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| Tekijä: | Zins, A. H. |
| Otsikko: | Consumption emotions, experience quality and satisfaction: A structural analysis for complainers versus non-complainers |
| Lehti: | Journal of Travel & Tourism Marketing
2002 : VOL. 12:2/3, p. 3-18 |
| Asiasana: | Consumer economics Consumer satisfaction Consumer behaviour Quality |
| Kieli: | eng |
| Tiivistelmä: | The study argues that in a multiple-encounter service environment like tourism the experience elicited emotions are antecedent to the final cognitive responses exercise an almost undependent impact on overall satisfaction conceptualized according to Oliver's (1997) multi-domain approach. Considerable differences in the structure of cognitive effects on satisfaction are demonstrated for complaining and non-complaining consumer. |
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