An extended model of the antecedents and consequences of consumer satisfaction for hospitality services

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dc.contributor.author Ekinci, Y
dc.contributor.author Dawes, PL
dc.contributor.author Massey, GR
dc.date.accessioned 2010-05-28T09:54:44Z
dc.date.issued 2008-01
dc.identifier.citation European Journal of Marketing, 2008, 42 (1/2), pp. 35 - 68
dc.identifier.issn 0309-0566
dc.identifier.other C1 en_US
dc.identifier.uri http://hdl.handle.net/10453/10205
dc.description.abstract Purpose The purpose of this paper is to examine the impact of self-congruence on consumer satisfaction with services and to develop and test a conceptual model of the antecedents and consequences of consumer satisfaction in the hospitality industry. Design/methodology/approach The conceptual framework consists of the following constructs: actual self-congruence, ideal self-congruence, desires congruence, service quality, consumers' overall attitude to a service firm, and intention to return. Moreover, 12 hypotheses were developed and tested. Exploratory and confirmatory factor analysis were used to test the validity of the measures, while PLS was used in hypotheses testing. Data were collected from 185 consumers who had recently visited a restaurant or hotel. Findings Strong support was found for 11 of the 12 hypotheses. Findings reveal that ideal self-congruence and desires congruence have positive effects on consumer satisfaction. In contrast, it is shown that actual self-congruence is not related to consumer satisfaction. Moreover, it is demonstrated that the two dimensions of service quality physical quality and staff behaviour have a positive impact on both desires congruence and consumer satisfaction. Importantly, consumer satisfaction is found to be a better indicator of the consumers' overall attitude to the service firm than service quality. The study confirms that consumer satisfaction mediates the relationship between the two service quality dimensions, ideal self-congruence, and intention to return
dc.publisher Emerald Group Publishing
dc.relation.hasversion Accepted manuscript version en_US
dc.relation.isbasedon 10.1108/03090560810840907
dc.rights This article is (c) Emerald Group Publishing and permission has been granted for this version to appear here (http://epress.lib.uts.edu.au/research/handle/10453/10205). Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.
dc.title An extended model of the antecedents and consequences of consumer satisfaction for hospitality services
dc.type Journal Article
dc.parent European Journal of Marketing
dc.journal.volume 1/2
dc.journal.volume 42
dc.journal.number 1/2 en_US
dc.publocation Bradford, UK en_US
dc.identifier.startpage 35 en_US
dc.identifier.endpage 68 en_US
dc.cauo.name BUS.School of Marketing en_US
dc.conference Verified OK en_US
dc.for 1503 Business and Management
dc.for 150503 Marketing Management (Incl. Strategy and Customer Relations)
dc.personcode 020358
dc.percentage 75 en_US
dc.classification.name Marketing Management (incl. Strategy and Customer Relations) en_US
dc.classification.type FOR-08 en_US
dc.edition en_US
dc.custom en_US
dc.date.activity en_US
dc.location.activity en_US
dc.description.keywords service levels, customer satisfaction, hospitality services en_US
pubs.embargo.period Not known
pubs.organisational-group /University of Technology Sydney
pubs.organisational-group /University of Technology Sydney/Faculty of Business
pubs.organisational-group /University of Technology Sydney/Faculty of Business/School of Marketing
pubs.organisational-group /University of Technology Sydney/Strength - Management and Organisation Studies
utslib.copyright.status Open Access
utslib.copyright.date 2015-04-15 12:23:47.074767+10
utslib.collection.history General (ID: 2)


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