Customer value in tourism and hospitality: Broadening dimensions and stretching the value-satisfaction-loyalty chain

By M. Gallarza, Francisco Arteaga, I. Gil‐Saura. Tourism Management Perspectives, 2019

87 citations recorded by the source corpus.

Abstract Customer value research consists of two main streams, with broad recognition in tourism literature: value dimensions (intra-variable perspective) and relationships among value, satisfaction and loyalty (inter-variable perspective). The conceptual framework reviews and categorizes graphically both streams, evidencing the need of research combining both perspectives. The empirical study uses PLS to validate among a sample of 340 hotel guests, a comprehensive causal model with a high number (eight) of value dimensions -functional (efficiency and excellence), social (status and esteem), hedonic (aesthetic and entertainment) and altruistic (ethics and escapism). Moreover, the model adds to previous works a) a second order value construct within the value-satisfaction-loyalty chain, b) the distinction between affective and cognitive satisfaction. All effects are highly significant in this intra-inter approach. Findings are relevant for practitioners by posting a multifaceted value provision and for scholars by revisiting customer value and satisfaction: a higher order measure embedded in a doubled chain.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/252d40ab0573f42532c4d6a71b75f1b497b6a36b