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How Service Quality Affects Customer Loyalty in the Travel Agency: The Effects of Customer Satisfaction, Service Recovery, and Perceived Value

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References

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1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited

2004Customer perceived value, satisfaction, and loyalty: The role of switching costs2,039 cited

Cited by

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2018How to create competitive advantage: the moderate role of organizational learning as a link between shared value, dynamic capability, differential strategy, and social capital47 cited
2021Personality profiles for hospitality employees: Impact on job performance and satisfaction39 cited
2021How online service recovery reviews influence behavioral intentions in the hospitality context: Regulatory focus and loss aversion perspectives36 cited
2017The Routledge Handbook of Hospitality Marketing33 cited
2022Gauging customers’ negative disconfirmation in online post-purchase behaviour: The moderating role of service recovery33 cited
2020Brand love: the emotional bridge between tourists’ perceived value and well-being32 cited
2025Evaluating the Impact of Sustainability Practices on Customer Relationship Quality: An SEM-PLS Approach to Align with SDG30 cited
2021Does employee willingness to take risks affect customer loyalty? A moderated mediation examination of innovative behaviors and decentralization29 cited
2016Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference?28 cited
2013The Impact of Brand Relationship and Attributions on Passenger Response to Service Failure27 cited
2020The moderating role of service recovery on customer loyalty in the context of cruise passengers25 cited
2023Indonesian Online Transportation (Go-Jek) Customers Satisfaction and Loyalty: How the Role of Digital Marketing, Word of Mouth, Perceived Value and Perceived Quality?23 cited