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;
Conference_Titel :
Wireless Communications, Networking and Mobile Computing, 2008. WiCOM '08. 4th International Conference on