Influential factors of loyalty and disloyalty of travellers towards traditional-resorts

References

• Aksoy, S., & Ozbuk, M. Y. (2017). Multiple criteria decision making in hotel location: Does it relate to postpurchase consumer evaluations? Tourism Management Perspectives, 22, 73–81. https://doi.org/10.1016/j.tmp.2017.02.001
   Web of Science ®Google Scholar
• Alaimo, C., Kallinikos, J., & Valderrama-Venegas, E. (2020). Platform evolution: A study of TripAdvisor. (Ed.),^(Eds.). Proceedings of the 53rd Hawaii International Conference on System Sciences. Manoa, USA.
   Google Scholar
• Al-Tit, A. A. (2015). The effect of service and food quality on customer satisfaction and hence customer retention. Asian Social Science, 11(23), 129. https://doi.org/10.5539/ass.v11n23p129
   Google Scholar
• Anselmsson, J., & Johansson, U. (2014). A comparison of customer perceived service quality in discount versus traditional grocery stores: An examination of service quality measurement scales in a Swedish context. International Journal of Quality and Service Sciences, 6(4), 369–386. h ttps://d oi.org/h ttps://d oi.org/1 0.1108/IJQSS0320130012
   Google Scholar
• Berezan, O., Krishen, A. S., Tanford, S., & Raab, C. (2017). Style before substance? Building loyalty through marketing communication congruity. European Journal of Marketing, 51(7/8), 1332–1352. h ttps://d oi.org/h ttps://d oi.org/1 0.1108/EJM0620150314
   Web of Science ®Google Scholar
• Berezina, K., Bilgihan, A., Cobanoglu, C., & Okumus, F. (2016). Understanding satisfied and dissatisfied hotel customers: Text mining of online hotel reviews. Journal of Hospitality Marketing & Management, 25(1), 1–24. h ttps://d oi.org/1 0.1 080/19368623.2015.983631
   Web of Science ®Google Scholar
• Cantallops, A. S., & Salvi, F. (2014). New consumer behavior: A review of research on eWOM and hotels. International Journal of Hospitality Management, 36(January 2014), 41–51. h ttps://d oi.org/1 0.1 016/j.ijhm.2013.08.007
   Web of Science ®Google Scholar
• Del Bosque, I. R., & San Martín, H. (2008). Tourist satisfaction a cognitive-affective model. Annals of Tourism Research, 35(2), 551–573. h ttps://d oi.org/1 0.1016/j.annals.2008.02.006
   Web of Science ®Google Scholar
• Erskine, R. (2017). 20 online reputation statistics that every business owner needs to know. Forbes, September, 19.
   Google Scholar
• Evangelopoulos, N. (2011). Citing Taylor: Tracing Taylorism’s technical and sociotechnical duality through latent semantic analysis. Journal of Business and Management, 17(1), 57–74. h ttp://jbm.johogo.com/pdf/volume/1701/JBM-1701-05-full.pdf
   Google Scholar
• Faullant, R., Matzler, K., & Mooradian, T. A. (2011). Personality, basic emotions, and satisfaction: Primary emotions in the mountaineering experience. Tourism Management, 32(6), 1423–1430. h ttps://d oi.org/1 0.1016/j.tourman.2011.01.004
   Web of Science ®Google Scholar
• Grappi, S., & Montanari, F. (2011). The role of social identification and hedonism in affecting tourist re-patronizing behaviours: The case of an Italian festival. Tourism Management, 32(5), 1128–1140. https://doi.org/10.1016/j.tourman.2010.10.001
   Web of Science ®Google Scholar
• Gu, H., & Ryan, C. (2008). Chinese clientele at Chinese hotels—Preferences and satisfaction. International Journal of Hospitality Management, 27(3), 337–345. https://doi.org/10.1016/j.ijhm.2007.10.005
   Web of Science ®Google Scholar
• Hales, C., & Mecrate-Butcher, J. (1994). ‘Internal marketing’and human resource management in hotel consortia. International Journal of Hospitality Management, 13(4), 313–326. h ttps://d oi.org/h ttps://d oi.org/1 0.1016/02784319(94)900698
   Google Scholar
• Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. International Journal of Service Industry Management, 7(4), 27–42. h ttps://d oi.org/h ttps://d oi.org/1 0.1108/09564239610129931
   Google Scholar
• Han, H., Lee, J.-S., Trang, H. L. T., & Kim, W. (2018). Water conservation and waste reduction management for increasing guest loyalty and green hotel practices. International Journal of Hospitality Management, 75(September 2018), 58–66. https://doi.org/10.1016/j.ijhm.2018.03.012
   Web of Science ®Google Scholar
• Hanna, G., & Kulykovets, O. (2020). Hotel brand loyalty a systematic literature review. Sustainability, 12(12), 1–34. https://www.mdpi.com/2071-1050/12/12/4810
   PubMed Web of Science ®Google Scholar
• Herzberg, F. (1964). The motivation-hygiene concept and problems of manpower. Personnel Administration.
   Google Scholar
• Horng, J.-S., Liu, C.-H., Chou, H.-Y., & Tsai, C.-Y. (2012). Understanding the impact of culinary brand equity and destination familiarity on travel intentions. Tourism Management, 33(4), 815–824. https://doi.org/10.1016/j.tourman.2011.09.004
   Web of Science ®Google Scholar
• Hossain, M. M., Prybutok, V., & Evangelopoulos, N. (2011). Causal latent semantic analysis (cLSA): An illustration. International Business Research, 4(2). https://doi.org/10.5539/ibr.v4n2p38
   Google Scholar
• Hutchinson, K., Donnell, L. V., Gilmore, A., & Reid, A. (2015). Loyalty card adoption in SME retailers: The impact upon marketing management. European Journal of Marketing, 49(3/4), 467–490. h ttps://d oi.org/h ttps://d oi.org/1 0.1108/EJM0620130321
   Web of Science ®Google Scholar
• Jabr, W. (2013, July). Know yourself and know your enemy: An analysis of firm recommendations and consumer reviews in a competitive environment. Jabr, Wael and Eric Zheng.” MIS Quarterly, 38(3), 635–654. h ttps://d oi.org/h ttps://d oi.org/1 0.25300/MISQ/2014/38.3.01
   Web of Science ®Google Scholar
• Jalonen, H., & Jussila, J. (2016). Developing a conceptual model for the relationship between social media behavior, negative consumer emotions and brand disloyalty. (Ed.),^(Eds.). Conference on e-Business, e-Services and e-Society. Swansea, the United Kingdom.
   Google Scholar
• Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346–351. h ttps://d oi.org/h ttps://d oi.org/1 0.1108/09596110010342559
   Google Scholar
• Kandampully, J., Zhang, T. C., & Bilgihan, A. (2015). Customer loyalty: A review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379–414. h ttps://d oi.org/h ttps://d oi.org/1 0.1108/IJCHM0320140151
   Web of Science ®Google Scholar
• Koo, B., Yu, J., & Han, H. (2020). The role of loyalty programs in boosting hotel guest loyalty: Impact of switching barriers. International Journal of Hospitality Management, 84(January 2020), 102328. https://doi.org/10.1016/j.ijhm.2019.102328
   Web of Science ®Google Scholar
• Landauer, T. K., & Dumais, S. T. (1997). A solution to Plato’s problem: The latent semantic analysis theory of acquisition, induction, and representation of knowledge. Psychological Review, 104(2), 211. h ttps://d oi.org/h ttps://d oi.org/1 0.1037/0033295X.104.2.211
   Web of Science ®Google Scholar
• Lee, D., Moon, J., Kim, Y. J., & Mun, Y. Y. (2015). Antecedents and consequences of mobile phone usability: Linking simplicity and interactivity to satisfaction, trust, and brand loyalty. Information & Management, 52(3), 295–304. h ttps://d oi.org/h ttps://d oi.org/1 0.1016/j.im.2014.12.001
   Web of Science ®Google Scholar
• Lee, J. J., Capella, M. L., Taylor, C. R., & Gabler, C. B. (2014). The financial impact of loyalty programs in the hotel industry: A social exchange theory perspective. Journal of Business Research, 67(10), 2139–2146. https://doi.org/10.1016/j.jbusres.2014.04.023
   Web of Science ®Google Scholar
• Lee, S., & Heo, C. Y. (2009). Corporate social responsibility and customer satisfaction among US publicly traded hotels and restaurants. International Journal of Hospitality Management, 28(4), 635–637. https://doi.org/10.1016/j.ijhm.2009.02.007
   Web of Science ®Google Scholar
• Li, M.-W., Teng, H.-Y., & Chen, C.-Y. (2020). Unlocking the customer engagement-brand loyalty relationship in tourism social media: The roles of brand attachment and customer trust. Journal of Hospitality and Tourism Management, 44(September 2020), 184–192. https://doi.org/10.1016/j.jhtm.2020.06.015
   Web of Science ®Google Scholar
• Li, Y., & Joshi, K. (2012). The state of social computing research: A literature review and synthesis using the latent semantic analysis approach. AMCIS 2012 Proceedings, Seattle. https://aisel.aisnet.org/amcis2012/proceedings/DecisionSupport/13/
   Google Scholar
• Lockyer, T. (2005). Understanding the dynamics of the hotel accommodation purchase decision. International Journal of Contemporary Hospitality Management, 17(6), 481–492. h ttps://d oi.org/h ttps://d oi.org/1 0.1108/09596110510612121
   Google Scholar
• Maroco, A., & Maroco, J. (2013). Service quality, customer satisfaction and loyalty. European Journal of Tourism, Hospitality and Recreation, 4(3), 118–145. https://oapub.org/soc/index.php/EJMMS/article/view/264
   Google Scholar
• Mazaheri, Z. (2019). Statistics of iranian ecotourism resorts. https://www.eligasht.com/Blog/news/آمار-اقامتگاه-های-بوم-گردی-کشور/
   Google Scholar
• Olbrich, R., & Holsing, C. (2011). Modeling consumer purchasing behavior in social shopping communities with clickstream data. International Journal of Electronic Commerce, 16(2), 15–40. https://doi.org/10.2753/JEC1086-4415160202
   Web of Science ®Google Scholar
• Oliver, R. L. (2010). Consumer brand loyalty. Wiley International Encyclopedia of Marketing. h ttps://d oi.org/h ttps://d oi.org/1 0.1002/9781444316568.wiem03025
   Google Scholar
• Phillips, P., Barnes, S., Zigan, K., & Schegg, R. (2017). Understanding the impact of online reviews on hotel performance: An empirical analysis. Journal of Travel Research, 56(2), 235–249. https://doi.org/10.1177/0047287516636481
   Web of Science ®Google Scholar
• Rasoolimanesh, S. M., Iranmanesh, M., Amin, M., Hussain, K., Jaafar, M., & Ataeishad, H. (2020). Are functional, emotional and social values interrelated? A study of traditional guesthouses in Iran. International Journal of Contemporary Hospitality Management, 32(9), 2857–2880. h ttps://d oi.org/h ttps://d oi.org/1 0.1108/IJCHM0320200193
   Web of Science ®Google Scholar
• Rowley, J., & Dawes, J. (2000). Disloyalty: A closer look at non‐loyals. Journal of Consumer Marketing, 17(6), 538–547. h ttps://d oi.org/h ttps://d oi.org/1 0.1108/07363760010349948
   Google Scholar
• Ruhanen, L. (2019). The prominence of eco in ecotourism experiences: An analysis of post-purchase online reviews. Journal of Hospitality and Tourism Management, 39(June 2019), 110–116. h ttps://d oi.org/1 0.1016/j.jhtm.2019.03.006
   Web of Science ®Google Scholar
• Said, M., Hamzah, D., Muis, M., & Jusni, J. (2016). Mplications of establishing location, physical evidence, and customer satisfaction level of customer loyalty in ritel modern in Makassar. International Journal of Scientific and Technology Research, 5(1), 107–114. h ttps://w ww.ijstr.org/paper-references.php?ref=IJSTR-1215-13064
   Google Scholar
• Sánchez-García, I., & Currás-Pérez, R. (2011). Effects of dissatisfaction in tourist services: The role of anger and regret. Tourism Management, 32(6), 1397–1406. https://doi.org/10.1016/j.tourman.2011.01.016
   Web of Science ®Google Scholar
• Shilpa, B. (2016). Effect of employees on customer’s loyalty in hotel industry. Empirical Journal of Interdisciplinary Research, 2(5), 1704–1710. https://www.semanticscholar.org/paper/Effect-of-Employees-on-Customers-Loyalty-in-Hotel-Bagdare/f6c73a816992d5c7f4d36c91f0784335ddb8bf7a
   Google Scholar
• Tanford, S., Raab, C., & Kim, Y.-S. (2012). Determinants of customer loyalty and purchasing behavior for full-service and limited-service hotels. International Journal of Hospitality Management, 31(2), 319–328. https://doi.org/10.1016/j.ijhm.2011.04.006
   Web of Science ®Google Scholar
• Torres, E. N., Fu, X., & Lehto, X. (2014). Examining key drivers of customer delight in a hotel experience: A cross-cultural perspective. International Journal of Hospitality Management, 36(January 2014), 255–262. https://doi.org/10.1016/j.ijhm.2013.09.007
   Web of Science ®Google Scholar
• Varun, K., & Indu, B. (2015). Internal marketing: A tool for success of hotel industry. Advances in Management, 8(4), 1. https://www.academia.edu/18671379/Internal_Marketing_A_tool_for_success_of_Hotel_Industry
   Google Scholar
• Verhagen, T., Nauta, A., & Feldberg, F. (2013). Negative online word-of-mouth: Behavioral indicator or emotional release? Computers in Human Behavior, 29(4), 1430–1440. https://doi.org/10.1016/j.chb.2013.01.043
   Web of Science ®Google Scholar
• Wangchan, R., & Worapishet, T. (2019). Factors influencing customer loyalty in hotel business: Case study of five-star hotels in Bangkok, Thailand. Asian Administration & Management Review, 2(1). h ttps://d oi.org/h ttps://ssrn.com/abstract=3368012
   Google Scholar
• Wilkins, H., Merrilees, B., & Herington, C. (2009). The determinants of loyalty in hotels. Journal of Hospitality Marketing & Management, 19(1), 1–21. h ttps://d oi.org/1 0.1 080/19368620903327626
   Google Scholar
• Xu, X., & Li, Y. (2016). The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach. International Journal of Hospitality Management, 55(May 2016), 57–69. https://doi.org/10.1016/j.ijhm.2016.03.003
   Web of Science ®Google Scholar
• Xu, X., & Schrier, T. (2019). Hierarchical effects of website aesthetics on customers’ intention to book on hospitality sharing economy platforms. Electronic Commerce Research and Applications, 35(May–June 2019), 100856. https://doi.org/10.1016/j.elerap.2019.100856
   Web of Science ®Google Scholar
• Zhang, H., Zhao, L., & Gupta, S. (2018). The role of online product recommendations on customer decision making and loyalty in social shopping communities. International Journal of Information Management, 38(1), 150–166. https://doi.org/10.1016/j.ijinfomgt.2017.07.006
   Web of Science ®Google Scholar
• Zhao, X. R., Wang, L., Guo, X., & Law, R. (2015). The influence of online reviews to online hotel booking intentions. International Journal of Contemporary Hospitality Management, 27(6), 1343–1364. h ttps://d oi.org/h ttps://d oi.org/1 0.1108/IJCHM122013–0542
   Web of Science ®Google Scholar
• Zhou, S., Yan, Q., Yan, M., & Shen, C. (2020). Tourists’ emotional changes and eWOM behavior on social media and integrated tourism websites. International Journal of Tourism Research, 22(3), 336–350. h ttps://d oi.org/h ttps://d oi.org/1 0.1002/jtr.2339
   Web of Science ®Google Scholar
• Zsarnoczky, M. (2018). The digital future of the tourism & hospitality industry. Boston Hospitality Review, Spring.
   Google Scholar