The path from customer experience to customer citizenship: new adventure is a touristic railway journey
Yazarlar (1)
Doç. Dr. Çağlar SAMSA Kafkas Üniversitesi, Türkiye
| Makale Türü | Özgün Makale (ESCI dergilerinde yayınlanan tam makale) | ||
| Dergi Adı | TQM Journal | ||
| Dergi ISSN | 1754-2731 Wos Dergi Scopus Dergi | ||
| Dergi Tarandığı Indeksler | ESCI, SCOPUS | ||
| Makale Dili | Türkçe | Basım Tarihi | 01-2023 |
| Kabul Tarihi | 04-04-2026 | Yayınlanma Tarihi | 09-12-2022 |
| Cilt / Sayı / Sayfa | 35 / 7 / 2092–2109 | DOI | 10.1108/TQM-07-2022-0238 |
| Makale Linki | https://www.emerald.com/insight/content/doi/10.1108/TQM-07-2022-0238/full/html | ||
| Özet |
| Purpose In this study, the author aimed to measure the effect of customer loyalty on customer citizenship behavior as well as the effect of experience value perceptions of tourist railway journey customers on customer loyalty within the scope of social exchange theory. Design/methodology/approach The author obtained data from 126 participants who had experienced the tourist railway adventure through random sampling. In the next stage, the author extracted the data obtained with the bootstrapping sample technique to 5,000 samples. The author analyzed these obtained data with the PLS-SEM model with the Smart PLS 3 software. Findings The results of the research show that the most important experience value dimension that creates loyalty in the touristic railway journey is the emotional value dimension; the second important dimension is the hedonic … |
| Anahtar Kelimeler |
| Customer citizenship | Customer experience | Touristic railway journey | Touristic railway tourism |
BM Sürdürülebilir Kalkınma Amaçları
| Atıf Sayıları | |
| WoS | 6 |
| SCOPUS | 6 |
| Google Scholar | 10 |