English
Ciência-IUL
Publicações
Descrição Detalhada da Publicação
Satisfying and delighting the rural tourists
Título Revista
Journal of Travel and Tourism Marketing
Ano (publicação definitiva)
2010
Língua
Inglês
País
Reino Unido
Mais Informação
Web of Science®
Scopus
Google Scholar
Abstract/Resumo
This study applies the concept of customer delight and the model proposed by Oliver, Rust, and Varki (1997) and modified by Finn (2005) to the context of rural tourism. The model is applied to rural tourism lodgings in northern Portugal and validated using PLS technique. The results suggest that satisfaction is a more significant determinant of loyalty than delight and disconfirmation is an important predictor of both satisfaction and delight. This study further supports the conceptualization of customer delight and customer satisfaction as distinct constructs. Results may help managers of rural tourism accommodations to develop and implement more successful relationship marketing strategies.
Agradecimentos/Acknowledgements
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Palavras-chave
Customer delight; Satisfaction; Loyalty; Rural tourism
Classificação Fields of Science and Technology
- Economia e Gestão - Ciências Sociais
