References
- Anderson, J. C., & Gerbing, D. W. (1984). The effect of sampling error on convergence, improper solutions, and goodness-of-fit indices for maximum likelihood confirmatory factor analysis. Psychometrika, 49(2), 155–173. https://doi.org/10.1007/BF02294170
- 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. https://doi.org/10.1086/209376
- Baker, J. (1986). The role of the environment in marketing services: The consumer perspective. The Services Challenge: Integrating for Competitive Advantage, 1(1), 79–84.
- Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71. https://doi.org/10.1177/002224299205600205
- Boon, T. (2018, October). The 3 major airline alliance: Star Alliance, oneworld and skyteam – why are they good? https://simpleflying.com/the-3-major-airline-alliances-star-alliance-oneworld-and-skyteam-why-are-they-good/
- Castellanos-Verdugo, M., de Los Ángeles Oviedo-garcía, M., Roldán, J. L., & Veerapermal, N. (2009). The employee-customer relationship quality: Antecedents and consequences in the hotel industry. International Journal of Contemporary Hospitality Management, 21(3), 251–274. https://doi.org/10.1108/09596110910948288
- Cederholm, T. (2014, December). Low-entry barriers intensify competition in airline industry. https://marketrealist.com/2014/12/low-entry-barriers-intensify-competition-airline-industry/
- Cervera-Taulet, A., Schlesinger, M. W., & Yagüe-Guillen, M. J. (2013). Influence of advertising on brand personality in the airline sector: The case of Spain. Journal of Travel & Tourism Marketing, 30(5), 445–454. https://doi.org/10.1080/10548408.2013.803390
- Chen, L., Li, Y.-Q., & Liu, C.-H. (2019). How airline service quality determines the quantity of repurchase intention - Mediate and moderate effects of brand quality and perceived value. Journal of Air Transport Management, 75, 185–197. https://doi.org/10.1016/j.jairtraman.2018.11.002
- Chiou, J. S., & Shen, C. C. (2006). The effects of satisfaction, opportunism, and asset specificity on consumers’ loyalty intention toward internet portal sites. International Journal of Service Industry Management, 17(1), 7–22. https://doi.org/10.1108/09564230610651552
- Chiou, Y. C., & Chen, Y. H. (2010). Factors influencing the intentions of passengers regarding full service and low-cost carriers: A note. Journal of Air Transport Management, 16(4), 226–228. https://doi.org/10.1016/j.jairtraman.2009.11.005
- Choi, M., Law, R., & Heo, C. Y. (2018). An investigation of the perceived value of shopping tourism. Journal of Travel Research, 57(7), 962–980. https://doi.org/10.1177/0047287517726170
- Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(3), 68–81. https://doi.org/10.1177/002224299005400306
- DeVellis, R. F. (2016). Scale development: Theory and applications (4rd ed.). Sage Publications.
- 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(3), 307–319. https://doi.org/10.1177/002224379102800305
- Dolnicar, S., Grabler, K., Grün, B., & Kulnig, A. (2011). Key drivers of airline loyalty. Tourism Management, 32(5), 1020–1026. https://doi.org/10.1016/j.tourman.2010.08.014
- Evanschitzky, H., Ramaseshan, B., Woisetschläger, D. M., Richelsen, V., Blut, M., & Backhaus, C. (2012). Consequences of customer loyalty to the loyalty program and to the company. Journal of the Academy of Marketing Science, 40(5), 625–638. https://doi.org/10.1007/s11747-011-0272-3
- Foroudi, P., Jin, Z., Gupta, S., Foroudi, M. M., & Kitchen, P. J. (2018). Perceptional components of brand equity: Configuring the symmetrical and asymmetrical paths to brand loyalty and brand purchase intention. Journal of Business Research, 89, 462–474. https://doi.org/10.1016/j.jbusres.2018.01.031
- Garcia, M. (2017, December). What major airlines are doing to compete with super-cheap carriers? https://www.travelandleisure.com/travel-news/how-airlines-compete
- Guenzi, P., & Pelloni, O. (2004). The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider. International Journal of Service Industry Management, 15(4), 365–384. https://doi.org/10.1108/09564230410552059
- Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis. Prentice-Hall.
- Han, H. (2013). Effects of in-flight ambience and space/function on air travelers’ decision to select a low-cost airline. Tourism Management, 37, 125–135. https://doi.org/10.1016/j.tourman.2013.01.008
- Han, H., & Hwang, J. (2017). In-flight physical surroundings: Quality, satisfaction, and traveller loyalty in the emerging low-cost flight market. Current Issues in Tourism, 20(13), 1336–1354. https://doi.org/10.1080/13683500.2014.960371
- Han, H., & Hyun, S. S. (2013). Image congruence and relationship quality in predicting switching intention: Conspicuousness of product use as a moderator variable. Journal of Hospitality & Tourism Research, 37(3), 303–329. https://doi.org/10.1177/1096348012436381
- Han, H., & Hyun, S. S. (2015). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, 20–29. https://doi.org/10.1016/j.tourman.2014.06.003
- Han, H., Hyun, S. S., & Kim, W. (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. https://doi.org/10.1080/10548408.2014.883954
- Han, H., Yu, J., Chua, B., Lee, S., & Kim, W. (2019). Impact of core-product and service-encounter quality, attitude, image, trust and love on repurchase. International Journal of Contemporary Hospitality Management, 31(4), 1588–1608. https://doi.org/10.1108/IJCHM-05-2018-0376
- Hapsari, R., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences, 9(1), 21–40. https://doi.org/10.1108/IJQSS-07-2016-0048
- Hennig-Thurau, T., & Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology & Marketing, 14(8), 737–764. https://doi.org/10.1002/(SICI)1520-6793(199712)14:8<737::AID-MAR2>3.0.CO;2-F
- Hirschman, E. C., & Holbrook, M. B. (1982). Hedonic consumption: Emerging concepts, methods and propositions. Journal of Marketing, 46(3), 92–101. https://doi.org/10.1177/002224298204600314
- Holbrook, M. B. (1994). The nature of customer value: An axiology of services in the consumption experience. Service Quality: New Directions in Theory and Practice, 21(1), 21–71.
- Huang, Y. C., Chen, C. C. B., & Gao, M. J. (2019). Customer experience, well-being, and loyalty in the spa hotel context: Integrating the top-down & bottom-up theories of well-being. Journal of Travel & Tourism Marketing, 36(5), 595–611. https://doi.org/10.1080/10548408.2019.1604293
- Hunt, H. K. (1977). CS/D-overview and future research directions. In K. H. Hunt (Ed.), Conceptualization and measurement of consumer satisfaction and dissatisfaction (pp. 455–488). Marketing Science Institute.
- Hwang, J., & Hyun, S. S. (2017). First-class airline travelers’ tendency to seek uniqueness: How does it influence their purchase of expensive tickets? Journal of Travel & Tourism Marketing, 34(7), 935–947. https://doi.org/10.1080/10548408.2016.1251376
- Hyun, S. S. (2010). Predictors of relationship quality and loyalty in the chain restaurant industry. Cornell Hospitality Quarterly, 51(2), 251–267. https://doi.org/10.1177/1938965510363264
- Itani, O. S., Kassar, A.-N., & Loureiro, S. M. C. (2019). Value get, value give: The relationships among perceived value, relationship quality, customer engagement, and value consciousness. International Journal of Hospitality Management, 80, 78–90. https://doi.org/10.1016/j.ijhm.2019.01.014
- Jacoby, J., & Chestnut, R. W. (1978). Brand loyalty: Measurement and management. John Wiley & Sons Incorporated.
- Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88.
- Kim, S., Kim, I., & Hyun, S. S. (2016). 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 & Tourism Marketing, 33(1), 118–140. https://doi.org/10.1080/10548408.2015.1038420
- Kim, W., & Han, H. (2008). Determinants of restaurant customers’ loyalty intentions: A mediating effect of relationship quality. Journal of Quality Assurance in Hospitality and Tourism, 9(3), 219–239. https://doi.org/10.1080/15280080802412727
- Kim, W. G., Lee, Y.-K., & Yoo, Y.-J. (2016). Predictors of relationship quality and relationship outcomes in luxury restaurants. Journal of Hospitality & Tourism Research, 30(2), 143–169. https://doi.org/10.1177/1096348005285086
- Konuk, F. A. (2018). The role of store image, perceived quality, trust and perceived value in predicting consumers’ purchase intentions towards organic private label food. Journal of Retailing and Consumer Services, 43, 304–310. https://doi.org/10.1016/j.jretconser.2018.04.011
- Kopalle, P. K., & Neslin, S. A. (2003). The economic viability of frequency reward programs in a strategic competitive environment. Review of Marketing Science, 1(1). https://doi.org/10.2202/1546-5616.1002
- Kotler, P. T., & Armstrong, G. (2018). Principles of marketing (17th ed.). Pearson Education Limited.
- Lam, A. Y., Lau, M. M., & Cheung, R. (2016). Modelling the relationship among green perceived value, green trust, satisfaction, and repurchase intention of green products. Contemporary Management Research, 12(1), 47–60. https://doi.org/10.7903/cmr.13842
- Lam, I. K. V., & Wong, I. A. (2020). The role of relationship quality and loyalty program in tourism shopping: A multilevel investigation. Journal of Travel & Tourism Marketing, 37(1), 92–111. https://doi.org/10.1080/10548408.2020.1711848
- Li, X., Su, X., Hu, X., & Yao, L. (2019). App users’ emotional reactions and festival satisfaction: The mediating role of situational involvement. Journal of Travel & Tourism Marketing, 36(9), 980–997. https://doi.org/10.1080/10548408.2019.1683486
- Lin, I. Y., & Worthley, R. (2012). Servicescape moderation on personality traits, emotions, satisfaction, and behaviors. International Journal of Hospitality Management, 31(1), 31–42. https://doi.org/10.1016/j.ijhm.2011.05.009
- Llopis, G. (2014, December 10). Consumers are no longer brand loyal. https://www.forbes.com/sites/glennllopis/2014/12/10/consumers-are-no-longer-brand-loyal/#56421d532ae0
- Lo, A. (2020). Effects of customer experience in engaging in hotels’ CSR activities on brand relationship quality and behavioural intention. Journal of Travel & Tourism Marketing, 37(2), 185–199. https://doi.org/10.1080/10548408.2020.1740140
- Matikiti, R., Roberts-Lombard, M., & Mpinganjira, M. (2019). Customer attributions of service failure and its impact on commitment in the airline industry: An emerging market perspective. Journal of Travel & Tourism Marketing, 36(4), 403–414. https://doi.org/10.1080/10548408.2019.1568949
- Mattila, A. S., & Wirtz, J. (2001). Congruency of scent and music as a driver of in-store evaluations and behavior. Journal of Retailing, 77(2), 273–289. https://doi.org/10.1016/S0022-4359(01)00042-2
- Matzler, K., Grabner-Kräuter, S., & Bidmon, S. (2008). Risk aversion and brand loyalty: The mediating role of brand trust and brand affect. Journal of Product & Brand Management, 17(3), 154–162. https://doi.org/10.1108/10610420810875070
- McCamy, L. (2018, October 3). 5 advantages you can get from frequent-flyer programs beyond free flights. https://www.businessinsider.com/frequent-flyer-programs-advantages-beyond-free-flights–2018–10
- Mikulić, J., & Prebežac, D. (2011). What drives passenger loyalty to traditional and low-cost airlines? A formative partial least squares approach. Journal of Air Transport Management, 17(4), 237–240. https://doi.org/10.1016/j.jairtraman.2010.09.005
- Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. Journal of Marketing, 57(1), 81–101. https://doi.org/10.1177/002224299305700106
- Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. https://doi.org/10.1177/002224299405800302
- Nawaz, N., & Usman, A. (2011). What makes customers brand loyal: A study on telecommunication sector of Pakistan. International Journal of Business and Social Science, 2(14), 213–221.
- Neupane, R. (2015). The effects of brand image on customer satisfaction and loyalty intention in retail super market chain UK. International Journal of Social Sciences and Management, 2(1), 9–26. https://doi.org/10.3126/ijssm.v2i1.11814
- Nguyen, N., & Leblanc, G. (2002). Contact personnel, physical environment and the perceived corporate image of intangible services by new clients. International Journal of Service Industry Management, 13(3), 242–262. https://doi.org/10.1108/09564230210431965
- Oh, H. (2000). The effect of brand class, brand awareness, and price on customer value and behavioral intentions. Journal of Hospitality and Tourism Research, 24(2), 136–162. https://doi.org/10.1177/109634800002400202
- Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4_suppl1), 33–44. https://doi.org/10.1177/00222429990634s105
- Oliver, R. L. (2010). Satisfaction: A behavioral perspective on the consumer (2nd ed.). Routledge.
- Patterson, P. G., & Smith, T. (2003). A cross-cultural study of switching barriers and propensity to stay with service providers. Journal of Retailing, 79(2), 107–120. https://doi.org/10.1016/S0022-4359(03)00009-5
- Patterson, P. G., & Spreng, R. A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: An empirical examination. International Journal of Service Industry Management, 8(5), 414–434. https://doi.org/10.1108/09564239710189835
- Patton, M. Q. (2002). Qualitative reserach and evaluation methods (3rd ed.). Sage Publications.
- Roberts, K., Varki, S., & Brodie, R. (2003). Measuring the quality of relationships in consumer services: An empirical study. European Journal of Marketing, 37(1/2), 169–196. https://doi.org/10.1108/03090560310454037
- Saha, G. C., & Theingi. (2009). Service quality, satisfaction, and behavioral intentions: A study of low-cost airline carriers in Thailand. Managing Service Quality: An International Journal, 19(3), 350–372. https://doi.org/10.1108/09604520910955348
- Setó-Pamies, D. (2012). Customer loyalty to service providers: Examining the role of service quality, customer satisfaction and trust. Total Quality Management & Business Excellence, 23(11–12), 1257–1271. https://doi.org/10.1080/14783363.2012.669551
- Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of Business Research, 22(2), 159–170. https://doi.org/10.1016/0148-2963(91)90050-8
- Sui, J. J., & Baloglu, S. (2003). The role of emotional commitment in relationship marketing: An empirical investigation of a loyalty model for casinos. Journal of Hospitality & Tourism Research, 27(4), 470–489. https://doi.org/10.1177/10963480030274006
- Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220. https://doi.org/10.1016/S0022-4359(01)00041-0
- Terblanche, N. S. (2015). Customers’ perceived benefits of a frequent-flyer program. Journal of Travel & Tourism Marketing, 32(3), 199–210. https://doi.org/10.1080/10548408.2014.895694
- Veloutsou, C. (2015). Brand evaluation, satisfaction and trust as predictors of brand loyalty: The mediator-moderator effect of brand relationships. Journal of Consumer Marketing, 32(6), 405–421. https://doi.org/10.1108/JCM-02-2014-0878
- Wong, A., & Sohal, A. S. (2006). Understanding the quality of relationships in consumer services: A study in a retail environment. International Journal of Quality & Reliability Management, 23(3), 244–264. https://doi.org/10.1108/02656710610648215
- Wu, H.-C., Cheng, -C.-C., Ai, C.-H., & Chen, G. (2019). Relationships between restaurant attachment, experiential relationship quality and experiential relationship intentions: The case of single friendly restaurants in Taiwan. Journal of Hospitality and Tourism Management, 40, 50–66. https://doi.org/10.1016/j.jhtm.2019.06.002
- Xie, L., & Chen, C. C. (2014). Hotel loyalty programs: How valuable is valuable enough? International Journal of Contemporary Hospitality Management, 26(1), 107–129. https://doi.org/10.1108/IJCHM-08-2012-0145
- Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology and Marketing, 21(10), 799–822. https://doi.org/10.1002/mar.20030
- 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. https://doi.org/10.1177/002224298805200302