Revisiting the quality-value-satisfaction-loyalty chain for corporate customers in the travel agency sector
Keywords:quality-value-satisfaction-loyalty chain, trust, commitment, travel agencies, industrial clients
Most traditional travel agencies offer their services to corporate clients, although literature focuses on end customers. This paper addresses this research gap, but also aims at bridging the gap between B2C and B2B literature. Specifically, the authors revisit the Quality-Value-Satisfaction-Loyalty chain, a well-established postulate from the B2C literature in tourism, but adding Trust and Commitment as mediating variables between Satisfaction and Loyalty to adapt the chain to the B2B context. Using PLS-SEM, the analysis of data confirmed the Service Quality - Customer Value - Customer Satisfaction - Trust/Commitment - Customer Loyalty chain for corporate customers.
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Copyright (c) 2020 JUAN C. GRANADOS, LEONOR M. PÉREZ, José A. Pedraza-Rodríguez, Martina G. Gallarza
This work is licensed under a Creative Commons Attribution 4.0 International License.