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Customer satisfaction and loyalty to Alpine ski resorts: the moderating effect of lifestyle, spending and customers' skiing skills by Kurt Matzler; Johann Füller; Rita Faullant is a Social Sciences article available to read on EtoBox.

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## Abstract 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.

Who reads Customer satisfaction and loyalty to Alpine ski resorts: the moderating effect of lifestyle, spending and customers' skiing skills?

Author

Kurt Matzler; Johann Füller; Rita Faullant

Publisher

John Wiley and Sons; Wiley (John Wiley & Sons); John Wiley & Sons Ltd.; Wiley (ISSN 1099-2340)

Published

2007

Language

EN

Field

Social Sciences