Page 117 - FREN-C2021 PROCEEDINGS
P. 117
Kwok, S.-Y., Jusoh, A., & Khalifah, Z. (2017). THE MEDIATING EFFECTS OF VALUE ON SERVICE
QUALITY-SATISFACTION RELATIONSHIP IN MALAYSIAN TOURISM INDUSTRY. International Journal
of Business and Society, 18(2), 363–372. https://doi.org/10.33736/ijbs.546.2017.
Maathuis, O., Rodenburg, J., & Sikkel, D. (2004). Credibility, Emotion or Reason? Corporate Reputation
Review, 6(4), 333–345. https://doi.org/10.1057/palgrave.crr.1540003.
Mahmoud, M. A., Hinson, R. E., & Adika, M. K. (2018). The Effect of Trust, Commitment, and Conflict
Handling on Customer Retention: The Mediating Role of Customer Satisfaction. Journal of Relationship
Marketing, 17(4), 257–276. https://doi.org/10.1080/15332667.2018.1440146.
Mohammed, A., & Al-Swidi, A. (2019). The influence of CSR on perceived value, social media and loyalty in
the hotel industry. Spanish Journal of Marketing - ESIC, 23(3), 373–396. https://doi.org/10.1108/SJME-06-
2019-0029.
Mohammed Shobri, N. D., & Putit, L. (2015). Building Guest Loyalty: The Role of Guest Based Brand Equity
and Guest Experience in Resort Hotel Industry. Advanced Science Letters, 21(5), 1605–1609.
https://doi.org/10.1166/asl.2015.6116.
Mohd-Any, A. A., Mutum, D. S., Ghazali, E. M., & Mohamed-Zulkifli, L. (2019). To fly or not to fly? An
empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers. Journal of
Service Theory and Practice, 29(5/6), 661–690. https://doi.org/10.1108/JSTP-10-2018-0223.
Nayeem, T., Murshed, F., & Dwivedi, A. (2019). Brand experience and brand attitude: examining a credibility-
based mechanism. Marketing Intelligence and Planning, 37(7), 821–836. https://doi.org/10.1108/MIP-11-2018-
0544.
Ngo, H. M., Liu, R., Moritaka, M., & Fukuda, S. (2020). Effects of industry-level factors, brand credibility and
brand reputation on brand trust in safe food: evidence from the safe vegetable sector in Vietnam. British Food
Journal, 122(9), 2993–3007. https://doi.org/10.1108/BFJ-03-2020-0167.
Othman, B. A., Harun, A., Rashid, W. N., Nazeer, S., Kassim, A. W. M., & Kadhim, K. G. (2019). The
influences of service marketing mix on customer loyalty towards Umrah travel agents: Evidence from Malaysia.
Management Science Letters, 9(6), 865–876. https://doi.org/10.5267/j.msl.2019.3.002.
Quoquab, F., Mohammad, J., Yasin, N. M., & Abdullah, N. L. (2018). Antecedents of switching intention in the
mobile telecommunications industry. Asia Pacific Journal of Marketing and Logistics, 30(4), 1087–1111.
https://doi.org/10.1108/APJML-06-2017-0121.
Rizwan, M., Javed, P. A., Aslam, J., Khan, R., & Bibi, H. (2014). The relationship of Brand Commitment, Brand
Credibility, Perceived Quality, Customer Satisfaction and brand loyalty: an empirical study on Stylo shoes.
Journal of Sociological Research, 5(1), 377–404. https://doi.org/10.5296/jsr.v5i1.6572.
Rosli, N., Che Ha, N., & Ghazali, E. M. (2019). Bridging the gap between branding and sustainability by
fostering brand credibility and brand attachment in travellers’ hotel choice. The Bottom Line, 32(4), 308–339.
https://doi.org/10.1108/BL-03-2019-0078.
Saleem, H., & Raja, N. S. (2014). The impact of service quality on customer satisfaction, customer loyalty and
brand image: Evidence from hotel industry of Pakistan. Middle - East Journal of Scientific Research, 19(5),
706–711. https://doi.org/10.5829/idosi.mejsr.2014.19.5.21018.
Sürücü, Ö., Öztürk, Y., Okumus, F., & Bilgihan, A. (2019). Brand awareness, image, physical quality and
employee behavior as building blocks of customer-based brand equity: Consequences in the hotel context.
Journal of Hospitality and Tourism Management, 40(July), 114–124. https://doi.org/10.1016/j.jhtm.2019.07.002.
Tabrani, M., Amin, M., & Nizam, A. (2018). Trust, commitment, customer intimacy and customer loyalty in
Islamic banking relationships. International Journal of Bank Marketing, 36(5), 823–848.
[112]