The Moderating Role of Confidence in Expectations and the Asymmetric Influence of Disconfirmation on Customer Satisfaction

Yi, Youjae; La, Suna

doi:10.1080/02642060308565622

Cited by 69 publications

(58 citation statements)

References 48 publications

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“…Clearly, perceived performance positively affects tourist satisfaction during service encounters. This has also been found in other service contexts, such as hairstyling services (Jayanti & Jackson, 1991), healthcare services (Shaffer & Sherrell, 1997), hotel services (Voss, Parasuraman, & Grewal, 1998) and restaurant services (Yi & La, 2003). The positive relationship between perceived performance and assessed value is in line with findings in the literature.…”

Section: Structural Relationshipssupporting

confidence: 80%

The Hong Kong tourist satisfaction index

Song

Veen

et al. 2012

Annals of Tourism Research

167

198

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This study develops a tourist satisfaction assessment system based on a dual-model framework and demonstrates its general applicability. The first model concerns tourist satisfaction and its key antecedents and consequences. Structural equation modelling is employed to investigate the relationships amongst the constructs in the theoretical framework, and is then used as a basis for the computation of sectoral-level tourist satisfaction indexes. The second model is designed to estimate an aggregate service satisfaction index and an overall destination satisfaction index using a multiple indicator and multiple cause approach. The framework is applied to a large dataset that represents six tourism-related sectors and seven major source markets of inbound tourism to Hong Kong.

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Section: Structural Relationshipssupporting

confidence: 80%

The Hong Kong tourist satisfaction index

Song

Veen

et al. 2012

Annals of Tourism Research

167

198

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“…Service expectations are influenced by the intrinsic and extrinsic cues related to a particular experience and by a global perspective built from previous experiences and other information sources (Gould-Williams, 1999). The service experience will be evaluated by consumers on the basis of their a priori expectations and used to evaluate quality, to determine satisfaction and to form expectations about future consumption experiences (Clow and Vorhies, 1993;Garbarino and Johnson, 1999;Yi and La, 2003).…”

Section: Literaturementioning

confidence: 99%

Towards an understanding of total service quality in hotels

Wilkins

Merrilees

Herington

2007

International Journal of Hospitality Management

278

208

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“…However, several studies have argued that customer service expectations indirectly influence customer satisfaction [52][53][54]. For instance, Wong and Dioko [53] indicated that customer service expectations affect customer satisfaction through perceived value.…”

Section: Customer Satisfactionmentioning

confidence: 99%

Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction

2015

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This study aimed to investigate the influence of the service encounter expectations of senior customers during wellness tours on customer satisfaction. The organizational attributes of hotels, organizational characteristics and employee characteristics, were adopted as mediating variables. A total of 346 valid questionnaires were retrieved from 50 year-old and above seniors in Taiwan. The results showed that the service encounter expectations of seniors had an indirect influence on customer satisfaction and the organizational attributes mediated the service encounter expectations of seniors and customer satisfaction. The moment of truth in the interactions between service staff members and seniors represents the pivotal management implication of this study.

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The Moderating Role of Confidence in Expectations and the Asymmetric Influence of Disconfirmation on Customer Satisfaction

Cited by 69 publications

References 48 publications

The Hong Kong tourist satisfaction index

The Hong Kong tourist satisfaction index

Towards an understanding of total service quality in hotels

Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction

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