Search results

1 – 10 of 25
Article
Publication date: 21 August 2017

Martina G. Gallarza, Francisco Arteaga, Giacomo Del Chiappa, Irene Gil-Saura and Morris B. Holbrook

In the fertile line of research on consumer value from the services literature, a gap exists between theoretical and empirical knowledge, in particular regarding…

4270

Abstract

Purpose

In the fertile line of research on consumer value from the services literature, a gap exists between theoretical and empirical knowledge, in particular regarding Holbrook’s conceptual value framework. The purpose of this paper is to find construct validity for a multidimensional value scale based on Holbrook’s proposal.

Design/methodology/approach

Based on a literature review, a qualitative phase, and consultation with an expert, eight value scales (efficiency, service quality, play, aesthetics, status, esteem, ethics, and escapism as an adaptation of spirituality) are tested on a sample of 585 hotel customers and are further analyzed with simple and partial correlations, multiple regressions, and structural modeling.

Findings

Following the literature on the merits of Holbrook’s value typology, results are presented in three concatenated phases: validation of Holbrook’s eight value scales corresponding to his eight value types; interrelationships between these value types showing a predominance of the extrinsic-intrinsic and self-other dimensions; and construction of six indices based on the 2×2×2 matrix (self, other, extrinsic, intrinsic, active, and reactive) and a value index as a higher-order representation. The results support Holbrook’s typology, thereby supporting construct validity for the multidimensional scales.

Research limitations/implications

Implications for further conceptual research on value are presented. Meanwhile, the empirical study is context-specific, i.e. related to a hospitality experience.

Originality/value

Although Holbrook’s typology has gained widespread attention, to the best of the authors’ knowledge, no previous research has tested all eight value types simultaneously in the same empirical work.

Details

Journal of Service Management, vol. 28 no. 4
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 31 January 2020

Raquel Sánchez-Fernández, Martina G. Gallarza and Francisco Arteaga

The purpose of this paper is to examine the dynamic nature of consumer value by proposing a causal model that shows the existence of sequentiality in value dimensions and…

Abstract

Purpose

The purpose of this paper is to examine the dynamic nature of consumer value by proposing a causal model that shows the existence of sequentiality in value dimensions and in their influence on satisfaction and loyalty. The paper focuses on intrinsic dimensions of value (play, aesthetics, ethics and escapism), which are fully experiential, and therefore less studied in the literature.

Design/methodology/approach

The conceptual model proposed was empirically tested in tourist hotel accommodations. Data were collected through a structured questionnaire, analyzing the experiences of 285 hotel guests with structural equation modeling-partial least squares.

Findings

The results reveal that the reactive dimensions of value (aesthetics and escapism) influence the active ones (play and ethics), which in turn affect consumers’ satisfaction and loyalty.

Research limitations/implications

This paper is exploratory and focuses on the intrinsic dimensions of value. Future research should consider the entire extrinsic/intrinsic value duality. This paper is based on a convenience sample consisting solely of hotel accommodation. Further studies based on a random sample and on other hospitality contexts would be required to generalize the results.

Practical implications

This paper can help hotel managers to understand the role and importance of each intrinsic dimension of value to successfully implement their relationship marketing strategies, defined by the chain value-satisfaction-loyalty.

Originality/value

This paper depicts the dynamic nature of value, with concatenated (and not simultaneous) effects of value dimensions on satisfaction and loyalty, which supports research in value co-creation.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 11 April 2016

Martina G. Gallarza, Francisco Arteaga-Moreno, Giacomo Del Chiappa and Irene Gil-Saura

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…

2573

Abstract

Purpose

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.

Design/methodology/approach

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).

Findings

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.

Research limitations/implications

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

Practical implications

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

Originality/value

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.

Details

Journal of Services Marketing, vol. 30 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 5 February 2020

Martina G. Gallarza and Irene Gil Saura

Consumer value (CV) is endemic to marketing, and therefore, it is a crucial notion to understand the evolution of tourism research. This paper aims to review the main…

Abstract

Purpose

Consumer value (CV) is endemic to marketing, and therefore, it is a crucial notion to understand the evolution of tourism research. This paper aims to review the main achievements made on CV in tourism and hospitality literature and also the shortcomings and propose avenues for future research on tourism through the lens of CV.

Design/methodology/approach

Through relevant citations from 1975 to 2020, a figure describes diachronically the role of CV in different paradigm flaws, both pre and post digitization: experiential consumption in the 1980s, service quality-satisfaction discussion in early 1990s, customer relationship in late 1990s and Service Dominant Logic in 2000s and beyond.

Findings

Tourism services have been preferred fields for inquiry on CV, helping to describe the idiosyncrasy of nearly all tourism consumption settings. Although there is not a clear picture on the number and nature of value dimensions (intra-variable perspective), nor in the direct and indirect effects on the quality-value-satisfaction-loyalty chain (inter-variable), new CV frameworks favor ecosystems of value (different stakeholders, different times and places and mixed motivations) in more comprehensive models.

Originality/value

This paper depicts how CV has contributed to tourism development as a behavioral science through the past 75 years. Moreover, it preconizes that CV is still a valid construct to address all new challenges of human beings as tourists, either online or offline, by enlightening phenomena such as e-value co-creation, over-tourism, peer-to-peer consumption and the power of tourism transformative value.

Details

Tourism Review, vol. 75 no. 1
Type: Research Article
ISSN: 1660-5373

Keywords

Article
Publication date: 4 February 2019

Martina G. Gallarza, Teresa Fayos, Rosa Currás, David Servera and Francisco Arteaga

Since universities adopted a “Student as Customer” approach, student consumer behavior is a field of study which has become crucial. In the European higher education area…

Abstract

Purpose

Since universities adopted a “Student as Customer” approach, student consumer behavior is a field of study which has become crucial. In the European higher education area, more understanding is needed on International students, and more precisely on Erasmus students. The purpose of this paper is to validate a multidimensional scale to assess Erasmus students’ value expectations (i.e. expected value) on the basis of costs and benefits in their choices as consumers of an academic experience abroad.

Design/methodology/approach

A survey conducted on a sample of 192 students from 50 universities show the role of functional, social and emotional values along with costs of time and effort in the perceived value of an Erasmus experience.

Findings

After validating the five scales, the results show that social and emotional are the aspects were students’ expected value dimensions are the highest, as the Erasmus experience is expected to enrich their studies and enable them to boost their self-confidence, while functionally helping them to find a job in the future. Concerning the sacrifices, the Erasmus experience has a high cost with regard to effort, time and energy, but students are willing to go through it: an Erasmus stay is seen as a good investment, whose benefits will be reaped in the long run.

Originality/value

The contribution of this paper comes from the scope and the target: a multidimensional trade-off approach to the expected value of the Erasmus experience. Other works have already depicted the educational experience through the value concept, but none, to the best of the authors’ knowledge, has measured expected value on the pre-purchase phase for Erasmus students.

Details

International Journal of Educational Management, vol. 33 no. 2
Type: Research Article
ISSN: 0951-354X

Keywords

Article
Publication date: 12 April 2021

Vicente Sales-Vivó, Irene Gil-Saura and Martina G. Gallarza

This paper addresses both conceptual and empirical value co-creation and relationship quality in a triadic approach for a B2B industrial context by 1) reviewing the…

Abstract

Purpose

This paper addresses both conceptual and empirical value co-creation and relationship quality in a triadic approach for a B2B industrial context by 1) reviewing the relationship quality concept when social and economic satisfaction are addressed separately and 2) testing alternative models of relationship quality and economic satisfaction when value co-creation is introduced.

Design/methodology/approach

Two alternative models are developed where relationship quality is conceptualized as a higher-order multi-dimensional construct with three sub-factors: trust, commitment and social satisfaction. Data on the B2B relationship were collected from 77 partaking firms in the Spanish Furniture Market Observatory business panel, covering the manufacturer-retailer and manufacturer-supplier relationships for control and comparison purposes.

Findings

Using PLS-SEM, results reflect that social and economic satisfaction act differently in the B2B relationship. The effect of relationship quality on economic satisfaction is greater when value co-creation is introduced as a mediating variable, although this mediation is partial. Moreover, the mediating effect is greater in the manufacturer-supplier relationship than in the manufacturer-retailer one.

Originality/value

The paper reduces the conceptual gap between value exchanges in B2C and B2B contexts. It also introduces a less-common triadic approach along the supply chain for B2B industrial relationships. Evidence is provided on the importance of social satisfaction as an affective dimension of relationship quality and on the mediating role of value co-creation between relationship quality and economic satisfaction.

Details

International Journal of Retail & Distribution Management, vol. 49 no. 7
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 1 January 2004

Haydeé Calderón García, Irene Gil Saura, Roberto Carmelo Pons García and Martina G. Gallarza

The research steam on tourism destination image, begun in the late 1960s, has been essentially operational in its approach, and only occasionally strategic. Aspects…

1197

Abstract

The research steam on tourism destination image, begun in the late 1960s, has been essentially operational in its approach, and only occasionally strategic. Aspects relating to the image of tourism destinations still constitute a relatively unexplored line of research. This paper, first establishes specific conceptual and methodological approaches, to enable us to rigorously study and evaluate the image of what we understand as a tourism destination characterized by “sun and beach”. It then applies this methodological proposition to a number of destinations in the Caribbean, focusing on the case of Cuba from an important tourist‐origin market for this destination, Spain.

Details

Tourism Review, vol. 59 no. 1
Type: Research Article
ISSN: 1660-5373

Keywords

Article
Publication date: 31 March 2020

Gloria Berenguer-Contrí, Martina G. Gallarza, Maria-Eugenia Ruiz-Molina and Irene Gil-Saura

The purpose of this paper is to describe the way in which B-to-B relationships are built, based on commitment and trust affecting value co-creation (VcC) and resulting in…

Abstract

Purpose

The purpose of this paper is to describe the way in which B-to-B relationships are built, based on commitment and trust affecting value co-creation (VcC) and resulting in greater or lesser economic and social satisfaction and the manager’s perception of the delivered value (business customer value) moderating these effects.

Design/methodology/approach

Through a means-end approach, a causal model is estimated with PLS using a sample of 268 hotel managers who rate their relationship with their main partner (travel agency or booking center) in Spain.

Findings

VcC is a) dynamic because it is episodic, where VcC is a mediator between the trust–commitment relationship and two types of satisfaction (economic and social) and b) synergetic, because when the hotel delivers higher levels of business customer value, the effects in the linkages of VcC–satisfaction(s) are intensified. These effects are not significantly different on economic versus social satisfaction.

Research limitations/implications

The empirical paper collects the perception of a single partner (hotel managers) in a single setting (hotels in Spain). The moderating role of business customer value on the VcC–satisfaction(s) relationship should be further analyzed. The paper contributes to the growing literature on B-to-B VcC by translating empirically the theoretical richness of the VcC concept as being dynamic and synergetic.

Originality/value

This paper adds quantitative evidence to theoretical assumptions on VcC as dynamic and synergetic. The quantitative modelling proves VcC as a true mediator, in a chain of variables in a B-to-B setting.

Details

Journal of Business & Industrial Marketing, vol. 35 no. 7
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 16 May 2016

Martina G. Gallarza, Maria Eugenia Ruiz-Molina and Irene Gil-Saura

Consensus on how value dimensions are drivers of overall perceived value is a widespread reality in consumer behaviour literature. But scanty research has been done on…

3004

Abstract

Purpose

Consensus on how value dimensions are drivers of overall perceived value is a widespread reality in consumer behaviour literature. But scanty research has been done on which of these value dimensions best predict customer loyalty. The purpose of this paper is to propose a causal model that examines how PERVAL dimensions of value affect customers’ loyalty, through both cognitive and affective satisfaction.

Design/methodology/approach

The model is tested on a sample of 820 Spanish retail customers and the findings suggest that product quality and value for money (cognitive) impact customer loyalty through emotional and social value (affective), with significant direct and indirect effects through both cognitive and affective satisfaction.

Findings

Notably, the results highlight the mediating role of shoppers’ emotional and social value on the linkages between satisfaction and loyalty. Therefore, this study has proved the embedded impact of value dimensions on overall satisfaction and behavioural intentions in a cognitive-affective-behavioural framework.

Practical implications

Managerially, retailers who intend to build long-term relationships with their customers will benefit by investing in emotional factors along with cognitive factors, on the assumption that cognitive factors lead to emotional factors, and that both affect loyalty to the service provider through cognitive and affective satisfaction.

Originality/value

This work can be said to have made two substantial contributions to previous literature. First, the old but constantly renewed dichotomy between utilitarian and hedonic attributes in retailing has emerged in the work, in the sense that different value dimensions (two utilitarian, one hedonic and one social) have been proved to be differently related to customer satisfaction (both cognitive and affective), and indirectly to customer loyalty. And second, this work has also proved the existence of a chain of effects between value dimensions: product quality and value for money to emotional value, and this to social value.

Details

Management Decision, vol. 54 no. 4
Type: Research Article
ISSN: 0025-1747

Keywords

Book part
Publication date: 29 November 2018

Martina G. Gallarza and Nerea de Diego Velasco

In marketing literature, notions of experience and consumer value have continuously been revisited since early works in the 1980s. This chapter deals with how tourism…

Abstract

In marketing literature, notions of experience and consumer value have continuously been revisited since early works in the 1980s. This chapter deals with how tourism services are a paradigmatic realm for the analysis and application of the experiential approach by (a) providing evidence of the idiosyncrasy of the experiential approach for tourism services based on their high subjectivity, the relevance of emotions and sensations, their aggregated nature and the many interactions and contexts they provoke, and (b) reviewing previous works applying the experiential perspective to tourism, which are varied and multifaceted. Dimensions of tourism experiential value correspond to cognitive, affective, relational and sensorial aspects, which are present in the various phases of the tourism consumption process. Insights for both researchers and practitioners interested in the world of experiences in tourism are offered, as well as future lines of research to continue the challenge of studying tourism experiences.

Details

Tourism Planning and Destination Marketing
Type: Book
ISBN: 978-1-78756-292-9

Keywords

1 – 10 of 25