Converging Services Marketing and Tourism Approaches in Satisfaction and Service Quality Research

Isabelle Frochot, Szilvia Gyimothy

Research output: Contribution to journalJournal articleResearchpeer-review

Abstract

This paper attempts to converge the utilitarian or provider-based concept of service quality and the experiential or customer-based concept of satisfaction. It presents two empirical projects which examined visitor's service quality and satisfaction judgements by alternative methodological approaches. The first is a quantitative study of visitor's assessment of historic houses, illustrating that quality and satisfaction concepts can be successfully combined into a model of the means-end chain type. The second is a qualitative study of visitor's narrative assessment of successive service experiences, highlighting the various functions of service quality aspects during the entire holiday stay. Finally, the authors argue that these kinds of approaches may contribute to the academic debate on satisfaction and service quality constructs, and will equally open up new opportunities for service and destination marketers in tourism.

Original languageEnglish
JournalJournal of Quality Assurance in Hospitality & Tourism
Volume2
Issue number1-2
Pages (from-to)29-48
Number of pages20
ISSN1528-008X
DOIs
Publication statusPublished - 2001
Externally publishedYes

Keywords

  • Qualitative study
  • Quantitative study
  • Satisfaction
  • Service quality
  • Value

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