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Reflections on “assessing tourist behavioral intentions through perceived service quality and customer satisfaction”

Elisa Alén
한국마케팅과학회 (Korean Scholars of Marketing Science)|2018.09|Journal of Global Scholars of Marketing Science(마케팅과학연구) (全球营销科学学报)|제28권 제4호|pp. 358-362|DOI https://doi.org/10.1080/21639159.2018.1509364

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참고문헌

키워드

Structural Equation ModelingsatisfactionService quality结构方程模型服务质量behavioral intentions满意度thermal tourism行为意向温泉旅游
주제분류경영학

초록

The paper published in 2007 develops a model that increases understanding of the relationship between service quality and customer satisfaction and treats behavioral intentions as an outcome of both constructs. The proposed model identifies some appropriate measures for these constructs using a questionnaire distributed to consumers visiting spa resorts. This commentary essay addresses the theoretical contributions it made and points out empirical limitations and meaningful extensions of the study.

Abstract

The paper published in 2007 develops a model that increases understanding of the relationship between service quality and customer satisfaction and treats behavioral intentions as an outcome of both constructs. The proposed model identifies some appropriate measures for these constructs using a questionnaire distributed to consumers visiting spa resorts. This commentary essay addresses the theoretical contributions it made and points out empirical limitations and meaningful extensions of the study.

참고문헌 (22)

  1. Alén, M. E., "XI Jornadas Hispanolusas de Gestión Científica: Empresa y nueva economía Vol. 3", pp.3~13 (2001), Universidad de Extremadura
  2. Alén, M. E., "Assessing tourist behavioral intentions through perceived service quality and customer satisfaction", Journal of Business Research, 60(2), pp.153~160 (2007)
  3. Bitner, M. J., "Evaluating service encounters : The effects of physical surroundings and employee responses", Journal of Marketing, 54(2), pp.69~82 (1990)
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  5. Bou, J. C., "Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intentions", Total Quality Management, 12(6), pp.719~734 (2001)
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  8. Cronin, J., "Measuring service quality : A reexamination and extension", Journal of Marketing, 56(3), pp.55~88 (1992)
  9. Cronin, J. J. Jr., "Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments", Journal of Retailing, 76(2), pp.193~218 (2000)
  10. Ekinci, Y., "A critique of the issues and theoretical assumptions in service quality measurement in the lodging industry : Time to move the goalposts", International Journal of Hospitality Management, 17(4), pp.349~362 (1998)
  11. Fornell, C., "Growing the trust relationship", Journal of Marketing, 60(4), pp.7~18 (1996)
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  16. Snoj, B., "The profiles of importance of service quality components in health spas", Der Markt : International Journal of Marketing, 34(2), pp.95~104 (1995)
  17. Snoj, B., "The measurement of perceived differences in service quality—The case of health spas in Slovenia", Journal of Vacation Marketing, 8(4), pp.362~379 (2002)
  18. Su, L., "The effect of tourist relationship perception on destination loyalty at a world heritage site in China : The mediating role of overall destination satisfaction and trust", Journal of Hospitality and Tourism Research, 41(2), pp.180~210 (2017)
  19. Su, L., "Service fairness, consumption emotions, satisfaction, and behavioral intentions : The experience of Chinese heritage tourists", Journal of Travel and Tourism Marketing, 30(8), pp.786~805 (2013)
  20. Voss, G. B., "How complementarity and substitution alter the customer satisfaction–repurchase link", Journal of Marketing, 74(6), pp.111~127 (2010)
  21. Woodside, A. G., "Linking service quality, customer satisfaction and behavioral intention", Journal of Health Care Marketing, 9(4), pp.5~17 (1989)
  22. Zeithaml, V. A., "The behavioral consequence of service quality", Journal of Marketing, 60(2), pp.31~46 (1996)

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