Cole 2004

Examining the Mediating Role of Experience Quality in a Model of Tourist Experiences

Good article - tackles much of the stuff I am trying to avoid - the complex definitions and interactions between satisfaction, perforance, experience, customer service, etc.

See experience as a additive model - performance as how the TO does their stuff and how people receive this, but seeing experience as more than this - everything they get when they are on tour. I like this definition. I think this article shos that the better the performance the better the experience, which would make intuitive sense.

Perhaps a need for me to delve moe deeply into the whole inter-relationship, so as to fully understand what I am doing.

In terms of loyalty, it is viewed as a simple, 1 item, outcome variable.