Reflections on tourist satisfaction research: Past, present and future
Key text in arguing for qualitative work in tourism satisfaction
O Brookes seems to be a key research centre in this area.
Breaks down tourism satifaction research into its most basic chronology
Looks at difference between quality and satisfaction pg 298
Looks into CS/D - EDP
ATTRIBUTION
STABILITY OVER TIMEEXPECTATION
PERFORMANCE
EMOTION
EQUITY
Levels of expectation are discussed and how worthwhile they are pg 299
Explains and references all the relevant concepts.
Critique of CSQs and other quantitative methods
Brings in the need for more quali work
And settles on a mix!
Monday, 28 May 2007
Prebensen (norway) satisfaction with a destination
Looks into tourism satisfaction by splitting all the different attibutes and seeing the impact they have on overall satisfaction, leading to repeat purchases and viral (word-of-mouth) marketing.
Lots of good refs regarding viral/repeat.
touches on expectation-experience gap (linked to EDP i think)
Good definitions of satisfaction
Mention for Fishbein's multiattribute model
Detailed look at expectations pg 7
A splitting of the trip into time stages as well; pre-trip, en route, on-trip, post-trip
Possible rational for splitting my research into theses sections (no en route) and using different methods in each. quant, observation, mixquant/quali
Motivators are considered as determinants - what kind of trip the tourist is looking for.
STRONG focus on re-buy/viral references pg 14
Pg 15 series of hypotheses - strong link to my work.
Methodology used is highly quantitative and really not too relevant.
Mention of positive skew on overall tourism satisfaction (pg 27)
The epeat nature of this work is based on destination rather than TO - key difference, as people do not display a huge amount of loyalty because they wish to see other destinations - not an issue for me, looking at TOs
Lots of good refs regarding viral/repeat.
touches on expectation-experience gap (linked to EDP i think)
Good definitions of satisfaction
Mention for Fishbein's multiattribute model
Detailed look at expectations pg 7
A splitting of the trip into time stages as well; pre-trip, en route, on-trip, post-trip
Possible rational for splitting my research into theses sections (no en route) and using different methods in each. quant, observation, mixquant/quali
Motivators are considered as determinants - what kind of trip the tourist is looking for.
STRONG focus on re-buy/viral references pg 14
Pg 15 series of hypotheses - strong link to my work.
Methodology used is highly quantitative and really not too relevant.
Mention of positive skew on overall tourism satisfaction (pg 27)
The epeat nature of this work is based on destination rather than TO - key difference, as people do not display a huge amount of loyalty because they wish to see other destinations - not an issue for me, looking at TOs
Fuchs 2003
very detailed look at the different approaches to measuring tourism satisfaction
compares the scando approach to the US approach
the US approach paying much more attention to expectations.
the authors highlight the weakness of using expectations.
all the attibutes of destinations are broken down and analysed.
not quite sure how useful this article is at this point, but could be in the future.
compares the scando approach to the US approach
the US approach paying much more attention to expectations.
the authors highlight the weakness of using expectations.
all the attibutes of destinations are broken down and analysed.
not quite sure how useful this article is at this point, but could be in the future.
pizam 1999
Key article - strong overview of customer satisfaction in the hospitality sector.
spells out the clear link to repeat purchase and viral marketing pg1
Highlights the nine main theories concerning customer satisfaction
EDT - expectancy disconfirmation theory seems to be the main one
highlighting the need for a comprehensive understanding of pre-tour expectations
and then comparing with post-tour. Oliver pg 2
Vavra seems to have a different kind of outlook focusing on the end-state.
Great example on pg 2 about the role expectations play in setting peoples expectations.
Warm Beer and Lousy Food.
Reference is made to an needs to segment the market because everyone derives different satisfaction from a product - I think that the market may be segmented enough pre-tour - by selecting the tour and the product you ahve already chosen.
Goes into looking at the splitting of different componants of services and whether this is valid. Seems to several ways of looking at this kind of 'ranking' of components. detailed in page 329.
page 331 looks at expectancy trade-offs - does one component have a greater weighting than another?
factor analysis referred to - this is probabaly what i will be looking at. a 'questionnaire' with a range of questions ranging from traditional holiday valuations, through RT, into ethical consumerism.
factor analysis will require putting this all together into groups.
Issue raised of cultueral differences of participants - i think that as it changes that happen on tour - this is largely overcome, but too direct a link with the UK market requires caution,
spells out the clear link to repeat purchase and viral marketing pg1
Highlights the nine main theories concerning customer satisfaction
EDT - expectancy disconfirmation theory seems to be the main one
highlighting the need for a comprehensive understanding of pre-tour expectations
and then comparing with post-tour. Oliver pg 2
Vavra seems to have a different kind of outlook focusing on the end-state.
Great example on pg 2 about the role expectations play in setting peoples expectations.
Warm Beer and Lousy Food.
Reference is made to an needs to segment the market because everyone derives different satisfaction from a product - I think that the market may be segmented enough pre-tour - by selecting the tour and the product you ahve already chosen.
Goes into looking at the splitting of different componants of services and whether this is valid. Seems to several ways of looking at this kind of 'ranking' of components. detailed in page 329.
page 331 looks at expectancy trade-offs - does one component have a greater weighting than another?
factor analysis referred to - this is probabaly what i will be looking at. a 'questionnaire' with a range of questions ranging from traditional holiday valuations, through RT, into ethical consumerism.
factor analysis will require putting this all together into groups.
Issue raised of cultueral differences of participants - i think that as it changes that happen on tour - this is largely overcome, but too direct a link with the UK market requires caution,
Bowie 2005
Strong emphasis on the role of the tour leader on guided trips.
Refers to repeat custom and its importance as well as referral.
Possible idea for spin off article on the role the tour leader plays in RT
Reference made to the intangible nature of service offered pg 305
pg 307 goes into much more detail regarding expecatations and looks at the theoretical side of things - 'zone of tolerance' 'zone of uncertainty'
and then the 9 theories to evaluate satisfaction.
PERFORMANCE
EQUITY
ATTITUDE
HEDONISM
pg310 goes into the rational behind observation - more 311
Refers to repeat custom and its importance as well as referral.
Possible idea for spin off article on the role the tour leader plays in RT
Reference made to the intangible nature of service offered pg 305
pg 307 goes into much more detail regarding expecatations and looks at the theoretical side of things - 'zone of tolerance' 'zone of uncertainty'
and then the 9 theories to evaluate satisfaction.
PERFORMANCE
EQUITY
ATTITUDE
HEDONISM
pg310 goes into the rational behind observation - more 311
meeting 25/5
Issues with title of my piece. use of word 'selling' and link to 'mainstream'
the work was fine though - HG keener than XF. XF had issues with weak first couple of pages - the pages rewritten to simplify the whole piece. Need to rewrite with more back-up. Brutland 87, Earth summit, ecotourism, joberg, sustainable tourism, etc. A deeper setting.
The sampe was discussed and HG suggested 3 TOs, with one as a more 'mainstream' option.
This would give 2 'mainstream' like explore or exodus and one even more mainstream but with similar product.
I raised the point about observation - opportunity for much richer data. They seems to agree. A prolonged period in destination could capture all i needed.
The questionnaire was addressed. Strong allignment with the Co-op work recommended. I suggested some alignment with HG's work. Agreed. Suggestion from HG to go and speak to Co-op people when appropriate.
Issue of framework raised. XF mentioned Fishbein, who I had been looking at - and another more aligned with ethics. There was an apparant shift from RT focus to ethical focus. Do people become more ethical per se, rather than single focus on RT.
R1 seemed to be binned. no real discussion. september 13-24 now. strange atmosphere. I have no issues do this. reasoning was odd though.
I feel XF has reservations about my writing and deeper understanding of the subject. We tend to have a habit of approaching methodology, without me ever advancing. need to address this by next meeting.
Focus for next 2 weeks must be on the conference however.
the work was fine though - HG keener than XF. XF had issues with weak first couple of pages - the pages rewritten to simplify the whole piece. Need to rewrite with more back-up. Brutland 87, Earth summit, ecotourism, joberg, sustainable tourism, etc. A deeper setting.
The sampe was discussed and HG suggested 3 TOs, with one as a more 'mainstream' option.
This would give 2 'mainstream' like explore or exodus and one even more mainstream but with similar product.
I raised the point about observation - opportunity for much richer data. They seems to agree. A prolonged period in destination could capture all i needed.
The questionnaire was addressed. Strong allignment with the Co-op work recommended. I suggested some alignment with HG's work. Agreed. Suggestion from HG to go and speak to Co-op people when appropriate.
Issue of framework raised. XF mentioned Fishbein, who I had been looking at - and another more aligned with ethics. There was an apparant shift from RT focus to ethical focus. Do people become more ethical per se, rather than single focus on RT.
R1 seemed to be binned. no real discussion. september 13-24 now. strange atmosphere. I have no issues do this. reasoning was odd though.
I feel XF has reservations about my writing and deeper understanding of the subject. We tend to have a habit of approaching methodology, without me ever advancing. need to address this by next meeting.
Focus for next 2 weeks must be on the conference however.
Bowen on observation
Key - 6 influences or "antecedents" affecting CS/D (customer satisfaction/dissatisfaction)
expectation, performance, disconfirmation, attribution, emotion, equity. - good references with them.
Great arguments for observation- this is one of the key observation texts.
Asks the question of which exact role the researcher should play (observer, observer-participant, etc)
whether the TO should be approached, how much the participants should know.
How to leave the door open for further follow-up work.
What sort of questions should be asked, how to record data
Question of whether it is a snapshot we want or something more.
CRITICAL ETHNOGRAPHY - what consumers think, feel, and do, rather than what they say they will t,f and d.
need to look more into this.
expectation, performance, disconfirmation, attribution, emotion, equity. - good references with them.
Great arguments for observation- this is one of the key observation texts.
Asks the question of which exact role the researcher should play (observer, observer-participant, etc)
whether the TO should be approached, how much the participants should know.
How to leave the door open for further follow-up work.
What sort of questions should be asked, how to record data
Question of whether it is a snapshot we want or something more.
CRITICAL ETHNOGRAPHY - what consumers think, feel, and do, rather than what they say they will t,f and d.
need to look more into this.
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