How to cite this paper
Mansouri, S & Ebrahimi, A. (2013). Investigating the effects of service quality and hedonic on behavioral intentions: An empirical survey on restaurant industry.Management Science Letters , 3(10), 2565-2576.
Refrences
Alexandris, K., Dimitriadis, N., & Markata, D. (2002). Can perceptions of service quality predict behavioral intentions? An exploratory study in the hotel sector in Greece. Managing Service Quality, 12 (4), 224–231.
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.
Asubonteng, P., McCleary, K.J and Swan, J.E. (1996). SERVQUAL revisited: a critical review of service quality. Journal of Services Marketing, 10 (6), 62–81.
Barsky, J., & Nash, L. (2002). Evoking emotion. Affective keys to hotel loyalty. Cornell Hotel and Restaurant Administration Quarterly, 1, 39-46.
Bigné, J.E., A.S. Mattila and L. Andreu, (2008). The impact of experiential consumption cognitions and emotions on behavioral intentions. Journal of Services Marketing, 22(4): 303-315.
Bigné, J.E., Andreu, L and Gnoth, J. (2005). The theme park experience: an analysis of pleasure, arousal and satisfaction. Tourism Management, 26, 833-844.
Blodgett, J. G., D. H. Granbois, and R. G. Walters (1993). The Effects of Perceived Justice on Complainants Negative Word-of-Mouth Behavior and Repatronage Intentions. Journal of Retailing, 69 (4), 399-428.
Bolfing, C. (1989). How do consumers express dissatisfaction and what can service marketers do about it?. The Journal of Services Marketing, 3, 5-23.
Brunner, T. A., St?cklin, M., & Opwis, K. (2008). Satisfaction, image and loyalty: new versus experienced customers. European Journal of Marketing, 42(9/10), 1095-1105.
Chang, K. C., Chen, M.C., & Hsu, C.L. (2010). Applying loss aversion to assess the effect of customers’ asymmetric responses to service quality on post-dining behavioral intentions: An empirical survey in the restaurant sector. International Journal of Hospitality Management, 29, 620-631.
Chen, C.-F. (2008). Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: evidence from Taiwan. Transportation Research Part A, 42(4), 709–717.
Chen, C.F., & Chen, F.S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31, 29-35.
Choi, K.S., Cho, W.H., Lee, S., Lee, H., & Kim, C. (2004).The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study. Journal of Business Resources, 57, 913-921.
Chow, I.H., Lau, V.P., Lo, T.Y., Sha, Z., & Yun, H. (2007). Service quality in restaurant operations in China: decision-and experiential-oriented perspectives. International Journal of Hospitality Management, 26(3), 698-710.
Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56, 55-68.
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, 193-217.
Dotchin, J. A., & Oakland, J. S. (1994). Total quality management in services: Part 2: Service quality. International Journal of Quality & Reliability Management, 11, 27 – 42.
Edward, M., & Sahadev, S. (2011). Role of switching costs in the service quality, perceived value, customer satisfaction and customer retention linkage. Asia Pacific Journal of Marketing and Logistics, 23, 327-345.
Espejel, J., Fandos, C. & Flavian, C. (2008). Consumer satisfaction: A key factor of consumer loyalty and buying intention of a PDO food product. British Food Journal, 9, 865-881.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. The Journal of Marketing, 60, 7-18.
Gonz?lez, M. E. A., Comesa?a, L. R., & Brea, J. A. F. (2007). Assessing tourist behavioral intentions through perceived service quality and customer satisfaction. Journal of Business Research, 60(2), 153-160.
Goodwin, C., & Ross, I. (1990). Consumer Evaluations of Responses to Complaints: What & apos; s Fair and Why. Journal of Services Marketing, 4, 53-61.
Gounaris, S. P., Stathakopoulos, V., & Athanassopoulos, A. D. (2003). Antecedents to perceived service quality: an exploratory study in the banking industry. International Journal of Bank Marketing, 21(4), 168-190.
Ha, J., & Jang, S. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29, 520–529.
Han, H., & Back, K.J. (2007). Investigating the effects of consumption emotions on customer satisfaction and repeat visit Intentions in the lodging Industry. Journal of Hospitality Marketing & Management, 15, 5-30.
Han, H., & Ryu, K. (2007). Moderating role of personal characteristics in forming restaurant customers’ behavioral intentions – an upscale restaurant setting. Journal of Hospitality & Leisure Marketing, 15, 25-54.
Hnzaee, K.H., Bigdeli, F., Khanzadeh, M., & Javanbakht, A. (2012). Assessing patients behavioral intentions through service quality and perceived value. Journal of Basic and Applied Scientific Research, 2(10), 10686-10692.
Holbrook, M. B. (1994). The Nature of Customer Value: An Axiology of Services in the Consumption Experience, pp. 21–71 in Service Quality: New Directions in Theory and Practice, Roland T. Rust and RichardL. Oliver, (Eds.), Newbury Park, CA: Sage.
Jacoby, J. (1971). A model of multi-brand loyalty. Journal of Advertising Research, 11(3), 29 - 35.
Jang, S. S., & Namkung, Y. (2009). Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants. Journal of Business Research, 62(4), 451-460.
Keng, C.J., Huang, T.L., Zheng, L.J., & Hsu, M.K. (2007). Modeling service encounters and customer experiential value in retailing. International Journal of Service Industry Management, 18, 349-67.
Ladhari, L. (2007).The effect of consumption emotion on satisfaction and word of mouth communication. Psychology & Marketing, 24(12), 1085-1108.
Lai, F., Griffin, M., & Babin, B,J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62, 980–986.
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, 3, 293-311.
Landon, E. L. (1980). The direction of consumer complaint research. Advances in Consumer Research, 7, 335-38.
Laros, F. J. M., & Steenkamp, J. B. E. M. (2004). Emotions in consumer behavior: a hierarchical approach. Journal of Business Research, 58(October), 1437-1445.
Lassar, W., Mittal, B., & Sharma, A. (1995). Measuring customer-based brand equity. Journal of consumer marketing, 12(4), 11-19.
Lewis, B.R., & Mitchell, V.W. (1990). Defining and measuring the quality of customer service. Marketing Intelligence & Planning, 8, 11 – 17.
Ligas, M., & Chaudhuri, A. (2012). The moderating roles of shopper experience and store type on the relationship between perceived merchandise value and willingness to pay a higher price. Journal of Retailing and Consumer Services, 19, 249–258.
Loudon, D.L., & Della, B.A.J. (1984). Consumer Behavior-Concepts and Applications. McGraw-Hill, New York.
Lovelock, C.H. (2000). Service Marketing, fourth ed. Prentice Hall International.
Michon, R., Yu, H., Smith, D., & Chebat J. C. (2008). The influence of mall environment on female fashion shoppers & apos; value and behavior. Journal of Fashion Marketing and Management, 12, 456 – 468.
Mittal, B., & Lassar, W M. (1998). Why do customers switch? The dynamics of satisfaction versus loyalty. Journal of Services Marketing, 12, 177-194.
Naik, C.N., Gantasala, S.B., & Prabhakar, G.V. (2010). Service quality (Servqual) and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16, 231-243.
Nelson, P. (1974). Advertising as information. Journal of Political Economy, 82, 729-54.
Nikolich, M.A., & Sparks, B.A. (1995). The hospitality service encounter: the role of communication. Journal of Hospitality and Tourism Research, 19 (2), 43–56.
Nunnally, J.C. (1978). Psychometric Theory. McGraw-Hill, New York, NY.
Oliver, R.L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw Hill.
Oliver, R.L. (1993). Cognitive, affective and attribute bases of the satisfaction response. Journal of Consumer Research, 20, 418-30.
Oliver, R.L. (1999). Whence consumer loyalty? Journal of Marketing, Special Issue, 63, 33-44.
Olsen, S. O. (2002). Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty. Journal of the Academy of Marketing Science, 30(3), 240-249.
Palmatier, R.W., Dant, R.P., Grewal, D., & Evans, K.R. (2006). Factors influencing the effectiveness of relationship marketing: A meta analysis. Journal of Marketing, 70(3), 136–153.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1), 14-40.
Russell, J. A. (1980). A circumplex model of affect. Journal of Personality and Social Psychology, 39, 1161– 178.
Ryu, K., & Han, H. (2010). Influence of the quality of food, service, and physical environment on customer satisfaction in quick-casual restaurants: moderating role of perceived price. Journal of Hospitality & Tourism Research, 34, 310-29.
Ryu, K., Lee, H. R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 200-223.
Ryu, K., Han, H., & Jang, S. (2010). The effect of hedonic and utilitarian values on customers’ satisfaction and behavioral intention in the fast-casual restaurant industry. International Journal of Contemporary Hospitality Management, 22, 416-32.
Schmukle, S. C., Egloff, B., & Burns, L. R. (2002). The relationship between positive and negative affect in the Positive and Negative Affect Schedule.Journal of Research in Personality, 36(5), 463-475.
Lin, J. S. C., & Liang, H. Y. (2011). The influence of service environments on customer emotion and service outcomes. Managing Service Quality, 21(4), 350-372.
Shin, D., & Elliott, K.M. (2001). Measuring customers’ overall satisfaction: A multi-attributes assessment. Services Marketing Quarterly, 22 (1), 3-19.
Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15-23.
Taylor, S.A., Celuch, K., & Goodwin, S. (2004). The importance of brand equity to customer loyalty. Journal of Product & Brand Management, 13, 217-227.
Thiele, S.R. (2005). Exploring loyal qualities: assessing survey-based loyalty measures. Journal of Services Marketing, 7, 492-500.
Thuy, P.N., & Hau, L.N. (2010). Service personal values and customer loyalty: A study of banking services in a transitional economy. International Journal of Bank Marketing, 28, 465 – 478.
Trasorras, R., Weinstein, A., & Abratt, R. (2009). Value, satisfaction, loyalty and retention in professional services. Marketing Intelligence & Planning, 27, 615 – 632.
Walsh, G., Evanschitzky, H. & Wunderlich, M. (2008). Identification and analysis of moderator variables, Investigating the customer satisfaction-loyalty link. European Journal of Marketing, 9(10), 977-1004.
Westbrook, R.A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24, 258-70.
Yi, Y. & La, S. (2004). What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty. Psychology & Marketing, 5, 351-373.
Yuksel, A. (2007). Tourist shopping habitat: Effects on emotions, shopping value and behaviors. Tourism Management, 28, 58–69.
Zabkar,V., Brencic, M.M., & Dmitrovic, T. (2010). Modeling perceived quality, visitor satisfaction and behavioral intentions at the destination level. Tourism Management, 3, 1537-546.
Zeitham, V.A., Berry, L.L., & Parasuranam, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31-46.
Zeithaml, V.A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52, 12- 22.
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.
Asubonteng, P., McCleary, K.J and Swan, J.E. (1996). SERVQUAL revisited: a critical review of service quality. Journal of Services Marketing, 10 (6), 62–81.
Barsky, J., & Nash, L. (2002). Evoking emotion. Affective keys to hotel loyalty. Cornell Hotel and Restaurant Administration Quarterly, 1, 39-46.
Bigné, J.E., A.S. Mattila and L. Andreu, (2008). The impact of experiential consumption cognitions and emotions on behavioral intentions. Journal of Services Marketing, 22(4): 303-315.
Bigné, J.E., Andreu, L and Gnoth, J. (2005). The theme park experience: an analysis of pleasure, arousal and satisfaction. Tourism Management, 26, 833-844.
Blodgett, J. G., D. H. Granbois, and R. G. Walters (1993). The Effects of Perceived Justice on Complainants Negative Word-of-Mouth Behavior and Repatronage Intentions. Journal of Retailing, 69 (4), 399-428.
Bolfing, C. (1989). How do consumers express dissatisfaction and what can service marketers do about it?. The Journal of Services Marketing, 3, 5-23.
Brunner, T. A., St?cklin, M., & Opwis, K. (2008). Satisfaction, image and loyalty: new versus experienced customers. European Journal of Marketing, 42(9/10), 1095-1105.
Chang, K. C., Chen, M.C., & Hsu, C.L. (2010). Applying loss aversion to assess the effect of customers’ asymmetric responses to service quality on post-dining behavioral intentions: An empirical survey in the restaurant sector. International Journal of Hospitality Management, 29, 620-631.
Chen, C.-F. (2008). Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: evidence from Taiwan. Transportation Research Part A, 42(4), 709–717.
Chen, C.F., & Chen, F.S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31, 29-35.
Choi, K.S., Cho, W.H., Lee, S., Lee, H., & Kim, C. (2004).The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study. Journal of Business Resources, 57, 913-921.
Chow, I.H., Lau, V.P., Lo, T.Y., Sha, Z., & Yun, H. (2007). Service quality in restaurant operations in China: decision-and experiential-oriented perspectives. International Journal of Hospitality Management, 26(3), 698-710.
Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56, 55-68.
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, 193-217.
Dotchin, J. A., & Oakland, J. S. (1994). Total quality management in services: Part 2: Service quality. International Journal of Quality & Reliability Management, 11, 27 – 42.
Edward, M., & Sahadev, S. (2011). Role of switching costs in the service quality, perceived value, customer satisfaction and customer retention linkage. Asia Pacific Journal of Marketing and Logistics, 23, 327-345.
Espejel, J., Fandos, C. & Flavian, C. (2008). Consumer satisfaction: A key factor of consumer loyalty and buying intention of a PDO food product. British Food Journal, 9, 865-881.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. The Journal of Marketing, 60, 7-18.
Gonz?lez, M. E. A., Comesa?a, L. R., & Brea, J. A. F. (2007). Assessing tourist behavioral intentions through perceived service quality and customer satisfaction. Journal of Business Research, 60(2), 153-160.
Goodwin, C., & Ross, I. (1990). Consumer Evaluations of Responses to Complaints: What & apos; s Fair and Why. Journal of Services Marketing, 4, 53-61.
Gounaris, S. P., Stathakopoulos, V., & Athanassopoulos, A. D. (2003). Antecedents to perceived service quality: an exploratory study in the banking industry. International Journal of Bank Marketing, 21(4), 168-190.
Ha, J., & Jang, S. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29, 520–529.
Han, H., & Back, K.J. (2007). Investigating the effects of consumption emotions on customer satisfaction and repeat visit Intentions in the lodging Industry. Journal of Hospitality Marketing & Management, 15, 5-30.
Han, H., & Ryu, K. (2007). Moderating role of personal characteristics in forming restaurant customers’ behavioral intentions – an upscale restaurant setting. Journal of Hospitality & Leisure Marketing, 15, 25-54.
Hnzaee, K.H., Bigdeli, F., Khanzadeh, M., & Javanbakht, A. (2012). Assessing patients behavioral intentions through service quality and perceived value. Journal of Basic and Applied Scientific Research, 2(10), 10686-10692.
Holbrook, M. B. (1994). The Nature of Customer Value: An Axiology of Services in the Consumption Experience, pp. 21–71 in Service Quality: New Directions in Theory and Practice, Roland T. Rust and RichardL. Oliver, (Eds.), Newbury Park, CA: Sage.
Jacoby, J. (1971). A model of multi-brand loyalty. Journal of Advertising Research, 11(3), 29 - 35.
Jang, S. S., & Namkung, Y. (2009). Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants. Journal of Business Research, 62(4), 451-460.
Keng, C.J., Huang, T.L., Zheng, L.J., & Hsu, M.K. (2007). Modeling service encounters and customer experiential value in retailing. International Journal of Service Industry Management, 18, 349-67.
Ladhari, L. (2007).The effect of consumption emotion on satisfaction and word of mouth communication. Psychology & Marketing, 24(12), 1085-1108.
Lai, F., Griffin, M., & Babin, B,J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62, 980–986.
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, 3, 293-311.
Landon, E. L. (1980). The direction of consumer complaint research. Advances in Consumer Research, 7, 335-38.
Laros, F. J. M., & Steenkamp, J. B. E. M. (2004). Emotions in consumer behavior: a hierarchical approach. Journal of Business Research, 58(October), 1437-1445.
Lassar, W., Mittal, B., & Sharma, A. (1995). Measuring customer-based brand equity. Journal of consumer marketing, 12(4), 11-19.
Lewis, B.R., & Mitchell, V.W. (1990). Defining and measuring the quality of customer service. Marketing Intelligence & Planning, 8, 11 – 17.
Ligas, M., & Chaudhuri, A. (2012). The moderating roles of shopper experience and store type on the relationship between perceived merchandise value and willingness to pay a higher price. Journal of Retailing and Consumer Services, 19, 249–258.
Loudon, D.L., & Della, B.A.J. (1984). Consumer Behavior-Concepts and Applications. McGraw-Hill, New York.
Lovelock, C.H. (2000). Service Marketing, fourth ed. Prentice Hall International.
Michon, R., Yu, H., Smith, D., & Chebat J. C. (2008). The influence of mall environment on female fashion shoppers & apos; value and behavior. Journal of Fashion Marketing and Management, 12, 456 – 468.
Mittal, B., & Lassar, W M. (1998). Why do customers switch? The dynamics of satisfaction versus loyalty. Journal of Services Marketing, 12, 177-194.
Naik, C.N., Gantasala, S.B., & Prabhakar, G.V. (2010). Service quality (Servqual) and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16, 231-243.
Nelson, P. (1974). Advertising as information. Journal of Political Economy, 82, 729-54.
Nikolich, M.A., & Sparks, B.A. (1995). The hospitality service encounter: the role of communication. Journal of Hospitality and Tourism Research, 19 (2), 43–56.
Nunnally, J.C. (1978). Psychometric Theory. McGraw-Hill, New York, NY.
Oliver, R.L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw Hill.
Oliver, R.L. (1993). Cognitive, affective and attribute bases of the satisfaction response. Journal of Consumer Research, 20, 418-30.
Oliver, R.L. (1999). Whence consumer loyalty? Journal of Marketing, Special Issue, 63, 33-44.
Olsen, S. O. (2002). Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty. Journal of the Academy of Marketing Science, 30(3), 240-249.
Palmatier, R.W., Dant, R.P., Grewal, D., & Evans, K.R. (2006). Factors influencing the effectiveness of relationship marketing: A meta analysis. Journal of Marketing, 70(3), 136–153.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1), 14-40.
Russell, J. A. (1980). A circumplex model of affect. Journal of Personality and Social Psychology, 39, 1161– 178.
Ryu, K., & Han, H. (2010). Influence of the quality of food, service, and physical environment on customer satisfaction in quick-casual restaurants: moderating role of perceived price. Journal of Hospitality & Tourism Research, 34, 310-29.
Ryu, K., Lee, H. R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 200-223.
Ryu, K., Han, H., & Jang, S. (2010). The effect of hedonic and utilitarian values on customers’ satisfaction and behavioral intention in the fast-casual restaurant industry. International Journal of Contemporary Hospitality Management, 22, 416-32.
Schmukle, S. C., Egloff, B., & Burns, L. R. (2002). The relationship between positive and negative affect in the Positive and Negative Affect Schedule.Journal of Research in Personality, 36(5), 463-475.
Lin, J. S. C., & Liang, H. Y. (2011). The influence of service environments on customer emotion and service outcomes. Managing Service Quality, 21(4), 350-372.
Shin, D., & Elliott, K.M. (2001). Measuring customers’ overall satisfaction: A multi-attributes assessment. Services Marketing Quarterly, 22 (1), 3-19.
Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15-23.
Taylor, S.A., Celuch, K., & Goodwin, S. (2004). The importance of brand equity to customer loyalty. Journal of Product & Brand Management, 13, 217-227.
Thiele, S.R. (2005). Exploring loyal qualities: assessing survey-based loyalty measures. Journal of Services Marketing, 7, 492-500.
Thuy, P.N., & Hau, L.N. (2010). Service personal values and customer loyalty: A study of banking services in a transitional economy. International Journal of Bank Marketing, 28, 465 – 478.
Trasorras, R., Weinstein, A., & Abratt, R. (2009). Value, satisfaction, loyalty and retention in professional services. Marketing Intelligence & Planning, 27, 615 – 632.
Walsh, G., Evanschitzky, H. & Wunderlich, M. (2008). Identification and analysis of moderator variables, Investigating the customer satisfaction-loyalty link. European Journal of Marketing, 9(10), 977-1004.
Westbrook, R.A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24, 258-70.
Yi, Y. & La, S. (2004). What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty. Psychology & Marketing, 5, 351-373.
Yuksel, A. (2007). Tourist shopping habitat: Effects on emotions, shopping value and behaviors. Tourism Management, 28, 58–69.
Zabkar,V., Brencic, M.M., & Dmitrovic, T. (2010). Modeling perceived quality, visitor satisfaction and behavioral intentions at the destination level. Tourism Management, 3, 1537-546.
Zeitham, V.A., Berry, L.L., & Parasuranam, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31-46.
Zeithaml, V.A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52, 12- 22.