Abstract
In many previous studies of consumer satisfaction/dissatisfaction, specific performance expectations were considered the prime baseline of disconfirmation and post-exposure outcomes. The present study broadens the scope of the factors involved in the arousal of satisfaction and its outcomes. It is asserted that the traditional view constitutes but one of two mechanisms that impinge on the formation of future behavioral intensions. Norms and measures of past experience form another baseline standard that does not necessarily coincide with (or be medicated by) the expectational baseline. An exploratory test of the extended paradigm in the context of consumers' reactions to a tourist attraction is presented.
Original language | English |
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Pages (from-to) | 333-344 |
Number of pages | 12 |
Journal | Annals of Tourism Research |
Volume | 16 |
Issue number | 3 |
DOIs | |
State | Published - 1989 |
Keywords
- expectations
- satisfaction
- tourism decisions