旅游
忠诚
代理(哲学)
营销
消费者满意度
结构方程建模
业务
经验证据
过程(计算)
实证研究
社会学
政治学
统计
计算机科学
认识论
操作系统
哲学
社会科学
法学
数学
作者
Ignacio A. Rodríguez del Bosque,Héctor San Martín,Jesús Collado Agudo
标识
DOI:10.1016/j.tourman.2004.10.006
摘要
Many studies have examined the different components involved in the formation of expectations, as well as the influence expectations may have in the consumer satisfaction process. This paper provides empirical evidence about the formation of expectations, and the relation between expectations, satisfaction and consumer loyalty. We analyse the tourist industry, an important sector in advanced economies, and more specifically the travel agency sector. Using two structural equation models our results demonstrate the importance of ‘image’ in the expectations formulation process, the direct relationship between expectations and consumer satisfaction, and the close association between satisfaction and consumer loyalty. Finally, several recommendations are suggested for academics and managers.
科研通智能强力驱动
Strongly Powered by AbleSci AI