Customer value - encounter satisfaction - overall satisfaction: examining the relationship in tourism destinations. (10th February 2020)

• Record Type: Journal Article
• Authors: Zouni, Georgia; Tsogas, Markos Marios H.; Lykoudi, Dimitra Margieta
• Is Part Of: International journal of services, economics and management. Volume 10:Number 4(2019)
• Page Start: 357
• Page End: 379
• Publication Date: 2020-02-10
• Subjects: customer value -- overall satisfaction -- service encounter satisfaction -- tourism -- destination -- experiential marketing -- structural equation modelling -- SEM; Service industries -- Management -- Periodicals; Service industries -- Economic aspects -- Periodicals; 658
• Languages: English
• ISSNs: 1753-0822

Abstract

Over the past decade, several studies in services and tourism literature have been conducted and concluded that satisfaction is associated and affected by value because value appraisals precede satisfaction. This study aims to examine the relationship between customer satisfaction from each destination service/encounter and overall, and its antecedent, customer value. The proposed relationships are tested using the structural equation modelling (SEM) analysis at an established Greek heritage destination, Olympia. The results indicate that value dimensions can explain considerably the destination service encounter satisfaction, which in turn contributes to overall satisfaction. This study can be considered among the first attempts to empirically test the relationship of service encounter satisfaction from every destination service and customer value.