An Attribution Approach and the Subsequent Satisfaction, Value, and Loyalty of Service Delivery in Private Residence Clubs

Journal of Hospitality Marketing and Management

Volumn 25, Issue 1, 2016, Pages 91-112

  Gregory, Amy M ^a   Severt, Denver E ^a  

^a UNIVERSITY OF CENTRAL FLORIDA   (United States)

^b Jeannie)   (United States)

Author keywords

affluence; loyalty; private residence club; satisfaction; vacation ownership; value

Indexed keywords

EID: 84954391123     PISSN: 19368623     EISSN: 19368631     Source Type: Journal    
DOI: 10.1080/19368623.2014.987894     Document Type: Article

References (79)

1. E.Anderson,, & M.Sullivan, (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125–143.
2. ARDA International Foundation. (2010). Timeshare industry resource manual. Washington, DC: American Resort Development Association.
3. S.Baloglu, (2002). S. Dimensions of customer loyalty: Separating friends from well wishers. Cornell Hotel & Restaurant Administration Quarterly, 43(1), 47–59
4. C.Baumann,, S.Burton,, G.Elliott,, & H.Kehr, (2007). Prediction of attitude and behavioural intentions in retail banking. The International Journal of Bank Marketing, 25(2), 102–116.
5. W.Bearden,, & J.Teel, (1983, February). Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing Research, 20, 21–28.
6. M.J.Bitner, (1990, April). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54, 69–82.
7. D.C.Bojanic, (1996). Consumer perceptions of price, value, and satisfaction the hotel industry: An exploratory study. Journal of Hospitality and Leisure Marketing, 4(1), 5–22.
8. R.Bolton,, & J.Drew, (1991). A multistage model of consumer feelings and purchase likelihood. Psychology and Marketing, 9, 347–363.
9. J.Bowden,, & T.Dagger, (2011). To delight or not to delight? An investigation of loyalty formation in the restaurant industry. Journal of Hospitality Marketing & Management, 20(5), 501–524.
10. J.Bowen,, & S.Chen, (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213–217.
11. B.Bryant,, & J.Cha, (1996). Crossing the threshold. Marketing Research, 8(4), 20–28.
12. J.Chen,, & D.Gursoy, (2001). An investigation of tourists’ destination loyalty and preferences. International Journal of Contemporary Hospitality Management, 13(2), 79–85.
13. J.Choi, (2004). Factors influencing state association planners’ overall satisfaction with a convention experience. Journal of Convention & Event Tourism, 6(4), 65–80.
14. G.Churchill,, & C.Suprenant, (1982). An investigation into the determinants of customer satisfaction [Special issue]. Journal of Marketing Research, 19(4), 491–504.
15. J.Crotts,, & R.Ragatz. (2002). Recent US timeshare purchasers: Who are they, what are they buying, and how patterns is a limitation of the present study. Can they be reached? International Journal of Hospitality Management, 21(3), 227–238.
16. A.Dick,, & K.Basu, (1994). Customer loyalty: Toward an integrated conceptual framework. Academy of Marketing Science, 22(2), 99–113.
17. E.H.Ekiz, (2009). Factors influencing organizational responses to guest complaints: Cases of Hong Kong and Northern Cyprus. Journal of Hospitality Marketing & Management, 18(6), 539–573.
18. A.Elleuch, (2008). Patient satisfaction in Japan. International Journal of Health Care Quality Assurance, 21(7), 692–705.
19. Fairmont. (2014). The Fairmont Heritage Place. Retrieved from http://www.fairmontheritageplace.com/HeritagePlace/EN_HP/LearnMore/PointOfDifferentiation.htm
20. A.Finn, (2012). Customer delight: Distinct construct or zone of nonlinear response to customer satisfaction? Journal of Service Research, 15(1), 99–110.
21. C.Fornell,, M.Johnson,, J.Cha,, & B.Bryant, (1996,October). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60, 7–18.
22. M.Gallarza,, I.Saura,, & F.Moreno, (2013). The quality-value-satisfaction-loyalty chain: Relationships and impacts. Tourism Review, 68(1), 3–20.
23. A.Gregory, (2011). Assessment of product and service attributes and consumers’ willingness to pay in the vacation ownership industry using the Kano Model and conjoint analysis (Doctoral dissertation). UCF Libraries Catalog, EBSCOhost.
24. L.Guest, (1944). A study of brand loyalty. Journal of Applied Psychology, 28, 16–27.
25. J.F.Hair,, W.C.Black,, B.J.Babin,, R.E.Anderson,, & R.L.Tatham, (2006). Multivariate data analysis (6th ed.). Upper Saddle River, NJ: Pearson Prentice Hall.
26. V.Heung,, & E.Ngai, (2008). The mediating effects of perceived value and customer satisfaction on customer loyalty in the Chinese restaurant setting. Journal of Quality Assurance in Hospitality and Tourism, 9(2), 85–107.
27. W.Hobson, (2002). A research report on PRCs: A new concept for second home ownership. International Journal of Hospitality Management, 21, 285–300.
28. C.Hochgraefe,, S.Faulk,, & M.Vieregge, (2012). Links between Swiss hotel guests’ product involvement and brand loyalty. Journal of Hospitality Marketing & Management, 21(1), 20–39.
29. J.Jacoby,, & R.Chestnut, (1978). Brand loyalty measurement and management. New York, NY: John Wiley.
30. A.Jain,, C.Pinson,, & N.Malhotra, (1987, July). Customer loyalty as a construct in the marketing of banking services. The International Journal of Bank Marketing, 5, 49–72.
31. L.Jarvis,, & J.Wilcox, (1976). Repeat-purchasing-behavior and attitudinal brand loyalty: Additional evidence. In K.L.Bernhart (Ed.), Educator’s proceedings (pp. 151–152). Chicago, IL: American Marketing Association.
32. R.K.Jayanti,, & A.K.Ghosh, (1996). Service value determination: An integrative perspective. Journal of Hospitality & Leisure Marketing, 3(4), 5–25.
33. T.Jones,, & W.Sasser,, Jr. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88–91.
34. T.Kaufman,, D.Severt,, & R.Upchurch, (2005). The relationship between vacation club components and owner satisfaction: The case of the vacation ownership industry. Tourism Analysis, 10(4), 405–409.
35. T.Kaufman,, R.Upchurch,, & D.Severt, (2006). Vacation ownership: The case of the senior market. Journal of Retail and Leisure Property, 5(2), 95–103.
36. H.Kim,, & C.Yoon, (2004). Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market. Telecommunications Policy, 28(9/10), 751–765.
37. M.Kozak,, & M.Rimmington, (2000). Tourist satisfaction with Mallorca, Spain, as an off-season holiday season. Journal of Travel Research, 38(3), 260–269.
38. J.Lazar,, & W.Hobson, (2002). PRCs: A new concept for second home ownership. Journal of Leisure Property, 2(2), 105–120.
39. H.Lee, (2013). Major moderators influencing the relationships of service quality, customer satisfaction and customer loyalty. Asian Social Science, 9(2), 1–11.
40. H.Lin,, & Y.Wang, (2006). An examination of the determinants of customer loyalty in mobile commerce contexts. Information & Management, 43(1), 111–126.
41. S.Lumsden,, S.Beldona,, & A.Morrison, (2008). Customer value in an all-inclusive travel vacation club: An application of the RFM framework. (2008). Journal of Hospitality Marketing & Management, 16(3), 270–285.
42. A.Martensen, (2007). Tweens’ satisfaction and brand loyalty in the mobile phone market. Young Consumers, 8(2), 108–116.
43. K.Matzler,, J.Füller,, & R.Faullant, (2007). Customer satisfaction and loyalty to Alpine ski resorts: the moderating effect of lifestyle, spending and customers’ skiing skills. International Journal of Tourism Research, 9(6), 409–421.
44. R.C.Mill, (2012). Resorts management and operation (3rd ed). Hoboken, NJ: John Wiley & Sons.
45. V.Mittal,, P.Kumal,, & M.Tsiros, (1999). Attribute-level performance satisfaction and behavioral intentions over time: A consumption-system approach. Journal of Marketing, 63(2), 88–101.
46. N.Morgan,, & L.Rego, (2008). Can behavioral WOM measures provide insight into the net promoter concept of customer loyalty? Marketing Science, 27(3), 533–534, 538–539.
47. H.Oh, (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18, 67–82.
48. H.Oh,, & M.Jeong, (1996). Improving marketers’ predictive power of customer satisfaction on expectation-based target market levels. Hospitality Research Journal, 19(4), 65–85.
49. R.Oliver, (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469.
50. R.Oliver, (1999). Whence consumer loyalty? Journal of Marketing, 63(4), 33–44.
51. M.Oppermann, (2000). Tourism destination loyalty. Journal of Travel Research, 39(1), 78–84.
52. C.Orsingher,, & G.Marzocchi, (2003). Hierarchical representation of satisfactory consumer service experience. International Journal of Service Industry Management, 14(2), 200–216.
53. J.Pallant, (2003). SPSS survival manual. Philadelphia, PA: Open University Press.
54. J.Petrick, (2005). Segmenting cruise passengers with price sensitivity. Tourism Management, 26(5), 753–762.
55. J.Petrick,, & S.Backman, (2002). An examination of golf travelers’ satisfaction, perceived value, loyalty, and intentions to revisit. Tourism Analysis 6(3/4), 223–237.
56. K.Ponnavolu, (2000). Customer loyalty in interactive media: An exploration of its antecedents and consequences (Unpublished doctoral dissertation). Drexel University.
57. W.Poon,, & G.Yong, (2005). Comparing satisfaction levels of Asian and Western travelers using Malaysian hotels. Journal of Hospitality & Tourism Management, 12(1), 64–79.
58. K.Prasad,, P.Wirtz,, & L.Yu, (2014). Measuring hotel guest satisfaction by using an online quality management system. Journal of Hospitality Marketing & Management, 23(4), 445–463.
59. R.Ragatz, (2012). Ragatz associates shared ownership industry report. Eugene, OR: Ragatz Associates.
60. R.Ragatz, (2013). State of the fractional interest industry. Unpublished paper presented at the Shared Ownership Investment Conference, Miami Beach, Florida.
61. F.Reichheld, (1996). The loyalty effect. Boston, MA: Harvard Business School Press.
62. F.Reichheld, (2003). The one number you need to grow. Harvard Business Review, 73(6), 88–99.
63. J.Roberts, (2000). Developing new rules for new markets. Academy of Marketing Science.Journal, 28(1), 31–44.
64. S.Rundle-Thiele, (2005). Exploring loyal qualities: Assessing survey-based loyalty measures. Journal of Services Marketing, 19(7), 492–500.
65. C.Ryan,, & G.Huimin, (2007, November). Perceptions of Chinese hotels. Cornell Hotel & Restaurant Administration Quarterly, 48(4), 380–391.
66. E.Schaefer, (2007). Timeshare and fractionals: What’s the difference? Halogen Guides. Retrieved from http://realestate.halogenguides.com/archives/719-timeshares-and-fractionals-what-s-the-difference
67. S.Shoemaker,, & R.Lewis, (1999). Customer loyalty: The future of hospitality marketing. International Journal of Hospitality Management, 18(4), 345–370.
68. K.Siddiqi, (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International Journal of Business and Management, 6(3), 12–36.
69. S.F.Slater, (1997). Developing a customer value-based theory of the firm. Journal of the Academy of Marketing Science, 25(2), 162–167.
70. Z.Song,, X.Su,, & L.Liaoning, (2013). The indirect effects of destination image on destination loyalty intention through tourist satisfaction and perceived value: The bootstrap approach. Journal Of Travel & Tourism Marketing, 30(4), 386–409.
71. B.Sparks,, K.Butcher,, & G.Pan, (2007). Understanding customer-derived value in the timeshare industry. Cornell Hotel & Restaurant Administration Quarterly, 48(1), 28–45.
72. E.Torres,, & S.Kline, (2006) From satisfaction to delight: A model for the hotel industry. International Journal of Contemporary Hospitality Management, 18(4), 290–301.
73. R.Upchurch,, & P.Rompf, (2006). Post purchase behavior: A case study into a vacation club product. Tourism Analysis, 11(1), 45–59.
74. J.Vanhamme, (2008). The surprise–delight relationship revisited in the management of experience. Research and Applications in Marketing, 23(3), 113–138.
75. H.Wilkins,, B.Merrilees,, & C.Herington, (2010). The determinants of loyalty in hotels. Journal of Hospitality Marketing & Management, 19(1), 1–21.
76. R.B.Woodruff, (1997). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139–153.
77. Z.Yang,, & R.Peterson, (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21(10), 799–822.
78. M.Zafar,, S.Zafar,, A.Asif,, A.Hunjra,, & H.Ahmad, (2012). Service quality, customer satisfaction and loyalty: An empirical analysis of banking sector in Pakistan. Information Management and Business Review, 4(3), 159–167.
79. V.Zeithaml, (1988). Consumer perceptions of price, quality, and value: A means’end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22.