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Baksi, Arup Kumar
- Linking Consumer Trust, Repatronization and Advocacy with Intervention of Perceived Service Recovery and Zone-Of-Tolerance
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1 Dept. of Management and Business Administration, Aliah University, Kolkata, West Bengal, IN
1 Dept. of Management and Business Administration, Aliah University, Kolkata, West Bengal, IN
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Asian Journal of Management, Vol 8, No 2 (2017), Pagination: 324-330Abstract
The purpose of this study was to investigate the moderating effects of perceived service recovery process and zone-of-tolerance on consumer trust and its subsequent impact on consumer advocacy and initiation of repatronization. The study was carried out in the banking sector in India with State Bank of India (SBI); the largest nationalized bank was taken as a case. Results indicated that moderate to high perceived service recovery, initiated by SBI in response to perceived first-time service failures, is associated with elevated level of consumer satisfaction at the post service-failure phase, positive customer advocacy and intent to repatronize. Zone-of-tolerance was also found to have mediating effects on the relationship between perceived service recovery, customer trust and repatronization.Keywords
Customer Trust, Advocacy, Repatronization, Service, Recovery, Bank, Relationship.
- Assessing the Impact of Perceived Destination-Based Service Quality on Tourist Satisfaction And Destination Loyalty Using TOURQUAL Protocol.
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Authors
Affiliations
1 Department of Business Administration, Camellia School of Business Administration, Madhyamgram, Kolkata, IN
2 Dept. of Management and Business Administration, Aliah, University, West Bengal, IN
1 Department of Business Administration, Camellia School of Business Administration, Madhyamgram, Kolkata, IN
2 Dept. of Management and Business Administration, Aliah, University, West Bengal, IN
Source
Asian Journal of Management, Vol 8, No 3 (2017), Pagination: 688-694Abstract
The literature on travel and tourism study divulge an abundance of studies on destination and tourist satisfaction. However, the impact of perceived destination-based service quality on tourist satisfaction and destination loyalty has not been thoroughly investigated, particularly considering the diverse and dynamic nature of destinations. The purpose of the study is to gain a deeper understanding of perceived destination-based service quality using a quantitative approach and to understand the impact of the same on tourist satisfaction and destination loyalty. The study hinges on the existing measurement model of service quality namely SERVQUAL. Further the TOURQUAL protocol developed by Mondo (2014) was used to identify the variables of perceived destinationbased service quality. In-depth interviews were conducted with destination travelers’ and others to identify the admissible dimensions of destination-based service quality which were subsequently tested for reliability and validity. A five dimensional model of perceived destination-based service quality was developed. The model was found to have predictive capability of tourist satisfaction and destination loyalty. The binary effect of the service quality model and tourist satisfaction confirmed prediction of destination loyalty on the factors of repeat visitation and advocacy. Based on the findings, specific recommendations have been made for tourism marketing organization.Keywords
Destination, Service Quality, Satisfaction, Loyalty.References
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