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

Chryssoula Chatzigeorgiou, Evangelos Christou, Panagiotis Kassianidis and Marianna Sigala

MPRA Paper from University Library of Munich, Germany

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.

Keywords: Customer satisfaction; tourism services; agrotourism; emotions; overall satisfaction; expectations; repeated customers (search for similar items in EconPapers)
JEL-codes: L83 M1 O1 (search for similar items in EconPapers)
Date: 2009-07-03, Revised 2009-09-28
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (12)

Published in TOURISMOS: An International Multidisciplinary Journal of Tourism 4.4(2009): pp. 145-161

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