Impact of experience and emotional state on behavioral intentions: A study of Greek and Italian customers

Abstract

This research delves into the complex dynamics between customer experience, emotional state and behavioral intentions among Greek and Italian customers in the coastal line shipping industry. Through a large-scale survey methodology, encompassing 600 passengers, half of whom are Greek and half Italian, the study investigates how these factors intertwine and how they differ across those two examined nationalities. Employing exploratory and confirmatory factor analyses alongside regression analyses, the findings unveil a positive relationship between customer experience, emotional state, and behavioral intentions, with nationality acting as a significant moderator. This study marks the first empirical assessment of its hypotheses within the ferry context, offering valuable insights for both academics and practitioners aiming to enhance passenger satisfaction and loyalty in the transport sector.