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CABI Book Chapter

Consumer psychology of tourism, hospitality and leisure.

Book cover for Consumer psychology of tourism, hospitality and leisure.


Chapter 19 (Page no: 227)

The role of expressive and instrumental factors in measuring visitor satisfaction.

This study describes overall visitor satisfaction as a function of instrumental and expressive factors using data obtained from a panel of 409 households in Virginia, West Virginia, North Carolina, Maryland, and washington, District of Columbia, USA, in the summer of 2002. Its objective is accomplished by testing whether instrumental and expressive attributes are distinct behavioural indicators that could better predict visitor satisfaction. It also tests whether visitor types based on motivation for travel moderate the relationship between instrumental and expressive attributes. The findings revealed partial support that expressive and instrumental factors collectively might be predictors of overall satisfaction or dissatisfaction in general. However, the findings show that visitor types based on motivation for travel moderate the relative importance of instrumental and expressive factors. Empirical studies of this nature may be of help to destination marketers and planners to understand the complexity of satisfaction as one of the elements of visitation behaviour. Actual and potential markets can use these types of studies to develop appropriate communication materials that would incorporate the relative importance of destination features as perceived.

Other chapters from this book

Chapter: 1 (Page no: 1) Building foundations for understanding the consumer psychology of tourism, hospitality and leisure. Author(s): Crouch, G. I. Perdue, R. R. Timmermans, H. J. P. Uysal, M.
Chapter: 2 (Page no: 11) Profiling the one- and two-star hotel guests for targeted segmentation action: a descriptive investigation of risk perceptions, expectations, disappointments and information processing tendencies. Author(s): Dolničar, S.
Chapter: 3 (Page no: 21) The influence of consumers' emotions on their service product evaluation. Author(s): Gountas, S. Gountas, J. Y.
Chapter: 4 (Page no: 33) Validating a Guttman-type social distance scale for explaining residents' attitudes towards tourism. Author(s): Thyne, M. Zins, A. H.
Chapter: 5 (Page no: 51) Motivation for domestic tourism: a case study of the Kingdom of Saudi Arabia. Author(s): Bogari, N. B. Crowther, G. Marr, N.
Chapter: 6 (Page no: 65) Ecotourists' environmental learning opportunity as a source of competitive advantage: are ecotourism operators missing the boat with their advertising? Author(s): Price, G. G.
Chapter: 7 (Page no: 75) Domestic leisure traveller consumption systems. Author(s): Cowley, E. Spurr, R. Robins, P. Woodside, A. G.
Chapter: 8 (Page no: 91) Tourist activity planning in congested urban tourism environments: towards a game-theoretic model and decision support system. Author(s): Han Qi Dellaert, B. G. C. Raaij, W. F. van Timmermans, H. J. P.
Chapter: 9 (Page no: 103) Comparing first-time and repeat visitors' activity patterns in a tourism environment. Author(s): Kemperman, A. D. A. M. Joh ChangHyeon Timmermans, H. J. P.
Chapter: 10 (Page no: 121) A study of tourist decision processes: Algarve, Portugal. Author(s): Correia, A. Crouch, G. I.
Chapter: 11 (Page no: 135) The consumption of association convention sites: preliminary results from a study of site choice. Author(s): Crouch, G. I. Louviere, J. J.
Chapter: 12 (Page no: 149) Context and dynamics of social interaction and information search in decision making for discretionary travel. Author(s): Huan TzungCheng Beaman, J.
Chapter: 13 (Page no: 161) A duality in vacation decision making. Author(s): Hyde, K. F.
Chapter: 14 (Page no: 169) A model of vacation choice: an integration of personality and vacation choice with leisure constraints theory. Author(s): McGuiggan, R. L.
Chapter: 15 (Page no: 181) Effects of holiday packaging on tourist decision making: some preliminary results. Author(s): Rewtrakunphaiboon, W. Oppewal, H.
Chapter: 16 (Page no: 189) An examination of the antecedents and consequences of customer satisfaction. Author(s): Ekinci, Y. Sirakaya, E.
Chapter: 17 (Page no: 203) First-time and repeat visitors to Orlando, Florida: a comparative analysis of destination satisfaction. Author(s): Fallon, P. Schofield, P.
Chapter: 18 (Page no: 215) Aristotelian ethical values within a tourism/hospitality industry context. Author(s): Ross, G. F.
Chapter: 20 (Page no: 237) Profiling airline web users: a segmentation approach. Author(s): Chen, J. S. Jang SeYou
Chapter: 21 (Page no: 245) Towards more thorough data-driven segmentation in tourism: a tracking framework for exploring segment development. Author(s): Dolničar, S.
Chapter: 22 (Page no: 253) Sustainable tourism and stakeholder groups: a case study of Colorado ski resort communities. Author(s): Perdue, R. R.
Chapter: 23 (Page no: 265) Cultural determinants of tourist intention to return. Author(s): Caneen, J. M.
Chapter: 24 (Page no: 275) Towards the conceptualization of tourism destination loyalty. Author(s): Niininen, O. Riley, M.
Chapter: 25 (Page no: 285) Measuring comparative performance of vacation destinations: using tourists' self-reported judgements as an alternative approach. Author(s): Kozak, M.
Chapter: 26 (Page no: 303) Cross-cultural behaviour research in tourism: a case study on destination image. Author(s): Kozak, M. Bigné, E. González, A. Andreu, L.
Chapter: 27 (Page no: 319) Journeys of the imagination? The cultural tour route revealed. Author(s): Oliver, T.

Chapter details

  • Author Affiliation
  • Department of Hospitality and Tourism Management, Virginia Polytechnic Institute and State University, 355 Wallace Hall (0429), Blacksburg, VA 24061-0429, USA.
  • Year of Publication
  • 2004
  • ISBN
  • 085199749X
  • Record Number
  • 20043021080