Implications of Customer Service on Customer Life Time Value in Tourism Sector in Kisumu County, Kenya.
Keywords:
Customer loyalty, Customer Service, Customer Life Time Value, Tourism Sector, Consumer Behavior, consumer decision-making, Customer Experience.Abstract
In the wake of globalization, every sector in the economy is facing new challenges, the greatest of which is to contend with new competition emanating from various countries across the globe. The tourism sector, which is strongly linked to hospitality sector, is one of the industries which have been strongly affected by globalization. Thus with the increasing competition rises the need for strategies to create a competitive edge. This study aims to assess tourists
References
Schiffman, L. G., &Kanuk, L. L. (2004). Consumer Behavior. personality. 5th ed. Pp 320-327 New Jersey: Pearson Prentice Hall.
Kotler P (2000). Marketing Management: consumer Behavior Pp 427-455. The Millenium edition. Upper saddle River: prentice hall.
Onditi A. A. (2012). Influence of Customer Service on Customer Loyalty. Journal of Business and Social Sciences (IJBSS). Bangladesh USA. Vol 4 No. 15 Pp. 327-418
Baker, M. J. (2004). The Marketing Book: Retailling Pp 645-667. Butterworth-Heinemann
Osman, K. B. (2001). A test of Service Marketing Theory;Consumer Information Acquisition Activities: journal Marketing. 55, 10-25.
Kenya Ministry of Tourism Report (2013). Government Press.
Steven H. (1990). Customer Retention and Loyalty. A case study. International Journal of Marketing. 24 (4), 232-252.
Rinehart
Stock, M., Lambert, M. (2001). Determinants of service quality in the hospitality industry: The case of Malaysian hotels. Journal of Accounting, Business & Management, 14, 64-74.
Mentzer, R. M. (2006). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58, 20-38.
Rinehart
Gattorna et al. (1997). Determinants of long-term orientation in buyer-seller relationships. The Journal of Marketing, 58, 1-19.
Middleton, S. M. C., & Hawkins, F. J. M. (1998). The importance of quality, satisfaction, trust, and image in relation to rural tourist loyalty. Journal of Travel & Tourism Marketing, 25(2), 117-136.
Karim, N., & Geng-Quing Chi, N. A. (2010). The effect of perceived ser-vice quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: a cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.
Awaritefe, O. (2004) Motivation and other considerations in tourists
Abu Ali, J. and Howaidee, M. (2012). The impact of service quality on tourist satisfaction in Jerash. Interdisciplinary Journal of Contemporary Research in Business. 3(12), 164-187
Hunt, R. (1975). The impact of satisfaction and image on loyalty: the case of Alpine ski resorts. Managing Service Quality, 18(2), 163-178.
Chon, K-S. (1991). Tourism destination image modification process. Marketing implications. Tourism Management, 12(1), 68-72.
Echtner, C. R., & Ritchie, J. R. B. (1991). Tourism principles, practices, philosophies
Gartner, S. (1996). Determinants of long-term orientation in buyer-seller relationships. The Journal of Marketing, 58, 1-19.
Buhalis, D. (2000). Marketing the competitive destination of the future. Tourism Management. 21 (1), 97-116.
Laws et al (2002). Customer Loyalty Model for E-Service Context. Journal of Electronic Commerce Research, 4(4), 156-167.
Tasci, M., Gartner, M. (2007). Determinants of service quality in the hospitality industry: The case of Malaysian hotels. Journal of Accounting, Business & Management, 14, 64-74.
Chen, C. and Tsai, D. (2007). How destination image and evaluative factors affect behavioral intentions. Tourism Management. 28 (4), 1115-1122.
Fakeye, R., Crompton, K. (1991). The impact of satisfaction and image on loyalty: the case of Alpine ski resorts. Managing Service Quality, 18(2), 163-178.
Gartner, C. (1993). The perceived service quality concept
Gallarza, R., Matzler, K., & F
Pearce, S. (1992). An insight into service attributes in banking sector. Journal of Services Research, 3(1), 157-169.
Lawson, B. R., & Baud Bovy, V. W. (1977). Defining and measuring the quality of customer service. Marketing Intelligence & Planning, 8(6), 11-17.
Crompton, J.L. (1979) Motivations for pleasure vacations. Annals of Tourism Research. 6 (4), 408-424.
Bign
San Mart
Stabler, R. D. (1995). Managing internal markets: a conceptual framework adapted from SERVQUAL. The marketing review, 2(3), 253-265.
Alhemoud, A.M. and Armstrong, E.G. (1996). Image of tourism attractions in Kuwait. Journal of Travel Research, Spring, 24-27.
Schneider, V., & Sonmeez, A. K. (1999). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20(2), 153-175.
] Gallarza, R., Matzler, K., & F
Beerli, A. and Mart
Goodrich, D. (1978). Propensity to complain: effects of personality and behavioral factors. Journal of Hospitality & Tourism Research, 31(3), 358-386.
Woodside, R. A., & Lysonski, R. L. (1989). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of consumer research, 18, 84-91.
Schmoll, J. (1977). Perceived value of the purchase of a tourism product. Tourism management, 27(3), 394-409.
Moutinho, R. M. (1984). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58, 20-38.
Andergassen, R.; Candela, G. and Figini, P. (2013). An economic model for tourism destinations: product sophistication and price coordination. Tourism Management. 37, 86-98.
Westbrook, H., & Oliver, L. b. (1991). Soft modeling: the basic design and some extensions. Systems Under Indirect Observation, Part II, 36-37.
Um, S., Chon, K., & Ro, Y. (2006). Antecedents of revisit intention. Annals of Tourism Research, 33(4), 1141-1158.
Kotler, P. (2008). Marketing Management. (13th edition ed.). Upper Saddle River, NJ.: Prentice-Hall.
Choi, T. and Chu, R. (2001). Determining of hotel guests? satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management. 20, 277-97.
Baker, D. and Crompton, L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research. 27(3), 758-804.
Sanchez, D., Van Riel, A. C., Liljander, V., & Streukens, S. (2006). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality, 14(6), 446-456.
Gursoy, A., Kelly, J. A., & Johnson, M. D. (2004). Determining attribute importance in a service satisfaction model. Journal of Ser-vice Research, 7(2), 124-141.
Gounaris, M. Z., Homburg, C., Jensen, O., & Krohmer, H. (2003). Configurations of marketing and sales: a taxonomy. Journal of Marketing, 72(2), 133-154.
Jay, T. J., Hsin, G .A. (2007). Improving the Measurement of Service Quality. Journal of Retailing. 69(1), 127-139.
Jamal, J., & Anatassiadou, K. (2007). Linking perceived service quality and service loyalty: a multidimensional perspective. European Journal of Marketing. 33(11/12), 1082-1106.
Hossain, J. & Leo, A. (2008). Measuring service quality: a re-examination and extension. Journal of Marketing. 56 (3): 55-68.
Chen, C. H. and Lee, H. Y. (2008). Empirical analysis of the customer loyalty problem in the international logistics market. WSEAS Transaction on Business Economics. 4(5), 113-123
Akbar, M. M. and Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customer loyalty. ABAC Journal. 29(1), 24-38.
Downloads
Published
How to Cite
Issue
Section
License
Authors who submit papers with this journal agree to the following terms.
