Customer Relational Benefits and Relationship-Marketing Outcomes: Comparing Three Transaction Types of Travel Product

References

• Aaker, D. A. (1992). The value of brand equity. The Journal of Business Strategy, 13(4), 27–32. doi: 10.1108/eb039503
   Google Scholar
• Alba, J., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R., Sawyer, A., & Wood, S. (1997). Interactive home shopping: Consumer, retailer, and manufacturer incentives to participate in electronic marketplaces. Journal of Marketing, 61(3), 38–53. doi: 10.2307/1251788
   Web of Science ®Google Scholar
• Álvarez, L. S., Martín, A. M. D., & Casielles, R. V. (2007). Relationship marketing and information and communication technologies: Analysis of retail travel agencies. Journal of Travel Research, 45(4), 453–463. doi: 10.1177/0047287507299593
   Google Scholar
• Armstrong, J. S., & Overton, T. S. (1977). Estimating nonresponse bias in mail surveys. Journal of Marketing Research, 14(3), 396–402. doi: 10.2307/3150783
   Web of Science ®Google Scholar
• Barnes, J. G. (1997). Closeness, strength, and satisfaction: Examining the nature of relationships between providers of financial services and their retail customers. Psychology & Marketing, 14(8), 765–790. doi: 10.1002/(SICI)1520-6793(199712)14:8<765::AID-MAR3>3.0.CO;2-C
   Web of Science ®Google Scholar
• Beldona, S., Morrison, A. M., & O'Leary, J. (2005). Online shopping motivations and pleasure travel products: A correspondence analysis. Tourism Management, 26(4), 561–570. doi: 10.1016/j.tourman.2004.03.008
   Web of Science ®Google Scholar
• Berry, L. L. (1995). Relationship marketing of service-growing benefit emerging perspectives. Journal of the Academy of Marketing Science, 23(4), 236–245. doi: 10.1177/009207039502300402
   Google Scholar
• Bitner, M. J. (2001). Service and technology: Opportunities and paradoxes. Managing Service Quality, 11(6), 375–379. doi: 10.1108/09604520110410584
   Google Scholar
• Breakwell, G. M., Fife-Schaw, C., Lee, T., & Spencer, J. (1986). Attitudes towards new technology in relation to social beliefs and group memberships: A preliminary investigation. Current Psychological Research and Reviews, 5(1), 34–47. doi: 10.1007/BF02686595
   Google Scholar
• Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: A typology, antecedents, and consequences. Journal of the Academy of the Academy of Marketing Science, 31(2), 109–126. doi: 10.1177/0092070302250897
   Web of Science ®Google Scholar
• Chang, Y. H., & Chen, F. Y. (2007). Relational benefits, switching barriers and loyalty: A study of airline customers in Taiwan. Journal of Air Transport Management, 13(2), 104–109. doi: 10.1016/j.jairtraman.2006.10.001
   Web of Science ®Google Scholar
• Chen, C. F., & Tsai, M. H. (2008). Perceived value, satisfaction, and loyalty of TV travel product shopping: Involvement as a moderator. Tourism Management, 29(6), 1166–1171. doi: 10.1016/j.tourman.2008.02.019
   PubMed Web of Science ®Google Scholar
• Chen, P. T., & Hu, H. H. (2010). The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlet industry. International Journal of Hospitality Management, 29(3), 405–412. doi: 10.1016/j.ijhm.2009.09.006
   Web of Science ®Google Scholar
• Chen, P. T., & Hu, H. H. (2012). The mediating role of relational benefit between service quality and customer loyalty in airline industry. Total Quality Management & Business Excellence, 24(9–10), 1084–1095.
   Google Scholar
• Chiou, W. C., Lin, C. C., & Perng, C. (2011). A strategic website evaluation of online travel agencies. Tourism Management, 32(6), 1463–1473. doi: 10.1016/j.tourman.2010.12.007
   Web of Science ®Google Scholar
• Colgate, M., Buchanan-Oliver, M., & Elmsly, R. (2005). Relationship benefits in an Internet environment. Managing Service Quality, 15(5), 426–436. doi: 10.1108/09604520510617284
   Google Scholar
• Dabholkar, P. A. (1996). Customer evaluations of new technology-based self-service options: An investigation of alternative models of service quality. International Journal of Research in Marketing, 13(1), 29–51. doi: 10.1016/0167-8116(95)00027-5
   Google Scholar
• Davidson, P. (1997). Retailing and the super high street: The future of the electronic home shopping industry. International Journal of Retail & Distribution Management, 25(1), 38–43. doi: 10.1108/09590559710156099
   Google Scholar
• Dimitriadis, S. (2010). Testing perceived relational benefits as satisfaction and behavioral outcomes drivers. International Journal of Bank Marketing, 28(4), 297–313. doi: 10.1108/02652321011054981
   Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. doi: 10.2307/3151312
   Web of Science ®Google Scholar
• Gerbing, D. W., & Anderson, J. C. (1988). An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research, 25(2), 186–192. doi: 10.2307/3172650
   Web of Science ®Google Scholar
• Goodwin, C. (1996). Communality as a dimension of service relationships. Journal of Consumer Psychology, 5(4), 387–415. doi: 10.1207/s15327663jcp0504_04
   Google Scholar
• Grant, A. E., Guthrie, K. K., & Ball-Rokeach, S. J. (1991). Television shopping: A media system dependency perspective. Communication Research, 18(6), 773–798. doi: 10.1177/009365091018006004
   Web of Science ®Google Scholar
• Gremler, D. D., & Gwinner, K. P. (2000). Customer-employee rapport in service relationships. Journal of Service Research, 3(1), 82–104. doi: 10.1177/109467050031006
   Google Scholar
• Grimm, M. (1999). Ford connects: Hatches massive relationship program via Web. Brandweek, 40(1), 19–20.
   Google Scholar
• 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. doi: 10.1108/09564230410552059
   Google Scholar
• Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in services industries: The customer's perspective. Journal of the Academy of Marketing Science, 26(2), 101–114. doi: 10.1177/0092070398262002
   Web of Science ®Google Scholar
• Hair, J. F.Jr., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis (5th ed.). Englewood Cliffs, NJ: Prentice-Hall.
   Google Scholar
• Harden, G. (2002). e-Banking comes to town: Exploring how traditional UK high street banks are meeting the challenge of technology and virtual relationships. Journal of Financial Services Marketing, 6(4), 323–332. doi: 10.1057/palgrave.fsm.4770062
   Google Scholar
• Hartline, M. D., & Ferrell, O. C. (1996). The management of customer contact employees: An empirical investigation. Journal of Marketing, 60(4), 52–70. doi: 10.2307/1251901
   Web of Science ®Google Scholar
• 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. doi: 10.1002/(SICI)1520-6793(199712)14:8<737::AID-MAR2>3.0.CO;2-F
   Web of Science ®Google Scholar
• Heung, V. C. S. (2003). Internet usage by international travelers: Reasons and barriers. International Journal of Contemporary Hospitality Management, 15(7), 370–378. doi: 10.1108/09596110310496015
   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, 6(1), 1–55. doi: 10.1080/10705519909540118
   Web of Science ®Google Scholar
• Huang, L. (2012). Social media as a new play in a marketing channel strategy: Evidence from Taiwan travel agencies’ blogs. Asia Pacific Journal of Tourism Research, 17(6), 615–634. doi: 10.1080/10941665.2011.635664
   Web of Science ®Google Scholar
• Huang, L., Chen, K. H., & Wu, Y. W. (2009). What kind of marketing distribution mix can maximize revenues: The wholesaler travel agencies’ perspective? Tourism Management, 30(5), 733–739. doi: 10.1016/j.tourman.2008.10.011
   Web of Science ®Google Scholar
• Huang, L., Yung, C. Y., & Yang, E. (2011). How do travel agencies obtain a competitive advantage? Through a travel blog marketing channel. Journal of Vacation Marketing, 17(2), 139–149. doi: 10.1177/1356766710392737
   Google Scholar
• Jones, N. (1996). Talking pages. Marketing Week, 19(18), 37–40.
   Google Scholar
• Kao, M. C., Patterson, I., Scott, N., & Li, C. (2008). Motivations and satisfactions of Taiwanese tourists who visit Australia: An exploratory study. Journal of Travel and Tourism Marketing, 24(1), 17–33. doi: 10.1300/J073v24n01_02
   Web of Science ®Google Scholar
• Kim, M. J., Chung, N., & Lee, C. K. (2011). The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea. Tourism Management, 32(2), 256–265. doi: 10.1016/j.tourman.2010.01.011
   Web of Science ®Google Scholar
• Kim, S., & Lee, J. S. (2013). Is satisfaction enough to ensure reciprocity with upscale restaurants? The role of gratitude relative to satisfaction. International Journal of Hospitality Management, 33(3), 118–128. doi: 10.1016/j.ijhm.2012.06.009
   Web of Science ®Google Scholar
• Kinard, B. R., & Capella, M. L. (2006). Relationship marketing: The influence of consumer involvement on perceived service benefits. Journal of Services Marketing, 20(6), 359–368. doi: 10.1108/08876040610691257
   Google Scholar
• La, K. V., & Kandampully, J. (2002). Electronic retailing and distribution of services: Cyber intermediaries that service customers and service provider. Managing Service Quality, 12(2), 100–116. doi: 10.1108/09604520210421400
   Google Scholar
• Law, R., Qi, S., & Buhalis, D. (2010). Progress in tourism management: A review of website evaluation in tourism research. Tourism Management, 31(3), 297–313. doi: 10.1016/j.tourman.2009.11.007
   Web of Science ®Google Scholar
• Ledingham, J. A. (1984). Are consumers ready for the information age? Journal of Advertising Research, 24(4), 31–37.
   Web of Science ®Google Scholar
• Lee, J., & Allaway, A. (2002). Effects of personal control on adoption of self-service technology innovations. Journal of Services Marketing, 16(6), 553–572. doi: 10.1108/08876040210443418
   Google Scholar
• Lee, Y. K., Ahn, W. K., & Kim, K. (2008). A study on the moderating role of alternative attractiveness in the relationship between relational benefits and customer loyalty. International Journal of Hospitality & Tourism Administration, 9(1), 52–70. doi: 10.1080/15256480801910517
   Google Scholar
• Lee, Y. K., Choi, B. H., Kim, D. J., & Hyun, S. S. (2013). Relational benefits, their consequences, and customer membership types. The Service Industries Journal. doi:10.1080/02642069.2013.763927
   Web of Science ®Google Scholar
• Li, A., & Bagger, J. (2008). Role ambiguity and self-efficacy: The moderating effects of goal orientation and procedural justice. Journal of Vocational Behavior, 73(3), 368–375. doi: 10.1016/j.jvb.2008.07.008
   Web of Science ®Google Scholar
• Lim, C. M., & Kim, Y. K. (2011). Older consumers’ TV home shipping: Loneliness, parasocial interaction, and perceived convenience. Psychology & Marketing, 28(8), 763–780. doi: 10.1002/mar.20411
   Web of Science ®Google Scholar
• Market Intelligence Center. (2011). The trend of B2C e-commerce in Taiwan 2011. Retrieved February 15, 2012, from http://mic.iii.org.tw
   Google Scholar
• Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(2), 50–64. doi: 10.1509/jmkg.64.3.50.18024
   Web of Science ®Google Scholar
• Molina, A., Martín-Consuegra, D., & Esteban, A. (2007). Relational benefits and customer satisfaction in retail banking. International Journal of Bank Marketing, 25(4), 253–271. doi: 10.1108/02652320710754033
   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
• Netemeyer, R. G., Brashear-Alejandro, T., & Boles, J. S. (2004). A cross-national model of job-related outcomes of work and family role variables: A retail sales context. Journal of the Academy of Marketing Science, 32(1), 49–60. doi: 10.1177/0092070303259128
   Web of Science ®Google Scholar
• Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York, NY: McGraw-Hill.
   Google Scholar
• Nusair, K., Parsa, H. G., & Cobanoglu, C. (2011). Building a model of commitment for Generation Y: An empirical study on e-travel retailers. Tourism Management, 32(4), 833–843. doi: 10.1016/j.tourman.2010.07.008
   Web of Science ®Google Scholar
• Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the customer. New York, NY: McGraw-Hill.
   Google Scholar
• Park, F., & Lennon, S. F. (2006). Psychological and environmental antecedents of impulse buying tendency in the multichannel shopping context. Journal of Consumer Marketing, 23(2), 58–68. doi: 10.1108/07363760610654998
   Google Scholar
• Park, H., Lim, C. M., Bhardwaj, V., & Kim, Y. K. (2011). Benefit segmentation of TV home shoppers. International Journal of Retail & Distribution Management, 39(1), 7–27. doi: 10.1108/09590551111104459
   Google Scholar
• Patterson, P. G., & Smith, T. (2001). Relationship benefits in service industries: A replication in a Southeast Asian context. Journal of Services Marketing, 15(6), 425–443. doi: 10.1108/EUM0000000006098
   Google Scholar
• Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. doi: 10.1037/0021-9010.88.5.879
   PubMed Web of Science ®Google Scholar
• Reichheld, F. F. (1993). Loyalty-based management. Harvard Business Review, 71(2), 64–74.
   PubMed Web of Science ®Google Scholar
• Reynolds, K. E., & Beatty, S. E. (1999). Customer benefits and company consequences of customer-salesperson relationships in retailing. Journal of Retailing, 75(1), 11–32. doi: 10.1016/S0022-4359(99)80002-5
   Web of Science ®Google Scholar
• Schlesinger, L. A., & Heskett, J. L. (1991). Breaking the cycle of failure in services. Sloan Management Review, 32(3), 17–28.
   Google Scholar
• Smith, C., & Jenner, P. (1998). Tourism and the Internet. Travel and Tourism Analyst, 1, 62–81.
   Google Scholar
• Solomon, B. (1994). TV shopping comes of age. Management Review, 83(9), 22–26.
   Google Scholar
• Spector, P. (1987). Method variance as an artifact in self-reported affect and perceptions at work: Myth or significant problem. Journal of Applied Psychology, 72, 438–443. doi: 10.1037/0021-9010.72.3.438
   Web of Science ®Google Scholar
• Su, Q., Li, L., & Cui, Y. W. (2009). Analysing relational benefits in e-business environment from behavioural perspective. Systems Research and Behavioral Science, 26(2), 129–142. doi: 10.1002/sres.965
   Web of Science ®Google Scholar
• Taiwan Tourism Bureau. (2009). Travel agents statistics in Taiwan. Taipei: Tourism Bureau, Ministry of Transportation and Communication.
   Google Scholar
• Trigg, M. (2003). Capitalizing on customer interactions: Best practice marketing strategies in the retail finance industry. Journal of Bank Cost & Management Accounting, 16(2), 21–33.
   Google Scholar
• Tsaur, S. H., & Yen, C. H. (2011). The impact of travel product transaction types on customer relational benefits. International Journal of Services Technology and Management, 19(1/2), 53–68. doi: 10.1504/IJSTM.2011.038662
   Google Scholar
• Tse, D. K., & Wilton, P. C. (1988). Models of customer satisfaction formation: An extension. Journal of Marketing Research, 25(2), 204–212. doi: 10.2307/3172652
   Web of Science ®Google Scholar
• Van de Vijver, F., & Hambleton, R. (1996). Translating tests: Some practical guidelines. European Psychologist, 1(2), 89–99. doi: 10.1027/1016-9040.1.2.89
   Web of Science ®Google Scholar
• Vázquez-Carrasoco, R., & Foxall, G. F. (2006). Influence of personality traits on satisfaction, perception of relational benefit, and loyalty in a personal service context. Journal of Retailing and Consumer Services, 13(3), 205–219. doi: 10.1016/j.jretconser.2005.08.006
   Google Scholar
• Wang, K. C., Hsieh, A. T., & Chen, W. Y. (2002). Is the tour leader an effective endorser for group package tour brochures? Tourism Management, 23(5), 489–498. doi: 10.1016/S0261-5177(02)00004-3
   Web of Science ®Google Scholar
• Wang, K. C., Hsieh, A. T., Chou, S. H., & Lin, Y. S. (2007). GPTCCC: An instrument for measuring group package tour service. Tourism Management, 28(2), 361–376. doi: 10.1016/j.tourman.2006.04.017
   Web of Science ®Google Scholar
• Williams, L. J., & Hazer, J. (1986). Antecedents and consequences of satisfaction and commitment in turnover models: A reanalysis using latent variables structural equation models. Journal of Applied Psychology, 71(2), 219–31. doi: 10.1037/0021-9010.71.2.219
   Web of Science ®Google Scholar
• Yamamoto, D., & Gill, A. M. (1999). Emerging trends in Japanese package tourism. Journal of Travel Research, 38(2), 134–143. doi: 10.1177/004728759903800206
   Google Scholar
• Yen, H. J. R., & Gwinner, K. P. (2003). Internet retail customer loyalty: The mediating role of relational benefits. International Journal of Service Industry Management, 14(5), 483–500. doi: 10.1108/09564230310500183
   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
• Zeithaml, V. A., & Gilly, M. C. (1987). Characteristics affecting the acceptance of retailing technologies: A comparison of elderly and nonelderly consumers. Journal of Retailing, 63(1), 49–68.
   Web of Science ®Google Scholar