Exploring the effects of perceived service provider sincerity on consumers’ emotional state and satisfaction during travel service consumption
|dc.identifier.citation||Gountas, S. and Mavondo, F. and Ewing, M. and Gountas, J. 2011. Exploring the effects of perceived service provider sincerity on consumers’ emotional state and satisfaction during travel service consumption. Tourism Analysis. 16 (4): pp. 393-403.|
A holistic approach to satisfaction and its effects seems to be particularly important in high-affect, high-involvement, and extended duration services such as those offered by many travel and tourism providers. This means understanding the complexities of service provision and its processes. Consumers value service interaction that appears sincere. For this reason, organizations expect service providers to manage their service “performance” to reflect a genuine display of positive emotions towards the customer, which has a direct impact on customer satisfaction and possibly overall life satisfaction. This study explores consumers’ perception of sincerity and tests its effects on positive emotions and satisfaction in an extended duration service. The findings indicate that perceived service sincerity positively influences consumers’ emotions during a service and has important direct and indirect effects on life satisfaction, service satisfaction, and intention to repurchase. Implications for managers and opportunities for further research are discussed.
|dc.publisher||Cognizant Communication Corporation|
|dc.title||Exploring the effects of perceived service provider sincerity on consumers’ emotional state and satisfaction during travel service consumption|
|curtin.department||School of Marketing|
|curtin.accessStatus||Fulltext not available|
Files in this item
There are no files associated with this item.