메뉴 건너뛰기




Volumn 31, Issue 5, 2019, Pages 2187-2204

Understanding customer-customer rapport in a senior group package context

Author keywords

Elderly tourists; Other customer perceptions; Package travel; Rapport; Tour satisfaction

Indexed keywords


EID: 85067804186     PISSN: 09596119     EISSN: None     Source Type: Journal    
DOI: 10.1108/IJCHM-02-2018-0128     Document Type: Article
Times cited : (26)

References (93)
  • 1
    • 84923059743 scopus 로고    scopus 로고
    • Profiling the segments of senior tourists throughout motivation and travel characteristics
    • Alén, E., Losada, N. and de Carlos, P. (2017), “Profiling the segments of senior tourists throughout motivation and travel characteristics”, Current Issues in Tourism, Vol. 20 No. 14, pp. 1454-1469.
    • (2017) Current Issues in Tourism , vol.20 , Issue.14 , pp. 1454-1469
    • Alén, E.1    Losada, N.2    de Carlos, P.3
  • 2
    • 0034054640 scopus 로고    scopus 로고
    • Quality, satisfaction, and behavioral intentions
    • Baker, D. and Crompton, J. (2000), “Quality, satisfaction, and behavioral intentions”, Annals of Tourism Research, Vol. 27 No. 3, pp. 785-804.
    • (2000) Annals of Tourism Research , vol.27 , Issue.3 , pp. 785-804
    • Baker, D.1    Crompton, J.2
  • 3
    • 85067800549 scopus 로고    scopus 로고
    • Word-of-mouth processes in marketing new products: recent research and future opportunities
    • Golder, P.N. and Mitra, D. and,(Eds), Edward Elgar, Northampton, MA
    • Baker, A.M. and Donthu, N. (2018), “Word-of-mouth processes in marketing new products: recent research and future opportunities”, in Golder, P.N. and Mitra, D. (Eds), Handbook of Research on New Product Development, Edward Elgar, Northampton, MA, pp. 313-335.
    • (2018) Handbook of Research on New Product Development , pp. 313-335
    • Baker, A.M.1    Donthu, N.2
  • 4
    • 70449134034 scopus 로고    scopus 로고
    • Senior pleasure tourists: examination of their demography, travel experience, and travel behavior upon visiting the Bangkok metropolis
    • Batra, A. (2009), “Senior pleasure tourists: examination of their demography, travel experience, and travel behavior upon visiting the Bangkok metropolis”, International Journal of Hospitality and Tourism Administration, Vol. 10 No. 3, pp. 197-212.
    • (2009) International Journal of Hospitality and Tourism Administration , vol.10 , Issue.3 , pp. 197-212
    • Batra, A.1
  • 5
    • 0001091503 scopus 로고
    • Coordinated movement and rapport in teacher-student interactions
    • Bernieri, F.J. (1988), “Coordinated movement and rapport in teacher-student interactions”, Journal of Nonverbal Behavior, Vol. 12 No. 2, pp. 120-138.
    • (1988) Journal of Nonverbal Behavior , vol.12 , Issue.2 , pp. 120-138
    • Bernieri, F.J.1
  • 6
    • 36048973767 scopus 로고
    • Recent developments in role theory
    • Biddle, B.J. (1986), “Recent developments in role theory”, Annual Review of Sociology, Vol. 12 No. 1, pp. 67-92.
    • (1986) Annual Review of Sociology , vol.12 , Issue.1 , pp. 67-92
    • Biddle, B.J.1
  • 7
    • 0001926055 scopus 로고
    • Servicescapes: the impact of physical surroundings on customers and employees
    • Bitner, M.J. (1992), “Servicescapes: the impact of physical surroundings on customers and employees”, Journal of Marketing, Vol. 56 No. 2, pp. 57-71.
    • (1992) Journal of Marketing , vol.56 , Issue.2 , pp. 57-71
    • Bitner, M.J.1
  • 8
    • 84865422260 scopus 로고    scopus 로고
    • Understanding the influence of cues from other customers in the service experience: a scale development and validation
    • Brocato, E.D., Voorhees, C.M. and Baker, J. (2012), “Understanding the influence of cues from other customers in the service experience: a scale development and validation”, Journal of Retailing, Vol. 88 No. 3, pp. 384-398.
    • (2012) Journal of Retailing , vol.88 , Issue.3 , pp. 384-398
    • Brocato, E.D.1    Voorhees, C.M.2    Baker, J.3
  • 9
    • 33750390592 scopus 로고    scopus 로고
    • Rapport management during the exploration phase of the salesperson-customer relationship
    • Campbell, K.S., Davis, L. and Skinner, L. (2006), “Rapport management during the exploration phase of the salesperson-customer relationship”, Journal of Personal Selling and Sales Management, Vol. 26 No. 4, pp. 359-370.
    • (2006) Journal of Personal Selling and Sales Management , vol.26 , Issue.4 , pp. 359-370
    • Campbell, K.S.1    Davis, L.2    Skinner, L.3
  • 10
    • 84926293412 scopus 로고    scopus 로고
    • The impact of tour service performance on tourist satisfaction and behavioral intentions: a study of Chinese tourists in Hong Kong
    • Chan, A., Hsu, C.H. and Baum, T. (2015), “The impact of tour service performance on tourist satisfaction and behavioral intentions: a study of Chinese tourists in Hong Kong”, Journal of Travel and Tourism Marketing, Vol. 32 Nos 1/2, pp. 18-33.
    • (2015) Journal of Travel and Tourism Marketing , vol.32 , Issue.1-2 , pp. 18-33
    • Chan, A.1    Hsu, C.H.2    Baum, T.3
  • 11
    • 84892414115 scopus 로고    scopus 로고
    • Examining the effect of tour guide performance, tourist trust, tourist satisfaction, and flow experience on tourists’ shopping behavior
    • Chang, K.C. (2014), “Examining the effect of tour guide performance, tourist trust, tourist satisfaction, and flow experience on tourists’ shopping behavior”, Asia Pacific Journal of Tourism Research, Vol. 19 No. 2, pp. 219-247.
    • (2014) Asia Pacific Journal of Tourism Research , vol.19 , Issue.2 , pp. 219-247
    • Chang, K.C.1
  • 13
    • 84990317186 scopus 로고    scopus 로고
    • Rethinking service recovery strategies: the effect of rapport on consumer responses to service failure
    • DeWitt, T. and Brady, M.K. (2003), “Rethinking service recovery strategies: the effect of rapport on consumer responses to service failure”, Journal of Service Research, Vol. 6 No. 2, pp. 193-207.
    • (2003) Journal of Service Research , vol.6 , Issue.2 , pp. 193-207
    • DeWitt, T.1    Brady, M.K.2
  • 14
    • 75549116921 scopus 로고
    • Reduction of postoperative pain by encouragement and instruction of patients: a study of doctor-patient rapport
    • Egbert, L.D., Battit, G.E., Welch, C.E. and Bartlett, M.K. (1964), “Reduction of postoperative pain by encouragement and instruction of patients: a study of doctor-patient rapport”, New England Journal of Medicine, Vol. 270 No. 16, pp. 825-827.
    • (1964) New England Journal of Medicine , vol.270 , Issue.16 , pp. 825-827
    • Egbert, L.D.1    Battit, G.E.2    Welch, C.E.3    Bartlett, M.K.4
  • 15
    • 0006303092 scopus 로고
    • Introduction: dress as expression of ethnic identity
    • Eicher, J.B. Ed, Berg, Oxford
    • Eicher, J.B. (1995), “Introduction: dress as expression of ethnic identity”, in Eicher, J.B. (Ed.), Dress and Ethnicity, Berg, Oxford, pp. 1-5.
    • (1995) Dress and Ethnicity , pp. 1-5
    • Eicher, J.B.1
  • 16
    • 58449085930 scopus 로고    scopus 로고
    • Electronic word-of-mouth: a comparison of stated and revealed behavior on electronic discussion boards
    • Fong, J. and Burton, S. (2006), “Electronic word-of-mouth: a comparison of stated and revealed behavior on electronic discussion boards”, Journal of Interactive Advertising, Vol. 6 No. 2, pp. 61-70.
    • (2006) Journal of Interactive Advertising , vol.6 , Issue.2 , pp. 61-70
    • Fong, J.1    Burton, S.2
  • 17
    • 0000009769 scopus 로고
    • Evaluating structural equation models with unobservable variables and measurement error
    • Fornell, C. and Larcker, D.F. (1981), “Evaluating structural equation models with unobservable variables and measurement error”, Journal of Marketing Research, Vol. 18 No. 1, pp. 39-50.
    • (1981) Journal of Marketing Research , vol.18 , Issue.1 , pp. 39-50
    • Fornell, C.1    Larcker, D.F.2
  • 18
    • 77749304356 scopus 로고    scopus 로고
    • Instructor-student and student-student rapport in the classroom
    • Frisby, B.N. and Martin, M.M. (2010), “Instructor-student and student-student rapport in the classroom”, Communication Education, Vol. 59 No. 2, pp. 146-164.
    • (2010) Communication Education , vol.59 , Issue.2 , pp. 146-164
    • Frisby, B.N.1    Martin, M.M.2
  • 22
    • 0002667595 scopus 로고    scopus 로고
    • C-E rapport in service relationships
    • Gremler, D.D. and Gwinner, K.P. (2000), “C-E rapport in service relationships”, Journal of Service Research, Vol. 3 No. 1, pp. 82-104.
    • (2000) Journal of Service Research , vol.3 , Issue.1 , pp. 82-104
    • Gremler, D.D.1    Gwinner, K.P.2
  • 23
    • 51249114960 scopus 로고    scopus 로고
    • Rapport-building behaviors used by retail employees
    • Gremler, D.D. and Gwinner, K.P. (2008), “Rapport-building behaviors used by retail employees”, Journal of Retailing, Vol. 84 No. 3, pp. 308-324.
    • (2008) Journal of Retailing , vol.84 , Issue.3 , pp. 308-324
    • Gremler, D.D.1    Gwinner, K.P.2
  • 24
    • 0035578559 scopus 로고    scopus 로고
    • Generating positive word-of-mouth communication through customer-employee relationships
    • Gremler, D.D., Gwinner, K.P. and Brown, S.W. (2001), “Generating positive word-of-mouth communication through customer-employee relationships”, International Journal of Service Industry Management, Vol. 12 No. 1, pp. 44-59.
    • (2001) International Journal of Service Industry Management , vol.12 , Issue.1 , pp. 44-59
    • Gremler, D.D.1    Gwinner, K.P.2    Brown, S.W.3
  • 25
    • 0040517064 scopus 로고    scopus 로고
    • The impact of other consumers on service experiences: a critical incident examination of getting along
    • Grove, S.J. and Fisk, R.P. (1997), “The impact of other consumers on service experiences: a critical incident examination of getting along”, Journal of Retailing, Vol. 73 No. 1, pp. 63-85.
    • (1997) Journal of Retailing , vol.73 , Issue.1 , pp. 63-85
    • Grove, S.J.1    Fisk, R.P.2
  • 27
    • 84872477205 scopus 로고    scopus 로고
    • The healthcare hotel: distinctive attributes for international medical travelers
    • Han, H. (2013), “The healthcare hotel: distinctive attributes for international medical travelers”, Tourism Management, Vol. 36, pp. 257-268.
    • (2013) Tourism Management , vol.36 , pp. 257-268
    • Han, H.1
  • 28
    • 85021803139 scopus 로고    scopus 로고
    • Key factors maximizing art museum visitors’ satisfaction, commitment, and post-purchase intentions
    • Han, H. and Hyun, S.S. (2017), “Key factors maximizing art museum visitors’ satisfaction, commitment, and post-purchase intentions”, Asia Pacific Journal of Tourism Research, Vol. 22 No. 8, pp. 834-849.
    • (2017) Asia Pacific Journal of Tourism Research , vol.22 , Issue.8 , pp. 834-849
    • Han, H.1    Hyun, S.S.2
  • 29
    • 85034841846 scopus 로고    scopus 로고
    • Role of motivations for luxury cruise traveling, satisfaction, and involvement in building traveler loyalty
    • Han, H. and Hyun, S.S. (2018), “Role of motivations for luxury cruise traveling, satisfaction, and involvement in building traveler loyalty”, International Journal of Hospitality Management, Vol. 70, pp. 75-84.
    • (2018) International Journal of Hospitality Management , vol.70 , pp. 75-84
    • Han, H.1    Hyun, S.S.2
  • 30
    • 85006856315 scopus 로고    scopus 로고
    • Emerging youth tourism: fostering young travelers’ conservation intentions
    • Han, H., Kim, W. and Kiatkawsin, K. (2017), “Emerging youth tourism: fostering young travelers’ conservation intentions”, Journal of Travel and Tourism Marketing, Vol. 34 No. 7, pp. 905-918.
    • (2017) Journal of Travel and Tourism Marketing , vol.34 , Issue.7 , pp. 905-918
    • Han, H.1    Kim, W.2    Kiatkawsin, K.3
  • 31
    • 84979902296 scopus 로고    scopus 로고
    • Bike-traveling as a growing phenomenon: role of attributes, value, satisfaction, desire, and gender in developing loyalty
    • Han, H., Meng, B. and Kim, W. (2017), “Bike-traveling as a growing phenomenon: role of attributes, value, satisfaction, desire, and gender in developing loyalty”, Tourism Management, Vol. 59, pp. 91-103.
    • (2017) Tourism Management , vol.59 , pp. 91-103
    • Han, H.1    Meng, B.2    Kim, W.3
  • 32
    • 84986076325 scopus 로고    scopus 로고
    • E-complaining: a content analysis of an internet complaint forum
    • Harrison-Walker, L.J. (2001), “E-complaining: a content analysis of an internet complaint forum”, Journal of Services Marketing, Vol. 15 No. 5, pp. 397-412.
    • (2001) Journal of Services Marketing , vol.15 , Issue.5 , pp. 397-412
    • Harrison-Walker, L.J.1
  • 33
    • 84992769402 scopus 로고    scopus 로고
    • Understanding relationship marketing outcomes: an integration of relationship benefits and relationship quality
    • Hennig-Thurau, T., Gwinner, K.P. and Gremler, D.D. (2002), “Understanding relationship marketing outcomes: an integration of relationship benefits and relationship quality”, Journal of Service Research, Vol. 4 No. 3, pp. 230-247.
    • (2002) Journal of Service Research , vol.4 , Issue.3 , pp. 230-247
    • Hennig-Thurau, T.1    Gwinner, K.P.2    Gremler, D.D.3
  • 34
    • 85067829792 scopus 로고    scopus 로고
    • Heraldcorp (2017), “Overseas trip new trend based on 5W1H”, available at: http://news.heraldcorp.com/view.php?ud=20170719000938.
    • (2017) Overseas trip new trend based on 5W1H
  • 36
    • 34250221478 scopus 로고    scopus 로고
    • A model of senior tourism motivations-anecdotes from Beijing and Shanghai
    • Hsu, C.H., Cai, L.A. and Wong, K.K. (2007), “A model of senior tourism motivations-anecdotes from Beijing and Shanghai”, Tourism Management, Vol. 28 No. 5, pp. 1262-1273.
    • (2007) Tourism Management , vol.28 , Issue.5 , pp. 1262-1273
    • Hsu, C.H.1    Cai, L.A.2    Wong, K.K.3
  • 37
    • 85043361033 scopus 로고    scopus 로고
    • Detecting common method bias in predicting creative tourists behavioural intention with an illustration of theory of planned behavior
    • Huang, Y.C., Chang, L.L. and Backman, K.F. (2019), “Detecting common method bias in predicting creative tourists behavioural intention with an illustration of theory of planned behavior”, Current Issues in Tourism, Vol. 22 No. 3, pp. 307-329.
    • (2019) Current Issues in Tourism , vol.22 , Issue.3 , pp. 307-329
    • Huang, Y.C.1    Chang, L.L.2    Backman, K.F.3
  • 38
    • 73649139984 scopus 로고    scopus 로고
    • The impact of customer-to-customer interaction on cruise experience and vacation satisfaction
    • Huang, J. and Hsu, H.C. (2010), “The impact of customer-to-customer interaction on cruise experience and vacation satisfaction”, Journal of Travel Research, Vol. 49 No. 1, pp. 79-92.
    • (2010) Journal of Travel Research , vol.49 , Issue.1 , pp. 79-92
    • Huang, J.1    Hsu, H.C.2
  • 39
    • 1042266950 scopus 로고    scopus 로고
    • The measurement of service quality in the tour operating sector: a methodological comparison
    • Hudson, S., Hudson, P. and Miller, G.A. (2004), “The measurement of service quality in the tour operating sector: a methodological comparison”, Journal of Travel Research, Vol. 42 No. 3, pp. 305-312.
    • (2004) Journal of Travel Research , vol.42 , Issue.3 , pp. 305-312
    • Hudson, S.1    Hudson, P.2    Miller, G.A.3
  • 40
    • 85032089130 scopus 로고    scopus 로고
    • Are other customer perceptions important at casino table games? Their impact on emotional responses and word-of-mouth by gender
    • Hwang, J. and Han, H. (2017), “Are other customer perceptions important at casino table games? Their impact on emotional responses and word-of-mouth by gender”, Journal of Travel and Tourism Marketing, Vol. 34 No. 4, pp. 544-555.
    • (2017) Journal of Travel and Tourism Marketing , vol.34 , Issue.4 , pp. 544-555
    • Hwang, J.1    Han, H.2
  • 41
    • 84951973111 scopus 로고    scopus 로고
    • An investigation of the formation of rapport between players and dealers in the casino industry
    • Hwang, J., Han, H. and Choo, S.W. (2016a), “An investigation of the formation of rapport between players and dealers in the casino industry”, Journal of Destination Marketing and Management, Vol. 5 No. 2, pp. 97-106.
    • (2016) Journal of Destination Marketing and Management , vol.5 , Issue.2 , pp. 97-106
    • Hwang, J.1    Han, H.2    Choo, S.W.3
  • 42
    • 84996565685 scopus 로고    scopus 로고
    • The antecedents and consequences of visitors' participation in a private country club community: the moderating role of extraversion
    • Hwang, J., Han, H. and Hyun, S.S. (2016b), “The antecedents and consequences of visitors' participation in a private country club community: the moderating role of extraversion”, Journal of Destination Marketing and Management, Vol. 7, pp. 89-100.
    • (2016) Journal of Destination Marketing and Management , vol.7 , pp. 89-100
    • Hwang, J.1    Han, H.2    Hyun, S.S.3
  • 43
    • 84874448001 scopus 로고    scopus 로고
    • The role of server-patron mutual disclosure in the formation of rapport with and revisit intentions of patrons at full-service restaurants: the moderating roles of marital status and educational level
    • Hwang, J., Kim, S.S. and Hyun, S.S. (2013), “The role of server-patron mutual disclosure in the formation of rapport with and revisit intentions of patrons at full-service restaurants: the moderating roles of marital status and educational level”, International Journal of Hospitality Management, Vol. 33, pp. 64-75.
    • (2013) International Journal of Hospitality Management , vol.33 , pp. 64-75
    • Hwang, J.1    Kim, S.S.2    Hyun, S.S.3
  • 44
    • 0033434892 scopus 로고    scopus 로고
    • Filial piety and loyalty: two types of social identification in confucianism
    • Hwang, K.K. (1999), “Filial piety and loyalty: two types of social identification in confucianism”, Asian Journal of Social Psychology, Vol. 2 No. 1, pp. 163-183.
    • (1999) Asian Journal of Social Psychology , vol.2 , Issue.1 , pp. 163-183
    • Hwang, K.K.1
  • 45
    • 84912127105 scopus 로고    scopus 로고
    • Luxury cruise travelers: other customer perceptions
    • Hyun, S.S. and Han, H. (2015), “Luxury cruise travelers: other customer perceptions”, Journal of Travel Research, Vol. 54 No. 1, pp. 107-121.
    • (2015) Journal of Travel Research , vol.54 , Issue.1 , pp. 107-121
    • Hyun, S.S.1    Han, H.2
  • 46
    • 84899131856 scopus 로고    scopus 로고
    • Identifying optimal rapport-building behaviors in inducing patron’s emotional attachment in luxury restaurants
    • Hyun, S.S. and Kim, I. (2014), “Identifying optimal rapport-building behaviors in inducing patron’s emotional attachment in luxury restaurants”, Journal of Hospitality and Tourism Research, Vol. 38 No. 2, pp. 162-198.
    • (2014) Journal of Hospitality and Tourism Research , vol.38 , Issue.2 , pp. 162-198
    • Hyun, S.S.1    Kim, I.2
  • 47
    • 0000678266 scopus 로고
    • A framework for comparing customer satisfaction across individuals and product categories
    • Johnson, M.D. and Fornell, C. (1991), “A framework for comparing customer satisfaction across individuals and product categories”, Journal of Economic Psychology, Vol. 12 No. 2, pp. 267-286.
    • (1991) Journal of Economic Psychology , vol.12 , Issue.2 , pp. 267-286
    • Johnson, M.D.1    Fornell, C.2
  • 49
    • 84907087780 scopus 로고    scopus 로고
    • Tourism experience and quality of life among elderly tourists
    • Kim, H., Woo, E. and Uysal, M. (2015), “Tourism experience and quality of life among elderly tourists”, Tourism Management, Vol. 46, pp. 465-476.
    • (2015) Tourism Management , vol.46 , pp. 465-476
    • Kim, H.1    Woo, E.2    Uysal, M.3
  • 50
    • 0037310413 scopus 로고    scopus 로고
    • Segmenting the market of West Australian senior tourists using an artificial neural network
    • Kim, J., Wei, S. and Ruys, H. (2003), “Segmenting the market of West Australian senior tourists using an artificial neural network”, Tourism Management, Vol. 24 No. 1, pp. 25-34.
    • (2003) Tourism Management , vol.24 , Issue.1 , pp. 25-34
    • Kim, J.1    Wei, S.2    Ruys, H.3
  • 51
    • 84942851215 scopus 로고    scopus 로고
    • The effect of social capital and altruism on seniors’ revisit intention to social network sites for tourism-related purposes
    • Kim, M.J., Lee, C.K. and Bonn, M. (2016), “The effect of social capital and altruism on seniors’ revisit intention to social network sites for tourism-related purposes”, Tourism Management, Vol. 53, pp. 96-107.
    • (2016) Tourism Management , vol.53 , pp. 96-107
    • Kim, M.J.1    Lee, C.K.2    Bonn, M.3
  • 52
    • 74849139553 scopus 로고    scopus 로고
    • Customer orientation of service employees and rapport: influences on service-outcome variables in full-service restaurants
    • Kim, W. and Ok, C. (2010), “Customer orientation of service employees and rapport: influences on service-outcome variables in full-service restaurants”, Journal of Hospitality and Tourism Research, Vol. 34 No. 1, pp. 34-55.
    • (2010) Journal of Hospitality and Tourism Research , vol.34 , Issue.1 , pp. 34-55
    • Kim, W.1    Ok, C.2
  • 53
    • 79955482505 scopus 로고    scopus 로고
    • The impact of tour quality and tourist satisfaction on tourist loyalty: the case of Chinese tourists in Korea
    • Lee, S., Jeon, S. and Kim, D. (2011), “The impact of tour quality and tourist satisfaction on tourist loyalty: the case of Chinese tourists in Korea”, Tourism Management, Vol. 32 No. 5, pp. 1115-1124.
    • (2011) Tourism Management , vol.32 , Issue.5 , pp. 1115-1124
    • Lee, S.1    Jeon, S.2    Kim, D.3
  • 54
    • 0033924583 scopus 로고    scopus 로고
    • Perceived safety as an important quality dimension among senior tourists
    • Lindqvist, L.J. and Björk, P. (2000), “Perceived safety as an important quality dimension among senior tourists”, Tourism Economics, Vol. 6 No. 2, pp. 151-158.
    • (2000) Tourism Economics , vol.6 , Issue.2 , pp. 151-158
    • Lindqvist, L.J.1    Björk, P.2
  • 55
    • 38349087698 scopus 로고    scopus 로고
    • Senior travellers: tourism activities and shopping behaviours
    • Littrell, M.A., Paige, R.C. and Song, K. (2004), “Senior travellers: tourism activities and shopping behaviours”, Journal of Vacation Marketing, Vol. 10 No. 4, pp. 348-362.
    • (2004) Journal of Vacation Marketing , vol.10 , Issue.4 , pp. 348-362
    • Littrell, M.A.1    Paige, R.C.2    Song, K.3
  • 57
    • 84953259167 scopus 로고    scopus 로고
    • Service quality and price perception of service: influence on word-of-mouth and revisit intention
    • Liu, C.H.S. and Lee, T. (2016), “Service quality and price perception of service: influence on word-of-mouth and revisit intention”, Journal of Air Transport Management, Vol. 52, pp. 42-54.
    • (2016) Journal of Air Transport Management , vol.52 , pp. 42-54
    • Liu, C.H.S.1    Lee, T.2
  • 58
    • 9644282471 scopus 로고
    • The effect of leadership style on satisfaction levels of tour quality
    • Lopez, E.M. (1980), “The effect of leadership style on satisfaction levels of tour quality”, Journal of Travel Research, Vol. 18 No. 4, pp. 20-23.
    • (1980) Journal of Travel Research , vol.18 , Issue.4 , pp. 20-23
    • Lopez, E.M.1
  • 59
    • 84993029749 scopus 로고    scopus 로고
    • The role of rapport in professional services: antecedents and outcomes
    • Macintosh, G. (2009), “The role of rapport in professional services: antecedents and outcomes”, Journal of Services Marketing, Vol. 23 No. 2, pp. 70-78.
    • (2009) Journal of Services Marketing , vol.23 , Issue.2 , pp. 70-78
    • Macintosh, G.1
  • 60
    • 0030555497 scopus 로고    scopus 로고
    • Consumer-to-consumer relationships: satisfaction with other consumers’ public behavior
    • Martin, C.L. (1996), “Consumer-to-consumer relationships: satisfaction with other consumers’ public behavior”, Journal of Consumer Affairs, Vol. 30 No. 1, pp. 146-169.
    • (1996) Journal of Consumer Affairs , vol.30 , Issue.1 , pp. 146-169
    • Martin, C.L.1
  • 61
    • 44949245458 scopus 로고
    • Compatibility management: customer-to-customer relationships in service environments
    • Martin, C.L. and Pranter, C.A. (1989), “Compatibility management: customer-to-customer relationships in service environments”, Journal of Services Marketing, Vol. 3 No. 3, pp. 5-15.
    • (1989) Journal of Services Marketing , vol.3 , Issue.3 , pp. 5-15
    • Martin, C.L.1    Pranter, C.A.2
  • 62
    • 38349087698 scopus 로고    scopus 로고
    • Senior travelers: tourism activities and shopping behaviors
    • Mary, A.L., Roaslind, C.P. and Kun, S. (2004), “Senior travelers: tourism activities and shopping behaviors”, Journal of Vacation Marketing, Vol. 10 No. 4, pp. 348-362.
    • (2004) Journal of Vacation Marketing , vol.10 , Issue.4 , pp. 348-362
    • Mary, A.L.1    Roaslind, C.P.2    Kun, S.3
  • 65
    • 28044437723 scopus 로고    scopus 로고
    • The impact of customer-to-customer interactions in a high personal contact service setting
    • Moore, R., Moore, M.L. and Capella, M. (2005), “The impact of customer-to-customer interactions in a high personal contact service setting”, Journal of Services Marketing, Vol. 19 No. 7, pp. 482-491.
    • (2005) Journal of Services Marketing , vol.19 , Issue.7 , pp. 482-491
    • Moore, R.1    Moore, M.L.2    Capella, M.3
  • 66
    • 70349797790 scopus 로고    scopus 로고
    • The effect of brand class, brand awareness, and price on customer value and behavioral intentions
    • Oh, H. (2000), “The effect of brand class, brand awareness, and price on customer value and behavioral intentions”, Journal of Hospitality and Tourism Research, Vol. 24 No. 2, pp. 136-162.
    • (2000) Journal of Hospitality and Tourism Research , vol.24 , Issue.2 , pp. 136-162
    • Oh, H.1
  • 67
    • 35348865457 scopus 로고    scopus 로고
    • Measuring experience economy concepts: tourism applications
    • Oh, H., Fiore, A.M. and Jeong, M. (2007), “Measuring experience economy concepts: tourism applications”, Journal of Travel Research, Vol. 46 No. 2, pp. 119-132.
    • (2007) Journal of Travel Research , vol.46 , Issue.2 , pp. 119-132
    • Oh, H.1    Fiore, A.M.2    Jeong, M.3
  • 68
    • 0000396442 scopus 로고
    • A cognitive model of the antecedents and consequences of satisfaction decisions
    • Oliver, R.L. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. 17 No. 4, pp. 460-469.
    • (1980) Journal of Marketing Research , vol.17 , Issue.4 , pp. 460-469
    • Oliver, R.L.1
  • 69
    • 84859171057 scopus 로고    scopus 로고
    • The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions
    • Ryu, K., Lee, H.R. and Kim, W.G. (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, Vol. 24 No. 2, pp. 200-223.
    • (2012) International Journal of Contemporary Hospitality Management , vol.24 , Issue.2 , pp. 200-223
    • Ryu, K.1    Lee, H.R.2    Kim, W.G.3
  • 70
    • 85007291252 scopus 로고    scopus 로고
    • Food safety in Thailand: a comparison between inbound senior and non-senior tourists
    • Sirigunna, J. (2015), “Food safety in Thailand: a comparison between inbound senior and non-senior tourists”, Procedia-Social and Behavioral Sciences, Vol. 197, pp. 2115-2119.
    • (2015) Procedia-Social and Behavioral Sciences , vol.197 , pp. 2115-2119
    • Sirigunna, J.1
  • 71
    • 1842663410 scopus 로고    scopus 로고
    • Customer satisfaction and its consequences on customer behavior revisited
    • Söderlund, M. (1998), “Customer satisfaction and its consequences on customer behavior revisited”, International Journal of Service Industry Management, Vol. 9 No. 2, pp. 169-188.
    • (1998) International Journal of Service Industry Management , vol.9 , Issue.2 , pp. 169-188
    • Söderlund, M.1
  • 72
    • 0030486062 scopus 로고    scopus 로고
    • A reexamination of the determinants of consumer satisfaction
    • Spreng, R.A., MacKenzie, S.B. and Olshavsky, R.W. (1996), “A reexamination of the determinants of consumer satisfaction”, The Journal of Marketing, Vol. 60 No. 3, pp. 15-32.
    • (1996) The Journal of Marketing , vol.60 , Issue.3 , pp. 15-32
    • Spreng, R.A.1    MacKenzie, S.B.2    Olshavsky, R.W.3
  • 73
    • 85041131396 scopus 로고    scopus 로고
    • Dress for success: the effect of exhibitors’ dress conformity and self-construal on attendees’ approach behavior
    • Sun, J., Choi, C. and Bai, B. (2018), “Dress for success: the effect of exhibitors’ dress conformity and self-construal on attendees’ approach behavior”, Journal of Travel and Tourism Marketing, Vol. 35 No. 6, pp. 706-714.
    • (2018) Journal of Travel and Tourism Marketing , vol.35 , Issue.6 , pp. 706-714
    • Sun, J.1    Choi, C.2    Bai, B.3
  • 74
    • 85057267914 scopus 로고    scopus 로고
    • Statistics Korea (2017), “2017 Elderly people statistics”, available at: http://kostat.go.kr/portal/korea/kor_nw/2/1/index.board?bmode=read&bSeq=&aSeq=363362&pageNo=1&rowNum=10&navCount=10&currPg=&sTarget=title&sTxt=
    • (2017) 2017 Elderly people statistics
  • 75
    • 85067832953 scopus 로고    scopus 로고
    • Word-of-mouth marketing
    • MacGeorge, E.L. and Van Swol, L.M.,(Eds), Oxford University Press, New York, NY
    • Sweeney, J.C. (2018), “Word-of-mouth marketing”, in MacGeorge, E.L. and Van Swol, L.M. (Eds), The Oxford Handbook of Advice, Oxford University Press, New York, NY, pp. 343-362.
    • (2018) The Oxford Handbook of Advice , pp. 343-362
    • Sweeney, J.C.1
  • 76
    • 0001868677 scopus 로고
    • The social identity theory of intergroup behavior
    • Worchel, S. and Austin, W.G. and,(Eds), 2nd ed., Nelson-Hall, Chicago
    • Tajfel, H. and Turner, J.C. (1985), “The social identity theory of intergroup behavior”, in Worchel, S. and Austin, W.G. (Eds), Psychology of Intergroup Relations, 2nd ed., Nelson-Hall, Chicago, pp. 7-24.
    • (1985) Psychology of Intergroup Relations , pp. 7-24
    • Tajfel, H.1    Turner, J.C.2
  • 77
    • 43949153571 scopus 로고
    • An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions
    • Taylor, S.A. and Baker, T.L. (1994), “An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions”, Journal of Retailing, Vol. 70 No. 2, pp. 163-178.
    • (1994) Journal of Retailing , vol.70 , Issue.2 , pp. 163-178
    • Taylor, S.A.1    Baker, T.L.2
  • 78
    • 85067785849 scopus 로고    scopus 로고
    • The United Nations (2018), “Ageing”, available at: www.un.org/en/sections/issues-depth/ageing/.
    • (2018) Ageing
  • 79
    • 78149372422 scopus 로고    scopus 로고
    • Beauty as a tool: the effect of modelo attractiveness, product relevance, and elaboration likelihood on advertising effectiveness
    • Trampe, D., Stapel, D.A., Siero, F.W. and Mulder, H. (2010), “Beauty as a tool: the effect of modelo attractiveness, product relevance, and elaboration likelihood on advertising effectiveness”, Psychology and Marketing, Vol. 2 No. 12, pp. 1101-1121.
    • (2010) Psychology and Marketing , vol.2 , Issue.12 , pp. 1101-1121
    • Trampe, D.1    Stapel, D.A.2    Siero, F.W.3    Mulder, H.4
  • 80
    • 85052239427 scopus 로고    scopus 로고
    • Social identity theory and self-categorization theory
    • Rössler, P., Hoffner, C.A. and van Zoonen, L. and,(Eds), John Wiley and Sons, London
    • Trepte, S. and Loy, L.S. (2017), “Social identity theory and self-categorization theory”, in Rössler, P., Hoffner, C.A. and van Zoonen, L. (Eds), The International Encyclopedia of Media Effects, John Wiley and Sons, London, pp. 1-13.
    • (2017) The International Encyclopedia of Media Effects , pp. 1-13
    • Trepte, S.1    Loy, L.S.2
  • 81
    • 85042190420 scopus 로고    scopus 로고
    • Social identifications in organizational behavior
    • Ferris, D.L. Johnson, R.E. and Sedikides, C. and,(Eds), Routledge, Oxford
    • Van Knippenberg, D. and Hogg, M.A. (2018), “Social identifications in organizational behavior”, in Ferris, D.L. Johnson, R.E. and Sedikides, C. (Eds), The Self at Work: Fundamental Theory and Research, Routledge, Oxford, pp. 72-90.
    • (2018) The Self at Work: Fundamental Theory and Research , pp. 72-90
    • Van Knippenberg, D.1    Hogg, M.A.2
  • 82
    • 84877664022 scopus 로고    scopus 로고
    • Exploring corporate ability and social responsibility associations as antecedents of customer satisfaction cross-culturally
    • Walsh, G. and Bartikowski, B. (2013), “Exploring corporate ability and social responsibility associations as antecedents of customer satisfaction cross-culturally”, Journal of Business Research, Vol. 66 No. 8, pp. 989-995.
    • (2013) Journal of Business Research , vol.66 , Issue.8 , pp. 989-995
    • Walsh, G.1    Bartikowski, B.2
  • 83
    • 84877662315 scopus 로고    scopus 로고
    • Seniors’ perceptions of service features on outbound group package tours
    • Wang, K.C., Ma, A.P., Hsu, M.T., Jao, P.C. and Lin, C.W. (2013), “Seniors’ perceptions of service features on outbound group package tours”, Journal of Business Research, Vol. 66 No. 8, pp. 1021-1027.
    • (2013) Journal of Business Research , vol.66 , Issue.8 , pp. 1021-1027
    • Wang, K.C.1    Ma, A.P.2    Hsu, M.T.3    Jao, P.C.4    Lin, C.W.5
  • 85
    • 0000922949 scopus 로고
    • Product/consumption-based affective responses and postpurchase processes
    • Westbrook, R.A. (1987), “Product/consumption-based affective responses and postpurchase processes”, Journal of Marketing Research, Vol. 24 No. 3, pp. 258-270.
    • (1987) Journal of Marketing Research , vol.24 , Issue.3 , pp. 258-270
    • Westbrook, R.A.1
  • 86
    • 0040933225 scopus 로고
    • The implementation of total quality management in tourism: some guidelines
    • Witt, C.A. and Muhlemann, A.P. (1994), “The implementation of total quality management in tourism: some guidelines”, Tourism Management, Vol. 15 No. 6, pp. 416-424.
    • (1994) Tourism Management , vol.15 , Issue.6 , pp. 416-424
    • Witt, C.A.1    Muhlemann, A.P.2
  • 88
    • 34548293738 scopus 로고    scopus 로고
    • The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service-the service encounter prospective
    • Wu, C.H. (2007), “The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service-the service encounter prospective”, Tourism Management, Vol. 28 No. 6, pp. 1518-1528.
    • (2007) Tourism Management , vol.28 , Issue.6 , pp. 1518-1528
    • Wu, C.H.1
  • 91
    • 41649112685 scopus 로고
    • Structural equation modeling in practice: a review and recommended two-step approach
    • Anderson, J.C. and Gerbing, D.G. (1988), “Structural equation modeling in practice: a review and recommended two-step approach”, Psychological Bulletin, Vol. 103 No. 3, pp. 411-423.
    • (1988) Psychological Bulletin , vol.103 , Issue.3 , pp. 411-423
    • Anderson, J.C.1    Gerbing, D.G.2
  • 92
    • 0003010471 scopus 로고
    • Social identity theory and the organization
    • Ashforth, B.E. and Mael, F. (1989), “Social identity theory and the organization”, Academy of Management Review, Vol. 14 No. 1, pp. 20-39.
    • (1989) Academy of Management Review , vol.14 , Issue.1 , pp. 20-39
    • Ashforth, B.E.1    Mael, F.2
  • 93
    • 0013285193 scopus 로고    scopus 로고
    • A theoretical context for adult temperament
    • Wachs T.D. and Kohnstamm, G.A. and Eds, Lawrence Erlbaum, Mahwah, NJ
    • Costa, P.T., Jr and McCrae, R.R. (2001), “A theoretical context for adult temperament”, in Wachs T.D. and Kohnstamm, G.A. (Eds), Temperament in Context, Lawrence Erlbaum, Mahwah, NJ.
    • (2001) Temperament in Context
    • Costa, P.T.1    McCrae, R.R.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.