Evaluating customer satisfaction: A contingency model approach

Dan Toy, Deborah Kerstetter, Robin Rager

Research output: Contribution to journalArticle

4 Citations (Scopus)

Abstract

Increased competition between leisure service businesses has forced managers to place greater emphasis on understanding and satisfying their customers' needs. Traditionally a modified version of the Parasuraman, Zeithaml, and Berry service quality model has been used to assess how well businesses are meeting their customers' needs. This approach is flawed, however, because it cannot explain the variability of outcomes. This study demonstrates the considerable flexibility and power of using a contingency approach to leisure service performance/satisfaction modeling. The results indicate that it is an effective research methodology for understanding the determinants of customer satisfaction for targeted clientele and a basis for positioning or repositioning the service mix to meet customers' needs.

Original languageEnglish (US)
Pages (from-to)99-108
Number of pages10
JournalTourism Analysis
Volume6
Issue number2
StatePublished - Jan 1 2001

Fingerprint

business service
positioning
methodology
modeling
need
Customer satisfaction
Contingency model
Customer needs
services
Leisure
service quality
Contingency approach
Positioning
Modeling
Service performance
Service quality
Service business
Managers
Clientele

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management

Cite this

Toy, D., Kerstetter, D., & Rager, R. (2001). Evaluating customer satisfaction: A contingency model approach. Tourism Analysis, 6(2), 99-108.
Toy, Dan ; Kerstetter, Deborah ; Rager, Robin. / Evaluating customer satisfaction : A contingency model approach. In: Tourism Analysis. 2001 ; Vol. 6, No. 2. pp. 99-108.
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Toy, D, Kerstetter, D & Rager, R 2001, 'Evaluating customer satisfaction: A contingency model approach', Tourism Analysis, vol. 6, no. 2, pp. 99-108.

Evaluating customer satisfaction : A contingency model approach. / Toy, Dan; Kerstetter, Deborah; Rager, Robin.

In: Tourism Analysis, Vol. 6, No. 2, 01.01.2001, p. 99-108.

Research output: Contribution to journalArticle

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Toy D, Kerstetter D, Rager R. Evaluating customer satisfaction: A contingency model approach. Tourism Analysis. 2001 Jan 1;6(2):99-108.