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    • Enhancing Singapore travel agencies' customer loyalty: an empirical investigation of customers' behavioural intentions and zones of tolerance.

    Author(s) : Lobo, A. ;  Maritz, A. ;  Mehta, S.

    Author Affiliation : Marketing and International Studies, Swinburne University of Technology, Faculty of Business and Enterprise, John Street, Hawthorn, VIC-3122, Australia.

    Author Email : alobo@swin.edu.au

    Journal article : International Journal of Tourism Research 2007 Vol.9 No.6 pp.485-495 ref.32

    Abstract : The services marketing literature focuses on the measurement of service qualityservice qualitySubject Category: Properties
    see more details     and its impact and consequences on businesses. Set in the context of the travel retail agency in SingaporesingaporeSubject Category: Geographic Entities
    see more details    , this study focuses on the relationship between service quality and favourable behavioural intentions. The findings revealed that improving service quality can increase favourable behavioural intentions. However, service improvements that exceed customers' minimum-service threshold and those that exceed customers' desired-service level were found to have mixed effect on behavioural intentions. Hence travel agencies must carefully determine the behavioural intentions they wish to foster amongst their various customers and develop service quality strategies in line with the findings of this study.

    ISSN : 1099-2340

    DOI : 10.1002/jtr.619

    Record Number : 20073292498

    Publisher : John Wiley & Sons

    Location of publication : Chichester

    Country of publication : UK

    Language of text : English

    Indexing terms for this abstract:

    Descriptor(s) : behaviourbehaviourSubject Category: Miscellaneous
    see more details    , consumer behaviourconsumer behaviourSubject Category: Miscellaneous
    see more details    , consumer satisfactionconsumer satisfactionSubject Category: Miscellaneous
    see more details    , service qualityservice qualitySubject Category: Properties
    see more details    , travel agentstravel agentsSubject Category: Disciplines, Occupations and Industries
    see more details

    Identifier(s) : behaviorbehaviorSubject Category: Miscellaneous
    see more details    , consumer behaviorconsumer behaviorSubject Category: Miscellaneous
    see more details

    Geographical Location(s) : SingaporesingaporeSubject Category: Geographic Entities
    see more details

    Broader term(s) : APEC countriesapec countriesSubject Category: Institutions and Organisations
    see more details    , ASEAN Countriesasean countriesSubject Category: Institutions and Organisations
    see more details    , Commonwealth of Nationscommonwealth of nationsSubject Category: Institutions and Organisations
    see more details    , Developing Countriesdeveloping countriesSubject Category: Miscellaneous
    see more details    , South East Asiasouth east asiaSubject Category: Geographic Entities
    see more details    , AsiaasiaSubject Category: Geographic Entities
    see more details    , Threshold Countriesthreshold countriesSubject Category: Miscellaneous
    see more details

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