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Do satisfaction and attachment mediate the relationship between service quality and loyalty?
Jönköping University, Jönköping International Business School, JIBS, Centre for Innovation Systems, Entrepreneurship and Growth . (CISEG)
Jönköping University, Jönköping International Business School, JIBS, Centre for Innovation Systems, Entrepreneurship and Growth . (CISEG)
2008 (English)In: World Journal of Tourism Small Business Management, ISSN 1991-1394, Vol. 2, no 1, 5-11 p.Article in journal (Refereed) 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.

Place, publisher, year, edition, pages
2008. Vol. 2, no 1, 5-11 p.
Keyword [en]
Service quality, tourism, loyalty, satisfaction
National Category
Social Sciences Business Administration
Identifiers
URN: urn:nbn:se:hj:diva-8016OAI: oai:DiVA.org:hj-8016DiVA: diva2:175084
Note
Reprinted versionAvailable from: 2009-02-26 Created: 2009-02-26 Last updated: 2012-01-16Bibliographically approved

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