Exploring antecedents and consequences of tourists’ perceived relationship investment from new perspectives in the tour group context

References

• Balaji, M. S. (2015). Investing in customer loyalty: The moderating role of relational characteristics. Service Business, 9(1), 17–40. https://doi.org/10.1007/s11628-013-0213-y
   Web of Science ®Google Scholar
• Bergeron, J., & Vachon, M.-A. (2008). The effects of humour usage by financial advisors in sales encounters. International Journal of Bank Marketing, 26(6), 376–398. https://doi.org/10.1108/02652320810902424
   Google Scholar
• Blau, P. M. (1964). Exchange and power in social life. Wiley.
   Google Scholar
• Bollen, K. A., & Stine, R. A. (1992). Bootstrapping goodness-of-fit measures in structural equation models. Sociological Methods & Research, 21(2), 205–229. https://doi.org/10.1177/0049124192021002004
   Web of Science ®Google Scholar
• Brady, M. K., & Cronin, J. J. (2001). Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of Service Research, 3(3), 241–251. https://doi.org/10.1177/109467050133005
   Google Scholar
• Cambra-Fierro, J., Melero-Polo, I., Sese, F. J., & van Doorn, J. (2018). Customer-firm interactions and the path to profitability: A chain-of-effects model. Journal of Service Research, 21(2), 201–218. https://doi.org/10.1177/1094670517738369
   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), 219–247. https://doi.org/10.1080/10941665.2012.739189
   Web of Science ®Google Scholar
• Chen, C. Y., Chen, C. C., Chen, Y. S., & Wey, S. C. (2011). Moderating effects in relationship marketing: The roles of customer expertise and price orientation. African Journal of Business Management, 5(22), 9490–9502. https://doi.org/10.5897/AJBM.9000417
   Google Scholar
• Cheng, J. C., Chen, C. Y., Yen, C. H., & Teng, H. Y. (2017). Building customer satisfaction with tour leaders: The roles of customer trust, justice perception, and cooperation in group package tours. Asia Pacific Journal of Tourism Research, 22(4), 395–407. https://doi.org/10.1080/10941665.2016.1271816
   Web of Science ®Google Scholar
• Cheng, J. C., Wu, C. S., Yen, C. H., & Chen, C. Y. (2016). Tour leader attachment and customer citizenship behaviors in group package tour: The role of customer commitment. Asia Pacific Journal of Tourism Research, 21(6), 642–657. https://doi.org/10.1080/10941665.2015.1068192
   Web of Science ®Google Scholar
• Chiew, T. M., Mathies, C., & Patterson, P. (2019). The effect of humour usage on customer’s service experiences. Australian Journal of Management, 44(1), 109–127. https://doi.org/10.1177/0312896218775799
   Web of Science ®Google Scholar
• Cooper, C. D., Kong, D. T., & Crossley, C. D. (2018). Leader humor as an interpersonal resource: Integrating three theoretical perspectives. Academy of Management Journal, 61(2), 769–796. https://doi.org/10.5465/amj.2014.0358
   Web of Science ®Google Scholar
• Cropanzano, R., & Mitchell, M. S. (2005). Social exchange theory: An interdisciplinary review. Journal of Management, 31(6), 874–900. https://doi.org/10.1177/0149206305279602
   Web of Science ®Google Scholar
• Curran, P. J., West, S. G., & Finch, J. F. (1996). The robustness of test statistics to nonnormality and specification error in confirmatory factor analysis. Psychological Methods, 1(1), 16–29. https://doi.org/10.1037/1082-989X.1.1.16
   Web of Science ®Google Scholar
• Dang, V. T., Nguyen, N., & Pervan, S. (2020). Retailer corporate social responsibility and consumer citizenship behavior: The mediating roles of perceived consumer effectiveness and consumer trust. Journal of Retailing and Consumer Services, 55, 102082. https://doi.org/10.1016/j.jretconser.2020.102082
   Web of Science ®Google Scholar
• Deb, M. (2018). Store attributes, relationship investment, culture, religiosity and relationship quality: A cross-cultural study. International Journal of Retail & Distribution Management, 46(7), 615–637. https://doi.org/10.1108/IJRDM-10-2017-0225
   Web of Science ®Google Scholar
• De Wulf, K., Odekerken-Schröder, G., & Iacobucci, D. (2001). Investments in consumer relationships: A cross-country and cross-industry exploration. Journal of Marketing, 65(4), 33–50. https://doi.org/10.1509/jmkg.65.4.33.18386
   Web of Science ®Google Scholar
• Di, E., Huang, C. J., Chen, I. H., & Yu, T. C. (2010). Organisational justice and customer citizenship behaviour of retail industries. The Service Industries Journal, 30(11), 1919–1934. https://doi.org/10.1080/02642060802627533
   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. https://doi.org/10.1177/002224378101800104
   Web of Science ®Google Scholar
• Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis (7th ed.). Prentice Hall.
   Google Scholar
• Hasan, S. F. E., Mortimer, G., Lings, I. N., & Neale, L. (2017). Examining the antecedents and consequences of gratitude. Journal of Services Marketing, 31(1), 34–47. https://doi.org/10.1108/JSM-01-2016-0048
   Web of Science ®Google Scholar
• Jose, P. E. (2013). Doing statistical mediation and moderation. Guilford Press.
   Google Scholar
• Jung, J. H., & Yoo, J. J. (2017). Customer-to-customer interactions on customer citizenship behavior. Service Business, 11(1), 117–139. https://doi.org/10.1007/s11628-016-0304-7
   Web of Science ®Google Scholar
• Kim, M. S., Shin, D. J., & Koo, D. W. (2018). The influence of perceived service fairness on brand trust, brand experience and brand citizenship behavior. International Journal of Contemporary Hospitality Management, 30(7), 2603–2621. https://doi.org/10.1108/IJCHM-06-2017-0355
   Web of Science ®Google Scholar
• Kumar, J., & Kumar, V. (2020). Drivers of brand community engagement. Journal of Retailing and Consumer Services, 54, 101949. https://doi.org/10.1016/j.jretconser.2019.101949
   Web of Science ®Google Scholar
• Kuo, N. T., Chang, K. C., Cheng, Y. S., & Lin, J. C. (2016). Effects of tour guide interpretation and tourist satisfaction on destination loyalty in Taiwan’s Kinmen Battlefield Tourism: Perceived playfulness and perceived flow as moderators. Journal of Travel & Tourism Marketing, 33(sup1), 103–122. https://doi.org/10.1080/10548408.2015.1008670
   Web of Science ®Google Scholar
• Lai, I. K. W. (2014). The role of service quality, perceived value, and relationship quality in enhancing customer loyalty in the travel agency sector. Journal of Travel & Tourism Marketing, 31(3), 417–442. https://doi.org/10.1080/10548408.2014.883346
   Web of Science ®Google Scholar
• Lee, J. S., Kim, S., & Pan, S. (2014). The role of relationship marketing investments in customer reciprocity. International Journal of Contemporary Hospitality Management, 26(8), 1200–1224. https://doi.org/10.1108/IJCHM-04-2013-0166
   Web of Science ®Google Scholar
• Li, S., Chen, G., Liu, M., Xu, J., Cao, J., & Yang, J. (2022). How does tour guide humor influence tourist citizenship behavior? Journal of Hospitality and Tourism Management, 50, 108–118. https://doi.org/10.1016/j.jhtm.2022.01.005
   Web of Science ®Google Scholar
• Liang, C. J., & Wang, W. H. (2006). The behavioural sequence of the financial services industry in Taiwan: Service quality, relationship quality and behavioural loyalty. The Service Industries Journal, 26(2), 119–145. https://doi.org/10.1080/02642060500369131
   Web of Science ®Google Scholar
• Lin, H., Tian, J., Kong, Y., & Gao, J. (2022). Impact of tour guide humor on tourist pro-environmental behavior: Utilizing the conservation of resources theory. Journal of Destination Marketing & Management, 25, 100728. https://doi.org/10.1016/j.jdmm.2022.100728
   Web of Science ®Google Scholar
• Liu, J. S., & Tsaur, S. H. (2014). We are in the same boat: Tourist citizenship behaviors. Tourism Management, 42, 88–100. https://doi.org/10.1016/j.tourman.2013.11.001
   Web of Science ®Google Scholar
• Mathies, C., Chiew, T. M., & Kleinaltenkamp, M. (2016). The antecedents and consequences of humour for service A review and directions for research. Journal of Service Theory and Practice, 26(2), 137–162. https://doi.org/10.1108/JSTP-09-2014-0187
   Web of Science ®Google Scholar
• Mimouni-Chaabane, A., & Voile, P. (2010). Perceived benefits of loyalty programs: Scale development and implications for relational strategies. Journal of Business Research, 63(1), 32–37. https://doi.org/10.1016/j.jbusres.2009.01.008
   Web of Science ®Google Scholar
• Min, J. C. H. (2016). Guiding the guides: Developing indicators of tour guides’ service quality. Total Quality Management and Business Excellence, 27(9–10), 1043–1062. https://doi.org/10.1080/14783363.2015.1060123
   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. https://doi.org/10.1177/002224299405800302
   Web of Science ®Google Scholar
• Olavarría-Jaraba, A., Cambra-Fierro, J. J., Centeno, E., & Vázquez-Carrasco, R. (2018). Relationship quality as an antecedent of customer relationship proneness: A cross-cultural study between Spain and Mexico. Journal of Retailing and Consumer Services, 42, 78–87. https://doi.org/10.1016/j.jretconser.2018.01.011
   Web of Science ®Google Scholar
• Pabel, A., & Pearce, P. L. (2015). Highlighting the benefits of tourism humour: The views of tourists. Tourism Management Perspectives, 16, 357–364. https://doi.org/10.1016/j.tmp.2015.10.002
   Web of Science ®Google Scholar
• Pabel, A., & Pearce, P. L. (2016). Tourists’ responses to humour. Annals of Tourism Research, 57, 190–205. https://doi.org/10.1016/j.annals.2015.12.018
   Web of Science ®Google Scholar
• Pabel, A., & Pearce, P. L. (2018). Selecting humour in tourism settings – a guide for tourism operators. Tourism Management Perspectives, 25, 64–70. https://doi.org/10.1016/j.tmp.2017.11.005
   Web of Science ®Google Scholar
• Pearce, P. L. (2009). Now that is funny: Humour in tourism settings. Annals of Tourism Research, 36(4), 627–644. https://doi.org/10.1016/j.annals.2009.05.003
   Web of Science ®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. https://doi.org/10.1037/0021-9010.88.5.879
   PubMed Web of Science ®Google Scholar
• Rafiq, M., Fulford, H., & Lu, X. (2013). Building customer loyalty in online retailing: The role of relationship quality. Journal of Marketing Management, 29(3–4), 494–517. https://doi.org/10.1080/0267257X.2012.737356
   Google Scholar
• Rasoolimanesh, S. M., Wang, M., Roldan, J. L., & Kunasekaran, P. (2021). Are we in right path for mediation analysis? Reviewing the literature and proposing robust guidelines. Journal of Hospitality and Tourism Management, 48, 395–405. https://doi.org/10.1016/j.jhtm.2021.07.013
   Web of Science ®Google Scholar
• Richardson, H. A., Simmering, M. J., & Sturman, M. C. (2009). A tale of three perspectives: Examining post hoc statistical techniques for detection and correction of common method variance. Organizational Research Methods, 12(4), 762–800. https://doi.org/10.1177/1094428109332834
   Web of Science ®Google Scholar
• Roberts-Lombard, M. (2011). The customer market practices of the travel agency industry in the Gauteng Province of South Africa. African Journal of Business Management, 5(8), 3096–3108. https://doi.org/10.5897/AJBM.9000560
   Google Scholar
• Ruch, W. (1993). Exhilaration and humor. In M. Lewis, & J. M. Haviland (Eds.), The handbook of emotions (pp. 605–616). Guilford Publications.
   Google Scholar
• Ryu, K., & Lee, J. C. (2017). Examination of restaurant quality, relationship benefits, and customer reciprocity from the perspective of relationship marketing investments. Journal of Hospitality & Tourism Research, 41(1), 66–92. https://doi.org/10.1177/1096348013515919
   Web of Science ®Google Scholar
• Sayil, E. M., Akyol, A., & Simsek, G. G. (2019). An integrative approach to relationship marketing, customer value, and customer outcomes in the retail banking industry: A customer-based perspective from Turkey. The Service Industries Journal, 39(5–6), 420–461. https://doi.org/10.1080/02642069.2018.1516755
   Web of Science ®Google Scholar
• Shi, G., Bu, H., Ping, Y., Liu, M. T., & Wang, Y. (2016). Customer relationship investment and relationship strength: Evidence from insurance industry in China. Journal of Services Marketing, 30(2), 201–211. https://doi.org/10.1108/JSM-03-2014-0088
   Web of Science ®Google Scholar
• Siu, N. Y. M., Zhang, T. J. F., Dong, P., & Kwan, H. Y. (2013). New service bonds and customer value in customer relationship management: The case of museum visitors. Tourism Management, 36, 293–303. https://doi.org/10.1016/j.tourman.2012.12.001
   Web of Science ®Google Scholar
• Stevens, J. (1996). Applied multivariate statistics for the social sciences (3rd ed.). Lawrence Erlbaum.
   Google Scholar
• Su, L., Hsu, M. K., & Swanson, S. (2017). The effect of tourist relationship perception on destination loyalty at a world heritage site in China. Journal of Hospitality & Tourism Research, 41(2), 180–210. https://doi.org/10.1177/1096348014525630
   Web of Science ®Google Scholar
• Teng, H. Y., & Tsai, C. H. (2020). Can tour leader likability enhance tourist value co-creation behaviors? The role of attachment. Journal of Hospitality and Tourism Management, 45, 285–294. https://doi.org/10.1016/j.jhtm.2020.08.018
   Web of Science ®Google Scholar
• Tojib, D., & Khajehzadeh, S. (2017). Mitigating customers’ negative responses to physical presence reduction. Journal of Retailing and Consumer Services, 37, 109–118. https://doi.org/10.1016/j.jretconser.2017.03.009
   Web of Science ®Google Scholar
• Torres-Moraga, E., Rodriguez-Sanchez, C., & Sancho-Esper, F. (2021). Understanding tourist citizenship behavior at the destination level. Journal of Hospitality and Tourism Management, 49, 592–600. https://doi.org/10.1016/j.jhtm.2021.11.009
   Web of Science ®Google Scholar
• Tsai, C. Y., Wang, M. T., & Tseng, H. T. (2016). The impact of tour guides’ physical attractiveness, sense of humor, and seniority on guide attention and efficiency. Journal of Travel & Tourism Marketing, 33(6), 824–836. https://doi.org/10.1080/10548408.2015.1068264
   Web of Science ®Google Scholar
• Tsaur, S. H., & Teng, H. Y. (2017). Exploring tour guiding styles: The perspective of tour leader roles. Tourism Management, 59, 438–448. https://doi.org/10.1016/j.tourman.2016.09.005
   Web of Science ®Google Scholar
• Tsaur, S. H., Yang, T. L., & Tsai, C. H. (2021). Tour leader likeability and tourist citizenship behaviours: Mediating effect of perceived value. Current Issues in Tourism, 24(18), 2628–2642. https://doi.org/10.1080/13683500.2020.1849044
   Web of Science ®Google Scholar
• Tu, H., Guo, W., Xiao, X., & Yan, M. (2020). The relationship between tour guide humor and tourists’ behavior intention: A cross-level analysis. Journal of Travel Research, 59(8), 1478–1492. https://doi.org/10.1177/0047287519883033
   Web of Science ®Google Scholar
• Virto, N. R., Punzón, J. G., López, M. F. B., & Figueiredo, J. (2019). Perceived relationship investment as a driver of loyalty: The case of Conimbriga Monographic Museum. Journal of Destination Marketing & Management, 11, 23–31. https://doi.org/10.1016/j.jdmm.2018.11.001
   Web of Science ®Google Scholar
• Xu, F., Tan, J., Lu, L., Li, S., & Qin, L. (2021). How does value co-creation behavior affect destination loyalty? A role switching perspective. Journal of Theoretical and Applied Electronic Commerce Research, 16(5), 1805–1826. https://doi.org/10.3390/jtaer16050101
   Web of Science ®Google Scholar
• Yen, C. H., Chen, C. Y., Cheng, J. C., & Teng, H. Y. (2018). Brand attachment, tour leader attachment, and behavior intentions of tourists. Journal of Hospitality & Tourism Research, 42(3), 365–391. https://doi.org/10.1177/1096348015584438
   Web of Science ®Google Scholar
• Yi, Y., & Gong, T. (2013). Customer value co-creation behavior: Scale development and validation. Journal of Business Research, 66(9), 1279–1284. https://doi.org/10.1016/j.jbusres.2012.02.026
   Web of Science ®Google Scholar
• Yoon, D., Choi, S. M., & Sohn, D. (2008). Building customer relationships in an electronic age: The role of interactivity of e-commerce web sites. Psychology and Marketing, 25(7), 602–618. https://doi.org/10.1002/mar.20227
   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. https://doi.org/10.1177/002224298805200302
   Web of Science ®Google Scholar
• Zhang, C. X., & Pearce, P. L. (2016). Experiencing Englishness: Humour and guided tours. Tourism Recreation Research, 41(3), 259–271. https://doi.org/10.1080/02508281.2016.1188486
   Web of Science ®Google Scholar