PENGARUH CORPORATE REPUTATIONTERHADAP RECOMMENDATIONMELALUI MEDIASI PERCEIVED VALUE, MODERASI TOUR LEADER PERFORMANCE DANFLOW EXPERIENCE PADA PT AL-MADINAH CITRA INTERNASIONAL DI SURABAYA
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Keywords:
Corporate Reputation, Perceived Value, Tour Leader Performance
Abstract
This study aims to examine the effect of Corporate Reputation on Recommendation, the influence of Functional Value on Recommendation, the influence of mediation from functional and emotional value variables that can mediate the relationship between corporate reputation and recommendation. And the influence of tour leader performance moderation on the relationship between corporate reputation, perceived value, and recommendation at PT Al-Madinah Citra InternasionalinSurabaya. This study used a sample of 160 respondents. This research uses quantitative approach through statistical test. The test is done by using SEM (Structural Equation Modeling) through AMOS software version 22.0 (Analysis of Moment Structures) to test the measurement and structural model. The results of this study indicate that Corporate Reputation proved to have a positive effect on the Recommendation at PT Al-Madinah Citra International in Surabaya. Functional Value proved to have a positive effect on Emotional Value at PT Al-Madinah Citra Internasional in Surabaya. Functional Value is not proven to mediate the relationship between Corporate Reputation and Recommendation at PT Al-Madinah Citra Internasional in Surabaya. Emotional Value proved to mediate the relationship between Corporate Reputation and Recommendation at PT Al-Madinah Citra International in Surabaya. And Tour Leader Performance is not proven to moderate the relationship between Corporate Reputation, Perceived Value, and Recommendation at PT Al-Madinah Citra Internasional in Surabaya.
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Bontis, N., Booker, L.D. dan Serenko, A, 2007, “The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry”, Management Decision, Vol. 45 No. 9, pp. 1426-1445.
Burkart, A.J dan Medlik, S. 1987, Tourism, Past, Present, and Future, London.
Chang, J.C., Chao-Yun Tang, 2011, “Reevaluation of Taiwanese Tour Leaders' License Practicality and Continuation”, Journal of China Tourism Research, Vol 7:3, pp.294-309.
Chang, K.C., 2015, “How travel agency reputation creates recommendation behavior” Industrial Management and Data Systems, Vol. 115 Issue: 2, pp.332-352.
Chen, X., Lujun Su, Scott R. Swanson, 2015, "Social responsibility and reputation influences on the intentions of Chinese Huitang Village tourists: Mediating effects of satisfaction with lodging providers", International Journal of Contemporary Hospitality Management, Vol. 27 Issue: 8, pp.1750-1771.
Csikszentmihalyi, M, 1975, Beyond Boredom and Anxiety, Jossey Bass, San Francisco, CA.
Dharmmesta, Basu Swastha dan T. Hani Handoko, 2012, Manajemen Pemasaran Analisis Perilaku Konsumen, Edisi Pertama, Yogyakarta: BPPFE.
Edward C.S. Ku, 2011, "Recommendations from a virtual community as a catalytic agent of travel decisions", Internet Research, Vol. 21 Issue: 3, pp.282-303.
Gallarza, M.G. dan Saura, I.G. (2006), “Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour”, Tourism Management, Vol. 27 No. 3, pp. 437-452.
Hess, R.L, 2008, “The impact of firm reputation and failure severity on customers’ responses to service failures”, Journal of Services Marketing, Vol. 22 No. 5, pp. 385-398.
Jensen, Ø. dan Hansen, K.V. (2007), “Consumer values among restaurant customers”, International Journal of Hospitality Management, Vol. 26 No. 3, pp. 603-622.
Keiningham, T.L., Cooil, B., Aksoy, L., Andreassen, T.W. dan Weiner, J, 2007, “The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of- wallet”, Managing Service Quality, Vol. 17 No. 4, pp. 361-384.
Lazarus, R, 1991, Emotion and Adaptation, Oxford University Press, New York, NY.
Lee, J.S., Lee, C.K. dan Choi, Y, 2011, “Examining th erole of emotional and functional values in festival ecaluation”, Journal of Travel Research, Vol. 50 No. 6, pp. 685-696.
Lovelock. C. dan Wright. R, 2002. Principle of Service Marketing and Management 2 edition. New Jersey. Pearson education Inc.
Nugraha, F.A.A., Suharyono, Andriani Kusumawati, 2015, “Pengaruh word of mouth terhadap keputusan pembelian dan kepuasan konsumen (studi pada konsumen kober mie setan jalan simpang soekarno-hatta nomor 1-2 Malang)”, Administration Business Journal, Vol. 22 No. 1.
Olaru, D. Purchase, S. dan Peterson, N. 2008 “From customer to repurchase intention and recommendation”, Journal of Business and Industrial Marketing, Vol. 23 No.8., pp. 554-565.
Raithel, S., Wilczynski, P., Schloderer, M.P. dan Schwaiger, M, 2010, “The value-relevance of corporate reputation during the financial crisis”, Journal of Product and Brand Management, Vol. 19 No. 6, pp. 389- 400.
Rhenald Kasali, 2003, Manajemen Public Relations, Jakarta, Grafiti, Hal.30.
Roberts, S, 2003, “Supply chain specific? understanding the patchy success of ethical sourcing initiatives”, Journal of Business Ethics, Vol. 44 Nos 2/3, pp. 159-170.
Roig, J.C.F., García, J.S. dan Tena, M.Á.M. (2009), “Perceived value and customer loyalty in financial services”, The Service Industries Journal, Vol. 29 Nos 5/6, pp. 775-789.
Sánchez, J., Callarisa, L., Rodríguez, R.M. dan Moliner, M.A. (2006), “Perceived value of the purchase of a tourism product”, Tourism Management, Vol. 27 No. 3, pp. 394-409.
Schiffman, L.G dan Kanuk, L.L, 2004, Perilaku Konsumen edisi ketujuh, Jakarta: PT. Indeks. kelompok Gramedia.
Schmoll, G.A., 1977, Tourism Promotion, Tourism International Press, London.
Serenko, Nick Bontis Lorne D. Booker Alexander, 2007, “The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry", Management Decision, Vol. 45 Iss 9 pp. 1426 – 1445.
Sweeney, J.C. dan Soutar, G.N, 2001, “Consumer perceived value: the development of a multiple item scale”, Journal of Retailing, Vol. 77 No. 2, pp. 203-220.
Tanford, S., Baloglu, S. dan Erdem, M, 2012, “Travel packaging on the Internet: the impact of pricing information and perceived value on consumer choice”, Journal of Travel Research,Vol. 51 No. 1, pp. 68- 80.
Wang, C.Y. dan Wu, L.W, 2011, “Reference effects on revisit intention: involvement as a moderator”, Journal of Travel and Tourism Marketing, Vol. 28 No. 8, pp. 817-827.
Wijanto, S.H., 2008, Structural Equation Modeling dengan Lisrel 8.8, Yogyakarta: Graha Ilmu.
Yoeti, Oka. A., 1994, Pengantar Ilmu Pariwisata, Bandung, Angkasa. Yoeti, Oka. A., 2003, Tours and Travel Marketing, Jakarta, PradnyaParamita, Hal. 33.
Zakrisson, I. dan Zillinger, M. 2012, “Emotions in motion: tourists experiences in time and space”, Current Issues in Tourism, Vol. 15 No. 6, pp. 505-523.
http://jateng.tribunnews.com (diakses pada 5 April 2017).
http://haji.kemenag.go.id/v3/basisdata/daftar-ppiu (diakses pada 5 April 2017).
www.republika.com (diakses pada 5 April 2017).
Published
2018-03-01
Section
Bidang Manajemen (M)
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