Research Article
BibTex RIS Cite

Creating Customer Loyalty Through Service Quality for Airbnb Services: The Case of Izmir

Year 2021, Volume: 16 , 69 - 81, 28.02.2021
https://doi.org/10.19168/jyasar.799866

Abstract

Room sharing platforms such as Airbnb are widely used by visitors all around the world and there are many studies examining the different aspects of these services. However, the relationships among such dimensions in this sector as service quality (SQ), customer satisfaction (CS), trust, and loyalty (CL) have not been studied together yet. This research focuses on investigating the customer loyalty through service quality in Airbnb services. A survey based on the questionnaire as research tool was carried out for this purpose and the data were obtained from the visitors who used Airbnb services during their visits in Izmir province. These data were analyzed through confirmatory factor analysis by using structural equation modeling (SEM). The findings show that there is a positive relationship between customer loyalty and service quality, satisfaction, and trust, representing consistence with the previous findings in the literature. The results show that room sharing platforms will be able to comprehend and handle guest expectations by providing better service quality that will later create customer loyalty.

References

  • Ahrholdt, D. C., Gudergan, S. P., & Ringle, C. M. (2017). Enhancing Service Loyalty: The Roles of Delight, Satisfaction, and Service Quality. Journal of Travel Research, 56(4), 436–450.
  • Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2), 170-192.
  • Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International journal of hospitality management, 25(2), 170-192.
  • Albacete-Saez, C. A., Fuentes-Fuentes, M. M., & Lloréns-Montes, F. J. (2007). Service quality measurement in rural accommodation. Annals of Tourism Research, 34(1), 45-65. Belk, R. (2014). You are what you can access: Sharing and collaborative consumption online. Journal of business research, 67(8), 1595-1600.
  • Bennett, R., Härtel, C. E., & McColl-Kennedy, J. R. (2005). Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R. Industrial marketing management, 34(1), 97-107.
  • Berezan, O., Raab, C., Yoo, M., & Love, C. (2013). Sustainable hotel practices and nationality: The impact on guest satisfaction and guest intention to return. International Journal of Hospitality Management, 34, 227-233.
  • Berezina, K., Cobanoglu, C., Miller, B. L., & Kwansa, F. A. (2012). The Impact of Information Security Breach on Hotel Guest Perception of Service Quality, Satisfaction, Revisit Intentions, and Word‐of‐Mouth. International Journal of Contemporary Hospitality Management, 24(7), 991–1010.
  • Bicchieri, C., Duffy, J., & Tolle, G. (2004). Trust among strangers. Philosophy of Science, 71(3), 286-319.
  • Botsman, R., & Rogers, R. (2010). What's mine is yours: The rise of collaborative consumption. Collins: London, UK.
  • Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7-27.
  • Briggs, S., Sutherland, J., & Drummond, S. (2007). Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector. Tourism Management, 28(4), 1006-1019. Carr, A. (2013). Positive psychology: The science of happiness and human strengths. Routledge.
  • Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction, European Journal of Marketing, 36(7/8), 811 – 828.
  • Chitty, B., Ward, S., & Chua, C. (2007). An application of the ECSI model as a predictor of satisfaction and loyalty for backpacker hostels. Marketing Intelligence & Planning, 25(6), 563-580.
  • Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
  • Crosby, P. B. (1990). Let's talk quality: 96 questions you always wanted to ask Phil Crosby. Plume.
  • Dabholkar, P. A. (1995). A contingency framework for predicting causality between customer satisfaction and service quality. ACR North American Advances.
  • Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
  • Ekinci, Y. (2002). A review of theoretical debates on the measurement of service quality: implications for hospitality research. Journal of Hospitality & Tourism Research, 26(3), 199-216. Emerson, R. M. (1976). Social Exchange Theory. Annual review of sociology, 2(1), 335-362.
  • Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience. Journal of Marketing, 56(1), 6-21.
  • Gansky, L. (2010). The mesh: Why the Future of Business is Sharing. Penguin.
  • Gefen, D. (2002). Reflections on the dimensions of trust and trustworthiness among online consumers. ACM SIGMIS Database: the DATABASE for Advances in Information Systems, 33(3), 38-53.
  • Gefen, D., Benbasat, I., & Pavlou, P. (2008). A research agenda for trust in online environments. Journal of Management Information Systems, 24(4), 275-286.
  • Germann M. J. (2011). CouchSurfing and Network Hospitality: It's Not Just About the Furniture. Hospitality and Society, 1(3), 215–225.
  • Guttentag, D. (2015). Airbnb: disruptive innovation and the rise of an informal tourism accommodation sector. Current Issues in Tourism, 18(12), 1192-1217.
  • Han, H., & Back, K. J. (2008). Relationships among image congruence, consumption emotions, and customer loyalty in the lodging industry. Journal of Hospitality & Tourism Research, 32(4), 467-490.
  • Heo, C.Y. (2016). Sharing economy and prospects in tourism research, Annals of Tourism Research,58,166-170.
  • Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (2008). Putting the service-profit chain to work. Harvard Business Review, 118-129.
  • Ikkala, T., & Lampinen, A. (2015, February). Monetizing network hospitality: Hospitality and sociability in the context of Airbnb. In Proceedings of the 18th ACM conference on computer supported cooperative work & social computing (1033-1044). ACM.
  • Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in a service relationship. Journal of Business Research, 58(4), 500-507.
  • Kandampully, J., & Suhartanto, D. (2000). Customer Loyalty in the Hotel Industry: The Role of Customer Satisfaction and Image. International Journal of Contemporary Hospitality Management, 12(6), 346–351 Kim, W.G., Ng, C. Y. N., & Kim, Y. S. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10-17.
  • Kingshott, R. P. (2006). The impact of psychological contracts upon trust and commitment within supplier-buyer relationships: A social exchange view. Industrial Marketing Management, 35(6), 724-739.
  • Liat, C. B., Mansori, S., & Huei, C. T. (2014). The associations between service quality, corporate image, customer satisfaction, and loyalty: Evidence from the Malaysian hotel industry. Journal of Hospitality Marketing & Management, 23(3), 314-326.
  • Little, R. J. (1988). A test of missing completely at random for multivariate data with missing values. Journal of the American Statistical Association, 83(404), 1198-1202.
  • Louis, M. R., & Sutton, R. I. (1991). Switching cognitive gears: From habits of mind to active thinking. Human Relations, 44(1), 55-76.
  • Lu, C., & Kandampully, J. (2016). What drives customers to use access-based sharing options in the hospitality industry?. Research in Hospitality Management, 6(2), 119-126. Moorman, C., Zaltman, G., & Deshpande, R. (1992). Relationships between providers and users of market research: the dynamics of trust within and between organizations. Journal of Marketing Research, 29(3), 314-328.
  • Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
  • Nam, J., Ekinci, Y., & Whyatt, G. (2011). Brand equity, brand loyalty, and consumer satisfaction. Annals of Tourism Research, 38(3), 1009-1030.
  • Namukasa, J. (2013). The influence of airline service quality on passenger satisfaction and loyalty: The case of Uganda airline industry. The TQM Journal, 25(5), 520-532.
  • Oliver, C. (1997). Sustainable competitive advantage: combining institutional and resource‐based views. Strategic Management Journal, 18(9), 697-713.
  • Oskam, J., & Boswijk, A. (2016). Airbnb: The Future of Networked Hospitality Businesses. Journal of Tourism Futures, 2(1), 22–42.
  • Ozment, J., & Morash, E. A. (1994). The augmented service offering for perceived and actual service quality. Journal of the Academy of Marketing Science, 22(4), 352-363.
  • Ozturk, A., & Karatepe, O. M. (2019). Frontline hotel employees’ psychological capital, trust in organization, and their effects on nonattendance intentions, absenteeism, and creative performance. Journal of Hospitality Marketing & Management, 28(2), 217-239.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
  • Plotnick, R. D., & Skidmore, F. (1975). Progress Against Poverty: A review of the 1964-1974 Decade (Vol. 1). New York: Academic Press.
  • Prentice, C. (2013). Service quality perceptions and customer loyalty in casinos. International Journal of Contemporary Hospitality Management.
  • PriceWaterhouseCoopers. (2015). The Sharing Economy. Consumer Intelligence Series. https://www.pwc.com/us/en/industry/entertainment‐media/publications/consumer‐intelligence‐series/assets/pwc‐cis‐ sharing‐economy.pdf. Accessed 18 Ocak 2020
  • Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of business research, 60(1), 21-31.
  • Richardson, L. (2015), Performing the sharing economy, Geoforum, 67, 121-129.
  • Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of management review, 23(3), 393-404.
  • Salanova, M., Agut, S., & Peiró, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate. Journal of Applied Psychology, 90(6), 1217.
  • Shoemaker, S., & Lewis, R. C. (1999). Customer loyalty: the future of hospitality marketing. International Journal of Hospitality Management, 18(4), 345-370.
  • Shuford, J. (2015). Hotel, Motel, Holiday Inn, and peer-to-peer rentals: the sharing economy, North Carolina, and the constitution. North Carolina Journal of Law & Technology, 16(5), 301.
  • Sierra, J. J., & McQuitty, S. (2005). Service providers and customers: social exchange theory and service loyalty. Journal of Services Marketing, 19(6), 392-400.
  • Silvestri, C., Aquilani, B., & Ruggieri, A. (2017). Service quality and customer satisfaction in thermal tourism. The TQM Journal, 29(1), 55-81.
  • Solnet, D. J., Paulsen, N., & Cooper, C. (2010). Decline and Turnaround: A Literature Review and Proposed Research Agenda for the Hotel Sector. Current Issues in Tourism, 13(2), 139–159.
  • Stylos, N., Bellou, V., Andronikidis, A., & Vassiliadis, C. A. (2017). Linking the dots among destination images, place attachment, and revisit intentions: A study among British and Russian tourists. Tourism Management, 60, 15-29.
  • Tan, F. B., & Sutherland, P. (2004). Online consumer trust: a multi-dimensional model. Journal of Electronic Commerce in Organizations (JECO), 2(3), 40-58.
  • Tussyadiah, I. P. (2016). Factors of satisfaction and intention to use peer-to-peer accommodation. International Journal of Hospitality Management, 55, 70-80.
  • Vargo, S. L., & Lusch, R. F. (2004). The four service marketing myths: remnants of a goods-based, manufacturing model. Journal of Service Research, 6(4), 324-335.
  • Verhoef, P. C. (2003). Understanding the effect of customer relationship management efforts on customer retention and customer share development. Journal of Marketing, 67(4), 30-45.
  • Wong, A., Dean, A., and White, C. (1999). The impact of service quality on customer loyalty in the hospitality industry’, International Journal of Customer Relationship Management, 2(1), 81-9.
  • Wu, C., Ko, J., & Davis, C. C. (2016). Imaging through strong turbulence with a light field approach. Optics Express, 24(11), 11975-11986.
  • Yang, C. C., Jou, Y. T., & Cheng, L. Y. (2011). Using Integrated Quality Assessment for Hotel Service Quality. Quality & Quantity, 45(2), 349–364.
  • Yang, Y., Shen, H. T., Ma, Z., Huang, Z., & Zhou, X. (2011). L2, 1-norm regularized discriminative feature selection for unsupervised. In Twenty-Second International Joint Conference on Artificial Intelligence. Greece, June.
  • Yannopoulou, N., Moufahim, M., & Bian, X. (2013). User-generated brands and social media: Couchsurfing and Airbnb. Contemporary Management Research, 9(1).
  • Yee, R. W., Yeung, A. C., & Cheng, T. E. (2010). An Empirical Study of Employee Loyalty, Service Quality, and Firm Performance in the Service Industry. International Journal of Production Economics, 124(1), 109–120.
  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
  • Zervas, G., Proserpio, D., & Byers, J. W. (2017). The rise of the sharing economy: Estimating the impact of Airbnb on the hotel industry. Journal of marketing research, 54(5), 687-705.
  • Lagrosen, S., & Lagrosen, Y. (2003). Management of service quality–differences in values, practices, and outcomes. Managing Service Quality: An International Journal.
  • Fornell, C., Rust, R. T., & Dekimpe, M. G. (2010). The effect of customer satisfaction on consumer spending growth. Journal of Marketing Research, 47(1), 28-35.

Airbnb Hizmetlerinde Hizmet Kalitesi İle Müşteri Sadakati Oluşturulması: İzmir Örneği

Year 2021, Volume: 16 , 69 - 81, 28.02.2021
https://doi.org/10.19168/jyasar.799866

Abstract

Airbnb gibi oda paylaşım platformları dünyanın her yerinde ziyaretçiler tarafından yaygın olarak kullanılmaktadır ve bu hizmetlerin farklı yönlerini inceleyen birçok çalışma bulunmaktadır. Ancak bu sektörde hizmet kalitesi (SQ), müşteri memnuniyeti (CS), güven ve sadakat (CL) gibi boyutlar arasındaki ilişkiler henüz birlikte çalışılmamıştır. Bu araştırma, Airbnb hizmetlerindeki hizmet kalitesi aracılığıyla müşteri sadakatini araştırmaya odaklanmaktadır. Bu amaçla bir alan araştırması gerçekleştirilmiş ve araştırma verileri İzmir iline yaptıkları ziyaretlerde Airbnb hizmetlerini kullanan ziyaretçilerden elde edilmiştir. Bu veriler, yapısal eşitlik modellemesi (YEM) kullanılarak doğrulayıcı faktör analizi ile analiz edilmiştir. Sonuçlar, müşteri sadakati ile hizmet kalitesi, müşteri memnuniyeti ve güveni arasında pozitif bir ilişki olduğunu ve literatürdeki önceki bulgularla uyumlu olduğunu göstermektedir. Araştırma sonuçları, aynı zamanda oda paylaşım platformlarının, daha iyi hizmet kalitesi sunumu ile misafir beklentilerinin karşılanarak müşteri sadakatinin sağlanabileceğini de göstermektedir.

References

  • Ahrholdt, D. C., Gudergan, S. P., & Ringle, C. M. (2017). Enhancing Service Loyalty: The Roles of Delight, Satisfaction, and Service Quality. Journal of Travel Research, 56(4), 436–450.
  • Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2), 170-192.
  • Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International journal of hospitality management, 25(2), 170-192.
  • Albacete-Saez, C. A., Fuentes-Fuentes, M. M., & Lloréns-Montes, F. J. (2007). Service quality measurement in rural accommodation. Annals of Tourism Research, 34(1), 45-65. Belk, R. (2014). You are what you can access: Sharing and collaborative consumption online. Journal of business research, 67(8), 1595-1600.
  • Bennett, R., Härtel, C. E., & McColl-Kennedy, J. R. (2005). Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R. Industrial marketing management, 34(1), 97-107.
  • Berezan, O., Raab, C., Yoo, M., & Love, C. (2013). Sustainable hotel practices and nationality: The impact on guest satisfaction and guest intention to return. International Journal of Hospitality Management, 34, 227-233.
  • Berezina, K., Cobanoglu, C., Miller, B. L., & Kwansa, F. A. (2012). The Impact of Information Security Breach on Hotel Guest Perception of Service Quality, Satisfaction, Revisit Intentions, and Word‐of‐Mouth. International Journal of Contemporary Hospitality Management, 24(7), 991–1010.
  • Bicchieri, C., Duffy, J., & Tolle, G. (2004). Trust among strangers. Philosophy of Science, 71(3), 286-319.
  • Botsman, R., & Rogers, R. (2010). What's mine is yours: The rise of collaborative consumption. Collins: London, UK.
  • Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7-27.
  • Briggs, S., Sutherland, J., & Drummond, S. (2007). Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector. Tourism Management, 28(4), 1006-1019. Carr, A. (2013). Positive psychology: The science of happiness and human strengths. Routledge.
  • Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction, European Journal of Marketing, 36(7/8), 811 – 828.
  • Chitty, B., Ward, S., & Chua, C. (2007). An application of the ECSI model as a predictor of satisfaction and loyalty for backpacker hostels. Marketing Intelligence & Planning, 25(6), 563-580.
  • Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
  • Crosby, P. B. (1990). Let's talk quality: 96 questions you always wanted to ask Phil Crosby. Plume.
  • Dabholkar, P. A. (1995). A contingency framework for predicting causality between customer satisfaction and service quality. ACR North American Advances.
  • Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
  • Ekinci, Y. (2002). A review of theoretical debates on the measurement of service quality: implications for hospitality research. Journal of Hospitality & Tourism Research, 26(3), 199-216. Emerson, R. M. (1976). Social Exchange Theory. Annual review of sociology, 2(1), 335-362.
  • Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience. Journal of Marketing, 56(1), 6-21.
  • Gansky, L. (2010). The mesh: Why the Future of Business is Sharing. Penguin.
  • Gefen, D. (2002). Reflections on the dimensions of trust and trustworthiness among online consumers. ACM SIGMIS Database: the DATABASE for Advances in Information Systems, 33(3), 38-53.
  • Gefen, D., Benbasat, I., & Pavlou, P. (2008). A research agenda for trust in online environments. Journal of Management Information Systems, 24(4), 275-286.
  • Germann M. J. (2011). CouchSurfing and Network Hospitality: It's Not Just About the Furniture. Hospitality and Society, 1(3), 215–225.
  • Guttentag, D. (2015). Airbnb: disruptive innovation and the rise of an informal tourism accommodation sector. Current Issues in Tourism, 18(12), 1192-1217.
  • Han, H., & Back, K. J. (2008). Relationships among image congruence, consumption emotions, and customer loyalty in the lodging industry. Journal of Hospitality & Tourism Research, 32(4), 467-490.
  • Heo, C.Y. (2016). Sharing economy and prospects in tourism research, Annals of Tourism Research,58,166-170.
  • Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (2008). Putting the service-profit chain to work. Harvard Business Review, 118-129.
  • Ikkala, T., & Lampinen, A. (2015, February). Monetizing network hospitality: Hospitality and sociability in the context of Airbnb. In Proceedings of the 18th ACM conference on computer supported cooperative work & social computing (1033-1044). ACM.
  • Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in a service relationship. Journal of Business Research, 58(4), 500-507.
  • Kandampully, J., & Suhartanto, D. (2000). Customer Loyalty in the Hotel Industry: The Role of Customer Satisfaction and Image. International Journal of Contemporary Hospitality Management, 12(6), 346–351 Kim, W.G., Ng, C. Y. N., & Kim, Y. S. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10-17.
  • Kingshott, R. P. (2006). The impact of psychological contracts upon trust and commitment within supplier-buyer relationships: A social exchange view. Industrial Marketing Management, 35(6), 724-739.
  • Liat, C. B., Mansori, S., & Huei, C. T. (2014). The associations between service quality, corporate image, customer satisfaction, and loyalty: Evidence from the Malaysian hotel industry. Journal of Hospitality Marketing & Management, 23(3), 314-326.
  • Little, R. J. (1988). A test of missing completely at random for multivariate data with missing values. Journal of the American Statistical Association, 83(404), 1198-1202.
  • Louis, M. R., & Sutton, R. I. (1991). Switching cognitive gears: From habits of mind to active thinking. Human Relations, 44(1), 55-76.
  • Lu, C., & Kandampully, J. (2016). What drives customers to use access-based sharing options in the hospitality industry?. Research in Hospitality Management, 6(2), 119-126. Moorman, C., Zaltman, G., & Deshpande, R. (1992). Relationships between providers and users of market research: the dynamics of trust within and between organizations. Journal of Marketing Research, 29(3), 314-328.
  • Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
  • Nam, J., Ekinci, Y., & Whyatt, G. (2011). Brand equity, brand loyalty, and consumer satisfaction. Annals of Tourism Research, 38(3), 1009-1030.
  • Namukasa, J. (2013). The influence of airline service quality on passenger satisfaction and loyalty: The case of Uganda airline industry. The TQM Journal, 25(5), 520-532.
  • Oliver, C. (1997). Sustainable competitive advantage: combining institutional and resource‐based views. Strategic Management Journal, 18(9), 697-713.
  • Oskam, J., & Boswijk, A. (2016). Airbnb: The Future of Networked Hospitality Businesses. Journal of Tourism Futures, 2(1), 22–42.
  • Ozment, J., & Morash, E. A. (1994). The augmented service offering for perceived and actual service quality. Journal of the Academy of Marketing Science, 22(4), 352-363.
  • Ozturk, A., & Karatepe, O. M. (2019). Frontline hotel employees’ psychological capital, trust in organization, and their effects on nonattendance intentions, absenteeism, and creative performance. Journal of Hospitality Marketing & Management, 28(2), 217-239.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
  • Plotnick, R. D., & Skidmore, F. (1975). Progress Against Poverty: A review of the 1964-1974 Decade (Vol. 1). New York: Academic Press.
  • Prentice, C. (2013). Service quality perceptions and customer loyalty in casinos. International Journal of Contemporary Hospitality Management.
  • PriceWaterhouseCoopers. (2015). The Sharing Economy. Consumer Intelligence Series. https://www.pwc.com/us/en/industry/entertainment‐media/publications/consumer‐intelligence‐series/assets/pwc‐cis‐ sharing‐economy.pdf. Accessed 18 Ocak 2020
  • Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of business research, 60(1), 21-31.
  • Richardson, L. (2015), Performing the sharing economy, Geoforum, 67, 121-129.
  • Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of management review, 23(3), 393-404.
  • Salanova, M., Agut, S., & Peiró, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate. Journal of Applied Psychology, 90(6), 1217.
  • Shoemaker, S., & Lewis, R. C. (1999). Customer loyalty: the future of hospitality marketing. International Journal of Hospitality Management, 18(4), 345-370.
  • Shuford, J. (2015). Hotel, Motel, Holiday Inn, and peer-to-peer rentals: the sharing economy, North Carolina, and the constitution. North Carolina Journal of Law & Technology, 16(5), 301.
  • Sierra, J. J., & McQuitty, S. (2005). Service providers and customers: social exchange theory and service loyalty. Journal of Services Marketing, 19(6), 392-400.
  • Silvestri, C., Aquilani, B., & Ruggieri, A. (2017). Service quality and customer satisfaction in thermal tourism. The TQM Journal, 29(1), 55-81.
  • Solnet, D. J., Paulsen, N., & Cooper, C. (2010). Decline and Turnaround: A Literature Review and Proposed Research Agenda for the Hotel Sector. Current Issues in Tourism, 13(2), 139–159.
  • Stylos, N., Bellou, V., Andronikidis, A., & Vassiliadis, C. A. (2017). Linking the dots among destination images, place attachment, and revisit intentions: A study among British and Russian tourists. Tourism Management, 60, 15-29.
  • Tan, F. B., & Sutherland, P. (2004). Online consumer trust: a multi-dimensional model. Journal of Electronic Commerce in Organizations (JECO), 2(3), 40-58.
  • Tussyadiah, I. P. (2016). Factors of satisfaction and intention to use peer-to-peer accommodation. International Journal of Hospitality Management, 55, 70-80.
  • Vargo, S. L., & Lusch, R. F. (2004). The four service marketing myths: remnants of a goods-based, manufacturing model. Journal of Service Research, 6(4), 324-335.
  • Verhoef, P. C. (2003). Understanding the effect of customer relationship management efforts on customer retention and customer share development. Journal of Marketing, 67(4), 30-45.
  • Wong, A., Dean, A., and White, C. (1999). The impact of service quality on customer loyalty in the hospitality industry’, International Journal of Customer Relationship Management, 2(1), 81-9.
  • Wu, C., Ko, J., & Davis, C. C. (2016). Imaging through strong turbulence with a light field approach. Optics Express, 24(11), 11975-11986.
  • Yang, C. C., Jou, Y. T., & Cheng, L. Y. (2011). Using Integrated Quality Assessment for Hotel Service Quality. Quality & Quantity, 45(2), 349–364.
  • Yang, Y., Shen, H. T., Ma, Z., Huang, Z., & Zhou, X. (2011). L2, 1-norm regularized discriminative feature selection for unsupervised. In Twenty-Second International Joint Conference on Artificial Intelligence. Greece, June.
  • Yannopoulou, N., Moufahim, M., & Bian, X. (2013). User-generated brands and social media: Couchsurfing and Airbnb. Contemporary Management Research, 9(1).
  • Yee, R. W., Yeung, A. C., & Cheng, T. E. (2010). An Empirical Study of Employee Loyalty, Service Quality, and Firm Performance in the Service Industry. International Journal of Production Economics, 124(1), 109–120.
  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
  • Zervas, G., Proserpio, D., & Byers, J. W. (2017). The rise of the sharing economy: Estimating the impact of Airbnb on the hotel industry. Journal of marketing research, 54(5), 687-705.
  • Lagrosen, S., & Lagrosen, Y. (2003). Management of service quality–differences in values, practices, and outcomes. Managing Service Quality: An International Journal.
  • Fornell, C., Rust, R. T., & Dekimpe, M. G. (2010). The effect of customer satisfaction on consumer spending growth. Journal of Marketing Research, 47(1), 28-35.
There are 71 citations in total.

Details

Primary Language English
Journal Section Articles
Authors

Onur İçöz 0000-0002-0775-1451

Tuğrul Günay 0000-0001-5649-1775

Publication Date February 28, 2021
Published in Issue Year 2021 Volume: 16

Cite

APA İçöz, O., & Günay, T. (2021). Creating Customer Loyalty Through Service Quality for Airbnb Services: The Case of Izmir. Yaşar Üniversitesi E-Dergisi, 16, 69-81. https://doi.org/10.19168/jyasar.799866
AMA İçöz O, Günay T. Creating Customer Loyalty Through Service Quality for Airbnb Services: The Case of Izmir. Yaşar Üniversitesi E-Dergisi. February 2021;16:69-81. doi:10.19168/jyasar.799866
Chicago İçöz, Onur, and Tuğrul Günay. “Creating Customer Loyalty Through Service Quality for Airbnb Services: The Case of Izmir”. Yaşar Üniversitesi E-Dergisi 16, February (February 2021): 69-81. https://doi.org/10.19168/jyasar.799866.
EndNote İçöz O, Günay T (February 1, 2021) Creating Customer Loyalty Through Service Quality for Airbnb Services: The Case of Izmir. Yaşar Üniversitesi E-Dergisi 16 69–81.
IEEE O. İçöz and T. Günay, “Creating Customer Loyalty Through Service Quality for Airbnb Services: The Case of Izmir”, Yaşar Üniversitesi E-Dergisi, vol. 16, pp. 69–81, 2021, doi: 10.19168/jyasar.799866.
ISNAD İçöz, Onur - Günay, Tuğrul. “Creating Customer Loyalty Through Service Quality for Airbnb Services: The Case of Izmir”. Yaşar Üniversitesi E-Dergisi 16 (February 2021), 69-81. https://doi.org/10.19168/jyasar.799866.
JAMA İçöz O, Günay T. Creating Customer Loyalty Through Service Quality for Airbnb Services: The Case of Izmir. Yaşar Üniversitesi E-Dergisi. 2021;16:69–81.
MLA İçöz, Onur and Tuğrul Günay. “Creating Customer Loyalty Through Service Quality for Airbnb Services: The Case of Izmir”. Yaşar Üniversitesi E-Dergisi, vol. 16, 2021, pp. 69-81, doi:10.19168/jyasar.799866.
Vancouver İçöz O, Günay T. Creating Customer Loyalty Through Service Quality for Airbnb Services: The Case of Izmir. Yaşar Üniversitesi E-Dergisi. 2021;16:69-81.