آزمون مدل واسطه خدمات به مشتریان و رضایت در تفریحات خارج

This paper examines a model of customer service and satisfaction in the outdoor recreation experience. More specifically, it focuses on the question of whether domain-level satisfaction mediates the relationships between specific customer service attributes and the overall evaluation of an experience. Data were collected through a nationwide assessment of customer service at US Army Corps of Engineers (COE) lakes. Face-to-face interviews were conducted at 10 COE lakes located throughout the United States (n=2933 completed interviews). The survey instrument measured three levels of visitor satisfaction (19 individual attributes, four domains, and overall satisfaction). Study results supported the hypothesized model by confirming the relationships between individual customer service attributes, satisfaction within customer service dimensions (or domains) and overall satisfaction. The influence of some items, however, overlapped across multiple dimensions. The relevant items accounted for between 29% and 41% of the variance associated with satisfaction within the customer service domains. In turn, satisfaction within the domains explained 15% of the variance in overall satisfaction.