Análisis de la satisfacción en la experiencia del consumidor: una aplicación en empresas de servicios de ocio y de turismo
Year: 2002
Type: article
Study design: Observational Study
Abstract: Applied in highly interactive and emotional services, this study analyzes the links between disconfinnation, consumption emotions, satisfaction and behavioral intentions. Based on an empirical study of 200 consumers during their experience in a theme park, our findings confirmed that disconfirmation, emotions (pleasure and arousal dimensions), satisfaction and behavioral intentions could be modeled using path analysis. The final model confinns significant links between cognitive and emotional influences on satisfaction. Furthennore, the direct positive effect of satisfaction on loyalty is confirmed, as well as both direct and indirect effects of pleasure on loyalty. This finding suggests that the pleasure dimension of emotions will influence not only satisfaction but also loyalty towards the leisure service.
Author: Luisa Andreu Simó
Language: Spanish
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W2992490891