haku: @author Han, H. / yhteensä: 4
viite: 4 / 4
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| Tekijä: | Han, H. Back, K-J. |
| Otsikko: | Assessing customers' emotional experiences influencing their satisfaction in the lodging industry |
| Lehti: | Journal of Travel & Tourism Marketing
2007 : VOL. 23:1, p. 43-56 |
| Asiasana: | consumer satisfaction customers tourist industry |
| Kieli: | eng |
| Tiivistelmä: | The current study seeks to modify the Consumption Emotion Set to be suited for lodging industry by leaving out some unnecessary emotion descriptors and by exposing dimensions of consumption emotion. In addition, the objective was to recognize key emotion factors influencing customer satisfaction. Seven factors and the 38-emotions item scale were found to be statistically robust showing the applicability of scale to the lodging industry. Six of the seven factors were identified as the key determinants of satisfaction. |
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