Tourists' Satisfaction Judgments: An Investigation of Emotion, Equity, and Attribution

Journal of Hospitality and Tourism Research

Volumn 32, Issue 1, 2008, Pages 108-134

  Chang, Jui Chi ^a  

^a PROVIDENCE UNIVERSITY   (Taiwan)

Author keywords

attribution; culture; emotion; equity; package tour; satisfaction

Indexed keywords

EID: 77956837349     PISSN: 10963480     EISSN: 15577554     Source Type: Journal    
DOI: 10.1177/1096348007309571     Document Type: Article

References (83)

1. Toward an understanding of inequity.Journal of Abnormal and Social Psychology. 1963;67 (5): 422-436.
2. International dimensions of organizational behaviour. Boston: PWS-Kent; 1991:.
3. Reflections in China: Re-orienting images of marketing. Marketing.Management. 1995;4 (1): 23-30.
4. Cross-category variation in customer satisfaction and retention.Marketing Letters. 1994;5 (1): 19-30.
5. Customer relationship management: Making hard decisions with soft numbers. Englewood Cliffs, NJ: Prentice Hall; 1996:.
6. River magic: Extraordinary experience and the extended service encounter.Journal of Consumer Research. 1993;20 (1): 24-45.
7. The psychology of the Chinese people. New York: Oxford University Press; 1986:.
8. Antecedents of consumer satisfaction and dis-satisfaction (CS/D) on long-haul inclusive tour-A reality check on theoretical considerations.Tourism Management. 2001;22 (1): 49-61.
9. Research through participant observation in tourism: A creative solution to the measurement of consumer satisfaction/dissatisfaction (CS/D) among tourists.Journal of Travel Research. 2002;41 (1): 4-14.
10. Reflections on tourist satisfaction research: Past, present and future.Journal of Vacation Marketing. 2002;8 (4): 297-308.
11. The way of Lao Tsu (Tao-te ching). New York: The Bobbs-Merrill Co.; 1963:.
12. Customer satisfaction with tour leaders' performance: A study of Taiwan's package tours.Asia Pacific Journal of Tourism Research. 2006;11 (1): 97-116.
13. Tourist satisfaction: A view from a mixed international guided package tour.Journal of Vacation Marketing. 2005;11 (4): 303-322.
14. An investigation into the determinants of customer satisfaction.Journal of Marketing Research. 1982;19 (4): 491-504.
15. Does national culture influence consumers' evaluation of travel services? A test of Hofstede's model of cross-cultural differences.Managing Service Quality. 2000;10 (6): 410-419.
16. Food & beverage management (3rd ed.). Oxford, UK. Butterworth-Heinemann; 1998:.
17. The antecedents and consequences of vacationers' dis/satisfaction: Tales from the field Consumer psychology of tourism. New York: CABI Publishing; 2001:333-347.
18. Chinese etiquette and ethics in business. Chicago: NTC Business; 1991:.
19. Consumer behavior and culture: Consequences for global marketing and advertising. Thousand Oaks, CA: Sage; 2004:.
20. Qualitative data analysis: A user-friendly guide for social scientists. London: Routledge; 1993:.
21. Recent attribution research in consumer behavior: A review and new directions.Journal of Consumer Research. 1988;14 (4): 548-565.
22. Satisfaction with leisure time activities.Journal of Leisure Research. 1981;13 (4): 337-352.
23. Exploring Chinese cultural influences and hospitality marketing relationship.International Journal of Contemporary Hospitality Management. 2000;12 (1): 45-54.
24. Multisource effects on the satisfaction formation process.Journal of the Academy of Marketing Science. 1994;22 (2): 114-129.
25. The psychology of interpersonal relations. New York: Wiley; 1958:.
26. Cultures and organizations. London: McGraw-Hill International; 1991:.
27. The guided tour: A sociological approach.Annals of Tourism Research. 1981;8 (3): 377-402.
28. Mature motorcoach travelers' satisfaction: A preliminary step toward measurement development.Journal of Hospitality & Tourism Research,. 2003;27 (3): 291-309.
29. Americans and Chinese: Two ways of life. New York: Akerland-Schuman; 1953:.
30. Psychosocial homoeostasis and Jen: Conceptual tools for advancing psychological anthropology.American Anthropologists. 1971;73 (1): 23-44.
31. A framework for developing quality strategy in a customer processing operation.Journal of Quality and Reliability Management. 1987;4 (4): 37-46.
32. Participant observation: A methodology for human studies. London: Sage; 1989:.
33. Research methods in social relations. 1991). Research methods in social relations (6th ed.). London: Harcourt Brace Jovanovich College Publishers.London: Harcourt Brace Jovanovich College Publishers; 1991:.
34. Kuan-Hsi and network building: A sociological interpretation Chinese business enterprise: Critical perspectives on business and management. London: Routledge; 1996:322-357.
35. Variations in value orientations. Evanston, IL: Row-Peterson; 1961:.
36. Mood and the service customer.Journal of Services Marketing. 1993;7 (4): 41-52.
37. I" versus "we"-How individualists and collectivists use information sources to formulate their service expectations.International Marketing Review. 2005;22 (3): 279-308.
38. Understanding restaurant switching behavior from a cultural perspective.Journal of Hospitality & Tourism Research. 2006;30 (1): 3-15.
39. Symbolic interactionism: A reader in social psychology. Boston: Allyn and Bacon; 1967:.
40. Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction.Journal of Consumer Research. 1993;20 (3): 451-466.
41. Culture and vacation satisfaction: A study of Taiwanese tourist in South East Queensland.Tourism Management. 2000;12 (5): 445-449.
42. The impact of culture and gender on customer evaluations of service encounters.Journal of Hospitality & Tourism Research. 2000;24 (2): 263-273.
43. Development of a multiple-item scale for measuring customer satisfaction in travel agencies services.Tourism Management. 2004;25 (5): 533-546.
44. Modern china: A history. London: Longman; 1995:.
45. A model of tourists' shopping propensity: A case of Taiwanese visitors to Hong Kong.Pacific Tourism Review. 1997;1 (2): 137-145.
46. Customer satisfaction and service quality: A critical review of the literature and research implications for the hospitality industry.Hospitality Research Journal. 1997;20 (3): 35-64.
47. Measurement and evaluation of satisfaction processes in retail settings.Journal of Retailing. 1981;57 (3): 25-48.
48. Satisfaction: A behavioural perspective on the consumer. Singapore: McGraw-Hill Companies; 1997:.
49. Response determinants in satisfaction judgments.Journal of Consumer Research. 1988;14 (4): 495-507.
50. Consumer expectations, product performance, and perceived product quality.Journal of Marketing Research. 1972;9 (1): 19-21.
51. Do U.S. tour operators' brochures educate the tourist on culturally responsible behaviours? A case study for Kenya.Journal of Vacation Marketing. 2005;11 (3): 265-284.
52. An examination of the determinants of golf travelers' satisfaction.Journal of Travel Research. 2002;40 (2): 252-258.
53. Customer satisfaction and its measurement in hospitality enterprises.International Journal of Contemporary Hospitality Management. 1999;11 (7): 326-339.
54. Nationality versus industry cultures: Which has greater effect on managerial behaviour?.International Journal of Hospitality Management. 1997;16 (2): 127-145.
55. The profession guide: Dynamics of tour guiding. New York: Van Norstrand Reinhold; 1993:.
56. Consumers' emotional responses to service encounters.International Journal of Service Industry Management. 1995;6 (3): 34-63.
57. Characteristics of package tours in Europe.Annals of Tourism Research. 1990;17 (2): 185-207.
58. A cultural analysis of Japanese tourists: Challenges for tourism marketers.European Journal of Marketing,. 1999;33 (11 12): 1203-1227.
59. Cultural differences between Asian tourist markets and Australian hosts, Part 1.Journal of Travel Research. 2002;40 (3): 295-315.
60. Real world research: A resource for social scientists and practitioner researchers. Oxford, UK. Blackwell; 1993:.
61. Generalized expectancies for internal vs. external control of reinforcement.Psychological Monographs. 1966;80:1-28.
62. Affective space is bipolar.Journal of Personality and Social Psychology. 1979;37 (3): 345-356.
63. The interaction of cognitive and physiological determinants of emotional state Advances in experimental social psychology. New York: Academic Press; 1964:49-80.
64. Observing conducted tours: The ethnographic context in tourist research.Journal of Vacation Marketing. 2002;8 (4): 309-319.
65. Customer behaviour-A managerial perspective. 2004). Customer behaviour-A managerial perspective (2nd ed.). Mason, OH: South-Western.Mason, OH: South-Western; 2004:.
66. Approaches to social research. Oxford, UK. Oxford University Press; 1988:.
67. A reexamination of the determinants of consumer satisfaction.Journal of Marketing,. 1996;60 (3): 15-32.
68. Satisfaction related to predictive desired expectations: A field study New findings in consumer satisfaction and complaining. Bloomington: Indiana University Press; 1982:15-22.
69. Annual report on tourism 2007. Taipei: Tourism Bureau, Ministry of Transportation and Communications; 2007:.
70. Riding the waves of culture: Understanding cultural diversity in business. London: Nicholas Brealey; 1997:.
71. An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction.Journal of Business Research. 2004;57 (4): 437-444.
72. Differences in reported satisfaction ratings by consumptive and non-consumptive recreationists.Journal of Leisure Research. 1986;14 (3): 195-206.
73. Group travel operating procedures. 1993). Group travel operating procedures (2nd ed.). New York: Van Nostrand Reinhold.New York: Van Nostrand Reinhold; 1993:.
74. An attributional theory of achievement motivation and emotion.Psychological Review. 1985;92 (4): 548-573.
75. Perceiving the causes of success and failure. Morristown, NJ: General Learning Press; 1971:.
76. Intrapersonal affective influences on customer satisfaction with products.Journal of Consumer Research. 1980;7 (1): 49-53.
77. Product/consumption-based affective responses and postpurchase processes.Journal of Marketing Research. 1987;24 (3): 258-270.
78. The dimensionality of consumption emotion patterns and consumer satisfaction.Journal of Consumer Research. 1991;18 (1): 84-91.
79. Cultural values in relation to equity sensitivity within and across cultures.Journal of Managerial Psychology. 2002;17 (7): 612-627.
80. Consumer behaviour in China: Customer satisfaction and cultural values. London: Routledge; 1994:.
81. Customer-satisfaction measurement performance counts.Cornell Hotel and Restaurant Administration Quarterly. 1998;39 (6): 60-70.
82. Service marketing. 2003). Service marketing (3rd ed.). London: McGraw-Hill.London: McGraw-Hill; 2003:.
83. Application of importance-performance model in tour guides' performance: Evidence from Mainland Chinese outbound visitors in Hong Kong.Tourism Management. 2003;25 (1): 81-91.