Abstract
Relationship marketing which involves establishing, developing and maintaining success relational exchanges, constitutes a major shift in marketing thought. Commitment and trust between providers and recipients of services which are the key to understanding the relationship development process are also the focus of services marketing. One of the neglected areas of service marketing is tourism which is by far the largest service industry in most western nations. Operations are commonly focused on practical and tangible aspects of the service delivered. As a whole, the service industry delivers complex service experiences in the form of many subsequent service encounters like lodging, transport and sight seeing. We know little of how extended and complex tourist encounters affect the customer relationship. To fill this gap in the service literature this study sets out to explore how different qualities embedded in four distinct service settings (eating out, accommodation, renting a car and a sightseeing tour), referred to as scapes, impact on their respective global satisfaction scores. Applying a novel approach, respondents rated the service scape by proxy when evaluating a picture in which certain quality variables had been manipulated. Findings show that distinct quality variables were significant for different scapes and for respondents from different cultures. Managerial implications for the customer relationship are also discussed.
Chapter PDF
Similar content being viewed by others
Keywords
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2015 Academy of Marketing Science
About this paper
Cite this paper
Mattsson, J., Chadee, D. (2015). Customer Satisfaction in Tourist Service Encounters. In: Grant, K., Walker, I. (eds) Proceedings of the 1995 World Marketing Congress. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-17311-5_56
Download citation
DOI: https://doi.org/10.1007/978-3-319-17311-5_56
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-17310-8
Online ISBN: 978-3-319-17311-5
eBook Packages: Business and EconomicsBusiness and Management (R0)