How to cite this paper
Hayat, D & Esenyel, I. (2020). Effects of perceived stakeholder conflict factors on guests’ satisfaction and behavioral intentions and mediation effect of guests’ perceived value: Evidence from the Hospitality sector of Northern Cyprus.Management Science Letters , 10(16), 3783-3792.
Refrences
Aljarah, A., & Ibrahim, B. (2020). The robustness of corporate social responsibility and brand loyalty relation: A meta-Analytic examination. Journal of Promotion Management, 1-35. DOI: 10.1080/10496491.2020.1746464
Alrwashdeh, M., Jahmani, A., Ibrahim, B., & Aljuhmani, H. Y. (2020). Data to model the effects of perceived telecommu-nication service quality and value on the degree of user satisfaction and e-WOM among telecommunications users in North Cyprus. Data in brief, 28, 104981.
Ahliya, S. (2010). The importance of hotels and accommodation in promoting tourism.
Bastakis, C., Buhalis, D. & Butler, R. (2004). The perception of small and medium sized tourism accommodation provid-ers on the impacts of the tour operators’ power in Eastern Mediterranean. Tourism Management, 25, 151-170.
Bolton, R.N. & Drew, J.H. (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17 (4), 375–384.
Buhalis, D. (2000) Relationships in the distribution channel of tourism: Conflicts between hoteliers and tour operators in the Mediterranean region. International Journal of Hospitality and Tourism Administration, 1, 113–139.
Chen, C.F. (2007), “Experience quality, perceived value, satisfaction and behavioural intentions for heritage tourists”, proceedings of the 13th Asia Pacific Management Conference, Melbourne, Australia, 2007, pp.1130-1136.
Churchill, G. A. Jr. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Re-search, 16 (1), 64-73.
Creswell, J. W. (2012). Qualitative Inquiry and Research Design: Choosing Among Five Approaches. 3rd ed. Thousand Oaks. Sage Publications.
Cox, K. K., Higginbotham, J. B. & Burton, J. (1976). Applications of focus group interviews in marketing. Journal of Marketing, 40 (1), 77–80.
Cronin, J.J., Brady, M.K. & Hult, G.J.M. (2000). Assessing the effects of quality, value, and customer satisfaction on con-sumer behavioural intentions in service environment. Journal of Retailing, 76 (2), 193-218.
Dolores, M.F., Salvador, D.B. & Lorenza, L. (2012). Determinants of Satisfaction with Holidays and Hospitality in Rural Tourism in Spain: The moderating Effects of Tourists’ Previous experience. Cornell Hospitality Quarterly, 54 (3), 294-307.
Douglas, A. & Lubbe, B. A. (2006). Identifying value conflict between stakeholders in corporate travel management by applying the soft value management model: A survey in South Africa. Tourism Management, 27, 1130-1140.
Edmunds, H. (1999). The focus group research handbook. Lincolnwood, IL. NTC Business Books.
Fountoulaki, P., Leue, M. C. & Jung, T. (2014).The key factors of relationship quality between tour operators and SME Hotels. EuroChrie, Dubai, United Arab Emirates, 6-9 October 2014.
Frazier, G.L. (1983). International exchange behaviour in marketing channels: A broadened perspective. Journal of Mar-keting, 47(4), 68-78.
Frazier, G.L. & Summers, J. (1984). Interfirm influence strategies and their application within distribution channels. Journal of Marketing, 47(3), 43-55.
Freeman, R. E. (1984). Strategic management: a stakeholder approach. Boston, MA. Pitman.
Gaski, J. F. (1984). The Theory of Power and Conflict in Channels of Distribution. Journal of Marketing, 48, 9-29.
Ghada Abd-Alla, M. (2007). Service Quality of Travel Agents: The view point of tourist in Egypt. An International Multi-disciplinary Journal of Tourism, 2(1), 63-87.
Gnanapala, W. C. (2016), Stakeholder Conflicts in Tourism: A Study of Hoteliers and Travel Agents in Sri Lanka. In M. Aslam, M. M. Cooper, N. Othman and A. A. Lew (Eds.), Sustainable Tourism in the Global South: communities, envi-ronments, and management (pp. 290-307). Cambridge: Cambridge Scholars Publishing
Goodwin, C. & Ross, I. (1992). Consumer responses to service failures: influence of procedural and interactional fairness perceptions. Journal of Business Research, 25(2), 149-163.
Gupta, A., McDaniel, J.C. & Herath, S.K. (2005). Quality management in service firms: sustaining structures of total qual-ity service. Managing Service Quality, 15(4), 389-402.
Heynes, S. N., Richard, D., & Kubany, E.S. (1995). Content validity in psychological assessment: A functional approach to concepts and methods. Psychological Assessment, 7(3), 238- 247.
Hibbard, J. D., Kumar, N., & Stern, L. W. (2001). Examining the impact of destructive acts in marketing channel relation-ships. Journal of Marketing Research, 38(1), 45–61.
Hu, H., Kandampully, J. & Juwaheer, T.D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal, 29(2), 111-125.
Ibrahim, B., Aljarah, A., & Ababneh, B. (2020). Do social media marketing activities enhance consumer perception of brands? A meta-analytic examination. Journal of Promotion Management, 26(4), 544-568.
Ibrahim, B., & Aljarah, A. (2018). Dataset of relationships among social media marketing activities, brand loyalty, revisit intention. Evidence from the hospitality industry in Northern Cyprus. Data in brief, 21, 1823-1828.
Ivanov, S., Stoilova, E. & Illum, S.F. (2015). Conflicts between accommodation establishments and travel agencies. Tour-ism and Hospitality Research, 1(15), 54-70.
Johann, M. (2014). The relationship building strategy with partners in tourism market. European Journal of Tourism, Hospitality and Recreation, Special Issue, 95-105.
Karatepe, O. & Ekiz, E. (2004). The effects of organizational responses to complaints on satisfaction and loyalty: a study of hotel guests in Northern Cyprus. Managing Service Quality: An International Journal, 14(6), 476-486.
Kiran, V., Majumdar, M. & Kishore, K. (2012). Distribution Channel Conflict and Management. Journal of Business Management and Social Science Research, 1(1), 48-57.
Kourosh, J. (2014). Measurement of Leisure Traveller’s Satisfaction: Evidence from North Cyprus Hotels. International Journal of Online Research, 2(2).
Kuo, Y., Wu, C. & Deng, W. (2009). The relationships among service quality. Perceived value, customer satisfaction and post-purchase intention in mobile value-added service. Computer in Human Behaviour, 25, 887-896.
Maxham, J. III (2001). Service recovery’s influence on consumer satisfaction, positive word-of-mouth, and repurchase in-tentions. Journal of Business Research, 54(1), 11-24
Mooi, E. A. & Frambach, R. T. (2009). A stakeholder perspective on buyer-supplier conflict. Journal of Marketing Chan-nels, 16, 291-307.
Moutinho, L. (1987). Consumer behaviour in tourism. European Journal of Marketing, 10(2\1), 5-44.
Mwesiumo, D. & Halpern, N. (2016). Interfirm conflicts in tourism value chains. Tourism Review, 71(4), 259-271.
Nadiri, H. (2003). How quality contributes consumer satisfaction: a preliminary study to investigate how hotel attributes quality perceived by customers. In 6th International Conference; Quality management and organizational development, Paris, France. 1-3 October, 2003.
Nadiri, H. & Hussain, K. (2005). Perceptions of service quality in North Cyprus hotels. International Journal of Contem-porary Hospitality Management, 17(6), 469-480.
Nadiri, H., Hussain, K., Haktan, E. & Erdoğan, Ş. (2008). An investigation on the factors influencing passengers’ loyalty in North Cyprus national airline. The TQM Journal, 20(3), 265-280.
Netemeyer, R.G., Durvasula, S. & Lichtenstein, D.R. (1991). A cross-national assessment of the Reliability and validity of the Cetscale. Journal of Marketing Research, 28(3), 320-327.
Nikbin, D., Ismail, I., Marimuthu, M. & Salarzehi, H. (2012). The relationship of service failure attributions, service re-covery justice and recovery satisfaction in the context of airlines. Scandinavian Journal of Hospitality and Tourism, 12(3), 232-254.
Nunnally, J.C. (1978). Psychometric Theory. New York. McGraw-Hill.
Oliver, R. L. & W. S. Desarbo. (1988). Response determinants in satisfaction judgments. Journal of Consumer Research, 14, 495-504.
Olorunniwo, F., Hsu, M. K. & Udo, G. J. (2006). Service quality, customer satisfaction, and Behavioural intentions in the service factory. Journal of Service Marketing, 20(1), 59 – 72.
Proctor, T. (2005). Essentials of marketing research. 2nd ed. Harlow: Prentice Hall.
Preacher, K. J., Rucker, D.D., & Hayes, A. F. (2008). Addressing moderated mediation hypotheses: Multivariate Behav-ioral Research Methods, 40, 879-891.
Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879–891.
Ritchie, J.R. & Goeldner, C. (1994) Travel, tourism and hospitality research: a handbook for managers and researchers, 3nd ed. USA. John Wiley.
Rose, G. M. & Shoham, A. (2004). International task and emotional conflict with international channels of distribution. Journal of Business Research. 57 (9), 942-950.
Ryu, K., Lee, H., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioural intentions. International Journal of Contemporary Hospitality Management, 24(2), 200-223.
Ryu, K., Han, H. & Kim, T.H. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27(3), 459-69.
Schul, P. L. & Babakus, E. (1988). An examination of the interfirm power-conflict relationship: The intervening role of the channel decision structure. Journal of Retailing, 64(4), 381–404.
Smith, A., Bolton, R. & Wagner, J. (1999). A model of customer satisfaction with service encounters involving service failure and recovery. Journal of Marketing Research, 36(3), 356-372.
Spreng, R.A., Harrell, G.D. & Mackoy, R.D. (1995). Service recovery: impact on satisfaction and Intentions. Journal of Services Marketing, 9(1), 15-23.
Wu, C.H-J. & Liang, R.-D. (2009). Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants. International Journal of Hospitality Management, 28, 586-93.
Yildirim, C., Oflaç, B.S., & Yurt, O. (2018). The doer effect of failure and recovery in multi- agent cases: service supply chain perspective. Journal of Service Theory and Practice, 28(3), 274-297.
Zeithaml, V.A. (1988). Consumer perception of price, quality and value; A meansend model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
Zeithaml, V. A., Berry, L. L. & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Mar-keting, 60(2), 31–46.
Alrwashdeh, M., Jahmani, A., Ibrahim, B., & Aljuhmani, H. Y. (2020). Data to model the effects of perceived telecommu-nication service quality and value on the degree of user satisfaction and e-WOM among telecommunications users in North Cyprus. Data in brief, 28, 104981.
Ahliya, S. (2010). The importance of hotels and accommodation in promoting tourism.
Bastakis, C., Buhalis, D. & Butler, R. (2004). The perception of small and medium sized tourism accommodation provid-ers on the impacts of the tour operators’ power in Eastern Mediterranean. Tourism Management, 25, 151-170.
Bolton, R.N. & Drew, J.H. (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17 (4), 375–384.
Buhalis, D. (2000) Relationships in the distribution channel of tourism: Conflicts between hoteliers and tour operators in the Mediterranean region. International Journal of Hospitality and Tourism Administration, 1, 113–139.
Chen, C.F. (2007), “Experience quality, perceived value, satisfaction and behavioural intentions for heritage tourists”, proceedings of the 13th Asia Pacific Management Conference, Melbourne, Australia, 2007, pp.1130-1136.
Churchill, G. A. Jr. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Re-search, 16 (1), 64-73.
Creswell, J. W. (2012). Qualitative Inquiry and Research Design: Choosing Among Five Approaches. 3rd ed. Thousand Oaks. Sage Publications.
Cox, K. K., Higginbotham, J. B. & Burton, J. (1976). Applications of focus group interviews in marketing. Journal of Marketing, 40 (1), 77–80.
Cronin, J.J., Brady, M.K. & Hult, G.J.M. (2000). Assessing the effects of quality, value, and customer satisfaction on con-sumer behavioural intentions in service environment. Journal of Retailing, 76 (2), 193-218.
Dolores, M.F., Salvador, D.B. & Lorenza, L. (2012). Determinants of Satisfaction with Holidays and Hospitality in Rural Tourism in Spain: The moderating Effects of Tourists’ Previous experience. Cornell Hospitality Quarterly, 54 (3), 294-307.
Douglas, A. & Lubbe, B. A. (2006). Identifying value conflict between stakeholders in corporate travel management by applying the soft value management model: A survey in South Africa. Tourism Management, 27, 1130-1140.
Edmunds, H. (1999). The focus group research handbook. Lincolnwood, IL. NTC Business Books.
Fountoulaki, P., Leue, M. C. & Jung, T. (2014).The key factors of relationship quality between tour operators and SME Hotels. EuroChrie, Dubai, United Arab Emirates, 6-9 October 2014.
Frazier, G.L. (1983). International exchange behaviour in marketing channels: A broadened perspective. Journal of Mar-keting, 47(4), 68-78.
Frazier, G.L. & Summers, J. (1984). Interfirm influence strategies and their application within distribution channels. Journal of Marketing, 47(3), 43-55.
Freeman, R. E. (1984). Strategic management: a stakeholder approach. Boston, MA. Pitman.
Gaski, J. F. (1984). The Theory of Power and Conflict in Channels of Distribution. Journal of Marketing, 48, 9-29.
Ghada Abd-Alla, M. (2007). Service Quality of Travel Agents: The view point of tourist in Egypt. An International Multi-disciplinary Journal of Tourism, 2(1), 63-87.
Gnanapala, W. C. (2016), Stakeholder Conflicts in Tourism: A Study of Hoteliers and Travel Agents in Sri Lanka. In M. Aslam, M. M. Cooper, N. Othman and A. A. Lew (Eds.), Sustainable Tourism in the Global South: communities, envi-ronments, and management (pp. 290-307). Cambridge: Cambridge Scholars Publishing
Goodwin, C. & Ross, I. (1992). Consumer responses to service failures: influence of procedural and interactional fairness perceptions. Journal of Business Research, 25(2), 149-163.
Gupta, A., McDaniel, J.C. & Herath, S.K. (2005). Quality management in service firms: sustaining structures of total qual-ity service. Managing Service Quality, 15(4), 389-402.
Heynes, S. N., Richard, D., & Kubany, E.S. (1995). Content validity in psychological assessment: A functional approach to concepts and methods. Psychological Assessment, 7(3), 238- 247.
Hibbard, J. D., Kumar, N., & Stern, L. W. (2001). Examining the impact of destructive acts in marketing channel relation-ships. Journal of Marketing Research, 38(1), 45–61.
Hu, H., Kandampully, J. & Juwaheer, T.D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal, 29(2), 111-125.
Ibrahim, B., Aljarah, A., & Ababneh, B. (2020). Do social media marketing activities enhance consumer perception of brands? A meta-analytic examination. Journal of Promotion Management, 26(4), 544-568.
Ibrahim, B., & Aljarah, A. (2018). Dataset of relationships among social media marketing activities, brand loyalty, revisit intention. Evidence from the hospitality industry in Northern Cyprus. Data in brief, 21, 1823-1828.
Ivanov, S., Stoilova, E. & Illum, S.F. (2015). Conflicts between accommodation establishments and travel agencies. Tour-ism and Hospitality Research, 1(15), 54-70.
Johann, M. (2014). The relationship building strategy with partners in tourism market. European Journal of Tourism, Hospitality and Recreation, Special Issue, 95-105.
Karatepe, O. & Ekiz, E. (2004). The effects of organizational responses to complaints on satisfaction and loyalty: a study of hotel guests in Northern Cyprus. Managing Service Quality: An International Journal, 14(6), 476-486.
Kiran, V., Majumdar, M. & Kishore, K. (2012). Distribution Channel Conflict and Management. Journal of Business Management and Social Science Research, 1(1), 48-57.
Kourosh, J. (2014). Measurement of Leisure Traveller’s Satisfaction: Evidence from North Cyprus Hotels. International Journal of Online Research, 2(2).
Kuo, Y., Wu, C. & Deng, W. (2009). The relationships among service quality. Perceived value, customer satisfaction and post-purchase intention in mobile value-added service. Computer in Human Behaviour, 25, 887-896.
Maxham, J. III (2001). Service recovery’s influence on consumer satisfaction, positive word-of-mouth, and repurchase in-tentions. Journal of Business Research, 54(1), 11-24
Mooi, E. A. & Frambach, R. T. (2009). A stakeholder perspective on buyer-supplier conflict. Journal of Marketing Chan-nels, 16, 291-307.
Moutinho, L. (1987). Consumer behaviour in tourism. European Journal of Marketing, 10(2\1), 5-44.
Mwesiumo, D. & Halpern, N. (2016). Interfirm conflicts in tourism value chains. Tourism Review, 71(4), 259-271.
Nadiri, H. (2003). How quality contributes consumer satisfaction: a preliminary study to investigate how hotel attributes quality perceived by customers. In 6th International Conference; Quality management and organizational development, Paris, France. 1-3 October, 2003.
Nadiri, H. & Hussain, K. (2005). Perceptions of service quality in North Cyprus hotels. International Journal of Contem-porary Hospitality Management, 17(6), 469-480.
Nadiri, H., Hussain, K., Haktan, E. & Erdoğan, Ş. (2008). An investigation on the factors influencing passengers’ loyalty in North Cyprus national airline. The TQM Journal, 20(3), 265-280.
Netemeyer, R.G., Durvasula, S. & Lichtenstein, D.R. (1991). A cross-national assessment of the Reliability and validity of the Cetscale. Journal of Marketing Research, 28(3), 320-327.
Nikbin, D., Ismail, I., Marimuthu, M. & Salarzehi, H. (2012). The relationship of service failure attributions, service re-covery justice and recovery satisfaction in the context of airlines. Scandinavian Journal of Hospitality and Tourism, 12(3), 232-254.
Nunnally, J.C. (1978). Psychometric Theory. New York. McGraw-Hill.
Oliver, R. L. & W. S. Desarbo. (1988). Response determinants in satisfaction judgments. Journal of Consumer Research, 14, 495-504.
Olorunniwo, F., Hsu, M. K. & Udo, G. J. (2006). Service quality, customer satisfaction, and Behavioural intentions in the service factory. Journal of Service Marketing, 20(1), 59 – 72.
Proctor, T. (2005). Essentials of marketing research. 2nd ed. Harlow: Prentice Hall.
Preacher, K. J., Rucker, D.D., & Hayes, A. F. (2008). Addressing moderated mediation hypotheses: Multivariate Behav-ioral Research Methods, 40, 879-891.
Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879–891.
Ritchie, J.R. & Goeldner, C. (1994) Travel, tourism and hospitality research: a handbook for managers and researchers, 3nd ed. USA. John Wiley.
Rose, G. M. & Shoham, A. (2004). International task and emotional conflict with international channels of distribution. Journal of Business Research. 57 (9), 942-950.
Ryu, K., Lee, H., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioural intentions. International Journal of Contemporary Hospitality Management, 24(2), 200-223.
Ryu, K., Han, H. & Kim, T.H. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27(3), 459-69.
Schul, P. L. & Babakus, E. (1988). An examination of the interfirm power-conflict relationship: The intervening role of the channel decision structure. Journal of Retailing, 64(4), 381–404.
Smith, A., Bolton, R. & Wagner, J. (1999). A model of customer satisfaction with service encounters involving service failure and recovery. Journal of Marketing Research, 36(3), 356-372.
Spreng, R.A., Harrell, G.D. & Mackoy, R.D. (1995). Service recovery: impact on satisfaction and Intentions. Journal of Services Marketing, 9(1), 15-23.
Wu, C.H-J. & Liang, R.-D. (2009). Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants. International Journal of Hospitality Management, 28, 586-93.
Yildirim, C., Oflaç, B.S., & Yurt, O. (2018). The doer effect of failure and recovery in multi- agent cases: service supply chain perspective. Journal of Service Theory and Practice, 28(3), 274-297.
Zeithaml, V.A. (1988). Consumer perception of price, quality and value; A meansend model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
Zeithaml, V. A., Berry, L. L. & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Mar-keting, 60(2), 31–46.