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

被引：25

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

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