{"id":"https://openalex.org/W2441861997","doi":"https://doi.org/10.1166/asl.2015.6133","title":"Efficiency or Inefficiency of Customer Satisfaction as One of the Main Antecedents of Customer Loyalty in Tourism and Hospitality Industry","display_name":"Efficiency or Inefficiency of Customer Satisfaction as One of the Main Antecedents of Customer Loyalty in Tourism and Hospitality Industry","publication_year":2015,"publication_date":"2015-06-01","ids":{"openalex":"https://openalex.org/W2441861997","doi":"https://doi.org/10.1166/asl.2015.6133","mag":"2441861997"},"language":"en","primary_location":{"id":"doi:10.1166/asl.2015.6133","doi":"https://doi.org/10.1166/asl.2015.6133","is_oa":false,"landing_page_url":"https://doi.org/10.1166/asl.2015.6133","pdf_url":null,"source":{"id":"https://openalex.org/S73201230","display_name":"Advanced Science Letters","issn_l":"1936-6612","issn":["1936-6612","1936-7317"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310321646","host_organization_name":"American Scientific Publishers","host_organization_lineage":["https://openalex.org/P4310321646"],"host_organization_lineage_names":["American Scientific Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Advanced Science Letters","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5043032253","display_name":"Rasoul Asgarpour","orcid":"https://orcid.org/0000-0002-6711-6804","observed_orcids":["https://orcid.org/0000-0002-6711-6804"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Rasoul Asgarpour","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5036891437","display_name":"Abu Bakar Abdul Hamid","orcid":"https://orcid.org/0000-0001-6872-2921","observed_orcids":["https://orcid.org/0000-0001-6872-2921","https://orcid.org/0009-0007-5177-8145"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Abu Bakar Abdul Hamid","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5041630830","display_name":"Zuraidah Sulaiman","orcid":"https://orcid.org/0000-0002-6106-2091","observed_orcids":["https://orcid.org/0000-0002-6106-2091"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Zuraidah Binti Sulaiman","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":null,"display_name":"Ali A. Asgari","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Ali A. Asgari","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.9274,"has_fulltext":false,"cited_by_count":7,"citation_normalized_percentile":{"value":0.89928708,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":87,"max":95},"biblio":{"volume":"21","issue":"6","first_page":"1842","last_page":"1844"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10055","display_name":"Diverse Aspects of Tourism Research","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/tourism-industry","display_name":"tourism industry","score":0.6660000085830688},{"id":"https://openalex.org/keywords/hospitality-industry","display_name":"hospitality industry","score":1.0},{"id":"https://openalex.org/keywords/word-of-mouth","display_name":"word of mouth","score":0.7210000157356262},{"id":"https://openalex.org/keywords/customer-expectations","display_name":"customer expectations","score":0.7260000109672546},{"id":"https://openalex.org/keywords/competitive-advantage","display_name":"competitive advantage","score":0.7580000162124634},{"id":"https://openalex.org/keywords/long-term-customer-relationships","display_name":"long-term customer relationships","score":0.8659999966621399}],"concepts":[{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.8071458339691162},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7925167679786682},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.7415033578872681},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.7222747802734375},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.7099117636680603},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7011674642562866},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6961146593093872},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6529503464698792},{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.6382678151130676},{"id":"https://openalex.org/C2778869765","wikidata":"https://www.wikidata.org/wiki/Q6028363","display_name":"Inefficiency","level":2,"score":0.6074134707450867},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.5754943490028381},{"id":"https://openalex.org/C53878828","wikidata":"https://www.wikidata.org/wiki/Q5196468","display_name":"Customer profitability","level":5,"score":0.46946942806243896},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.32773804664611816},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.11070272326469421},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.10437095165252686},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.08427798748016357}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1166/asl.2015.6133","doi":"https://doi.org/10.1166/asl.2015.6133","is_oa":false,"landing_page_url":"https://doi.org/10.1166/asl.2015.6133","pdf_url":null,"source":{"id":"https://openalex.org/S73201230","display_name":"Advanced Science Letters","issn_l":"1936-6612","issn":["1936-6612","1936-7317"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310321646","host_organization_name":"American Scientific Publishers","host_organization_lineage":["https://openalex.org/P4310321646"],"host_organization_lineage_names":["American Scientific Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Advanced Science Letters","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2373894796","https://openalex.org/W2023895512","https://openalex.org/W7113681620","https://openalex.org/W2114177420","https://openalex.org/W2298630021","https://openalex.org/W2374752991","https://openalex.org/W169372789","https://openalex.org/W2185313545","https://openalex.org/W2040418450","https://openalex.org/W2353379537"],"abstract_inverted_index":{"The":[0,53],"purpose":[1],"of":[2,15,19,29,72,79,86,110,118,144,196],"this":[3,44,51,216],"paper":[4,23,208],"is":[5,48,100,141,173,209,238],"to":[6,25,34,61,69,83,92,128,135,211,215],"have":[7],"an":[8],"overview":[9],"on":[10,40,106],"customer":[11,20,30,41,74,80,87,94,111,122,187,197,219],"satisfaction":[12,31,81,88,99,112,123,140,176,188,198],"as":[13,33,127,242],"one":[14],"the":[16,27,62,246],"main":[17],"antecedents":[18],"loyalty.":[21,42],"This":[22,207],"attempts":[24],"discuss":[26],"role":[28],"so":[32,126],"highlight":[35],"its":[36,190,250],"efficiency":[37,107],"and":[38,64,77,108,116,189,244],"inefficiency":[39,78,85,109,195],"In":[43],"sense,":[45],"following":[46],"problem":[47,54],"addressed":[49,137],"by":[50,102],"study.":[52],"is;":[55],"satisfied":[56],"customers":[57,150,169],"may":[58],"not":[59,200,222],"return":[60],"firm":[63,247],"spread":[65],"positive":[66],"word-of-mouth":[67],"communications":[68],"others":[70],"despite":[71],"having":[73,178],"satisfaction.":[75,155],"Efficiency":[76],"discussed":[82,101,125],"bold":[84],"alone":[89],"in":[90,96],"order":[91],"gain":[93],"loyalty":[95,220],"long-run.":[97],"Customer":[98,139],"offering":[103],"a":[104,132,142,239],"review":[105],"critically.":[113],"Therefore,":[114],"pros":[115],"cons":[117],"previous":[119],"studies":[120],"regarding":[121],"are":[124,151,170],"come":[129],"out":[130],"with":[131,164,181,226],"conceptual":[133],"idea":[134],"solve":[136],"problem.":[138],"result":[143],"meeting":[145],"customer's":[146,235],"expectations,":[147],"while":[148],"informed":[149],"looking":[152,171],"for":[153,158,172,177],"beyond":[154,234],"They":[156],"look":[157],"new":[159],"experiences":[160],"from":[161,249],"their":[162,228],"interaction":[163],"sellers.":[165],"It":[166],"means":[167],"what":[168],"more":[174],"than":[175],"long-term":[179],"relationship":[180],"firms.":[182],"Much":[183],"information":[184],"exists":[185],"about":[186],"advantages,":[191],"whereas,":[192],"shortage":[193],"or":[194],"has":[199],"been":[201],"considered":[202],"enough":[203],"over":[204],"last":[205],"years.":[206],"going":[210],"take":[212],"practitioners":[213],"attention":[214],"point":[217],"that":[218],"will":[221],"be":[223],"gained":[224],"just":[225],"satisfying":[227],"customer.":[229],"Practitioners":[230],"should":[231],"offer":[232],"something":[233],"expectation":[236],"which":[237],"competitive":[240],"advantage":[241],"well":[243],"make":[245],"distinct":[248],"competitors.":[251]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2021,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1}],"updated_date":"2026-11-10T11:39:43.021295","created_date":"2016-06-24T00:00:00"}
