DocumentCode :
3461626
Title :
An Empirical Study on the Relationship between Service Encounter, Customer Experience and Repeat Patronage Intention in Hotel Industry
Author :
Liu, Jinyan ; Liu, Jun
Author_Institution :
Bus. Adm. Sch., Shandong Economic Univ., Jinan
fYear :
2008
fDate :
12-14 Oct. 2008
Firstpage :
1
Lastpage :
7
Abstract :
This research, based on literature review and questionnaire survey, applied the method of structural equation model (SEM) to empirically analyze how service encounter affects customer´s future repeat patronage intention through customer experience. The result showed that hotel service encounter could be summarized as three fundamental elements, i.e., physical environment, service personnel and self-service technique, and hotel customer experience could be divided into 3 dimensions, i.e., physiological experience, affective experience and correlative experience; moreover, some recursive influencing relations exist between such three groups of concepts as service encounter, customer experience and future patronage intention; customer´ physiological experience, affective experience and correlative experience could significantly and directly affect his repeat purchase intention, whilst the three elements of service encounter haven´t any direct impact on the engendering of repeat patronage intention, but indirect.
Keywords :
customer satisfaction; hotel industry; customer experience; hotel industry; repeat patronage intention; service encounter; structural equation model; Cities and towns; Customer service; Economic indicators; Environmental management; Focusing; Industrial economics; Industrial relations; Manufacturing industries; Personnel; Testing;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Wireless Communications, Networking and Mobile Computing, 2008. WiCOM '08. 4th International Conference on
Conference_Location :
Dalian
Print_ISBN :
978-1-4244-2107-7
Electronic_ISBN :
978-1-4244-2108-4
Type :
conf
DOI :
10.1109/WiCom.2008.1981
Filename :
4680170
Link To Document :
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