The effects of customer focused selling on destination choice and decision of purchasing: An empirical study on British tourists travelling to Turkey
Keywords:
Customer-focused selling, Destination choice, Decision of purchasing, British tourists, TurkeyAbstract
The main purpose of this study is to investigate the relationship between customer-focused selling (CFS) approaches, customers’ destination choice (DC) and decision of purchasing (DP). The secondary purpose is to examine the moderating effect of destination choice on the relationship between CFS and DP. The results indicate that all of the factors have a significant and positive relationship with each other. While the moderating effect of DC significantly influenced the relationship between the building trust and credibility, investigating the purchasing factors, offering solutions dimensions of CFS and DP. The moderating effect was insignificant with regard to the relationship between gaining agreements and building long-term relationships dimensions of CFS and DP.Downloads
Metrics
References
References
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modelling in practice: A review and recommended two-step approach. Psychological Bulletin, 103, 411–423.
Back, K.J. (2005). The effects of image congruence on customers' brand loyalty in the upper middle-class hotel industry. Journal of Hospitality & Tourism Research, 29(4), 448-467.
Baloglu, S., & Mangaloglu, M. (2001). Tourism destination images of Turkey, Egypt, Greece, and Italy as perceived by US-based tour operators and travel agents. Tourism Management, 22(1), 1-9.
Becker, C., & Murrmann, S.K. (1999). The effect of cultural orientation on the service timing preferences of customers in casual dining operations: an exploratory study. International Journal of Hospitality Management, 18(1), 59-65.
Bensaou, B.M. (1999). Portfolios of buyer-supplier relationships. Sloan Management Review, 40(4), 35-45.
Bentler, P. (1990). Comparative fit indexes in structural models. Psychological Bulletin, 107, 238-46.
Bentler, P., & Bonnet, D. (1980). Significance tests and goodness of fit in the analysis of covariance structures. Psychological Bulletin, 88, 588-606.
Cannon, J.P., & Perreault, W.D. (1999). Buyer-seller relationships in business markets. Journal of Marketing Research, 36(4), 439-460.
Carroll, B. (2008). The Hidden Power of Your Customers. USA: John Wiley.
Cicala, J.E., Smith, R.K., & Bush, A.J. (2012). What makes sales presentations effective-a buyer-seller perspective. Journal of Business & Industrial Marketing, 27(2), 78-88.
DelVecchio, S.K., Zemanek, J.E., McIntyre, R.P., & Claxton, RP. (2002). Buyers’ perceptions of salesperson tactical approaches. Journal of Personal Selling & Sales Management, 23(1), 39-49.
Demir, M. (2011). Effects of organizational justice, trust and commitment on employees’ deviant behavior. Anatolia: An International Journal of Tourism and Hospitality Research, 22(2), 204-221.
Demir, Ş. Ş. (2012). The European customer satisfaction index model: an application to the international hotel. International Journal of Human Sciences, 9(1), 672-695.
Demir, S.S., & Kozak, M. (2011). An investigation of the relationship between stages of consumer behaviors model in tourism. Anatolia: Journal of Tourism Research, 22(1), 19-34.
Dominici, G., & Guzzo, R. (2010). Customer satisfaction in the hotel industry: A case study from Sicily. International Journal of Marketing Studies, 2(2), 3-12.
Ellis, K.L., & Beatty, S.E. (1995). Customer relationships with retail salespeople: a conceptual model and propositions. In Advances in Consumer Research, 22, (eds. F.R. Kardes & M. Sujan) Provo, UT: Association for Consumer Research, 594-598.
Fornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 29–50.
Garin-Muñoz, T. (2007). German demand for tourism in Spain. Tourism Management, 28(1), 12-22.
Gillis, C., Pitt, L., Robson, M.J., & Berthon, P. (1998). Communication in the salesperson/customer dyad: an empirical investigation. Marketing Intelligence & Planning 16(2), 100-106.
Haan, P., & Berkey, C. (2006). Puffery: Its effect on consumers’ trust in the sales dyad. Innovative Marketing, 2(2), 122-128.
Hair, J.F., Anderson, R.E., Tatham, R.L., & Black, W.C. (1998). Multivariate data analysis with readings. 5th ed. Englewood Cliffs, NJ: Prentice-Hall.
Homburg, C., Workman, J.P., & Jansen, O. (2000). Fundamental changes in marketing organization: The movement toward a customer-focused organizational structure. Journal of the Academy of Marketing Science, 28(4), 459-478.
Ingram, T.N., LaForge, R.W., Avila, R.A., Schwepker, C.H., & Williams, M.R. (2007). Professional Selling: A Trust-Based Approach. USA: Cengage Learning.
Jacob, F., & Ulaga, W. (2008). The transition from product to service in business markets: An agenda for academic inquiry. Industrial Marketing Management, 37(3), 247-253.
Jeong, C., & Holland, S. (2012). Destination Image Saturation. Journal of Travel & Tourism Marketing, 29(6), 501-519.
Jöreskog, K.G., & Sörbom, D. (2004). LISREL 8.7 for Windows [ComputerSoftware]. Lincolnwood, IL: Scientific Software International, Inc.
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.
Keller, K.L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing, 57, 1-22.
Knutson, B.J., Singh, A.J., Yen, H.H., & Bryant, B.E. (2003). Guest satisfaction in the U.S. lodging industry using the ACSI model as a service quality scoreboard. In (Ed. Williams, J.A. & Uysal, M.). Current Issues and Development in Hospitality and Tourism Satisfaction. Binghamton, NY: Haworth Press.
Konecknik, M., & Gartner, W.C. (2007). Customer-based brand equity for a destination. Annals of Tourism Research, 34(2), 400-421.
Kozak, M. (2002). Comparative analysis of tourist motivations by nationality and destinations. Tourism Management, 23(3), 221-232.
Lim, G.G., Kim, D.H., Choi, M., Choi, J.H., & Lee, K.C. (2010). An exploratory study of the weather and calendar effects on tourism web site usage. Online Information Review, 34(1), 127-144.
Lopez, J.P.M., Redondo, Y.P., & Olivan, J.S. (2006). The impact of customer relationship characteristics on customer switching behavior: Differences between switchers and stayers. Managing Service Quality, 16(6), 556-574.
Martinez, E., & Polo, Y. (1999). Determining factors in family purchasing behaviour: an empirical investigation. Journal of Consumer Marketing, 16(5), 461-481.
Mckercher, B. (1998). The effect of market access on destination choice. Journal of Travel Research, 37(1), 39-47.
Morgan, N.J., & Pritchard, A. (2005). Promoting niche tourism destination brands. Journal of Promotion Management, 12(1), 17-33.
Mossberg, L. (2007). A marketing approach to the tourist experience. Scandinavian Journal of Hospitality and Tourism, 7(1), 59-74.
Nunnally, J. (1978). Psychometric theory. New York: McGraw-Hill.
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.
Pettijohn, C.E., Pettijohn, L.S., & Taylor, A.J. (2007). Does salesperson perception of the importance of sales skills improve sales performance, customer orientation, job satisfaction, and organizational commitment, and reduce turnover? Journal of Personal Selling & Sales Management, 27(1), 75-88.
Pike, S. (2008). A cautionary tale of a resort destination's self-inflicted crisis. Journal of Travel & Tourism Marketing, 23(2-4), 73-82.
Pike, S. (2009). Destination brand positions of a competitive set of near-home destinations. Tourism Management, 30(6), 857-866.
Rewtrakunphaiboon, W., & Oppewal, H. (2008). Effects of package holiday information presentation on destination choice. Journal of Travel Research, 47(2), 127-136.
Saffery, A., Morgan, M., & Tulga, O. (2007). The business of inbound tour operators: Tour operators manual. USA: United States Agency for International Development.
Sánchez-Rivero, M., & Pulido-Fernández, J.I. (2012). Testing heterogeneous image in cultural/non-cultural tourism markets: A latent model approach. International Journal of Tourism Research, 14(3), 250-268.
Sekaran, U. (2000). Research Methods for Business. New York: John Wiley & Sons.
Sheth, J.N., & Sharma, A. (2008). The impact of the product to service shift in industrial markets and the evolution of the sales organization. Industrial Marketing Management, 37(3), 260-269.
Sohrabi, B., Vanani, I.R., Tahmasebipur, K., & Fazli, S. (2012). An exploratory analysis of hotel selection factors: A comprehensive survey of Tehran hotels. International Journal of Hospitality Management, 31(1), 96-106.
Stephens, N.J., & Adams, B. (1997). Customer-focused selling. USA: Adams Media.
Tuu, H.H., Olsen, S.O., & Linh, P.T.T. (2011). The moderator effects of perceived risk, objective knowledge and certainty in the satisfaction-loyalty relationship. Journal of Consumer Marketing, 28(5), 363-375.
Vogt, C.A. (2011). Customer relationship management in tourism: Management needs and research applications. Journal of Travel Research, 50(4), 356-364.
Woodside, A.G., & Lysonski, S. (1989). A general model of traveler destination choice. Journal of Travel Research, 27(4), 8-14.
Wuest, B.E.S., Tas, R.F., & Emenheiser, D.A. (1996). What do mature travelers perceive as important hotel/motel customer service? Journal of Hospitality & Tourism Research, 20(2), 77-93.
Downloads
Published
How to Cite
Issue
Section
License
Authors can retain copyright, while granting the journal right of first publication. Alternatively, authors can transfer copyright to the journal, which then permits authors non-commercial use of the work, including the right to place it in an open access archive. In addition, Creative Commons can be consulted for flexible copyright licenses.
©1999 Creative Commons Attribution-ShareAlike 4.0 International License.