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| Tekijä: | Ekinci, Y. Dawes, P.L. Massey, G.R. |
| Otsikko: | An extended model of the antecedents and consequences of consumer satisfaction for hospitality services |
| Lehti: | European Journal of Marketing
2008 : VOL. 42:1/2 p. 35-68 |
| Asiasana: | consumer satisfaction service quality hotel and catering industry United Kingdom |
| Vapaa asiasana: | hospitality services |
| Kieli: | eng |
| Tiivistelmä: | This article approaches the question of consumer satisfaction (hereafter as CS) from hospitality industry's perspective. A conceptual model was developed and tested in order to further current understanding about the factors impacting CS and service quality. The analysis of the questionnaire responses of hotel and restaurant customers in a university town in the South-England paid particular attention to self-congruence the antecedents and consequences of CS. The findings of this study support some of the hypothesis. |
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