Emotional and Cognitive Antecedents of Customer Satisfaction in Leisure Services: The Case of the Rostock Zoo
Document Type
Article
Publication Date
1-28-2003
Description
This study develops and tests a model that depicts how cognitive and emotional evaluations relate to customer satisfaction in leisure services. The model is tested within the context of visitors to the Rostock Zoo in Germany. Results of the study show that consumer satisfaction with leisure services is a function of both cognitive and affective evaluations where the affective evaluations dominate. Implications of the results are discussed. [Article copies available for a fee from The Haworth Document Delivery Service: 1-800-HAWORTH. E-mail address: getinfo@haworthpressinc.com Website: http://www.HaworthPress.com.
Citation Information
Benkenstein, Martin; Yavas, Ugur; and Forberger, Dirk. 2003. Emotional and Cognitive Antecedents of Customer Satisfaction in Leisure Services: The Case of the Rostock Zoo. Journal of Hospitality and Leisure Marketing. Vol.10(3-4). 173-184. https://doi.org/10.1300/J150v10n03_11 ISSN: 1050-7051