Chatzigeorgiou, Chryssoula and Christou, Evangelos and Kassianidis, Panagiotis and Sigala, Marianna (2009): Examining the Relationship between Emotions, Customer Satisfaction and Future Behavioral Intentions in Agrotourism. Published in: TOURISMOS: An International Multidisciplinary Journal of Tourism , Vol. 4, No. 4 (15. December 2009): pp. 145-161.
Download (570kB) | Preview
Marketers have been working tirelessly to determine the factors that lead to customer satisfaction presuming that customer satisfaction automatically leads to repeated customers. Service quality, customer satisfaction, customer loyalty and repeat business are issues well recognized and investigated by researchers. Recent theory however suggests that service quality alone doesn’t necessarily encourage customers to repeat their choices, but rather, “complete” customer satisfaction does Thus, the main research question addressed in this paper is how to complete the relationship between “complete” customer satisfaction and repeat business. The customer’s emotions have been proved to be a key determinant to turn a satisfied customer into a repeated one. The research was conducted in 2009, addressed to customers of agrotourism businesses on Lesvos Island and Florina – Greece.
|Item Type:||MPRA Paper|
|Original Title:||Examining the Relationship between Emotions, Customer Satisfaction and Future Behavioral Intentions in Agrotourism|
|Keywords:||Customer satisfaction, tourism services, agrotourism, emotions, overall satisfaction, expectations, repeated customers|
|Subjects:||O - Economic Development, Technological Change, and Growth > O1 - Economic Development
M - Business Administration and Business Economics; Marketing; Accounting > M1 - Business Administration
L - Industrial Organization > L8 - Industry Studies: Services > L83 - Sports; Gambling; Recreation; Tourism
|Depositing User:||Evangelos Christou|
|Date Deposited:||23. Sep 2010 14:29|
|Last Modified:||12. Feb 2013 14:19|
Adaval, R. (2003). How good gets better and bad gets worse: Understanding the impact of affect on evaluations of known brands. Journal of Consumer Research, Vol. 30, pp.352-367.
Albacete-Saez, C., Fuentes-Fuentes, M.M., & Llorens-Montes, F.J. (2007). Service quality measurement in rural accommodation. Annals of Tourism Research, Vol. 34, No.1, pp. 45-65.
Anthopoulou, Th., Iakovidou, O., Koutsouris, A. & Spilanis, I., (1998). The agrotourism in Greece: spatial dimensions and development effects, 5th Congress of Agricultural Economy, Athens.
Anthopoulou, Th., (2008). Women of countryside and food, Vol. 1. Athens, Gutenberg.
Βοο, Ε., (1990). Ecotourism: The Potentials and Pitfalls. Washington, D.C., WWF.
Briedenhann, J. & Wickens, E. (2004). Tourism routes as a tool for the economic development of rural areas-vibrant hope or impossible dream? Tourism Management, Vol. 25, pp.71-79.
Butler, W.R., Hall, C.M. & Jenkins, J. (1998). Tourism and Recreation in Rural Areas. Chichester, Wiley.
Christou, E. (2003). Guest loyalty likelihood in relation to hotels’ corporate image and reputation. Journal of Hospitality & Leisure Marketing, Vol. 10, No.3/4, pp.85-100.
Christou, E. (2003b) On-line buyers’ trust in a brand and the relationship with brand loyalty: the case of virtual travel agents. Tourism Today, Vol. 3, No.1, pp.95-106.
Crompton, J.L. & Love, L.L. (1995). The predictive validity of alternative approaches of valuating quality of a festival. Journal of Travel Research, Vol. 34, No.1, pp.11–24.
Fleischer, A. & Felsenstein, D. (2000). Support for Rural Tourism. Does it Make a Difference? Annals of Tourism Research, Vol. 27, No.4, pp.1007-1024.
Fleming, J.H. & Asplund, J. (2007). Customer Satisfaction: A Flawed Measure. Excerpted from Human Sigma: Managing the Employee-Customer Encounter (Gallup Press, November 2007).
Gorton M., White, J. and Chaston, I. (1998). Counterurbanisation, fragmentation and the paradox of the rural idyll. In P. Boyle and K. Holfacree (Eds.) Migration into rural areas (pp. 215-235), Chichester, Wiley.
Hannigan, J. (1994). A regional analysis of tourism growth in Ireland. Regional Studies, Vol. 28, No.2, pp. 208-214.
Jenkins, J.M., Hall, M. and Troughton, M. (1998). The restructuring of rural economies: rural tourism and recreation as a government response. In R. Butler, C.M. Hall and J. Jenkins (Eds.) Tourism and Recreation in Rural Areas (pp. 43-67), Chichester, John Wiley and Sons.
Jones, T.O. & Earl Sasser W. Jr. (1995). Why satisfied customer defect. Harvard Business Review, November/December, pp.88-99.
Iakovidou, O. (2000). Agrotourism: The small, beautiful and feminine face in tourism. In P. Tsartas (Eds.) Tourism Development Multiscientific Approaches, Athens, Exantas (in Greek).
Iakovidou, O. (1995). Rural Tourism. Conference proceedings “Rural Economy and Politics: New orientations and pursuits”. Athens, 10-12 December (in Greek).
Kirkby, J. & Nelson, S.D. (2003). If they’re so satisfied, why are they leaving? Gartner Research, COM-13-3754, March 23, 2001.
Kozak, M. (2001). Repeaters’ behaviour at two distinct destinations. Annals of Tourism Research, Vol. 28, No.3, pp.784-807.
Logothetis, M., (1988). Rural Tourism - An alternative solution. Athens, Lefteris Rigas (in Greek).
Lytras, P. (1993). Tourism Psychology. Interbooks, Athens (in Greek).
McEwen, W. & Fleming, J. (2003). Customer satisfaction doesn’t count. Gallup Management Journal, release date 13 March 2003. Http://gmj.gallup.com
Normann, R. (1984). Service Management Strategy and Leadership. New York, John Wiley & Sons.
Oliver, R. L. (1993). Cognitive, affective and attribute bases of the satisfaction response. Journal of Consumer Research, Vol. 20, December, pp.418-430.
Paniagua, A., (2002). Urban – rural migration, tourism entrepreneurs and rural restructuring in Spain. Tourism Geographies, Vol. 4, No.4, pp.349-371.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, Vol. 49, No.4, pp.41-50.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, Vol. 64, No.1, pp.12-37.
Pham, M.T. (1996). Cue representation and selection effects of arousal on persuasion. Journal of Consumer Research, Vol. 22, March, pp.373-386.
Russell, J.A. (1980). A circumplex model of affect. Journal of Personality and Social Psychology. Vol. 39, pp.1161-1178.
Sharpley R. (2002). Rural tourism and the challenge of tourism diversification: the case of Cyprus. Tourism Management, Vol. 23, pp.233-244.
Sharpley R. & Roberts L. (2004). Rural Tourism - 10 years on. International Journal of Tourism Research, Vol. 6, pp.119-124
Sheldon, P.J. & Abenoja, T. (2001). Resident attitudes in a mature destination: The case of Waikiki. Tourism management, Vol. 22, No.5, pp.435-443.
Sigala, M. (2003). Competing in the Virtual Marketspace: a strategic model for developing e-commerce in the hotel industry. International Journal of Hospitality Information Technology, Vol. 3, No.1, pp.43-60.
Sigala, M. (2004). Reviewing the profile and behaviour of Internet users: research directions and opportunities in tourism and hospitality. Journal of Travel and Tourism Marketing, Vol. 17, No.2/3, pp.93-102.
Spilanis, G. (2000). Tourism and regional development. The case of Aegean islands. In Tsartas, P. (Eds.) Tourism Development Multiscientific Approaches, Exantas, Athens (in Greek).
Stewart, T.A. (1995). After all you’ve done for your customer, why are they still not happy? Fortune, Vol. 11, December, pp.178-182.
Swarbrooke, J. (1993). Local authorities and destination marketing. Insights, Vol. 7, No.7, pp.A15-A20.
Tsartas, P. & Kokkosis, H. (2001). Viable tourism Development and Environment. Athens, Kritiki (in Greek).
Tu, R. (2004). Beyond service quality and expectation: The critical impact of emotions and service experience on customer satisfaction. Dissertation thesis, University of North Carolina.
Watson, D., Clark, L.A. & Tellegen, A. (1988). Development and validation of brief measures of positive and negative affect: the PANAS scales. Journal of Personality and Social Psychology, Vol. 54, No.6, pp.1063-1070.
Wight, P. (1994). Environmentally responsible marketing of tourism. In E. Cater and G. Lowman (Eds.) Ecotourism: A Sustainable Option?, New York: Wiley.
Zeithaml, V.A., Berry, L.L. & Parasuraman, A. (1996). The behavioural consequences of service quality. Journal of Marketing, Vol. 60, No.1, pp.31-46.