Customer value - encounter satisfaction - overall satisfaction: examining the relationship in tourism destinations Online publication date: Mon, 10-Feb-2020
by Georgia Zouni; Markos Marios H. Tsogas; Dimitra Margieta Lykoudi
International Journal of Services, Economics and Management (IJSEM), Vol. 10, No. 4, 2019
Abstract: Over the past decade, several studies in services and tourism literature have been conducted and concluded that satisfaction is associated and affected by value because value appraisals precede satisfaction. This study aims to examine the relationship between customer satisfaction from each destination service/encounter and overall, and its antecedent, customer value. The proposed relationships are tested using the structural equation modelling (SEM) analysis at an established Greek heritage destination, Olympia. The results indicate that value dimensions can explain considerably the destination service encounter satisfaction, which in turn contributes to overall satisfaction. This study can be considered among the first attempts to empirically test the relationship of service encounter satisfaction from every destination service and customer value.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services, Economics and Management (IJSEM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook