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Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction

Author

Listed:
  • Kaung-Hwa Chen

    (Department of Tourism Management, National Kaohsiung University of Applied Sciences, Kaohsiung 807, Taiwan)

  • Feng-Hsiang Chang

    (Department of Leisure, Recreation and Tourism Management, Tzu Hui Institute of Technology, Pingtung 926, Taiwan)

  • Fang-Yu Liu

    (Department of Tourism Management, National Kaohsiung University of Applied Sciences, Kaohsiung 807, Taiwan)

Abstract

This study aimed to investigate the influence of the service encounter expectations of senior customers during wellness tours on customer satisfaction. The organizational attributes of hotels, organizational characteristics and employee characteristics, were adopted as mediating variables. A total of 346 valid questionnaires were retrieved from 50 year-old and above seniors in Taiwan. The results showed that the service encounter expectations of seniors had an indirect influence on customer satisfaction and the organizational attributes mediated the service encounter expectations of seniors and customer satisfaction. The moment of truth in the interactions between service staff members and seniors represents the pivotal management implication of this study.

Suggested Citation

  • Kaung-Hwa Chen & Feng-Hsiang Chang & Fang-Yu Liu, 2015. "Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction," Sustainability, MDPI, vol. 7(8), pages 1-26, August.
    • Handle: RePEc:gam:jsusta:v:7:y:2015:i:8:p:10576-10601:d:53841
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    References listed on IDEAS

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    2. Youjae Yi & Suna La, 2003. "The Moderating Role of Confidence in Expectations and the Asymmetric Influence of Disconfirmation on Customer Satisfaction," The Service Industries Journal, Taylor & Francis Journals, vol. 23(5), pages 20-47, November.
    3. Wong, IpKin Anthony & Dioko, Leonardo (Don) A.N., 2013. "Understanding the mediated moderating role of customer expectations in the customer satisfaction model: The case of casinos," Tourism Management, Elsevier, vol. 36(C), pages 188-199.
    4. Paul A. Dion & Rajshekhar Javalgi & Janet Dilorenzo-Aiss, 1998. "An Empirical Assessment Of The Zeithaml, Berry And Parasuraman Service Expectations Model," The Service Industries Journal, Taylor & Francis Journals, vol. 18(4), pages 66-86, October.
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    Cited by:

    1. Chuanmin Mi & Yetian Chen & Chiung-Shu Cheng & Joselyne Lucky Uwanyirigira & Ching-Torng Lin, 2019. "Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM," Sustainability, MDPI, vol. 11(9), pages 1-20, May.
    2. Qizhao Peng & Weiwei Wang & Xiaoyan Yang & Yi Wang & Jian Chen, 2023. "Research on Affective Interaction in Mini Public Transport Based on IPA-FMEA," Sustainability, MDPI, vol. 15(9), pages 1-21, April.
    3. Supawat Meeprom & Surachai Chancharat, 2022. "Building Health and Wellness Service Experience Extension: A Case Study of Bangkok, Thailand," Sustainability, MDPI, vol. 14(18), pages 1-18, September.
    4. Ting Gan & Jiansong Zheng & Wei Li & Jiaxin Li & Junxian Shen, 2023. "Health and Wellness Tourists’ Motivation and Behavior Intention: The Role of Perceived Value," IJERPH, MDPI, vol. 20(5), pages 1-16, February.

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