Exploring non-linear effects of determinants on tourists' satisfaction

International Journal of Culture, Tourism and Hospitality Research

Volumn 3, Issue 2, 2009, Pages 127-138

  Campo, Sara ^a   Jesús Yagüe, María ^a  

^a UNIVERSIDAD AUTÓNOMA DE MADRID   (Spain)

Author keywords

Customer satisfaction; Customer service quality; Perception; Prices; Tourism

Indexed keywords

EID: 84993003258     PISSN: 17506182     EISSN: None     Source Type: Journal    
DOI: 10.1108/17506180910962131     Document Type: Article

References (44)

1. Anderson, E.W. and Sullivan, M.W. (1993), “The antecedents and consequences of customer satisfaction for firms”, Marketing Science, Vol. 12 No. 2, pp. 125-42.
2. Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), “Customer satisfaction, market share and profitability: findings from Sweden”, Journal of Marketing, Vol. 58, July, pp. 53-66.
3. Andreassen, W. and Lindestand, B. (1998), “Customer loyalty and complex service. The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise”, International Journal of Service Industry Management, Vol. 9 No. 1, pp. 7-23.
4. Baker, D.A. and Crompton, J.L. (2000), “Quality, satisfaction and behavioral intentions”, Annals of Tourism Research, Vol. 27 No. 3, pp. 785-804.
5. Cadotte, E.R., Woodruff, R.B. and Jenkins, R.L. (1987), “Expectations and norms in models of consumer satisfaction”, Journal of Marketing Research, Vol. 24, August, pp. 305-14.
6. Campo, S. (2004), “Las promociones en precios en el mercado turístico: Efectos sobre la formación de la lealtad del consumidor a la marca y al punto de venta”, tesis doctoral, Universidad Autónoma de Madrid, Madrid.
7. Campo, S. and Yagüe, M.J. (2006), “Effects of price promotion on the tourist's satisfaction”, Proceedings of the 24th Eurochrie Congress: In Search of Excellence for Tomorrow's Tourism, Travel and Hospitality, Thessaloniki, October, 25-28.
8. Campo, S. and Yagüe, M.J. (2007), “The effect of price promotions on the perceived price”, International Journal of Service Industry Management, Vol. 18 No. 3, pp. 269-86.
9. Chen, I.J., Gupta, A. and Rom, W. (1994), “A study of price and quality in service operations”, International Journal of Service Industry Management, Vol. 5 No. 2, pp. 23-33.
10. Churchill, G.A. and Surprenant, C. (1982), “An investigation into the determinants of customer satisfaction”, Journal of Marketing Research, Vol. 19, November, pp. 491-504.
11. Cronin, J.J. and Taylor, S.A. (1992), “Measuring service quality: a re-examination and extension”, Journal of Marketing, Vol. 56 No. 3, pp. 55-68.
12. Cronin, J.J., Brandy, M.K. and Hult, G.T.M. (2000), “Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments”, Journal of Retailing, Vol. 76 No. 2, pp. 193-218.
13. Dodds, W.B., Monroe, K.B. and Grewal, D. (1991), “Effects of price, brand, and store information on buyers' product evaluations”, Journal of Marketing Research, Vol. 28 No. 3, pp. 307-18.
14. Fornell, C. (1992), “A national customer satisfaction barometer: the Swedish experience”, Journal of Marketing, Vol. 56, January, pp. 6-21.
15. Gotlieb, J.B., Grewal, D. and Brown, S.W. (1994), “Consumer satisfaction and perceived quality: complementary or divergent constructs?”, Journal of Applied Psychology, Vol. 79 No. 6, pp. 875-85.
16. Gupta, K. and Stewart, D.W. (1996), “Customer satisfaction and customer behaviour: the differential role of brand and category expectations”, Marketing Letters, Vol. 7 No. 3, pp. 249-63.
17. Hallowell, R. (1996), “The relationship of customer satisfaction, customer loyalty, and profitability: an empirical study”, International Journal of Service Industry Management, Vol. 7 No. 4, pp. 27-42.
18. Hunt, H.K. (1977), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Marketing Science Institute, Cambridge, MA.
19. Kahneman, D. and Tversky, A. (1979), “Prospect theory: an analysis of decision under risk”, Econometrica, Vol. 47 No. 2, pp. 263-91.
20. Kumar, V., Karande, K. and Reinartz, W.J. (1998), “The impact of internal and external reference prices on brand choice: the moderating role of contextual variables”, Journal of Retailing, Vol. 74 No. 3, pp. 401-26.
21. Oh, H. (1999), “Service quality, customer satisfaction, and customer value: a holistic perspective”, International Journal of Hospitality Management, Vol. 18 No. 1, pp. 67-82.
22. Oliver, R. (1980), “A cognitive model of the antecedents and consequences of satisfaction decision”, Journal of Marketing Research, Vol. 17 No. 4, pp. 46-9.
23. Oliver, R. (1981), “Measurement and evaluation of satisfaction processes in retail settings”, Journal of Retailing, Vol. 57 No. 3, pp. 25-48.
24. Oliver, R. and DeSarbo, W. (1988), “Response determinants in satisfaction judgments”, Journal of Consumer Research, Vol. 14, March, pp. 495-507.
25. Pedraja, M. and Yagüe, M.J. (2000), “The role of the internal reference price in the perception of the sales price: an application to the restaurant's services”, Journal of Hospitality and Leisure Marketing, Vol. 7 No. 3, pp. 3-22.
26. Pedraja, M. and Yagüe, M.J. (2004), “Perceived quality and price: their impact on the satisfaction of restaurant customers”, International Journal of Contemporary Hospitality Management, Vol. 16 No. 6, pp. 373-9.
27. Rajendran, K.N. and Tellis, G.J. (1994), “Contextual and temporal components of reference price”, Journal of Marketing, Vol. 58, January, pp. 22-34.
28. Rao, A.R. and Monroe, K.B. (1989), “The effect of price, brand name, and store name on buyers' perceptions of product quality: an integrative review”, Journal of Marketing Research, Vol. 26, August, pp. 351-7.
29. Soderlund, M. (1998), “Customer satisfaction and its consequences on customer behaviour revisited. The impact of different levels of satisfaction on word-of-mouth, feedback to the supplier and loyalty”, International Journal of Service Industry Management, Vol. 9 No. 2, p. 169.
30. Streukens, S. and de Ruyter, K. (2004), “Reconsidering nonlinearity and asymmetry in customer satisfaction and loyalty models: an empirical study in three retail service setting”, Marketing Letters, Vol. 15 Nos 2/3, pp. 99-111.
31. Teas, R.K. and Agarwal, S. (2000), “The effects of extrinsic product cues on consumers' perceptions of quality, sacrifice, and value”, Journal of Academy of Marketing Science, Vol. 28 No. 2, pp. 278-90.
32. Voss, G.B., Parasuraman, A. and Grewal, D. (1998), “The roles of price, performance and expectations in determining satisfaction in services exchanges”, Journal of Marketing, Vol. 62 No. 4, pp. 46-61.
33. Westbrook, R.A. (1987), “Product/consumption-based affective responses and postpurchase processes”, Journal of Marketing Research, Vol. 24, August, pp. 258-70.
34. Yi, Y. and La, S. (2003), “The moderating role of confidence in expectations and the asymmetric influence of disconfirmation on customer satisfaction”, The Service Industries Journal, Vol. 23 No. 5, pp. 20-47.
35. Yu, Y. and Dean, A. (2001), “The contribution of emotional satisfaction to consumer loyalty”, International Journal of Service Industry Management, Vol. 12 No. 3, pp. 234-50.
36. Zeithaml, V.A. (1988), “Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence”, Journal of Marketing, Vol. 52, July, pp. 2-22.
37. Zins, A.H. (2001), “Relative attitudes and commitment in customer loyalty models”, International Journal of Service Industry Management, Vol. 12 No. 3, pp. 269-94.
38. Gardner, D.M. (1971), “Is there a generalized price-quality relationship?”, Journal of Marketing Research, Vol. 8, May, pp. 241-3.
39. Middleton, V.T.C. (1994), Marketing in Travel and Tourism, 2nd ed., Butterworth Heinemann, Oxford.
40. Rao, A.R. and Monroe, K.B. (1988), “The moderating effect of prior knowledge on cue utilization in product evaluations”, Journal of Consumer Research, Vol. 15, pp. 253-61.
41. Steenkamp, J.-B.E.M., Hofstede, F. and Wedel, M. (1999), “A cross-national investigation into the individual and national cultural antecedents of consumer innovativeness”, Journal of Marketing, Vol. 63, April, pp. 55-69.
42. Venkataraman, V.K. (1981), “The price-quality relationship in an experimental setting”, Journal of Advertising Research, Vol. 21, pp. 49-52.
43. Westbrook, R.A. (1980), “A rating scale for measuring product/service satisfaction”, Journal of Marketing, Vol. 44, Fall, pp. 68-72.
44. Westbrook, R.A. (1981), “Source of consumer satisfaction with retail outlets”, Journal of Retailing, Vol. 57, Fall, pp. 68-75.