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Decomposing the Tourist’s Satisfaction Gap: The Role of Expectations and Cognitions

Lluís Díaz Serrano

Working Papers from Universitat Rovira i Virgili, Department of Economics

Abstract: In this paper we present an empirical methodology that allows the tourist’s satisfaction gap between two destinations to be decomposed into two components. One explains the role of differences in observed characteristics of the tourists and the stay (endowments). The other captures the share of the gap due to differences in the utility that tourists derive from those characteristics (cognitive). To illustrate the use of this method, we employ data coming from a sample of tourists visiting two touristic enclaves in Tarragona (Spain). Our results indicate that the cognitive component explains most of the satisfaction gap. Keywords: Satisfaction, expectations, cognition, touristic destination

Keywords: Turistes; Consumidors -- Satisfacció; Destinacions turístiques; 338 - Situació econòmica. Política econòmica. Gestió; control i planificació de l'economia. Producció. Serveis. Turisme. Preus (search for similar items in EconPapers)
Date: 2012
New Economics Papers: this item is included in nep-mkt, nep-neu and nep-tur
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