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Examining the Relationship between Emotions, Customer Satisfaction and Future Behavioral Intentions in Agrotourism

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Author Info

  • Chatzigeorgiou, Chryssoula
  • Christou, Evangelos
  • Kassianidis, Panagiotis
  • Sigala, Marianna

Abstract

Marketers have been working tirelessly to determine the factors that lead to customer satisfaction presuming that customer satisfaction automatically leads to repeated customers. Service quality, customer satisfaction, customer loyalty and repeat business are issues well recognized and investigated by researchers. Recent theory however suggests that service quality alone doesn’t necessarily encourage customers to repeat their choices, but rather, “complete” customer satisfaction does Thus, the main research question addressed in this paper is how to complete the relationship between “complete” customer satisfaction and repeat business. The customer’s emotions have been proved to be a key determinant to turn a satisfied customer into a repeated one. The research was conducted in 2009, addressed to customers of agrotourism businesses on Lesvos Island and Florina – Greece.

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Bibliographic Info

Paper provided by University Library of Munich, Germany in its series MPRA Paper with number 25355.

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Date of creation: 03 Jul 2009
Date of revision: 28 Sep 2009
Publication status: Published in TOURISMOS: An International Multidisciplinary Journal of Tourism 4.4(2009): pp. 145-161
Handle: RePEc:pra:mprapa:25355

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Related research

Keywords: Customer satisfaction; tourism services; agrotourism; emotions; overall satisfaction; expectations; repeated customers;

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  1. Adaval, Rashmi, 2003. " How Good Gets Better and Bad Gets Worse: Understanding the Impact of Affect on Evaluations of Known Brands," Journal of Consumer Research, University of Chicago Press, vol. 30(3), pages 352-67, December.
  2. Pham, Michel Tuan, 1996. " Cue Representation and Selection Effects of Arousal on Persuasion," Journal of Consumer Research, University of Chicago Press, vol. 22(4), pages 373-87, March.
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