Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction

Sustainability

Kaung-Hwa Chen²  Feng-Hsiang Chang¹  Fang-Yu Liu² 

[1] Department of Leisure, Recreation and Tourism Management, Tzu Hui Institute of Technology, Pingtung 926, Taiwan;Department of Tourism Management, National Kaohsiung University of Applied Sciences, Kaohsiung 807, Taiwan; E-Mails:

关键词: seniors;    wellness tourism;    service encounter expectations;    organizational characteristics;    employee characteristics;    customer satisfaction;   

DOI  :  10.3390/su70810576

来源: mdpi

【 摘 要 】

This study aimed to investigate the influence of the service encounter expectations of senior customers during wellness tours on customer satisfaction. The organizational attributes of hotels, organizational characteristics and employee characteristics, were adopted as mediating variables. A total of 346 valid questionnaires were retrieved from 50 year-old and above seniors in Taiwan. The results showed that the service encounter expectations of seniors had an indirect influence on customer satisfaction and the organizational attributes mediated the service encounter expectations of seniors and customer satisfaction. The moment of truth in the interactions between service staff members and seniors represents the pivotal management implication of this study.

【 授权许可】

CC BY   
© 2015 by the authors; licensee MDPI, Basel, Switzerland.