Assessing tourist behavioral intentions through perceived service quality and customer satisfaction

Despite their importance in the relationship between service quality and customer satisfaction, research surrounding consumer behavior intentions remains insufficient. The authors develop a model to depict how service quality perceptions and customer satisfaction influence behavioral intentions. Thi...

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Bibliographic Details
Published in:Journal of business research 2007-02, Vol.60 (2), p.153-160
Main Authors: González, María Elisa Alén, Comesaña, Lorenzo Rodríguez, Brea, José Antonio Fraiz
Format: Article
Language:English
Subjects:
Behavioral intentions
Consumer behavior
Customer satisfaction
Perception
Quality of service
Satisfaction
Service industry
Service quality
Studies
Tourism
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Description
Summary:Despite their importance in the relationship between service quality and customer satisfaction, research surrounding consumer behavior intentions remains insufficient. The authors develop a model to depict how service quality perceptions and customer satisfaction influence behavioral intentions. This proposed model identifies some appropriate measures for a questionnaire distributed to consumers visiting spa resorts. The results clearly demonstrate the influence of service quality and customer satisfaction on behavioral intentions in the tourism industry.
ISSN:0148-2963
1873-7978
DOI:10.1016/j.jbusres.2006.10.014