IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-01243401.html
   My bibliography  Save this paper

Gestion de la satisfaction et de l’insatisfaction des touristes : les apports du modèle Tétraclasse

Author

Listed:
  • Christèle Camelis

    (IAE La Réunion - Institut d'Administration des Entreprises - La Réunion - UR - Université de La Réunion, CEMOI - Centre d'Économie et de Management de l'Océan Indien - UR - Université de La Réunion)

  • Sylvie Llosa

    (CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon)

  • Cécile Maunier

    (IAE La Réunion - Institut d'Administration des Entreprises - La Réunion - UR - Université de La Réunion, CEMOI - Centre d'Économie et de Management de l'Océan Indien - UR - Université de La Réunion)

Abstract

This research aims at understanding the construction of overall tourist satisfaction by using a nonlinear approach. The Llosa Tetraclass model (1997, 1999) was applied to assess the fluctuant or fixed weight of 39 tourism experience attributes. The paper compares results of a quantitative study conducted among 343 tourists who had visited either Reunion Island (190) or Dominican Republic (153), representing seaside destinations. In both cases four ways to contribute to satisfaction are found: basic, plus, key and secondary elements. The findings particularly show (1) a partial stability of elements contributing to dissatisfaction but not to satisfaction; and (2) the salient role of elements related to the human factor partially disregarded in previous tourism satisfaction studies. From a managerial perspective, this article proposes to destination managers to carefully study the specificity of the elements leading to satisfaction on their territory and using non-linear models to better allocate resources in order to enhance post consumption behaviors.

Suggested Citation

  • Christèle Camelis & Sylvie Llosa & Cécile Maunier, 2015. "Gestion de la satisfaction et de l’insatisfaction des touristes : les apports du modèle Tétraclasse," Post-Print hal-01243401, HAL.
    • Handle: RePEc:hal:journl:hal-01243401
    Note: View the original document on HAL open archive server: https://hal.univ-reunion.fr/hal-01243401
    as

    Download full text from publisher

    File URL: https://hal.univ-reunion.fr/hal-01243401/document
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Stéphane Debenedetti, 2003. "L'expérience de visite des lieux de loisir : le rôle central des compagnons," Post-Print halshs-00169484, HAL.
    2. Arnould, Eric J & Price, Linda L, 1993. "River Magic: Extraordinary Experience and the Extended Service Encounter," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(1), pages 24-45, June.
    3. Boris Bartikowski & Sylvie Llosa, 2004. "Customer satisfaction measurement: comparing four methods of attribute categorisations," Post-Print hal-01822828, HAL.
    4. Christèle Camelis & Florence Dano & Kiane Goudarzi & Viviane Hamon & Sylvie Llosa, 2013. "Les rôles des ‘co-clients’ et leurs mécanismes d’influence sur la satisfaction globale durant une expérience de service," Post-Print hal-01243422, HAL.
    5. Stéphane Debenedetti, 2003. "L'expérience de visite des lieux de loisirs : Le rôle central des compagnons," Post-Print hal-02022827, HAL.
    6. P.-Y. Leo & J. Philippe, 2003. "Positionnement concurrentiel des zones commerciales et satisfaction du consommateur," Post-Print hal-01801632, HAL.
    7. Kim, Jong-Hyeong, 2014. "The antecedents of memorable tourism experiences: The development of a scale to measure the destination attributes associated with memorable experiences," Tourism Management, Elsevier, vol. 44(C), pages 34-45.
    8. Cécile Maunier & Christèle Camelis, 2013. "Toward an identification of elements contributing to satisfaction with the tourism experience," Post-Print hal-01243421, HAL.
    9. Boris Bartikowski & Sylvie Llosa, 2004. "Customer satisfaction measurement: comparing four methods of attribute categorisations," The Service Industries Journal, Taylor & Francis Journals, vol. 24(4), pages 67-82, July.
    10. Jean-Luc Giannelloni & Elisabeth Robinot, 2010. "Do hotels' "green" attributes contribute to customer satisfaction?," Post-Print hal-00962449, HAL.
    11. Choo, Hyungsuk & Petrick, James F., 2014. "Social interactions and intentions to revisit for agritourism service encounters," Tourism Management, Elsevier, vol. 40(C), pages 372-381.
    12. C. Camelis & F. Dano & K. Goudarzi & V. Hamon & S. Llosa, 2013. "Les roles des 'co-clients' et leurs mecanismes d'influence sur la satisfaction globale durant une experience de service," Post-Print hal-01822272, HAL.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Christèle Camelis & Florence Dano & Kiane Goudarzi & Viviane Hamon & Sylvie Llosa, 2013. "The roles of co-clients and their influence on overall satisfaction during the service experience," Post-Print hal-01822880, HAL.
    2. W. Sabadie & I. Prim-Allaz & S. Llosa, 2006. "Contribution des elements de gestion des reclamations a la satisfaction: les apports de la theorie de la justice," Post-Print hal-01822842, HAL.
    3. Albayrak, Tahir & Caber, Meltem, 2015. "Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques," Tourism Management, Elsevier, vol. 46(C), pages 43-50.
    4. Henner Gimpel & Dominikus Kleindienst & Niclas Nüske & Daniel Rau & Fabian Schmied, 2018. "The upside of data privacy – delighting customers by implementing data privacy measures," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(4), pages 437-452, November.
    5. Lionel Nicod & Élodie Mallor & Sylvie Llosa, 2023. "L’influence de l’aide à participer en magasin sur la satisfaction client : une approche par le modèle tétraclasse," Post-Print hal-04311121, HAL.
    6. Junge, Hendrik & Vollmar, Bernhard, 2021. "Autokauf der Zukunft: Eine Darstellung und Analyse des gegenwärtigen und zukünftigen Kaufentscheidungsprozesses von Automobilen unter Berücksichtigung aktueller Trends in der Automobilindustrie," PFH Forschungspapiere/Research Papers 2021/001, PFH Private University of Applied Sciences, Göttingen.
    7. Xian Ji & Long Shao & Yu Du, 2020. "Collaborating with Local Communities to Identify Improvement Priorities for Historic Urban Landscape Based on Residents’ Satisfaction: An Application of Asymmetric Impact-Performance Analysis in Dando," Sustainability, MDPI, vol. 12(4), pages 1-16, February.
    8. Chen, Pin-Zheng & Liu, Wan-Yu, 2019. "Assessing management performance of the national forest park using impact range-performance analysis and impact-asymmetry analysis," Forest Policy and Economics, Elsevier, vol. 104(C), pages 121-138.
    9. Darko Prebežac & Josip Mikulić, 2008. "Destination image and key drivers of perceived destination attractiveness," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 20(2), pages 163-178.
    10. Finn, Adam, 2011. "Investigating the non-linear effects of e-service quality dimensions on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 27-37.
    11. Zielke, Stephan, 2008. "Exploring asymmetric effects in the formation of retail price satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 15(5), pages 335-347.
    12. Lai, Ivan Ka Wai & Hitchcock, Michael, 2017. "Sources of satisfaction with luxury hotels for new, repeat, and frequent travelers: A PLS impact-asymmetry analysis," Tourism Management, Elsevier, vol. 60(C), pages 107-129.
    13. Sarah Hudson & Sheila Matson-Barkat & Nico Pallamin & Guillaume Jégou, 2019. "With or without you? Interaction and immersion in a virtual reality experience," Post-Print hal-02159315, HAL.
    14. Marie‐Eve Laporte & Sophie Rieunier & Geraldine Michel, 2020. "When family dining protects against sweet food consumption… and when it does not," Journal of Consumer Affairs, Wiley Blackwell, vol. 54(2), pages 628-647, June.
    15. Henner Gimpel & Tobias Manner-Romberg & Fabian Schmied & Till J. Winkler, 2021. "Understanding the evaluation of mHealth app features based on a cross-country Kano analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(4), pages 765-794, December.
    16. Assumpció Huertas, 2018. "How live videos and stories in social media influence tourist opinions and behaviour," Information Technology & Tourism, Springer, vol. 19(1), pages 1-28, June.
    17. Mengqiang Pan & Nao Li & Xiankai Huang, 2022. "Asymmetrical impact of service attribute performance on consumer satisfaction: an asymmetric impact-attention-performance analysis," Information Technology & Tourism, Springer, vol. 24(2), pages 221-243, June.
    18. Campos, Ana Cláudia & Mendes, Julio & Valle, Patrícia Oom do & Scott, Noel, 2017. "Co-creating animal-based tourist experiences: Attention, involvement and memorability," Tourism Management, Elsevier, vol. 63(C), pages 100-114.
    19. Wang Danni & Cheung Catherine & Liu Adrienne Tingyao, 2023. "Understanding Memorable Tourism Experience: Long-Term Memory System and Revisit Intention," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 13(2), pages 125-141, December.
    20. Dehui Christina Geng & John L. Innes & Wanli Wu & Weiwei Wang & Guangyu Wang, 2021. "Seasonal Variation in Visitor Satisfaction and Its Management Implications in Banff National Park," Sustainability, MDPI, vol. 13(4), pages 1-17, February.

    More about this item

    Keywords

    Revue AERES;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-01243401. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.