The Effects of Service Quality, Perceived Value and Customer Satisfaction on Behavioral Intentions
excellent article - lit review great - goes into the development of EDP, customer satisfaction, inferred and perceived disconfirmation, performance, perceived performance, service quality, perceived value, and how they are all linked together.
Pg34 has some great lines. Perceived value is conceptualised as a trade-off of perceived benefits relative to perceived sacrifices (monroe 1991). Perceived benefits seen as the "get" component and perceived sacrifices as the "give" component.
Chang and Wildt (1994) found that perceived value was a significant determinant of repurchase decisions.
Methods
Questionnaire given out at a chinese restaurant - 92 usuable responses
3 sections
1 - EDP composite - asking for perfoemance evaluation with expectations and then performance of each attribute.
2 - Overall quality, satisfaction, perceived value and behavioral intentions.
- satisfaction 4 items
- perceived value - 3 items
- behavioural intentions - 4 items
3 demographics
using SEM - structured equation modelling to see the links between EDP, satisfaction, perceived quality, intentions - LISREL 8
regressions looked at
(1) customer satisfaction on perceived value and service quality
(2) behavioural intentions on perceived value and service quality
(3) behavioural intentions on perceived value, service quality and customer satisfaction.
Study showed that satisfaction was a strong determinant of behavioral intentions.
Limitations - value only included monetary value - not time, effort etc.
could be limited to restaurants.
Tuesday, 6 November 2007
Imrie 2000
Customer Retention and Loyalty in the Independent Mid-Market Hotel Sector: A United Kingdom Perspective
More of a review of literature - takes idea used by Morgan and Dev in the States
looks at CONTEXT, CONTROL, and CUSTOMER
in terms of loyalty.
Context - the customer situation can change
Control - the firm variables - marketing mix - can change
Customer - demographics, background of the customer can change.
Not particularly relevant -
Find studies by Lewis and Pizam... look at how what a customer expects matches up with what the company is trying to deliver.
CONSISTANCY of PRODUCT QUALITY is a variable I can take from this study.
Bejou and Palmer - Service failure and loyalty - 1998
More of a review of literature - takes idea used by Morgan and Dev in the States
looks at CONTEXT, CONTROL, and CUSTOMER
in terms of loyalty.
Context - the customer situation can change
Control - the firm variables - marketing mix - can change
Customer - demographics, background of the customer can change.
Not particularly relevant -
Find studies by Lewis and Pizam... look at how what a customer expects matches up with what the company is trying to deliver.
CONSISTANCY of PRODUCT QUALITY is a variable I can take from this study.
Bejou and Palmer - Service failure and loyalty - 1998
Formica 2002
Segmentation of Travelers Based on Environmental Attitudes
Good piece - looks at segmentation using NEP (new environmental paradigm) -
large scale survey from 1992 - (80,000) people - little bit outdated
p41 goes through the methodological steps - factor analysis - K-mean cluster analysis
multiple discriminant analysis of 42 destination attributes
Tukeys multiple range test
ANOVA
Chi-Square
Breaks down into 4 types - limits of nature
Humans can manage nature
humans over nature
humans abuse and interfere with nature
Good piece - looks at segmentation using NEP (new environmental paradigm) -
large scale survey from 1992 - (80,000) people - little bit outdated
p41 goes through the methodological steps - factor analysis - K-mean cluster analysis
multiple discriminant analysis of 42 destination attributes
Tukeys multiple range test
ANOVA
Chi-Square
Breaks down into 4 types - limits of nature
Humans can manage nature
humans over nature
humans abuse and interfere with nature
Ekinci, Y. 2002
Segmenting Overseas British Holidaymakers by Personal Values
Interesting article - employs a modified LOV (List of Values) to segment 320 british holiday-makers - beach in turkey
A number of statistical methods are used (K-means square, chi-square, hierarchical/non-hierarchical...)
2 clusters are found - Relationship seekers and Agenda Achievers - Interestingly found that Relationship seekers perceived higher service quality and satisfaction, were more inclined to return and make recommendations to others.
Need to look into the LOV a bit more maybe.
Also mentioned other scales - RVS and VALS - Rokeach Value Survey - Value and Lifestyle-based segmentation.
Interesting article - employs a modified LOV (List of Values) to segment 320 british holiday-makers - beach in turkey
A number of statistical methods are used (K-means square, chi-square, hierarchical/non-hierarchical...)
2 clusters are found - Relationship seekers and Agenda Achievers - Interestingly found that Relationship seekers perceived higher service quality and satisfaction, were more inclined to return and make recommendations to others.
Need to look into the LOV a bit more maybe.
Also mentioned other scales - RVS and VALS - Rokeach Value Survey - Value and Lifestyle-based segmentation.
Sunday, 4 November 2007
Sunday 4th November
found the mintel reports.
All the reports - split by leisure, finance, retail, etc.
photocopied the ethical tourism - 2 main questions.
and the general one - about how people rate different things- boycotts etc.
generally every two years. the individual reports.
had a look at the co-op. they do have a consumer question about some 'ethical acts'
going to have a further read at the reports today.
All the reports - split by leisure, finance, retail, etc.
photocopied the ethical tourism - 2 main questions.
and the general one - about how people rate different things- boycotts etc.
generally every two years. the individual reports.
had a look at the co-op. they do have a consumer question about some 'ethical acts'
going to have a further read at the reports today.
Friday, 2 November 2007
Daily Plan
I think I have beating around the bush for way too long.
I need to decide what I am going to do each day and stick to it, or at least clarify what I have done. Too much mincing. my time is valuable now. I need to make the most of it.
Friday 2nd november - get involved in perceived value literature. try to get inside the literature and see where it can lead. speak to fernando again about this edgar wood lady's article. Visit leeds uni, look at their mintel stuff - do straight from the car. try to investigate co-op 1999 and 2004. methodologies???? - start a log of all articles in loyalty/ repeat purchase/ perceived value.
blog by COB
I need to decide what I am going to do each day and stick to it, or at least clarify what I have done. Too much mincing. my time is valuable now. I need to make the most of it.
Friday 2nd november - get involved in perceived value literature. try to get inside the literature and see where it can lead. speak to fernando again about this edgar wood lady's article. Visit leeds uni, look at their mintel stuff - do straight from the car. try to investigate co-op 1999 and 2004. methodologies???? - start a log of all articles in loyalty/ repeat purchase/ perceived value.
blog by COB
RTP session
Presented to a few from CCTC and ICRT
Bit of a strange presentation. I don't think I really followed it through properly. I didn't explain what I will look at at all really. It came across very confusing. very confusing.
but i got what I needed out of it.
same old question about the definition of RT came up - again I need to find a way of defining it.
the best thing i can think of is rewording the title to something like 'the role of responsible tourism policy in repeat purchase behaviour in the soft adventure market'
I still see no value in even having a working definition - i can use cape town if I want to, but where is the value?
Other ideas where regarding the open/closed nature of the questions I wanted to ask. I think was aiming for completely closed, maybe choices -- Correia suggested more opportnity for the consumer to voice their opinion.
Anna made a very good point - why make it so RT focussed? Why not just look at loyalty and if RT comes up...
I think that is fair, but I don't think the instrument was ever jsut going to look at RT. It has to look at Perceived value and then see if RT plays a role in this.
XF made the fair point - what other methodologies in this area have I looked at? Where am I pulling my method from? out of my arse it seems.
There must be literature about loyalty - about perceived value - about ranking priorities - where are these articles? GO GET THEM.
Methodologically I sucked. Good tho, because in a years time I'll fooking blow them away.
'All singing, all dancing instrument.' I'll show them it's possible.
Lu raised a good point about stand out RT things - orphanages for example - will they dominate? I think this goes back to Anna's point - this should not be an RT questionnaire.
If RT jumps out, then fair enough.
Bit of a strange presentation. I don't think I really followed it through properly. I didn't explain what I will look at at all really. It came across very confusing. very confusing.
but i got what I needed out of it.
same old question about the definition of RT came up - again I need to find a way of defining it.
the best thing i can think of is rewording the title to something like 'the role of responsible tourism policy in repeat purchase behaviour in the soft adventure market'
I still see no value in even having a working definition - i can use cape town if I want to, but where is the value?
Other ideas where regarding the open/closed nature of the questions I wanted to ask. I think was aiming for completely closed, maybe choices -- Correia suggested more opportnity for the consumer to voice their opinion.
Anna made a very good point - why make it so RT focussed? Why not just look at loyalty and if RT comes up...
I think that is fair, but I don't think the instrument was ever jsut going to look at RT. It has to look at Perceived value and then see if RT plays a role in this.
XF made the fair point - what other methodologies in this area have I looked at? Where am I pulling my method from? out of my arse it seems.
There must be literature about loyalty - about perceived value - about ranking priorities - where are these articles? GO GET THEM.
Methodologically I sucked. Good tho, because in a years time I'll fooking blow them away.
'All singing, all dancing instrument.' I'll show them it's possible.
Lu raised a good point about stand out RT things - orphanages for example - will they dominate? I think this goes back to Anna's point - this should not be an RT questionnaire.
If RT jumps out, then fair enough.
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