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Within the abundant and not always unanimous body or research on conceptual and methodological approaches to consumer value in services, there are two areas of relative consensus: the multidimensional nature of value (intra-variable approach) and the existence of causal relations with other constructs (inter-variable approach). This work aims to contribute additional knowledge in both areas, with a joint approach in a structural model tested for hospitality services.

The study proposes four scales of intrinsic values (entertainment, aesthetics, ethics and spirituality as relaxation), based on Holbrook’s (1999) value typology, and a casual model to be used to measure the relationships between these four values and overall perceived value, satisfaction and loyalty. The model is tested with PLS on a sample of 585 hotel guests on the island of Sardinia (Italy).

The psychometric properties of all four value scales, created ad hoc, are tested and approved. Results on the causal model show contrasted links on the intra-variable approach, entertainment, aesthetics and spirituality (measured as relaxation), are positive antecedents of perceived value, while the path ethics-overall value is not confirmed. The value–satisfaction–loyalty chain is fully confirmed, with strong linkages.

The authors acknowledge the use of a convenience sample, of mainly leisure tourists.

The implications for managers are derived on the need of considering extra drivers (intrinsic and therefore fully experiential) of satisfaction and loyalty.

Research on value has been qualified as not univocal and controversial. This study adds knowledge on the use of four less common value types (intrinsic ones) and sheds light on their nature as antecedents of the well-known value–satisfaction–loyalty chain.

The purpose of this paper is, first, to review the main conceptual proposals for the study of information and communication technologies (ICT) in tourism companies, and second, to develop and validate a formative scale for measuring the degree of technological advancement in hotels, based on the perceptions of a sample of Spanish hotel guests.

After a literature review on the measurement of technology advancement in tourism, a formative scale for ICT advancement in hotels from the guest perspective is developed and validated through a multiple-indicator, multiple-cause model estimated through partial least squares regression with data from 197 Spanish hotel guests.

Results of the empirical research allow validating the proposed formative scale for measuring technological advancement in hotels, identifying solutions that hotel guests mainly associate with highly technified establishments.

The proposed and validated formative scale for measuring the degree of technological advancement of hotels is expected to enable the proposal of models where the relations between central variables in consumer behaviour research (e.g. value) and their dependent variables (e.g. satisfaction) may be influenced by guests’ perception of hotel technology.

This paper presents an initial attempt to develop a scale for measuring the degree of technological advancement of tourism companies, a topic that has received scant attention in acad`emic research in spite of the importance of technology in this industry.

本论文研究目的, 第一, 审阅关于旅游公司的信息通信技术（ICT）相关理论研究；第二, 以西班牙酒店客户为样本, 编制和验证酒店科技先进度的形成性量度。

本论文首先审阅了旅游产业中科技先进度测量的相关文献, 然后通过MIMIC模型编制了从酒店客户角度出发的测量酒店ICT的形成性量度, 最后通过197份西班牙酒店客户样本和偏最小二乘回归来验证模型。

本论文验证了衡量酒店科技先进度的形成性量度, 并且发现各种解决方案, 其酒店客户用来评价高科技酒店个体的标准。

编制和验证的衡量酒店科技先进度的形成性量度, 表明消费者行为学核心概念（比如, 价值）和消费者满意度之间, 是可以由酒店客户对酒店科技度的感知因素来影响的。

本论文首次编制衡量旅游公司科技先进度的量度。尽管科技在行业中被视为很重要, 但是这个话题在科研界受到较少的关注。

科技先进度、信息通信科技、形成性量度、反应性量度、酒店

研究论文

The purpose of this paper is to explore the classical topics of services literature in a tourism experience with a means‐end‐model on the quality‐value‐satisfaction‐loyalty chain. Within this wide stream of research, this work has a particular interest on value antecedents and on the sense of the link between value and satisfaction.

An overall tourism experience with positive and negative antecedents (benefits and sacrifices experienced) and classical evaluations (perceived value, satisfaction and loyalty as behavioral intention) is analyzed through two competing structural models measured with partial least squares on a sample of 274 students traveling in groups for leisure purposes.

The empirical findings show that: the chain of constructs service quality‐perceived value‐customer satisfaction‐loyalty is once again confirmed in a service setting; affective antecedents (social value, play and aesthetics) are more important determinants of perceived value and satisfaction than cognitive antecedents (efficiency, quality and effort spent); and the model performs better when value is understood as an antecedent of satisfaction than in the opposite case.

The findings illustrate how tourism settings are paradigmatically useful for researching perceived value within services because of the differences found between cognitive and affective antecedents. The target chosen (students) and the sampling method used (convenience) need further replication in order to assure the validity of the results.

Besides the use of PLS (rather than LISREL), the empirical purpose of measuring with same data a value‐satisfaction link and the reverse is interesting for services researchers in order to progress in the debate on the supremacy of one or another.

In organizational markets, many companies tend to reduce the number of providers to focus on establishing relationships with few of them. The purpose of this paper is to analyze the influence of relationship value and dependence of supplier on long‐term orientation and customer loyalty in the setting of relationships between travel agencies and their main providers.

A partial least square regression is performed to test a proposed model that links several relational variables with outcomes in terms of customer loyalty.

Results provide support for the positive indirect influence of relationship value on long‐term orientation, while customer dependence of the main provider does not seem to exert a significant effect. These findings support the importance of value creation for providers in their relationships with their customers.

This study allows us to suggest that service companies, such as travel agents, should concentrate on investing in generating benefits for customers through offering value‐added services, thus providing evidence that the supplier has no incentives to opportunistic behaviors.

Although literature has reported the importance of both relational and market conditions for customer‐supplier relationships that involve physical distribution of goods and might require important investments in technological solutions to coordinate their relationships, little attention has been paid to service companies.

The purpose of this paper is to examine the relations between the concepts of service quality, perceived value, satisfaction and intention to pay in the context of theatrical services in the city of Medellín, Colombia.

Quantitative research was carried out on a sample of 274 individuals who had attended the theatre at least once in the previous year. The information was gathered in October 2014 using an online survey. Confirmatory factor analysis was used to test the validity and reliability of the measurement scales, and a structural equations model was developed to test the hypotheses.

Satisfaction with overall service and with the central service (i.e. with the performance itself) was the major predictors of consumer intention to pay.

Future research could replicate the analysis presented here for other cultural services and different geographical contexts.

Theatres should focus their efforts on offering a basic service (a theatrical presentation) that meets the cultural and artistic expectations of the public, but should also bear in mind that audiences expect to be treated well when they go out and want to feel comfortable.

This paper contributes to understand the factors that influence theatre clients’ intention to pay by taking into account the factors that affect satisfaction and perceived value of the theatregoing experience. It also contributes to academic reflections on the cultural consumption in the field of the theatrical arts in the Latin American region, where this is a new field of research.

El propósito de este artículo es analizar las relaciones entre los conceptos de calidad del servicio, valor percibido, satisfacción del cliente e intención de pago, en el contexto de los servicios teatrales de la ciudad de Medellín, Colombia.

Se hizo una investigación cuantitativa en la que se contó con una muestra de 274 personas que hubieran asistido al menos una vez a teatro en el último año. La información fue recopilada a través de un cuestionario en línea en octubre del 2014. Para el análisis de validez y fiabilidad de las escalas de medida se desarrolló un análisis factorial confirmatorio y para la contrastación de las hipótesis se probó un modelo de ecuaciones estructurales.

Tanto la satisfacción con el servicio general como la satisfacción con el servicio central (relacionado con la obra), son los principales predictores de la intención de pago de los consumidores.

Estudios futuros pueden replicar el análisis de las relaciones planteadas en otros servicios culturales y para diferentes ámbitos geográficos.

Los esfuerzos de las salas de teatro deben concentrarse en ofrecer un servicio básico (obra de teatro) que cumpla con el objetivo cultural y artístico que esperan los espectadores, pero, a su vez, considerar que estos esperan tener un trato amable y un espacio agradable donde puedan sentirse cómodos.

Este artículo permite una mejor comprensión de los factores que inciden en la intención de pago de los asistentes a las salas de teatro, entendiendo los conceptos que afectan la satisfacción y el valor percibido con la experiencia. Además, contribuye a la reflexión académica alrededor del consumo cultural en el sector de las artes escénicas en la región, donde la investigación enes aún incipiente.

The aim of this study is to examine the relationship between the determinants of student loyalty, i.e. service quality, e-service quality and university image in open and distance learning (ODL) based on the theory of reasoned action, in more systematic approach. This study also examines university's image role as a mediator on the relationship between service quality and e-service quality towards student loyalty.

This paper develops an integrative conceptual framework along with propositions by integrating comprehensive literature, in the field of service quality, e-service quality, university image and student loyalty. Through the review of detail literature and based theory of reasoned action (TRA), it is proposed that service quality, e-service quality and university image would be meaningful attributes towards student loyalty. In addition, it is also contended that university image would mediate the relationship between service quality and e-service quality towards students’ loyalty.

This paper provides an integrative conceptual framework on service quality, e-service quality, university image and students loyalty in open and distance learning (ODL) context.

None of the models presented in the literature explore the mediation of university image on the relationship between service quality and e-service quality towards student loyalty as the most recent research on the subject envisages.

The purpose of this paper is to study the service-profit chain (SPC) on e-service quality dimensions, online customer value (CV) dimensions, e-satisfaction, and e-loyalty in an e-commerce context.

A total of 2,813 internet customers filled in an online questionnaire after completing a specified task on one of 28 wine web sites from seven countries.

The results highlight the impact of the dimensions of e-service quality (information, aesthetics, ease of use, security/privacy, and reliability) on the dimensions of online CV (functional, economic, and social value) as they affect e-satisfaction, which in turn influences e-loyalty. The results validate the SPC in an e-commerce context and also stress the partial mediating role of the dimensions of online CV between the dimensions of e-service quality and e-satisfaction.

The sample may not exactly match the customer profile of the web sites analyzed. In order to generalize the results, future research should replicate this study with a customer sample from each web site. Future research could also take into account other variables that may have an influence on the relationships identified. Additionally it would be interesting to replicate the study in other industries and undertake longitudinal studies in one or more industries.

From a managerial point of view, online retailers, especially in the wine sector, can positively affect CV, satisfaction, and loyalty by focussing on information, aesthetics, ease of use, security/privacy, and reliability.

This paper is the first to study the SPC by examining service quality dimensions, CV dimensions, satisfaction, and loyalty in an online context. It extends the knowledge of online retailing by validating the SPC on the dimensions of traditional service concepts, such as service quality and CV. The findings can assist online retailers to better understand the dynamics of online customer relationships and the implications for customer satisfaction and ultimately loyalty.