Ảnh hưởng của giá trị cảm nhận lên sự hài lòng và ý định quay lại của du khách: Trường hợp nghiên cứu tại chợ đêm Đà Lạt
Nội dung chính của bài viết
Tóm tắt
Nghiên cứu này nhằm xem xét sự ảnh hưởng của các yếu tố thuộc giá trị cảm nhận đến sự hài lòng và ý định quay lại trong tương lai của khách du lịch. Thông qua việc khảo sát 192 du khách và sử dụng mô hình cấu trúc tuyến tính nhằm kiểm định các giả thuyết, kết quả nghiên cứu cho thấy, đối với các điểm tham quan mua sắm, giá trị chất lượng và giá trị cảm xúc được du khách ưu tiên hàng đầu, có tác động mạnh mẽ lên cả sự hài lòng và ý định hành vi, trong đó giá trị chất lượng có sự tác động mạnh mẽ nhất thay vì giá trị cảm xúc như những nghiên cứu trước đây trong lĩnh vực du lịch. Đồng thời, giá trị chất lượng và giá trị cảm xúc ảnh hưởng đến ý định quay lại mạnh hơn so với sự hài lòng. Các phát hiện của nghiên cứu này khẳng định mối quan hệ giữa giá trị cảm nhận, sự hài lòng và ý định quay lại đối với lĩnh vự tham quan mua sắm, đồng thời làm cơ sở quan trọng giúp cho các cơ quan quản lý du lịch và các tổ chức, cá nhân đang kinh doanh tại khu vực này đưa ra các giải pháp kinh doanh hiệu quả.
Chi tiết bài viết
Từ khóa
Giá trị cảm nhận, Sự hài lòng, Ý định hành vi
Tài liệu tham khảo
Abbasi, G., Su-Yee, S., & Goh, Y. N. (2020). An integrative approach for determining consumers mobile advertising related attitudes and intentions. International Journal of Interactive Mobile Technologies (iJIM), 14(15), 95-110. https://doi. org/10.3991/ijim.v14i15.14955
An, S., Suh, J., & Eck, T. (2019). Examining structural relationships among service quality, perceived value, satisfaction and revisit intention for Airbnb guests. International Journal of Tourism Sciences, 19(4):1-21. https://doi. org/10.1080/15980634.2019.1663980
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53–66. https://doi.org/10.2307/1252310
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179-211. https://doi. org/10.1016/0749-5978(91)90020-T
Angelakis, G., Vecchio, Y., Lemonakis, C., Atsalakis, G., Zopounidis, C., & Mattas, K. (2023). Exploring the behavioral intentions of food tourists who visit crete. Sustainability, 15(11), 8961. https://doi. org/10.3390/su15118961
Armbrecht, J. (2021). Event quality, perceived value, satisfaction and behavioural intentions in an event context. Scandinavian Journal of Hospitality and Tourism, 21(2), 169-191. https://doi. org/10.1080/15022250.2021.1877191
Bajs, P. I., (2015). Tourist Perceived Value, Relationship to Satisfaction, and Behavioral Intentions: The Example of the Croatian Tourist Destination Dubrovnik. Journal of Travel Research, 54(1) 122–134. https://doi.org/10.1177/00472875135131
Bansal, H., & Eiselt, H.A. (2004). Exploratory study of tourism motivation and planning. Tourism Management, 25, 387-396. https://doi.org/10.1016/S0261-5177(03)00135-3
Ban cán sự Đảng UBND tỉnh (2020). Báo cáo sơ kết 05 năm thực hiện Nghị quyết số 07-NQ/TU ngày 16/11/2016 của Tỉnh ủy Lâm Đồng “Về phát triền du lịch chất lượng cao giai đoạn 2016-2020, định hướng đến năm 2025 trên địa bàn tỉnh Lâm Đồng”. https://www.lamdong.dcs.vn/van-ban/type/detail/id/33727/task/183
Barlow, J., & Maul, D. (2000). Emotional value: Create a strong bond with your customers. San Francisco: Berrett-Koehler Publishing
Baumgartner, H., & Homburg, C. (1996). Applications of structural equation modeling in marketing and consumer research: A review. International Journal of Research in Marketing, 13, 139-161. https://doi.org/10.1016/0167-8116(95)00038-0
Breiby, M.A. & Slåtten, T. (2018). The role of aesthetic experiential qualities for tourist satisfaction and loyalty. International Journal of Culture, Tourism and Hospitality Research, 12(2), 1-14. https://doi. org/10.1108/IJCTHR-07-2017-0082
Carvache-Franco, M., Alvarez-Risco, A., Carvache-Franco, O., Carvache-Franco, W., Estrada-Merino, A., & Villalobos-Alvarez, D. (2021). Perceived value and its influence on satisfaction and loyalty in a coastal city: a study from Lima, Peru. Journal of Policy Research in Tourism, Leisure and Events, 14(2), 115-130. https://doi. org/10.1080/19407963.2021.1883634
Carvache-Franco, M., Víquez-Paniagua, A. G., Carvache-Franco, W., Pérez-Orozco, A., & Carvache-Franco, O. (2022). Perceived value in sustainable coastal and marine destinations: a study of Jacó in Costa Rica. Sustainability, 14(14), 8569. https://doi.org/10.3390/su14148569
Carlson, J., Rosenberger P. J., & Rahman, M. M. (2016). A hierarchical model of perceived value of group-oriented travel experiences to major events and its influences on satisfaction and future group-travel intentions. Journal of Travel & Tourism Marketing, 33(9), 1251–1267. https://doi. org/10.1080/10548408.2015.1117407
Chen, J. S., & Gursoy, D. (2001). An investigation of tourists’ destination loyalty and preferences. International Journal of Contemporary Hospitality Management, 13(2), 79-85. https://doi.org/10.1108/09596110110381870
Chen, Z., & Dubinsky, A. J. (2003). A conceptual model of perceived customer value in e‐commerce: A preliminary investigation. Psychology & Marketing, 20(4), 323-347. https://doi.org/10.1002/mar.10076
Chiu, Y. T. H., Lee, W. I., & Chen, T. H. (2014). Environmentally responsible behavior in ecotourism: Exploring the role of destination image and value perception. Asia pacific journal of tourism Research, 19(8), 876-889. https://doi. org/10.1080/10941665.2013.818048
Choi, M., Law, R., & Heo, C. Y. (2018). An investigation of the perceived value of shopping tourism. Journal of travel Research, 57(7), 962-980. https://doi.org/10.1177/00472875177261
Conti, S., Dias, A., Pereira, L. (2023). Perceived City Sustainability and Tourist Behavioural Intentions. Smart Cities, 6(2), 692-708. https://doi.org/10.3390/smartcities6020033
Cronin, J. J., Jr., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. https://doi.org/10.1016/S0022-4359(00)00028-2
Gallarza, M. G., & Gil-Saura, I. (2006). Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students’ travel behaviour. Tourism Management, 27(3), 437–452. https://doi.org/10.1016/j.tourman.2004.12.002
Gallarza, M. G., Arteaga, F., & Gil-Saura, I. (2019). Customer value in tourism and hospitality: Broadening dimensions and stretching the value-satisfaction-loyalty chain. Tourism Management Perspectives, 31, 254–268. https://doi.org/10.1016/j.tmp.2019.05.011
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. https://doi.org/10.1037/0033-2909.103.3.411
Eid, R., & El-Gohary, H. (2014). Testing and validating customer relationship management implementation constructs in Egyptian tourism organizations. Journal of Travel & Tourism Marketing, 31(3), 344-365. https://doi.org/10.1080/10548408.2014.883348
Hair, J., R. Anderson, R. Tatham, & W. Black (1998). Multivariable Data Analysis (5th ed). Upper Saddle River, Prentice Hall.
Hair, J, F., Black, W. C., Babin, B.J., & Anderson, R.E. (2019). Multivariate Data Analysis (9th Ed). Andover, Hampshire: Cengage Learning EMEA.
Han, H., & Back, K. J. (2008). Relationships among image congruence, consumption emotions, and customer loyalty in the lodging industry. Journal of Hospitality & Tourism Research, 32(4), 467-490. https://doi.org/10.1177/1096348008321666
Han, H., Kim, W., & Hyun, S. S. (2011). Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry. International Journal of Hospitality Management, 30(3), 619-629. https://doi.org/10.1016/j.ijhm.2010.11.006
Hasan, M. K., Ismail, A. R., & Islam, M. F. (2017). Tourist risk perceptions and revisit intention: A critical review of literature. Cogent Business & Management, 4(1), 1412874. https://doi.org/10.1080/23311975.2017.1412874
Jamal, S.A., Othman, N.A., & Muhammad, N. (2011). Tourist perceived value in a community based homestay visit: An investigation into the functional and experiential aspect of value. Journal of Vacation Marketing, 17(1), 5-15. https://doi.org/10.1177%2F1356766710391130
Jin, N., Lee, S., & Lee, H. (2015). The effect of experience quality on perceived value, satisfaction, image and behavioral intention of water park patrons: New versus repeat visitors. International Journal of Tourism Research, 17(1), 82-95. https://doi.org/10.1002/jtr.1968
Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88-99. https://www.van-haaften.nl/images/documents/pdf/Why%20satisfied%20customers%20defect.pdf
Kashyap, R., & Bojanic, D. C. (2000). A structural analysis of value, quality, and price perceptions of business and leisure travelers. Journal of Travel Research, 39(1), 45-51. https://doi.org/10.1177/00472875000390010
Kim, M., & Thapa, B. (2018). Perceived value and flow experience: Application in a nature-based tourism context. Journal of Destination Marketing & Management, 8, 373-384. https://doi.org/10.1016/j.jdmm.2017.08.002
Kotler, P. (2001). Marketing management. Prentice Hall
Kuo, N. T., Chang, K. C., Cheng, Y. S., & Lai, C. H. (2013). How service quality affects customer loyalty in the travel agency: The effects of customer satisfaction, service recovery, and perceived value. Asia Pacific Journal of Tourism Research, 18(7), 803-822. https://doi.org/10.1080/10941665.2012.708352
Kurtz, D.L. & Clow, K.E. (1998). Service Marketing. John Wiley & Sons
Kwun, J. W., & Oh, H. (2004). Effects of brand, price, and risk on customers' value perceptions and behavioral intentions in the restaurant industry. Journal of Hospitality and Leisure Marketing, 11(1), 31-49. https://doi.org/10.1300/J150v11n01_03
Lapierre, J. (2000). Customer‐perceived value in industrial contexts. Journal of Business & Industrial Marketing, 15(2/3), 122-145. https://doi.org/10.1108/08858620010316831
Lee, S. Y., Petrick, J. F., & Crompton, J. (2007). The roles of quality and intermediary constructs in determining festival attendees’ behavioral intention. Journal of Travel Research, 45(4), 402–412. https://doi.org/10.1177/0047287507299566
Lee, C. K., Bendle, L. J., Yoon, Y. S., & Kim, M. J. (2012). Thanatourism or peace tourism: Perceived value at a North Korean resort from an indigenous perspective. International Journal of Tourism Research, 14(1), 71-90. https://doi.org/10.1002/jtr.836
Li, Z., Ryan, J. K., & Sun, D. (2017). Selling through outlets: The impact of quality, product development risk, and market awareness. International Journal of Production Economics, 186, 71-80. https://doi.org/10.1016/j.ijpe.2017.02.001
Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of Retailing, 77(1), 39-56. https://doi.org/10.1016/S0022-4359(00)00045-2
McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing, 14(5), 392-410. https://doi.org/10.1108/08876040010340937
McKercher, B., & Denizci Guillet, B. (2011). Are tourists or market destinations loyal? Journal of Travel Research, 50(2), 121-132. https://doi.org/10.1177/0047287510362779
Meeprom, S., & Silanoi, T. (2020). Investigating the perceived quality of a special event and its influence on perceived value and behavioural intentions in a special event in Thailand. International Journal of Event and Festival Management, 11(3), 337–355. https://doi.org/10. 1108/IJEFM-09-2019-0043
Nguyễn Thị Hoa và Nguyễn Thị Hằng (2017). Nghiên cứu tác động của giá trị cảm nhận lên dự định quay lại điểm đến du lịch măng đen của du khách. Tạp chí Khoa học và Công nghệ đại học Đà Nẵng, 2(111), 21-26.
Thảo, N. T. P. (2019). Ứng dụng chỉ số hài lòng khách hàng Hoa Kỳ tại Việt Nam–Một nghiên cứu trong lĩnh vực dịch vụ viễn thông di động. Tạp chí nghiên cứu Kinh tế và Kinh doanh Châu Á, 30(12), 36-54.
Oh, H. (1999). Service Quality Customer Satisfaction and Customer Value: A Holistic Perspective. Hospitality Management, 18(1), 67-82. doi.org/10.1016/s0278-4319(98)00047-4
Oh, H. (2003). Price fairness and its asymmetric effects on overall price, quality, and value judgments: The case of an upscale hotel. Tourism Management, 24(4), 387-99. https://doi.org/10.1016/S0261-5177(02)00109-7.
Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: a research agenda. Journal of the academy of marketing science, 28(1), 168-174. https://doi.org/10.1177/009207030028101.
Petrick, J. F. (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 34(2), 119-134. https://doi.org/10.1080/00222216.2002.11949965
Petrick, J. F. (2004). The roles of quality, value, and satisfaction in predicting cruise passengers’ behavioral intentions. Journal of Travel Research, 42(4), 397-407. https://doi.org/10.1177/0047287504263037
Petrick, J. F., Morais, D. D., & Norman, W. C. (2001). An examination of the determinants of entertainment vacationers’ intentions to revisit. Journal of travel research, 40(1), 41-48. https://doi.org/10.1177/004728750104000106
Regalado-Pezúa, O., Carvache-Franco, M., Carvache-Franco, O., & Carvache-Franco, W. (2023). Perceived value and its relationship to satisfaction and loyalty in cultural coastal destinations: A study in Huanchaco, Peru. PLoS ONE, 18(8), e0286923. https://doi.org/10.1371/journal.pone.0286923
Roos, I., (1999). Switching processes in customer relationships. Journal of Service Research, 2(1), 68–85. https://doi.org/10.1177/109467059921006
Roostika, R., (2012). Perceived Value Dimensions of Shopping Tourism. Management and Bisnis, 11(1), 1-15. https://doi.org/10.24123/jmb.v11i1.204
Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2001). Driving customer equity: Linking customer lifetime value to strategic marketing decisions (Vol. 108). Cambridge, MA: Marketing Science Institute. https://thearf-org-unified-admin.s3.amazonaws.com/MSI/2020/06/MSI_Report_01-108.pdf
Sánchez, J., Callarisa, L., Rodriguez, R. M., & Moliner, M. A. (2006). The perceived value of the purchase of a tourism product. Tourism Management, 27(3), 394-409. https://doi.org/10.1016/j.tourman.2004.11.007
Shergill, G. S., & Sun, W. (2004). Tourists' perceptions towards hotel services in New Zealand. International Journal of Hospitality & Tourism Administration, 5(4), 1-29. https://doi.org/10.1300/J149v05n04_01
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of Business Research, 22(2), 159-170. https://doi.org/10.1016/0148-2963(91)90050-8
Su, L., Lai, Z., Huang, Y. (2023). How do Tourism Souvenir Purchasing Channels Impact Tourists’ Intention to Purchase? The Moderating Role of Souvenir Authenticity. Journal of Travel Research, 1-22. https://doi.org/10.1177/00472875231195062
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220. http://dx.doi.org/10.1016/S0022-4359(01)00041-0.
Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1999). The role of perceived risk in the quality-value relationship: A study in a retail environment. Journal of Retailing, 75(1), 77-105. https://doi.org/10.1016/S0022-4359(99)80005-0
Tosun, C., Dedeoğlu, B. B., & Fyall, A. (2015). Destination service quality, affective image and revisit intention: The moderating role of past experience. Journal of Destination Marketing and Management, 4(4), 222-234. https://doi.org/10.1016/j.jdmm.2015.08.002
Um, J., & Yoon, S. (2021). Evaluating the relationship between perceived value regarding tourism gentrification experience, attitude, and responsible tourism intention. Journal of Tourism and Cultural Change, 19(3), 345-361. https://doi.org/10.1080/14766825.2019.1707217
Williams, P., & Soutar, G. N. (2009). Value, satisfaction and behavioral intentions in an adventure tourism context. Annals of Tourism Research, 36(3), 413-438. https://doi.org/10.1016/j.annals.2009.02.002
Wu, J., Zhang, L., Lu, C., Zhang, L., Zhang, Y., & Cai, Q. (2022). Exploring tourists’ intentions to purchase homogenous souvenirs. Sustainability, 14(3), 1440. https:// doi.org/10.3390/su14031440
Shen, Y. S. (2016). Perceived value in tourism experience. Travel and Tourism Research Association: Advancing Tourism Research Globally. https://www.researchgate.net/publication/341280561
Yu, Y., Lang, M., Zhao, Y., Liu, W., & Hu, B. (2023). Tourist perceived value, tourist satisfaction, and life satisfaction: Evidence from Chinese Buddhist temple tours. Journal of Hospitality & Tourism Research, 47(1), 133-152. https://doi.org/10.1177/10963480211015338
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22. https://doi.org/10.1177/002224298805200302
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating customer focus across the firm. 3rd Edition, Irwin McGraw-Hill, New York.
An, S., Suh, J., & Eck, T. (2019). Examining structural relationships among service quality, perceived value, satisfaction and revisit intention for Airbnb guests. International Journal of Tourism Sciences, 19(4):1-21. https://doi. org/10.1080/15980634.2019.1663980
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53–66. https://doi.org/10.2307/1252310
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179-211. https://doi. org/10.1016/0749-5978(91)90020-T
Angelakis, G., Vecchio, Y., Lemonakis, C., Atsalakis, G., Zopounidis, C., & Mattas, K. (2023). Exploring the behavioral intentions of food tourists who visit crete. Sustainability, 15(11), 8961. https://doi. org/10.3390/su15118961
Armbrecht, J. (2021). Event quality, perceived value, satisfaction and behavioural intentions in an event context. Scandinavian Journal of Hospitality and Tourism, 21(2), 169-191. https://doi. org/10.1080/15022250.2021.1877191
Bajs, P. I., (2015). Tourist Perceived Value, Relationship to Satisfaction, and Behavioral Intentions: The Example of the Croatian Tourist Destination Dubrovnik. Journal of Travel Research, 54(1) 122–134. https://doi.org/10.1177/00472875135131
Bansal, H., & Eiselt, H.A. (2004). Exploratory study of tourism motivation and planning. Tourism Management, 25, 387-396. https://doi.org/10.1016/S0261-5177(03)00135-3
Ban cán sự Đảng UBND tỉnh (2020). Báo cáo sơ kết 05 năm thực hiện Nghị quyết số 07-NQ/TU ngày 16/11/2016 của Tỉnh ủy Lâm Đồng “Về phát triền du lịch chất lượng cao giai đoạn 2016-2020, định hướng đến năm 2025 trên địa bàn tỉnh Lâm Đồng”. https://www.lamdong.dcs.vn/van-ban/type/detail/id/33727/task/183
Barlow, J., & Maul, D. (2000). Emotional value: Create a strong bond with your customers. San Francisco: Berrett-Koehler Publishing
Baumgartner, H., & Homburg, C. (1996). Applications of structural equation modeling in marketing and consumer research: A review. International Journal of Research in Marketing, 13, 139-161. https://doi.org/10.1016/0167-8116(95)00038-0
Breiby, M.A. & Slåtten, T. (2018). The role of aesthetic experiential qualities for tourist satisfaction and loyalty. International Journal of Culture, Tourism and Hospitality Research, 12(2), 1-14. https://doi. org/10.1108/IJCTHR-07-2017-0082
Carvache-Franco, M., Alvarez-Risco, A., Carvache-Franco, O., Carvache-Franco, W., Estrada-Merino, A., & Villalobos-Alvarez, D. (2021). Perceived value and its influence on satisfaction and loyalty in a coastal city: a study from Lima, Peru. Journal of Policy Research in Tourism, Leisure and Events, 14(2), 115-130. https://doi. org/10.1080/19407963.2021.1883634
Carvache-Franco, M., Víquez-Paniagua, A. G., Carvache-Franco, W., Pérez-Orozco, A., & Carvache-Franco, O. (2022). Perceived value in sustainable coastal and marine destinations: a study of Jacó in Costa Rica. Sustainability, 14(14), 8569. https://doi.org/10.3390/su14148569
Carlson, J., Rosenberger P. J., & Rahman, M. M. (2016). A hierarchical model of perceived value of group-oriented travel experiences to major events and its influences on satisfaction and future group-travel intentions. Journal of Travel & Tourism Marketing, 33(9), 1251–1267. https://doi. org/10.1080/10548408.2015.1117407
Chen, J. S., & Gursoy, D. (2001). An investigation of tourists’ destination loyalty and preferences. International Journal of Contemporary Hospitality Management, 13(2), 79-85. https://doi.org/10.1108/09596110110381870
Chen, Z., & Dubinsky, A. J. (2003). A conceptual model of perceived customer value in e‐commerce: A preliminary investigation. Psychology & Marketing, 20(4), 323-347. https://doi.org/10.1002/mar.10076
Chiu, Y. T. H., Lee, W. I., & Chen, T. H. (2014). Environmentally responsible behavior in ecotourism: Exploring the role of destination image and value perception. Asia pacific journal of tourism Research, 19(8), 876-889. https://doi. org/10.1080/10941665.2013.818048
Choi, M., Law, R., & Heo, C. Y. (2018). An investigation of the perceived value of shopping tourism. Journal of travel Research, 57(7), 962-980. https://doi.org/10.1177/00472875177261
Conti, S., Dias, A., Pereira, L. (2023). Perceived City Sustainability and Tourist Behavioural Intentions. Smart Cities, 6(2), 692-708. https://doi.org/10.3390/smartcities6020033
Cronin, J. J., Jr., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. https://doi.org/10.1016/S0022-4359(00)00028-2
Gallarza, M. G., & Gil-Saura, I. (2006). Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students’ travel behaviour. Tourism Management, 27(3), 437–452. https://doi.org/10.1016/j.tourman.2004.12.002
Gallarza, M. G., Arteaga, F., & Gil-Saura, I. (2019). Customer value in tourism and hospitality: Broadening dimensions and stretching the value-satisfaction-loyalty chain. Tourism Management Perspectives, 31, 254–268. https://doi.org/10.1016/j.tmp.2019.05.011
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. https://doi.org/10.1037/0033-2909.103.3.411
Eid, R., & El-Gohary, H. (2014). Testing and validating customer relationship management implementation constructs in Egyptian tourism organizations. Journal of Travel & Tourism Marketing, 31(3), 344-365. https://doi.org/10.1080/10548408.2014.883348
Hair, J., R. Anderson, R. Tatham, & W. Black (1998). Multivariable Data Analysis (5th ed). Upper Saddle River, Prentice Hall.
Hair, J, F., Black, W. C., Babin, B.J., & Anderson, R.E. (2019). Multivariate Data Analysis (9th Ed). Andover, Hampshire: Cengage Learning EMEA.
Han, H., & Back, K. J. (2008). Relationships among image congruence, consumption emotions, and customer loyalty in the lodging industry. Journal of Hospitality & Tourism Research, 32(4), 467-490. https://doi.org/10.1177/1096348008321666
Han, H., Kim, W., & Hyun, S. S. (2011). Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry. International Journal of Hospitality Management, 30(3), 619-629. https://doi.org/10.1016/j.ijhm.2010.11.006
Hasan, M. K., Ismail, A. R., & Islam, M. F. (2017). Tourist risk perceptions and revisit intention: A critical review of literature. Cogent Business & Management, 4(1), 1412874. https://doi.org/10.1080/23311975.2017.1412874
Jamal, S.A., Othman, N.A., & Muhammad, N. (2011). Tourist perceived value in a community based homestay visit: An investigation into the functional and experiential aspect of value. Journal of Vacation Marketing, 17(1), 5-15. https://doi.org/10.1177%2F1356766710391130
Jin, N., Lee, S., & Lee, H. (2015). The effect of experience quality on perceived value, satisfaction, image and behavioral intention of water park patrons: New versus repeat visitors. International Journal of Tourism Research, 17(1), 82-95. https://doi.org/10.1002/jtr.1968
Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88-99. https://www.van-haaften.nl/images/documents/pdf/Why%20satisfied%20customers%20defect.pdf
Kashyap, R., & Bojanic, D. C. (2000). A structural analysis of value, quality, and price perceptions of business and leisure travelers. Journal of Travel Research, 39(1), 45-51. https://doi.org/10.1177/00472875000390010
Kim, M., & Thapa, B. (2018). Perceived value and flow experience: Application in a nature-based tourism context. Journal of Destination Marketing & Management, 8, 373-384. https://doi.org/10.1016/j.jdmm.2017.08.002
Kotler, P. (2001). Marketing management. Prentice Hall
Kuo, N. T., Chang, K. C., Cheng, Y. S., & Lai, C. H. (2013). How service quality affects customer loyalty in the travel agency: The effects of customer satisfaction, service recovery, and perceived value. Asia Pacific Journal of Tourism Research, 18(7), 803-822. https://doi.org/10.1080/10941665.2012.708352
Kurtz, D.L. & Clow, K.E. (1998). Service Marketing. John Wiley & Sons
Kwun, J. W., & Oh, H. (2004). Effects of brand, price, and risk on customers' value perceptions and behavioral intentions in the restaurant industry. Journal of Hospitality and Leisure Marketing, 11(1), 31-49. https://doi.org/10.1300/J150v11n01_03
Lapierre, J. (2000). Customer‐perceived value in industrial contexts. Journal of Business & Industrial Marketing, 15(2/3), 122-145. https://doi.org/10.1108/08858620010316831
Lee, S. Y., Petrick, J. F., & Crompton, J. (2007). The roles of quality and intermediary constructs in determining festival attendees’ behavioral intention. Journal of Travel Research, 45(4), 402–412. https://doi.org/10.1177/0047287507299566
Lee, C. K., Bendle, L. J., Yoon, Y. S., & Kim, M. J. (2012). Thanatourism or peace tourism: Perceived value at a North Korean resort from an indigenous perspective. International Journal of Tourism Research, 14(1), 71-90. https://doi.org/10.1002/jtr.836
Li, Z., Ryan, J. K., & Sun, D. (2017). Selling through outlets: The impact of quality, product development risk, and market awareness. International Journal of Production Economics, 186, 71-80. https://doi.org/10.1016/j.ijpe.2017.02.001
Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of Retailing, 77(1), 39-56. https://doi.org/10.1016/S0022-4359(00)00045-2
McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing, 14(5), 392-410. https://doi.org/10.1108/08876040010340937
McKercher, B., & Denizci Guillet, B. (2011). Are tourists or market destinations loyal? Journal of Travel Research, 50(2), 121-132. https://doi.org/10.1177/0047287510362779
Meeprom, S., & Silanoi, T. (2020). Investigating the perceived quality of a special event and its influence on perceived value and behavioural intentions in a special event in Thailand. International Journal of Event and Festival Management, 11(3), 337–355. https://doi.org/10. 1108/IJEFM-09-2019-0043
Nguyễn Thị Hoa và Nguyễn Thị Hằng (2017). Nghiên cứu tác động của giá trị cảm nhận lên dự định quay lại điểm đến du lịch măng đen của du khách. Tạp chí Khoa học và Công nghệ đại học Đà Nẵng, 2(111), 21-26.
Thảo, N. T. P. (2019). Ứng dụng chỉ số hài lòng khách hàng Hoa Kỳ tại Việt Nam–Một nghiên cứu trong lĩnh vực dịch vụ viễn thông di động. Tạp chí nghiên cứu Kinh tế và Kinh doanh Châu Á, 30(12), 36-54.
Oh, H. (1999). Service Quality Customer Satisfaction and Customer Value: A Holistic Perspective. Hospitality Management, 18(1), 67-82. doi.org/10.1016/s0278-4319(98)00047-4
Oh, H. (2003). Price fairness and its asymmetric effects on overall price, quality, and value judgments: The case of an upscale hotel. Tourism Management, 24(4), 387-99. https://doi.org/10.1016/S0261-5177(02)00109-7.
Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: a research agenda. Journal of the academy of marketing science, 28(1), 168-174. https://doi.org/10.1177/009207030028101.
Petrick, J. F. (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 34(2), 119-134. https://doi.org/10.1080/00222216.2002.11949965
Petrick, J. F. (2004). The roles of quality, value, and satisfaction in predicting cruise passengers’ behavioral intentions. Journal of Travel Research, 42(4), 397-407. https://doi.org/10.1177/0047287504263037
Petrick, J. F., Morais, D. D., & Norman, W. C. (2001). An examination of the determinants of entertainment vacationers’ intentions to revisit. Journal of travel research, 40(1), 41-48. https://doi.org/10.1177/004728750104000106
Regalado-Pezúa, O., Carvache-Franco, M., Carvache-Franco, O., & Carvache-Franco, W. (2023). Perceived value and its relationship to satisfaction and loyalty in cultural coastal destinations: A study in Huanchaco, Peru. PLoS ONE, 18(8), e0286923. https://doi.org/10.1371/journal.pone.0286923
Roos, I., (1999). Switching processes in customer relationships. Journal of Service Research, 2(1), 68–85. https://doi.org/10.1177/109467059921006
Roostika, R., (2012). Perceived Value Dimensions of Shopping Tourism. Management and Bisnis, 11(1), 1-15. https://doi.org/10.24123/jmb.v11i1.204
Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2001). Driving customer equity: Linking customer lifetime value to strategic marketing decisions (Vol. 108). Cambridge, MA: Marketing Science Institute. https://thearf-org-unified-admin.s3.amazonaws.com/MSI/2020/06/MSI_Report_01-108.pdf
Sánchez, J., Callarisa, L., Rodriguez, R. M., & Moliner, M. A. (2006). The perceived value of the purchase of a tourism product. Tourism Management, 27(3), 394-409. https://doi.org/10.1016/j.tourman.2004.11.007
Shergill, G. S., & Sun, W. (2004). Tourists' perceptions towards hotel services in New Zealand. International Journal of Hospitality & Tourism Administration, 5(4), 1-29. https://doi.org/10.1300/J149v05n04_01
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of Business Research, 22(2), 159-170. https://doi.org/10.1016/0148-2963(91)90050-8
Su, L., Lai, Z., Huang, Y. (2023). How do Tourism Souvenir Purchasing Channels Impact Tourists’ Intention to Purchase? The Moderating Role of Souvenir Authenticity. Journal of Travel Research, 1-22. https://doi.org/10.1177/00472875231195062
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220. http://dx.doi.org/10.1016/S0022-4359(01)00041-0.
Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1999). The role of perceived risk in the quality-value relationship: A study in a retail environment. Journal of Retailing, 75(1), 77-105. https://doi.org/10.1016/S0022-4359(99)80005-0
Tosun, C., Dedeoğlu, B. B., & Fyall, A. (2015). Destination service quality, affective image and revisit intention: The moderating role of past experience. Journal of Destination Marketing and Management, 4(4), 222-234. https://doi.org/10.1016/j.jdmm.2015.08.002
Um, J., & Yoon, S. (2021). Evaluating the relationship between perceived value regarding tourism gentrification experience, attitude, and responsible tourism intention. Journal of Tourism and Cultural Change, 19(3), 345-361. https://doi.org/10.1080/14766825.2019.1707217
Williams, P., & Soutar, G. N. (2009). Value, satisfaction and behavioral intentions in an adventure tourism context. Annals of Tourism Research, 36(3), 413-438. https://doi.org/10.1016/j.annals.2009.02.002
Wu, J., Zhang, L., Lu, C., Zhang, L., Zhang, Y., & Cai, Q. (2022). Exploring tourists’ intentions to purchase homogenous souvenirs. Sustainability, 14(3), 1440. https:// doi.org/10.3390/su14031440
Shen, Y. S. (2016). Perceived value in tourism experience. Travel and Tourism Research Association: Advancing Tourism Research Globally. https://www.researchgate.net/publication/341280561
Yu, Y., Lang, M., Zhao, Y., Liu, W., & Hu, B. (2023). Tourist perceived value, tourist satisfaction, and life satisfaction: Evidence from Chinese Buddhist temple tours. Journal of Hospitality & Tourism Research, 47(1), 133-152. https://doi.org/10.1177/10963480211015338
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22. https://doi.org/10.1177/002224298805200302
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating customer focus across the firm. 3rd Edition, Irwin McGraw-Hill, New York.
Các bài báo tương tự
- Huỳnh Thị Thu Sương, Trần Thế Nam, Lượng Văn Quốc, Mai Thoại Diễm Phương, Nguyễn Quang Vinh, ẢNH HƯỞNG CỦA TRÍ TUỆ CẢM XÚC, Ý ĐỊNH NGHỈ VIỆC VÀ SỰ HÀI LÒNG VỚI CÔNG VIỆC ĐẾN SỰ CAM KẾT VÀ LÒNG TRUNG THÀNH CỦA NHÂN VIÊN TRONG NGÀNH BÁN LẺ TẠI THÀNH PHỐ HỒ CHÍ MINH , Tạp chí Nghiên cứu Tài chính - Marketing: Số 63 (2021)
- Trương Quốc Dũng, Nguyễn Phạm Hạnh Phúc, 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 , Tạp chí Nghiên cứu Tài chính - Marketing: Số 69 (2022)
Bạn cũng có thể bắt đầu một tìm kiếm tương tự nâng cao cho bài báo này.