Exploring the effects of perceived service provider sincerity on consumers’ emotional state and satisfaction during travel service consumption
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. Cons...
| Main Authors: | , , , |
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| Format: | Journal Article |
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Cognizant Communication Corporation
2011
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| Online Access: | http://hdl.handle.net/20.500.11937/62578 |
| _version_ | 1848760878033272832 |
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| author | Gountas, Sandra Mavondo, F. Ewing, M. Gountas, J. |
| author_facet | Gountas, Sandra Mavondo, F. Ewing, M. Gountas, J. |
| author_sort | Gountas, Sandra |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T10:22:46Z |
| format | Journal Article |
| id | curtin-20.500.11937-62578 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T10:22:46Z |
| publishDate | 2011 |
| publisher | Cognizant Communication Corporation |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-625782018-03-29T09:09:25Z Exploring the effects of perceived service provider sincerity on consumers’ emotional state and satisfaction during travel service consumption Gountas, Sandra Mavondo, F. Ewing, M. Gountas, J. Service providers Emotions Satisfaction Consumers Sincerity 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. 2011 Journal Article http://hdl.handle.net/20.500.11937/62578 10.3727/108354211X13149079788819 Cognizant Communication Corporation restricted |
| spellingShingle | Service providers Emotions Satisfaction Consumers Sincerity Gountas, Sandra Mavondo, F. Ewing, M. Gountas, J. Exploring the effects of perceived service provider sincerity on consumers’ emotional state and satisfaction during travel service consumption |
| title | Exploring the effects of perceived service provider sincerity on consumers’ emotional state and satisfaction during travel service consumption |
| title_full | Exploring the effects of perceived service provider sincerity on consumers’ emotional state and satisfaction during travel service consumption |
| title_fullStr | Exploring the effects of perceived service provider sincerity on consumers’ emotional state and satisfaction during travel service consumption |
| title_full_unstemmed | Exploring the effects of perceived service provider sincerity on consumers’ emotional state and satisfaction during travel service consumption |
| title_short | Exploring the effects of perceived service provider sincerity on consumers’ emotional state and satisfaction during travel service consumption |
| title_sort | exploring the effects of perceived service provider sincerity on consumers’ emotional state and satisfaction during travel service consumption |
| topic | Service providers Emotions Satisfaction Consumers Sincerity |
| url | http://hdl.handle.net/20.500.11937/62578 |