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| Author: | Matzler, K. Fuller, J. Faullant, R. |
| Title: | Customer satisfaction and loyalty to alpine ski resorts: the moderating effect of lifestyle, spending and customers´ skiing skills |
| Journal: | International Journal of Tourism Research
2007 : NOV/DEC, VOL. 9:6 p. 409-421 |
| Index terms: | loyalty tourism tourist industry |
| Freeterms: | customer satisfaction moderator analysis |
| Language: | eng |
| Abstract: | In this paper the authors analyse moderating effects of three significant factors in the attribute performance-loyalty relationship-overall satisfaction: consumer spending, customers´ skiing skills and lifestyle. The authors examine and analyze a previous found data from the ´Tourism Quality Check` researched in winter 2004/2005 and use this studies sample of 6172 skiers to study the the three significant factors. Findings show that all the researched variables have a moderating effect. The authors conclude that the findings have implications on both theory and practice. |
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