Toward a Framework of Experience Quality Assessment in Cultural Tourism

Dorthe Eide and Lena Mossberg

Chapter 7 in Creating and Managing Experiences in Cultural Tourism, 2019, pp 101-120 from World Scientific Publishing Co. Pte. Ltd.

Abstract: Service quality assessment has received extensive attention since the 1980s. In light of this development, it is surprising that experience quality has attracted only limited research interest when tourism largely has turned from being service- to experience-based. Service quality is often approached by theories related to customer satisfaction based on a disconfirmation paradigm (Grönroos, 2011; Parasuraman, Zeithaml & Berry, 1985). Customer evaluations of service quality have been judged based on customer perceptions of a technical outcome provided, the process by which that outcome was delivered and the quality of the environment where the service was delivered (Brady & Cronin, 2001). Among the many criticisms of how service quality has been understood is the objection that the conception is too static (Anderson & Fornell, 1994)…

Keywords: Experience Economy; Cultural Tourism; Emotional Marketing; Experience Design; Interpretation of Culture; Tourism Planning; Sustainability (search for similar items in EconPapers)
Date: 2019
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