How to cite this paper
Baksi, A. (2014). Moderating impact of tourism relationship management dimensions on tourism service quality, tourist satisfaction and destination loyalty.Decision Science Letters , 3(2), 169-186.
Refrences
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Anderson, E. W., & Fornell, C., (1994). A customer satisfaction research prospectus. In R. T. Rust, Oliver, R. (Ed.), Service quality: New directions in theory and practice (pp. 241-268). CA: Sage Publications, Thousand Oaks.
Anglim, J. (2007). Structural equation modeling. Retrieved from http://www.jeromyanglim.googlepapers.com (retrieved on 12-07-2013).
Armstrong, G., & Kotler, P. (2003). Marketing: An introduction, 6th ed., Upper Saddle River, NJ: Prentice Hall.
Atilgan, E, Akinsy, S., & Aksoy, S. (2003). Mapping service quality in the tourism industry. Managing Service Quality, 13(5), 412-422
Avkiran, N. K. (1994). Developing an instrument to measure customer service quality in branch banking. International Journal of Bank Marketing, 12(6), 10-18.
Awadzi, W., & Panda, D. (2007). Relationship Marketing in the tourism Industry: Towards an integrated model for research. Consortium Journal of Hospitality and Tourism, 12(1), 47-56.
Babakus, E., & Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24, 253-268.
Baker, D.A., & Crompton, J.L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785-804.
Baumgartner, H., & Homburg, C. (1996). Applications of structural equation modeling in marketing and consumer research: A review. International Journal of Research in Marketing, 13, 139-161.
Bentler P.M. (1992). On the fit of models to covariances and methodology to the Bulletin. Psychological Bulletin, 112(3), 400-404.
Bigne, J. E., Sanchez, I., & Andreu, L. (2009). The role of variety seeking in short and long run revisit intentions in holiday destinations. International Journal of Culture, Tourism and Hospitality Research, 3(2), 103-115.
Bolton, R. N. and Drew, J. H. (1991a). A multi-stage model of customers’ assessment of service quality and value. Journal of Consumer Research, 17, 375-384.
Bordas, E. (1994). Competitiveness of tourist destinations in long distance markets. The Tourist Review, 3, 3-9.
Buhalis, D. (2000). Marketing the Competitive Destination of the Future. Tourism Management, 21(1), 97-116.
Buttle, F., (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30(1), 8-32.
Butler, S. (2000). Changing the game: CRM in the E-world. Journal of Business Strategy, 21(2), 13-14.
Brown, S.A. (2000). Customer relationship management: A strategic imperative in the world of e-business. Canada, John-Wiley & Sons.
Campo-Martinez, S., VGarau-Vadell, J., & Martinez-Ruiz, M.P. (2010). Factors influencing repeat visits to a destination: The influence of group composition. Tourism Management, 31, 862-870.
Canny, I., & Hidayat, N. (2012). The influence of service quality and tourist satisfaction on future behavioural intentions: The case of Borobudur temple as a UNESCO world culture heritage destination, International Proceedings of Economics Development and Research, 50(19), 89-97.
Carman, J. M. (1990). Consumers’ perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55.
Chadee, D.D., & Mattsson, J., (1996). An empirical assessment of customer satisfaction in tourism. Service Industries Journal, 16(3), 305-320
Chen, J.S., & Gursoy, D. (2001). An investigation of tourist’s destination loyalty and preferences. International Journal of Contemporary Hospitality Management, 13(2), 79-85.
Chen, C., & Tsai, D. (2007). How do destination image and evaluative factors affect behavioural intentions? Tourism Management, 28, 1115-1122.
Chi, C. G.-Q., & Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29, 624-636.
Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., & Kim, C. K. (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.
Coyles, S., & Gokey, T. C. (2002). Customer Retention is not Enough. The McKinsey Quarterly, 2, 80-89.
Cronin, J., & Taylor, S.A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56(July), 55-67.
Cronin, J. Joseph, Jr., & Taylor, S.A. (1994). SERVPERF Versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58, (January), 125-131.
Crosby, L.A., & Johnson, S.L. (2001). High performance marketing in the CRM era. Marketing Management, Sept.-Oct, 10-11
Crosby, L. A., & Stephens, N. (1987). Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry. Journal of Marketing Research, 14(November), 404-411.
Darnell, A. C., & Johnson, P. S. (2001). Repeat visits to attractions: a preliminary economic analysis. Tourism Management, 22(2), 119-126.
Day, G.S. (2003). Creating a superior customer-retailing capability. MIT Sloan Management Review, 44(3), 77-82
Dmitrovi?, T., Cvelbar, L.J., Kolar, T., Brencic, M.M., Ograjen?ek, I. and ?abkar, V., (2009). Conceptualizing Tourist Satisfaction at The Destination Level. International Journal of Culture, Tourism and Hospitality Research, 3(2), 116-126.
Draper, N.R. and Smith, H. (1998). Applied Regression Analysis. Wiley-Interscience.
Flagestad, A. & Hope, C. (2001). Strategic success in winter sports destinations: a sustainable
value creation perspective. Tourism Management, 22, 445-461.
Flambard-Ruaud, S. (2005). Relationship marketing in emerging economies: some lessons for the future. Vikalpa, 30(3), 53.
Fox, T., & Stead, S. (2001). Customer relationship management: Delivering the benefits. White paper, CRM (UK) Ltd., and SECOR Consulting Ltd.,
Freeland, J. (2003). HBR case commentary: What can Barry do to save the project? Harvard Business Review, 81(12), 38.
Frochot, I. (2004). An investigation into the influence of the benefits sought by visitors on their quality evaluation of historic houses & apos; service provision. Journal of Vacation Marketing, 10(3), 223-237.
Fuchs, M., & Weiermair, K. (2003). New perspectives of satisfaction research in tourism destinations. Tourism Review, 58(3), 6-14.
Gotlieb, J. B., Grewal, D., & Brown, S. W. (1994). Consumer satisfaction and perceived quality: Complementary or divergent constructs? Journal of Applied Psychology, 79(6), 875-885.
Gummesson, E. (1993). Quality Management in service organizations: An interpretation of the service quality phenomenon and a synthesis of international research. Karlstad, International Service Quality Association, Sweden.
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Gr?nroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44
Gruen, T.W., Summers, J.O., & Acito, F. (2000). Relationship marketing activities, commitment and membership behaviours in professional associations. Journal of Marketing, 64(3), 34-49
Hair, J.F., Anderson, R.E., Tatham, R.L., & Black, W.C. (1998). Multivariate data analysis. 5th edition, Prentice Hall, Upper Saddle, New Jersey.
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Homburg, C., Workman, J.P., & Jensen, O. (2000). Fundamental changes in marketing organization: The movement towards a customer-focused organizational structure. Journal of the Academy of Marketing Science, 28(4), 459-478
Holmes-Smith, P. (2002). Applied Structural Equation Modeling. Canberra.
Hox, J.J., & Bechger, T.M. (1998). An introduction to structural equation modeling. Family Science Review, 11, 354-373
Hu, L., & Bentler, P.M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1-55
Hudson, S., Hudson, P., & Miller, G. A. (2004). A measurement of service quality in the tour operating sector: A methodological comparison. Journal of Travel Research, 42, 305-312.
Hui, T. K., Wan, D., & Ho, A. (2007). Tourists & apos; satisfaction, recommendation and revisiting Singapore, Tourism Management, 28, 965-975.
Hulland, J., Chow, Y.H., & Lam, S. (1996). Use of causal models in marketing research: A review. International Journal of Research in Management, 13(2), 181-197
Irwin, J. R., & McClelland, G.H. (2001). Misleading Heuristics and Moderated Multiple Regression Models. Journal of Marketing Research, 38 (1), 100–109.
Jang, S., & Feng, R. (2006). Temporal destination revisit intention: The effects of Novelty seeking and satisfaction. Tourism Management, 28, 580-590.
Jang, S., & Feng, R. (2007). Temporal destination revisit intention: The effects of novelty seeking and satisfaction. Tourism Management, 28(2), 580-590
Jain, R., & Jain, S. (2006). Towards Relational Exchange in Service Marketing: Insights from Hospitality Industry. Journal of Services Research, 5(2), 139-149
Jain, D., & Singh, S.S. (2002). Customer lifetime value research in marketing: A review and future directions. Journal of Interactive Marketing, 16(2), 34-46.
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Armstrong, G., & Kotler, P. (2003). Marketing: An introduction, 6th ed., Upper Saddle River, NJ: Prentice Hall.
Atilgan, E, Akinsy, S., & Aksoy, S. (2003). Mapping service quality in the tourism industry. Managing Service Quality, 13(5), 412-422
Avkiran, N. K. (1994). Developing an instrument to measure customer service quality in branch banking. International Journal of Bank Marketing, 12(6), 10-18.
Awadzi, W., & Panda, D. (2007). Relationship Marketing in the tourism Industry: Towards an integrated model for research. Consortium Journal of Hospitality and Tourism, 12(1), 47-56.
Babakus, E., & Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24, 253-268.
Baker, D.A., & Crompton, J.L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785-804.
Baumgartner, H., & Homburg, C. (1996). Applications of structural equation modeling in marketing and consumer research: A review. International Journal of Research in Marketing, 13, 139-161.
Bentler P.M. (1992). On the fit of models to covariances and methodology to the Bulletin. Psychological Bulletin, 112(3), 400-404.
Bigne, J. E., Sanchez, I., & Andreu, L. (2009). The role of variety seeking in short and long run revisit intentions in holiday destinations. International Journal of Culture, Tourism and Hospitality Research, 3(2), 103-115.
Bolton, R. N. and Drew, J. H. (1991a). A multi-stage model of customers’ assessment of service quality and value. Journal of Consumer Research, 17, 375-384.
Bordas, E. (1994). Competitiveness of tourist destinations in long distance markets. The Tourist Review, 3, 3-9.
Buhalis, D. (2000). Marketing the Competitive Destination of the Future. Tourism Management, 21(1), 97-116.
Buttle, F., (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30(1), 8-32.
Butler, S. (2000). Changing the game: CRM in the E-world. Journal of Business Strategy, 21(2), 13-14.
Brown, S.A. (2000). Customer relationship management: A strategic imperative in the world of e-business. Canada, John-Wiley & Sons.
Campo-Martinez, S., VGarau-Vadell, J., & Martinez-Ruiz, M.P. (2010). Factors influencing repeat visits to a destination: The influence of group composition. Tourism Management, 31, 862-870.
Canny, I., & Hidayat, N. (2012). The influence of service quality and tourist satisfaction on future behavioural intentions: The case of Borobudur temple as a UNESCO world culture heritage destination, International Proceedings of Economics Development and Research, 50(19), 89-97.
Carman, J. M. (1990). Consumers’ perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55.
Chadee, D.D., & Mattsson, J., (1996). An empirical assessment of customer satisfaction in tourism. Service Industries Journal, 16(3), 305-320
Chen, J.S., & Gursoy, D. (2001). An investigation of tourist’s destination loyalty and preferences. International Journal of Contemporary Hospitality Management, 13(2), 79-85.
Chen, C., & Tsai, D. (2007). How do destination image and evaluative factors affect behavioural intentions? Tourism Management, 28, 1115-1122.
Chi, C. G.-Q., & Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29, 624-636.
Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., & Kim, C. K. (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.
Coyles, S., & Gokey, T. C. (2002). Customer Retention is not Enough. The McKinsey Quarterly, 2, 80-89.
Cronin, J., & Taylor, S.A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56(July), 55-67.
Cronin, J. Joseph, Jr., & Taylor, S.A. (1994). SERVPERF Versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58, (January), 125-131.
Crosby, L.A., & Johnson, S.L. (2001). High performance marketing in the CRM era. Marketing Management, Sept.-Oct, 10-11
Crosby, L. A., & Stephens, N. (1987). Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry. Journal of Marketing Research, 14(November), 404-411.
Darnell, A. C., & Johnson, P. S. (2001). Repeat visits to attractions: a preliminary economic analysis. Tourism Management, 22(2), 119-126.
Day, G.S. (2003). Creating a superior customer-retailing capability. MIT Sloan Management Review, 44(3), 77-82
Dmitrovi?, T., Cvelbar, L.J., Kolar, T., Brencic, M.M., Ograjen?ek, I. and ?abkar, V., (2009). Conceptualizing Tourist Satisfaction at The Destination Level. International Journal of Culture, Tourism and Hospitality Research, 3(2), 116-126.
Draper, N.R. and Smith, H. (1998). Applied Regression Analysis. Wiley-Interscience.
Flagestad, A. & Hope, C. (2001). Strategic success in winter sports destinations: a sustainable
value creation perspective. Tourism Management, 22, 445-461.
Flambard-Ruaud, S. (2005). Relationship marketing in emerging economies: some lessons for the future. Vikalpa, 30(3), 53.
Fox, T., & Stead, S. (2001). Customer relationship management: Delivering the benefits. White paper, CRM (UK) Ltd., and SECOR Consulting Ltd.,
Freeland, J. (2003). HBR case commentary: What can Barry do to save the project? Harvard Business Review, 81(12), 38.
Frochot, I. (2004). An investigation into the influence of the benefits sought by visitors on their quality evaluation of historic houses & apos; service provision. Journal of Vacation Marketing, 10(3), 223-237.
Fuchs, M., & Weiermair, K. (2003). New perspectives of satisfaction research in tourism destinations. Tourism Review, 58(3), 6-14.
Gotlieb, J. B., Grewal, D., & Brown, S. W. (1994). Consumer satisfaction and perceived quality: Complementary or divergent constructs? Journal of Applied Psychology, 79(6), 875-885.
Gummesson, E. (1993). Quality Management in service organizations: An interpretation of the service quality phenomenon and a synthesis of international research. Karlstad, International Service Quality Association, Sweden.
Gr?nroos, C. (1982). Strategic Management and Marketing in the Services Sector. Marketing Science, Cambridge, MA.
Gr?nroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44
Gruen, T.W., Summers, J.O., & Acito, F. (2000). Relationship marketing activities, commitment and membership behaviours in professional associations. Journal of Marketing, 64(3), 34-49
Hair, J.F., Anderson, R.E., Tatham, R.L., & Black, W.C. (1998). Multivariate data analysis. 5th edition, Prentice Hall, Upper Saddle, New Jersey.
Hair, J.F., Black, W.C., Babin, B., & Anderson, R.E. (2010). Multivariate data analysis. 7th edition, Prentice Hall, Upper Saddle, New Jersey.
Heath, E., & Wall, G. (1992). Marketing Tourism Destinations. New York, John Wiley & Sons, Inc.
Homburg, C., Workman, J.P., & Jensen, O. (2000). Fundamental changes in marketing organization: The movement towards a customer-focused organizational structure. Journal of the Academy of Marketing Science, 28(4), 459-478
Holmes-Smith, P. (2002). Applied Structural Equation Modeling. Canberra.
Hox, J.J., & Bechger, T.M. (1998). An introduction to structural equation modeling. Family Science Review, 11, 354-373
Hu, L., & Bentler, P.M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1-55
Hudson, S., Hudson, P., & Miller, G. A. (2004). A measurement of service quality in the tour operating sector: A methodological comparison. Journal of Travel Research, 42, 305-312.
Hui, T. K., Wan, D., & Ho, A. (2007). Tourists & apos; satisfaction, recommendation and revisiting Singapore, Tourism Management, 28, 965-975.
Hulland, J., Chow, Y.H., & Lam, S. (1996). Use of causal models in marketing research: A review. International Journal of Research in Management, 13(2), 181-197
Irwin, J. R., & McClelland, G.H. (2001). Misleading Heuristics and Moderated Multiple Regression Models. Journal of Marketing Research, 38 (1), 100–109.
Jang, S., & Feng, R. (2006). Temporal destination revisit intention: The effects of Novelty seeking and satisfaction. Tourism Management, 28, 580-590.
Jang, S., & Feng, R. (2007). Temporal destination revisit intention: The effects of novelty seeking and satisfaction. Tourism Management, 28(2), 580-590
Jain, R., & Jain, S. (2006). Towards Relational Exchange in Service Marketing: Insights from Hospitality Industry. Journal of Services Research, 5(2), 139-149
Jain, D., & Singh, S.S. (2002). Customer lifetime value research in marketing: A review and future directions. Journal of Interactive Marketing, 16(2), 34-46.
Julian, C. C., & Ramaseshan, B. (1994). The role of customer-contact personnel in the marketing of a retail bank & apos; s services. International Journal of Retail & Distribution Management 5, 29-34.
Kearns, D. and D. Nadler. (1992). Prophets in the Dark: How Xerox Reinvented Itself and Beat Back Japanese. New York: Harper Collins Publishers.
Kline, R. B. (1998). Principles And Practice Of Structural Equation Modeling, New York, Guilford Press.
Kozak, M. (2001). Repeaters & apos; behavior at two distinct destinations. Annals of Tourism Research, 28(3), 784-807.
Kozak, M., & Rimmington, M. (2000). Tourist satisfaction with Mallorca, Spain, as an Off-season holiday destination. Journal of Travel Research, 38, 260-269.
Lewis, B.R. (1989). Quality in service sector – A review. International Journal of Brand Marketing, 7(5), 4-12.
McIntosh, R.W., & Goeldner, C.R. (1984). Tourism principles, practices, philosophies. Wiley, New York
Mihalic, T. (2000). Environmental management of a tourist destination: A factor of tourism competitiveness. Tourism Management, 21(1), 65-78.
Murray, D., & Howat, G. (2002). The Relationships Among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure, NJ: Prentice-Hall.
Ojo, O. (2010). The relationship between service quality and customer satisfaction in the telecommunication industry: Evidence from Nigeria. Broad Research in Accounting, Negotiation, and Distribution, 1(1), 88-100.
Oliver, R. L. (1981). Measurement and evaluation of satisfaction process in retail setting. Journal of Retailing, 57(3), 25-48.
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