Service quality or customer experience: what drives cultural heritage satisfaction and loyalty?

被引：0

作者：

de Rooij, Pieter ^{[1
]}

van Liempt, Adriaan ^{[1
]}

van Bendegom, Coen ^{[1
]}

机构：

[1] Breda Univ Appl Sci, Acad Leisure & Events, POB 3917, NL-4800 DX Breda, Netherlands

来源：

ANATOLIA-INTERNATIONAL JOURNAL OF TOURISM AND HOSPITALITY RESEARCH | 2024年

关键词：

Service quality; customer experience; satisfaction; customer loyalty; cultural heritage; BEHAVIORAL INTENTIONS; SCALE; HOSPITALITY; CONSUMPTION; DIMENSIONS; MANAGEMENT; TOURISM; MUSEUM; MODEL; VISIT;

D O I：

10.1080/13032917.2024.2404909

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Previous research suggests that in today's experience economy, service is no longer the key determinant and that customer experience has taken over. However, few studies compare the relative impact of service quality and customer experiences on outcomes. The aim of this quantitative study is to examine the separate effects of service quality and customer experience on satisfaction, revisit intentions and word-of-mouth communication. Contrary to expectations, service quality has a larger effect on outcomes than customer experience. The mediation analysis shows very small indirect effect sizes, suggesting that that customer experience hardly mediates the relationship between service quality and the three outcomes. The conclusion is that measuring service quality remains essential to explaining consumer behaviour in the experience economy.

引用

页数：18

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