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Adjusted expectations, satisfaction and loyalty development

Author

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  • Ramón Rufín
  • Cayetano Medina
  • Manuel Rey

Abstract

The primary contribution of this article is an analysis of the influence of the use of individual's expectations about a service consumption on the behavior models, that examine the process according to which loyalty and satisfaction are generated. More specifically, the research examines the implications of considering adjusted expectations, namely those that tourists have after having visited a destination, rather than those expectations they may have prior to their visit. By developing structural equations, the research verifies that the use of adjusted expectations modifies the chain of causal relationships described in the cognitive--affective explanatory models for tourist satisfaction and loyalty.

Suggested Citation

  • Ramón Rufín & Cayetano Medina & Manuel Rey, 2011. "Adjusted expectations, satisfaction and loyalty development," The Service Industries Journal, Taylor & Francis Journals, vol. 32(14), pages 2185-2202, May.
    • Handle: RePEc:taf:servic:v:32:y:2011:i:14:p:2185-2202
    DOI: 10.1080/02642069.2011.594874
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