旅行先での天候が顧客満足およびロイヤルティ意識に及ぼす影響

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概要

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• Customer retention is one of the most important issues for hospitality enterprises. However, customer satisfaction (CS) and loyalty, which are critical factors in customer retention, are formed by not only actual service delivery but also other elements which cannot be controlled by enterprises, i.e. weather at destination. However, there are few studies about relationship between weather at destination and CS, loyalty. This empirical study verifies effects of weather conditions over formation of CS and loyalty at a destination. I found that weather condition would influence CS, but would not influence loyalty, among a lot of customer's attributes.

• 2012-03-00

著者

• 山田 雄一

  財団法人日本交通公社

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• 2-G-5 観光地におけるCS構造に関する考察1(オーガナイズドセッション観光とOR)
• 旅行先での天候が顧客満足およびロイヤルティ意識に及ぼす影響

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