Emotions Impact on Tourists Satisfaction with Ski Resorts. The Mediating Role of Perceived ValueReportar como inadecuado




Emotions Impact on Tourists Satisfaction with Ski Resorts. The Mediating Role of Perceived Value - Descarga este documento en PDF. Documentación en PDF para descargar gratis. Disponible también para leer online.

1 IREGE - Institut de Recherche en Gestion et en Economie 2 CERGAM - Centre d-Études et de Recherche en Gestion d-Aix-Marseille

Abstract : Emotions have been shown to play an important role in consumers- evaluation of their consumption experiences, including extended multiple-encounter touristic ones. The present research investigates the emotions used in the evaluation of customers- experience at a ski resort and how these emotions drive customers- satisfaction. Two quantitative studies are conducted in the French Alps and the data analysed with descriptive statistics and structural equation modelling. The findings uncover the importance of three emotions - joy, excitement and peacefulness - and a strong mediating role of overall perceived value between consumption emotions and satisfaction. Emotions related to -surprise- play no significant role in the evaluation of the ski resort experience. The present findings suggest that managers should focus on staging customers- stay at the resort to stimulate an emotional experience and position their packages based on the promise of such emotional experiences.

Keywords : mediation effect Consumption emotions perceived value satisfaction ski resorts mediation effect.





Autor: Lydie Bonnefoy-Claudet - Nabil Ghantous -

Fuente: https://hal.archives-ouvertes.fr/



DESCARGAR PDF




Documentos relacionados