A Study of Revisit Intentions, Customer Satisfaction, Corporate Image, Emotions and Service Quality in the Hot Spring Industry

被引：24

作者：

Wu, Hung-Che ^{[1
]}

Ai, Chi-Han ^{[1
]}

Yang, Lei-Jiao ^{[2
]}

Li, Tao ^{[2
]}

机构：

[1] Sun Yat Sen Univ, Nanfang Coll, Dept Econ & Business Management, Guangzhou, Guangdong, Peoples R China

[2] Macau Univ Sci & Technol, Fac Hospitality & Tourism Management, Macau, Macao, Peoples R China

来源：

JOURNAL OF CHINA TOURISM RESEARCH | 2015年 / 11卷 / 04期

关键词：

Service quality dimensions; revisit intentions; customer satisfaction; service quality; multidimensional and hierarchical model; hot spring industry;

D O I：

10.1080/19388160.2015.1110545

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study aims at identifying the dimensions of service quality and examines the relationships among revisit intentions, customer satisfaction, corporate image, emotions and service quality in the hot spring industry. A multidimensional and hierarchical model is used as a framework to synthesize the effects of service quality and emotions on customer satisfaction, which in turn results in revisit intentions along with corporate image, as perceived by hot spring customers. The results reveal that there are four primary dimensions and 13 subdimensions of service quality perceived by hot spring customers.

引用

页码：371 / 401

页数：31

共 50 条

[31] The antecedents of customer loyalty for broadband services: The role of service quality, emotional satisfaction and corporate image
Giovanis, Apostolos N.
Zondiros, Dimitris
Tomaras, Petros
2ND INTERNATIONAL CONFERENCE ON STRATEGIC INNOVATIVE MARKETING, 2014, 148 : 236 - 244
[32] A study of customer satisfaction, customer loyalty and quality attributes in Taiwan's medical service industry
Hu, Hsiu-Yuan
Cheng, Ching-Chan
Chiu, Shao-I
Hong, Fu-Yuan
AFRICAN JOURNAL OF BUSINESS MANAGEMENT, 2011, 5 (01): : 187 - 195
[33] The relationship between service quality, customer satisfaction and customer loyalty: a study on the management consulting industry
Wang, I-Ming
Shieh, Chich-Jen
Hsiao, Juimin
JOURNAL OF INFORMATION & OPTIMIZATION SCIENCES, 2005, 26 (02): : 371 - 384
[34] Transit passengers' behavioural intentions: the influence of service quality and customer satisfaction
de Ona, Juan
de Ona, Rocio
Eboli, Laura
Forciniti, Carmen
Mazzulla, Gabriella
TRANSPORTMETRICA A-TRANSPORT SCIENCE, 2016, 12 (05) : 385 - 412
[35] Service Quality, Customer Satisfaction and Customer Loyalty of Mobile Communication Industry in China
Zhang, Ruijin
Li, Xiangyang
Zhang, Yunchang
JOURNAL OF GLOBAL SCHOLARS OF MARKETING SCIENCE, 2010, 20 (03) : 269 - 277
[36] Customer satisfaction towards service quality in the hotel industry in Melaka
Fern, Yeo Sook
Fong, Stany Wee Lian
Ling, Goh Mei
Soon, Jason Lam Mun
Huat, Tan Seng
Choon, Tan An
CURRENT ISSUES IN HOSPITALITY AND TOURISM RESEARCH AND INNOVATIONS, 2012, : 81 - 85
[37] Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty
Sao Mai Dam
Tri Cuong Dam
JOURNAL OF ASIAN FINANCE ECONOMICS AND BUSINESS, 2021, 8 (03): : 585 - 593
[38] Effects of Service Quality, Corporate Image, and Customer Trust on the Corporate Reputation of Airlines
Song, HakJun
Ruan, Wenjia
Park, Yunmi
SUSTAINABILITY, 2019, 11 (12):
[39] Customer loyalty and complex services - The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise
Andreassen, TW
Lindestad, B
INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 1998, 9 (01): : 7 - +
[40] Assessing tourist behavioral intentions through perceived service quality and customer satisfaction
Alen Gonzalez, Maria Elisa
Rodriguez Comesana, Lorenzo
Fraiz Brea, Jose Antonio
JOURNAL OF BUSINESS RESEARCH, 2007, 60 (02) : 153 - 160

← 1 2 3 4 5 →