Chapter Questions
Explain why is it difficult to define the concept of satisfaction.
Identify major causes and outcomes of tourist dis/satisfaction with their holidays.
Why is tourist satisfaction with service providers a vital component of the overall holiday satisfaction?
Identify the major criteria of service quality. Which criteria appear to be the most important in assessing service quality in tourism? Why?
Explain the relationship between service quality and satisfaction.
What is the influence of culture on service quality and tourist holiday satisfaction?
Which technique of satisfaction measurement does appear to be the most adequate; why should international tourist complaints not always be used in assessing holiday satisfaction?