to green hotel choice: Testing the effect of environmental friendly activities. Tourism Management, 31, 325–334.
23. H.Han,, & J.Hwang, (2014). Investigation of the volitional, non-volitional, emotional, motivational and automatic processes in determining golfers' intention: Impact of screen golf. International Journal of Contemporary Hospitality Management, 26(7), 1118–1135.
24. H.Han,, & S.Hyun, (2014). Medical hotel in the growth of global medical tourism. Journal of Travel and Tourism Marketing, 31, 366–380.
25. H.Han,, & Y.Kim, (2010). An investigation of green hotel customers' decision formation: Developing an extended model of the theory of planned behavior. International Journal of Hospitality Management, 29(4), 659–668.
26. H.Han,, W.Kim,, & S.Hyun, (2011). Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry. International Journal of Hospitality Management, 30, 619–629.
27. H.Han,, W.Kim,, & S.Hyun, (2014). Overseas travelers' decision formation for airport-shopping behavior. Journal of Travel and Tourism Marketing, 31, 985–1003.
28. H.Han,, & K.Ryu, (2012). The theory of repurchase decision-making (TRD): Identifying the critical factors in the post-purchase decision-making process. International Journal of Hospitality Management, 31, 786–797.
29. H.Han,, & H.Yoon, (2015). Hotel customers' environmentally responsible behavioral intention: Impact of key constructs on decision in green consumerism. International Journal of Hospitality Management, 45, 22–33.
30. C.H.C.Hsu,, & S.Huang, (2012). An extension of the theory of planned behavior model for tourists. Journal of Hospitality and Tourism Research, 36(3), 390–417.
31. G.L.Hunter, (2006). The role of anticipated emotion, desire, and intention in the relationship between image and shopping center visits. International Journal of Retail and Distribution Management, 34(10), 709–721.
32. M.A.Jones,, D.L.Mothersbaugh,, & S.E.Beatty, (2000). Switching barriers and repurchase intentions in services. Journal of Retailing, 76(2), 259–274.
33. M.L.Kasavana, (2008). Green hospitality. Hospitality Upgrade Magazine, Summer, 140–148.
34. Y.Kim,, & H.Han, (2010). Intention to pay conventional-hotel prices at a green hotel – a modification of the theory of planned behavior. Journal of Sustainable Tourism, 18(8), 997–1014.
35. S.Kim,, J.Lee,, & M.Kim, (2012). How different are first-time attendees from repeat attendees in convention evaluation? International Journal of Hospitality Management, 31(2), 544–553.
36. Y.Kim,, D.Njite,, & M.Hancer, (2013). Anticipated emotion in consumers' intentions to select eco-friendly restaurants: Augmenting the theory of planned behavior. International Journal of Hospitality Management, 34, 255–262.
37. P.Kotler, (1991). Marketing management: Analysis, planning, implementation and control. Englewood Cliffs, NJ: Prentice-Hall.
38. P.Kotler,, D.H.Haider,, & I.Rein, (1993). Marketing places: Attracting investment, industry, and tourism to cities, states, and nations. New York, NY: The Free Press.
39. T.Lam,, & C.H.C.Hsu, (2004). Theory of planned behavior: Potential travelers from China. Journal of Hospitality and Tourism Research, 28(4), 463–482.
40. M.Laroche,, J.Bergeron,, & G.Barbaro-Forleo, (2001). Targeting consumers who are willing to pay more for environmentally friendly products. Journal of Consumer Marketing, 18(6), 503–520.
41. J.Lee,, L.Hsu,, H.Han,, & Y.Kim, (2010). Understanding how consumers view green hotels: How a hotel's green image can influence behavioral intentions. Journal of Sustainable Tourism, 18(7), 901–914.
42. R.Levy, (1999). Give and take. Cambridge, MA: Harvard Business Press.
43. K.Manaktola,, & V.Jauhari, (2007). Exploring consumer attitude and behavior towards green practices in the lodging industry in India. International Journal of Contemporary Hospitality Management, 19(5), 364–377.
44. A.S.Mattila, (2006). How affective commitment boosts guest loyalty (and promotes frequent guest programs). Cornell Hospitality Quarterly, 47(2), 174–196.
45. R.M.Morgan,, & S.D.Hunt, (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20–38.
46. R.L.Oliver, (1997). Satisfaction: A behavioral perspective on the consumer. New York, NY: McGraw-Hill.
47. R.L.Oliver,, & J.E.Swan, (1989). Consumer perceptions of interpersonal equity and satisfaction in transaction: A field survey approach. Journal of Marketing, 53, 21–35.
48. A.Paco,, & M.Raposo, (2009). Green segmentation: An application to the Portuguese consumer market. Marketing Intelligence and Planning, 27(3), 364–379.
49. M.Perugini,, & R.P.Bagozzi, (2001). The role of desires and anticipated emotions in goal-directed behaviors: Broadening and deepening the theory of planned behavior. British Journal of Social Psychology, 40, 70–98.
50. M.Perugini,, & R.P.Bagozzi, (2004). The distinction between desires and intentions. European Journal of Social Psychology, 34, 69–84.
51. W.Reichheld,, and V.Kumar, (2000). On the profitability of long-life customers in a noncontractual setting. Journal of Marketing, 64, 17–35.
52. A.Rivis,, P.Sheeran,, & C.J.Armitage, (2009). Expanding the affective and normative components of the theory of planned behavior: A meta-analysis of anticipated affect and moral norms. Journal of Applied Social Psychology, 39, 2985–3019.
53. J.A.Roberts, (1996). Green consumers in the 1990s: Profile and implications for advertising. Journal of Business Research, 36, 217–231.
54. H.Song,, C.Lee,, S.Kang,, & S.Boo, (2012). The effect of environmentally friendly perceptions on festival visitors' decision-making process using an extended model of goal-directed behavior. Tourism Management, 33, 1417–1428.
55. R.D.Straughan,, & J.A.Roberts, (1999). Environmental segmentation alternatives: A look at green consumer behavior in the new millennium. Journal of Consumer Marketing, 16(6), 558–575.
56. A.Takacs-Santa, (2007). Barriers to environmental concern. Research in Human Ecology, 14(1), 26–38.
57. S.Tanford, (2013). The impact of tier level on attitudinal and behavioral loyalty of hotel reward program members. International Journal of Hospitality Management, 34, 285–294.
58. S.Tanford,, C.Raab,, & Y.Kim, (2012). Determinants of customer loyalty and purchasing behavior for full-service and limited-service hotels. International Journal of Hospitality Management, 31, 319–328.
59. S.Tanford,, C.Raab,, & Y.Kim, (2013). A model of hotel defection at the purchasing stage. Journal of Hospitality Marketing and Management, 22, 805–831.
60. S.A.Taylor,, C.Ishida,, & D.W.Wallace, (2009). Intention to engage in digital piracy: A conceptual model and empirical test. Journal of Service Research, 11(3), 246–262.
61. J.A.Thomson,, D.Shaw,, & E.M.K.Shiu, (2008). An application of the extended model of goal-directed behavior within smoking cessation: An examination of the role of emotion. European Advances in Consumer Research, 8, 73–79.
62. R.A.Westbrook,, & R.L.Oliver, (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18, 84–91.
63. A.Zopiatis,, P.Constanti,, & A.L.Theocharous, (2014). Job involvement, commitment, satisfaction and turnover: Evidence from hotel employees in Cyprus. Tourism Management, 41, 129–140.