Open AccessRevisiting the quality-value-satisfaction-loyalty chain for corporate customers in the travel agency sector
Author(s) -
J Granados,
Leonor M. Pérez Naranjo,
José Antonio Pedraza-Rodríguez,
Martina G. Gallarza
Publication year - 2021
Publication title -
european journal of tourism research
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.467
H-Index - 16
eISSN - 1314-0817
pISSN - 1994-7658
DOI - 10.54055/ejtr.v27i.1921
Subject(s) - business , marketing , customer satisfaction , loyalty business model , service quality , loyalty , customer retention , tourism , context (archaeology) , customer advocacy , customer delight , advertising , service (business) , paleontology , political science , law , biology
Most traditional travel agencies offer their services to corporate clients, although literature focuses on end customers. This paper addresses this research gap, but also aims at bridging the gap between B2C and B2B literature. Specifically, the authors revisit the Quality-Value-Satisfaction-Loyalty chain, a well-established postulate from the B2C literature in tourism, but adding Trust and Commitment as mediating variables between Satisfaction and Loyalty to adapt the chain to the B2B context. Using PLS-SEM, the analysis of data confirmed the Service Quality - Customer Value - Customer Satisfaction - Trust/Commitment - Customer Loyalty chain for corporate customers.