Article2007

Customer satisfaction and loyalty to Alpine ski resorts: the moderating effect of lifestyle, spending and customers' skiing skills

Kurt Matzler · Johann Füller · Rita Faullant

98 citations0/0 files storedInternational Journal of Tourism Research

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Consumer Behavior in Brand Consumption and Identification

Abstract

Abstract Customer satisfaction and loyalty are key drivers of performance. However, there is increasing evidence that good attribute performance and high overall satisfaction do not always automatically lead to higher loyalty. In this paper, we put forward a study on customer satisfaction and loyalty to Alpine ski resorts. We analyse the moderating effects of three important factors in the attribute performance–overall satisfaction–loyalty relationship: lifestyle, consumer spending and customers' skiing skills in a sample of 6172 skiers. The results show that all studied variables have a moderating effect. The findings have implications on both theory and practice. Copyright © 2007 John Wiley & Sons, Ltd.

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1996The Behavioral Consequences of Service Quality 1990Zero defections: quality comes to services.2003An examination of the effects of motivation and satisfaction on destination loyalty: a structural model 2001Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics 1995Return on Quality (ROQ): Making Service Quality Financially Accountable 1993Loyalty-based management.2000Personal characteristics as moderators of the relationship between customer satisfaction and loyalty?an empirical analysis

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