search query: @freeterm satisfaction / total: 26
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| Author: | Loureiro, S. M. C. |
| Title: | Satisfying and delighting the rural tourists |
| Journal: | Journal of Travel & Tourism Marketing
2010 : VOL. 27:4, p. 396-408 |
| Index terms: | customers loyalty rural areas tourism |
| Freeterms: | customer delight satisfaction rural tourism |
| Language: | eng |
| Abstract: | The article applies the concept of customer delight and the model proposed by Oliver, Rust and Varki (1997) to the context of rural tourism. It is applied to rural tourism lodgings in Portugal. It is validated using PLS technique. The results reveal that satisfaction is a more significant determinant of loyalty than delight. Disconfirmation is an important predictor of both satisfaction and delight. The conceptualization of customer delight and customer satisfaction as distinct constructs is supported. |
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