The objective of this study was to investigate the relationships among perceived value, member satisfaction, switching costs, and member loyalty in the country club industry. In particular, this study sought to ascertain the mediating role of member satisfaction in the relationships centered on value—loyalty and image congruence—loyalty and the moderating role of switching costs in the member satisfaction—loyalty relationship. The results revealed a significant mediating effect of member satisfaction, whereas switching costs did not play a significant moderating role in the member satisfaction—loyalty relationship. Findings from this study will enhance understanding of how to cultivate club member loyalty.
Agoglia, J. ( 2003). State of the industry. Club Industry Magazine, 19, 14-19.
3.
Albarracin, D., & Wyer, R.S., Jr. (2000). The cognitive impact of past behavior: Influences on beliefs, attitudes, and future behavioral decisions. Journal of Personality and Social Psychology, 79, 5-22.
4.
Anderson, J.C., & Gerbing, D.W. ( 1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103, 411-423.
Back, K.J. ( 2005). The effects of image congruence on customers’ brand loyalty in the upper middle-class hotel industry. Journal of Hospitality & Tourism Research, 29, 448-467.
7.
Back, K.J., & Parks, S.C. ( 2003). A brand loyalty model involving cognitive, affective, and conative brand loyalty and customer satisfaction. Journal of Hospitality & Tourism Research, 27, 419-435.
8.
Bagozzi, R.P., Baumgartner, J., & Yi, Y. ( 1989). An investigation into the role of intentions as mediators of the attitude-behavior relationship. Journal of Economic Psychology, 10, 35-62.
9.
Baron, R.M., & Kenny, D.A. ( 1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations . Journal of Personality and Social Psychology, 51, 1173-1182.
10.
Bascher, T.L. ( 2003). Building a foundation of successful club marketing from the inside of your club. Club Management, 82, 46-53.
11.
Bentler, P.M., & Speckart, G. ( 1979). Models of attitude-behavior relations. Psychological Review, 86, 452-464.
12.
Bojanic, D.C. ( 1996). Consumer perceptions of price, value and satisfaction in the hotel industry: An exploratory study. Journal of Hospitality & Leisure Marketing, 4, 5-22.
13.
Boughton, P.D., & Fisher, J.E. ( 1999). From measurement to action: How one club boosted business by listening to its members. Cornell Hotel and Restaurant Administration Quarterly. 40, 68-73.
14.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V.A. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30, 7-27.
15.
Bowen, J.T., & Shoemaker, S. ( 1998). Loyalty: Strategic commitment. Cornell Hotel and Restaurant Administration Quarterly, 39, 12-25.
16.
Burnham, T.A., Frels, J.K., & Mahajan, V. ( 2003). Consumer switching costs: A typology, antecedents and consequences. Journal of the Academy of Marketing Science , 31, 109-126.
17.
Chaudhuri, A., & Holbrook, M.B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty . Journal of Marketing, 65, 81-93.
18.
Chon, K.S. ( 1990). Consumer satisfaction and dissatisfaction in tourism as related to destination image perception. Unpublished doctoral dissertation, Virginia Tech University, VA.
19.
Cronbach, L.J., & Furby, L. ( 1970). How we should measure "change"-Or should we? Psychological Bulletin, 74, 68-80.
20.
Cronin, J.J., Brady, M.K., & Hult, G.T. ( 2000). Assessing the effects of quality, value, customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76, 193-218.
21.
Dick, A.S., & Basu, K. ( 1994). Customer loyalty: Toward an integrated conceptual framework . Journal of the Academy of Marketing Science, 22, 99-113.
22.
Dodds, W.B., Monroe, K.B., & Grewal, D. ( 1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28, 307-319.
23.
Drew, A., & Kriz, A. ( 2006). Understanding changing patron expectations of club offerings: A consumer behavioral approach. International Journal of Hospitality & Tourism Administration, 7, 195-210.
24.
Ferreira, R.R., & Gustafson, C.M. (2006). Declining memberships during an economic downturn in U.S. private clubs. International Journal of Hospitality & Tourism Administration, 7, 3-17.
25.
Finan, T. ( 2007). Woodfield country club delivers a first-rate spa/fitness center-& then some . . . Club Management, 86(2), 45-51.
26.
Fishbein, M., & Ajzen, A.I. ( 1975). Belief, attitude, intention, and behavior: An introduction to theory and research. Reading, MA: Addison-Wesley.
27.
Fornell, C., & Larcker, D.F. ( 1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research , 18, 39-50.
28.
Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J., & Bryant, B. ( 1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60, 7-18.
29.
Garbarino, E., & Johnson, M. ( 1999). The different roles of satisfaction, trust, and commitment in consumer relationships. Journal of Marketing, 63, 70-87.
30.
Gardner, B.B., & Levy, S.J. ( 1955). The product and the brand. Harvard Business Review, 33, 33-39.
31.
Getty, J.M., & Thompson, K.N. (1994). The relationship between quality, satisfaction, and recommending behaviour in lodging decision. Journal of Hospitality & Leisure Marketing, 2, 3-22.
32.
Graeff, T.R. ( 1997). Consumption situations and the effects of brand image on consumers’ brand evaluations. Psychology & Marketing , 14, 49-70.
33.
Gruen, T.W., & Ferguson, J. ( 1994). Using membership as a marketing tool: Issues and applications . In J. Sheth & A. Parvatiyar (Eds.), Relationship marketing: Theory, applications, and practice. Atlanta, GA: Emory University Center for Relationship Marketing.
34.
Gulko, L. ( 2002). Member relationship management . . . no greater priority in clubs. Club Management, 81, 18.
35.
Heide, J.B., & Weiss, A.M. ( 1995). Vendor consideration and switching behavior for buyers in high-technology markets. Journal of Marketing, 59, 30-43.
36.
Henkin, G. ( 2006). Spas and club fitness centers. Club Management , 85(6), 32-35.
37.
Hogg, M., Cox, A.J., & Keeling, K. ( 2000). The impact of self-monitoring on image congruence and product/brand evaluation. European Journal of Marketing, 34, 641-666.
38.
Holland, P.W. ( 1988). Causal inference, path analysis, and recursive structural equations models. In C. Clogg (Ed.), Sociological methodology (pp. 449-484). Washington, DC: American Sociological Association.
39.
Howard, J.A., & Sheth, N.S. ( 1969). The theory of buyer behavior. New York: Wiley.
40.
Jackson, B.B. ( 1985). Winning and keeping industrial customers: The dynamics of customer relationship. Lexington, MA: Lexington Books.
41.
Jacoby, J., & Chestnut, R.W. (1978). Brand loyalty: Measurement and management. New York: John Wiley .
42.
Jamal, A., & Goode, M.H. ( 2001). Consumer and brands: A study of the impact of self-image congruence on brand preference and satisfaction. Marketing Intelligence & Planning, 19, 482-492.
43.
Jones, T.O., & Sasser, W.E., Jr. (1995). Why satisfied customers defect . Harvard Business Review, 73, 88-99.
44.
Kaspriske, R. ( 2003). Buyer’s market: A sluggish economy has left many private golf clubs desperate for new members. Golf Digest , 54(11), 111.
45.
Kleijnen, M., Ruyter, K.D., & Andreassen, T.W. (2005). Image congruence and the adoption of service innovations. Journal of Service Research , 7, 343-359.
46.
Klemperer, P. ( 1987). Markets with consumer switching costs. Quarterly Journal of Economics, 102, 375-394.
47.
Kotler, P. ( 1991). Marketing management: Analysis, planning, implementation, and control. Englewood Cliffs, NJ: Prentice Hall.
48.
Kotler, P. ( 2000). Marketing management. Upper Saddle River, NJ: Prentice Hall.
49.
Lee, C.K., Yoon, Y.S., & Lee, S.K. ( 2007). Investigating the relationships among perceived value, satisfaction, and recommendations: The case of the Korean DMZ. Tourism Management, 28, 204-214.
50.
Lee, J., Lee, J., & Feick, L. ( 2001). The impact of switching costs on the customer satisfaction-loyalty link: Mobile phone service in France. Journal of Services Marketing, 15, 35-48.
51.
Levy, M., & Weitz, B.A. ( 2007). Retailing management (6th ed.). New York: McGraw-Hill.
52.
Loken, B., & John, D.R. ( 1993). Diluting brand beliefs: When do brand extensions have a negative impact? Journal of Marketing, 57, 71-84.
53.
Lord, F.M. ( 1963). Elementary model of measuring change. In C. W. Harris (Ed.), Problems measuring change (pp. 21-38). Madison: University of Wisconsin Press.
54.
McDougall, G., & Levesque, T. ( 2000). Customer satisfaction and future intentions: The role of perceived value and service quality. Journal of Services Marketing, 14, 5.
55.
McMahon, W.P. ( 2001). Membership development a necessity for today’s clubs. Club Management, 80(6), 22.
56.
Monroe, K.B. ( 1990). Pricing: Making profitable decisions (1sted.). New York: McGraw-Hill.
57.
Morgan, R.P., & Hunt, S.D. ( 1994). The commitment-trust theory of relationship marketing . Journal of Marketing, 58, 20-38.
58.
Neal, W.D. ( 1999). Satisfaction is nice, but value drives loyalty. Marketing Research, Spring, 21-23.
59.
Nunnally, J.C. ( 1978). Psychometric theory. New York: McGraw-Hill.
60.
Oh, H. ( 2000). The effect of brand class, brand awareness, and price on customer value and behavioral intentions. Journal of Hospitality & Tourism Research, 24, 136-162.
61.
Oh, H., & Parks, S.C. ( 1997). Customer satisfaction and service quality: Critical review of the literature and research implications for the hospitality industry. Hospitality Research Journal, 20, 35-64.
62.
Oliver, R.L. ( 1997). Satisfaction: A behavioral perspective on the consumer . New York: McGraw-Hill.
Onkvisit, S., & Shaw, J.J. ( 1989). Service marketing: Image, branding, and competition. Business Horizons, 32, 13-18.
65.
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, 414-434.
66.
Peter, J.P., Churchill, G.A., Jr. , & Brown, T.J. (1993). Caution in the use of difference scores in consumer research. Journal of Consumer Research, 19, 655-662.
Ross, I. ( 1971). Self-concepts and brand preference. Journal of Business, 44, 38-50.
69.
Ruyter, J.C., Wetzels, M.G.M., & Bloemer, J.M.M. (1998). On the relationship between perceived service quality and behavioral intentions: A cross-sectional perspective . International Journal of Service Industry Management, 9, 436-453.
70.
Samuels, S., & Hakala, R. ( 2001). Understanding the value of your club and its members . Club Management, 80, 42-44.
71.
Samuelson, W., & Zeckhauser, R. (1988). Status quo bias in decision making. Journal of Risk and Uncertainty, 1, 7-59.
72.
Sell, R., & De Jong, G.F. (1978). Toward a motivational theory of migration decision making. Journal of Population, 1, 313-335.
73.
Sharma, N., & Patterson, P.G. (2000). Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional consumer services. International Journal of Service Industry Management, 11, 470-490.
74.
Sirgy, M.J. ( 1982). Self-concept in consumer behaviour: A critical review . Journal of Consumer Research, 9, 287-300.
75.
Sirgy, M.J. ( 1985). Self image/product image congruity and consumer decision making. International Journal of Management, 2, 49-63.
76.
Sirgy, M.J., Grewal, D., Mangleburg, D., Tamara F., & Park, J. ( 1997). Assessing the predictive validity of two methods of measuring self-image congruence. Journal of the Academy of Marketing Science, 25, 229-341.
77.
Sirgy, M.J., & Samli, A.C. ( 1985). A path analytic model of store loyalty involving self-concept, store image, socioeconomic status, and geographic loyalty. Journal of the Academy of Marketing Science, 13, 265-291.
78.
Sobel, M.E. ( 1990). Effect analysis and causation in linear structural equation models. Psychometrika, 55, 495-515.
79.
Spreng, R.A., MacKenzie, S.C., & Olshavsky, R.W. (1996). A reexamination of the determinants of consumer satisfaction. Journal of Marketing , 60, 15-52.
80.
Stewart, T.A. ( 1997, July 21). A satisfied customer isn’t enough. Fortune, 136, pp. 112-113.
81.
Strandvik, T., & Liljander, V. ( 1994). A comparison of episode performance and relationship performance for a discrete service. In M. Klienaltenkamp (Ed.), Dienstleistungsmarketing-Konzeptionen und Anwendungen [Marketing services concepts and applications] (pp. 97-111). Wissenschaft, Berlin: Gabler Edition.
82.
Viard, V.B. ( 2002). Do switching costs make markets more or less competitive? The case of 800-number portability. Stanford, CA: Stanford University.
83.
Walker, J.R. ( 2006). Introduction to hospitality (4th ed.). Upper Saddle River, NJ: Prentice Hall.
84.
Wang, C. ( 1990). Personal values, self-concept and consumer satisfaction as applied to choice of restaurant: A case study. Unpublished doctoral dissertation , Cornell University, Ithaca, NY .
85.
Weiner, B. ( 1986). An attributional theory of motivation and emotion. New York: Springer-Verlag.
86.
Williamson, M. ( 2001). Delivering the experience: From research to retention . Club Management, 80, 42-45.
87.
Yang, Z., & Peterson, R.T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21, 799-822.
88.
Yates, B. ( 2002). Delivering member value on the golf course. Club Management, 81, 20-23.
89.
Yi, Y. ( 1990). A critical review of consumer satisfaction. In V. A. Zeithaml (Ed.), Review of marketing (pp. 68-123). Chicago: American Marketing Association.
90.
York, B. ( 2002). Private club trends in the USA-A statistical review. International Journal of Contemporary Hospitality Management, 14, 147-151.
91.
Zeithaml, V.A., Berry, L.L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31-46.
