A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection

By S. Tian-Cole, J. L. Cromption. 2003

284 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/a7ce0ff363f0c37da9147a3737d382b61c9fba11

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

The moderating role of past experience in the formation of a tourist destination's image and in tourists’ behavioural intentions (2013, background): “Tian-Cole and Crompton ( 2003 ) argued that once a visitor has been to a destination, an attitude is formed towards it.”
Tourist risk perceptions and revisit intention: A critical review of literature (2017, background): “Tian-Cole and Cromption (2003) opined that service quality is the cognitive belief about a destination’s features or attributes, while satisfaction is the affective psychological response to a destination.”
Assessing the effects of self‐congruity, attitudes and customer satisfaction on customer behavioural intentions in retail environment (2008, background): “Graeff (1996) proves that conspicuous products are more influenced by the congruity between product image and ideal self-image than the congruity between brand image and actual self-image.”
Heritage Tourism in Singapore Chinatown: A Perceived Value Approach to Authenticity and Satisfaction (2016, background): “…studies tend to emphasize the importance of service quality at a tourist destination (see for example Augustyn & Ho, 1998; Chen & Tsai, 2007; Tian-Cole & Crompton, 2003), this study further promotes the notion that service quality is not the only determining value of perceptions and…”
Satisfaction (2006, background): “It has been found that tourist (visitor) satisfaction is determined by the extent to which desired outcomes or benefits are realized (Tian-Cole & Cromption, 2003), by the type of location and the number of facilities (Webb & Hassall, 2002) and by the emotions evoked (Bigne & Andreu, 2004).”
Can service quality predict customer satisfaction and behavioral intentions in the sport tourism industry? An application of the SERVQUAL model in an outdoors setting (2005, background): “It includes both cognitive and affective evaluations, while service quality evaluations are mainly a cognitive procedure (Oliver, 1997; Tian-Cole & Crompton, 2003).”