References
- Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. doi:10.1016/0749-5978(91)90020-T
- Au, N., Buhalis, D., & Law, R. (2009). Complaints on the online environment—The case of Hong Kong hotels Information and communication technologies in tourism 2009 (pp. 73–85). New York, NY: Springer. doi:10.1007/978-3-211-93971-0
- Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785–804. doi:10.1016/S0160-7383(99)00108-5
- Barsky, J., & Nash, L. (2003). Customer satisfaction applying concepts to industry-wide measures. Cornell Hotel and Restaurant Administration Quarterly, 44(5–6), 173–183. doi:10.1016/S0010-8804(03)90122-4
- Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). The service-quality puzzle. Business Horizons, 31(5), 35–43. doi:10.1016/0007-6813(88)90053-5
- Brown, J., Broderick, A. J., & Lee, N. (2007). Word of mouth communication within online communities: Conceptualizing the online social network. Journal of Interactive Marketing, 21(3), 2–20. doi:10.1002/dir.20082
- Cavana, R., Delahaye, B. L., & Sekeran, U. (2001). Applied business research: Qualitative and quantitative methods. Milton, Queensland: John Wiley & Sons Australia.
- Chin, W. W. (1998). Commentary: Issues and opinion on structural equation modeling. MIS Quarterly, 22(1), vii–xvi.
- Chua, A. Y. K., & Banerjee, S. (2013). Reliability of reviews on the Internet: The case of Tripadvisor. Paper presented at the WCECS, San Francisco, USA.
- Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. The Journal of Marketing, 58, 125–131. doi:10.2307/1252256
- Crosby, P. B. (1979). Quality is free: The art of making quality certain (Vol. 94). New York, NY: McGraw-Hill.
- Cudeck, R. (2000). Exploratory factor analysis. Handbook of Applied Multivariate Statistics and Mathematical Modeling, 265–296.
- Cunningham, W. A., Preacher, K. J., & Banaji, M. R. (2001). Implicit attitude measures: Consistency, stability, and convergent validity. Psychological Science, 12(2), 163–170. doi:10.1111/1467-9280.00328
- Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13, 319–340. doi:10.2307/249008
- Devitt, J. H., Kurrek, M. M., Cohen, M. M., Fish, K., Fish, P., Noel, A. G., & Szalai, J.-P. (1998). Testing internal consistency and construct validity during evaluation of performance in a patient simulator. Anesthesia & Analgesia, 86(6), 1160–1164.
- Dickinger, A., & Bauernfeind, U. (2009). An analysis of corporate e‐mail communication as part of airlines’service recovery strategy. Journal of Travel & Tourism Marketing, 26(2), 156–168. doi:10.1080/10548400902864651
- Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention and behavior: An introduction to theory and research. Reading, MA: Addison-Wesley Publisher.
- Fisher, R. A. (1915). Frequency distribution of the values of the correlation coefficient in samples from an indefinitely large population. Biometrika, 10(4), 507–521.
- Harrison-Walker, L. J. (2001). E-complaining: A content analysis of an Internet complaint forum. Journal of Services Marketing, 15(5), 397–412. doi:10.1108/EUM0000000005657
- Heaney, J.-G. (2007). Generations X and Ys Internet banking usage in Australia. Journal of Financial Services Marketing, 11(3), 196–210. doi:10.1057/palgrave.fsm.4760052
- Hoyle, R. H. (2000). Confirmatory factor analysis. Handbook of Applied Multivariate Statistics and Mathematical Modeling, 465–497.
- Jackson, D. L. (2003). Revisiting sample size and number of parameter estimates: Some support for the N: q hypothesis. Structural Equation Modeling, 10(1), 128–141.
- Kandampully, J. (1998). Service quality to service loyalty: A relationship which goes beyond customer services. Total Quality Management, 9(6), 431–443. doi:10.1080/0954412988370
- Kline, R. B. (2011). Principles and practice of structural equation modeling. New York, NY: Guilford press.
- Knutson, B. J. (1988). Frequent travelers: Making them happy and bringing them back. The Cornell Hotel and Restaurant Administration Quarterly, 29(1), 82–87. doi:10.1177/001088048802900121
- Kotler, P., Bowen, J. T., & Makens, J. C. (1999). Marketing for hospitality and tourism (5th ed.). India: Pearson Education.
- Lunneborg, C. E. (1979). Book review: Psychometric theory: Secon d Edition Jum C. Nunnally New York: McGraw-Hill, 1978, 701 pages. Applied Psychological Measurement, 3(2), 279–280. doi:10.1177/014662167900300216
- Malhotra, N. K. (2004). Marketing research: An applied orientation (4th ed.). Upper Saddle River, NJ: Prenticall-Hall.
- Oliver, R. L. (1987). An investigation of the interrelationship between consumer (dis) satisfaction and complaint reports. Advances in Consumer Research, 14(1), 218–222.
- Santos, J. R. A. (1999). Cronbach’s alpha: A tool for assessing the reliability of scales. Journal of Extension, 37(2), 1–5.
- Taylor, N. (2005). An exploratory study of customer responses to complaint web sites. Sprouts: Working Papers on Information Systems, 5(25). http://sprouts.aisnet.org/5-25
- Tyrrell, B., & Woods, R. (2004). E-complaint: Lessons to be learned from the service recovery literature. Journal of Travel & Tourism Marketing, 17(2–3), 183–190. doi:10.1300/J073v17n02_14
- Veloutsou, C., Gilbert, G. R., Moutinho, L. A., & Goode, M. M. (2005). Measuring transaction-specific satisfaction in services: Are the measures transferable across cultures? European Journal of Marketing, 39(5/6), 606–628. doi:10.1108/03090560510590737
- Venkatesh, V. (1999). Creation of favorable user perceptions: Exploring the role of intrinsic motivation. MIS Quarterly, 23, 239–260. doi:10.2307/249753
- Zaugg, A. D. (2008). Online complaint management@ Swisscom: A case study. Available at SSRN 1123854.
- Zheng, T., Youn, H., & Kincaid, C. S. (2009). An analysis of customers’ E-complaints for luxury resort properties. Journal of Hospitality Marketing & Management, 18(7), 718–729. doi:10.1080/19368620903170240