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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.

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.

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.

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.

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.

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.

The purpose of this paper is to examine a multidimensional model of customer perceived value (CPV), customer satisfaction (CS) and loyalty from internet subscribers’ perspectives.

In total, 1,297 out of 2,000 online surveys were valid for the analysis. Confirmatory factor analyses were performed to assess the research constructs’ unidimensionality, validity and composite reliability. Structural path analysis was used to test the hypothesized relationships of the research model.

CPV positively affects functional and technical satisfaction as well as cognitive loyalty. Functional satisfaction positively affects technical satisfaction and attitudinal loyalty. Attitudinal loyalty positively affects cognitive and behavioral loyalty, and the latter positively affects cognitive loyalty. In total, 53 percent of variation in cognitive loyalty was caused by behavioral, attitudinal loyalty and perceived value path.

Future research could investigate other outcomes of CS dimensions, such as customer lifetime value, customer retention, profitability, return on investment and market share, and their effects on customer loyalty (CL). Future research can also examine the effect of other dimensions of perceived customer value on CS and loyalty dimensions simultaneously. Other future research areas are also outlined.

CPV acts as a cornerstone to developing a successful multidimensional program of CL through functional and technical satisfactions. Marketing directors need to focus on building CL schemes and strategies that should take into consideration the long-term and short-term loyalty.

Theoretically, using an intervariable perspective, this paper has responded to important calls for conducting research on the chain of perceived value, CS and loyalty chain. Practically, this paper is the first empirical research devoted to developing an intervariable approach to the chain of perceived value, CS and loyalty in the internet service market.

This paper seeks to explore the performance of UK hotels, in terms of various service attributes, and whether it influences customers' intention to stay again.

Data are used from online customer ratings of 664 hotels in the UK for the purpose. The approach is based on an interesting use of statistical regression reported in the literature that attempted to classify different cues in hotels as critical, satisfier, dissatisfier, etc. In this study, six prominent attributes are considered, namely: customer service, cleanliness, room quality, value for money, quality of food, and family friendliness, rated by guests, based on their experiences of staying in hotels.

The findings reveal that “Value for money” is a critical attribute, while “Customer service”, “Room quality” and “Quality of food” are dissatisfiers. Business guests, and guests of independent hotels, exhibit similar behavior, but for leisure guests, and guests of chain hotels, “Value for money” is a dissatisfier.

“Value for money” is a critical attribute, in that good performance, in terms of this attribute, is critical for positively influencing guests' intention to stay again; however, failures in terms of this attribute cannot be compensated by improving service in terms of other attributes. There are three dissatisfier attributes (“Customer service”, “Room quality”, and “Quality of food”), implying that an inadequate performance in terms of these attributes could significantly adversely impact guests' intention to stay again.

This study would appear to be the first to use the extensive data available on the internet on guest ratings of hotels.

Live streaming commerce enhances shopping experience and reduces uncertainty. However, with increasingly fierce competitions, it has become a challenging task for live streaming commerce platforms to retain existing customers. The purpose of this study to explore factors affecting customers’ stickiness intention toward live streaming commerce platforms.

A research model was developed by modifying e-commerce system success model (ES success model) based on the context of live streaming commerce and meanwhile integrating serendipity and flow into the model. Using the data collected from 380 customers who have live streaming shopping experience, the established model was empirically assessed by partial least squares based structural equation model.

The results show that vividness, real-time interaction and diagnosticity are antecedents of perceived value and customer satisfaction toward a live streaming commerce platform which in turn influence customers’ stickiness intention. Besides, as new factors introducing into the ES success model, serendipity and flow are two important motivators of satisfaction and stickiness.

This study establishes a well-organized framework to understand the mechanism regarding why customers stick with a live streaming commerce platform. It provides a socio-technical approach to analyze how the stickiness intention can be influenced.

Using data from online guest ratings, the purpose of this paper is to explore how the performance of hotels in terms of various criteria influences loyalty behavior of customers.

Ratings of 333 hotels in the UK were collected from the web site www.laterooms.com and statistical analysis performed.

The criterion related to marketing management (Value for money) was found to be the most important criterion influencing loyalty behavior of customers in UK hotels. Further, it was found that good performance of hotels in terms of physical‐product management can significantly influence the intentions of business guests to stay again, whereas leisure guests expect good performance both in terms of physical‐product management and people and process management. While guests of independent hotels value performance in terms of people and process management, guests of chain hotels value both physical‐product management and people and process management. Finally, it was found that the significance of criteria related to physical‐product management and people and process management generally varies across star ratings.

Expectations of guests have been found to be quite different across various categories – star classifications, chain and independent hotels, and leisure and business guests. This implies that a general solution may not satisfy guests belonging to all these categories. For example, business and leisure guests perceive facilities differently and hence hotel managers need to provide different kinds of services to satisfy them. Similarly, the finding that business guests attach higher importance to criteria related to physical‐property management, in deciding their intention to stay again in the UK hotels, compared to people and process management, has interesting practical implications. This indicates that good performance of hotels in maintaining room quality and cleanliness can significantly influence the intentions of business guests to stay again.

This is one of the first studies to statistically analyze online guest ratings. It extends the applicability of the frameworks developed in the earlier literature by employing them with the new data source (online ratings).

In this paper, the authors aim to examine the impact of resource capabilities on customer loyalty of UK hotels. Understanding this impact will help organisations to improve customer satisfaction in order to obtain improved customer loyalty.

The authors use a relatively innovative data source, namely online ratings. They measure resource capabilities of a firm using customer ratings in terms of various operational criteria. Similarly, customer loyalty is measured using guests ' ratings on their intention to use the same service (stay again in the same hotel) and their intention to recommend the service to friends. The authors employ structural equation modelling to test research hypotheses.

The authors ' results indicate that there is a significant positive influence of resource capabilities on customer loyalty. They further find that the significant influence of resource capabilities on customer loyalty does not differ across hotels with various star ratings.

The authors looked at the online guest ratings available on a particular website, but it is only one of the many websites offering online hotel reservations, and not all customers that made hotel reservations using this e-booking facility would be inclined to leave feedback after their stay in the hotel. This limitation can be partially overcome by pooling similar data from a number of online hotel booking sites.

The most important managerial implication is that good resource capabilities of firms translate well into customer loyalty. Thus, managers should ensure good performance in terms of various hotel attributes – cleanliness, quality of room, facilities, and customer service – and also ensure that customers perceive good value for their money while staying in the hotel.

The authors applied structural modelling framework to verify the resource capability – performance link in the context of hotels. They used a relatively novel data source – online guest ratings of hotels – to understand the relationships between resource capabilities and customer loyalty.

This paper aims to examine the impact of service encounter quality within a service evaluation model. The conceptual model seeks to incorporate the following constructs: service encounter quality, service quality, customer satisfaction, perceived value, loyalty to the firm and loyalty to the employees.

A conceptual model was developed based on a comprehensive literature review. A questionnaire was developed with item measures that captures the constructs in the conceptual model. A survey of business customers was undertaken, and a response rate of 18.6 per cent was obtained. The data are analysed via confirmatory factor analysis and structural equation modelling.

Service encounter quality is directly related to customer satisfaction and service quality perceptions, and indirectly to perceived value and loyalty. The paper offers insights into the specifics of business‐to‐business service dynamics by examining the role of service quality, satisfaction, value on loyalty to both employees of the firm and the firm itself. It demonstrates how firms may be able to contribute to the achievement of organisational objectives through careful and creative management of the service encounter.

Research examining the role that service encounter quality plays within service evaluation models is scarce. Moreover, most service evaluation models are operationalised within a retail customer context. The paper addresses both these shortcomings, by examining a comprehensive service evaluation model which incorporates service encounter quality within a business‐to‐business context.

This paper aims to facilitate an immediate immersion of academic literature in the timeshare/vacation ownership industry. Through a synthesis of 92 articles published in academic journals over the past 40 years, the authors demonstrate the breadth of the current research. Topical areas, methodologies and findings are presented, as well as opportunities for further investigation. This paper also provides the reader with a robust consolidation of literature in a tabular form to include authors, publication dates, sources and titles.

Through a comprehensive search of multiple academic research databases, university catalogues and references of existing literature and conference proceedings, the authors compiled a review of timeshare research with the aim of classifying the various components and issues that have been examined to date.

The timeshare segment of the greater lodging industry is unique due to its real estate ownership component, complex management characteristics and regulatory environment. The unique nature appeals to researchers and provides an opportunity for investigation of generally accepted theories and principles. The literature follows industry advances in the segment, with the majority of research focused on sales and marketing practices, and resort services and operations. An abundance of future research opportunities is identified in the literature, to which only a few have been addressed.

A synthesis of timeshare literature has not been published to date, either in hospitality literature or in other fields of study, i.e. real estate. Therefore, the authors provide a foundation for researchers, academics and students to utilize in further study and investigation.