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

[1] An Empirical Study of the Effects of Service Quality, Perceived Value, Corporate Image, and Customer Satisfaction on Behavioral Intentions in the Taiwan Quick Service Restaurant Industry
Wu, Hung-Che
JOURNAL OF QUALITY ASSURANCE IN HOSPITALITY & TOURISM, 2013, 14 (04) : 364 - 390
[2] Retail service quality, corporate image and behavioural intentions: the mediating effects of customer satisfaction
Yu, Wantao
Ramanathan, Ramakrishnan
INTERNATIONAL REVIEW OF RETAIL DISTRIBUTION AND CONSUMER RESEARCH, 2012, 22 (05) : 485 - 505
[3] The effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions in gaming establishments
Wu, Hung-Che
ASIA PACIFIC JOURNAL OF MARKETING AND LOGISTICS, 2014, 26 (04) : 540 - 565
[4] Customer satisfaction, corporate image, and service quality in professional services
Cameran, Mara
Moizer, Peter
Pettinicchio, Angela
SERVICE INDUSTRIES JOURNAL, 2010, 30 (03) : 421 - 435
[5] Interrelationships of Service Quality, Customer Satisfaction, Corporate Image and Customer Loyalty of Malaysian Hotel Industry
Cheng, Boon Liat
Rashid, Zabid Abdul
CULTURAL TOURISM IN A DIGITAL ERA, 2015, : 37 - 38
[6] Service Quality and the Mediating Effect of Corporate Image on the Relationship between Customer Satisfaction and Customer Loyalty in the Malaysian Hotel Industry
Cheng, Boon-Liat
Rashid, Md Zabid Abdul
GADJAH MADA INTERNATIONAL JOURNAL OF BUSINESS, 2013, 15 (02) : 99 - 112
[7] THE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOURAL INTENTIONS IN THE HOSPITALITY INDUSTRY
Padlee, Siti Falindah
Thaw, Cheong Yun
Zulkiffli, Siti Nur' Atikah
TOURISM AND HOSPITALITY MANAGEMENT-CROATIA, 2019, 25 (01): : 121 - 139
[8] Tourist Behavior in the Cruise Industry Post-COVID-19: An Examination of Service Quality, Corporate Image, and Intentions to Pay and Revisit
Alonazi, Bodur S.
Hassan, Thowayeb H.
Abdelmoaty, Mostafa A.
Salem, Amany E.
Saleh, Mahmoud I.
Helal, Mohamed Y.
Mohamed, Yasser Ahmed
Abuelnasr, Magdy Sayed
Gebreslassie, Daniel Alemshet
Aleedan, Mona Hamad
Radwan, Salaheldeen H.
SUSTAINABILITY, 2023, 15 (11)
[9] The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry
Liat, Cheng Boon
Mansori, Shaheen
Huei, Cham Tat
JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT, 2014, 23 (03) : 314 - 326
[10] The effect of service quality and customer satisfaction on customer loyalty The mediation of perceived value of services, corporate image, and corporate reputation
Ozkan, Pinar
Suer, Seda
Keser, Istem Koymen
Kocakoc, Ipek Deveci
INTERNATIONAL JOURNAL OF BANK MARKETING, 2020, 38 (02) : 384 - 405

← 1 2 3 4 5 →