This Article Full Text (PDF) All Versions of this Article: 1096348007309571v1 32/1/108    most recent References Alert me when this article is cited Alert me if a correction is posted Citation Map Services Email this article to a friend Similar articles in this journal Alert me to new issues of the journal Add to Saved Citations Download to citation manager Request Permissions Request Reprints Add to My Marked Citations Citing Articles Citing Articles via Google Scholar Citing Articles via Scopus Google Scholar Articles by Jui Chi Chang Search for Related Content Social Bookmarking                         What's this?

Tourists' Satisfaction Judgments: An Investigation of Emotion, Equity, and Attribution

Providence University, jcchang{at}pu.edu.tw

This study investigates the relationships between aspects of consumption behavior— emotion, equity, and attribution—and the consequences of tourists' satisfaction. It also examines their different degrees of satisfaction in line with these three determinants. The component of equity, which is affected by cultural background, is found to have a greater effect on tourist satisfaction than people had thought, even though it was kept hidden by tourists when on the tour. This study proposes that the channel of communication could be used as a moderator to facilitate tourist satisfaction response. The results might help the travel industry refine its service quality and contribute to the literature of customer satisfaction attributes in the tourism industry.

Key Words: emotion • equity • attribution • satisfaction • culture • package tour

This version was published on February 1, 2008

Journal of Hospitality & Tourism Research, Vol. 32, No. 1, 108-134 (2008)
DOI: 10.1177/1096348007309571


CiteULike    Complore    Connotea    Del.icio.us    Digg    Reddit    Technorati    Twitter    What's this?