Customer Relational Benefits and Relationship-Marketing Outcomes
Comparing Three Transaction Types of Travel Product
Bibliographic Data
| ID | 12463103 |
|---|---|
| Authors | Chang-Hua Yen (0000-0002-6847-8890, ,), Li-Ling Liu (0000-0002-2655-4891, ,), Chien-Yu Chen (0000-0003-2738-9629, ,, corresponding author), Tzy-Yau Lee (,) |
| Year | 2014 |
| Volume | 20 |
| Issue | 2 |
| Pages | 171-190 |
| Publication date | 2014-01-06 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Asia Pacific Journal of Tourism Research (JOURNAL) |
| Journal identifiers | ISSN: 1094-1665 • E-ISSN: 1741-6507 |
| Publisher | Routledge (PUBLISHER • GB) |
| DOI | 10.1080/10941665.2013.877042 |
| OpenAlex | W2011488402 |
| Language | EN |
| Citations received | 1 |
| References cited | 71 |
Given the increasing popularity of the Internet and TV shopping, travel agencies are using these electronic channels to conduct business transactions. However, few studies investigate how customers' relational benefits affect relationship-marketing outcomes in the travel industry. This study examines the effects of the relational benefits on customer satisfaction and loyalty by focusing on three types of transaction used for travel products. The results indicate that confidence and social benefits, but not special treatment benefits, positively affect customer satisfaction. All three types of customers' relational benefits are positively related to loyalty. The influences of confidence benefits on satisfaction and loyalty are stronger for Internet transaction than interpersonal transaction and TV shopping transaction. The influences of social benefits on satisfaction and loyalty are stronger for TV shopping transaction than interpersonal transaction and Internet transaction. Therefore, the relationships among customer relational benefits, satisfaction, and loyalty are moderated by the three types of transaction.Key words: transaction of travel productscustomer relational benefitscustomer satisfactioncustomer loyalty
Advertising · Business · Customer Relationship Management · Database · Database transaction · Geography · Market segmentation · Marketing management · Product (mathematics · Relationship marketing · Tourism · Computer Science · Consumer Behavior in Brand Consumption and Identification · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Marketing
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| Unique citing works | 1 |
|---|---|
| Citations per year | 0,1 |
| Citation span | 2016 - 2016 (1) |
| Citation velocity | historical |
| Highly cited | No |
| Citation types | Neutral: 1 |