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.
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Benkenstein et al. (2003) studied this question.
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