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Open AccessArticle

Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction

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Department of Tourism Management, National Kaohsiung University of Applied Sciences, Kaohsiung 807, Taiwan
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Department of Leisure, Recreation and Tourism Management, Tzu Hui Institute of Technology, Pingtung 926, Taiwan
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Author to whom correspondence should be addressed.
Academic Editor: Giuseppe Ioppolo
Sustainability 2015, 7(8), 10576-10601; https://doi.org/10.3390/su70810576
Received: 24 May 2015 / Revised: 26 July 2015 / Accepted: 3 August 2015 / Published: 7 August 2015
(This article belongs to the Section Economic, Business and Management Aspects of Sustainability)
This study aimed to investigate the influence of the service encounter expectations of senior customers during wellness tours on customer satisfaction. The organizational attributes of hotels, organizational characteristics and employee characteristics, were adopted as mediating variables. A total of 346 valid questionnaires were retrieved from 50 year-old and above seniors in Taiwan. The results showed that the service encounter expectations of seniors had an indirect influence on customer satisfaction and the organizational attributes mediated the service encounter expectations of seniors and customer satisfaction. The moment of truth in the interactions between service staff members and seniors represents the pivotal management implication of this study. View Full-Text
Keywords: seniors; wellness tourism; service encounter expectations; organizational characteristics; employee characteristics; customer satisfaction seniors; wellness tourism; service encounter expectations; organizational characteristics; employee characteristics; customer satisfaction
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Chen, K.-H.; Chang, F.-H.; Liu, F.-Y. Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction. Sustainability 2015, 7, 10576-10601.

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