First-Class in-Flight Services and Advertising Effectiveness: Antecedents of Customer-Centric Innovativeness and Brand Loyalty in the United States (US) Airline Industry

Journal of Travel and Tourism Marketing

Volumn 33, Issue 1, 2016, Pages 118-140

  Kim, Seontaik ^a,d   Kim, Insin ^b   Hyun, Sunghyup Sean ^c  

^a PAMPLIN COLLEGE OF BUSINESS   (United States)

^b Pusan National University   (South Korea)

^c Hanyang University   (South Korea)

^d MORGAN STATE UNIVERSITY   (United States)

Author keywords

advertising effectiveness; brand loyalty; Customer centric innovativeness; first class passenger market; in flight service design

Indexed keywords

EID: 84955638419     PISSN: 10548408     EISSN: None     Source Type: Journal    
DOI: 10.1080/10548408.2015.1038420     Document Type: Article

References (113)

1. S.Aksoy,, E.Atilgan,, & S.Akinci, (2003). Airline services marketing by domestic and foreign firms: Differences from the customers’ viewpoint. Journal of Air Transport Management, 9(6), 343–351. doi:10.1016/S0969-6997(03)00034-6
2. F.Alamdari, (1999). Airline in-flight entertainment: The passengers’ perspective. Journal of Air Transport Management, 5(4), 203–209. doi:10.1016/S0969-6997(99)00014-9
3. M.An,, & Y.Noh, (2009). Airline customer satisfaction and loyalty: Impact of in-flight service quality. Service Business, 3(3), 293–307. doi:10.1007/s11628-009-0068-4
4. J.C.Anderson,, & D.W.Gerbing, (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. doi:10.1037/0033-2909.103.3.411
5. K.Appiah-Adu,, A.Fyall,, & S.Singh, (2000). Marketing culture and business performance in the airline industry. Journal of Travel & Tourism Marketing, 8(3), 47–70. doi:10.1300/J073v08n03_03
6. K.-J.Back, (2005). The effects of image congruence on customers’ brand loyalty in the upper middle-class hotel industry. Journal of Hospitality & Tourism Research, 29(4), 448–467. doi:10.1177/1096348005276497
7. S.Bharwani,, & V.Jauhari, (2013). An exploratory study of competencies required to co-create memorable customer experiences in the hospitality industry. International Journal of Contemporary Hospitality Management, 25(6), 823–843. doi:10.1108/IJCHM-05-2012-0065
8. M.J.Bitner, (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71.
9. M.J.Bitner,, A.L.Ostrom,, & M.L.Meuter, (2002). Implementing successful self-service technologies. The Academy of Management Executive, 16(4), 96–108. doi:10.5465/AME.2002.8951333
10. M.K.Brady,, & J.J.CroninJr., (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49. doi:10.1509/jmkg.65.3.34.18334
11. P.Briñol,, R.E.Petty,, & Z.L.Tormala, (2004). Self-validation of cognitive responses to advertisements. Journal of Consumer Research, 30(4), 559–573. doi:10.1086/jcr.2004.30.issue-4
12. J.K.Brueckner,, & V.Pai, (2009). Technological innovation in the airline industry: The impact of regional jets. International Journal of Industrial Organization, 27(1), 110–120. doi:10.1016/j.ijindorg.2008.05.003
13. B.M.Byrne, (1998). Structural equation modeling with LISREL, PRELIS and SIMPLIS. Basic concepts, applications and programming. Mahwah, NJ: Lawrence Erlbaum Associates.
14. B.M.Byrne, (2001). Structural equation modeling with AMOS: Basic concepts, applications, and programming. Hillsdale, NJ: Lawrence Erlbaum Associates.
15. A.Cervera-Taulet,, M.W.Schlesinger,, & M.J.Yagüe-Guillen, (2013). Influence of advertising on brand personality in the airline sector: The case of Spain. Journal of Travel & Tourism Marketing, 30(5), 445–454. doi:10.1080/10548408.2013.803390
16. S.Chaiken, (1979). Communicator physical attractiveness and persuasion. Journal of Personality and Social Psychology, 37(8), 1387–1397. doi:10.1037/0022-3514.37.8.1387
17. R.Chandrashekaran,, & D.Grewal, (2003). Assimilation of advertised reference prices: The moderating role of involvement. Journal of Retailing, 79(1), 53–62. doi:10.1016/S0022-4359(03)00002-2
18. Y.Chang,, & Y.J.Ko, (2014). The brand leadership: Scale development and validation. Journal of Brand Management, 21(1), 63–80. doi:10.1057/bm.2013.23
19. A.Chaudhuri,, & M.B.Holbrook, (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. doi:10.1509/jmkg.65.2.81.18255
20. C.F.Chen, (2008). Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan. Transportation Research Part A: Policy and Practice, 42(4), 709–717.
21. F.-Y.Chen,, & Y.-H.Chang, (2005). Examining airline service quality from a process perspective. Journal of Air Transport Management, 11(2), 79–87. doi:10.1016/j.jairtraman.2004.09.002
22. C.J.Cobb-Walgren,, C.A.Ruble,, & N.Donthu, (1995). Brand equity, brand preference, and purchase intent. Journal of Advertising, 24(3), 25–40. doi:10.1080/00913367.1995.10673481
23. C.C.Countryman,, & S.Jang, (2006). The effects of atmospheric elements on customer impression: The case of hotel lobbies. International Journal of Contemporary Hospitality Management, 18(7), 534–545. doi:10.1108/09596110610702968
24. P.De Pelsmacker,, B.Decock,, & M.Geuens, (1998). Advertising characteristics and the attitude towards the Ad - A study of 100 likeable TV commercials. Marketing and Research Today, 27(4), 166–179.
25. P.De Pelsmacker,, M.Geuens,, & P.Anckaert, (2002). Media context and advertising effectiveness: The role of context appreciation and context/ad similarity. Journal of Advertising, 31(2), 49–61. doi:10.1080/00913367.2002.10673666
26. S.Dolnicar,, K.Grabler,, B.Grün,, & A.Kulnig, (2011). Key drivers of airline loyalty. Tourism Management, 32(5), 1020–1026. doi:10.1016/j.tourman.2010.08.014
27. H.-S.Doong,, H.-C.Wang,, & R.Law, (2008). An initial investigation of the effect of advertisement and word-of-month on first-time visitors to Hong Kong. Journal of Air Transport Management, 14(3), 159–161. doi:10.1016/j.jairtraman.2008.02.005
28. A.C.Douglas,, J.E.Mills,, & K.V.Phelan, (2010). Smooth sailing? Passengers’ assessment of cruise brand equity. Journal of Travel & Tourism Marketing, 27(7), 649–675. doi:10.1080/10548408.2010.519300
29. J.K.Ford,, R.C.MacCallum,, & M.Tait, (1986). The application of exploratory factor analysis in applied psychology: A critical review and analysis. Personnel Psychology, 39, 291–314.
30. C.Fornell,, & D.F.Larcker, (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.
31. M.Franke, (2007). Innovation: The winning formula to regain profitability in aviation? Journal of Air Transport Management, 13(1), 23–30. doi:10.1016/j.jairtraman.2006.11.003
32. D.Gilbert, (1996). Relationship marketing and airline loyalty schemes. Tourism Management, 17(8), 575–582. doi:10.1016/S0261-5177(96)00078-7
33. D.Gilbert,, & R.K.C.Wong, (2003). Passenger expectations and airline services: A Hong Kong based study. Tourism Management, 24(5), 519–532. doi:10.1016/S0261-5177(03)00002-5
34. A.H.Graham, (2012, May 4). Amazing first-class air cabins. CNN Travel. Retrieved April 7, 2014, from http://www.cnn.com/2012/05/04/travel/first-class-air-cabins/
35. I.Grande, (2000). A structural equation modelling approach for assessing the dimensions of the optimum stimulation level. Journal of International Consumer Marketing, 12(3), 7–26. doi:10.1300/J046v12n03_02
36. D.Gursoy,, M.H.Chen,, & H.J.Kim, (2005). The US airlines relative positioning based on attributes of service quality. Tourism Management, 26(1), 57–67. doi:10.1016/j.tourman.2003.08.019
37. J.F.HairJr.,, R.E.Anderson,, R.L.Tatham,, & W.C.Black, (1998). Multivariate data analysis. Upper Saddle River, NJ: Prentice-Hall.
38. J.F.HairJr.,, W.C.Black,, B.J.Babin,, & R.E.Anderson, (2010). Multivariate data analysis. Upper Saddle River, NJ: Prentice-Hall.
39. N.Halpern, (2010). Marketing innovation: Sources, capabilities and consequences at airports in Europe’s peripheral areas. Journal of Air Transport Management, 16(2), 52–58. doi:10.1016/j.jairtraman.2009.10.002
40. H.Han,, S.S.Hyun,, & W.Kim, (2014). In-flight service performance and passenger loyalty: A cross-national (China/Korea) study of travelers using low-cost carriers. Journal of Travel & Tourism Marketing, 31(5), 589–609. doi:10.1080/10548408.2014.883954
41. M.D.Hartline,, & K.C.Jones, (1996). Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions. Journal of Business Research, 35(3), 207–215. doi:10.1016/0148-2963(95)00126-3
42. J.B.Hartman,, & Y.M.Samra, (2008). Impact of personal values and innovativeness on hedonic and utilitarian aspects of web use: An empirical study among United States teenagers. International Journal of Management, 25(1), 77–94.
43. E.C.Hirschman, (1980). Innovativeness, novelty seeking, and consumer creativity. Journal of Consumer Research, 7, 283–295.
44. M.B.Holbrook,, & R.Batra, (1987). Assessing the role of emotions as mediators of consumer responses to advertising. Journal of Consumer Research, 14(3), 404–420.
45. P.M.Homer,, & S.G.Yoon, (1992). Message framing and the interrelationships among ad-based feelings, affect, and cognition. Journal of Advertising, 21(1), 19–33. doi:10.1080/00913367.1992.10673357
46. J.S.Horng,, S.F.Chou,, C.H.Liu,, & C.Y.Tsai, (2013). Creativity, aesthetics and eco-friendliness: A physical dining environment design synthetic assessment model of innovative restaurants. Tourism Management, 36, 15–25. doi:10.1016/j.tourman.2012.11.002
47. M.-L.Hu,, J.Horng,, & Y.-H.Sun, (2009). Hospitality teams: Knowledge sharing and service innovation performance. Tourism Management, 30(1), 41–50. doi:10.1016/j.tourman.2008.04.009
48. J.Hwang,, & H.Han, (2014). Examining strategies for maximizing and utilizing brand prestige in the luxury cruise industry. Tourism Management, 40, 244–259. doi:10.1016/j.tourman.2013.06.007
49. S.S.Hyun, (2010). Predictors of relationship quality and loyalty in the Chain restaurant industry. Cornell Hospitality Quarterly, 51(2), 251–267. doi:10.1177/1938965510363264
50. S.S.Hyun,, & H.Han, (2012). A model of a patron’s innovativeness formation toward a chain restaurant brand. International Journal of Contemporary Hospitality Management, 24(2), 175–199. doi:10.1108/09596111211206132
51. S.S.Hyun,, W.Kim,, & M.J.Lee, (2011). The impact of advertising on patrons’ emotional responses, perceived value, and behavioral intentions in the chain restaurant industry: The moderating role of advertising-induced arousal. International Journal of Hospitality Management, 30(3), 689–700. doi:10.1016/j.ijhm.2010.10.008
52. N.Jin,, B.Goh,, L.Huffman,, & J.J.Yuan, (2015). Predictors and outcomes of perceived image of restaurant innovativeness in fine-dining restaurants. Journal of Hospitality Marketing & Management, 24(5), 457–485. doi:10.1080/19368623.2014.915781
53. N.Johns,, & R.Pine, (2002). Consumer behaviour in the food service industry: A review. International Journal of Hospitality Management, 21(2), 119–134. doi:10.1016/S0278-4319(02)00008-7
54. P.Jones, (2004). Flight catering. Burlington, MA: Elsevier.
55. A.Joy,, J.J.Wang,, T.S.Chan,, J.F.SherryJr.,, & G.Cui, (2014). M(Art)Worlds: Consumer perceptions of how luxury brand stores become art institutions. Journal of Retailing, 90(3), 347–364. doi:10.1016/j.jretai.2014.01.002
56. S.H.Jun,, C.A.Vogt,, & K.J.MacKay, (2010). Online information search strategies: A focus on flights and accommodations. Journal of Travel & Tourism Marketing, 27(6), 579–595. doi:10.1080/10548408.2010.507151
57. L.R.Kahle,, & P.M.Homer, (1985). Physical attractiveness of the celebrity endorser: A social adaptation perspective. Journal of Consumer Research, 11, 954–961.
58. O.M.Karatepe,, T.Avci,, & M.Tekinkus, (2005). Measuring marketing culture. Journal of Travel & Tourism Marketing, 18(1), 33–47. doi:10.1300/J073v18n01_04
59. H.H.Kelley,, & J.L.Michela, (1980). Attribution theory and research. Annual Review of Psychology, 31(1), 457–501. doi:10.1146/annurev.ps.31.020180.002325
60. M.Khan,, & M.A.Khan, (2009). How technological innovations extend services outreach to customers: The changing shape of hospitality services taxonomy. International Journal of Contemporary Hospitality Management, 21(5), 509–522. doi:10.1108/09596110910967773
61. S.K.Koernig,, & A.L.Page, (2002). What if your dentist looked like Tom Cruise? Applying the match-up hypothesis to a service encounter. Psychology and Marketing, 19(1), 91–110. doi:10.1002/(ISSN)1520-6793
62. W.Kunz,, B.Schmitt,, & A.Meyer, (2011). How does perceived firm innovativeness affect the consumer? Journal of Business Research, 64(8), 816–822. doi:10.1016/j.jbusres.2010.10.005
63. R.Law,, D.Buhalis,, & C.Cobanoglu, (2014). Progress on information and communication technologies in hospitality and tourism. International Journal of Contemporary Hospitality Management, 26(5), 727–750. doi:10.1108/IJCHM-08-2013-0367
64. T.Liu, (2012). The influence of airline cabin service satisfaction on ethnic group travelers. African Journal of Business Management, 6(34), 9557–9568. doi:10.5897/AJBM
65. H.-F.Luoh,, & S.-H.Tsaur, (2009). Physical attractiveness stereotypes and service quality in customer–server encounters. The Service Industries Journal, 29(8), 1093–1104. doi:10.1080/02642060902764517
66. P.Lyth, (2009). ‘Think of her as your mother’: Airline advertising and the stewardess in America, 1930–1980. The Journal of Transport History, 30(1), 1–21. doi:10.7227/TJTH.30.1.3
67. D.J.MacInnis,, C.Moorman,, & B.J.Jaworski, (1991). Enhancing and measuring consumers’ motivation, opportunity, and ability to process brand information from ads. Journal of Marketing, 55(4), 32–53.
68. V.P.Magnini,, M.Baker,, & K.Karande, (2013). The frontline provider’s appearance: A driver of guest perceptions. Cornell Hospitality Quarterly, 54(4), 396–405. doi:10.1177/1938965513490822
69. S.Mayerowitz, (2014, March 20). Compared to a rich passenger, your flight was really terrible. San Jose Mercury News. Retrieved April 14, 2014, from http://www.mercurynews.com/business/ci_25386266/compared-rich-passenger-your-flight-was-really-terrible
70. B.Menguc,, & S.Auh, (2006). Creating a firm-level dynamic capability through capitalizing on market orientation and innovativeness. Journal of the Academy of Marketing Science, 34(1), 63–73. doi:10.1177/0092070305281090
71. A.Michaels, (2013, November 25). Top trends in airline food: Get the dish on delectable mile-high cuisine. U.S. News & World Report. Retrieved April 8, 2014, from http://travel.usnews.com/features/Top-Trends-in-Airline-Food/
72. C.Morse, (2014). What you’re missing in the first class. Retrieved July 11, 2014, from: http://www.smartertravel.com/photo-galleries/editorial/what-youre-missing-in-first-class.html?id=665&all=1
73. J.Mouawad, (2012, November, 20). Taking first-class coddling above and beyond. The New York Times. Retrieved April 7, 2014, from http://www.nytimes.com/2011/11/21/business/taking-first-class-coddling-above-and-beyond.html
74. O.Moufakkir, (2010). The pay for in-flight food and drinks policy and its impact on travelers’ experience. Tourism Analysis, 15(1), 99–110. doi:10.3727/108354210X12724734223757
75. E.N.M.Nameghi,, & A.A.M.Ariffin, (2013). The measurement scale for airline hospitality: Cabin crew’s performance perspective. Journal of Air Transport Management, 30, 1–9. doi:10.1016/j.jairtraman.2013.03.001
76. J.L.Nicolau,, & M.J.Santa-Maria, (2012). Gauging innovation worth for airlines. Journal of Air Transport Management, 20, 9–11. doi:10.1016/j.jairtraman.2011.08.005
77. J.F.O’Connell,, & G.Williams, (2006). Transformation of India’s domestic airlines: A case study of Indian Airlines, Jet Airways, Air Sahara and Air Deccan. Journal of Air Transport Management, 12(6), 358–374. doi:10.1016/j.jairtraman.2006.09.001
78. R.L.Oliver, (1997). Satisfaction: A behavioral perspective on the consumer. New York, NY: McGraw-Hill.
79. F.Orfila-Sintes,, R.Crespí-Cladera,, & E.Martínez-Ros, (2005). Innovation activity in the hotel industry: Evidence from Balearic Islands. Tourism Management, 26(6), 851–865. doi:10.1016/j.tourman.2004.05.005
80. P.L.Ostrowski,, T.V.O’Brien,, & G.L.Gordon, (1994). Determinants of service quality in the commercial airline industry: Differences between business and leisure travelers. Journal of Travel & Tourism Marketing, 3(1), 19–48. doi:10.1300/J073v03n01_02
81. J.W.Park, (2007). Passenger perceptions of service quality: Korean and Australian case studies. Journal of Air Transport Management, 13(4), 238–242. doi:10.1016/j.jairtraman.2007.04.002
82. J.-W.Park,, R.Robertson,, & C.-L.Wu, (2004). The effect of airline service quality on passengers’ behavioural intentions: A Korean case study. Journal of Air Transport Management, 10(6), 435–439. doi:10.1016/j.jairtraman.2004.06.001
83. Y.Park,, H.Qu,, & H.Lee, (2011). The effects of the image differentiated positioning strategy on airlines consumer behavior: An application of the schema theory. Journalof Travel & Tourism Marketing, 28(5), 498–523. doi:10.1080/10548408.2011.588109
84. G.L.Patzer, (1983). Source credibility as a function of communicator physical attractiveness. Journal of Business Research, 11(2), 229–241. doi:10.1016/0148-2963(83)90030-9
85. J.F.Petrick,, C.Tonner,, & C.Quinn, (2006). The utilization of critical incident technique to examine cruise passengers’ repurchase intentions. Journal of Travel Research, 44(3), 273–280. doi:10.1177/0047287505282944
86. B.Pillsbury, (2012). Innovative Airlines 2012: #7 Virgin America. Retrieved June 9, 2014, from: http://www.airlinetrends.com/2012/05/21/innovative-airlines-2012-virgin-america/
87. M.E.Pullman,, & M.A.Gross, (2004). Ability of experience design elements to elicit emotions and loyalty behaviors. Decision Sciences, 35(3), 551–578. doi:10.1111/deci.2004.35.issue-3
88. H.Qu,, & H.H.J.Im, (2002). A study of southeast Asia tourists’ perceptions of service quality in the San Francisco bay area. Journal of Travel & Tourism Marketing, 13(3), 35–60. doi:10.1080/10548400209511567
89. P.S.Raju, (1980). Optimum stimulation level: Its relationship to personality, demographics, and exploratory behavior. Journal of Consumer Research, 7(3), 272–282.
90. B.Reed, (2014). United Airlines plans to make your tablet the hub of in-flight entertainment. Retrieved June 11, 2014, from: http://bgr.com/2014/03/13/united-airlines-tablet-smartphone-streaming/
91. R.Robinson,, & T.Kearney, (1994). Database marketing for competitive advantage in the airline industry. Journal of Travel & Tourism Marketing, 3(1), 65–82. doi:10.1300/J073v03n01_04
92. G.Roehrich, (2004). Consumer innovativeness: Concepts and measurements. Journal of Business Research, 57(6), 671–677. doi:10.1016/S0148-2963(02)00311-9
93. K.Ryu,, H.-R.Lee,, & W.G.Kim, (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 200–223. doi:10.1108/09596111211206141
94. Y.Stamboulis,, & P.Skayannis, (2003). Innovation strategies and technology for experience-based tourism. Tourism Management, 24(1), 35–43. doi:10.1016/S0261-5177(02)00047-X
95. J.B.E.M.Steenkamp,, & H.Baumgartner, (1992). The role of optimum stimulation level in exploratory consumer behavior. Journal of Consumer Research, 19(3), 434–448.
96. S.S.Sundar,, & S.Kalyanaraman, (2004). Arousal, memory, and impression-formation effects of animation speed in web advertising. Journal of Advertising, 33(1), 7–17. doi:10.1080/00913367.2004.10639152
97. D.Sundaram,, & C.Webster, (2000). The role of nonverbal communication in service encounters. Journal of Services Marketing, 14(5), 378–391. doi:10.1108/08876040010341008
98. D.M.Szymanski,, M.W.Kroff,, & L.C.Troy, (2007). Innovativeness and new product success: Insights from the cumulative evidence. Journal of the Academy of Marketing Science, 35(1), 35–52. doi:10.1007/s11747-006-0014-0
99. K.Tajeddini, (2010). Effect of customer orientation and entrepreneurial orientation on innovativeness: Evidence from the hotel industry in Switzerland. Tourism Management, 31(2), 221–231. doi:10.1016/j.tourman.2009.02.013
100. K.Tajeddini,, & M.Trueman, (2012). Managing Swiss hospitality: How cultural antecedents of innovation and customer-oriented value systems can influence performance in the hotel industry. International Journal of Hospitality Management, 31(4), 1119–1129. doi:10.1016/j.ijhm.2012.01.009
101. M.Tepeci, (1999). Increasing brand loyalty in the hospitality industry. International Journal of Contemporary Hospitality Management, 11(5), 223–230. doi:10.1108/09596119910272757
102. M.J.Tews,, K.Stafford,, & J.Zhu, (2009). Beauty revisited: The impact of attractiveness, ability, and personality, in the assessment of employment suitability. International Journal of Selection and Assessment, 17(1), 92–100. doi:10.1111/ijsa.2009.17.issue-1
103. L.W.Turley,, & R.E.Milliman, (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49(2), 193–211. doi:10.1016/S0148-2963(99)00010-7
104. L.W.Turner,, & Y.Reisinger, (2001). Shopping satisfaction for domestic tourists. Journal of Retailing and Consumer Services, 8(1), 15–27. doi:10.1016/S0969-6989(00)00005-9
105. F.Vigneron,, & L.W.Johnson, (1999). A review and a conceptual framework of prestige-seeking consumer behavior. Academy of Marketing Science Review, 1(1), 1–15.
106. B.Wen,, & C.G.Q.Chi, (2013). Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers. International Journal of Contemporary Hospitality Management, 25(3), 306–327. doi:10.1108/09596111311310991
107. R.Whyte,, B.Prideaux,, & H.Sakata, (2012). The evolution of virgin australia from a low-cost carrier to a full-Service airline–implications for the tourism industry. Advances in Hospitality and Leisure, 8, 215–231.
108. S.L.Wood,, & J.Swait, (2002). Psychological indicators of innovation adoption: Cross-classification based on need for cognition and need for change. Journal of Consumer Psychology, 12(1), 1–13. doi:10.1207/S15327663JCP1201_01
109. A.B.Woszczynski,, P.L.Roth,, & A.H.Segars, (2002). Exploring the theoretical foundations of playfulness in computer interactions. Computers in Human Behavior, 18(4), 369–388. doi:10.1016/S0747-5632(01)00058-9
110. K.B.Wright, (2005). Researching internet-based populations: Advantages and disadbantages of online survey research, online questionnaire authoring software packages, and web survey services. Journal of Computer-mediated Communication, 10(3). doi:10.1111/j.1083-6101.2005.tb00259
111. C.H.Wu,, & R.Liang, (2009). Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants. International Journal of Hospitality Management, 28(4), 586–593. doi:10.1016/j.ijhm.2009.03.008
112. M.Yoshida,, J.D.James,, & J.J.CroninJr., (2013). Sport event innovativeness: Conceptualization, measurement, and its impact on consumer behavior. Sport Management Review, 16(1), 68–84. doi:10.1016/j.smr.2012.03.003
113. V.A.Zeithaml,, L.L.Berry,, & A.Parasuraman, (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46.