view in publisher's site

Tourist satisfaction: A view from a mixed international guided package tour

This paper seeks to identify the variables that are related to customer satisfaction during a guided package tour service encounter, including the role of the tour leader and the service performance by suppliers – itinerary arrangements, auxiliary support and service delivery. Data were gathered through participant observation during a mixed-nationality tour of Scandinavian destinations. Expectations, customer on-tour attitude and behaviour and equity were identified as affecting customer satisfaction during the service encounter. Additionally, the consumption experience of hedonism and enjoyment (excitement factors) on the tour had a significant effect on customer satisfaction. Two primary sources of complaints were identified: first, the tour operator's itinerary planning and hotel selection (basic factors), and second, the tour leader's competence (performance factor). The findings indicate that the tour leader is a significant determinant psychologically, spiritually and practically in influencing the success of the tour product. The result contributes to a better knowledge for the tour operator of tourism satisfaction in the international market for guided package tours.

رضایت گردشگر: دیدگاهی از یک تور بسته راهنمای بین‌المللی مختلط. Journal of عثمانی، ۱۱ (۴)، ۳۰۳ - ۳۲۲

ترجمه شده با


پر ارجاع‌ترین مقالات مرتبط:

  • مقاله Tourism, Leisure and Hospitality Management
  • ترجمه مقاله Tourism, Leisure and Hospitality Management
  • مقاله مدیریت گردشگری، اوقات فراغت و هتلداری
  • ترجمه مقاله مدیریت گردشگری، اوقات فراغت و هتلداری
سفارش ترجمه مقاله و کتاب - شروع کنید

با استفاده از افزونه دانلود فایرفاکس چکیده مقالات به صورت خودکار تشخیص داده شده و دکمه دانلود فری‌پیپر در صفحه چکیده نمایش داده می شود.