Gestion de la satisfaction et de l’insatisfaction des touristes: les apports du modèle Tétraclasse

Christèle Camelis (), Sylvie Llosa () and Cécile Maunier ()
Additional contact information
Christèle Camelis: IAE La Réunion - Institut d'Administration des Entreprises - La Réunion - UR - Université de La Réunion, CEMOI - Centre d'Économie et de Management de l'Océan Indien - UR - Université de La Réunion
Sylvie Llosa: CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon
Cécile Maunier: IAE La Réunion - Institut d'Administration des Entreprises - La Réunion - UR - Université de La Réunion, CEMOI - Centre d'Économie et de Management de l'Océan Indien - UR - Université de La Réunion

Post-Print from HAL

Abstract: This research aims at understanding the construction of overall tourist satisfaction by using a nonlinear approach. The Llosa Tetraclass model (1997, 1999) was applied to assess the fluctuant or fixed weight of 39 tourism experience attributes. The paper compares results of a quantitative study conducted among 343 tourists who had visited either Reunion Island (190) or Dominican Republic (153), representing seaside destinations. In both cases four ways to contribute to satisfaction are found: basic, plus, key and secondary elements. The findings particularly show (1) a partial stability of elements contributing to dissatisfaction but not to satisfaction; and (2) the salient role of elements related to the human factor partially disregarded in previous tourism satisfaction studies. From a managerial perspective, this article proposes to destination managers to carefully study the specificity of the elements leading to satisfaction on their territory and using non-linear models to better allocate resources in order to enhance post consumption behaviors.

Keywords: Revue; AERES (search for similar items in EconPapers)
Date: 2015
Note: View the original document on HAL open archive server: https://hal.univ-reunion.fr/hal-01243401v1
References: View references in EconPapers View complete reference list from CitEc
Citations:

Published in Revue management & avenir, 2015, N° 77 (3), pp.137--162

Downloads: (external link)
https://hal.univ-reunion.fr/hal-01243401v1/document (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01243401

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().