Abstract
The performance of a company may be legitimately measured by the consumer voice. Satisfaction is one measure of that voice. This paper reviews the theoretical antecedents of satisfaction derived from research into consumer behaviour and then checks the theory against the reality of a business situation from the tourist industry — a long-haul inclusive tour to South East Asia from Britain. The main research method — participant observation — places a strong emphasis on the measurement of tourist satisfaction in situ. However, this is balanced by post-tour tourist interviews with tour participants and a general set of pre-tour interviews on tourist satisfaction with management and directors across a spectrum of tour operators. The findings have a relevance for human resource management and services marketing in tour operation, other sectors of tourism and also service industries which provide an extended service experience for consumers.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.