Abstract
| Original language | English |
|---|---|
| Pages (from-to) | 393 - 403 |
| Number of pages | 11 |
| Journal | Tourism Analysis |
| Volume | 16 |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - 2011 |
Cite this
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Exploring the effects of perceived service provider sincerity on consumers' emotional state and satisfaction during service consumption. / Gountas, Sandra; Mavondo, Felix; Ewing, Michael Thomas; Gountas, John.
In: Tourism Analysis, Vol. 16, No. 4, 2011, p. 393 - 403.Research output: Contribution to journal › Article › Research › peer-review
TY - JOUR
T1 - Exploring the effects of perceived service provider sincerity on consumers' emotional state and satisfaction during service consumption
AU - Gountas, Sandra
AU - Mavondo, Felix
AU - Ewing, Michael Thomas
AU - Gountas, John
PY - 2011
Y1 - 2011
N2 - 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.
AB - 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.
U2 - 10.3727/108354211X13149079788819
DO - 10.3727/108354211X13149079788819
M3 - Article
VL - 16
SP - 393
EP - 403
JO - Tourism Analysis
JF - Tourism Analysis
SN - 1083-5423
IS - 4
ER -