Yuksel 2001

The Expectancy-Disconfirmation Paradigm: A Critique

Key text with a full and comprehensive discussion of the dominant framework in assessing customer satisfaction EDP
Discusses all the other theories
Full description of EDP
ONe stage and two stage versions - questions of when to ask people about their expectations
I intend to look at inferred method (two stage) pre post
Full considerations of the limitations of the EDP model - key points whether people really know their expecations accurately?
Do people only use satisfaction in making their future purchase decisions?
EDP cannot accommodate the dynamic nature of expectations.
No consideration of competitors. link to relative model. RPA??
Especially looking at the nature of the trips I want to investigate - how much do people know about the places, culture, forming of expectations?
pg 111 - completely unfamiliar experiences
Interesting point - people do not really have accurate expectations because the trips tend to be new experiences, and as a result the use of viral marketing is all the greater.
EXPECTATIONS very difficult to define and pin down - pg 113
Need to look at other theories - Comparison Level Theory/ Equity Theory/ Evaluative Congruity Theory
Practical Matters - Logical Inconsistancy - did people get the trip they wanted? People may be ahppy even if expectations are not met - lots of inconsistancies - pg 115
Gronroos - are expecations not inherent anyway? do we not evaluate according to our expecations naturally?
Would pre-post not be measuring them twice?
Question raised of when to measure? pre pre post post?
Summary pg 121-
Further reference to brand loyalty pg 123
RPA - fascinating concept. pg 124.
A) identify attributes key to repeat booking
b)assess performance of these variables
c) assess relative performance
Kreck 1998
Finally a combination of the different theories is proposed.