for Cruise Research
centre for research and for
Sirakaya, Ercan, James Petrick
Choi. "The Role of Mood on Tourism Product Evaluations,"
of Tourism Research, 2004, 31:3 (July),
between customer satisfaction and service quality have ubiquitously
that such evaluations are free of bias that may stem from consumers’
states during the evaluation stage. These dispositions at the time of
may contribute to errors in measurement of customer satisfaction. This
examines the effect of consumers’ mood on service evaluations of
product using a sample of cruise vacationers. Findings indicated that
moderates tourists’ overall satisfaction levels.
practical contributions of study findings arediscussed within the
realm of consumer behavior theory.