How to cite this paper
Al-Gharaibah, O. (2020). Customer retention in five-star hotels in Jordan: The mediating role of hotel perceived value.Management Science Letters , 10(16), 3949-3956.
Refrences
Alaaraj, S., Mohamed, Z. A., & Ahmad Bustamam, U. S. (2018). External growth strategies and organizational performance in emerging markets: The mediating role of inter-organizational trust. Review of International Business and Strategy, 28(2), 206–222. https://doi.org/10.1108/RIBS-09-2017-0079
Alaarj, S., Abidin-Mohamed, Z., & Bustamam, U. S. B. A. (2016). Mediating role of trust on the effects of knowledge management capabilities on organizational performance. Procedia - Social and Behavioral Sciences, 235, 729–738.
Alaarj, S., Mohamed, Z. A., & Bustamam, U. S. A. (2017a). Do knowledge management capabilities reduce the negative effect of environment uncertainties on organizational performance? A study of public listed companies in Malaysia. International Journal of Economic Research, 14(15), 443–456.
Alaarj, S., Mohamed, Z. A., & Bustamam, U. S. A. (2017b). The effect of knowledge management capabilities on performance of companies : A study of service sector. International Journal of Economic Research, 14(15), 457–470.
Bahri-Ammari, N., & Bilgihan, A. (2019). Customer retention to mobile telecommunication service providers: the roles of perceived justice and customer loyalty program. International Journal of Mobile Communications, 17(1), 82–107.
Calza, F., Pagliuca, M., Risitano, M., & Sorrentino, A. (2020). Testing moderating effects on the relationships among on-board cruise environment, satisfaction, perceived value and behavioral intentions. International Journal of Contemporary Hospitality Management, 32(2), 934–952. https://doi.org/10.1108/IJCHM-09-2019-0773
Çetinsöz, B. C. (2019). Influence of physical environment on customer satisfaction and loyalty in upscale restaurants. Journal of Tourism and Gastronomy Studies, 7(2), 700–716.
Cuong, D. T. (2020). The effect of physical environment and perceived value on customer satisfaction and behavioral intention at the cinema in Vietnam. Test Engineering and Management, 82(1–2), 1665–1674.
Education, F. O. F., & Studies, B. (2020). Customer Retention Through Trust in The Sharing Economy : Master Thesis, 2019–2020.
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322–332.
Hair, Hult, T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (2nd ed.). Thousand Oakes.
Han, H., Jongsik, Y., & Hyun, S. S. (2020). Nature based solutions and customer retention strategy: Eliciting customer well-being experiences and self-rated mental health. International Journal of Hospitality Management, 86(December 2019).
Han, H., & Ryu, K. (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality and Tourism Research. https://doi.org/10.1177/1096348009344212
Han, H., Shim, C., Lee, W. S., & Kim, W. (2019). Product performance and its role in airline image generation and customer retention processes: gender difference. Journal of Travel and Tourism Marketing, 36(4), 536–548.
Hawkins, L., & Hoon, S. (2019). The Impact of Customer Retention Strategies and the Survival of Small Service-Based Businesses. SSRN Electronic Journal, 5(564), 1–19. https://doi.org/10.4324/9781315853178
Hung, C. L., & Hsieh, C. Y. (2010). Searching the fit pattern between cultural dimensions and consumption values of mobile commerce in Taiwan. Asia Pacific Management Review, 15(2), 147–165. https://doi.org/10.6126/APMR.2010.15.2.01
Hussein, A. S., Hapsari, R. D. V., & Yulianti, I. (2018). Experience quality and hotel boutique customer loyalty: Mediating role of hotel image and perceived value. Journal of Quality Assurance in Hospitality and Tourism, 19(4), 442–459.
JHA. (2020). Occupancy. Amman. Retrieved from http://johotels.org/statistics.aspx
Jiang, K., Luk, S. T. kwong, & Cardinali, S. (2018). The role of pre-consumption experience in perceived value of retailer brands: Consumers’ experience from emerging markets. Journal of Business Research, 86(September), 374–385.
Kazmi, M. (2020). Measuring Service Quality ’ s Impact on Customer Satisfaction in the Hotel Enterprises of Islamabad : Assistance with Five Dimensions Artech Journal of Current Business and Financial Affairs ( AJCBFA ) Measuring Service Quality ’ s Impact on Customer Sati, (February).
Keshavarz, Y., & Jamshidi, D. (2018). Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities, 4(2), 220–244.
Kim, J. (2019). The impact of different price promotions on customer retention. Journal of Retailing and Consumer Services, 46(September), 95–102. https://doi.org/10.1016/j.jretconser.2017.10.007
Kim, S. (Sam), & Choe, J. Y. (Jacey). (2013). Testing an attribute-benefit-value-intention (ABVI) model of local food consumption as perceived by foreign tourists. International Journal of Contemporary Hospitality Management, 31(1), 123–140.
Kim, T., & Yun, S. (2019). How will changes toward pro-environmental behavior play in customers’ perceived value of environmental concerns at coffee shops? Sustainability (Switzerland), 11(14). https://doi.org/10.3390/su11143816
Knoema. (2018). Contribution of travel and tourism to GDP as a share of GDP. Retrieved from https://knoema.com/atlas/topics/Tourism/Travel-and-Tourism-Total-Contribution-to-GDP/Contribution-of-travel-and-tourism-to-GDP-percent-of-GDP
Lowry, P. B., & Gaskin, J. (2014). Partial least squares (PLS) structural equation modeling (SEM) for building and testing behavioral causal theory: When to choose it and how to use it. IEEE Transactions on Professional Communication, 57(2), 123–146.
Mokhtar, S., Mus, A. M., & Sjahruddin, H. (2019). An examination of the relationships between customer relationship management quality, service quality, customer satisfaction and customer loyalty: The case of five star hotels. Advances in Social Sciences Research Journal, 6(2), 524–540.
Mokhtaruddin, S., Wel, C., & Khalid, N. (2019). Employee Rhetorical Sensitivity As a Mediator in the Relationship Between Customer Orientation and Customer Retention. The South East Asian Journal of Management, 13(2), 170–182.
Mukerjee, K. (2018). The impact of brand experience, service quality and perceived value on word of mouth of retail bank customers: Investigating the mediating effect of loyalty. Journal of Financial Services Marketing, 23(1), 12–24.
Nugroho, S., Kempa, S., & Wiliater Soaloon Panjaitan, T. (2020). Logistic Service Quality and Customer Satisfaction to Customer Retention on Rice Producer Industry. SHS Web of Conferences, 76, 01048. https://doi.org/10.1051/shsconf/20207601048
Peng, K. F., Chen, Y., & Wen, K. W. (2014). Brand relationship, consumption values and branded app adoption. Industrial Management and Data Systems, 114(8), 1131–1143.
Pham, N., Coomer, T., Lane, P., Limbu, Y. B., Williamson, S., & Pham, L. (2020). Technology readiness and purchase intention: Role of perceived value and online satisfaction in the context of luxury hotels. International Journal of Management and Decision Making, 19(1), 1.
Pradeep, S., Vadakepat, V., & Rajasenan, D. (2020). The effect of service quality on customer satisfaction in fitness firms. Management Science Letters, 10(9), 2011–2020. https://doi.org/10.5267/j.msl.2020.2.011
Samah, I. H. A., Rashid, I. M. A., Rani, M. J. A., Rahman, N. I. A., & Ali, M. F. S. (2015). The roles of price perception and physical environment in determining customer loyalty: Evidences from fast food restaurant of Malaysia. International Journal of Development Research.
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach. John Wiley & Sons.
Shu Wan Tan, A., Falahat, M., & Kai Sia, B. (2018). Perceived consumption values, satisfaction and loyalty in the Tourism: Case of Malaysia. International Journal of Engineering & Technology, 7(3.21), 368.
Simanjuntak, M., Putri, N. E., Yuliati, L. N., & Sabri, M. F. (2020). Enhancing customer retention using customer relationship management approach in car loan bussiness. Cogent Business and Management, 7(1).
Suracharkumtonkun, J., & Patterson, P. (2007). The Role of Social Capital and On-Line Communities in Enhancing Consumers’ Consumptionn Value. Australian and New Zealand Marketing Academy (ANZMAC) Conference, (March 2015), 2938–2945. Retrieved from http://smib.vuw.ac.nz:8081/WWW/ANZMAC2007/papers/J Surachartkumtonkun_1a.pdf
Syaqirah, Z. N., & Faizurrahman, Z. P. (2014). Managing Customer Retention of Hotel Industry in Malaysia. Procedia - Social and Behavioral Sciences, 130, 379–389. https://doi.org/10.1016/j.sbspro.2014.04.045
Wongsuchat, P., & Ngamyan, A. (2014). A study of relation among perceived consumption value and customer satisfaction of boutique hotel in Thailand. International Journal of Scientific and Research Publications, 4(7), 2250–3153.
Yoon, S.-W., Seo, M.-O., & Yoon, D.-I. (2015). The Effects of Perceived Consumption Value on Brand Identification, Emotional Commitment and Behavioral Commitment. Journal of the Korea Academia-Industrial Cooperation Society, 16(9), 5989–5997. https://doi.org/10.5762/kais.2015.16.9.5989
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing. https://doi.org/10.2307/1251446
Alaarj, S., Abidin-Mohamed, Z., & Bustamam, U. S. B. A. (2016). Mediating role of trust on the effects of knowledge management capabilities on organizational performance. Procedia - Social and Behavioral Sciences, 235, 729–738.
Alaarj, S., Mohamed, Z. A., & Bustamam, U. S. A. (2017a). Do knowledge management capabilities reduce the negative effect of environment uncertainties on organizational performance? A study of public listed companies in Malaysia. International Journal of Economic Research, 14(15), 443–456.
Alaarj, S., Mohamed, Z. A., & Bustamam, U. S. A. (2017b). The effect of knowledge management capabilities on performance of companies : A study of service sector. International Journal of Economic Research, 14(15), 457–470.
Bahri-Ammari, N., & Bilgihan, A. (2019). Customer retention to mobile telecommunication service providers: the roles of perceived justice and customer loyalty program. International Journal of Mobile Communications, 17(1), 82–107.
Calza, F., Pagliuca, M., Risitano, M., & Sorrentino, A. (2020). Testing moderating effects on the relationships among on-board cruise environment, satisfaction, perceived value and behavioral intentions. International Journal of Contemporary Hospitality Management, 32(2), 934–952. https://doi.org/10.1108/IJCHM-09-2019-0773
Çetinsöz, B. C. (2019). Influence of physical environment on customer satisfaction and loyalty in upscale restaurants. Journal of Tourism and Gastronomy Studies, 7(2), 700–716.
Cuong, D. T. (2020). The effect of physical environment and perceived value on customer satisfaction and behavioral intention at the cinema in Vietnam. Test Engineering and Management, 82(1–2), 1665–1674.
Education, F. O. F., & Studies, B. (2020). Customer Retention Through Trust in The Sharing Economy : Master Thesis, 2019–2020.
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322–332.
Hair, Hult, T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (2nd ed.). Thousand Oakes.
Han, H., Jongsik, Y., & Hyun, S. S. (2020). Nature based solutions and customer retention strategy: Eliciting customer well-being experiences and self-rated mental health. International Journal of Hospitality Management, 86(December 2019).
Han, H., & Ryu, K. (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality and Tourism Research. https://doi.org/10.1177/1096348009344212
Han, H., Shim, C., Lee, W. S., & Kim, W. (2019). Product performance and its role in airline image generation and customer retention processes: gender difference. Journal of Travel and Tourism Marketing, 36(4), 536–548.
Hawkins, L., & Hoon, S. (2019). The Impact of Customer Retention Strategies and the Survival of Small Service-Based Businesses. SSRN Electronic Journal, 5(564), 1–19. https://doi.org/10.4324/9781315853178
Hung, C. L., & Hsieh, C. Y. (2010). Searching the fit pattern between cultural dimensions and consumption values of mobile commerce in Taiwan. Asia Pacific Management Review, 15(2), 147–165. https://doi.org/10.6126/APMR.2010.15.2.01
Hussein, A. S., Hapsari, R. D. V., & Yulianti, I. (2018). Experience quality and hotel boutique customer loyalty: Mediating role of hotel image and perceived value. Journal of Quality Assurance in Hospitality and Tourism, 19(4), 442–459.
JHA. (2020). Occupancy. Amman. Retrieved from http://johotels.org/statistics.aspx
Jiang, K., Luk, S. T. kwong, & Cardinali, S. (2018). The role of pre-consumption experience in perceived value of retailer brands: Consumers’ experience from emerging markets. Journal of Business Research, 86(September), 374–385.
Kazmi, M. (2020). Measuring Service Quality ’ s Impact on Customer Satisfaction in the Hotel Enterprises of Islamabad : Assistance with Five Dimensions Artech Journal of Current Business and Financial Affairs ( AJCBFA ) Measuring Service Quality ’ s Impact on Customer Sati, (February).
Keshavarz, Y., & Jamshidi, D. (2018). Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities, 4(2), 220–244.
Kim, J. (2019). The impact of different price promotions on customer retention. Journal of Retailing and Consumer Services, 46(September), 95–102. https://doi.org/10.1016/j.jretconser.2017.10.007
Kim, S. (Sam), & Choe, J. Y. (Jacey). (2013). Testing an attribute-benefit-value-intention (ABVI) model of local food consumption as perceived by foreign tourists. International Journal of Contemporary Hospitality Management, 31(1), 123–140.
Kim, T., & Yun, S. (2019). How will changes toward pro-environmental behavior play in customers’ perceived value of environmental concerns at coffee shops? Sustainability (Switzerland), 11(14). https://doi.org/10.3390/su11143816
Knoema. (2018). Contribution of travel and tourism to GDP as a share of GDP. Retrieved from https://knoema.com/atlas/topics/Tourism/Travel-and-Tourism-Total-Contribution-to-GDP/Contribution-of-travel-and-tourism-to-GDP-percent-of-GDP
Lowry, P. B., & Gaskin, J. (2014). Partial least squares (PLS) structural equation modeling (SEM) for building and testing behavioral causal theory: When to choose it and how to use it. IEEE Transactions on Professional Communication, 57(2), 123–146.
Mokhtar, S., Mus, A. M., & Sjahruddin, H. (2019). An examination of the relationships between customer relationship management quality, service quality, customer satisfaction and customer loyalty: The case of five star hotels. Advances in Social Sciences Research Journal, 6(2), 524–540.
Mokhtaruddin, S., Wel, C., & Khalid, N. (2019). Employee Rhetorical Sensitivity As a Mediator in the Relationship Between Customer Orientation and Customer Retention. The South East Asian Journal of Management, 13(2), 170–182.
Mukerjee, K. (2018). The impact of brand experience, service quality and perceived value on word of mouth of retail bank customers: Investigating the mediating effect of loyalty. Journal of Financial Services Marketing, 23(1), 12–24.
Nugroho, S., Kempa, S., & Wiliater Soaloon Panjaitan, T. (2020). Logistic Service Quality and Customer Satisfaction to Customer Retention on Rice Producer Industry. SHS Web of Conferences, 76, 01048. https://doi.org/10.1051/shsconf/20207601048
Peng, K. F., Chen, Y., & Wen, K. W. (2014). Brand relationship, consumption values and branded app adoption. Industrial Management and Data Systems, 114(8), 1131–1143.
Pham, N., Coomer, T., Lane, P., Limbu, Y. B., Williamson, S., & Pham, L. (2020). Technology readiness and purchase intention: Role of perceived value and online satisfaction in the context of luxury hotels. International Journal of Management and Decision Making, 19(1), 1.
Pradeep, S., Vadakepat, V., & Rajasenan, D. (2020). The effect of service quality on customer satisfaction in fitness firms. Management Science Letters, 10(9), 2011–2020. https://doi.org/10.5267/j.msl.2020.2.011
Samah, I. H. A., Rashid, I. M. A., Rani, M. J. A., Rahman, N. I. A., & Ali, M. F. S. (2015). The roles of price perception and physical environment in determining customer loyalty: Evidences from fast food restaurant of Malaysia. International Journal of Development Research.
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach. John Wiley & Sons.
Shu Wan Tan, A., Falahat, M., & Kai Sia, B. (2018). Perceived consumption values, satisfaction and loyalty in the Tourism: Case of Malaysia. International Journal of Engineering & Technology, 7(3.21), 368.
Simanjuntak, M., Putri, N. E., Yuliati, L. N., & Sabri, M. F. (2020). Enhancing customer retention using customer relationship management approach in car loan bussiness. Cogent Business and Management, 7(1).
Suracharkumtonkun, J., & Patterson, P. (2007). The Role of Social Capital and On-Line Communities in Enhancing Consumers’ Consumptionn Value. Australian and New Zealand Marketing Academy (ANZMAC) Conference, (March 2015), 2938–2945. Retrieved from http://smib.vuw.ac.nz:8081/WWW/ANZMAC2007/papers/J Surachartkumtonkun_1a.pdf
Syaqirah, Z. N., & Faizurrahman, Z. P. (2014). Managing Customer Retention of Hotel Industry in Malaysia. Procedia - Social and Behavioral Sciences, 130, 379–389. https://doi.org/10.1016/j.sbspro.2014.04.045
Wongsuchat, P., & Ngamyan, A. (2014). A study of relation among perceived consumption value and customer satisfaction of boutique hotel in Thailand. International Journal of Scientific and Research Publications, 4(7), 2250–3153.
Yoon, S.-W., Seo, M.-O., & Yoon, D.-I. (2015). The Effects of Perceived Consumption Value on Brand Identification, Emotional Commitment and Behavioral Commitment. Journal of the Korea Academia-Industrial Cooperation Society, 16(9), 5989–5997. https://doi.org/10.5762/kais.2015.16.9.5989
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing. https://doi.org/10.2307/1251446