The Role of Service Quality, Perceived Value, and Relationship Quality in Enhancing Customer Loyalty in the Travel Agency Sector

REFERENCES

• Ainscough, T. L. (2005). The effect of brand, agent, and price on consumer evaluation of travel services. Journal of Travel and Tourism Marketing, 19(1), 39–48. doi:10.1300/J073v19n01_04
   Google Scholar
• Anderson, J. C., & Gerbing, D. W. (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
   Web of Science ®Google Scholar
• Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex services: 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, 9(1), 7–23. doi:10.1108/09564239810199923
   Google Scholar
• Augustyn, M., & Ho, S. K. (1998). Service quality and tourism. Journal of Travel Research, 37(1), 71–75. doi:10.1177/004728759803700110
   Google Scholar
• Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: Measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20(4), 644–656. doi:10.1086/209376
   Web of Science ®Google Scholar
• Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785–804. doi:10.1016/S0160-7383(99)00108-5
   Web of Science ®Google Scholar
• Baker, T. L., Simpson, P. M., & Siguaw, J. A. (1999). The impact of suppliers’ perceptions of reseller market orientation on key relationship constructs. Journal of the Academy of Marketing Science, 27(1), 50–57. doi:10.1177/0092070399271004
   Web of Science ®Google Scholar
• Baloglu, S. (2002). Dimensions of customer loyalty: Separating friends from well wishers. The Cornell Hotel and Restaurant Administration Quarterly, 43(1), 47–59. doi:10.1016/S0010-8804(02)80008-8
   Google Scholar
• Bansal, H. S., Irving, P. G., & Taylor, S. F. (2004). A three-component model of customer to service providers. Journal of the Academy of Marketing Science, 32(3), 234–250. doi:10.1177/0092070304263332
   Web of Science ®Google Scholar
• Bentler, P. M., & Chou, C. P. (1987). Practical issues in structural modeling. Sociological Methods and Research, 16(1), 78–117. doi:10.1177/0049124187016001004
   Web of Science ®Google Scholar
• Bentler, P. M. (1990). Comparative fit indexes in structural models. Psychological Bulletin, 107(2), 238–246. doi:10.1037/0033-2909.107.2.238
   PubMed Web of Science ®Google Scholar
• Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73(3), 383–406. doi:10.1016/S0022-4359(97)90024-5
   Web of Science ®Google Scholar
• Bitner, M. J., & Booms, B. H. (1981). Deregulation and the future of the U.S. travel agent industry. Journal of Travel Research, 20(2), 2–7. doi:10.1177/004728758102000201
   Google Scholar
• Bolton, R. N., & Drew, J. L. (1991). A multistage model of customer assessments of service quality and value. Journal of Consumer Research, 17(4), 375–384.
   Web of Science ®Google Scholar
• Brady, M., & Cronin, J. (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
   Web of Science ®Google Scholar
• Brown, S. A. (2001). Customer relationship management. New York, NY: John Wiley & Sons.
   Google Scholar
• Browne, M. W., & Cudeck, R. (1993). Alternative ways of assessing model fit. In K. Bollen, & J. Long (Eds.), Testing structural equation models (pp. 136–162). Newbury Park, CA: Sage.
   Google Scholar
• Bultena, G. L., & Klessig, L. L. (1969). Satisfaction in camping: A conceptualization and guide to social research. Journal of Marketing Research, 24(4), 348–364.
   Google Scholar
• Caro, L. M., & García, J. A. M. (2008). Developing a multidimensional and hierarchical service quality model for the travel agency industry. Tourism Management, 29(4), 706–720. doi:10.1016/j.tourman.2007.07.014
   Web of Science ®Google Scholar
• Case, J., & Useem, J. (1996). Six characters in search of a strategy. Strategic Planning Article Inc.com, 18(3), 46–55.
   Google Scholar
• Chadee, D., & Mattsson, J. (1996). An empirical assessment of customer satisfaction in tourism. The Service Industries Journal, 16(3), 305–320. doi:10.1080/02642069600000030
   Web of Science ®Google Scholar
• Chang, K. C., Chen, M. C., & Hsu, C. L. (2010). Applying loss aversion to assess the effect of customers’ asymmetric responses to service quality on post-dining behavioral intentions: An empirical survey in the restaurant sector. International Journal of Hospitality Management, 29(4), 620–631. doi:10.1016/j.ijhm.2009.11.004
   Web of Science ®Google Scholar
• 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, 19(2), 219–17.
   Web of Science ®Google Scholar
• Chen, C. F., & Kao, Y. L. (2010). Relationships between process quality, outcome quality, satisfaction, and behavioural intentions for online travel agencies – evidence from Taiwan. The Service Industries Journal, 30(12), 2081–2092. doi:10.1080/02642060903191108
   Web of Science ®Google Scholar
• Chonko, L. B. (1986). Organizational commitment in the sales force. Journal of Personal Selling and Sales Management, 6(3), 19–27.
   Google Scholar
• Clemes, M. D., Gan, C., & Ren, M. (2011). Synthesizing the effects of service quality, value, and customer satisfaction on behavioral intentions in the motel industry: An empirical analysis. Journal of Hospitality and Tourism Research, 35(4), 530–568. doi:10.1177/1096348010382239
   Web of Science ®Google Scholar
• Coulter, K. S. (2002). The effects of travel agent characteristics on the development of trust: A contingency view. Journal of Travel and Tourism Marketing, 11(4), 67–85. doi:10.1300/J073v11n04_05
   Google Scholar
• Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. doi:10.1016/S0022-4359(00)00028-2
   Web of Science ®Google Scholar
• Cronin Jr, J. J., Brady, M. K., Brand, R. R., Hightower Jr, R., & Shemwell, D.J. (1997). A cross-sectional test of the effect and conceptualization of service value. Journal of Services Marketing, 11(6), 375–391. doi:10.1108/08876049710187482
   Google Scholar
• Cronin, J. J., & Taylor, S. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56(3), 55–68. doi:10.2307/1252296
   Web of Science ®Google Scholar
• Crosby, L. A., & Stephens, N. (1987). Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. Journal of Marketing Research, 24(4), 404–411. doi:10.2307/3151388
   Web of Science ®Google Scholar
• Delgado-Ballester, E., & Munuera-Alemán, J. L. (2001). Brand trust in the context of consumer loyalty. European Journal of Marketing, 35(11/12), 1238–1258. doi:10.1108/EUM0000000006475
   Google Scholar
• Deming, W. E. (1986). Out of the crisis. Cambridge, MA: Massachusetts Institute of Technology.
   Google Scholar
• Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113. doi:10.1177/0092070394222001
   Google Scholar
• Dimmick, J. W., Sikand, J., & Patterson, S. J. (1994). The gratifications of the household telephone: Sociability, instrumentality and reassurance. Communication Research, 21(5), 643–663. doi:10.1177/009365094021005005
   Web of Science ®Google Scholar
• Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28(4), 307–319.
   Web of Science ®Google Scholar
• Ekinci, Y. (2003). An investigation of the determinants of customer satisfaction. Tourism Analysis, 8(2–4), 197–203.
   Google Scholar
• Esch, F. R., Langner, T., Schmitt, B. H., & Geus, P. (2006). Are brands forever? How brand knowledge and relationships affect current and future purchases. Journal of Product and Brand Management, 15(2), 98–105. doi:10.1108/10610420610658938
   Google Scholar
• Fullerton, G. L. (2003). When does commitment lead to loyalty?. Journal of Service Research, 5(4), 333–344. doi:10.1177/1094670503005004005
   Google Scholar
• Fyall, A., Callod, C., & Edwards, B. (2003). Relationship marketing: The challenge for destinations. Annals of Tourism Research, 30(3), 644–659. doi:10.1016/S0160-7383(03)00046-X
   Web of Science ®Google Scholar
• Gallarza, M. G., & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour. Tourism Management, 27(3), 437–452. doi:10.1016/j.tourman.2004.12.002
   Web of Science ®Google Scholar
• Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), 1–19. doi:10.2307/1252265
   Web of Science ®Google Scholar
• Ganesan, S., & Hess, R. (1997). Dimensions and levels of trust: Implications for commitment to a relationship. Marketing Letters, 8(4), 439–448. doi:10.1023/A:1007955514781
   Google Scholar
• Garbarino, E., & Johnson, M. K. (1999). The different roles of satisfaction, trust and commitment in customer relationships. Journal of Marketing, 63(2), 70–87. doi:10.2307/1251946
   Web of Science ®Google Scholar
• Geyskens, I., Steenkamp, J. -B. E. M., Scheer, L. K., & Kumar, N. (1996). The effects of trust and interdependence on relationship commitment: A trans-Atlantic study. International Journal of Research in Marketing, 13(4), 303–317. doi:10.1016/S0167-8116(96)00006-7
   Google Scholar
• Gilbert, D., Powell-Perry, J., & Widijoso, S. (1999). Approaches by hotels to the use of the internet as a relationship marketing tool. Journal of Marketing Practice: Applied Marketing Science, 5(1), 21–38. doi:10.1108/EUM0000000004549
   Google Scholar
• Gilliland, D. I., & Bello, D. C. (2002). Two sides to attitudinal commitment: The effect of calculative and loyalty commitment on enforcement mechanisms in distribution channels. Journal of the Academy of Marketing Science, 30(1), 24–43. doi:10.1177/03079450094306
   Web of Science ®Google Scholar
• Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. (2010). An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e-shopping. Journal of Services Marketing, 24, 142–156. doi:10.1108/08876041011031118
   Web of Science ®Google Scholar
• Grayson, K., & Ambler, T. (1999). The dark side of long-term relationships in marketing services. Journal of Marketing Research, 36(1), 132–141. doi:10.2307/3151921
   Web of Science ®Google Scholar
• Gremler, D. D., & Brown, S. W. (1996). Service loyalty: Its nature, importance, and implications. In B. Edvardsson, S.W. Brown, R. Johnston, & E. Scheuing (Eds.), QUIS V: Advancing service quality: A global perspective (pp. 171–180). New York, NY: International Service Quality Association.
   Google Scholar
• Gruen, T. W. (1995). The outcome set of relationship marketing in consumer markets. International Business Review, 4(4), 447–469. doi:10.1016/0969-5931(95)00026-7
   Google Scholar
• Gummesson, E. (1987). The new marketing-developing long-term interactive relationships. Long Range Planning, 20(4), 10–20. doi:10.1016/0024-6301(87)90151-8
   Web of Science ®Google Scholar
• Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69(4), 210–218. doi:10.1509/jmkg.2005.69.4.210
   Web of Science ®Google Scholar
• Hair Jr, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (2010). Multivariate data analysis (7th ed). New Jersey, NJ: Prentice-Hall Inc.
   Google Scholar
• He, Y., & Song, H. (2009). A mediation model of tourists’ repurchase intentions for packaged tour services. Journal of Travel Research, 47(3), 317–331. doi:10.1177/0047287508321206
   Web of Science ®Google Scholar
• Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes: An integration of relational benefits and relationship Quality. Journal of Service Research, 4(3), 230–247. doi:10.1177/1094670502004003006
   Google Scholar
• Henning-Thurau, T., & Klee, A. U. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology and Marketing, 14(8), 737–764. doi:10.1002/(SICI)1520-6793(199712)14:83.0.CO;2-F
   Web of Science ®Google Scholar
• Heung, V. C. S. (2008). Effects of tour leader’s service quality on agency’s reputation and customers’ word-of-mouth. Journal of Vacation Marketing, 14(4), 305–315. doi:10.1177/1356766708094752
   Google Scholar
• Holbrook, M. B. (1994). The nature of customer value: An axiology of services in the consumption experience. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 21–71). Thousand Oaks, CA: Sage.
   Google Scholar
• Hoyle, R. H., & Panter, A. T. (1995). Writing about structural equation models. In R.H. Hoyle (Ed.), Structural equation modeling: Concepts issues and applications (pp. 158–186). Thousand Oaks, CA: Sage Publications.
   Google Scholar
• Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55. doi:10.1080/10705519909540118
   Web of Science ®Google Scholar
• Huang, Y. H. (2001). OPRA: A cross-cultural, multiple-item scale for measuring organization-public relationships. Journal of Public Relations Research, 13(1), 61–90. doi:10.1207/S1532754XJPRR1301_4
   Google Scholar
• Johnson, M., Gustafsson, A., Andreassen, T., Lervik, L., & Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22(2), 217–245. doi:10.1016/S0167-4870(01)00030-7
   Web of Science ®Google Scholar
• Kelley, S., & Davis, M. (1994). Antecedents to customer expectations for service recovery. Journal of the Academy of Marketing Science, 22(1), 52–61. doi:10.1177/0092070394221005
   Google Scholar
• Kerlinger, F. N. (1992). Foundations of behavioral research. Fort Worth, TX: Harcourt Brace Publishers.
   Google Scholar
• Kim, T. T., Kim, W. G., & Kim, H. B. (2009). The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. Tourism Management, 30(1), 51–62. doi:10.1016/j.tourman.2008.04.003
   Web of Science ®Google Scholar
• Kim, W. G., & Lee, H. Y. (2004). Comparison of web service quality between online travel agencies and online travel suppliers. Journal of Travel and Tourism Marketing, 17(2–3), 105–116.
   Google Scholar
• Lai, W. T., & Chen, C. F. (2011). Behavioral intentions of public transit passengers—The roles of service quality, perceived value, satisfaction and involvement. Transport Policy, 18(2), 318–325. doi:10.1016/j.tranpol.2010.09.003
   Web of Science ®Google Scholar
• Lam, T., & Zhang, H. Q. (1999). Service quality of travel agents: The case of travel agents in Hong Kong. Tourism Management, 20(3), 341–349. doi:10.1016/S0261-5177(98)00118-6
   Web of Science ®Google Scholar
• LeBlanc, G. (1992). Factors affecting customer evaluation of service quality in travel agencies: An investigation of customer perceptions. Journal of Travel Research, 30(4), 10–16. doi:10.1177/004728759203000402
   Google Scholar
• Lewis, R. C., & Booms, B. H. (1983). The marketing aspects of service quality. In L. Berry, G. Shostack, & G. Upah (Eds.), Emerging perspectives on services marketing (pp. 99–107). Chicago, IL: American Marketing Association.
   Google Scholar
• Luk, S. T. K. (1997). An examination of the role of marketing culture in service quality. International Journal of Contemporary Hospitality Management, 9(1), 13–20. doi:10.1108/09596119710157522
   Google Scholar
• Luk, S. T. K., de Leon, Dr. Corinna T., Leong, F., & Li, E. (1994). Value segmentation of tourists’ expectations of service quality. Journal of Travel and Tourism Marketing, 2(4), 23–38. doi:10.1300/J073v02n04_02
   Google Scholar
• Macau, D. E. S. C. (2012). Macau Census and Statistics Department. Retrieved from http://www.dsec.gov.mo/
   Google Scholar
• MacCannell, D. (2002). The ego factor in tourism. Journal of Consumer Research, 29(1), 146–151. doi:10.1086/339927
   Web of Science ®Google Scholar
• Macintosh, G. (2002). Building trust and satisfaction in travel counselor/client relationships. Journal of Travel and Tourism Marketing, 12(4), 59–74. doi:10.1300/J073v12n04_04
   Google Scholar
• Macintosh, G. (2007). Customer orientation, relationship quality and relational benefits to the firm. Journal of Services Marketing, 21(3), 150–159. doi:10.1108/08876040710746516
   Google Scholar
• Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709–734.
   Web of Science ®Google Scholar
• McAllister, D. J. (1995). Affect- and cognition-based trust as foundations for interpersonal co-operation in organizations. The Academy of Management Journal, 38(1), 24–59. doi:10.2307/256727
   Web of Science ®Google Scholar
• McDougall, G. H. G., & Levesque, T. (2000). Customer satisfaction with services: Putting perceived value into the equation. Journal of Services Marketing, 14(5), 392–410. doi:10.1108/08876040010340937
   Google Scholar
• McKercher, B., Packer, T., Yau, M. K., & Lam, P. (2003). Travel agents as facilitators or inhibitors of travel: Perceptions of people with disabilities. Tourism Management, 24(4), 465–474. doi:10.1016/S0261-5177(02)00107-3
   Web of Science ®Google Scholar
• Meyer, J. P., & Herscovitch, L. (2001). Commitment in the workplace: Toward a general model. Human Resource Management Review, 11(3), 299–326. doi:10.1016/S1053-4822(00)00053-X
   Google Scholar
• Mitchell, R., & Hall, C. M. (2003). Consuming tourists: Food tourism consumer behavior. In M. Hall, L. Sharples, R. Mitchell, N. Macionis & B. Crambourne (Eds.), Food tourism around the world: Development, management and markets (pp. 60–80). Oxford: Butterworth Heinemann.
   Google Scholar
• Mohr, L. B. (1982). Explaining organizational behavior. San Francisco: Jossey-Bass.
   Google Scholar
• Moliner, M. A., Sánchez, J., Rodríguez, R. M., & Callarisa, L. (2007a). Travel agency relationship quality. Annals of Tourism Research, 34(2), 537–540. doi:10.1016/j.annals.2006.11.001
   Web of Science ®Google Scholar
• Moliner, M. A., Sánchez, J., Rodríguez, R. M., & Callarisa, L. (2007b). Relationship quality with a travel agency: The influence of the postpurchase perceived value of a tourism package. Tourism and Hospitality Research, 7(3-4), 194–211. doi:10.1057/palgrave.thr.6050052
   Google Scholar
• Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. Journal of Marketing, 57(1), 81–101. doi:10.2307/1252059
   Web of Science ®Google Scholar
• Moorman, C., Zaltman, G., & Deshpande, R. (1992). Relationships between providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research, 29(3), 314–328. doi:10.2307/3172742
   Web of Science ®Google Scholar
• Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. doi:10.2307/1252308
   Web of Science ®Google Scholar
• Mullen, M. R. (1995). Diagnosing measurement equivalence in cross-national research. Journal of International Business Studies, 26(3), 573–596. doi:10.1057/palgrave.jibs.8490187
   Web of Science ®Google Scholar
• Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd ed). New York, NY: McGraw-Hill.
   Google Scholar
• Nusair, K. K., Hua, N., & Li, X. (2010). A conceptual framework of relationship commitment: E-travel agencies. Journal of Hospitality and Tourism Technology, 1(2), 106–120. doi:10.1108/17579881011065029
   Google Scholar
• Oh, H. (2003). Price fairness and its asymmetric effects on overall price, quality, and value judgments: The case of an upscale hotel. Tourism Management, 24(4), 387–399. doi:10.1016/S0261-5177(02)00109-7
   Web of Science ®Google Scholar
• Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25–48.
   Web of Science ®Google Scholar
• Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York, NY: McGraw-Hill.
   Google Scholar
• Oliver, R. L. (1999). Whence consumer loyalty?. Journal of Marketing, 63(Special issue), 33–44. doi:10.2307/1252099
   Web of Science ®Google Scholar
• Oppermann, M. (1998). Destination threshold potential and the law of repeat visitation. Journal of Travel Research, 37(2), 131–137. doi:10.1177/004728759803700204
   Google Scholar
• Parasuraman, A. (1997). Reflections on gaining competitive advantage through customer value. Journal of the Academy of Marketing Science, 25(2), 154–161. doi:10.1007/BF02894351
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. doi:10.2307/1251430
   Web of Science ®Google Scholar
• Park, Y. A., Gretzel, U., & Sirakaya-Turk, E. (2007). Measuring web site quality for online travel agencies. Journal of Travel and Tourism Marketing, 23(1), 15–30. doi:10.1300/J073v23n01_02
   Google Scholar
• Pennington-Gray, L. A., & Kerstetter, D. L. (2001). What do university-educated women want from their pleasure travel experiences?. Journal of Travel Research, 40(1), 49–56. doi:10.1177/004728750104000107
   Google Scholar
• Petrick, J., & Backman, S. (2002). An examination of the determinants of golf travelers’ satisfaction. Journal of Travel Research, 40(3), 252–259.
   Google Scholar
• Petrick, J., Morais, D., & Norman, W. (2001). An examination of the determinants of entertainment vacationers’ intentions to revisit. Journal of Travel Research, 40(1), 41–48. doi:10.1177/004728750104000106
   Google Scholar
• Porter, L., Steers, R., Mowday, R., & Boulian, P. (1974). Organizational commitment, job satisfaction, and turnover among psychiatric technicians. Journal of Applied Psychology, 59(5), 603–609. doi:10.1037/h0037335
   Web of Science ®Google Scholar
• Ravald, A., & Grönroos, C. (1996). The value concept and relationship marketing. European Journal of Marketing, 30(2), 19–30. doi:10.1108/03090569610106626
   Google Scholar
• Reichheld, F. F. (1996). The loyalty effect: The hidden force behind growth, profits, and lasting value. Cambridge, MA: Harvard Business School Press.
   Google Scholar
• Reilly, R. T. (1988). Travel and tourism marketing techniques (2nd ed). Albany, NY: Delmar Publishing.
   Google Scholar
• Richard, J. E., & Zhang, A. (2012). Corporate image, loyalty, and commitment in the consumer travel industry. Journal of Marketing Management, 28(5–6), 568–593.
   Google Scholar
• Román, S. (2003). The impact of ethical sales behaviour on customer satisfaction, trust and loyalty to the company: An empirical study in the financial services industry. Journal of Marketing Management, 19(9–10), 915–939.
   Google Scholar
• Rotter, J. B. (1967). A new scale for the measurement of interpersonal trust. Journal of Personality, 35(4), 651–665. doi:10.1111/j.1467-6494.1967.tb01454.x
   PubMed Web of Science ®Google Scholar
• Ryan, C., & Cliff, A. (1997). Do travel agencies measure up to customer expectation? An empirical investigation of travel agencies’ service quality as measured by SERVQUAL. Journal of Travel and Tourism Marketing, 6(2), 1–31. doi:10.1300/J073v06n02_01
   Google Scholar
• Ryu, K., Han, H., & Kim, T. H. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27(3), 459–469. doi:10.1016/j.ijhm.2007.11.001
   Web of Science ®Google Scholar
• Sakai, M., Brown, J., & Mak, J. (2000). Population aging and Japanese international travel in the 21st century. Journal of Travel Research, 38(3), 212–220. doi:10.1177/004728750003800302
   Google Scholar
• Sanchez-Franco, M., & Rondan-Cataluña, F.J. (2010). Connection between customer emotions and relationship quality in online music services. Behaviour and Information Technology, 29(6), 633–651. doi:10.1080/01449290903235343
   Web of Science ®Google Scholar
• Schultz, D. E., & Bailey, S. (2000). Customer/brand loyalty in an interactive marketplace. Journal of Advertising Research, 40(3), 41–52.
   Web of Science ®Google Scholar
• Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. European Journal of Marketing, 27(9), 19–35. doi:10.1108/03090569310043179
   Google Scholar
• Selnes, F. (1998). Antecedents and consequences of trust and satisfaction in buyer-seller relationships. European Journal of Marketing, 32(3/4), 305–322. doi:10.1108/03090569810204580
   Google Scholar
• Sheth, J. N., & Parvatiyar, A. (1995). Relationship marketing in consumer markets: Antecedents and consequences. Journal of the Academy of Marketing Science, 23(4), 255–271. doi:10.1177/009207039502300405
   Google Scholar
• Shoemaker, S., & Lewis, R. C. (1999). Customer loyalty: The future of hospitality marketing. International Journal of Hospitality Management, 18(4), 345–370. doi:10.1016/S0278-4319(99)00042-0
   Google Scholar
• Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of Marketing Science, 28(1), 150–167. doi:10.1177/0092070300281014
   Web of Science ®Google Scholar
• Smith, J. B. (1998). Buyer – seller relationships: Similarity, relationship management, and quality. Psychology and Marketing, 15(1), 3–21. doi:10.1002/(SICI)1520-6793(199801)15:13.0.CO;2-I
   Web of Science ®Google Scholar
• Snoj, B., Korda, A. P., & Mumel, D. (2004). The relationships among perceived quality, perceived risk and perceived product value. The Journal of Product and Brand Management, 13(3), 156–167. doi:10.1108/10610420410538050
   Google Scholar
• Straub, D., Boudreau, M. C., & Gefen, D. (2004). Validation guidelines for IS positivist research. Communications of the Association for Information Systems, 13(24), 380–427.
   Google Scholar
• Sweeney, J., & Soutar, G. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220. doi:10.1016/S0022-4359(01)00041-0
   Web of Science ®Google Scholar
• Taylor, S., & 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, 70(2), 163–178. doi:10.1016/0022-4359(94)90013-2
   Web of Science ®Google Scholar
• Too, L. H. Y., Souchon, A. L., & Thirkell, P. C. (2001). Relationship marketing and customer loyalty in a retail setting: A dyadic exploration. Journal of Marketing Management, 17(3–4), 287–319.
   Google Scholar
• Tsang, N. K. F., Lai, M. T. H., & Law, R. (2010). Measuring e-service quality for online travel agencies. Journal of Travel and Tourism Marketing, 27(3), 306–323. doi:10.1080/10548401003744743
   Web of Science ®Google Scholar
• Tsaur, S. H., Yen, C. H., & Yang, W. Y. (2011). Do job characteristics lead to employee creativity in travel agencies?. International Journal of Tourism Research, 13(2), 191–204.
   Web of Science ®Google Scholar
• Wong, S., & Lau, E. (2001). Understanding the behavior of Hong Kong Chinese tourists on group tour packages. Journal of Travel Research, 40(1), 57–67. doi:10.1177/004728750104000108
   Google Scholar
• Woodall, T. (2003). Conceptualising ‘value for the customer’: An attributional, structural and dispositional analysis. Academy of Marketing Science Review, 12, 1–42.
   Google Scholar
• Yoon, Y., & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: A structural model. Tourism Management, 26(1), 45–56. doi:10.1016/j.tourman.2003.08.016
   Web of Science ®Google Scholar
• Zeffane, R., & Connell, J. (2003). Trust and HRM in the new millennium. The International Journal of Human Resource Management, 14(1), 3–11. doi:10.1080/09585190210158484
   Web of Science ®Google Scholar
• Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22. doi:10.2307/1251446
   Web of Science ®Google Scholar
• Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. doi:10.2307/1251929
   Web of Science ®Google Scholar
• Zhu, T., Cole, S. T., & Card, J. A. (2007). The association of tourists’ cultural tendencies and their perceived service quality of a Chinese travel agency. Journal of Travel and Tourism Marketing, 22(2), 1–13. doi:10.1300/J073v22n02_01
   Google Scholar