Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction

被引：14

作者：

Chen, Kaung-Hwa ^{[1
]}

Chang, Feng-Hsiang ^{[2
]}

Liu, Fang-Yu ^{[1
]}

机构：

[1] Natl Kaohsiung Univ Appl Sci, Dept Tourism Management, Kaohsiung 807, Taiwan

[2] Tzu Hui Inst Technol, Dept Leisure Recreat & Tourism Management, Pingtung 926, Taiwan

来源：

SUSTAINABILITY | 2015年 / 7卷 / 08期

关键词：

seniors; wellness tourism; service encounter expectations; organizational characteristics; employee characteristics; customer satisfaction; MODERATING ROLE; OLDER-ADULTS; MODEL; QUALITY; MOTIVATION;

D O I：

10.3390/su70810576

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

This study aimed to investigate the influence of the service encounter expectations of senior customers during wellness tours on customer satisfaction. The organizational attributes of hotels, organizational characteristics and employee characteristics, were adopted as mediating variables. A total of 346 valid questionnaires were retrieved from 50 year-old and above seniors in Taiwan. The results showed that the service encounter expectations of seniors had an indirect influence on customer satisfaction and the organizational attributes mediated the service encounter expectations of seniors and customer satisfaction. The moment of truth in the interactions between service staff members and seniors represents the pivotal management implication of this study.

引用

页码：10576 / 10601

页数：26

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