The Relationships of Factors Affecting Post-purchase Behavioral Intentions in Tourism Sector
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Keywords:
Post-Purchase Behavioral Intentions Tourist Complaints Tourist Satisfaction Perceived Value Service Quality Destination Image Corporate Social Responsibility
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Abstract
The purpose of this research was to study the relationships of factors affecting post-purchase behavioral intentions in tourism sector on the basis of the investigated variables from recent relevant literature. The exploratory results of this study led to identification of direct and indirect factors affecting post-purchase behavioral intentions, including corporate social responsibility, destination image, service quality, perceived value, tourist satisfaction and tourist complaints forthe development of proposed model.
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References
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Anderson, E. and Sullivan, M. W. (1993) The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12(2): 125-143.
Barlow, J. and Møller, C. (2008) A Complaint is a Gift : Recovering Customer Post-Purchase Behavior Intention When Things Go Wrong (2nd ed.). San Francisco, CA: Berrett-Koehler Publishers.
Beerli, A. and Martin, J. D. (2004) Tourists’ Characteristics and the Perceived Image of Tourist Destinations: A Quantitative Analysis-A Case Study of Lanzarote, Spain. Tourism Management, 25(4): 623-636.
Benn, S. and Bolton, D. (2011) Key Concepts in Corporate Social Responsibility. Thousand Oaks, CA: Sage Publications.
Boo, S. Y. and Busser, J. A. (2006) The Hierarchical Influence of Visitor Characteristics on Tourism Destination Images. Journal of Travel and Tourism Marketing, 19(4): 55-67.
Campo, S. and Yagüe, M. J. (2008) Tourist Loyalty to Tour Operator: Effects of Price Promotions and Tourist Effort. Journal of Travel Research, 46(3): 318-326.
Carroll, A. B. (2007) Corporate Social Responsibility-evolution of a Definitional Construct. In A. Crane and D. Matten, (Eds.), Corporate Social Responsibility (pp. 303-324). Los Angeles: Sage Publications.
Castro, C. B., Martín Armario, E., and Martín Ruiz, D. (2007) The Influence of Market Heterogeneity on the Relationship between a Destination’s Image and Tourists’ Future Behaviour. Tourism Management, 28(1): 175-187.
Chen, C.-F. and Chen, F.-S. (2010) Experience Quality, Perceived Value, Satisfaction and Behavioral Intentions for Heritage Tourists. Tourism Management, 31(1): 29-35.
Chen, C. -F. and Tsai, D. (2007) How Destination Image and Evaluative Factors Affect Behavioral Intentions? Tourism Management, 28(4): 1115-1122.
Chi, C. G. -Q. and Qu, H. (2008) Examining the Structural Relationships of Destination Image, Tourist Satisfaction and Destination Post-purchase Behavior Intention: An Integrated Approach. Tourism Management, 29(4): 624-636.
Choi, K. S., Cho, W. H., Lee, S., Lee, H., and Kim, C. (2004) The Relationships among Quality, Value, Satisfaction and Behavioral Intention in Health Care Provider Choice: A South Korean Study. Journal of Business Research, 57(8): 913-921.
De Ruyter, K., Bloemer, J., and Peeters, P. (1997) Merging Service Quality and Service Satisfaction: An Empirical Test of an Integrative Model. Journal of Economic Psychology, 18(4): 387-406.
Echtner, C. M. and Ritchie, J. R. B. (2003) The Meaning and Measurement of Destination Image,The Journal of Tourism Studies, 14(1): 37-48.
Flavia ́n, C., Martı ́nez, E., and Polo, Y. (2001) Post-purchase Behavior Intention to Grocery Stores in the Spanish Market of the 1990’s. Journal of Retailing and Consumer Services, 8(2): 85-93.
Gallarza, M. G. and Saura, I. G. (2006) Value Dimensions, Perceived Value, Satisfaction and Post-purchase Behavior Intention: An Investigation of University Students’ Travel Behaviour. Tourism Management, 27(3): 437-452.
Govers, R., Go, F. M., and Kumar, K. (2007) Promoting Tourism Destination Image. Journal of Travel Research, 46(1): 15-23.
Grigoroudis, E. (2009) Customer Satisfaction Evaluation. New York: Springer.
Grönroos, C. (2007) Service Management and Marketing: Customer Management in Service Competition (3rd ed.). Chichester, West Sussex: John Wiley & Sons.
Gursoy, D., McCleary, K. W., and Lepsito, L. R. (2003) Segmenting Dissatisfied Restaurant Customers Based on their Complaining Response Styles. Journal of Food Service Business Research, 6(1): 25-44.
He, H. and Li, Y. (2011) CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality. Journal of Business Ethics, 100(4): 673-688.
Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003) Customer Repurchase Intention: A General Structural Model.European Journal of Marketing, 37(11/12): 1762-1800.
Idowu, S. O. and Louche, C. (2011) Theory and Practice of Corporate Social Responsibility. Heidelberg: Springer.
Ihlen, Ø., Bartlett, J., and May, S. (2011) The Handbook of Communication and Corporate Social Responsibility. Malden, MA: Wiley-Blackwell.
Jain, A., Leka, S., and Zwetsloot, G. (2011) Corporate Social Responsibility and Psychosocial Risk Management in Europe. Journal of Business Ethics, 101(4): 619-633.
Kastarlak, B. I. and Barber, B. K. (2011) Fundamentals of Planning and Developing Tourism. Upper Saddle River, NJ: Prentice Hall.
Kotler, P. and Keller, K. L. (2011) Marketing Management (14th ed.). Upper Saddle River, NJ: Prentice Hall.
Kotler, P. and Lee, N. (2005) Corporate Social Responsibility: Doing the Most Good for Your Company and Your Cause. Hoboken, NJ: Wiley.
Kozak, M. and Baloglu, S. (2011) Managing and Marketing Tourist Destinations: Strategies to Gain a Competitive Edge. New York: Routledge.
Kozak, M. and Decrop, A. (2009) Handbook of Tourist Behavior: Theory and Practice. New York: Routledge.
Lam, S., Shankar, V., Erramilli, M., and Murthy, B. (2004) Customer Value, Satisfaction, Post-purchase Behavior Intention, and Switching Costs: An Illustration from a Business-to-Business Service Context. Journal of the Academy of Marketing Science, 32(3): 293-311.
Lee, S., Jeon, S., and Kim, D. (2011) The Impact of Tour Quality and Tourist Satisfaction on Post-purchase Behavioral Intention: The Case of Chinese Tourists in Korea. Tourism Management, 32(5): 1115-1124.
Li, L. and Tse, E. (1998) Antecedents and Consequences of Expatriate Satisfaction in the Asian Pacific. Tourism Management, 19(2): 135-143.
Liu, Y., Ji, H., and Fenglan. (2010) A Study on the Perceived CSR and Customer Loyalty Based on Dairy Market in China. Paper presented at the 2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM’ 10.
Liu, Y. and Zhou, X. (2009) Corporate Social Responsibility and Customer Post-Purchase Behavior Intention: A Conceptual Framework. Paper Presented at the Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM ‘09.
Li, W. and Song, H. (2011) Tourist Perception of Service Quality in the Theme Park. Paper Presented at the International Conference on Management and Service Science, MASS 2011.
Loureiro, S. M. C. and Gonzalez, F. J. M. (2008) The Importance of Quality, Satisfaction, Trust, and Image in Relation to Rural Post-purchase Behavioral Intention. Journal of Travel and Tourism Marketing, 25(2): 117-136.
Lovelock, C. H. and Wirtz, J. (2011) Services Marketing: People, Technology, Strategy (7th ed.). Boston: Prentice Hall.
Maignan, I. and Ferrell, O. (2004) Corporate Social Responsibility and Marketing: An Integrative Framework. Journal of the Academy of Marketing Science, 32(1): 3-19.
Martin H. S. and Bosque, I. R. (2008) Exploring the Cognitive-affective Nature of Destination Image and the Role of Psychological Factors in its Formation. Tourism Management, 29(2): 263-277.
Martin, J. D., Petty, J. W., and Wallace, J. S. (2009) Value-based Management with Corporate Social Responsibility (2nd ed.). Oxford, New York: Oxford University Press.
Meng, S. M., Liang G. S., and Yang S. H. (2011) The Relationships of Cruise Image, Perceived Value, Satisfaction, and Post-purchase Behavioral Intention on Taiwanese Tourists. African Journal of Business Management, 5(1): 19-29.
Noe, F. P., Uysal, M., and Magnini, V. P. (2010) Tourist Customer Service Satisfaction: An Encounter Approach. New York: Routledge.
Oliver, R. L. (1980) A Cognitive Model of the Antecedents and Consequences of Satisfaction Decision. Journal of MarketingResearch, 17(11): 460-469.
Oliver, R. L. (2010) Satisfaction : A Behavioral Perspective on the Consumer (2nd ed.). Armonk, NY: M.E. Sharpe.
Page, S. (2011) Tourism Management : An Introduction (4th ed.). Oxford,Burlington, MA: Butterworth-Heinemann.
Petrick, J. F. (2005) Reoperationalising the Post-purchase Behavior Intention Framework. Tourism and Hospitality Research, 5(3): 199-212.
Pirsch, J., Gupta, S., and Grau, S. L. (2007) A Framework for Understanding Corporate Social Responsibility Programs as a Continuum: An Exploratory Study. Journal of Business Ethics, 70(2): 125-140.
Reisinger, Y. (2009) International Tourism : Cultures and Behavior. Boston: Butterworth-Heinemann.
Robinson, S. and Etherington, L. (2006) Customer Post-purchase Behavior Intention : A Guide for Time Travelers. New York: Palgrave Macmillan.
Rundle-Thiele, S. (2005) Exploring Loyal Qualities : Assessing Survey-based Post-purchase Behavior Intention Measures. Journal of Services Marketing, 19(7): 492-500.
Ryu, K., Han, H., and Kim, T.-H. (2008) The Relationships among Overall Quick-casual Restaurant Image, Perceived Value, Customer Satisfaction, and Behavioral Intentions. International Journal of Hospitality Management, 27(3): 459-469.
Salmones, M., Crespo, A., and Bosque, I. (2005) Influence of Corporate Social Responsibility on Post-purchase Behavior Intention and Valuation of Services. Journal of Business Ethics, 61(4): 369-385.
Stanaland, A., Lwin, M., and Murphy, P. (2011) Consumer Perceptions of the Antecedents and Consequences of Corporate Social Responsibility. Journal of Business Ethics, 102(1): 47-55.
Tian-Cole, S. and Cromption, J. L. (2003) A Conceptualization of the Relationships between Service Quality and Visitor Satisfaction, and their Links to Destination Selection. Leisure Studies, 22(1): 65-80.
Um, S., Chon, K., and Ro, Y. (2006) Antecedents of Revisit Intention. Annals of Tourism Research, 33(4): 1141-1158.
Velázquez, B. M., Saura, I. G., and Molina, M. E. R. (2011) Conceptualizing and Measuring Post-purchase Behavior Intention : Towards a Conceptual Model of Post-purchase Behavioral Intention Antecedents. Journal of Vacation Marketing, 17(1): 65-81.
Wang, X., Zhang, J., Gu, C., and Zhen, F. (2009) Examining Antecedents and Consequences of Tourist Satisfaction : A Structural Modeling Approach. Tsinghua Science and Technology, 14(3): 397-406.
Yoon, Y. and Uysal, M. (2005) An Examination of the Effects of Motivation and Satisfaction on Destination Post-purchase Behavior Intention : A Structural Model. Tourism Management, 26(1): 45-56.
Yüksel, A. (2008) Tourist Satisfaction and Complaining Behavior : Measurement and Management Issues in the Tourism and Hospitality Industry. New York: Nova Science Publishers.
Zanda, G. (2011) Corporate Management in a Knowledge-based Economy. New York: Palgrave Macmillan.
Zeithaml, V. A., Bitner, M. J., and Gremler, D. D. (2009) Services Marketing : Integrating Customer Focus Across the Firm (5thed.). Boston: McGraw-Hill Irwin.
Zhang, J., Shi, Y., Mu, W., Wang, X., and Zhang, X. (2008) Measuring Customer Satisfaction Based on Gap Model and Structured Equation Model in Agro Tourism Industry in Shandong, China.Paper Presented at the 2008 International Conference on Wireless Communications, Networking and Mobile Computing, WiCOM 2008.
Anderson, E. and Sullivan, M. W. (1993) The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12(2): 125-143.
Barlow, J. and Møller, C. (2008) A Complaint is a Gift : Recovering Customer Post-Purchase Behavior Intention When Things Go Wrong (2nd ed.). San Francisco, CA: Berrett-Koehler Publishers.
Beerli, A. and Martin, J. D. (2004) Tourists’ Characteristics and the Perceived Image of Tourist Destinations: A Quantitative Analysis-A Case Study of Lanzarote, Spain. Tourism Management, 25(4): 623-636.
Benn, S. and Bolton, D. (2011) Key Concepts in Corporate Social Responsibility. Thousand Oaks, CA: Sage Publications.
Boo, S. Y. and Busser, J. A. (2006) The Hierarchical Influence of Visitor Characteristics on Tourism Destination Images. Journal of Travel and Tourism Marketing, 19(4): 55-67.
Campo, S. and Yagüe, M. J. (2008) Tourist Loyalty to Tour Operator: Effects of Price Promotions and Tourist Effort. Journal of Travel Research, 46(3): 318-326.
Carroll, A. B. (2007) Corporate Social Responsibility-evolution of a Definitional Construct. In A. Crane and D. Matten, (Eds.), Corporate Social Responsibility (pp. 303-324). Los Angeles: Sage Publications.
Castro, C. B., Martín Armario, E., and Martín Ruiz, D. (2007) The Influence of Market Heterogeneity on the Relationship between a Destination’s Image and Tourists’ Future Behaviour. Tourism Management, 28(1): 175-187.
Chen, C.-F. and Chen, F.-S. (2010) Experience Quality, Perceived Value, Satisfaction and Behavioral Intentions for Heritage Tourists. Tourism Management, 31(1): 29-35.
Chen, C. -F. and Tsai, D. (2007) How Destination Image and Evaluative Factors Affect Behavioral Intentions? Tourism Management, 28(4): 1115-1122.
Chi, C. G. -Q. and Qu, H. (2008) Examining the Structural Relationships of Destination Image, Tourist Satisfaction and Destination Post-purchase Behavior Intention: An Integrated Approach. Tourism Management, 29(4): 624-636.
Choi, K. S., Cho, W. H., Lee, S., Lee, H., and Kim, C. (2004) The Relationships among Quality, Value, Satisfaction and Behavioral Intention in Health Care Provider Choice: A South Korean Study. Journal of Business Research, 57(8): 913-921.
De Ruyter, K., Bloemer, J., and Peeters, P. (1997) Merging Service Quality and Service Satisfaction: An Empirical Test of an Integrative Model. Journal of Economic Psychology, 18(4): 387-406.
Echtner, C. M. and Ritchie, J. R. B. (2003) The Meaning and Measurement of Destination Image,The Journal of Tourism Studies, 14(1): 37-48.
Flavia ́n, C., Martı ́nez, E., and Polo, Y. (2001) Post-purchase Behavior Intention to Grocery Stores in the Spanish Market of the 1990’s. Journal of Retailing and Consumer Services, 8(2): 85-93.
Gallarza, M. G. and Saura, I. G. (2006) Value Dimensions, Perceived Value, Satisfaction and Post-purchase Behavior Intention: An Investigation of University Students’ Travel Behaviour. Tourism Management, 27(3): 437-452.
Govers, R., Go, F. M., and Kumar, K. (2007) Promoting Tourism Destination Image. Journal of Travel Research, 46(1): 15-23.
Grigoroudis, E. (2009) Customer Satisfaction Evaluation. New York: Springer.
Grönroos, C. (2007) Service Management and Marketing: Customer Management in Service Competition (3rd ed.). Chichester, West Sussex: John Wiley & Sons.
Gursoy, D., McCleary, K. W., and Lepsito, L. R. (2003) Segmenting Dissatisfied Restaurant Customers Based on their Complaining Response Styles. Journal of Food Service Business Research, 6(1): 25-44.
He, H. and Li, Y. (2011) CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality. Journal of Business Ethics, 100(4): 673-688.
Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003) Customer Repurchase Intention: A General Structural Model.European Journal of Marketing, 37(11/12): 1762-1800.
Idowu, S. O. and Louche, C. (2011) Theory and Practice of Corporate Social Responsibility. Heidelberg: Springer.
Ihlen, Ø., Bartlett, J., and May, S. (2011) The Handbook of Communication and Corporate Social Responsibility. Malden, MA: Wiley-Blackwell.
Jain, A., Leka, S., and Zwetsloot, G. (2011) Corporate Social Responsibility and Psychosocial Risk Management in Europe. Journal of Business Ethics, 101(4): 619-633.
Kastarlak, B. I. and Barber, B. K. (2011) Fundamentals of Planning and Developing Tourism. Upper Saddle River, NJ: Prentice Hall.
Kotler, P. and Keller, K. L. (2011) Marketing Management (14th ed.). Upper Saddle River, NJ: Prentice Hall.
Kotler, P. and Lee, N. (2005) Corporate Social Responsibility: Doing the Most Good for Your Company and Your Cause. Hoboken, NJ: Wiley.
Kozak, M. and Baloglu, S. (2011) Managing and Marketing Tourist Destinations: Strategies to Gain a Competitive Edge. New York: Routledge.
Kozak, M. and Decrop, A. (2009) Handbook of Tourist Behavior: Theory and Practice. New York: Routledge.
Lam, S., Shankar, V., Erramilli, M., and Murthy, B. (2004) Customer Value, Satisfaction, Post-purchase Behavior Intention, and Switching Costs: An Illustration from a Business-to-Business Service Context. Journal of the Academy of Marketing Science, 32(3): 293-311.
Lee, S., Jeon, S., and Kim, D. (2011) The Impact of Tour Quality and Tourist Satisfaction on Post-purchase Behavioral Intention: The Case of Chinese Tourists in Korea. Tourism Management, 32(5): 1115-1124.
Li, L. and Tse, E. (1998) Antecedents and Consequences of Expatriate Satisfaction in the Asian Pacific. Tourism Management, 19(2): 135-143.
Liu, Y., Ji, H., and Fenglan. (2010) A Study on the Perceived CSR and Customer Loyalty Based on Dairy Market in China. Paper presented at the 2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM’ 10.
Liu, Y. and Zhou, X. (2009) Corporate Social Responsibility and Customer Post-Purchase Behavior Intention: A Conceptual Framework. Paper Presented at the Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM ‘09.
Li, W. and Song, H. (2011) Tourist Perception of Service Quality in the Theme Park. Paper Presented at the International Conference on Management and Service Science, MASS 2011.
Loureiro, S. M. C. and Gonzalez, F. J. M. (2008) The Importance of Quality, Satisfaction, Trust, and Image in Relation to Rural Post-purchase Behavioral Intention. Journal of Travel and Tourism Marketing, 25(2): 117-136.
Lovelock, C. H. and Wirtz, J. (2011) Services Marketing: People, Technology, Strategy (7th ed.). Boston: Prentice Hall.
Maignan, I. and Ferrell, O. (2004) Corporate Social Responsibility and Marketing: An Integrative Framework. Journal of the Academy of Marketing Science, 32(1): 3-19.
Martin H. S. and Bosque, I. R. (2008) Exploring the Cognitive-affective Nature of Destination Image and the Role of Psychological Factors in its Formation. Tourism Management, 29(2): 263-277.
Martin, J. D., Petty, J. W., and Wallace, J. S. (2009) Value-based Management with Corporate Social Responsibility (2nd ed.). Oxford, New York: Oxford University Press.
Meng, S. M., Liang G. S., and Yang S. H. (2011) The Relationships of Cruise Image, Perceived Value, Satisfaction, and Post-purchase Behavioral Intention on Taiwanese Tourists. African Journal of Business Management, 5(1): 19-29.
Noe, F. P., Uysal, M., and Magnini, V. P. (2010) Tourist Customer Service Satisfaction: An Encounter Approach. New York: Routledge.
Oliver, R. L. (1980) A Cognitive Model of the Antecedents and Consequences of Satisfaction Decision. Journal of MarketingResearch, 17(11): 460-469.
Oliver, R. L. (2010) Satisfaction : A Behavioral Perspective on the Consumer (2nd ed.). Armonk, NY: M.E. Sharpe.
Page, S. (2011) Tourism Management : An Introduction (4th ed.). Oxford,Burlington, MA: Butterworth-Heinemann.
Petrick, J. F. (2005) Reoperationalising the Post-purchase Behavior Intention Framework. Tourism and Hospitality Research, 5(3): 199-212.
Pirsch, J., Gupta, S., and Grau, S. L. (2007) A Framework for Understanding Corporate Social Responsibility Programs as a Continuum: An Exploratory Study. Journal of Business Ethics, 70(2): 125-140.
Reisinger, Y. (2009) International Tourism : Cultures and Behavior. Boston: Butterworth-Heinemann.
Robinson, S. and Etherington, L. (2006) Customer Post-purchase Behavior Intention : A Guide for Time Travelers. New York: Palgrave Macmillan.
Rundle-Thiele, S. (2005) Exploring Loyal Qualities : Assessing Survey-based Post-purchase Behavior Intention Measures. Journal of Services Marketing, 19(7): 492-500.
Ryu, K., Han, H., and Kim, T.-H. (2008) The Relationships among Overall Quick-casual Restaurant Image, Perceived Value, Customer Satisfaction, and Behavioral Intentions. International Journal of Hospitality Management, 27(3): 459-469.
Salmones, M., Crespo, A., and Bosque, I. (2005) Influence of Corporate Social Responsibility on Post-purchase Behavior Intention and Valuation of Services. Journal of Business Ethics, 61(4): 369-385.
Stanaland, A., Lwin, M., and Murphy, P. (2011) Consumer Perceptions of the Antecedents and Consequences of Corporate Social Responsibility. Journal of Business Ethics, 102(1): 47-55.
Tian-Cole, S. and Cromption, J. L. (2003) A Conceptualization of the Relationships between Service Quality and Visitor Satisfaction, and their Links to Destination Selection. Leisure Studies, 22(1): 65-80.
Um, S., Chon, K., and Ro, Y. (2006) Antecedents of Revisit Intention. Annals of Tourism Research, 33(4): 1141-1158.
Velázquez, B. M., Saura, I. G., and Molina, M. E. R. (2011) Conceptualizing and Measuring Post-purchase Behavior Intention : Towards a Conceptual Model of Post-purchase Behavioral Intention Antecedents. Journal of Vacation Marketing, 17(1): 65-81.
Wang, X., Zhang, J., Gu, C., and Zhen, F. (2009) Examining Antecedents and Consequences of Tourist Satisfaction : A Structural Modeling Approach. Tsinghua Science and Technology, 14(3): 397-406.
Yoon, Y. and Uysal, M. (2005) An Examination of the Effects of Motivation and Satisfaction on Destination Post-purchase Behavior Intention : A Structural Model. Tourism Management, 26(1): 45-56.
Yüksel, A. (2008) Tourist Satisfaction and Complaining Behavior : Measurement and Management Issues in the Tourism and Hospitality Industry. New York: Nova Science Publishers.
Zanda, G. (2011) Corporate Management in a Knowledge-based Economy. New York: Palgrave Macmillan.
Zeithaml, V. A., Bitner, M. J., and Gremler, D. D. (2009) Services Marketing : Integrating Customer Focus Across the Firm (5thed.). Boston: McGraw-Hill Irwin.
Zhang, J., Shi, Y., Mu, W., Wang, X., and Zhang, X. (2008) Measuring Customer Satisfaction Based on Gap Model and Structured Equation Model in Agro Tourism Industry in Shandong, China.Paper Presented at the 2008 International Conference on Wireless Communications, Networking and Mobile Computing, WiCOM 2008.