Tác động của sự hài lòng đến lòng trung thành của doanh nghiệp lữ hành gởi khách đối với doanh nghiệp lữ hành nhận khách tại Việt Nam
Nội dung chính của bài viết
Tóm tắt
Sự hài lòng thúc đẩy lòng trung thành của doanh nghiệp lữ hành gởi khách (Travel Agent) đối với doanh nghiệp lữ hành nhận khách (Tour Operator), nhóm tác giả đã khảo sát 253 doanh nghiệp lữ hành gởi khách tại Việt Nam và sử dụng phần mềm Smart-PLS để kiểm định các giả thuyết nghiên cứu và phân tích đa nhóm với 3 yếu tố: (1) Sự hài lòng của doanh nghiệp lữ hành gởi khách tác động tích cực đến lòng trung thành; (2) Tác động tích cực đến cam kết; (3) Cam kết có ảnh hưởng tích cực đến lòng trung thành của doanh nghiệp lữ hành gởi khách. Kết quả nghiên cứu giúp doanh nghiệp lữ hành nhận khách tại Việt Nam đạt được hiệu quả kinh doanh thông qua đại lý lữ hành là doanh nghiệp lữ hành gởi khách bao gồm: (1) Cung cấp sản phẩm có chất lượng; (2) Chất lượng dịch vụ; (3) Sự tương hỗ của các bên liên quan; (4) Nguồn nhân lực; (5) Mở rộng hệ thống đại lý nhằm nâng cao sự hài lòng, duy trì lòng trung thành của doanh nghiệp lữ hành gởi khách với doanh nghiệp lữ hành nhận khách.
Chi tiết bài viết
Tài liệu tham khảo
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Anderson, E. & Weitz, B. (1992). The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research, 29(1), 18-34.
Andreassen, T. W. & Lindestad, B. (1998). Customer loyalty and complex services. The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management, 9(1), 7-23.
Babin, B. J. & Mitch, G. (1998). The Nature of Satisfaction: An Updated Examination and Analysis Variance extracted. Journal of Business Research, 41(97), 127-136.
Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99-120.
Bolton, R. N., Smith, A.K. & Wagner, J. (2003). Striking the Right Balance: Designing Service to Enhance Business-to-Business Relationships. Journal of Service Research, 5(4), 271-291.
Bosse, D. A., Phillips, R. A., & Harrison, J.S. (2009). Stakeholders, Reciprocity, and Firm Performance. Strategic Management Journal, 30, 447–456.
Bowen, J. T. & Shoemaker, S. (2003). Loyalty: A strategic commitment. Cornell Hotel and Restaurant Administration Quarterly, 44(5,6), 31-46.
Briggs, E., Landry, T. D. & Daugherty, P. J. (2007). Patronage in continually delivered business service contexts. Journal of Business Research, 60(11), 1144-1151.
Buchanan II, B. (1974). Government Managers, Business Commitment Organizational. Public Administration Review, 34(4), 339-347.
Chetty, S., & Holm, D.B. (2000). Internationalisation of small to medium-sized manufacturing firms: a network approach. International Business Review, 9(1), 77-93.
Chumpitaz, R. Paparoidamis, N.G. (2007). Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty. European Journal of Marketing, 41(7,8), 836-867.
Coase, R. H. (1937). The nature of the firm. Economica, 4(16), 386-405.
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Crosby, L.A. & Taylor, J.R. (1983). Psychological commitment and its effects on post-decision evaluation and preference stability among voters. Journal of Consumer Research, 9(4), 413-431.
Debling, F. (1998). Mail myopia: or examining financial services marketing from a brand commitment perspective. Marketing Intelligence & Planning, 16(1), 38-46.
De Ruyter, K., Wetzels, M. & Bloemer, J. (1998). On the relationship between perceived service quality, service loyalty and switching costs. International Journal of Service Industry Management, 9(5), 436-453.
East, R. & Hammond, K. (1996). The Erosion of Repeat-Purchase Loyalty. Marketing Letters, 7(2), 163-171.
Farrell, D. & Rusbult, C. E. (1981). Exchange variables as predictors of job satisfaction, job commitment, and turnover: The impact of rewards, costs, alternatives, and investments. Organizational Behavior and Human Performance, 28(1), 78-95.
Freeman, R. E., Harrison, J. S., Wicks, A. C., Parmar, B. & de Colle, S. (2010). Stakeholder Theory: The State of the Art. Cambridge University Press.
Freeman, R. E., Harrison, J. S., Wicks, A. C., (2007). Managing for Stakeholders: Survival, Reputation, Success. Yale University Press, 2007. ISBN: 978-0300125283
Friedman, M. (1970). The social responsibility of business is to increase its profits. New York Times, 13, 122–126.
Fullerton, G. (2003). When Does Commitment Lead to Loyalty?. Journal of Service Research, 5(4), 333-344.
Ganesan, S. (1994). Determinants of Long-Term Orientation in Buyer-Seller Relationships. Journal of Marketing, 58(2), 1-19.
Geisser, S. (1974). A predictive approach to the random effects model. Biometrika, 61(1), 101–107.
Geyer, P.D., Dotson, M. & King, R.H. (1991). Predicting brand commitment: an empirical test of Rusbult’s investment model. The Mid-Atlantic Journal of Business, 27(2), 129-138.
Giese, J. L. & Cote, J. A (2000). Defining Consumer Satisfaction. Academy of Marketing Science Review, 2000(1), 1-22.
Goala, G. (2003). Proposition d’une conceptualisation et d’une mesure relationnelle de la fide´lite. Proceedings of the Congre`s de l’Association Franc¸aise du Marketing, Gammarth, Tunisie, 9-10 Mai 2003.
Gil-Saura, I., Frasquet-Deltoro, M. & Cervera-Taulet, A. (2009). The value of B2B relationships. Industrial Management & Data Systems, 109(5), 593-609.
Gounaris, S. (2005). Measuring service quality in b2b services: An evaluation of the SERVQUAL scale vis-à-vis the INDSERV scale. Journal of Services Marketing, 19(6), 421-435.
Gremler, D. D. & Brown, S. W. (1996). Service loyalty: Its Nature, Importance, and Implications. Advancing service quality: A global perspective, 5(1), 171-180.
Gurviez, P. (1999). La confiance comme variable explicative du comportement du consommateur: proposition et validation empirique d’un mode`le de la relation a` la marque inte´grant la confiance, in Usunier, J.-C. and Hetzel, P. (Eds). Proceedings of the Congre`s de l’Association Franc¸aise du Marketing, Universite´ Louis Pasteur, Strasbourg, 15, 301-326.
Gustafsson, A., Johnson, M. D. & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69(4), 210-218.
Hair, J. F. Jr., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A Primer on Partial Least Squares Structural Equation Modelling (PLS-SEM). Thousand Oaks, CA: Sage Publications.
Harrison, J. S., Phillips, R. A. (2010). Managing for Stakeholders, Stakeholder Utility Functions, and Competitive Advantage. Strategic Management Journal, 31(1), 58-74
Hennig, T. T. & Klee, A (1997). The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development. Psychology & Marketing, 14(8), 737–764.
Hennig, T. T., Kevin, P. G. & Dwayne, D. G. (2002). Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality. Journal of Service Research, 4(3) 230-247.
Homburg, C., Giering, A. & Menon, A. (2003). Relationship Characteristics as Moderators of the Satisfaction-Loyalty Link: Findings in a Business-to-Business Context. Journal of Business-to-Business Marketing, 10(3), 35-62.
Johanson, J., & Mattsson, L.G. (2015). Internationalisation in industrial systems – a network approach. in Holm, U., Forsgren, M. and Johanson, J. (Eds), Knowledge, Networks and Power: The Uppsala School of International Business, Palgrave Macmillan, Basingstoke, 111-132.
Jones, M. A. & Suh, J. (2000). Transaction-specific satisfaction and overall satisfaction: an empirical analysis. Journal of Services Marketing, 14(2), 147-159.
Johnson, M.D., Gustafsson, A., Andreassen, T.W., Lervik, L. & Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22(2), 217–245.
Kelley, S. W. & Davis, M. A. (1994). Antecedents to customer expectations for service recovery. Journal of the Academy of Marketing Science, 22(1), 52-61.
Konovsky, M. A. & Cropanzano, R. (1991). Perceived Fairness of Employee Drug Testing as a Predictor of Employee Attitudes and Job Performance. Journal of Applied Psychology, 76(5), 698-707.
Lam, S. Y., Shankar, V., Erramilli, M. K. & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293-311.
Lee, Y. W. & Bellman, S. (2008). An augmented model of customer loyalty for organizational purchasing of financial services. Journal of Business-to-Business Marketing, 15(3), 290-322.
Mathieu, J. E. & Zajac, D. M. (1990). A Review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment. Psychological Bulletin, 180(2), 171-194.
Milgrom, P. & Robert, J. (1992). Economics, organization, and management. Englewood Cliffs, NJ: Prentice-Hall.
Moliner, M, A., Sánchez, J., Rodríguez, R. M. & Callarisa, L. (2007). Perceived relationship quality and post-purchase perceived value: An integrative framework. European Journal of Marketing, 41(11-12), 1392-1422.
Moorman, C., Zaltman, G. & Deshpande, R. (1992). Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations. Journal of Marketing Research, 29(3), 314-327.
Morgan, R. M. & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58(3), 20-38.
Naumann, E., Haverila, M., Sajid Khan, M. & Williams, P. (2010). Understanding the causes of defection among satisfied B2B service customers. Journal of Marketing Management, 26(9,10), 878-900.
Oliver, R. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 480–486.
Oliver, R. (1999). Whence customer loyalty. Journal of Marketing, (63), 33-34.
Palmatier, R. W., Dant, R. P., Grewal, D. & Evans, K. R. (2006). Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis. For Journal of Marketing, 1-39.
Patterson, P. G. & Spreng, R. (1997). An Empirical Examination of the Relationship Betwen Performance, Value, Satisfaction and Repurchase Intentions in a Professional, Busines-to-Business Services Context. International Journal of Service Industry Management, (5), 414-434.
Peng, M.W. (2001). The resource-based view and international business. Journal of Management, 27(6), 803-829.
Peteraf, M. A. (1993). The cornerstones of competitive advantage: A resource-based view. Strategic Management Journal, 14(3), 179-191.
Phillips, R. A. (2003). Stakeholder Theory and Organizational Ethics. Published by Berrett-Koehler Publishers
Ping, Jr. & Robert, A. (1993). The Effects of Satisfaction and Structural Constraints on Retailer Exciting, Voice, Loyality, Opportunism, and Neglect. Journal of Retailing, 69(3), 320-352.
Porter, L. W (1972). Organizational commitment and manageri- al turnover: a longitudinal study. Distributed by: national technical informatiop service u. s. departmeni of commerce 5285.
Rauyruen, P. & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60(1), 21-31.
Richard, J. E. & Zhang, A (2012). Corporate image, loyalty, and commitment in the consumer travel industry. Journal of Marketing Management, 28(5,6), 568-593.
Richins, M. L. & Bloch, P. H. (1991). Post-purchase product satisfaction: Incorporating the effects of involvement and time. Journal of Business Research, 23(2), 145-158.
Ringham, L. A., Johnson, L. W., & Morton, C. P. (1994). Customer satisfaction and loyalty for a continuous consumer service. Australasian Journal of Market Research, 2(2), 43-48.
Sachs, S. & Ruhli, E. (2011). Stakeholders Matter A New Paradigm for Strategy in Society. Cambridge University Press.
Sari, D. (2011). Internationalization of manufacturing SMEs: The case of Indonesia International Council for Small business (ICSB). Symposium conducted at the meeting of the International Council for Small Business (ICSB) World Conference Washington.
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