In this study, a customer-to-employee (C--E) relationship construct is employed to test the antecedent role of C--E relationships in the development of customer-to-firm relationships. The authors propose a conceptual model of the relationships that are hypothesized to exist among the constructs...

Purpose: The purpose of this paper is to examine the intricate associations among the performance of ambient atmospherics, emotional experiences, overall image and guest satisfaction and test the influence of these relationships on loyalty intentions by considering the moderating impact of...

Purpose: The purpose of this study was to examine airline passengers’ repurchase decision-making process by developing a sturdy theoretical framework comprising in-flight core-product and service-encounter quality, brand attitude, image, trust and love. The authors also attempted to examine...

Purpose: This paper aims to extend the knowledge of travelers’ shopping behaviors at airport duty-free stores by investigating the role of multiple quality factors, value dimensions, trust and satisfaction. Moreover, the influence of possible barriers to airport shopping is examined....