Proceedings of the 33rd travel and tourism research association (TTRA) annual conference.(available in 2002), 2003
The purpose of this study is to investigate customers 'intention to purchase vacations over ... more The purpose of this study is to investigate customers 'intention to purchase vacations over the Internet. To do this, various constructs and variables affecting Internet users 'purchasing behaviour œ demographics of customers, purchase involvement, motivational involvement and attitude towards purchasing œ are outlined from the literature, and then modelled to estimate intention to online purchase behaviour. Personal involvement, attitude towards purchasing and previous purchase experience are found to ...
Holidays are rich in terms of experiential benefits and the hedonic nature of the consumption exp... more Holidays are rich in terms of experiential benefits and the hedonic nature of the consumption experience is laden with emotional content. The aim of this paper seeks to broaden our understanding of emotions within the context of tourism in two ways. Firstly, it describes the types of emotions tourists experience towards holiday destinations. Secondly, it empirically investigates the structure of
Abstract: This study investigates the relationships between customer satisfaction, service qualit... more Abstract: This study investigates the relationships between customer satisfaction, service quality, and overall attitude. To this end, two conceptual frameworks and 10 hypotheses are tested using structural equation modeling (SEM). The findings indicate that the evaluation of service quality leads to customer satisfaction and satisfaction is more similar to an attitude. Also desires congruence and ideal self-congruence are found to be antecedents of customer satisfaction.
Although implementing the marketing concept can be accomplished through frontline employees in ma... more Although implementing the marketing concept can be accomplished through frontline employees in many service firms, very few studies have investigated the relationships between a service provider's personality and important performance outcomes. This article examines how frontline service employee personality traits affect interaction quality and consumer satisfaction from the consumers' point of view. Data were collected from 317 English consumers who had utilised a service from a hotel, airline, or hairdresser. The ...
Abstract This comment points out some concerns about the scales and measurement tools used by Pet... more Abstract This comment points out some concerns about the scales and measurement tools used by Petrick and Backman (Journal of Travel Research (2002) 41, pp. 38-45) to capture the different constructs addressed in their work dealing with the prediction of golf travellers' intention to revisit. It also points out possible misapplications of the variables of transaction value and acquisition value.
Abstract The proposition that guides this article is that value for money not only influences cus... more Abstract The proposition that guides this article is that value for money not only influences customers' choice behavior at the prepurchase phase but also affects their intention to recommend and return behavior at the postpurchase phase. Perceived value is conceptualized as consisting of two dimensions: acquisition value and transaction value. The study applied a two-dimensional value scale developed by Grewal, Monroe, and Krishnan to hospitality services; hotels, and restaurants. Although the scale was found to ...
Abstract This aim of this paper is to introduce Guttman Scaling procedure for the assessment of c... more Abstract This aim of this paper is to introduce Guttman Scaling procedure for the assessment of consumer behaviour. It is suggested as a useful methodology particularly when the unidimensionality of the scale is of concern. An empirical case study, designed from the service quality literature, was presented in order to demonstrate a possible application. Further implications and the efficiency of this scaling method is also discussed.
Journal of Quality Assurance in Hospitality & Tourism, 2004
SUMMARY The aim of this study is to examine whether consumers use single or multiple comparison s... more SUMMARY The aim of this study is to examine whether consumers use single or multiple comparison standards for the evaluation of service quality and when determining their satisfaction, in the context of the hospitality industry. The data was collected using a convenient student sample. The findings indicate that consumers use multiple comparison standards for the evaluation of service quality and satisfaction. Five of the eight tested comparison standards are found to be significant in predicting service quality and ...
Abstract The study is in an attempt to detect overseas British holidaymaker segments based on per... more Abstract The study is in an attempt to detect overseas British holidaymaker segments based on personal values. A data collected from 305 overseas British travelers are analyzed in the study. With a hierarchical cluster analysis, two clusters of mutually exclusive group are emerged. Subsequently, a K-means cluster analysis is further deployed to divide the samples into two distinct segments. The first segment is labeled as Agenda Achievers while the second as Relationship Seekers. In the conclusion, various marketing implications are ...
Abstract The complexity of the factors defining service quality has led to the development of mul... more Abstract The complexity of the factors defining service quality has led to the development of multidimensional models, which are divided into two schools of thought: the North American and the Nordic European. The aim of this article is twofold. First, it reviews some of the key is-sues raised in relation to the theoretical formations of these two schools of thought. Second, it outlines further research areas in the hospitality industry.
Abstract Despite the popularity and continued use of the SERVQUAL Scale, a number of serious crit... more Abstract Despite the popularity and continued use of the SERVQUAL Scale, a number of serious criticisms have been raised concerning its validity. These criticisms focus on the generic nature of the service quality dimensions and the use of desired expectation as a comparison standard. The objectives of this research are twofold. First, it sets out to examine the validity of the five SERVQUAL dimensions using an alternative scaling methodology known as the Guttman scaling procedure. Second, it aims to determine the role of ...
International Journal of Hospitality & Tourism Administration, 2003
Abstract The study surveyed 612 Turkish business travelers to determine the importance they place... more Abstract The study surveyed 612 Turkish business travelers to determine the importance they placed on hotel selection attributes. Twelve major factors emerged including service, price and value, security, extra amenities, technology, room comfort, food and beverage, complimentary goods, parking, location, health sensitivity, and single sensitivity. Further analysis suggested that there are significant differences between male and female business travelers in five of the twelve factors: Security, food and beverage, complimentary goods, ...
International Journal of Contemporary Hospitality Management, 1999
Abstract: This paper describes the use of Q-sort technique in the scale development process. An e... more Abstract: This paper describes the use of Q-sort technique in the scale development process. An exploratory study is presented to show the application of this methodology. The study takes its dimensions from established models of service quality. The result proposes that Q-sort technique is a useful methodological approach in eliminating the validity and reliability problems particularly in the early scale development stages.
Proceedings of the 33rd travel and tourism research association (TTRA) annual conference.(available in 2002), 2003
The purpose of this study is to investigate customers 'intention to purchase vacations over ... more The purpose of this study is to investigate customers 'intention to purchase vacations over the Internet. To do this, various constructs and variables affecting Internet users 'purchasing behaviour œ demographics of customers, purchase involvement, motivational involvement and attitude towards purchasing œ are outlined from the literature, and then modelled to estimate intention to online purchase behaviour. Personal involvement, attitude towards purchasing and previous purchase experience are found to ...
Holidays are rich in terms of experiential benefits and the hedonic nature of the consumption exp... more Holidays are rich in terms of experiential benefits and the hedonic nature of the consumption experience is laden with emotional content. The aim of this paper seeks to broaden our understanding of emotions within the context of tourism in two ways. Firstly, it describes the types of emotions tourists experience towards holiday destinations. Secondly, it empirically investigates the structure of
Abstract: This study investigates the relationships between customer satisfaction, service qualit... more Abstract: This study investigates the relationships between customer satisfaction, service quality, and overall attitude. To this end, two conceptual frameworks and 10 hypotheses are tested using structural equation modeling (SEM). The findings indicate that the evaluation of service quality leads to customer satisfaction and satisfaction is more similar to an attitude. Also desires congruence and ideal self-congruence are found to be antecedents of customer satisfaction.
Although implementing the marketing concept can be accomplished through frontline employees in ma... more Although implementing the marketing concept can be accomplished through frontline employees in many service firms, very few studies have investigated the relationships between a service provider's personality and important performance outcomes. This article examines how frontline service employee personality traits affect interaction quality and consumer satisfaction from the consumers' point of view. Data were collected from 317 English consumers who had utilised a service from a hotel, airline, or hairdresser. The ...
Abstract This comment points out some concerns about the scales and measurement tools used by Pet... more Abstract This comment points out some concerns about the scales and measurement tools used by Petrick and Backman (Journal of Travel Research (2002) 41, pp. 38-45) to capture the different constructs addressed in their work dealing with the prediction of golf travellers' intention to revisit. It also points out possible misapplications of the variables of transaction value and acquisition value.
Abstract The proposition that guides this article is that value for money not only influences cus... more Abstract The proposition that guides this article is that value for money not only influences customers' choice behavior at the prepurchase phase but also affects their intention to recommend and return behavior at the postpurchase phase. Perceived value is conceptualized as consisting of two dimensions: acquisition value and transaction value. The study applied a two-dimensional value scale developed by Grewal, Monroe, and Krishnan to hospitality services; hotels, and restaurants. Although the scale was found to ...
Abstract This aim of this paper is to introduce Guttman Scaling procedure for the assessment of c... more Abstract This aim of this paper is to introduce Guttman Scaling procedure for the assessment of consumer behaviour. It is suggested as a useful methodology particularly when the unidimensionality of the scale is of concern. An empirical case study, designed from the service quality literature, was presented in order to demonstrate a possible application. Further implications and the efficiency of this scaling method is also discussed.
Journal of Quality Assurance in Hospitality & Tourism, 2004
SUMMARY The aim of this study is to examine whether consumers use single or multiple comparison s... more SUMMARY The aim of this study is to examine whether consumers use single or multiple comparison standards for the evaluation of service quality and when determining their satisfaction, in the context of the hospitality industry. The data was collected using a convenient student sample. The findings indicate that consumers use multiple comparison standards for the evaluation of service quality and satisfaction. Five of the eight tested comparison standards are found to be significant in predicting service quality and ...
Abstract The study is in an attempt to detect overseas British holidaymaker segments based on per... more Abstract The study is in an attempt to detect overseas British holidaymaker segments based on personal values. A data collected from 305 overseas British travelers are analyzed in the study. With a hierarchical cluster analysis, two clusters of mutually exclusive group are emerged. Subsequently, a K-means cluster analysis is further deployed to divide the samples into two distinct segments. The first segment is labeled as Agenda Achievers while the second as Relationship Seekers. In the conclusion, various marketing implications are ...
Abstract The complexity of the factors defining service quality has led to the development of mul... more Abstract The complexity of the factors defining service quality has led to the development of multidimensional models, which are divided into two schools of thought: the North American and the Nordic European. The aim of this article is twofold. First, it reviews some of the key is-sues raised in relation to the theoretical formations of these two schools of thought. Second, it outlines further research areas in the hospitality industry.
Abstract Despite the popularity and continued use of the SERVQUAL Scale, a number of serious crit... more Abstract Despite the popularity and continued use of the SERVQUAL Scale, a number of serious criticisms have been raised concerning its validity. These criticisms focus on the generic nature of the service quality dimensions and the use of desired expectation as a comparison standard. The objectives of this research are twofold. First, it sets out to examine the validity of the five SERVQUAL dimensions using an alternative scaling methodology known as the Guttman scaling procedure. Second, it aims to determine the role of ...
International Journal of Hospitality & Tourism Administration, 2003
Abstract The study surveyed 612 Turkish business travelers to determine the importance they place... more Abstract The study surveyed 612 Turkish business travelers to determine the importance they placed on hotel selection attributes. Twelve major factors emerged including service, price and value, security, extra amenities, technology, room comfort, food and beverage, complimentary goods, parking, location, health sensitivity, and single sensitivity. Further analysis suggested that there are significant differences between male and female business travelers in five of the twelve factors: Security, food and beverage, complimentary goods, ...
International Journal of Contemporary Hospitality Management, 1999
Abstract: This paper describes the use of Q-sort technique in the scale development process. An e... more Abstract: This paper describes the use of Q-sort technique in the scale development process. An exploratory study is presented to show the application of this methodology. The study takes its dimensions from established models of service quality. The result proposes that Q-sort technique is a useful methodological approach in eliminating the validity and reliability problems particularly in the early scale development stages.
Brand attachment recently has received great attention among practitioners and academics alike. S... more Brand attachment recently has received great attention among practitioners and academics alike. Scholars consider brand attachment a key requisite in consumer-brand relationships that create favourable consumer behaviours such as positive brand attitudes and brand loyalty. Few studies, however, examine the detrimental outcomes of brand attachment. In this paper, we develop a conceptual framework that explores how brand attachment may explain detrimental consumer behaviours, such as oppositional brand loyalty and antibrand actions. We investigate consumers' trash-talking and schadenfreude in brand communities and their subsequent outcomes. Our framework reveals that the link between brand attachment and oppositional brand loyalty is driven by consumers' social identity and sense of rivalry. Furthermore, we put forward that brand attachment leads to anti-brand actions when relationships deteriorate. We identify two factors behind the deterioration: (1) companies' opportunism activities, and (2) incongruity between consumers' values and the brand's values. Theoretical and managerial implications are discussed arising from our emerging 'dark side' brand attachment framework.
Brand attachment has been regarded as a powerful and salient construct in marketing, argued to pr... more Brand attachment has been regarded as a powerful and salient construct in marketing, argued to predict favourable consumer behaviours. Nevertheless, research trying to understand what are the determinants and outcomes of it is still limited. Using semi-structured interviews and projective techniques, this work identifies that self-congruity, experience, responsiveness, quality, reputation and trust are found to be the determinants of strong brand attachment. The outcomes of brand attachment are intention to recommend, purchase, revisit, resilience to negative information and act of defending the brand. This research sheds light for marketers in understanding the conceptualisation of attachment from the consumers' perspectives, so adopting an important perspective largely under-researched. In addition, this study guides marketers in the important factors regarding how to build stronger attachment and benefit from its outcomes.
The Consumer-Based Brand Equity (CBBE) literature has, in recent years, introduced various CBBE m... more The Consumer-Based Brand Equity (CBBE) literature has, in recent years, introduced various CBBE models. This study aims to compare the validity of the two prominent CBBE models in the retail industry; those introduced by Yoo and Donthu (2011) and Nam, Ekinci and Whyatt (2011). In order to make this comparison, the study collected data from Turkish (n = 285) and Spanish respondents (n = 236) who had experience with global fashion brands and Private Labels (PL). The findings of the study suggest that Nam et al.'s (2011) CBBE model has better validity than Yoon and Donthu's (2011) model. When brand awareness is included in Nam et al.'s model, the psychometric properties of the model improve and outperform the two models. The study discusses the theoretical contributions and managerial implications of the research.
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Papers by Yuksel Ekinci