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Customer satisfaction and loyalty to Alpine ski resorts: the moderating effect of lifestyle, spending and customers' skiing skills
Author(s) -
Matzler Kurt,
Füller Johann,
Faullant Rita
Publication year - 2007
Publication title -
international journal of tourism research
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.155
H-Index - 58
eISSN - 1522-1970
pISSN - 1099-2340
DOI - 10.1002/jtr.613
Subject(s) - loyalty , customer satisfaction , marketing , loyalty business model , business , advertising , psychology , sample (material) , service quality , service (business) , chemistry , chromatography
Customer satisfaction and loyalty are key drivers of performance. However, there is increasing evidence that good attribute performance and high overall satisfaction do not always automatically lead to higher loyalty. In this paper, we put forward a study on customer satisfaction and loyalty to Alpine ski resorts. We analyse the moderating effects of three important factors in the attribute performance–overall satisfaction–loyalty relationship: lifestyle, consumer spending and customers' skiing skills in a sample of 6172 skiers. The results show that all studied variables have a moderating effect. The findings have implications on both theory and practice. Copyright © 2007 John Wiley & Sons, Ltd.