NDLI: Tourist satisfaction: A view from a mixed international guided package tour

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Tourist satisfaction: A view from a mixed international guided package tour

Content Provider	Semantic Scholar
Author	Bowie, David Chang, Jui Chi
Copyright Year	2005
Abstract	This paper seeks to identify the variables that are related to customer satisfaction during a guided package tour service encounter, including the role of the tour leader and the service performance by suppliers – itinerary arrangements, auxiliary support and service delivery. Data were gathered through participant observation during a mixed-nationality tour of Scandinavian destinations. Expectations, customer on-tour attitude and behaviour and equity were identified as affecting customer satisfaction during the service encounter. Additionally, the consumption experience of hedonism and enjoyment (excitement factors) on the tour had a significant effect on customer satisfaction. Two primary sources of complaints were identified: first, the tour operator's itinerary planning and hotel selection (basic factors), and second, the tour leader's competence (performance factor). The findings indicate that the tour leader is a significant determinant psychologically, spiritually and practically in influencing the...
Starting Page	303
Ending Page	322
Page Count	20
File Format	PDF HTM / HTML
DOI	10.1177/1356766705056628
Alternate Webpage(s)	https://notendur.hi.is/stefanva/Skrar/Tourist%20Satisfaction_%20A%20view%20from%20a%20mixed%20internatinal%20guided%20package%20tour.pdf
Alternate Webpage(s)	https://doi.org/10.1177/1356766705056628
Volume Number	11
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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