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The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service - the service encounter prospective

W.HsiJui

Tourism Management 28(6): 1518-1528

2007


ISSN/ISBN: 0261-5177
DOI: 10.1016/j.tourman.2007.02.002
Accession: 017400656

Customer satisfaction has been an important topic in tourism service management. Many researchers have argued that customer-to-customer interaction may affect customers' evaluation of the service experience. Consequently, the objective of this research is to investigate the relationship between customer-to-customer interaction, customer homogeneity and customer satisfaction. This research adopted questionnaires to investigate tourists traveling to foreign areas from Taiwan.

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