Actions are oriented to delight travelers: A sequential mediation model to explore the relationship between travel quality and re-travel intentions.

The actions are oriented to delight travelers where existing protocols fall short of solving problems in the travel and tourism industry, seeking the retention of commuters by offering travel quality. The present study investigates the travel decision-making process by exploring the nexus between travel quality and re-travel intentions (RTI). The study also analyzes the relational switching cost's (RSC) unique role as a sequential mediator in driving travel quality through the theoretical lens of expectancy disconfirmation theory.

Service failure is bound to happen: Unraveling the impact of dissatisfaction, complaint behavior and re-travel intention in travel and tourism industry.

Service failure is bound to happen, but dissatisfaction has always been undermined by scholars previously. The present study investigates dissatisfaction factors in travel decision-making leading towards re-travel intention with the help of the expectancy disconfirmation theory (EDT) model. Moreover, complaint behavior mediates the relationship between dissatisfaction and re-travel intention concerning the factors involved in it.