A Study of Revisit Intentions, Customer Satisfaction, Corporate Image, Emotions and Service Quality in the Hot Spring Industry

Abstract

This study aims at identifying the dimensions of service quality and examines the relationships among revisit intentions, customer satisfaction, corporate image, emotions and service quality in the hot spring industry. A multidimensional and hierarchical model is used as a framework to synthesize the effects of service quality and emotions on customer satisfaction, which in turn results in revisit intentions along with corporate image, as perceived by hot spring customers. The results reveal that there are four primary dimensions and 13 subdimensions of service quality perceived by hot spring customers.

本研究旨在确定温泉业服务质量的维度，并检测重游意向与顾客满意度、企业形象、情绪与服务质量之间的关系。使用一个多阶层暨阶层型模型为框架来合成服务质量与情绪对顾客满意度的影响，继而构建温泉顾客所认知到的企业形象与重游意向之间的关系。结果显示,温泉的顾客所认知到的有四个主维度与十三个次维度。

KEYWORDS:

• Service quality dimensions
• revisit intentions
• customer satisfaction
• service quality
• multidimensional and hierarchical model
• hot spring industry

关键词:

• 服务质量维度
• 重游意愿
• 顾客满意度
• 服务质量
• 多维度暨阶层型模型
• 温泉业

Additional information

Notes on contributors

Hung-Che Wu

Hung-Che Wu is an Associate Professor at the Department of Economics and Business Management in Nanfang College of Sun Yat-sen University, Guangdong, China (E-mail: [email protected])

Chi-Han Ai

Chi-Han Ai is a Lecturer at the Department of Economics and Business Management in Nanfang College of Sun Yat-sen University, Guangdong, China (E-mail: [email protected])

Lei-Jiao Yang

Lei-Jiao Yang is a Graduate Student of Faculty of Hospitality and Tourism Management at the Macau University of Science and Technology, Macau SAR, China (E-mail: [email protected])

Tao Li

Tao Li is a Graduate Student of Faculty of Hospitality and Tourism Management at the Macau University of Science and Technology, Macau SAR, China (E-mail: [email protected])