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

Kaung-Hwa Chen, Feng-Hsiang Chang and Fang-Yu Liu
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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

Sustainability, 2015, vol. 7, issue 8, 1-26

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.

Keywords: seniors; wellness tourism; service encounter expectations; organizational characteristics; employee characteristics; customer satisfaction (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2015
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (4)

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