A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection
Bibliographic Data
| ID | 11436675 |
|---|---|
| Authors | Shu Tian-Cole (University of Missouri, corresponding author), JOHN CROMPTION, John L Cromption (Texas A&M University) |
| Year | 2003 |
| Volume | 22 |
| Issue | 1 |
| Pages | 65-80 |
| Publication date | 2003-01-01 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Leisure Studies (JOURNAL) |
| Journal identifiers | ISSN: 0261-4367 • E-ISSN: 1466-4496 |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/02614360306572 |
| OpenAlex | W2108205513 |
| Language | EN |
| Citations received | 31 |
| References cited | 41 |
Six different conceptualizations of the relationship between visitor satisfaction and service quality have been suggested in the literature. A model is developed which integrates and reconciles these differences. Its central components are recognition of the distinction between quality of performance and quality of experience, and those between individual transactions and global or overall satisfaction and quality. At the transaction level, satisfaction is the affective psychological response to a destination, while service quality is cognitive belief about the destination's features or attributes. Both overall service quality and overall satisfaction are attitudes with cognitive and affective components
Business · Cognition · Conceptualization · Quality (philosophy · Service (business · Service quality · Visitor pattern · Applied Psychology · Computer Science · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Diverse Aspects of Tourism Research · Psychology · Social Psychology · Marketing
The Psychosocial Reality of Digital Travel
Repeat Visitation in Mature Sun and Sand Holiday Destinations
Motivation and service quality relationship with visitor satisfaction and loyalty intentions in a mountainous protected area
Consumer’s e-lifestyle and repurchase intention in online food ordering services
The Effects of Physical and Cultural Distance on Tourist Satisfaction
Hai Di Lao Hot Pot
Segmenting the Chinese Tourist in Long-Haul Travel toward Coastal and Marine Destinations
Tourist Satisfaction, Perceived Service Value, and Repurchase Intentions
Tourist segmentation in an intangible heritage setting
Intention to Revisit a National Park and Its Vicinity
Exploring Tourists’ Intentions to Adopt Augmented Reality in Cultural Heritage Museums
Segmentation of Tourists That Participate in a Cultural Event
An exploratory study of ecotourism services quality (ESQ) in Bale Mountains National Park (BMNP), Ethiopia
An Empirical Study of Behavioral Intentions in the Food Festival
Visitor Motivational Factors and Level of Satisfaction in Wellness Tourism
The influence of competition on visitor satisfaction and loyalty
Environmentally responsible behavior in ecotourism
The importance of foreign language skills in the tourism sector
The value of self-stated attribute importance to overall satisfaction
Tourism supply chain management
Examining the relationship between tourist motivation and satisfaction by two competing methods
Using a randomised experiment to test the causal effect of service quality on visitor satisfaction and loyalty in a remote national park
Enabling access to tourism through information schemes
Modeling reference experience in destination choice
Service quality measurement in rural accommodation
Tourism Brochures
Destination Loyalty
Visitors’ Satisfaction and Loyalty toward Protected Areas
A Structural Model to Examine How Destination Image, Attitude, and Motivation Affect the Future Behavior of Tourists
A method for testing the effect of management interventions on the satisfaction and loyalty of national park visitors
Measuring the Quality of Ecotourism Services
The psychology of attitudes
The Nature and Determinants of Customer Expectations of Service
A Dynamic Process Model of Service Quality
Measuring Service Quality in the Travel and Tourism Industry
Measuring Service Quality
Models of Consumer Satisfaction Formation
A Dynamic Process Model of Service Quality
The Predictive Validity of Alternative Approaches to Evaluating Quality of a Festival
Effect of expectation and disconfirmation on postexposure product evaluations
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
A conceptual model of consumer evaluation of recreation service quality
Sightseeing tourists' motivation and satisfaction
Dimentions of tourist satisfaction with a destination area
Satisfaction measurement in guided tours
Quality, satisfaction and behavioral intentions
Tourists and retailers' perceptions of services
Residents' perceptions on tourism impacts
Users' perceptions of the relative importance of service quality dimensions in selected public recreation programs
Satisfaction in Camping
An Empirical Investigation of the Relationships Between Service Quality, Satisfaction and Behavioral Intentions among Visitors to a Wildlife Refuge
Response Determinants in Satisfaction Judgments
Cognitive, Affective, and Attribute Bases of the Satisfaction Response
The cognition–emotion process in achievement-related contexts
A Multistage Model of Customers' Assessments of Service Quality and Value
Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework
Consumer Reactions to Product Failure
| Unique citing works | 31 |
|---|---|
| Citations per year | 1,55 |
| Citation span | 2006 - 2026 (21) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 31 |