Examining the Relationship between Emotions, Customer Satisfaction and Future Behavioral Intentions in Agrotourism

Marketers have been working tirelessly to determine the factors that lead to customer satisfaction presuming that customer satisfaction automatically leads to repeated customers. Service quality, customer satisfaction, customer loyalty and repeat business are issues well recognized and investigated by researchers. Recent theory however suggests that service quality alone doesn’t necessarily encourage customers to repeat their choices, but rather, “complete” customer satisfaction does Thus, the main research question addressed in this paper is how to complete the relationship between “complete” customer satisfaction and repeat business. The customer’s emotions have been proved to be a key determinant to turn a satisfied customer into a repeated one. The research was conducted in 2009, addressed to customers of agrotourism businesses on Lesvos Island and Florina – Greece

Examining the Relationship between Emotions, Customer Satisfaction and Future Behavioral Intentions in Agrotourism

Marketers have been working tirelessly to determine the factors that lead to customer satisfaction presuming that customer satisfaction automatically leads to repeated customers. Service quality, customer satisfaction, customer loyalty and repeat business are issues well recognized and investigated by researchers. Recent theory however suggests that service quality alone doesn’t necessarily encourage customers to repeat their choices, but rather, “complete” customer satisfaction does Thus, the main research question addressed in this paper is how to complete the relationship between “complete” customer satisfaction and repeat business. The customer’s emotions have been proved to be a key determinant to turn a satisfied customer into a repeated one. The research was conducted in 2009, addressed to customers of agrotourism businesses on Lesvos Island and Florina – Greece

Adoption of Mobile Commerce in the Air Travel Sector: A Qualitative Survey of Attitudes

The study presented in this paper examines the case of the customer adoption of an air travel innovation, namely delivering through mobile telephones electronic tickets as well as boarding passes and other related services for air travel, which may be viewed as an innovation in service delivery. The qualitative study reported here adopted Rogers’ model of perceived innovation attributes and was augmented by Bauer’s framework of perceived risk. Participants in focus groups were categorized according to their attitudes towards buying electronic tickets for air travel through mobile phones. The perceived innovation attributes were identified to be significant determinants of travelers’ adoption decisions and practices. In addition, two more dimensions (compatibility with a person’s values and previous experience with the product category) were found to influence travelers’ adoption decisions, stressing the high complexity of the adoption decisions for mobile phone-based air travel service innovations. The findings have practical value for organizations in the air travel sector as well as for Global Distribution Systems (GDSs) and traditional travel agents