Enhancing customer loyalty in tourism services: the role of customer-company identification and customer participation

References

• Adams, J. S. (1963). Towards an understanding of inequity. The Journal of Abnormal and Social Psychology, 67(5), 422–436. doi: 10.1037/h0040968
   PubMed Web of Science ®Google Scholar
• Ahearne, M., Bhattacharya, C. B., & Gruen, T. (2005). Antecedents and consequences of customer-company identification: Expanding the role of relationship marketing. Journal of Applied Psychology, 90(3), 574–585. doi: 10.1037/0021-9010.90.3.574
   PubMed Web of Science ®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
• Auh, S., Bell, S. J., McLeod, C. S., & Shih, E. (2007). Co-production and customer loyalty in financial services. Journal of Retailing, 83(3), 359–370. doi: 10.1016/j.jretai.2007.03.001
   Web of Science ®Google Scholar
• Bateman, C., & Valentine S. (2015). The impact of salesperson customer orientation on the evaluation of a salesperson’s ethical treatment, trust, in the salesperson, and intentions to purchase. Journal of Personal Selling & Sales Management, 35(2), 125–142. doi: 10.1080/08853134.2015.1010538
   Web of Science ®Google Scholar
• Bendapudi, N., & Leone, R. P. (2003). Psychological implications of customer participation in co-production. Journal of Marketing, 67(1), 14–28. doi: 10.1509/jmkg.67.1.14.18592
   Web of Science ®Google Scholar
• Bergami, M., & Bagozzi, R. P. (2000). Self-categorization, affective commitment and group self-esteem as distinct aspects of social identity in the organization. British Journal of Social Psychology, 39(4), 555–577. doi: 10.1348/014466600164633
   PubMed Web of Science ®Google Scholar
• Bhattacharya, C. B., & Sen, S. (2003). Consumer-company identification: A framework for understanding consumers’ relationships with companies. Journal of Marketing, 67(2), 76–88. doi: 10.1509/jmkg.67.2.76.18609
   Web of Science ®Google Scholar
• Byrne, B. M. (2010). Structural equation modeling with AMOS: Basic concepts, applications, and programming (2nd ed.). New York, NY: Routledge.
   Google Scholar
• Chan, K. W., Yim, C. K., & Lam, S. S. (2010). Is customer participation in value creation a double-edged sword? Evidence from professional financial services across cultures. Journal of Marketing, 74(3), 48–64. doi: 10.1509/jmkg.74.3.48
   Web of Science ®Google Scholar
• Dong, B., Sivakumar, K., Evans, K. & Zou, S. (2015). Effect of customer participation on service outcomes: The moderating role of participation readiness. Journal of Service Research, 18(2), 160–176. doi: 10.1177/1094670514551727
   Web of Science ®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
• Franke, G. R., & Park, E. (2006). Salesperson adaptive selling behavior and customer orientation: A meta-analysis. Journal of Marketing Research, 43(4), 693–702. doi: 10.1509/jmkr.43.4.693
   Web of Science ®Google Scholar
• Gazzoli, G., Hancer, M., & Kim, B. (2013). Explaining why employee-customer orientation influences customers’ perceptions of the service encounter. Journal of Service Management, 24(4), 382–400. doi: 10.1108/JOSM-09-2012-0192
   Web of Science ®Google Scholar
• Grissemann, U. S., & Stokburger-Sauer, N. E. (2012). Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance. Tourism Management, 33(6), 1483–1492. doi: 10.1016/j.tourman.2012.02.002
   Web of Science ®Google Scholar
• Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis (7th ed.). Upper Saddle River, NJ: Prentice Hall.
   Google Scholar
• Haumann, T., Quaiser, B., Wieseke, J., & Rese, M. (2014). Footprints in the sands of time: A comparative analysis of the effectiveness of customer satisfaction and customer-company identification over time. Journal of Marketing, 78(6), 78–102. doi: 10.1509/jm.13.0509
   Web of Science ®Google Scholar
• Hayes, A. F. (2013). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. New York, NY: Guilford Press.
   Google Scholar
• Henseler, J., Ringle, C. M., & Sarstedt, M. (2012). Using partial least squares path modeling in advertising research: Basic concepts and recent issues. Handbook of Research on International Advertising (pp. 252–276). Cheltenham: Edward Elgar Publishing.
   Google Scholar
• Homans, G. C. (1961). Social behavior: Its elementary forms. American Anthropologist, 63(6), 1339–1341. doi: 10.1525/aa.1961.63.6.02a00180
   Web of Science ®Google Scholar
• Homburg, C., Müller, M., & Klarmann, M. (2011). When should the customer really be king? On the optimum level of salesperson customer orientation in sales encounters. Journal of Marketing, 75(2), 55–74. doi: 10.1509/jmkg.75.2.55
   Web of Science ®Google Scholar
• Homburg, C., Wieseke, J., & Hoyer, W. D. (2009). Social identity and the service-profit chain. Journal of Marketing, 73(2), 38–54. doi: 10.1509/jmkg.73.2.38
   Web of Science ®Google Scholar
• Hsiao, C., Lee, Y. H., & Chen, W. J. (2015). The effect of servant leadership on customer value co-creation: A cross-level analysis of key mediating roles. Tourism Management, 49, 45–57. doi: 10.1016/j.tourman.2015.02.012
   Web of Science ®Google Scholar
• Hsieh, A. T., & Yen, C. H. (2005). The effect of customer participation on service providers’ job stress. The Service Industries Journal, 25(7), 891–905. doi: 10.1080/02642060500134162
   Web of Science ®Google Scholar
• Hsieh, M. H., Pan, S. L., & Setiono, R. (2004). Product-, corporate-, and country-image dimensions and purchase behavior: A multicountry analysis. Journal of the Academy of Marketing Science, 32(3), 251–270. doi: 10.1177/0092070304264262
   Web of Science ®Google Scholar
• Hu, L. T., & 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, M. H., & Cheng, Z. H. (2016). Strategies to enhance consumers’ identification with a service firm. Journal of Services Marketing, 30(4), 449–461. doi: 10.1108/JSM-10-2014-0340
   Web of Science ®Google Scholar
• Jöreskog, K. G., & Sörbom, D. (1996). LISREL 8: User’s reference guide. Chicago, IL: Scientific Software International.
   Google Scholar
• Kelley, S., Skinner, S., & Donnelly, J. Jr. (1992). Organizational socialization of service customers. Journal of Business Research, 25(3), 197–214. doi: 10.1016/0148-2963(92)90029-B
   Web of Science ®Google Scholar
• Kuo, N., Cheng, Y., Chiu, W., & Cho, S. (2016). Personalities of travel agents with strong sales records in Taiwan. Asia Pacific Journal of Tourism Research, 21(9), 1001–1019. doi: 10.1080/10941665.2015.1093514
   Web of Science ®Google Scholar
• Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293–311. doi: 10.1177/0092070304263330
   Web of Science ®Google Scholar
• Lee, J. J., & Hwang, J. (2016). An emotional labor perspective on the relationship between customer orientation and job satisfaction. International Journal of Hospitality Management, 54, 139–150. doi: 10.1016/j.ijhm.2016.01.008
   Web of Science ®Google Scholar
• Lin, Y., & Huang, K. (2015). Customer loyalty under the influence of revenue management: The case of Taiwanese hotel customers. Asia Pacific Journal of Tourism Research, 20(12), 1374–1388. doi: 10.1080/10941665.2014.981556
   Web of Science ®Google Scholar
• Liu, C., Horng, J., Chou, S., Chen, Y., Lin, Y., & Zhu, Y. (2015). An empirical examination of the form of relationship between sustainable tourism experiences and satisfaction. Asia Pacific Journal of Tourism Research, 21(7), 717–740. doi: 10.1080/10941665.2015.1068196
   Web of Science ®Google Scholar
• Louis, M. R. (1980). Surprise and sense making: What newcomers experience in entering unfamiliar organizational settings. Administrative Science Quarterly, 25(2), 226–251. doi: 10.2307/2392453
   PubMed Web of Science ®Google Scholar
• Luo, X., & Homburg, C. (2007). Neglected outcomes of customer satisfaction. Journal of Marketing, 71(2), 133–149. doi: 10.1509/jmkg.71.2.133
   Web of Science ®Google Scholar
• Mifsud, M., Cases, A., & N’Goala, G. (2015). Service appropriation: How do customers make the service their own? Journal of Service Management, 26(5), 706–725. doi: 10.1108/JOSM-04-2015-0136
   Web of Science ®Google Scholar
• Mustak, M., Jaakkola, E., Halinen, A., & Kaartemo, V. (2016). Customer participation management: Developing a comprehensive framework and a research agenda. Journal of Service Management, 27(3), 250–275. doi: 10.1108/JOSM-01-2015-0014
   Web of Science ®Google Scholar
• Oliver, R. L. (1977). Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. Journal of Applied psychology, 62(4), 480–486. doi: 10.1037/0021-9010.62.4.480
   Web of Science ®Google Scholar
• Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4), 33–44. doi: 10.2307/1252099
   Web of Science ®Google Scholar
• Oliver, R. L., & Swan, J. E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. Journal of Marketing, 53(2), 21–35. doi: 10.2307/1251411
   Web of Science ®Google Scholar
• Palmatier, R. W., Dant, R. P., Grewal, D., & Evans, K. R. (2006). Factors influencing the effectiveness of relationship marketing: A meta-analysis. Journal of Marketing, 70(4), 136–153. doi: 10.1509/jmkg.70.4.136
   Web of Science ®Google Scholar
• Reichheld, F. (1996) The loyalty effect. Boston, MA: Harvard Business School Press.
   Google Scholar
• Reichheld, F., & Sasser, W. (1990). Zero defections: Quality comes to service. Harvard Business Review, 68(5), 105–111.
   PubMed Web of Science ®Google Scholar
• Rust, R. T., & Zahorik, A. J. (1993). Customer satisfaction, customer retention, and market share. Journal of Retailing, 69(2), 193–215. doi: 10.1016/0022-4359(93)90003-2
   Web of Science ®Google Scholar
• Saxe, R., & Weitz, B. A. (1982). The SOCO scale: A measure of the customer orientation of salespeople. Journal of Marketing Research, 19(3), 343–351. doi: 10.2307/3151568
   Web of Science ®Google Scholar
• Shaw, G., Bailey, A., & Williams, A. (2011). Aspects of service-dominant logic and its implications for tourism management: Examples from the hotel industry. Tourism Management, 32(2), 207–214. doi: 10.1016/j.tourman.2010.05.020
   Web of Science ®Google Scholar
• Simester, D. I., Hauser, J. R., Wernerfelt, B., & Rust, R. T. (2000). Implementing quality improvement programs designed to enhance customer satisfaction: Quasi-experiments in the United States and Spain. Journal of Marketing Research, 37(1), 102–112. doi: 10.1509/jmkr.37.1.102.18721
   Web of Science ®Google Scholar
• Song, H., Lee, H., Lee, C., & Song, S. (2015). The role of CSR and responsible gambling in casino employees’ organizational commitment, job satisfaction, and customer orientation. Asia Pacific Journal of Tourism Research, 20(4), 455–471. doi: 10.1080/10941665.2013.877049
   Web of Science ®Google Scholar
• Stock, R. M., & Hoyer, W. D. (2005). An attitude-behavior model of salespeople’s customer orientation. Journal of the Academy of Marketing Science, 33(4), 536–552. doi: 10.1177/0092070305276368
   Web of Science ®Google Scholar
• Stokburger-Sauer, N. E., Scholl-Grissemann, U., Teichmann, K., & Wetzels, M. (2016). Value cocreation at its peak: The asymmetric relationship between coproduction and loyalty. Journal of Service Management, 27(4), 563–590. doi: 10.1108/JOSM-10-2015-0305
   Web of Science ®Google Scholar
• Tajfel, H., & Turner, J. C. (1986). The social identity theory of inter-group behavior. In S. Worchel & W. G. Austin (Eds.), Psychology of intergroup relations (pp. 7–24). Chicago, IL: Nelson-Hall.
   Google Scholar
• Teng, C. C., & Barrows, C. W. (2009). Service orientation: Antecedents, outcomes, and implications for hospitality research and practice. The Service Industries Journal, 29(10), 1413–1435. doi: 10.1080/02642060903026247
   Web of Science ®Google Scholar
• Tsaur, S. H., Lin, W. R., & Cheng, T. M. (2015). Toward a structural model of challenge experience in adventure recreation. Journal of Leisure Research, 47(3), 322–336.
   Web of Science ®Google Scholar
• Wang, Y., Wu, J., & Yang, Z. (2013). Customer participation and project performance: The mediating role of knowledge sharing in the Chinese telecommunication service industry. Journal of Business-to-Business Marketing, 20(4), 227–244. doi: 10.1080/1051712X.2013.840820
   Web of Science ®Google Scholar
• Xie, C., Bagozzi, R. P., & Troye, S. V. (2008). Trying to prosume: Toward a theory of consumers as co-creators of value. Journal of the Academy of Marketing Science, 36(1), 109–122. doi: 10.1007/s11747-007-0060-2
   Web of Science ®Google Scholar
• Yim, C. K., Chan, K. W., & Lam, S. S. (2012). Do customers and employees enjoy service participation? Synergistic effects of self-and other-efficacy. Journal of Marketing, 76(6), 121–140. doi: 10.1509/jm.11.0205
   Web of Science ®Google Scholar
• Yiu, M., & Law, R. (2014). Review and application of knowledge management and knowledge sharing in tourism. Asia Pacific Journal of Tourism Research, 19(7), 737–759. doi: 10.1080/10941665.2013.812128
   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), 3l–46. doi: 10.2307/1251929
   Web of Science ®Google Scholar