Exploring the effects of perceived service provider sincerity on consumers' emotional state and satisfaction during service consumption

Sandra Gountas, Felix Mavondo, Michael Thomas Ewing, John Gountas

Research output: Contribution to journalArticleResearchpeer-review

1 Citation (Scopus)

Abstract

A holistic approach to satisfaction and its effects seems to be particularly important in high-affect, high-involvement, and extended duration services such as those offered by many travel and tourism providers. This means understanding the complexities of service provision and its processes. Consumers value service interaction that appears sincere. For this reason, organizations expect service providers to manage their service performance to reflect a genuine display of positive emotions towards the customer, which has a direct impact on customer satisfaction and possibly overall life satisfaction. This study explores consumers perception of sincerity and tests its effects on positive emotions and satisfaction in an extended duration service. The findings indicate that perceived service sincerity positively influences consumers emotions during a service and has important direct and indirect effects on life satisfaction, service satisfaction, and intention to repurchase. Implications for managers and opportunities for further research are discussed.
Original languageEnglish
Pages (from-to)393 - 403
Number of pages11
JournalTourism Analysis
Volume16
Issue number4
DOIs
Publication statusPublished - 2011

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