{"id":"https://openalex.org/W2808518154","doi":"https://doi.org/10.4102/sajbm.v49i1.7","title":"The perceived value and perceived benefits experienced by customers using travel agents","display_name":"The perceived value and perceived benefits experienced by customers using travel agents","publication_year":2018,"publication_date":"2018-06-11","ids":{"openalex":"https://openalex.org/W2808518154","doi":"https://doi.org/10.4102/sajbm.v49i1.7","mag":"2808518154"},"language":"en","primary_location":{"id":"doi:10.4102/sajbm.v49i1.7","doi":"https://doi.org/10.4102/sajbm.v49i1.7","is_oa":true,"landing_page_url":"https://doi.org/10.4102/sajbm.v49i1.7","pdf_url":"https://sajbm.org/index.php/sajbm/article/download/7/229","source":{"id":"https://openalex.org/S4210215964","display_name":"South African Journal of Business Management","issn_l":"2078-5585","issn":["2078-5585","2078-5976"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","cwts-core","dhet","doaj","jufo-1","norway-1","poland-20","russia-white-list-2","scielo","vabb-shw"],"host_organization":"https://openalex.org/P4310315322","host_organization_name":"AOSIS","host_organization_lineage":["https://openalex.org/P4310315322"],"host_organization_lineage_names":["AOSIS"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"South African Journal of Business Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://sajbm.org/index.php/sajbm/article/download/7/229","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5084406736","display_name":"Nic S. Terblanch\u00e9","orcid":"https://orcid.org/0000-0002-8526-1562","observed_orcids":["https://orcid.org/0000-0002-8526-1562"]},"institutions":[{"id":"https://openalex.org/I26092322","display_name":"Stellenbosch University","ror":"https://ror.org/05bk57929","country_code":"ZA","type":"education","lineage":["https://openalex.org/I26092322"]}],"countries":["ZA"],"is_corresponding":false,"raw_author_name":"Nic S. Terblanche","raw_affiliation_strings":["Department of Business Management, University of Stellenbosch"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Management, University of Stellenbosch","institution_ids":["https://openalex.org/I26092322"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5055724848","display_name":"Aimee Taljaard","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I26092322","display_name":"Stellenbosch University","ror":"https://ror.org/05bk57929","country_code":"ZA","type":"education","lineage":["https://openalex.org/I26092322"]}],"countries":["ZA"],"is_corresponding":false,"raw_author_name":"Aimee Taljaard","raw_affiliation_strings":["Department of Business Management, University of Stellenbosch"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Management, University of Stellenbosch","institution_ids":["https://openalex.org/I26092322"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I26092322"],"apc_list":{"value":11968,"currency":"ZAR","value_usd":650},"apc_paid":{"value":11968,"currency":"ZAR","value_usd":650},"fwci":2.8955,"has_fulltext":true,"cited_by_count":18,"citation_normalized_percentile":{"value":0.90964168,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"49","issue":"1","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9976000189781189,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource 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"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9976000189781189,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource 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/T10055","display_name":"Diverse Aspects of Tourism Research","score":0.001500000013038516,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.00019999999494757503,"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/travel-agents","display_name":"travel agents","score":0.9539999961853027},{"id":"https://openalex.org/keywords/perceived-value","display_name":"perceived value","score":0.7210000157356262},{"id":"https://openalex.org/keywords/perceived-benefits","display_name":"perceived benefits","score":0.925000011920929},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9900000095367432},{"id":"https://openalex.org/keywords/financial-benefits","display_name":"financial benefits","score":0.8489999771118164},{"id":"https://openalex.org/keywords/emotional-benefits","display_name":"emotional benefits","score":1.0},{"id":"https://openalex.org/keywords/travel-arrangements","display_name":"travel arrangements","score":0.48899999260902405},{"id":"https://openalex.org/keywords/consumer-preferences","display_name":"consumer preferences","score":0.4309999942779541}],"concepts":[{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.6330175399780273},{"id":"https://openalex.org/C106906290","wikidata":"https://www.wikidata.org/wiki/Q1140909","display_name":"Cronbach's alpha","level":3,"score":0.6129535436630249},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6065792441368103},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.592741847038269},{"id":"https://openalex.org/C165957694","wikidata":"https://www.wikidata.org/wiki/Q5421350","display_name":"Exploratory factor analysis","level":3,"score":0.5431796908378601},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.5192825198173523},{"id":"https://openalex.org/C40722632","wikidata":"https://www.wikidata.org/wiki/Q5160137","display_name":"Confirmatory factor analysis","level":3,"score":0.5177239775657654},{"id":"https://openalex.org/C108170787","wikidata":"https://www.wikidata.org/wiki/Q3951828","display_name":"Agency (philosophy)","level":2,"score":0.5151214003562927},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.48191335797309875},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.42283207178115845},{"id":"https://openalex.org/C2775924081","wikidata":"https://www.wikidata.org/wiki/Q55608371","display_name":"Control (management)","level":2,"score":0.41576728224754333},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.35885757207870483},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.15842759609222412},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.15793943405151367},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.11272960901260376},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.1007256805896759},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.09603649377822876},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.4102/sajbm.v49i1.7","doi":"https://doi.org/10.4102/sajbm.v49i1.7","is_oa":true,"landing_page_url":"https://doi.org/10.4102/sajbm.v49i1.7","pdf_url":"https://sajbm.org/index.php/sajbm/article/download/7/229","source":{"id":"https://openalex.org/S4210215964","display_name":"South African Journal of Business Management","issn_l":"2078-5585","issn":["2078-5585","2078-5976"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","cwts-core","dhet","doaj","jufo-1","norway-1","poland-20","russia-white-list-2","scielo","vabb-shw"],"host_organization":"https://openalex.org/P4310315322","host_organization_name":"AOSIS","host_organization_lineage":["https://openalex.org/P4310315322"],"host_organization_lineage_names":["AOSIS"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"South African Journal of Business Management","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:643687914e1d4856a6ddedb7716ea596","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/643687914e1d4856a6ddedb7716ea596","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"South African Journal of Business Management, Vol 49, Iss 1, Pp e1-e13 (2018)","raw_type":"article"},{"id":"pmh:oai:econstor.eu:10419/218664","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10419/218664","pdf_url":null,"source":{"id":"https://openalex.org/S4306401696","display_name":"Econstor (Econstor)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"doc-type:article"},{"id":"pmh:oai:scholar.sun.ac.za:10019.1/107603","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10019.1/107603","pdf_url":null,"source":{"id":"https://openalex.org/S4306400300","display_name":"SUNScholar (Stellenbosch University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I26092322","host_organization_name":"Stellenbosch University","host_organization_lineage":["https://openalex.org/I26092322"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"}],"best_oa_location":{"id":"doi:10.4102/sajbm.v49i1.7","doi":"https://doi.org/10.4102/sajbm.v49i1.7","is_oa":true,"landing_page_url":"https://doi.org/10.4102/sajbm.v49i1.7","pdf_url":"https://sajbm.org/index.php/sajbm/article/download/7/229","source":{"id":"https://openalex.org/S4210215964","display_name":"South African Journal of Business Management","issn_l":"2078-5585","issn":["2078-5585","2078-5976"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","cwts-core","dhet","doaj","jufo-1","norway-1","poland-20","russia-white-list-2","scielo","vabb-shw"],"host_organization":"https://openalex.org/P4310315322","host_organization_name":"AOSIS","host_organization_lineage":["https://openalex.org/P4310315322"],"host_organization_lineage_names":["AOSIS"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"South African Journal of Business Management","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2808518154.pdf","grobid_xml":"https://content.openalex.org/works/W2808518154.grobid-xml"},"referenced_works_count":85,"referenced_works":["https://openalex.org/W1521832","https://openalex.org/W573480173","https://openalex.org/W1508235238","https://openalex.org/W1515737418","https://openalex.org/W1530589242","https://openalex.org/W1556234621","https://openalex.org/W1566224626","https://openalex.org/W1602112707","https://openalex.org/W1881833181","https://openalex.org/W1965626835","https://openalex.org/W1967732677","https://openalex.org/W1974888414","https://openalex.org/W1974916389","https://openalex.org/W1976072437","https://openalex.org/W1978942994","https://openalex.org/W1984754874","https://openalex.org/W1985234314","https://openalex.org/W1985328089","https://openalex.org/W1987364024","https://openalex.org/W1990079969","https://openalex.org/W1990789191","https://openalex.org/W1992200950","https://openalex.org/W1995317092","https://openalex.org/W1997176931","https://openalex.org/W1998569753","https://openalex.org/W2002843259","https://openalex.org/W2004160968","https://openalex.org/W2004656452","https://openalex.org/W2018962458","https://openalex.org/W2019632974","https://openalex.org/W2019663961","https://openalex.org/W2024545750","https://openalex.org/W2029125978","https://openalex.org/W2033971030","https://openalex.org/W2034170327","https://openalex.org/W2034705001","https://openalex.org/W2036063909","https://openalex.org/W2036437125","https://openalex.org/W2042156737","https://openalex.org/W2047552576","https://openalex.org/W2050251515","https://openalex.org/W2054706026","https://openalex.org/W2056355028","https://openalex.org/W2058680269","https://openalex.org/W2058875992","https://openalex.org/W2063753963","https://openalex.org/W2063986913","https://openalex.org/W2070965713","https://openalex.org/W2071831593","https://openalex.org/W2073493708","https://openalex.org/W2076361923","https://openalex.org/W2086642814","https://openalex.org/W2090653907","https://openalex.org/W2091061480","https://openalex.org/W2095223400","https://openalex.org/W2095498460","https://openalex.org/W2097829847","https://openalex.org/W2098638935","https://openalex.org/W2102467277","https://openalex.org/W2109174512","https://openalex.org/W2111530506","https://openalex.org/W2111825352","https://openalex.org/W2136388068","https://openalex.org/W2141174955","https://openalex.org/W2148219776","https://openalex.org/W2154403760","https://openalex.org/W2155941563","https://openalex.org/W2159105921","https://openalex.org/W2161293617","https://openalex.org/W2167767301","https://openalex.org/W2169186090","https://openalex.org/W2187569695","https://openalex.org/W2282372190","https://openalex.org/W2293403241","https://openalex.org/W2417932082","https://openalex.org/W2443567239","https://openalex.org/W2566313498","https://openalex.org/W2576553196","https://openalex.org/W2993316999","https://openalex.org/W3123853820","https://openalex.org/W3125126391","https://openalex.org/W4246467418","https://openalex.org/W4253721364","https://openalex.org/W4298140396","https://openalex.org/W4302598414"],"related_works":["https://openalex.org/W2953909949","https://openalex.org/W1920260090","https://openalex.org/W2098928485","https://openalex.org/W4243535187","https://openalex.org/W7221579291","https://openalex.org/W1982598140","https://openalex.org/W2042531526","https://openalex.org/W1989502543","https://openalex.org/W2130673025","https://openalex.org/W2217122360"],"abstract_inverted_index":{"Although":[0],"many":[1,22],"predictions":[2],"have":[3],"been":[4],"made":[5],"about":[6],"the":[7,14,17,47,70,113,124,129,133,162,165],"demise":[8],"of":[9,13,16,33,38,77,112,116,128,138],"travel":[10,20,28,35,57,61,79],"agents":[11],"because":[12],"impact":[15],"Internet":[18],"on":[19],"agencies,":[21],"customers":[23,49,76],"still":[24],"prefer":[25],"that":[26,161],"a":[27,56,78],"agent":[29,58],"should":[30],"take":[31],"care":[32],"their":[34,60],"arrangements":[36],"instead":[37],"doing":[39],"it":[40],"themselves.":[41],"This":[42],"study":[43],"endeavours":[44],"to":[45,51],"identify":[46],"benefits":[48,93,99],"perceive":[50],"obtain":[52],"when":[53],"they":[54],"use":[55],"for":[59],"arrangements.":[62],"The":[63,140],"exploratory":[64],"and":[65,81,94,108,122],"confirmatory":[66],"factor":[67],"analyses":[68],"following":[69],"personal":[71],"in-depth":[72],"interviews":[73],"with":[74],"26":[75],"agency":[80],"an":[82],"extensive":[83],"literature":[84],"review":[85],"revealed":[86],"significant":[87],"positive":[88],"relationships":[89],"between":[90],"four":[91],"perceived":[92,98],"customer":[95],"loyalty.":[96],"These":[97],"were":[100,131],"identified":[101],"as":[102],"financial":[103],"benefits,":[104,106],"emotional":[105],"expertise":[107],"support.":[109],"An":[110],"assessment":[111],"internal":[114],"consistency":[115],"all":[117,123],"these":[118],"dimensions":[119,130],"was":[120],"undertaken":[121],"Cronbach\u2019s":[125],"alpha":[126],"coefficients":[127],"above":[132],"generally":[134],"accepted":[135],"cut-off":[136],"value":[137],"0.7.":[139],"structural":[141],"model\u2019s":[142],"fit":[143],"statistics":[144],"(X":[145],"2":[146,153],"=":[147,150,155,158],"349.27;":[148],"df":[149],"125;":[151],"X":[152],"/df":[154],"2.79;":[156],"RMSEA":[157],"0.0548)":[159],"suggested":[160],"data":[163],"fitted":[164],"theoretical":[166],"model":[167],"reasonably":[168],"well.":[169]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2018-06-21T00:00:00"}