Existing research on customer lifecycle management has predominantly focused on three relational stages—potential, existing and lost customers—while neglecting transitional states, particularly “sleeping” guests. These individuals temporarily suspend interaction with the brand but have not completely disengaged, retaining high potential for reawakening. This phenomenon is especially prevalent in the hospitality sector. Grounded in an ontological perspective of relational continuity, this study posits that customer behavior is not a static classification but a dynamic state transition process shaped by interaction frequency and memory strength.
To better understand the psychological and behavioral mechanisms of “sleeping” guests and to propose actionable re-engagement strategies, this study adopts the theory of reciprocal altruism and develops a reawakening model that examines how hotels may use altruistic point policies to stimulate return intentions among “sleeping” guests.
The study employs a quantitative design, primarily using Partial Least Squares Structural Equation Modeling, complemented by Importance-Performance Analysis to diagnose the practical performance of point strategies, thus bridging the gap between theoretical constructs and managerial actions. The model incorporates four mediating variables—perceived value, interactive marketing, inaction regret, and integrated satisfaction—while introducing the “sleeping” period as a moderator. To ensure measurement validity, point policy indicators were optimized before formal survey distribution. Data were collected via convenience sampling from “sleeping” hotel customers in Macao.
From an epistemological standpoint grounded in constructivism, the study explores how customers form reciprocal responses based on past interactions, perceptual memory, and psychological inference in non-immediate contexts.
Results show that point policies significantly influence return intentions by enhancing perceived value, stimulating regret over the “sleeping” period, increasing satisfaction, and encouraging re-engagement, particularly within shorter “sleeping” cycles. Multi-group analysis reveals that elite members (silver and gold tiers) perceive significantly higher value from point policies compared to basic members, indicating stronger sensitivity and responsiveness. Importance-Performance Analysis findings further demonstrate that some point-earning strategies, while well-executed, offer limited appeal to “sleeping” guests—suggesting a mismatch in resource allocation. Conversely, key redemption policies were deemed highly important but underperformed, calling for strategic refinement.
This study extends the application of reciprocal altruism theory into non-interactive, “sleeping” guests-brand relationships—challenging the traditional premise that reciprocity must occur within immediate exchanges. Practically, the findings confirm that reawakening “sleeping” guests via point strategies is more cost-effective than acquiring new or regaining lost customers. Strategic recommendations include tailoring point initiatives by membership tier and “sleeping”duration, and adopting a layered analytical approach integrating Structural Equation Modeling with Importance-Performance Analysis. This framework offers a methodological contribution to the emerging field of relationship dormancy and brand reactivation strategies.
1. Aflaki, S., & Popescu, I. (2014). Managing retention in service relationships. Management science, 60(2), 415-433.
2. Agarwal, R., Dugas, M., Gao, G., & Kannan, P. (2020). Emerging technologies and analytics for a new era of value-centered marketing in healthcare. Journal of the academy of marketing science, 48, 9-23.
3. Ahmed, G., & Alzoubi, H. (2020). Loyalty program effectiveness: Theoretical reviews and practical proofs. Uncertain Supply Chain Management, 8(3), 599-612.
4. Ahn, J., Back, K.-J., & Choe, Y. (2019). Customers’ needs satisfaction: A scale validation with refinement in the integrated resort setting. International Journal of Hospitality Management, 82, 39-47.
5. Akerlof, G. A. (1982). Labor contracts as partial gift exchange. The quarterly journal of economics, 97(4), 543-569.
6. Åkerlund, H. (2005). Fading customer relationships in professional services. Managing Service Quality: An International Journal, 15(2), 156-171.
7. Albers, M. J. (2017). Introduction to quantitative data analysis in the behavioral and social sciences. John Wiley & Sons.
8. Alberty, S., & Mihalik, B. J. (1989). The use of importance-performance analysis as an evaluative technique in adult education. Evaluation Review, 13(1), 33-44.
9. Alshurideh, M. T. (2016). Is customer retention beneficial for customers: A conceptual background. Journal of Research in Marketing (ISSN: 2292-9355), 5(3), 382-389.
10. Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125-143.
11. Ang, L., & Buttle, F. (2006). Customer retention management processes: A quantitative study. European Journal of Marketing, 40(1/2), 83-99.
12. Arghandewal, A. (2023). Your guide to airline and hotel loyalty point expiration policies. CNN Underscored. Retrieved March 20, 2024, from https://edition.cnn.com/cnn-underscored/travel/guide-to-airline-hotel-loyalty-point-expiration-policies
13. Ascarza, E., Neslin, S. A., Netzer, O., Anderson, Z., Fader, P. S., Gupta, S., Hardie, B. G., Lemmens, A., Libai, B., & Neal, D. (2018). In pursuit of enhanced customer retention management: Review, key issues, and future directions. Customer Needs and Solutions, 5, 65-81.
14. Aspinall, E., Nancarrow, C., & Stone, M. (2001). The meaning and measurement of customer retention. Journal of Targeting, Measurement and Analysis for Marketing, 10, 79-87.
15. Assimakopoulos, C., Papaioannou, E., Sarmaniotis, C., & Georgiadis, C. K. (2015). Online reviews as a feedback mechanism for hotel CRM systems. Anatolia, 26(1), 5-20.
16. Audrezet, A., Olsen, S. O., & Tudoran, A. A. (2016). The GRID scale: a new tool for measuring service mixed satisfaction. Journal of services Marketing, 30(1), 29-47.
17. Aurier, P., & N’Goala, G. (2010). The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development. Journal of the academy of marketing science, 38, 303-325.
18. Axelrod, R., & Hamilton, W. D. (1981). The evolution of cooperation. science, 211(4489), 1390-1396.
19. Bagchi, R., & Li, X. (2011). Illusionary progress in loyalty programs: Magnitudes, reward distances, and step-size ambiguity. Journal of consumer Research, 37(5), 888-901.
20. Baloglu, S., Zhong, Y. Y., & Tanford, S. (2014). Casino Loyalty: The Influence of Loyalty Program, Switching Costs, and Trust. Journal of Hospitality & Tourism Research, 41(7), 846-868.
21. Bansal, H. S., Taylor, S. F., & St. James, Y. (2005). “Migrating” to new service providers: Toward a unifying framework of consumers’ switching behaviors. Journal of the academy of marketing science, 33(1), 96-115.
22. Barclay, P. (2006). Reputational benefits for altruistic punishment. Evolution and Human Behavior, 27(5), 325-344.
23. Bazargan, A., Karray, S., & Zolfaghari, S. (2017). Modeling reward expiry for loyalty programs in a competitive market. International Journal of Production Economics, 193, 352-364.
24. Bearden, W. O., Netemeyer, R. G., & Teel, J. E. (1989). Measurement of consumer susceptibility to interpersonal influence. Journal of consumer Research, 15(4), 473-481.
25. Becker, J.-M., Rai, A., Ringle, C. M., & Völckner, F. (2013). Discovering unobserved heterogeneity in structural equation models to avert validity threats. MIS quarterly, 665-694.
26. Becker, J.-M., Ringle, C. M., & Sarstedt, M. (2018). Estimating Moterating effects in PLS-SEM andPLSc-SEM: interaction term gerneration* data treatment. Journal of Applied Structural Equation Modeling(2), 1-21.
27. Becker, J. U., Greve, G., & Albers, S. (2009). The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention. International Journal of Research in Marketing, 26(3), 207-215.
28. Becker, T. E. (2005). Potential problems in the statistical control of variables in organizational research: A qualitative analysis with recommendations. Organizational research methods, 8(3), 274-289.
29. Belli, A., O’Rourke, A.-M., Carrillat, F. A., Pupovac, L., Melnyk, V., & Napolova, E. (2022). 40 years of loyalty programs: how effective are they? Generalizations from a meta-analysis. Journal of the academy of marketing science, 50(1), 147-173.
30. Bentler, P. M. (1995). EQS structural equations program manual. Multivariate software Encino.
31. Berezina, K., Bilgihan, A., Cobanoglu, C., & Okumus, F. (2016). Understanding satisfied and dissatisfied hotel customers: text mining of online hotel reviews. Journal of Hospitality Marketing & Management, 25(1), 1-24.
32. Berry, L. L., Shostack, G. L., & Upah, G. D. (1983). Emerging Perspectives on Services Marketing. American Marketing Association.
33. Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73(3), 383-406.
34. Bhattacherjee, A. (2012). Social science research: Principles, methods, and practices. University of South Florida.
35. Bishop, D. (2009). Why existing customers are so valuable. Strategic Direction, 25(2), 3-5.
36. Bitner, M. J. (1995). Building service relationships: It's all about promises. Journal of the academy of marketing science, 23(4), 246-251.
37. Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality. Service quality: New directions in theory and practice, 34(2), 72-94.
38. Boehm, S. A., Dwertmann, D. J., Bruch, H., & Shamir, B. (2015). The missing link? Investigating organizational identity strength and transformational leadership climate as mechanisms that connect CEO charisma with firm performance. The leadership quarterly, 26(2), 156-171.
39. Bogomolova, S. (2010). Life after death? Analyzing post-defection consumer brand equity. Journal of Business Research, 63(11), 1135-1141.
40. Bogomolova, S. (2016). Determinants of ex-customer winback in financial services. Journal of Retailing and Consumer Services, 32, 1-6.
41. Bogomolova, S., & Romaniuk, J. (2010). Brand equity of defectors and never boughts in a business financial market. Industrial Marketing Management - IND MARKET MANAG, 39(8), 1261-1268.
42. Bolton, R. N. (1998). A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction. Marketing Science, 17(1), 45-65.
43. Boulding, W., Kalra, A., & Staelin, R. (1999). The quality double whammy. Marketing Science, 18(4), 463-484.
44. Bowen, J. T., & McCain, S.-L. C. (2015). Transitioning loyalty programs: A commentary on “the relationship between customer loyalty and customer satisfaction”. International Journal of Contemporary Hospitality Management, 27(3), 415-430.
45. Bowles, S., & Gintis, H. (2011). A cooperative species: Human reciprocity and its evolution. In A cooperative species. Princeton University Press.
46. Breugelmans, E., Bijmolt, T. H., Zhang, J., Basso, L. J., Dorotic, M., Kopalle, P., Minnema, A., Mijnlieff, W. J., & Wünderlich, N. V. (2015). Advancing research on loyalty programs: a future research agenda. Marketing Letters, 26, 127-139.
47. Breugelmans, E., & Liu-Thompkins, Y. (2017). The effect of loyalty program expiration policy on consumer behavior. Marketing Letters, 28(4), 537-550.
48. Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252-271.
49. Bui, M., Krishen, A. S., & Bates, K. (2011). Modeling regret effects on consumer post‐purchase decisions. European Journal of Marketing, 45(7/8), 1068-1090.
50. Caldow, D., Patterson, P., & Uncles, M. (2000). The impact of friendship between consumers and service-providers on loyalty to the service firm. Visionary marketing for the 21st century: Facing the challenge, 161-164.
51. Capgemini. (2017). Loyalty Deciphered—How Emotions Drive Genuine Engagement. Capgemini. Retrieved November 10, 2023, from https://www.capgemini.com/wp-content/uploads/2017/11/dti_loyalty-deciphered_29nov17_final.pdf
52. Cavana, R., Delahaye, B., & Sekeran, U. (2001). Applied business research: Qualitative and quantitative methods. John Wiley & Sons.
53. Chang, I. C., Liu, C. C., & Chen, K. (2014). The push, pull and mooring effects in virtual migration for social networking sites. Information Systems Journal, 24(4), 323-346.
54. Chang, K.-C., & Chen, M.-C. (2011). Applying the Kano model and QFD to explore customers' brand contacts in the hotel business: A study of a hot spring hotel. Total Quality Management, 22(1), 1-27.
55. Chang, T.-Z., & Wildt, A. R. (1994). Price, product information, and purchase intention: An empirical study. Journal of the academy of marketing science, 22, 16-27.
56. Chathoth, P. K., Ungson, G. R., Harrington, R. J., & Chan, E. S. (2016). Co-creation and higher order customer engagement in hospitality and tourism services: A critical review. International Journal of Contemporary Hospitality Management, 28(2), 222-245.
57. Chaudhuri, M., Voorhees, C. M., & Beck, J. M. (2019). The effects of loyalty program introduction and design on short-and long-term sales and gross profits. Journal of the academy of marketing science, 47(4), 640-658.
58. Chen, C.-F. (2008). Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan. Transportation Research Part A: Policy and Practice, 42(4), 709-717.
59. Chen, C.-F., & Chen, F.-S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism management, 31(1), 29-35.
60. Chen, J., Teng, L., Liu, S., & Zhu, H. (2015). Anticipating regret and consumers' preferences for counterfeit luxury products. Journal of Business Research, 68(3), 507-515.
61. Chen, P. T., & Hu, H. H. (2010). How determinant attributes of service quality influence customer‐perceived value: An empirical investigation of the Australian coffee outlet industry. International Journal of Contemporary Hospitality Management, 22(4), 535-551.
62. Chen, Y., Mandler, T., & Meyer-Waarden, L. (2021). Three decades of research on loyalty programs: A literature review and future research agenda. Journal of Business Research, 124, 179-197.
63. Chen, Z., & Dubinsky, A. J. (2003). A conceptual model of perceived customer value in e‐commerce: A preliminary investigation. Psychology & Marketing, 20(4), 323-347.
64. Chen, Z., Gong, Y., Huang, R., & Lu, X. (2024). How does information encountering enhance purchase behavior? The mediating role of customer inspiration. Journal of Retailing and Consumer Services, 78, 103772.
65. Cheng, H.-F., & Dörnyei, Z. (2007). The use of motivational strategies in language instruction: The case of EFL teaching in Taiwan. International journal of innovation in language learning and teaching, 1(1), 153-174.
66. Cheng, M., Chen, M., & Liu, J. (2023). Confucianism and the altruistic behaviour in the succession of family firms: evidence from asset write-downs. China Journal of Accounting Studies, 11(1), 29-54.
67. Chi, H.-H. (2011). Interactive digital advertising vs. virtual brand community: Exploratory study of user motivation and social media marketing responses in Taiwan. Journal of interactive advertising, 12(1), 44-61.
68. Chin, W., Cheah, J.-H., Liu, Y., Ting, H., Lim, X.-J., & Cham, T. H. (2020). Demystifying the role of causal-predictive modeling using partial least squares structural equation modeling in information systems research. Industrial Management & Data Systems, 120(12), 2161-2209.
69. Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern methods for business research, 295(2), 295-336.
70. Chin, W. W., and Newsted, P. R. . (1999). Structural Equation Modeling Analysis with Small Samples Using Partial Least Squares. In R. H. Hoyle (Ed.), Statistical strategies for small sample research. Sage Publications.
71. Choi, S., & Kim, S. (2013). Effects of a reward program on inducing desirable customer behaviors: The role of purchase purpose, reward type and reward redemption timing. International Journal of Hospitality Management, 32, 237-244.
72. Cohen, J., & Ebl. (1988). Statistical power analysis for the behavioral sciences (2nd ed.). L. Erlbaum Associates.
73. Collier, J. (2020). Applied structural equation modeling using AMOS: Basic to advanced techniques. Routledge.
74. Cooil, B., Keiningham, T. L., Aksoy, L., & Hsu, M. (2007). A longitudinal analysis of customer satisfaction and share of wallet: Investigating the moderating effect of customer characteristics. Journal of marketing, 71(1), 67-83.
75. Coussement, K. (2014). Improving customer retention management through cost-sensitive learning. European Journal of Marketing, 48(3/4), 477-495.
76. Daghfous, A., & Barkhi, R. (2009). The strategic management of information technology in UAE hotels: An exploratory study of TQM, SCM, and CRM implementations. Technovation, 29(9), 588-595.
77. Davvetas, V., & Diamantopoulos, A. (2017). “Regretting your brand-self?” The moderating role of consumer-brand identification on consumer responses to purchase regret. Journal of Business Research, 80, 218-227.
78. Davvetas, V., & Diamantopoulos, A. (2018). “Should have I bought the other one?” experiencing regret in global versus local brand purchase decisions. Journal of International Marketing, 26(2), 1-21.
79. Dawkins, P., & Reichheld, F. (1990). Customer retention as a competitive weapon. Directors and boards, 14(4), 42-47.
80. Deighton, J., & Kornfeld, L. (2009). Interactivity's unanticipated consequences for marketers and marketing. Journal of interactive marketing, 23(1), 4-10.
81. Deighton, J., & Sorrell, M. (1996). The future of interactive marketing. Harvard business review, 74(6), 151-160.
82. Del Bosque, I. A. R., San Martín, H., & Collado, J. (2006). The role of expectations in the consumer satisfaction formation process: Empirical evidence in the travel agency sector. Tourism management, 27(3), 410-419.
83. Del Bosque, I. R., & San Martín, H. (2008). Tourist satisfaction a cognitive-affective model. Annals of tourism research, 35(2), 551-573.
84. Delton, A. W., Krasnow, M. M., Cosmides, L., & Tooby, J. (2011). Evolution of direct reciprocity under uncertainty can explain human generosity in one-shot encounters. Proceedings of the National Academy of Sciences, 108(32), 13335-13340.
85. Demoulin, N. T., & Zidda, P. (2009). Drivers of customers’ adoption and adoption timing of a new loyalty card in the grocery retail market. Journal of Retailing, 85(3), 391-405.
86. Deng, W.-J., Yeh, M. L., & Sung, M. (2013). A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American Customer Satisfaction Index. International Journal of Hospitality Management, 35, 133-140.
87. DeVellis, R. F., & Thorpe, C. T. (2021). Scale development: Theory and applications. Sage Publications.
88. Dhir, A., Kaur, P., Chen, S., & Lonka, K. (2016). Understanding online regret experience in Facebook use–Effects of brand participation, accessibility & problematic use. Computers in Human Behavior, 59, 420-430.
89. Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22, 99-113.
90. Ding, L., Jiang, C., & Qu, H. (2022). Generation Z domestic food tourists’ experienced restaurant innovativeness toward destination cognitive food image and revisit intention. International Journal of Contemporary Hospitality Management, 34(11), 4157-4177.
91. Dodds, W. B., & Monroe, K. B. (1985). The effect of brand and price information on subjective product evaluations. ACR North American Advances.
92. Dolan, R., Conduit, J., Fahy, J., & Goodman, S. (2016). Social media engagement behaviour: a uses and gratifications perspective. Journal of strategic marketing, 24(3-4), 261-277.
93. Dorotic, M., Bijmolt, T. H., & Verhoef, P. C. (2012). Loyalty programmes: Current knowledge and research directions. International Journal of Management Reviews, 14(3), 217-237.
94. Dorotic, M., Verhoef, P. C., Fok, D., & Bijmolt, T. H. A. (2014). Reward redemption effects in a loyalty program when customers choose how much and when to redeem. International Journal of Research in Marketing, 31(4), 339-355.
95. Dousthosseini, F., & Khadivar, A. (2024). Presenting a Model for Simulating Factors Affecting Brand Loyalty in the Online Retail Industry with a System Dynamics Approach. New Marketing Research Journal, 14(1), 103-126.
96. Dowling, G. R., & Uncles, M. (1997). Do customer loyalty programs really work? MIT Sloan Management Review.
97. Dreze, X., & Nunes, J. C. (2009). Feeling superior: The impact of loyalty program structure on consumers' perceptions of status. Journal of consumer Research, 35(6), 890-905.
98. Drèze, X., & Nunes, J. C. (2004). Using Combined-Currency Prices to Lower Consumers' Perceived Cost. Journal of marketing research, 41(1), 59-72.
99. Duarte, J. M., Nguyen, R., Kyprou, M., Li, K., Milentijevic, A., Cerquetella, C., Forro, T., & Ciocchi, S. (2024). Hippocampal contextualization of social rewards in mice. Nature Communications, 15(1), 9493.
100. Dursun, A., & Caber, M. (2016). Using data mining techniques for profiling profitable hotel customers: An application of RFM analysis. Tourism management perspectives, 18, 153-160.
101. Eggert, A., & Ulaga, W. (2002). Customer perceived value: a substitute for satisfaction in business markets? Journal of Business & Industrial Marketing, 17(2/3), 107-118.
102. El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322-332.
103. El-Adly, M. I., & Eid, R. (2015). Measuring the perceived value of malls in a non-Western context: the case of the UAE. International Journal of Retail & Distribution Management, 43(9), 849-869.
104. Elena, C. A. (2016). Social media–a strategy in developing customer relationship management. Procedia Economics and Finance, 39, 785-790.
105. Etikan, I., Musa, S. A., & Alkassim, R. S. (2016). Comparison of convenience sampling and purposive sampling. American journal of theoretical and applied statistics, 5(1), 1-4.
106. Fader, P. S., & Hardie, B. G. (2007). How to project customer retention. Journal of interactive marketing, 21(1), 76-90.
107. Fan, Y., Isa, S. M., Yang, S., & Goh, E. (2023). Please stay with us again: Investigating the mediating roles of hedonic well-being and tourism autobiographical memory in customer retention at Chinese resorts. Journal of Hospitality and Tourism Management, 56, 410-419.
108. Fehr, E., & Fischbacher, U. (2003). The nature of human altruism. Nature, 425(6960), 785-791.
109. Fehr, E., & Gächter, S. (2000). Fairness and retaliation: The economics of reciprocity. Journal of economic perspectives, 14(3), 159-182.
110. Fehr, E., & Gächter, S. (2002). Altruistic punishment in humans. Nature, 415(6868), 137-140.
111. Fennell, D. A. (2006). Evolution in tourism: The theory of reciprocal altruism and tourist–host interactions. Current Issues in Tourism, 9(2), 105-124.
112. Field, A. P. (2005). Discovering Statistics Using SPSS (2nd ed.). SAGE Publications Lt.
113. Fiore, A. M., Kim, J., & Lee, H.-H. (2005). Effect of image interactivity technology on consumer responses toward the online retailer. Journal of interactive marketing, 19(3), 38-53.
114. Forbes. (2014). Companies Struggling To Win Customers For Life, Says New Study By Forbes Insights And Sitecore. Forbes Press. Retrieved November 11, 2023, from https://www.forbes.com/sites/forbespr/2014/09/10/companies-struggling-to-win-customers-for-life-says-new-study-by-forbes-insights-and-sitecore/
115. Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. Journal of marketing, 60(4), 7-18.
116. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50.
117. Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: a theoretical analysis. Journal of marketing research, 24(4), 337-346.
118. Foroudi, P., Tabaghdehi, S. A. H., & Marvi, R. (2021). The gloom of the COVID-19 shock in the hospitality industry: A study of consumer risk perception and adaptive belief in the dark cloud of a pandemic. International Journal of Hospitality Management, 92, 102717.
119. Foss, B., & Stone, M. (2001). Successful customer relationship marketing: new thinking, new strategies, new tools for getting closer to your customers. Kogan Page Publishers.
120. Fredrickson, B. L. (2001). The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. American psychologist, 56(3), 218.
121. Furinto, A., Pawitra, T., & Balqiah, T. E. (2009). Designing competitive loyalty programs: How types of program affect customer equity. Journal of Targeting, Measurement and Analysis for Marketing, 17, 307-319.
122. Gabler, C. B., Landers, V. M., & Reynolds, K. E. (2017). Purchase decision regret: Negative consequences of the Steadily Increasing Discount strategy. Journal of Business Research, 76, 201-208.
123. Ganesh, J., Arnold, M. J., & Reynolds, K. E. (2000). Understanding the customer base of service providers: an examination of the differences between switchers and stayers. Journal of marketing, 64(3), 65-87.
124. Gao, B. W., & Lai, I. K. W. (2015). The effects of transaction-specific satisfactions and integrated satisfaction on customer loyalty. International Journal of Hospitality Management, 44, 38-47.
125. García-Fernández, J., Gálvez-Ruíz, P., Fernández-Gavira, J., Vélez-Colón, L., Pitts, B., & Bernal-García, A. (2018). The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers. Sport Management Review, 21(3), 250-262.
126. Gardner, R. G., Harris, T. B., Li, N., Kirkman, B. L., & Mathieu, J. E. (2017). Understanding “it depends” in organizational research: A theory-based taxonomy, review, and future research agenda concerning interactive and quadratic relationships. Organizational research methods, 20(4), 610-638.
127. Garrido-Moreno, A., Garcia-Morales, V. J., & Martín-Rojas, R. (2021). Going beyond the curve: Strategic measures to recover hotel activity in times of COVID-19. International Journal of Hospitality Management, 96, 102928.
128. Gerpott, T. J., & Ahmadi, N. (2015). Regaining drifting mobile communication customers: Predicting the odds of success of winback efforts with competing risks regression. Expert systems with applications, 42(21), 7917-7928.
129. Ghaderi, Z., Esfehani, M. H., Fennell, D., & Shahabi, E. (2023). Community participation towards conservation of Touran National Park (TNP): an application of reciprocal altruism theory. Journal of Ecotourism, 22(2), 281-295.
130. Gilovich, T., & Medvec, V. H. (1995). The experience of regret: what, when, and why. Psychological review, 102(2), 379.
131. Gilovich, T., Medvec, V. H., & Kahneman, D. (1998). Varieties of regret: A debate and partial resolution. Psychological review, 105(3), 602.
132. Godfrey, A., Seiders, K., & Voss, G. B. (2011). Enough is enough! The fine line in executing multichannel relational communication. Journal of marketing, 75(4), 94-109.
133. Gopalakrishnan, A., Jiang, Z., Nevskaya, Y., & Thomadsen, R. (2021). Can non-tiered customer loyalty programs be profitable? Marketing Science, 40(3), 508-526.
134. Gössling, S., Scott, D., & Hall, C. M. (2020). Pandemics, tourism and global change: a rapid assessment of COVID-19. Journal of sustainable tourism, 29(1), 1-20.
135. Greasley, P. (2007). Quantitative Data Analysis using SPSS: An Introduction for Health and Social Sciences. McGraw-Hill Education (UK).
136. Greenleaf, E. A. (2004). Reserves, regret, and rejoicing in open English auctions. Journal of consumer Research, 31(2), 264-273.
137. Gregory, A. M., & Parsa, H. (2013). Kano's model: an integrative review of theory and applications to the field of hospitality and tourism. Journal of Hospitality Marketing & Management, 22(1), 25-46.
138. Griffin, J., & Lowenstein, M. W. (2002). Customer winback: How to recapture lost customers--And keep them loyal. John Wiley & Sons.
139. Gronroos, C. (1990). Relationship approach to marketing in service contexts: The marketing and organizational behavior interface. Journal of Business Research, 20(1), 3-11.
140. Gupta, S., & Kim, H.-W. (2007). The moderating effect of transaction experience on the decision calculus in on-line repurchase. International journal of electronic commerce, 12(1), 127-158.
141. Gupta, S., Lehmann, D. R., & Stuart, J. A. (2004). Valuing customers. Journal of marketing research, 41(1), 7-18.
142. Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in services industries: the customer’s perspective. Journal of the academy of marketing science, 26, 101-114.
143. Ha, H. Y. (2006). An integrative model of consumer satisfaction in the context of e‐services. International Journal of Consumer Studies, 30(2), 137-149.
144. Ha, Y. (2018). Expectations gap, anticipated regret, and behavior intention in the context of rapid technology evolvement. Industrial Management & Data Systems, 118(3), 606-617.
145. Hair, J. F., Astrachan, C. B., Moisescu, O. I., Radomir, L., Sarstedt, M., Vaithilingam, S., & Ringle, C. M. (2021). Executing and interpreting applications of PLS-SEM: Updates for family business researchers. Journal of Family Business Strategy, 12(3).
146. Hair, J. F., Babin, B. J., & Anderson, R. E. (2018). Multivariate Data Analysis. Cengage Learning.
147. Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM). Sage.
148. Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial least squares structural equation modeling (PLS-SEM) using R: A workbook. Springer Nature Switzerland AG.
149. Hair, J. F., Jr., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd ed.). SAGE.
150. Hair, J. F., & Sarstedt, M. (2021). Explanation plus prediction—The logical focus of project management research. Project Management Journal, 52(4), 319-322.
151. Hair, J. F., Sarstedt, M., & Ringle, C. M. (2019). Rethinking some of the rethinking of partial least squares. European Journal of Marketing, 53(4), 566-584.
152. Hair Jr, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM). SAGE.
153. Handley, L. (2013). Customer retention: Brave new world of consumer dynamics. MarketingWeek. Retrieved November 15, 2023, from https://www.marketingweek.com/customer-retention-brave-new-world-of-consumer-dynamics/
154. Harmeling, C. M., Moffett, J. W., Arnold, M. J., & Carlson, B. D. (2017). Toward a theory of customer engagement marketing. Journal of the academy of marketing science, 45, 312-335.
155. Harrison-Walker, L. J. (2019). The effect of consumer emotions on outcome behaviors following service failure. Journal of services Marketing, 33(3), 285-302.
156. Haverila, M. J., Haverila, K., McLaughlin, C., & Tran, H. (2022). The impact of tangible and intangible rewards on online loyalty program, brand engagement, and attitudinal loyalty. Journal of Marketing Analytics, 10(1), 64-81.
157. Hayes, A. F. (2018). Introduction to Mediation, Moderation and Conditional Process Analysis: A Regression-Based Approach (2nd ed). Guilford Press.
158. Henderson, C. M., Steinhoff, L., Harmeling, C. M., & Palmatier, R. W. (2021). Customer inertia marketing. Journal of the academy of marketing science, 49(2), 350-373.
159. Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43(1), 115-135.
160. Hidalgo, A., Martín-Barroso, D., Nuñez-Serrano, J. A., Turrión, J., & Velázquez, F. J. (2022). Does hotel management matter to overcoming the COVID-19 crisis? The Spanish case. Tourism management, 88, 104395.
161. Hogan, J. E., Lemon, K. N., & Libai, B. (2003). What is the true value of a lost customer? Journal of Service Research, 5(3), 196-208.
162. Hollebeek, L. D., & Macky, K. (2019). Digital content marketing's role in fostering consumer engagement, trust, and value: Framework, fundamental propositions, and implications. Journal of interactive marketing, 45(1), 27-41.
163. Homburg, C., Droll, M., & Totzek, D. (2008). Customer prioritization: does it pay off, and how should it be implemented? Journal of marketing, 72(5), 110-130.
164. Homburg, C., Hoyer, W. D., & Stock, R. M. (2007). How to get lost customers back? A study of antecedents of relationship revival. Journal of the academy of marketing science, 35(4), 461-474.
165. Homburg, C., Jozić, D., & Kuehnl, C. (2017). Customer experience management: toward implementing an evolving marketing concept. Journal of the academy of marketing science, 45, 377-401.
166. Homburg, C., Wieseke, J., & Bornemann, T. (2009). Implementing the marketing concept at the employee-customer interface: the role of customer need knowledge. Journal of marketing, 73(4), 64-81.
167. Hossain, M. S., Rahman, M. F., & Zhou, X. (2021). Impact of customers' interpersonal interactions in social commerce on customer relationship management performance. Journal of Contemporary Marketing Science, 4(1), 161-181.
168. Hotho, J., Minbaeva, D., Muratbekova-Touron, M., & Rabbiosi, L. (2020). Coping with favoritism in recruitment and selection: a communal perspective. Journal of Business Ethics, 165, 659-679.
169. Hsee, C. K., Yu, F., Zhang, J., & Zhang, Y. (2003). Medium maximization. Journal of consumer Research, 30(1), 1-14.
170. Hsieh, C.-M. (2018). A multilevel analysis of the service marketing triangle in theme parks. Journal of Travel & Tourism Marketing, 35(2), 130-147.
171. Hu, L.-t., Bentler, P. M., & Kano, Y. (1992). Can test statistics in covariance structure analysis be trusted? Psychological bulletin, 112(2), 351.
172. Hu, Y.-H., & Yeh, T.-W. (2014). Discovering valuable frequent patterns based on RFM analysis without customer identification information. Knowledge-Based Systems, 61, 76-88.
173. Hua, N., Wei, W., L. DeFranco, A., & Wang, D. (2018). Do loyalty programs really matter for hotel operational and financial performance? International Journal of Contemporary Hospitality Management, 30(5), 2195-2213.
174. Huang, C.-T., & Chen, P.-T. (2010). Do reward programs truly build loyalty for lodging industry? International Journal of Hospitality Management, 29(1), 128-135.
175. Huang, J., & Xiong, W. (2010). The effect of win-back investment on lost consumers’ intention of reinitiating relationship. Frontiers of Business research in China, 4(3), 485-497.
176. Hughes, A. M. (1994). Strategic database marketing. Probus Publishing Company.
177. Hui, B. S., & Wold, H. (1982). Consistency and consistency at large of partial least squares estimates. Systems under indirect observation, part II, 119-130.
178. Hung, S.-Y., Ku, Y.-C., Liang, T.-P., & Lee, C.-J. (2007). Regret avoidance as a measure of DSS success: An exploratory study. Decision support systems, 42(4), 2093-2106.
179. Inman, J. J., & Zeelenberg, M. (2002). Regret in repeat purchase versus switching decisions: The attenuating role of decision justifiability. Journal of consumer Research, 29(1), 116-128.
180. Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005). The role of relational information processes and technology use in customer relationship management. Journal of marketing, 69(4), 177-192.
181. Jian, H., & Yuantao, J. (2021). System Dynamic Simulation of Online Customers for Cruise Travel: Based on the Customer Life Cycle Perspective. Wireless Communications and Mobile Computing, 2021, 1-10.
182. Jiang, Y., Zhang, X., & Balaji, M. (2022). Customer-perceived value influence on luxury hotel purchase intention among potential customers. Tourism Analysis, 27(4), 559-566.
183. Jin, X., Zhao, Y., Song, W., & Zhao, T. (2021). Save for safe: Effect of COVID-19 pandemic on consumers' saving and spending behavior in China. Frontiers in psychology, 12, 636859.
184. Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of economic psychology, 12(2), 267-286.
185. Jöreskog, K. G. (1971). Simultaneous factor analysis in several populations. psychometrika, 36(4), 409-426.
186. Just, D. R. (2013). Introduction to Behavioral Economics: Noneconomic Factors That Shape Economic Decisions. Wiley.
187. Kahneman, D., & Tversky, A. (1979). Prospect theory: An analysis of decision under risk. Econometrica, 47(2), 263-291.
188. Kainth, J. S., & Verma, H. V. (2011). Consumer perceived value: construct apprehension and its evolution. Journal of Advanced Social Research, 1(1), 20-57.
189. Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of Social Media. Business horizons, 53(1), 59-68.
190. Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of marketing, 59(2), 71-82.
191. Keaveney, S. M., Huber, F., & Herrmann, A. (2007). A model of buyer regret: Selected prepurchase and postpurchase antecedents with consequences for the brand and the channel. Journal of Business Research, 60(12), 1207-1215.
192. Keh, H. T., & Lee, Y. H. (2006). Do reward programs build loyalty for services?: The moderating effect of satisfaction on type and timing of rewards. Journal of Retailing, 82(2), 127-136.
193. Khairawati, S. (2020). Effect of customer loyalty program on customer satisfaction and its impact on customer loyalty. International Journal of Research in Business and Social Science (2147-4478), 9(1), 15-23.
194. Kim, J. J., Lee, Y., & Han, H. (2019). Exploring competitive hotel selection attributes among guests: An importance-performance analysis. Journal of Travel & Tourism Marketing, 36(9), 998-1011.
195. Kim, J. J., Steinhoff, L., & Palmatier, R. W. (2021). An emerging theory of loyalty program dynamics. Journal of the academy of marketing science, 49, 71-95.
196. Kim, K., & Ahn, S. J. (2017). Rewards that undermine customer loyalty? A motivational approach to loyalty programs. Psychology & Marketing, 34(9), 842-852.
197. Kim, S., & Yoon, Y. (2003). The Hierarchical Effects of Affective and Cognitive Components on Tourism Destination Image. Journal of Travel & Tourism Marketing, 14(2), 1-22.
198. 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.
199. Kivela, J., Inbakaran, R., & Reece, J. (1999). Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage. International Journal of Contemporary Hospitality Management, 11(5), 205-222.
200. Kivetz, R., & Simonson, I. (2002). Earning the Right to Indulge: Effort as a Determinant of Customer Preferences Toward Frequency Program Rewards. Journal of Marketing Research - J MARKET RES-CHICAGO, 39, 155-170.
201. Kivetz, R., Urminsky, O., & Zheng, Y. (2006a). The Goal-Gradient Hypothesis Resurrected: Purchase Acceleration, Illusionary Goal Progress, and Customer Retention. Journal of Marketing Research - J MARKET RES-CHICAGO, 43, 39-58.
202. Kivetz, R., Urminsky, O., & Zheng, Y. (2006b). The goal-gradient hypothesis resurrected: Purchase acceleration, illusionary goal progress, and customer retention. Journal of marketing research, 43(1), 39-58.
203. Kock, N. (2015). Common method bias in PLS-SEM: A full collinearity assessment approach. International Journal of e-Collaboration (ijec), 11(4), 1-10.
204. Kono, S., & Sato, M. (2023). The potentials of partial least squares structural equation modeling (PLS-SEM) in leisure research. Journal of leisure research, 54(3), 309-329.
205. Koo, B., Yu, J., & Han, H. (2020). The role of loyalty programs in boosting hotel guest loyalty: Impact of switching barriers. International Journal of Hospitality Management, 84, 102328.
206. Koshki, N., Esmaeilpour, H., & Ardestani, A. S. (2014). The study on the effects of environmental quality, food and restaurant services on mental image of the restaurant, customer perceived value, customer satisfaction and customer behavioral intentions:(Case study of Boroujerd's restaurants). Kuwait Chapter of the Arabian Journal of Business and Management Review, 3(10), 261.
207. Kreis, H., & Mafael, A. (2014). The influence of customer loyalty program design on the relationship between customer motives and value perception. Journal of Retailing and Consumer Services, 21(4), 590-600.
208. Kuang, Y., & Ng, C. T. (2018). Pricing substitutable products under consumer regrets. International Journal of Production Economics, 203, 286-300.
209. Kumar, V., Bhagwat, Y., & Zhang, X. (2015). Regaining “lost” customers: The predictive power of first-lifetime behavior, the reason for defection, and the nature of the win-back offer. Journal of marketing, 79(4), 34-55.
210. Kumar, V., Leszkiewicz, A., & Herbst, A. (2018). Are you back for good or still shopping around? Investigating customers' repeat churn behavior. Journal of marketing research, 55(2), 208-225.
211. Kumar, V., & Reinartz, W. (2016). Creating enduring customer value. Journal of marketing, 80(6), 36-68.
212. Kumar, V., & Reinartz, W. J. (2006). Customer relationship management: A databased approach. Wiley Hoboken.
213. Kuo, Y.-F., Wu, C.-M., & Deng, W.-J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887-896.
214. Kurzban, R., & Houser, D. (2005). Experiments investigating cooperative types in humans: A complement to evolutionary theory and simulations. Proceedings of the National Academy of Sciences, 102(5), 1803-1807.
215. Kwong, J. Y., Soman, D., & Ho, C. K. (2011). The role of computational ease on the decision to spend loyalty program points. Journal of Consumer Psychology, 21(2), 146-156.
216. Lacey, R., & Sneath, J. Z. (2006). Customer loyalty programs: are they fair to consumers? Journal of Consumer Marketing, 23(7), 458-464.
217. Lai, I. K. W. (2019). Hotel image and reputation on building customer loyalty: An empirical study in Macau. Journal of Hospitality and Tourism Management, 38, 111-121.
218. Lai, I. K. W. (2020). An examination of satisfaction on word of mouth regarding Portuguese foods in Macau: Applying the concept of integrated satisfaction. Journal of Hospitality and Tourism Management, 43, 100-110.
219. Lai, I. K. W., & Hitchcock, M. (2016). A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-Dimensional importance-performance analysis. Tourism management, 55, 139-159.
220. Lalwani, P., Mishra, M. K., Chadha, J. S., & Sethi, P. (2022). Customer churn prediction system: a machine learning approach. Computing, 1-24.
221. Lapierre, J. (2000). Customer‐perceived value in industrial contexts. Journal of Business & Industrial Marketing, 15(2/3), 122-145.
222. Lavrakas, P. J. (2008). Encyclopedia of survey research methods. Sage publications.
223. Leach, M. P., & Liu, A. H. (2014). It ain't over'til it's over: Evaluating reacquisition opportunities in business-to-business markets. Industrial Marketing Management, 43(4), 573-581.
224. Leach, M. P., Liu, A. H., Pullins, E. B., & Wang, S. (2021). Advocates and adversaries: examining the role of supplier advocacy on customer reacquisition. Journal of Personal Selling & Sales Management, 41(4), 316-329.
225. Lee, J.-S., Tsang, N., & Pan, S. (2015). Examining the differential effects of social and economic rewards in a hotel loyalty program. International Journal of Hospitality Management, 49, 17-27.
226. Lee, S.-H., & Workman, J. E. (2018). Consumer tendency to regret, compulsive buying, gender, and fashion time-of-adoption groups. International journal of fashion design, technology and education, 11(3), 265-276.
227. Lee, S. H., & Cotte, J. (2009). Post-purchase consumer regret: Conceptualization and development of the PPCR scale. ACR North American Advances.
228. Lee, T. (2005). The impact of perceptions of interactivity on customer trust and transaction intentions in mobile commerce. Journal of Electronic Commerce Research, 6(3), 165.
229. Leenheer, J., Van Heerde, H. J., Bijmolt, T. H., & Smidts, A. (2007). Do loyalty programs really enhance behavioral loyalty? An empirical analysis accounting for self-selecting members. International Journal of Research in Marketing, 24(1), 31-47.
230. Legate, A. E., Hair, J. F., Chretien, J. L., & Risher, J. J. (2023). PLS‐SEM: Prediction‐oriented solutions for HRD researchers. Human Resource Development Quarterly, 34(1), 91-109.
231. Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of marketing, 80(6), 69-96.
232. Lemon, K. N., White, T. B., & Winer, R. S. (2002). Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision. Journal of marketing, 66(1), 1-14.
233. Lewis, M. (2004). The influence of loyalty programs and short-term promotions on customer retention. Journal of marketing research, 41(3), 281-292.
234. Li, C.-Y. (2018). Consumer behavior in switching between membership cards and mobile applications: The case of Starbucks. Computers in Human Behavior, 84, 171-184.
235. Li, Y., Hou, B., Wu, Y., Zhao, D., Xie, A., & Zou, P. (2021). Giant fight: Customer churn prediction in traditional broadcast industry. Journal of Business Research, 131, 630-639.
236. Liao, C., Lin, H.-N., Luo, M. M., & Chea, S. (2017). Factors influencing online shoppers’ repurchase intentions: The roles of satisfaction and regret. Information & Management, 54(5), 651-668.
237. Liao, C., Liu, C.-C., Liu, Y.-P., To, P.-L., & Lin, H.-N. (2011). Applying the expectancy disconfirmation and regret theories to online consumer behavior. Cyberpsychology, Behavior, and Social Networking, 14(4), 241-246.
238. Lindgreen, A., Davis, R., Brodie, R. J., & Buchanan‐Oliver, M. (2000). Pluralism in contemporary marketing practices. International Journal of Bank Marketing, 18(6), 294-308.
239. Linoff, G. S. (1999). CRM: aka, the intelligent enterprise? Intelligent Enterprise, 16(November), 8-13.
240. Liu, A. (2000). Casino database marketing and market segmentation in Las Vegas hotel/casinos. University of Nevada, Las Vegas.
241. Liu, A., Leach, M., & Chugh, R. (2015). A sales process framework to regain B2B customers. Journal of Business & Industrial Marketing, 30(8), 906-914.
242. Liu, A. H., Leach, M. P., & Bernhardt, K. L. (2005). Examining customer value perceptions of organizational buyers when sourcing from multiple vendors. Journal of Business Research, 58(5), 559-568.
243. Liu, J., & Jo, W. (2020). Value co-creation behaviors and hotel loyalty program member satisfaction based on engagement and involvement: Moderating effect of company support. Journal of Hospitality and Tourism Management, 43, 23-31.
244. Liu, Y. (2007). The Long-Term Impact of Loyalty Programs on Consumer Purchase Behavior and Loyalty. Journal of marketing, 71(4), 19-35.
245. Liu, Y., Wang, X., & Wang, S. (2022). Research on service robot adoption under different service scenarios. Technology in Society, 68, 101810.
246. Liu, Z., Li, Z., Zhang, J., Feng, Q., & Chen, J. (2024). A new scale for older resident satisfaction with residential integrated care in China: Development and validation. Geriatric Nursing, 57, 224-231.
247. Lo, A. S.-Y., & Im, H. H. (2014). Drivers of customer–brand relationship quality: A case of mainland Chinese hotel loyalty program members. Journal of Travel & Tourism Marketing, 31(7), 763-782.
248. Lo, A. S., Im, H. H., Chen, Y., & Qu, H. (2017). Building brand relationship quality among hotel loyalty program members. International Journal of Contemporary Hospitality Management, 29(1), 458-488.
249. Lo, A. S., Stalcup, L. D., & Lee, A. (2010). Customer relationship management for hotels in Hong Kong. International Journal of Contemporary Hospitality Management, 22(2), 139-159.
250. Lohmöller, J.-B. (1989). Latent Variable Path Modeling with Partial Least Squares. Heidelberg.
251. Luiz, M. (1987). Consumer behaviour in tourism. European Journal of Marketing, 21(10).
252. Luo, J. M., Lam, C. F., & Fan, D. X. (2020). The development of measurement scale for entertainment tourism experience: A case study in Macau. Current Issues in Tourism, 23(7), 852-866.
253. Luo, J. M., & Ye, B. H. (2020). Role of generativity on tourists’ experience expectation, motivation and visit intention in museums. Journal of Hospitality and Tourism Management, 43, 120-126.
254. Magatef, S. G., & Tomalieh, E. F. (2015). The impact of customer loyalty programs on customer retention. International Journal of Business and Social Science, 6(8), 78-93.
255. Manley, S. C., Hair, J. F., Williams, R. I., & McDowell, W. C. (2021). Essential new PLS-SEM analysis methods for your entrepreneurship analytical toolbox. International Entrepreneurship and Management Journal, 17(4), 1805-1825.
256. Manser Payne, E. H., Dahl, A. J., & Peltier, J. (2021). Digital servitization value co-creation framework for AI services: a research agenda for digital transformation in financial service ecosystems. Journal of Research in Interactive Marketing, 15(2), 200-222.
257. Marcoulides, G. A., & Saunders, C. (2006). Editor's comments: PLS: a silver bullet? MIS quarterly, iii-ix.
258. Martínez, P., & Del Bosque, I. R. (2013). CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35, 89-99.
259. Marx, K. (1887). Capital: A Critical Analysis of Capitalist Production. Swan Sonnenschein, Lowrey, & Co.
260. Matthews, L. (2017). Applying multigroup analysis in PLS-SEM: A step-by-step process. Partial least squares path modeling: Basic concepts, methodological issues and applications, 219-243.
261. Mauri, A. G., & Minazzi, R. (2013). Web reviews influence on expectations and purchasing intentions of hotel potential customers. International journal of hospitality management, 34, 99-107.
262. Mauss, M. (1966). The gift: Forms and Functions of Exchange in Archaic Societies. COHEN & WEST LTD.
263. McCall, M., & McMahon, D. (2015). Customer Loyalty Program Management. Cornell Hospitality Quarterly, 57(1), 111-115.
264. McCall, M., & Voorhees, C. (2010). The drivers of loyalty program success: An organizing framework and research agenda. Cornell Hospitality Quarterly, 51(1), 35-52.
265. McDonald, M. (2022). Viewpoint–a big opportunity for interactive marketing post-COVID-19. Journal of Research in Interactive Marketing, 16(1), 15-21.
266. McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of services Marketing, 14(5), 392-410.
267. Meire, M. (2021). Customer comeback: Empirical insights into the drivers and value of returning customers. Journal of Business Research, 127, 193-205.
268. Melancon, J. P., Noble, S. M., & Noble, C. H. (2011). Managing rewards to enhance relational worth. Journal of the academy of marketing science, 39, 341-362.
269. Melnyk, V., & Bijmolt, T. (2015). The effects of introducing and terminating loyalty programs. European Journal of Marketing, 49(3/4), 398-419.
270. Memon, M. A., Ramayah, T., Cheah, J.-H., Ting, H., Chuah, F., & Cham, T. H. (2021). PLS-SEM statistical programs: a review. Journal of Applied Structural Equation Modeling, 5(1), 1-14.
271. Meyer‐Waarden, L. (2008). The influence of loyalty programme membership on customer purchase behaviour. European Journal of Marketing, 42(1/2), 87-114.
272. Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of marketing research, 38(1), 131-142.
273. Moore, M. (2012). Interactive media usage among millennial consumers. Journal of Consumer Marketing, 29(6), 436-444.
274. Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of marketing, 58(3), 20-38.
275. Mourali, M., Yang, Z., Pons, F., & Hassay, D. (2018). Consumer power and choice deferral: The role of anticipated regret. International Journal of Research in Marketing, 35(1), 81-99.
276. Mullen, M. R. (1995). Diagnosing measurement equivalence in cross-national research. Journal of International Business Studies, 26, 573-596.
277. Muller, M., Shami, N. S., Millen, D. R., & Feinberg, J. (2010). We are all lurkers: consuming behaviors among authors and readers in an enterprise file-sharing service. Proceedings of the 2010 ACM International Conference on Supporting Group Work, Sanibel Island, Florida, USA.
278. Nagaraju, J., & Vijaya, J. (2022). Boost customer churn prediction in the insurance industry using meta-heuristic models. International Journal of Information Technology, 14(5), 2619-2631.
279. Nam, J., Ekinci, Y., & Whyatt, G. (2011). Brand equity, brand loyalty and consumer satisfaction. Annals of tourism research, 38(3), 1009-1030.
280. Namin, A. (2017). Revisiting customers' perception of service quality in fast food restaurants. Journal of Retailing and Consumer Services, 34, 70-81.
281. Namkung, Y., & Jang, S. (2007). Does food quality really matter in restaurants? Its impact on customer satisfaction and behavioral intentions. Journal of Hospitality & Tourism Research, 31(3), 387-409.
282. Nasution, H. N., Mavondo, F. T., Matanda, M. J., & Ndubisi, N. O. (2011). Entrepreneurship: Its relationship with market orientation and learning orientation and as antecedents to innovation and customer value. Industrial Marketing Management, 40(3), 336-345.
283. Naumann, E., Haverila, M., Sajid Khan, M., & Williams, P. (2010). Understanding the causes of defection among satisfied B2B service customers. Journal of Marketing Management, 26(9-10), 878-900.
284. Ngo, V. M. (2015). Measuring customer satisfaction: a literature review. Proceedings of the 7th International Scientific Conference Finance and Performance of Firms in Science, Education and Practice (vol. 7, pp. 1637-1654), Tomas Bata University.
285. Nguyen, D. M., & Chiu, Y.-T. H. (2023). Corporate social responsibility authenticity as an antecedent to customer citizenship behavior: evidence from hospitality industry in Taiwan. Journal of Hospitality Marketing & Management, 32(4), 477-504.
286. Nowak, M. A. (2006). Five rules for the evolution of cooperation. science, 314(5805), 1560-1563.
287. Nowak, M. A., & Sigmund, K. (2005). Evolution of indirect reciprocity. Nature, 437(7063), 1291-1298.
288. Nunes, J. C., & Drèze, X. (2006). Your loyalty program is betraying you. Harvard business review, 84(4), 124-131; 150.
289. Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91, 102414.
290. O'Brien, L., & Jones, C. (1995). Do rewards really create loyalty? Long Range Planning, 28(4), 130-130.
291. O'Malley, L. (1998). Can loyalty schemes really build loyalty? Marketing Intelligence & Planning, 16, 47-55.
292. Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. The McGraw-Hill Companies, Inc.
293. Oliver, R. L. (2010). Satisfaction: A Behavioral Perspective on the Consumer: A Behavioral Perspective on the Consumer. Routledge.
294. Ong, C.-S., & Day, M.-Y. (2010). An integrated evaluation model of user satisfaction with social media services. 2010 IEEE International Conference on Information Reuse & Integration, IEEE.
295. Osiński, J. (2009). Kin altruism, reciprocal altruism and social discounting. Personality and Individual Differences, 47(4), 374-378.
296. Oswald, I. (1962). Sleeping and waking: Physiology and psychology.
297. Panchanathan, K., & Boyd, R. (2004). Indirect reciprocity can stabilize cooperation without the second-order free rider problem. Nature, 432(7016), 499-502.
298. Pansari, A., & Kumar, V. (2017). Customer engagement: the construct, antecedents, and consequences. Journal of the academy of marketing science, 45, 294-311.
299. Paraskevaidis, P., & Andriotis, K. (2017). Altruism in tourism: Social exchange theory vs altruistic surplus phenomenon in host volunteering. Annals of tourism research, 62, 26-37.
300. Park, J., & Hill, W. T. (2018). Exploring the role of justification and cognitive effort exertion on post-purchase regret in online shopping. Computers in Human Behavior, 83, 235-242.
301. Park, W., & Ahn, H. (2022). Not All Churn Customers Are the Same: Investigating the Effect of Customer Churn Heterogeneity on Customer Value in the Financial Sector. Sustainability, 14, Article 12328.
302. Parker, A. M., & Fischhoff, B. (2005). Decision‐making competence: External validation through an individual‐differences approach. Journal of Behavioral Decision Making, 18(1), 1-27.
303. Parker, C., & Mathews, B. P. (2001). Customer satisfaction: contrasting academic and consumers’ interpretations. Marketing Intelligence & Planning, 19(1), 38-44.
304. Pascual, M. E., & Cain, L. N. (2022). Loyalty programs: The vital safety feature for airlines to survive COVID-19. International Hospitality Review, 36(1), 124-130.
305. Pasharibu, Y., Soerijanto, J. A., & Jie, F. (2020). Intention to buy, interactive marketing, and online purchase decisions. Jurnal Ekonomi Dan Bisnis, 23(2), 339-356.
306. Patterson, P. G., & Spreng, R. A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination. International Journal of Service Industry Management, 8(5), 414-434.
307. Peltier, J. W., Dahl, A. J., & Schibrowsky, J. A. (2024). Artificial intelligence in interactive marketing: A conceptual framework and research agenda. Journal of Research in Interactive Marketing, 18(1), 54-90.
308. Pérez, A., & Rodríguez del Bosque, I. (2013). Customer personal features as determinants of the formation process of corporate social responsibility perceptions. Psychology & Marketing, 30(10), 903-917.
309. Pesonen, J., Komppula, R., & Murphy, J. (2019). Plastic loyalty – Investigating loyalty card programs for a Finnish hotel chain. Tourism Management, 73, 115-122.
310. Petrick, J. F. (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of leisure research, 34(2), 119-134.
311. Pez, V., Butori, R., & Mimouni-Chaabane, A. (2017). The dark side of the pressure exerted by loyalty programs on consumers: Practical and ethical issues. Recherche et Applications en Marketing (English Edition), 32(3), 71-83.
312. Pick, D., Thomas, J. S., Tillmanns, S., & Krafft, M. (2016). Customer win-back: the role of attributions and perceptions in customers’ willingness to return. Journal of the academy of marketing science, 44, 218-240.
313. Picón-Berjoyo, A., Ruiz-Moreno, C., & Castro, I. (2016). A mediating and multigroup analysis of customer loyalty. European Management Journal, 34(6), 701-713.
314. Pizam, A., & Ellis, T. (1999). Customer satisfaction and its measurement in hospitality enterprises. International Journal of Contemporary Hospitality Management, 11(7), 326-339.
315. Pizam, A., Ozturk, A. B., Hacikara, A., Zhang, T., Balderas-Cejudo, A., Buhalis, D., Fuchs, G., Hara, T., Meira, J., & Revilla, R. G. M. (2024). The role of perceived risk and information security on customers' acceptance of service robots in the hotel industry. International Journal of Hospitality Management, 117, 103641.
316. Pizam, A., Shapoval, V., & Ellis, T. (2016). Customer satisfaction and its measurement in hospitality enterprises: a revisit and update. International Journal of Contemporary Hospitality Management, 28(1), 2-35.
317. Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: a critical review of the literature and recommended remedies. Journal of applied psychology, 88(5), 879-903.
318. Poon, W. C., & Lock‐Teng Low, K. (2005). Are travellers satisfied with Malaysian hotels? International Journal of Contemporary Hospitality Management, 17(3), 217-227.
319. Prentice, C., Wang, X., & Loureiro, S. M. C. (2019). The influence of brand experience and service quality on customer engagement. Journal of Retailing and Consumer Services, 50, 50-59.
320. Purohit, A., & Thakar, U. (2019). Role of information and communication technology in improving loyalty program effectiveness: a comprehensive approach and future research agenda. Information Technology & Tourism, 21(2), 259-280.
321. Qiu, R. T., Park, J., Li, S., & Song, H. (2020). Social costs of tourism during the COVID-19 pandemic. Annals of tourism research, 84, 102994.
322. Rahmi, R. A., & Handayani, P. W. (2024). The influence of users’ perspective factors on mobile banking adoption in Indonesia. Journal of Science and Technology Policy Management, 15(6), 1408-1425.
323. Ramaseshan, B., Bejou, D., Jain, S. C., Mason, C., & Pancras, J. (2006). Issues and perspectives in global customer relationship management. Journal of Service Research, 9(2), 195-207.
324. Ramaseshan, B., Rabbanee, F. K., & Tan Hsin Hui, L. (2013). Effects of customer equity drivers on customer loyalty in B2B context. Journal of Business & Industrial Marketing, 28(4), 335-346.
325. Rand, D. G., & Nowak, M. A. (2013). Human cooperation. Trends in cognitive sciences, 17(8), 413-425.
326. Rathnayake, D. T. (2021). Gen Y consumers' brand loyalty: a brand romance perspective. Marketing Intelligence & Planning, 39(6), 761-776.
327. Reb, J. (2008). Regret aversion and decision process quality: Effects of regret salience on decision process carefulness. Organizational behavior and human decision processes, 105(2), 169-182.
328. Reichheld, F. F., & Sasser, W. E. (1990). Zero defections: quality comes to services. Harvard business review, 68(5), 105-111.
329. Reichheld, F. F., & Teal, T. (1996). The loyalty effect : the hidden force behind growth, profits, and lasting value. Harvard Business School Press.
330. Reisinger, Y., & Turner, L. (2012). Cross-cultural behaviour in tourism. Routledge.
331. Rilling, J. K., Gutman, D. A., Zeh, T. R., Pagnoni, G., Berns, G. S., & Kilts, C. D. (2002). A neural basis for social cooperation. Neuron, 35(2), 395-405.
332. Risselada, H., Verhoef, P. C., & Bijmolt, T. H. (2010). Staying power of churn prediction models. Journal of interactive marketing, 24(3), 198-208.
333. Rotman, J. D., Lee, S. H. M., & Perkins, A. W. (2017). The warmth of our regrets: Managing regret through physiological regulation and consumption. Journal of Consumer Psychology, 27(2), 160-170.
334. Rust, R. T., Kim, J., Dong, Y., Kim, T. J., & Lee, S. (2015). Drivers of customer equity. Handbook of Research on Customer Equity in Marketing, 17.
335. Ryu, K., Han, H., & Jang, S. (2010). Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast‐casual restaurant industry. International Journal of Contemporary Hospitality Management, 22(3), 416-432.
336. Ryu, K., Han, H., & Kim, T.-H. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27(3), 459-469.
337. Sánchez-Fernández, R., & Iniesta-Bonillo, M. Á. (2007). The concept of perceived value: a systematic review of the research. Marketing theory, 7(4), 427-451.
338. Sánchez-García, I., & Currás-Pérez, R. (2011). Effects of dissatisfaction in tourist services: The role of anger and regret. Tourism Management, 32(6), 1397-1406.
339. Sánchez, J., Callarisa, L., Rodriguez, R. M., & Moliner, M. A. (2006). Perceived value of the purchase of a tourism product. Tourism management, 27(3), 394-409.
340. Santos, F. C., & Pacheco, J. M. (2006). A new route to the evolution of cooperation. Journal of evolutionary biology, 19(3), 726-733.
341. Sarstedt, M., & Cheah, J.-H. (2019). Partial least squares structural equation modeling using SmartPLS: a software review. In. CH: Springer.
342. Sarstedt, M., & Danks, N. P. (2022). Prediction in HRM research–a gap between rhetoric and reality. Human Resource Management Journal, 32(2), 485-513.
343. Sarstedt, M., Hair, J. F., Pick, M., Liengaard, B. D., Radomir, L., & Ringle, C. M. (2022). Progress in partial least squares structural equation modeling use in marketing research in the last decade. Psychology & Marketing, 39(5), 1035-1064.
344. Sarstedt, M., & Mooi, E. (2014). A Concise Guide to Market Research Springer.
345. Sarstedt, M., Ringle, C., & Hair, J. F. (2021). Partial Least Squares Structural Equation Modeling. In C. H. e. al. (Ed.), Handbook of Market Research (pp. 1-47). Springer Nature Switzerland.
346. Sarstedt, M., Ringle, C. M., Cheah, J.-H., Ting, H., Moisescu, O. I., & Radomir, L. (2020). Structural model robustness checks in PLS-SEM. Tourism Economics, 26(4), 531-554.
347. Schlägel, C., & Sarstedt, M. (2016). Assessing the measurement invariance of the four-dimensional cultural intelligence scale across countries: A composite model approach. European Management Journal, 34(6), 633-649.
348. Schmittlein, D. C., Morrison, D. G., & Colombo, R. (1987). Counting your customers: Who-are they and what will they do next? Management science, 33(1), 1-24.
349. Senić, R., & Milojević, S. (2017). Correction: Recovering lost customers (2015, Vol. 3, No. 2, p. 25-40). Hotel and Tourism Management, 5(1), 113-124.
350. Setiawati, A. P., Susetyorini Susetyorini, U. E., Rusdiyanto, R., Astanto, D., Ulum, B., Khadijah, S. N., Trimarjono, A., Syafii, M., Mubarroq, A., & Kristiningsih, K. (2019). The Role Of Customer Service Through Customer Relationship Management (CRM) To Increase Customer Loyalty And Good lmage. International Journal of Scientific and Technology Research, 8(10), 2004-2007.
351. Shahijan, M. K., Rezaei, S., & Amin, M. (2018). Qualities of effective cruise marketing strategy: Cruisers’ experience, service convenience, values, satisfaction and revisit intention. International Journal of Quality & Reliability Management, 35(10), 2304-2327.
352. Shahin, A., & Zairi, M. (2009). Kano model: A dynamic approach for classifying and prioritising requirements of airline travellers with three case studies on international airlines. Total Quality Management, 20(9), 1003-1028.
353. Shani, Y., Danziger, S., & Zeelenberg, M. (2015). Choosing between options associated with past and future regret. Organizational behavior and human decision processes, 126, 107-114.
354. Sharma, A., & Bhardwaj, P. (2015). Perceived benefits of loyalty programmes and their impact on purchase intentions of customers. PRIMA: Practices and Research in Marketing, 6(1 & 2).
355. Sharp, B., & Sharp, A. (1997). Loyalty programs and their impact on repeat-purchase loyalty patterns. International Journal of Research in Marketing, 14(5), 473-486.
356. Sheth, J. N., & Parvatlyar, A. (1995). Relationship marketing in consumer markets: antecedents and consequences. Journal of the academy of marketing science, 23(4), 255-271.
357. Shmueli, G., & Koppius, O. R. (2011). Predictive analytics in information systems research. MIS quarterly, 553-572.
358. Shmueli, G., Sarstedt, M., Hair, J. F., Cheah, J.-H., Ting, H., Vaithilingam, S., & Ringle, C. M. (2019). Predictive model assessment in PLS-SEM: guidelines for using PLSpredict. European Journal of Marketing, 53(11), 2322-2347.
359. Shoemaker, S., & Lewis, R. C. (1999). Customer loyalty: the future of hospitality marketing. International Journal of Hospitality Management, 18(4), 345-370.
360. Sigala, M. (2020). Tourism and COVID-19: Impacts and implications for advancing and resetting industry and research. Journal of Business Research, 117, 312-321.
361. Simonson, I. (1992). The influence of anticipating regret and responsibility on purchase decisions. Journal of consumer Research, 19(1), 105-118.
362. Smith, A., & Sparks, L. (2009). “It's nice to get a wee treat if you've had a bad week”: Consumer motivations in retail loyalty scheme points redemption. Journal of Business Research, 62(5), 542-547.
363. Söderlund, M., & Colliander, J. (2015). Loyalty program rewards and their impact on perceived justice, customer satisfaction, and repatronize intentions. Journal of Retailing and Consumer Services, 25, 47-57.
364. Stauss, B., & Friege, C. (1999). Regaining service customers: costs and benefits of regain management. Journal of Service Research, 1(4), 347-361.
365. Steinhoff, L., & Palmatier, R. W. (2016). Understanding loyalty program effectiveness: managing target and bystander effects. Journal of the academy of marketing science, 44, 88-107.
366. Steriade, M., Timofeev, I., & Grenier, F. (2001). Natural waking and sleep states: a view from inside neocortical neurons. Journal of neurophysiology, 85(5), 1969-1985.
367. Stone, M., Findlay, G., Evans, M., & Leonard, M. (2001). Data chaos-A court case waiting to Happen. International journal of customer relationship management, 4, 167-183.
368. Streukens, S., & Leroi-Werelds, S. (2016). Bootstrapping and PLS-SEM: A step-by-step guide to get more out of your bootstrap results. European Management Journal, 34(6), 618-632.
369. Su, A. Y.-L. (2004). Customer satisfaction measurement practice in Taiwan hotels. International Journal of Hospitality Management, 23(4), 397-408.
370. Su, D. N., Nguyen-Phuoc, D. Q., Duong, T. H., Dinh, M. T. T., Luu, T. T., & Johnson, L. (2022). How does quality of mobile food delivery services influence customer loyalty? Gronroos’s service quality perspective. International Journal of Contemporary Hospitality Management, 34(11), 4178-4205.
371. Su, H.-J., Cheng, K.-F., & Huang, H.-H. (2011). Empirical study of destination loyalty and its antecedent: The perspective of place attachment. The Service Industries Journal, 31(16), 2721-2739.
372. Sun, H., Luo, F., London, J., & Jiao, X. (2014). Fashionable Technology, Fashion Waves, and Post-Adoption Regret and Satisfaction. Proceedings of the International Conference on Information Systems (ICIS), December 14-17, Auckland, New Zealand.
373. Suter, P., & Gmür, M. (2018). Member Values Over Time. A Study of the Relationship Between Member Values, Age and Length Of Membership. Journal of Nonprofit & Public Sector Marketing, 30, 1-26.
374. Swan, J. E., & Combs, L. J. (1976). Product performance and consumer satisfaction: a new concept: an empirical study examines the influence of physical and psychological dimensions of product performance on consumer satisfaction. Journal of marketing, 40(2), 25-33.
375. Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220.
376. Swift, R. S. (2001). Accelerating customer relationships: Using CRM and relationship technologies. Prentice Hall Professional.
377. Taherkhani, L., Daneshvar, A., Amoozad Khalili, H., & Sanaei, M. R. (2023). Analysis of the Customer Churn Prediction Project in the Hotel Industry Based on Text Mining and the Random Forest Algorithm. Advances in Civil Engineering, 2023.
378. Tan, C. C., & Srivastava, M. (2023). What else we can learn on hotel’s service qualities using importance-performance analysis (IPA) and TOPSIS apart from SEM and neural network simulation. In Mathematical and Computational Intelligence to Socio-scientific Analytics and Applications (pp. 169-184). Springer.
379. Tanford, S. (2016). Antecedents and outcomes of hospitality loyalty: A meta-analysis. Cornell Hospitality Quarterly, 57(2), 122-137.
380. Tanford, S., Raab, C., & Kim, Y.-S. (2011). The influence of reward program membership and commitment on hotel loyalty. Journal of Hospitality & Tourism Research, 35(3), 279-307.
381. Tanford, S., Shoemaker, S., & Dinca, A. (2016). Back to the future: progress and trends in hotel loyalty marketing. International Journal of Contemporary Hospitality Management, 28(9), 1937-1967.
382. Tang, X., Jia, J., Zhou, T., & Yin, H. (2010). Research on satisfaction recovery from service failure due to attitude defect and unfair price: A dynamic and longitudinal evaluation model based on customer win-back management. Frontiers of Business research in China, 4(3), 380-408.
383. Taylor, S., & Egeto-Szabo, K. (2017). Exploring awakening experiences: A study of awakening experiences in terms of their triggers, characteristics, duration and after-effects. Journal of Transpersonal Psychology, 49(1), 45-65.
384. Taylor, T., & Geldenhuys, S. (2019). Using partial least squares to measure tourism students’ satisfaction with work-integrated learning. Tourism-perspectives and practices, 1-20.
385. Thaler, R. (1985). Mental Accounting and Consumer Choice. Marketing Science, 4(3), 199-214.
386. Theng So, J., Grant Parsons, A., & Yap, S. F. (2013). Corporate branding, emotional attachment and brand loyalty: the case of luxury fashion branding. Journal of Fashion Marketing and Management: An International Journal, 17(4), 403-423.
387. Thomas, J. S., Blattberg, R. C., & Fox, E. J. (2004). Recapturing Lost Customers. Journal of marketing research, 41(1), 31-45.
388. Thomaz, F., Salge, C., Karahanna, E., & Hulland, J. (2020). Learning from the Dark Web: leveraging conversational agents in the era of hyper-privacy to enhance marketing. Journal of the academy of marketing science, 48, 43-63.
389. Tokman, M., Davis, L. M., & Lemon, K. N. (2007). The WOW factor: Creating value through win-back offers to reacquire lost customers. Journal of Retailing, 83(1), 47-64.
390. Tong, S., Luo, X., & Xu, B. (2020). Personalized mobile marketing strategies. Journal of the academy of marketing science, 48, 64-78.
391. Trivers, R. L. (1971). The evolution of reciprocal altruism. The Quarterly review of biology, 46(1), 35-57.
392. Trivers, R. L. (1985). Social evolution. Menlo Park.
393. Tsang, N. K., Lee, L. Y., Wong, A., & Chong, R. (2012). THEMEQUAL—Adapting the SERVQUAL scale to theme park services: A case of Hong Kong Disneyland. Journal of Travel & Tourism Marketing, 29(5), 416-429.
394. Tsiros, M. (1998). Effect of regret on post-choice valuation: The case of more than two alternatives. Organizational behavior and human decision processes, 76(1), 48-69.
395. Tsiros, M., & Mittal, V. (2000). Regret: A model of its antecedents and consequences in consumer decision making. Journal of consumer Research, 26(4), 401-417.
396. Tversky, A., & Kahneman, D. (1991). Loss aversion in riskless choice: A reference-dependent model. The quarterly journal of economics, 106(4), 1039-1061.
397. Uthayakumar, J., Metawa, N., Shankar, K., & Lakshmanaprabu, S. (2020). Financial crisis prediction model using ant colony optimization. International journal of information management, 50, 538-556.
398. Van den Brink, D., Odekerken‐Schröder, G., & Pauwels, P. (2006). The effect of strategic and tactical cause‐related marketing on consumers' brand loyalty. Journal of Consumer Marketing, 23(1), 15-25.
399. Van Dyne, L., & Pierce, J. L. (2004). Psychological ownership and feelings of possession: Three field studies predicting employee attitudes and organizational citizenship behavior. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 25(4), 439-459.
400. Van Noort, G., Voorveld, H. A., & Van Reijmersdal, E. A. (2012). Interactivity in brand web sites: cognitive, affective, and behavioral responses explained by consumers’ online flow experience. Journal of interactive marketing, 26(4), 223-234.
401. Van Osselaer, S. M., Alba, J. W., & Manchanda, P. (2004). Irrelevant information and mediated intertemporal choice. Journal of Consumer Psychology, 14(3), 257-270.
402. Vargo, S. L., & Lusch, R. F. (2014). Inversions of service-dominant logic. Marketing theory, 14(3), 239-248.
403. Veal, A. J. (2017). Research methods for leisure and tourism. Pearson UK.
404. Veloutsou, C., Gilbert, G. R., Moutinho, L. A., & Goode, M. M. (2005). Measuring transaction‐specific satisfaction in services: Are the measures transferable across cultures? European Journal of Marketing, 39(5/6), 606-628.
405. Verbruggen, M., & Van Emmerik, H. (2020). When staying is dissatisfying: Examining when and why turnover cognitions affect stayers’ career satisfaction. Journal of Management, 46(4), 530-559.
406. Vercruyssen, A., Roose, H., & Van de Putte, B. (2011). Underestimating busyness: Indications of nonresponse bias due to work–family conflict and time pressure. Social Science Research, 40(6), 1691-1701.
407. 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.
408. Verhoef, P. C., & Lemon, K. N. (2013). Successful customer value management: Key lessons and emerging trends. European Management Journal, 31(1), 1-15.
409. Vomberg, A., Homburg, C., & Gwinner, O. (2020). Tolerating and managing failure: An organizational perspective on customer reacquisition management. Journal of marketing, 84(5), 117-136.
410. Wai Lai, I. K. (2019). Hotel image and reputation on building customer loyalty: An empirical study in Macau. Journal of Hospitality and Tourism Management, 38, 111-121.
411. Wang, C. L. (2021). New frontiers and future directions in interactive marketing: inaugural Editorial. Journal of Research in Interactive Marketing, 15(1), 1-9.
412. Wang, E. S.-T. (2015). Effect of food service-brand equity on consumer-perceived food value, physical risk, and brand preference. British Food Journal, 117(2), 553-564.
413. Wang, H.-Y., Liao, C., & Yang, L.-H. (2013). What affects mobile application use? The roles of consumption values. International Journal of Marketing Studies, 5(2), 11.
414. Wang, S.-M. (2018). Effects of interactive marketing on value co-creation in cultural tourism. Journal of Interdisciplinary Mathematics, 21(2), 489-497.
415. Waqas, M., Khan, M. A., Waseem, M. A., & Wajid, N. (2024). From regrets to returns: how interaction quality and store image shape store revisit intentions. International Journal of Retail & Distribution Management, 53(3), 232-245.
416. Wedekind, C., & Milinski, M. (2000). Cooperation through image scoring in humans. science, 288(5467), 850-852.
417. Wei, L., & Xiao, J. (2013). Are points like money? An empirical investigation of reward promotion effectiveness for multicategory retailers. Marketing Letters, 26(1), 99-114.
418. Whitman, D. S., Van Rooy, D. L., & Viswesvaran, C. (2010). Satisfaction, citizenship behaviors, and performance in work units: A meta‐analysis of collective construct relations. Personnel psychology, 63(1), 41-81.
419. Wilson, E. O. (2000). Sociobiology: The new synthesis. Harvard University Press.
420. Wong, A. K. F., Li, P., Pan, Y., Xu, J. B., & Deng, J. (2024). Investigating resident perceptions of medical tourism in Hainan: An integrative analytical approach. Tourism management perspectives, 54, 101305.
421. Woodside, A. G., Frey, L. L., & Daly, R. T. (1989). Linking service quality, customer satisfaction, and behavio. Marketing Health Services, 9(4), 5.
422. Wu, G., & Wu, G. (2006). Conceptualizing and measuring the perceived interactivity of websites. Journal of Current Issues & Research in Advertising, 28(1), 87-104.
423. Wu, R., & Wang, C. L. (2017). The asymmetric impact of other-blame regret versus self-blame regret on negative word of mouth: Empirical evidence from China. European Journal of Marketing, 51(11/12), 1799-1816.
424. Wu, S.-I., & Li, P.-C. (2011). The relationships between CRM, RQ, and CLV based on different hotel preferences. International Journal of Hospitality Management, 30(2), 262-271.
425. Wu, S.-I., & Lu, C.-L. (2012). The relationship between CRM, RM, and business performance: A study of the hotel industry in Taiwan. International Journal of Hospitality Management, 31(1), 276-285.
426. Wulf, K. D., Odekerken-Schröder, G., Canniére, M. H. d., & Van Oppen, C. (2003). What drives consumer participation to loyalty programs? A conjoint analytical approach. Journal of Relationship Marketing, 2(1-2), 69-83.
427. Xie, K. L., Xiong, L., Chen, C.-C., & Hu, C. (2015). Understanding active loyalty behavior in hotel reward programs through customers’ switching costs and perceived program value. Journal of Travel & Tourism Marketing, 32(3), 308-324.
428. Xie, L., & Chen, C.-C. (2014). Hotel loyalty programs: how valuable is valuable enough? International Journal of Contemporary Hospitality Management, 26(1), 107-129.
429. Yacoub, L., & ElHajjar, S. (2021). How do hotels in developing countries manage the impact of COVID-19? The case of Lebanese hotels. International Journal of Contemporary Hospitality Management, 33(3), 929-948.
430. Yang, X., Huang, Y., & Chen, Q. (2023). Less delicious but more natural: The effect of the natural label in promoting ugly food consumption. International Journal of Hospitality Management, 115, 103601.
431. Yang, Y., Liu, Y., Li, H., & Yu, B. (2015). Understanding perceived risks in mobile payment acceptance. Industrial Management & Data Systems, 115(2), 253-269.
432. Yasami, M., Rabiul, M. K., Promsivapallop, P., & Zhu, H. (2022). The COVID-19 crisis and factors driving international tourists’ preferences for contactless dining services. International Journal of Contemporary Hospitality Management, 34(11), 4029-4051.
433. Yi, Y. (1990). A critical review of consumer satisfaction. Review of marketing, 4(1), 68-123.
434. Yi, Y., & Jeon, H. (2003). Effects of loyalty programs on value perception, program loyalty, and brand loyalty. Journal of the academy of marketing science, 31(3), 229-240.
435. Yim, C. K. B., Chan, K. W., & Hung, K. (2007). Multiple reference effects in service evaluations: Roles of alternative attractiveness and self-image congruity. Journal of Retailing, 83(1), 147-157.
436. Yoo, C., Cha, K. C., & Kim, S.-H. (2020). A quantile regression approach to gaining insights for reacquition of defected customers. Journal of Business Research, 120, 443-452.
437. Zeelenberg, M. (1999). The use of crying over spilled milk: A note on the rationality and functionality of regret. Philosophical Psychology, 12(3), 325-340.
438. Zeelenberg, M., & Breugelmans, S. M. (2008). The role of interpersonal harm in distinguishing regret from guilt. Emotion, 8(5), 589.
439. Zeelenberg, M., & Pieters, R. (1999). Comparing service delivery to what might have been: Behavioral responses to regret and disappointment. Journal of Service Research, 2(1), 86-97.
440. Zeelenberg, M., & Pieters, R. (2007). A theory of regret regulation 1.0. Journal of Consumer Psychology, 17(1), 3-18.
441. Zeelenberg, M., Van den Bos, K., Van Dijk, E., & Pieters, R. (2002). The inaction effect in the psychology of regret. Journal of personality and social psychology, 82(3), 314.
442. Zeelenberg, M., van der Pligt, J., & Manstead, A. S. (1998). Undoing regret on Dutch television: Apologizing for interpersonal regrets involving actions or inactions. Personality and Social Psychology Bulletin, 24(10), 1113-1119.
443. Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of marketing, 52(3), 2-22.
444. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the academy of marketing science, 21, 1-12.
445. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.
446. Zeng, K. J., Yu, I. Y., Yang, M. X., & Chan, H. (2022). Communication strategies for multi-tier loyalty programs: The role of progress framing. Tourism Management, 91.
447. Zhang, J., Wu, T., & Fan, Z. (2019). Research on precision marketing model of tourism industry based on user’s mobile behavior trajectory. Mobile Information Systems, 2019.
448. Zhang, T. (2021). Innovations of Loyalty Programs in the Hotel Industry. Journal of Hospitality & Tourism Cases, 9(2), 28-33.
449. Zhao, Z., Zhou, W., Qiu, Z., Li, A., & Wang, J. (2022). Research on ctrip customer churn prediction model based on random forest. Business Intelligence and Information Technology: Proceedings of the International Conference on Business Intelligence and Information Technology BIIT 2021 (pp. 511-523), Springer.
450. Zou, W.-J., Xue, J., & Cai, P.-h. (2015). Spatial differences and variation trends of the development of the R&D Industry in China-An empirical principal component analysis. Journal of Statistics and Management Systems, 18(6), 533-545.