- Tytuł:
-
Postrzegana jakość usług a zachowania pozakupowe na rynku turystycznym
The perceived quality of services and the post-purchase behaviour on the tourism market - Autorzy:
-
Kosmaczewska, Joanna
Smoleńska, Olga
Barczak, Mariusz - Powiązania:
- https://bibliotekanauki.pl/articles/464836.pdf
- Data publikacji:
- 2015-09-30
- Wydawca:
- Akademia Wychowania Fizycznego we Wrocławiu
- Tematy:
-
efekt word of mouth
zachowania konsumentów
postrzegana jakość usług
word of mouth
consumer behaviour
perceived service quality - Opis:
- Background. Word of mouth (WOM) has been acknowledged for many years as a factor of major influence on what people know, feel and do. Currently, the word of mouth effect is especially important in the tourism industry, whose intangible products are difficult to evaluate prior to their consumption. The aim of the research was to examine the relationship between the perceived service quality and the respondents’ willingness to recommend the services to others (word of mouth effect). Material and methods. The hypothesis was tested empirically among a sample of 221 students who participated in family vacation in the previous year. The Spearman correlation was established to explore the strength of the relationship between the perceived service quality and the WOM effect. Results. The study supported the hypothesis that the perceived service quality had a positive influence on the word of mouth effect. Conclusions. The perceived quality of services should be regarded as an important determinant of customers’ post-purchase behaviour.
- Źródło:
-
Rozprawy Naukowe Akademii Wychowania Fizycznego we Wrocławiu; 2015, 49; 118-125
0239-4375 - Pojawia się w:
- Rozprawy Naukowe Akademii Wychowania Fizycznego we Wrocławiu
- Dostawca treści:
- Biblioteka Nauki
Artykuł