Empirical evidence of tourist satisfaction and loyalty in the case of Bucharest—A partial least squares structural equation modelling approach

Tourist satisfaction (TS), tourist loyalty (TL), the decision to revisit a destination and the choice to recommend it to acquaintances can have a decisive influence on inbound tourist flows. These influencing factors are closely related to tourist behaviour. The main objective of this study was to investigate TS and loyalty of both foreign and Romanian tourists in Bucharest, by testing under-examined and new variables. The hypotheses and conceptual research model were based on the following antecedents and consequences of TS: tourists' expectations and travel motivations (TEM), destination authenticity and infrastructure quality, destination safety (DS), tourists' emotions (TE) and TL. The analysis was unique in testing the effect of novelty-seeking tourists' desire to extend their stay on their expectations and motivations. The mediating effect of TE on the relationship between satisfaction and loyalty was also tested for the first time. Data were collected using a 24-item online questionnaire. The data were modelled with partial least squares structural equation modelling. Based on 122 valid responses processed with SmartPLS software, the results confirm most of the research hypotheses. The findings reveal that tourists' desire to extend the length of stay on their expectations and motivations has the highest statistical contribution to TEM. Furthermore, a statistically insignificant relationship between DS and TS was identified. The findings are useful for all stakeholders of tourism development in Bucharest.     

The moderating effects of purchase importance in customer satisfaction process: An empirical investigation

Customer satisfaction continues to draw the interest of researchers and practitioners because it can lead to long term benefits including customer loyalty. Purchase importance plays a role in pre‐purchase process, yet little is known about how it may influence customer satisfaction formation process and loyalty intentions. This study examines the moderating effect of purchase importance in the customer satisfaction formation process and in loyalty intentions. A survey was conducted with customers in a restaurant setting, and structural equation analysis via LISREL was performed. The results show that perceived performance has a stronger influence on satisfaction when purchase importance is low, whereas satisfaction seems to be influenced both by disconfirmation and perceived performance when purchase importance is high. Post‐consumption expectations were found to influence on loyalty intentions under both high and low importance purchase conditions. The implications of these findings are discussed and suggestions for future research are made. Copyright © 2011 John Wiley & Sons, Ltd.     

The antecedents of consumer loyalty in retail banking

• This paper is focused on a study designed to investigate loyalty in retail banking. The research findings suggest that loyalty is the outcome of a cognitive rather than an affective process. The main antecedents of bank loyalty were found to be perceived value, service quality, service attributes, satisfaction, image and trust: constructs that are inter‐related and form a network of loyalty antecedents.

Copyright © 2006 John Wiley & Sons, Ltd.     

消费者态度满意与行为忠诚关系的一致与分离

态度满意是指消费者对产品可感知的效果与期望值之间的差异函数, 行为忠诚是指消费者重复购买的次数。本文将二者关系分作两类, 一类是低满意低忠诚、高满意高忠诚的一致性关系, 另一类是低满意高忠诚、高满意低忠诚的分离性关系, 在此基础上, 进一步介绍了相关理论研究, 主要包括线性关系和约束关系研究。文章最后指出, 未来研究应加强对态度满意的价值属性、结构一致性、社会属性等的研究, 以提高消费者态度满意对行为忠诚的预测力。     

Long Lasting Marriages in Chile

Reports the Chilean segment of a multicultural, multicountry (Canada, Germany, Israel, Netherlands, South Africa, Sweden, USA) study on long-term marriages. This pilot study is seen as a starting point in research focusing on the childhood background and family history of long-term marital partners in Chile. No statistically significant association between marital satisfaction and economic or educational level was found. A positive correlation was found between marital satisfaction and happiness during childhood. Love, trust, and loyalty appear to be the main ingredients of satisfaction for both satisfied and unsatisfied couples. The findings across countries as to the essential ingredients reported here have been remarkably similar.     

Antecedents of Internet Retailing Loyalty: Differences Between Heavy Versus Light Shoppers

Purpose  The purpose of this study was to explore the moderating effects of heavy versus light shoppers on antecedents of customer’s satisfaction and loyalty toward an Internet retailer. Design/Methodology/Approach  A model discusses the different mechanisms in building an effective exchange relationship with light versus heavy shoppers was developed and tested using Internet book store as the study object. With the assistance of a marketing research firm, an Internet-based survey was employed to gather information on 375 users of Internet bookstores in Taiwan. Findings  The results showed that price/value had a stronger effect on overall satisfaction for light versus heavy shoppers, while trust had a stronger effect on overall satisfaction for heavy versus light shoppers. The study also found that consumers’ irreplaceable asset generated from past transaction with a focal Internet retailer had strong effects on their loyalty responses. Implications  Understanding of the moderating role of heavy versus light shoppers on satisfaction and loyalty formation helps to advance our theoretical understanding of the different routes of satisfaction and loyalty formation for different shoppers. The results of this study can help to inform the practitioners that price may play a role in drawing light shoppers, while perceived trust of the Internet store is more important in retaining heavy shoppers. It also demonstrated the importance of building asset specificity in increasing customer loyalty. Originality/Value  This is one of the first studies to provide evidence of the moderating effects of heavy versus light shoppers on satisfaction and loyalty formation. It explained and tested empirically the different mechanisms of satisfaction and loyalty formation between two groups of consumers.     

Antecedents and outcomes of union loyalty: a constructive replication and an extension

Primary data obtained from unionized employees in Singapore were used to examine P. A. Bamberger, A. N. Kluger, and R. Suchard's (1999) integrative model of the antecedents and outcomes of union commitment. Structural equation modeling results revealed support for their integrative model. Specifically, the results revealed the influence of job satisfaction on union loyalty to be indirect through organizational commitment. However, the union-related antecedents (union socialization and union instrumentality) were both directly and indirectly related to union loyalty through pro-union attitudes. In addition, union loyalty was related to the individually and organizationally directed union citizenship behavior dimensions. Limitations of the study and implications of the findings are discussed.     

Rediscovering the Positive Psychology of Sport Participation: Happiness in a Ski Resort Context

Interrelated functions of the three orientations to happiness were examined by a cross-sectional survey, in the context of a ski resort experience. Accordingly, a conceptual framework of pleasure, flow, and involvement influencing satisfaction was established. Utilizing structural equation modeling, the conceptual framework was tested by analyzing data collected from 279 participants who enjoyed skiing and/or snowboarding. Results from bootstrap test indicated that direct and total effects from flow had the highest predictive power on satisfaction. In contrast, pleasure showed higher explanatory power on subjective experiences of flow and meaning, and influenced satisfaction only by indirect effects through those elements. Together, these findings support the research model synthesizing the behavioral constructs of sport participation with subjective well-being perspectives. Moreover, the expanded model in a sporting context further evidences the functional roles of the orientations to happiness by results consistent with extant literature of positive psychology. Roles of embodiments of orientations to happiness in an action-based exercise and its implications are further discussed.     

The moderating effect of power distance on employee responses to psychological contract breach

Understanding how employees’ cultural values are related to their responses to promises broken by their organizations (i.e., psychological contract breach) is important given today’s global workplace. Although past research has found that psychological contract breach is positively associated with employee exit, voice and neglect and negatively associated with loyalty, we know little about the role that cultural values play in this process. We explore the role that power distance orientation—an employee’s acceptance of power differentials in society—plays in employee responses to breach. We argue that employees with high power distance orientations will be more likely to respond passively to breach (loyalty and neglect), whereas employees with low power distance orientations will be more likely to exhibit active responses to psychological contract breach (exit and voice). We tested our notions using a sample of 265 employees from different cultures across two points in time. Employees with high power distance orientations were less likely to respond to psychological contract breach with exit and voice than employees with low power distance orientations. However, power distance orientation did not significantly moderate the relationships between psychological contract breach and neglect or loyalty, respectively. We discuss theoretical and practical implications of our findings.     

Customer Satisfaction and Switching Barriers: Effects on Repurchase Intentions,Positive Recommendations,and Price Tolerance1

The current article attempts to extend previous research by testing the effects of customer satisfaction and 2 types of switching barriers—negative and positive—on key manifestations of attitudinal loyalty (repurchase intentions, positive recommendations, and price tolerance). The work also studies whether the effect of customer satisfaction is linear or nonlinear. Finally, the paper analyzes whether switching barriers moderate the relative strength of the customer satisfaction/attitudinal loyalty relation. To this end, a total of 554 private mobile‐phone customers were surveyed. The distinction between negative and positive switching barriers is important to draw theoretical and managerial implications.     

Modeling Customer Loyalty from an Integrative Perspective of Self-Determination Theory and Expectation–Confirmation Theory

Purpose  This research conceptualizes and tests an integrative model of customer loyalty by linking two important theories: expectation–confirmation theory and self-determination theory. Design/Methodology/Approach  The model is examined using data obtained from 207 part-time students who have encountered the service of a skincare and beauty salon in Taiwan. These students work as full-time professionals in a variety of industries during the daytime and are financially independent for their daily consumption. Findings  The empirical results of this study indicate that loyalty is positively influenced by both intrinsic regulation and identified regulation, while introjected regulation and external regulation are insignificantly related to loyalty. Affected positively by service expectation and service confirmation, satisfaction has positive influences on all four dimensions of self-determined motivation—namely, intrinsic regulation, identified regulation, introjected regulation, and external regulation. Implications  The findings of this study show that the proposed model helps to learn about loyalty formation and its mediating mechanism in service contexts. Intrinsic regulation and identified regulation may be applied as two potential checkpoints for management to learn the actual status of customer loyalty based on a constant service quality offered by the service provider. Originality/Value  This study is one of the earliest to integrate expectation–confirmation theory and self-determination theory to explore loyalty. Besides, this study transplants the traditional application of self-determination theory from educational service to commercial service in general so that efficient strategies can be made for boosting loyalty.     

再认研究的ROC理论模型

接受者操作特性曲线（ROC）分析已被广泛运用于再认记忆研究中。文章述及ROC解释记忆结果的三种理论模型,并结合基于项目识别、关联识别、排除任务以及“记得／知道”程序等范式的相关研究文献对此三种模型进行了评价。文献分析表明,相对于阈限模型和信号检测模型,结合信号检测加工和回忆阈限加工的综合模型能更好地拟合研究结果,并佐证再认可能是包含功能相互独立的双结构心理过程。     

When and how is job embeddedness predictive of turnover? A meta-analytic investigation

The present meta-analytic study introduces an overall model of the relationships between job embeddedness and turnover outcomes. Drawing on 65 independent samples (N = 42,907), we found that on-the-job and off-the-job embeddedness negatively related to turnover intentions and actual turnover, after controlling for job satisfaction, affective commitment, and job alternatives. In addition, the negative relationships between on-the-job embeddedness (off-the-job embeddedness) and turnover criteria were stronger in female-dominated samples and public organizations (collectivistic countries). Finally, turnover intentions, job search behavior, and job performance fully (partially) mediated the effect of on-the-job embeddedness (off-the-job embeddedness) on actual turnover. The research and practical implications of our findings are noted, in light of study limitations and future research needs. (PsycINFO Database Record (c) 2012 APA, all rights reserved).     

Public acceptance of connected vehicles: An extension of the technology acceptance model

To examine the public acceptance of connected vehicles (CVs), this study developed a novel connected vehicle acceptance model (CVAM) extending the technology acceptance model (TAM). The model was built based on a questionnaire survey of 2400 US adults. Perceived data privacy and security associated with the technology was found to shape the trust, attitude, and behavioral intention to use CVs, in addition to the predictors of original TAM: perceived usefulness and ease of use. Results revealed that trust mediates the effect of perceived data privacy and security on CV acceptance, though its directional relationship with perceived usefulness and perceived ease of use is unclear. Socio-demographic and other characteristics of respondents associated with CV acceptance and its predictors were explored. A number of theoretical and practical implications of the study findings are discussed.     

Love,commitment, and response to conflict among Cypriot dating couples: Two models,one relationship

Rusbult's investment model of close relationships posits that commitment is a function of satisfaction with the relationship, investments made, and attractiveness of alternatives. Relationship quality is also affected by how partners handle distress and conflict. They may practise exit (leave the situation), voice (speak out their concerns), loyalty (wait loyally for the problem to pass), or neglect (passive‐aggressive or avoidant tactics). Sternberg's triangular theory of love, on the other hand, posits that the ingredients of a successful relationship are passion, intimacy, and commitment. All three are required to produce long‐lasting consummate love, whereas the absence of any of the components leads to other types of relationships such as friendships and infatuations. These models have received cross‐cultural validation in previous research. Their applicability to dating relationships in Cyprus was tested in this study. The primary aim was to examine the applicability of these models to dating relationships in Cyprus and the second aim was to examine whether a combination of these models predicts relationship commitment better than either model alone. An additional goal was to add to the particularly scarce research on intimate relationships among Cypriots. Results indicate that both models are predictive of commitment, but that the triangular model does not add to the predictive power of the investment model. On the contrary, the concept of investment, as measured by the investment model, appears to be important in the understanding of commitment in dating relationships. Conflict resolution styles were also related to relationship quality, consistent with the predictions of the investment model, but in variance with findings regarding married couples in Cyprus. Results are discussed in light of the relevant models, and in comparison to findings of prior research regarding the application of the investment model to marital relationships. The role of the cultural context is also addressed.     

A Commentary on 'Exploring the Nature of Human Resource Developers' Expertise"

Previous research has shown that organizational identification (OI) of leaders is positively related to employee OI and, in turn, linked to positive behaviours of employees towards the organization. In the present study, we argue that leader OI does not only affect variables at the employee level but, through its influence on employees, also contributes to important customer outcomes (i.e., customer satisfaction, customer loyalty, and customer recommendations). Drawing on self-concept based theories of leadership effectiveness and insights from service linkage research, the present article proposes that OI plays an important role in these influence processes. Additionally, the article delineates the behavioural and psychological variables that intervene employee OI and customer outcomes. More specifically, we suggest that leader OI is positively related to follower OI, which results in customer-oriented service behaviour. Customer orientation, in turn, should positively affect customers' identification with the organization and, ultimately, result in customer satisfaction, customer loyalty, and customer recommendations. Results of a multilevel field study using data from leaders, employees, and customers provide support for our theoretical model.     

The effect of relational benefits in loyalty programmes: Evidence from Chinese milk formula customer clubs

Although the value of relational benefits has been recognised in customer relationship management, the impact of these benefits on loyalty behaviours is yet to be investigated in the context of loyalty clubs. Little is known why some loyalty programmes outperform others. By using both qualitative and quantitative research approaches, this research developed and estimated a conceptual model that describes the interaction of key relational benefits and their contributions to customer loyalty in a set of milk formula customer clubs in China. Data were collected from 300 Chinese infant milk formula buyers, including both customer club members and nonmembers. This study confirms that the customer‐confidence benefits and identity‐related benefits precede other loyalty rewards and strengthen other loyalty incentives in a loyalty programme. The economic benefits and information‐sharing benefits play a mediating role and contribute directly to customer loyalty. The findings of this research help better understand the mechanism behind loyalty behaviours in customer clubs.     

数字表征的表象赋义效应:来自数字线估计任务的证据

已有研究中数字线估计任务几乎都使用纯数字。本研究以二到六年级儿童为被试,采用纯数字任务和赋义数字任务来探索赋义表象对数字表征形式的影响。结果表明,对0~1000的数字赋义后,对数模型的解释力上升,而线性模型的解释力下降;表象大小对于赋义数字的估计影响显著,大表象赋义提高了对数模型解释力而降低了数字估计的准确性,小表象的影响比较微弱。     

The therapeutic alliance in couples therapy: clinical considerations

This article presents clinical considerations about the therapeutic alliance in couples therapy, stimulated by pertinent new research findings reported in this issue. A loyalty dimension of the couple's relationship is described, as well as its influence on the therapeutic alliance in couples therapy. The therapist's establishment of a "meta-alliance" with the couple around their loyalty conflicts, avoidance of splits and disruptions, and prioritization of marital distress (versus individual symptoms) as the primary focus of treatment all serve to solidify the therapeutic alliance. In addition, identifying the partners' early family-of-origin distress can help predict and respond to strains in the therapeutic alliance that may occur later in therapy. Finally, the therapist helping the couple to balance their relational power differences in therapy and to address their concerns about the impact of the therapist's gender also strengthens their therapeutic alliance. A clinical case and vignettes are included to illustrate these issues.     

When Bureaucrats Get the Blues: Responses to Dissatisfaction Among Federal Employees

Rusbult and Farrell's general model of responses to job dissatisfaction is utilized to assess reactions to declining satisfaction among public sector employees. Four general categories of response-exit, voice, loyalty, and neglect-are described and explored. Data from the "Federal Employee Attitude Survey, 1979" were examined to evaluate the predictive ability of the Rusbult and Farrell model. Consistent with their model, higher levels of employee satisfaction and greater degree of investment size encouraged tendencies toward voice and loyalty while discouraging exit and neglect. Also, higher quality job alternatives promoted exit and voice while inhibiting neglectful tendencies. Contrary to predictions, better alternatives also encouraged loyalist responding. The implications of these findings in light of increasing dissatisfaction in the federal bureaucracy are discussed.