Examining the relationship between emotions, customer satisfaction and future behavioural intentions in agrotourism
Part of : Tourismos : an international multidiciplinary journal of tourism ; Vol.4, No.4, 2009, pages 145-161
Issue:
Pages:
145-161
Section Title:
Research papers
Abstract:
Marketers have been working tirelessly to determine the factors that lead tocustomer satisfaction presuming that customer satisfaction automatically leads torepeated customers. Service quality, customer satisfaction, customer loyalty andrepeat business are issues well recognized and investigated by researchers.Recent theory however suggests that service quality alone doesn’t necessarilyencourage customers to repeat their choices, but rather, “complete” customersatisfaction does Thus, the main research question addressed in this paper is howto complete the relationship between “complete” customer satisfaction and repeatbusiness. The customer’s emotions have been proved to be a key determinant toturn a satisfied customer into a repeated one. The research was conducted in2009, addressed to customers of agrotourism businesses on Lesvos Island andFlorina – Greece.
Subject:
Subject (LC):
Keywords:
customer satisfaction, tourism services, agrotourism, emotions, overall satisfaction, expectations, repeated customers
Notes:
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