Reflections on “assessing tourist behavioral intentions through perceived service quality and customer satisfaction”

Elisa Alén

Journal of Global Scholars of Marketing Science, 2018, vol. 28, issue 4, 358-362

Abstract: The paper published in 2007 develops a model that increases understanding of the relationship between service quality and customer satisfaction and treats behavioral intentions as an outcome of both constructs. The proposed model identifies some appropriate measures for these constructs using a questionnaire distributed to consumers visiting spa resorts. This commentary essay addresses the theoretical contributions it made and points out empirical limitations and meaningful extensions of the study.

Date: 2018
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DOI: 10.1080/21639159.2018.1509364

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