Adjusted expectations, satisfaction and loyalty development

Ramón Rufín, Cayetano Medina and Manuel Rey

The Service Industries Journal, 2011, vol. 32, issue 14, 2185-2202

Abstract: The primary contribution of this article is an analysis of the influence of the use of individual's expectations about a service consumption on the behavior models, that examine the process according to which loyalty and satisfaction are generated. More specifically, the research examines the implications of considering adjusted expectations, namely those that tourists have after having visited a destination, rather than those expectations they may have prior to their visit. By developing structural equations, the research verifies that the use of adjusted expectations modifies the chain of causal relationships described in the cognitive--affective explanatory models for tourist satisfaction and loyalty.

Date: 2011
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DOI: 10.1080/02642069.2011.594874

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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