Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour

doi:10.1016/J.TOURMAN.2004.12.002

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Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour

Journal Article•DOI•

Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour

Martina G. Gallarza, Irene Gil Saura¹•Institutions (1)

University of Valencia¹

01 Jun 2006-Tourism Management (Pergamon)-Vol. 27, Iss: 3, pp 437-452

TL;DR: In this article, the authors investigated the dimensionality of consumer value in a travel-related context (students' travel behavior), adopting Holbrook's typology, and combining it with negative inputs of value.

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About: This article is published in Tourism Management.The article was published on 2006-06-01. It has received 1231 citations till now. The article focuses on the topics: Consumer behaviour & Loyalty.

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Journal Article•DOI•

The concept of perceived value: a systematic review of the research:

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Raquel Sánchez-Fernández¹, M. Ángeles Iniesta-Bonillo¹•Institutions (1)

University of Almería¹

01 Dec 2007-Marketing Theory

TL;DR: A systematic review of the extensive research that has been conducted on the conceptualization of perceived value is presented in this paper, where the major conclusions of the present review are summarized in Table 1.

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Abstract: The purpose of this article is to present a systematic review of the extensive research that has been conducted on the conceptualization of perceived value. The major conclusions of the present stu...

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1,009 citations

Cites background or methods from "Value dimensions, perceived value, ..."

...For these and other reasons, the few extant empirical explorations of this typology have covered only reduced sets of selected categories (Bourdeau et al., 2002; Gallarza and Gil, 2006; Mathwick et al., 2001, 2002)....
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..., 2000; McDougall and Levesque, 2000), whereas others have used several items (Andreassen and Lindestad, 1998; Blackwell et al., 1999; Cronin et al., 2000; Chen and Dubinsky, 2003; Gallarza and Gil, 2006)....
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..., 2000); (iii) service quality, social value, play, aesthetics, and time and effort spent (Gallarza and Gil, 2006); (iv) sacrifice, benefit, personal preference, and the perceived situation (Blackwell et al....
[...]
...…1998); (ii) quality and sacrifice (Cronin et al., 2000); (iii) service quality, social value, play, aesthetics, and time and effort spent (Gallarza and Gil, 2006); (iv) sacrifice, benefit, personal preference, and the perceived situation (Blackwell et al., 1999); and (v) perceived risk…...
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...…measure respondents’ perceptions of value some of them have used a single item (Caruana et al., 2000; McDougall and Levesque, 2000), whereas others have used several items (Andreassen and Lindestad, 1998; Blackwell et al., 1999; Cronin et al., 2000; Chen and Dubinsky, 2003; Gallarza and Gil, 2006)....
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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (Цепочка создания прибыли в сфере услуг: как ведущие компании связывают прибыль и рост с лояльностью, удовлетворением и ценностью)

[...]

James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger

01 Jan 1997

TL;DR: Heskett, Sasser, and Schlesinger as mentioned in this paper show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly link profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity.

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Abstract: Why are a select few service firms better at what they do - year in and year out - than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

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862 citations

Journal Article•DOI•

Consumption experience, customer value, and subjective personal introspection: An illustrative photographic essay

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Morris B. Holbrook¹•Institutions (1)

Columbia University¹

01 Jun 2006-Journal of Business Research

TL;DR: The authors explored a set of sixty-year-old Kodachrome slides taken by the author's grandfather to develop interpretations bolstered and corroborated by the narrative accounts in this late gentleman's logbook.

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749 citations

Journal Article•DOI•

Value, satisfaction and behavioral intentions in an adventure tourism context

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Paul Williams¹, Geoffrey N. Soutar²•Institutions (2)

American University of Sharjah¹, University of Western Australia²

01 Jul 2009-Annals of Tourism Research

TL;DR: In this article, customer value was conceptualised as a multidimensional construct and three value dimensions had strong, positive influences on customer satisfaction and behavioural intentions in an adventure tourism setting.

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717 citations

Journal Article•DOI•

Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants.

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Cedric Hsi-Jui Wu¹, Rong-Da Liang•Institutions (1)

National Dong Hwa University¹

01 Dec 2009-International Journal of Hospitality Management

TL;DR: In this article, a study of service encounters and restaurant consumer behavior constructed a comprehensive framework via a literature review, and the empirical results indicated that restaurant environmental factors and interactions with service employees and other consumers positively influence the consumer experiential value.

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601 citations

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References

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Open Access

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Journal Article•DOI•

Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:

[...]

Valarie A. Zeithaml¹•Institutions (1)

Duke University¹

01 Jun 1988-Journal of Marketing

TL;DR: In this paper, evidence from past research and insights from an exploratory investigation are combined in a conceptual model that defines and relates price, perceived quality, and perceived value for a product.

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Abstract: Evidence from past research and insights from an exploratory investigation are combined in a conceptual model that defines and relates price, perceived quality, and perceived value. Propositions ab...

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13,713 citations

"Value dimensions, perceived value, ..." refers background in this paper

...First, the term ‘value’ is extremely abstract and polysemous in nature: it has different meanings not only for consumers (Zeithaml, 1988) but also among researchers (Lai, 1995) and even for practitioners (Woodruff & Gardial, 1996)....
[...]
...Although the concept of value is old and endemic to consumer behaviour, many authors have recognised a lack of interest in understanding and measuring perceived value (Zeithaml, 1988; Dodds et al., 1991; Jensen, 1996; Holbrook, 1999)....
[...]
...The first is the most common negative input of value (Monroe, 1992); but as non-monetary costs are also important (Zeithaml, 1988; Cronin et al., 2000), the perception of time spent and the physical or mental effort invested in consumption were included as an additional cost....
[...]

Journal Article•DOI•

Measuring service quality: a reexamination and extension

[...]

J. Joseph Cronin¹, Steven A. Taylor²•Institutions (2)

Florida State University¹, Illinois State University²

01 Jul 1992-Journal of Marketing

TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.

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Abstract: The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review s...

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9,593 citations

"Value dimensions, perceived value, ..." refers background in this paper

...However, other relevant studies such as Cronin et al. (2000) found that the three variables lead to favourable behavioural intentions simultaneously....
[...]
...Dodds and Monroe (1985) 3....
[...]

Journal Article•DOI•

Whence Consumer Loyalty

[...]

Richard L. Oliver¹•Institutions (1)

Vanderbilt University¹

01 Oct 1999-Journal of Marketing

TL;DR: Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. But they also understand that this relation is asymmetric as mentioned in this paper. Although loyal consumers are most...

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Abstract: Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. They also understand that this relation is asymmetric. Although loyal consumers are most ...

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8,021 citations

Book•

LISREL 7 : user's reference guide

[...]

Karl G. Jöreskog, Dag Sörbom

01 Jan 1989

7,764 citations

Journal Article•DOI•

The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun

[...]

Morris B. Holbrook¹, Elizabeth C. Hirschman•Institutions (1)

Columbia University¹

01 Sep 1982-Journal of Consumer Research

TL;DR: In this paper, the authors argue for the recognition of important experiential aspects of consumption, such as the symbolic, hedonic, and esthetic nature of the experience of consumption.

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Abstract: This paper argues for the recognition of important experiential aspects of consumption. Specifically, a general framework is constructed to represent typical consumer behavior variables. Based on this paradigm, the prevailing information processing model is contrasted with an experiential view that focuses on the symbolic, hedonic, and esthetic nature of consumption. This view regards the consumption experience as a phenomenon directed toward the pursuit of fantasies, feelings, and fun.

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7,029 citations