Metrika

  • citati u SCIndeksu: [3]
  • citati u CrossRef-u:[2]
  • citati u Google Scholaru:[]
  • posete u poslednjih 30 dana:63
  • preuzimanja u poslednjih 30 dana:10

Sadržaj

članak: 1 od 1  
2020, vol. 8, br. 1, str. 49-58
Višedimenzionalni pristup analizi percipirane vrednosti u turizmu
Univerzitet u Kragujevcu, Ekonomski fakultet

e-adresatopalovicsneza@gmail.com
Ključne reči: percipirana vrednost; dimenzije vrednosti; višedimenzionalni model; turistička preduzeća; satisfakcija korisnika
Sažetak
Ključ za ostvarenje poslovnih ciljeva bazira se na shvatanju i razumevanju načina kako potrošači percipiraju uslužnu ponudu i na istraživanju elemenata koji determinišu satisfakciju i lojalnost korisnika usluga. Savremena turistička preduzeća moraju se fokusirati na stvaranje i isporuku vrednosti za svoje korisnike usluga kao značajnom izvoru konkurentske prednosti. Cilj rada je identifikacija dimenzija vrednosti uslužne ponude turističkih agencija kod kojih se javljaju značajne razlike u ocenama ispitanika ženskog i muškog pola. Da bi se ispunili ciljevi istraživanja, korišćen je t-test za dva nezavisna uzorka. Sprovedeno je terensko istraživanje i primarni podaci su prikupljeni metodom ankete. Ovaj rad nastoji da ukaže da je vrednost za korisnike usluga složen i višedimenzionalan koncept. Turističke usluge se mogu bolje shvatiti i razumeti ako se analiziraju kroz višedimenzionalan pristup vrednosti, jer korisnici turističkih usluga mogu u isto vreme doživeti i uživati u funkcionalnim, društvenim, emotivnim i drugim faktorima. U radu su prikazani različiti pristupi analizi percipirane vrednosti koji su prisutni u svetskoj marketing literaturi i koji predstavljaju osnovu za koncipiranje budućih istraživanja.
Reference
Ambroso, O. (2001) Customer relationship marketing. Italia: Etas
Babin, B.J., Kim, K. (2001) International students travel behavior: A model of the travel-related consumer/dissatisfaction process. Journal of Travel and Tourism Marketing, 10(1), 93-106
Babin, B.J., Darden, W.R., Griffin, M. (1994) Work and/or fun: Measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20(4), 644-656
Barry, J.B., Eric, G.H. (2012) Ponašanje potrošača [Consumer behavior]. Beograd: Data Status
Bergami, M., Bagozzi, R.P. (2000) Self-categorization, affective commitment and group self-esteem as distinct aspects of social identity in the organization. British Journal of Social Psychology, 39(4), 555-577
Bolton, R.N., Kannan, P.K., Bramlett, M.D. (2000) Implications of loyalty program membership and service experiences for customer retention and value. Journal of the Academy of Marketing Science, 28(1), 95-108
Bolton, R.N., Drew, J.H. (1991) A multistage model of customers' assessments of service quality and value. Journal of Consumer Research, 17(4), 375-384
Feng, R., Morrison, A.M. (2007) Quality and value network marketing travel clubs. Annals of Tourism Research, 34(3), 588-609
Floh, A., Zauner, A., Koller, M., Rusch, T. (2014) Customer segmentation using unobserved heterogeneity in the perceived-value-loyalty-intentions link. Journal of Business Research, 67(5), 974-982
Gallarza, M.G., Gil, I. (2008) The concept of value and its dimensions: A tool for analysing tourism experiences. Tourism Review, 63(3), 4-20
Gallarza, M.G., Ruiz-Molina, M.E., Gil-Saura, I. (2016) Stretching the value-satisfaction-loyalty chain by adding value dimensions and cognitive and affective satisfactions. Management Decision, 54(4), 981-1003
Gummesson, E. (2008) Total relationship marketing. Amsterdam: Routledge
Gupta, S., Lehmann, D. (2006) Managing customers as investments. New Jersey: Pearson Education
Holbrook, M. (1999) Consumer value: A framework for analysis and research. London: Routledge
Hu, H., Kandampully, J., Juwaheer, T.D. (2009) Relationships and impacts of service quality, perceived value, customer satisfaction, and image: An empirical study. Service Industries Journal, 29(2), 111-122
Keränen, J., Jalkala, A. (2013) Towards a framework of customer value assessment in B2B markets: An exploratory study. Industrial Marketing Management, 42(8), 1307-1317
Leroi-Werelds, S., Streukens, S., Brady, M.K., Swinnen, G. (2014) Assessing the value of commonly used methods for measuring customer value: A multi-setting empirical study. Journal of the Academy of Marketing Science, 42(4), 430-451
Lim, H., Widdows, R., Park, J. (2006) M-loyalty: Winning strategies for mobile carriers. Journal of Consumer Marketing, 23(4), 208-218
Lindgreen, A., Wynstra, F. (2005) Value in business markets: What do we know? Where are we going?. Industrial Marketing Management, 34(7), 732-748
Luo, Y., Wang, W., Sakura, W. (2019) Factors affecting service innovation, customer value toward customer satisfaction: Case on health care industry. Revista de Cercetare si Interventie Sociala, 64, 213-222
Maričić, B., Đorđević, A. (2012) Kreiranje i isporučivanje vrednosti potrošačima [Creating and delivering value to consumers]. Beograd: CID, Ekonomski fakultet
Nasution, H.N., Mavondo, F.T. (2008) Customer value in the hotel industry: What managers believe they deliver and what customer experience. International Journal of Hospitality Management, 27(2), 204-213
Petrick, J.F. (2002) Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 34(2), 119-134
Roig, J.C.F., Garcia, J.S., Tena, M.A.M. (2009) Perceived value and customer loyalty in financial services. Service Industries Journal, 29(6), 775-789
Sánchez, J., Callarisa, L., Rodríguez, R.M., Moliner, M.A. (2006) Perceived value of the purchase of a tourism product. Tourism Management, 27(3), 394-409
Sweeney, J.C., Soutar, G.N. (2001) Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220
Tan, L., Xu, S. (2015) Research on the mode of enterprise service innovation in micro era. International Journal of uand e-Service, Science and Technology, 8(11), 199-210
Voss, C., Roth, A.V., Chase, R.B. (2008) Experience, service operations strategy, and services as destinations: Foundations and exploratory investigation. Production and Operations Management, 17(3), 247-266
Walter, D. (2006) Demand chain effectiveness -supply chain efficiencies: A role for enterprise information management. Journal of Enterprise Information Management, 19(3), 246-261
Wathne, K.H., Biong, H., Heide, J.B. (2001) Choice of supplier in embedded markets: Relationship and marketing program effects. Journal of Marketing, 65(2), 54-66
Williams, P., Soutar, G., Ashill, N., Naumann, E. (2017) Value drivers and adventure tourism: A comparative analysis of Japanese and Western consumers. Journal of Service Theory and Practice, 27(1), 102-122
Woodruff, R.B. (1997) Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139-153
 

O članku

jezik rada: engleski
vrsta rada: izvorni naučni članak
DOI: 10.5937/menhottur2001049T
objavljen u SCIndeksu: 02.07.2020.