IDEAS home Printed from https://ideas.repec.org/h/wsi/wschap/9789813233683_0007.html
   My bibliography  Save this book chapter

Toward a Framework of Experience Quality Assessment in Cultural Tourism

In: Creating and Managing Experiences in Cultural Tourism

Author

Listed:
  • Dorthe Eide
  • Lena Mossberg

Abstract

Service quality assessment has received extensive attention since the 1980s. In light of this development, it is surprising that experience quality has attracted only limited research interest when tourism largely has turned from being service- to experience-based. Service quality is often approached by theories related to customer satisfaction based on a disconfirmation paradigm (Grönroos, 2011; Parasuraman, Zeithaml & Berry, 1985). Customer evaluations of service quality have been judged based on customer perceptions of a technical outcome provided, the process by which that outcome was delivered and the quality of the environment where the service was delivered (Brady & Cronin, 2001). Among the many criticisms of how service quality has been understood is the objection that the conception is too static (Anderson & Fornell, 1994)…

Suggested Citation

  • Dorthe Eide & Lena Mossberg, 2019. "Toward a Framework of Experience Quality Assessment in Cultural Tourism," World Scientific Book Chapters, in: Daniela Angelina Jelinčić & Yoel Mansfeld (ed.), Creating and Managing Experiences in Cultural Tourism, chapter 7, pages 101-120, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9789813233683_0007
    as

    Download full text from publisher

    File URL: https://www.worldscientific.com/doi/pdf/10.1142/9789813233683_0007
    Download Restriction: Ebook Access is available upon purchase.
    File URL: https://www.worldscientific.com/doi/abs/10.1142/9789813233683_0007
    Download Restriction: Ebook Access is available upon purchase.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Genka Rafailova & Todor Dyankov & Krasimira Yancheva, 2022. "Opportunities for the Development of Regional History Museums in Bulgaria (following the example of Nordland Museum, Norway)," Izvestia Journal of the Union of Scientists - Varna. Economic Sciences Series, Union of Scientists - Varna, Economic Sciences Section, vol. 11(2), pages 47-56, August.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:wsi:wschap:9789813233683_0007. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Tai Tone Lim (email available below). General contact details of provider: http://www.worldscientific.com/page/worldscibooks .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.