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

Gountas, Sandra, Mavondo, Felix, Ewing, Michael and Gountas, John 2011, Exploring the effects of perceived service provider sincerity on consumers' emotional state and satisfaction during service consumption, Tourism Analysis, vol. 16, no. 4, pp. 393-403.

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Title Exploring the effects of perceived service provider sincerity on consumers' emotional state and satisfaction during service consumption
Author(s) Gountas, Sandra
Mavondo, Felix
Ewing, Michael
Gountas, John
Journal name Tourism Analysis
Volume number 16
Issue number 4
Start page 393
End page 403
Total pages 11
Publisher Cognizant Communication Corporation
Place of publication Putnam Valley, NY
Publication date 2011
ISSN 1083-5423
1943-3999
Keyword(s) Service providers
Sincerity
Consumers
Emotions
Satisfaction
Summary 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 tourism providers. 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.
Language eng
Field of Research 150599 Marketing not elsewhere classified
Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
HERDC Research category C1.1 Refereed article in a scholarly journal
Copyright notice ©2011, Cognizant Communication Corporation
Persistent URL http://hdl.handle.net/10536/DRO/DU:30062360

Document type: Journal Article
Collections: School of Management and Marketing
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