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Do satisfaction and attachment mediate the relationship between service quality and loyalty?
Högskolan i Jönköping, Internationella Handelshögskolan, IHH, Centre for Innovation Systems, Entrepreneurship and Growth. (CISEG)
Högskolan i Jönköping, Internationella Handelshögskolan, IHH, Centre for Innovation Systems, Entrepreneurship and Growth. (CISEG)
2008 (engelsk)Inngår i: World Journal of Tourism Small Business Management, ISSN 1991-1394, Vol. 2, nr 1, s. 5-11Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

This paper examines whether satisfaction mediates the relationship between service quality and attachment in a tourism context?  It also examines whether attachment mediates the relationships between service quality and satisfaction on loyalty?  To answer these questions we tested five models that pose fourteen hypotheses.  Our model indicates that satisfaction mediates service quality and that attachment mediates service quality on loyalty.  The proposed model exhibits acceptable levels of construct validity and reliability.  Thus, we believe the models have important implications for theory and practice in the tourism field.

sted, utgiver, år, opplag, sider
2008. Vol. 2, nr 1, s. 5-11
Emneord [en]
Service quality, tourism, loyalty, satisfaction
HSV kategori
Identifikatorer
URN: urn:nbn:se:hj:diva-8016OAI: oai:DiVA.org:hj-8016DiVA, id: diva2:175084
Merknad
Reprinted versionTilgjengelig fra: 2009-02-26 Laget: 2009-02-26 Sist oppdatert: 2012-01-16bibliografisk kontrollert

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Pesämaa, OssiRylander, David

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