Measuring customer satisfaction in tourist service encounters

Chadee, Doren and Mattsson, Jan 1995, Measuring customer satisfaction in tourist service encounters, Journal of travel and tourism marketing, vol. 4, no. 4, pp. 97-107, doi: 10.1300/J073v04n04_08.

Attached Files
Name Description MIMEType Size Downloads

Title Measuring customer satisfaction in tourist service encounters
Author(s) Chadee, DorenORCID iD for Chadee, Doren
Mattsson, Jan
Journal name Journal of travel and tourism marketing
Volume number 4
Issue number 4
Start page 97
End page 107
Total pages 11
Publisher Routledge
Place of publication Philadelphia, P. A.
Publication date 1995
ISSN 1054-8408
Summary This paper sets out to model quality and satisfaction judgements of college students within four distinct tourist encounters. A novel approach is used where respondents rated an entire service setting by proxy when evaluating a picture in which certain quality variables had been manipulated. Each picture contained separate ôobjectsö of the service that we claim would be evaluated on a cognitive plane along different dimensions for the relevant attributes of each encounter. The scores were then used to develop regression models to estimate the influence of distinct quality factors on overall satisfaction
Language eng
DOI 10.1300/J073v04n04_08
Field of Research 159999 Commerce, Management, Tourism and Services not elsewhere classified
Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
HERDC Research category C1.1 Refereed article in a scholarly journal
Copyright notice ©1995, Taylor & Francis
Persistent URL

Document type: Journal Article
Collections: Faculty of Business and Law
School of Management and Marketing
Connect to link resolver
Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved.

Version Filter Type
Citation counts: TR Web of Science Citation Count  Cited 0 times in TR Web of Science
Scopus Citation Count Cited 21 times in Scopus
Google Scholar Search Google Scholar
Access Statistics: 555 Abstract Views, 0 File Downloads  -  Detailed Statistics
Created: Tue, 25 Sep 2012, 15:44:25 EST

Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact