Abstract:

Purpose- This study investigates the relation between perceived value and behavioural intentions in the intercity passenger transportation industry from a multidimensional point of view. It is expected to contribute to theory and practice through the conceptualisation of perceived value within the benefit and sacrifice components and revelation of the effects of these variables on customers’ behavioural intentions with a holistic perspective. Methodology- Data were collected from 552 consumers that purchased services from the companies operating in the intercity passenger transportation industry within the last six months in Turkey. The research model is examined by using structural equation modelling. Findings- The results show that functional, social and emotional values are more effective on repurchase intention and word of mouth. Likewise, monetary cost and emotional value are more effective on willingness to pay more and complaining intention. Conclusion- These results may provide practical implications which could enable managers of intercity passenger transportation companies to understand the relation between perceived value and behavioural intentions and improve the customer loyalty on the basis of perceived value.

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