{"title":"An Investigation of the Relationship Among Service Quality, Customer Satisfaction and Behavioural Intentions in Spanish Health Spas","authors":"Ma Elisa Alén González, J. A. F. Brea","doi":"10.1300/J150v13n02_06","DOIUrl":null,"url":null,"abstract":"ABSTRACT Taken as a final variable in a pattern in which service quality and customer satisfaction are related, customer behavioral intentions seem to be an underesearched relationship. Using a model with the preceding concepts, this article shows how perceived quality is related to behavioral intentions by analyzing customer satisfaction. All appropriate measures are identified by means of a personal interview with customers who attend spa resorts. The results obtained demonstrate the importance of service quality on customer satisfaction as well as on behavioral intentions.","PeriodicalId":341174,"journal":{"name":"Journal of Hospitality & Leisure Marketing","volume":"1 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2005-10-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"52","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Hospitality & Leisure Marketing","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1300/J150v13n02_06","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 52
Abstract
ABSTRACT Taken as a final variable in a pattern in which service quality and customer satisfaction are related, customer behavioral intentions seem to be an underesearched relationship. Using a model with the preceding concepts, this article shows how perceived quality is related to behavioral intentions by analyzing customer satisfaction. All appropriate measures are identified by means of a personal interview with customers who attend spa resorts. The results obtained demonstrate the importance of service quality on customer satisfaction as well as on behavioral intentions.
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