Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction
نویسندگان
چکیده
This study aimed to investigate the influence of the service encounter expectations of senior customers during wellness tours on customer satisfaction. The organizational attributes of hotels, organizational characteristics and employee characteristics, were adopted as mediating variables. A total of 346 valid questionnaires were retrieved from 50 year-old and above seniors in Taiwan. The results showed that the service encounter expectations of seniors had an indirect influence on customer satisfaction and the organizational attributes mediated the service encounter expectations of seniors and customer satisfaction. The moment of truth in the interactions between service staff members and seniors represents the pivotal management implication of this study.
منابع مشابه
Customer orientation among employees in public administration: a transnational, longitudinal study.
The relation between ergonomic principles and quality management initiatives, both, in the private and public sector, has received increasing attention in the recent years. Customer orientation among employees is not only an important quality principle, but also an essential prerequisite for customer satisfaction, especially in service organizations. In this context, the objective of introducin...
متن کاملImproving Employee Satisfaction Priority through Performance Control Matrix
The study addresses Performance Control Matrix (PCM) to determine service quality items of priority for improvement. Most businesses focus on customer satisfaction when undertaking surveys of satisfaction and dissatisfaction, while generally neglecting employee satisfaction. Therefore, this study develops an integrated model to improve service quality in Taiwanese finance industry employees. A ...
متن کاملInfluence Factors of Spa and Wellness Tourism on Revisit Intention: the Mediating Role of International Tourist Motivation and Tourist Satisfaction
Wellness and spa tourism has recently become a marketing strategy to attract tourists. It plays an important role in hotel industry, resorts and tourist destinations. Wellness and spa services are being required by local and international tourists. The interrelationship among motivations, satisfaction, and revisit intentions remain largely unexplored. Therefore, the purpose of the study was to ...
متن کاملEmployee Engagement and Individual Differences: A Study in Indian Context
The employee engagement has emerged as a pivotal business driver for organizational success. High level of engagement in domestic and global firms is supposed to have multiple enriching effects on an organization. Studies have highlighted the importance of both organizational and individual factors in ensuring highly engaged employees. The present paper explores the individual differs across fo...
متن کاملPrediction of Affective Organizational Commitment based on Employee Characteristics and Psychological factors among Oil Personnel
The concept of organizational commitment has become a hot topic in the literature of industrial psychology and organizational behavior in the past decade. The main purpose of this study was to investigate the relationships of employee characteristic (age, marital status, job tenure, educational level and job level), Perceived organizational support, psychological capital and job satisfaction to...
متن کامل