Assessing tourist behavioral intentions through perceived service quality and customer satisfaction

Despite their importance in the relationship between service quality and customer satisfaction, research surrounding consumer behavior intentions remains insufficient. The authors develop a model to depict how service quality perceptions and customer satisfaction influence behavioral intentions. This proposed model identifies some appropriate measures for a questionnaire distributed to consumers visiting spa resorts. The results clearly demonstrate the influence of service quality and customer satisfaction on behavioral intentions in the tourism industry. (C) 2006 Elsevier Inc. All fights reserved.