How Far does Overall Service Quality of a Destination Affect Customers' Post-Purchase Behaviours?


Moutinho L., ALBAYRAK T. , CABER M.

INTERNATIONAL JOURNAL OF TOURISM RESEARCH, vol.14, no.4, pp.307-322, 2012 (Journal Indexed in SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 14 Issue: 4
  • Publication Date: 2012
  • Doi Number: 10.1002/jtr.856
  • Title of Journal : INTERNATIONAL JOURNAL OF TOURISM RESEARCH
  • Page Numbers: pp.307-322

Abstract

In tourism management literature, there are
numerous research papers focusing on the
determinants of the customers’ destination
evaluations and how they affect each other.
The chief variables to be examined in the
literature have been customer satisfaction,
perceived value, behavioural intention and
service quality. In this study, the authors were
inspired by the ‘indirect model’ by Cronin
et al. (2000) and generated a conceptual model
to determine the overall service quality of a
destination and its effect on perceived value,
customer satisfaction and behavioural
intention by structural equation modelling
technique.
In tourism management literature, there are numerous research papers focusing on the determinants of the customers' destination evaluations and how they affect each other. The chief variables to be examined in the literature have been customer satisfaction, perceived value, behavioural intention and service quality. In this study, the authors were inspired by the indirect model by Cronin et al. (2000) and generated a conceptual model to determine the overall service quality of a destination and its effect on perceived value, customer satisfaction and behavioural intention by structural equation modelling technique. Copyright (c) 2011 John Wiley & Sons, Ltd.