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Exploring the effects of perceived service provider sincerity on consumers' emotional state and satisfaction during service consumption

Gountas, S., Mavondo, F., Ewing, M. and Gountas, J. (2011) Exploring the effects of perceived service provider sincerity on consumers' emotional state and satisfaction during service consumption. Tourism Analysis, 16 (4). pp. 393-403.

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Link to Published Version: http://dx.doi.org/10.3727/108354211X13149079788819
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Abstract

A holistic approach to satisfaction and its effects seems to be particularly important in high-affect, high-involvement, and extended duration services such as those offered by many travel and tourismproviders. This means understanding the complexities of service provision and its processes. Consumers value service interaction that appears sincere. For this reason, organizations expect service providers to manage their service "performance" to reflect a genuine display of positive emotions towards the customer, which has a direct impact on customer satisfaction and possibly overall life satisfaction. This study explores consumers' perception of sincerity and tests its effects on positive emotions and satisfaction in an extended duration service. The findings indicate that perceived service sincerity positively influences consumers' emotions during a service and has important direct and indirect effects on life satisfaction, service satisfaction, and intention to repurchase. Implications for managers and opportunities for further research are discussed.

Publication Type: Journal Article
Murdoch Affiliation: Murdoch Business School
Publisher: Cognizant Communication Corporation
URI: http://researchrepository.murdoch.edu.au/id/eprint/24338
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