Destination Benchmarking: An Indicator-System’s Potential for Exploring Guest Satisfaction

By Matthias Fuchs, Klaus Weiermair. 2004

283 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science, Tourism, Leisure and Hospitality Management

View Paper: https://www.semanticscholar.org/paper/149784e084079df85af7ddab2028ac4ea698f773

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Hung-Che Wu
2. Tao Li
3. Mengyun Li
4. R. van der Veen
5. Haiyan Song
6. Gang Li
7. Muzaffer Uysal
8. M. Saayman

In Sociology and Political Science

1. Haiyan Song
2. Hung-Che Wu
3. Gang Li
4. Tao Li
5. Mengyun Li
6. Kevin K. F. Wong
7. R. van der Veen
8. Muzaffer Uysal

In Tourism, Leisure and Hospitality Management

1. Haiyan Song
2. Gang Li
3. Kevin K. F. Wong
4. Muzaffer Uysal
5. Tao Li
6. Henry Tsai
7. Hung-Che Wu
8. D. Wu

Citations in the corpus

• A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and Revisit Intention (2018, background): “Satisfying the customer is critical because it has an effect on the expectations and intentions for the customer’s next purchasing decision to revisit the destination (Fuchs & Weiermair, 2004).”
• Tourist satisfaction and subjective well-being: An index approach (2018, background): “While the performance-only model regards tourist satisfaction as an outcome of the actual quality of performance and its perception by tourists, Fuchs and Weiermair (2004) criticise the model, since it is not possible to interpret high levels of tourist satisfaction due to low expectations or…”
• Service Quality, Satisfaction, and Intent to Return in Event Sport Tourism (2008, background): “According to Fuchs and Weiermair (2004), many tourism destinations consider customer satisfaction as one of the most important sources of their competitive advantage.”
• TOURISM AND HOTEL COMPETITIVENESS RESEARCH (2009, methodology): “Fuchs and Weiermair (2004) critically assessed the Benchmarking Indicator System implemented by the Austrian Government in 1987, which initially was based on price and capacity only, and conceptually extended this benchmarking approach by linking tourists’ satisfaction measures.”
• Understanding Customer Delight (2011, background): “That is, common sense seems to suggest, and customer service typologies such as the one proposed by Kano (1984) and Fuchs and Weiermair (2004) indicate, that cleanliness is a basic attribute “expected” by hotel patrons.”
• Assessing mainland Chinese tourists' satisfaction with Hong Kong using tourist satisfaction index (2011, background): “The absence of the expectation variable in the performance-only model, however, makes it “impossible to interpret high levels of customer satisfaction as the results of low expectations or superior quality of service provider” (Fuchs and Weiermair, 2004, p. 215).”