Decomposing the Touristâ€™s Satisfaction Gap: The Role of Expectations and Cognitions
AbstractIn this paper we present an empirical methodology that allows the touristâ€™s satisfaction gap between two destinations to be decomposed into two components. One explains the role of differences in observed characteristics of the tourists and the stay (endowments). The other captures the share of the gap due to differences in the utility that tourists derive from those characteristics (cognitive). To illustrate the use of this method, we employ data coming from a sample of tourists visiting two touristic enclaves in Tarragona (Spain). Our results indicate that the cognitive component explains most of the satisfaction gap. Keywords: Satisfaction, expectations, cognition, touristic destination
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Bibliographic InfoPaper provided by Universitat Rovira i Virgili, Department of Economics in its series Working Papers with number 2072/196109.
Date of creation: 2012
Date of revision:
Turistes; Consumidors -- Satisfacció; Destinacions turístiques; 338 - Situació econòmica. Política econòmica. Gestió; control i planificació de l'economia. Producció. Serveis. Turisme. Preus;
This paper has been announced in the following NEP Reports:
- NEP-ALL-2012-05-29 (All new papers)
- NEP-MKT-2012-05-29 (Marketing)
- NEP-NEU-2012-05-29 (Neuroeconomics)
- NEP-TUR-2012-05-29 (Tourism Economics)
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