The effects of mood and personality type on service quality perception and customer satisfaction

Kocabulut O., ALBAYRAK T.

INTERNATIONAL JOURNAL OF CULTURE TOURISM AND HOSPITALITY RESEARCH, cilt.13, sa.1, ss.98-112, 2019 (ESCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 13 Sayı: 1
  • Basım Tarihi: 2019
  • Doi Numarası: 10.1108/ijcthr-08-2018-0102
  • Dergi Adı: INTERNATIONAL JOURNAL OF CULTURE TOURISM AND HOSPITALITY RESEARCH
  • Derginin Tarandığı İndeksler: Emerging Sources Citation Index (ESCI), Scopus
  • Sayfa Sayıları: ss.98-112
  • Anahtar Kelimeler: Customer satisfaction, Mood, Personality type, German tourists, Service quality perception, METHOD BIAS, EMOTIONS, EXPERIENCE, TOURISM, STATES, MODEL
  • Akdeniz Üniversitesi Adresli: Evet

Özet

Purpose The influences of personality type and mood on customer evaluations such as service quality and satisfaction are not yet explored in the tourism and travel literature. Hence, this study aims to: (1) identify the role of personality and mood in customer service quality perceptions and overall satisfaction; and (2) assess these variables' impact on service quality perception-overall satisfaction relationship.