精神的な効用とCSロイヤルティの関係 : スキー活動をケースに
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概要
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Psychological benefits of tourism experience are one of the most important issues for tourism promotion planning at Japanese/local government. And, many DMOs should be responsible for customer retention by maintaining customer satisfaction (CS) and customer's loyalty. Psychological benefits and CS, loyalty are differing in concept, because psychological benefits are indicators of tourism's meaning on customer's quality of life, but, CS and loyalty are indicators of destination management. However, there are few studies about relationship between psychological benefits and CS, loyalty. This empirical study verifies effect of psychological benefits over formation of CS and loyalty at a destination. I found that psychological benefits would influence CS, loyalty, but factor loadings are less than emotion, CS.
- 2013-03-00