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Decomposing the Tourist’s Satisfaction Gap: The Role of Expectations and Cognitions

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  • Díaz Serrano, Lluís

Abstract

In this paper we present an empirical methodology that allows the tourist’s satisfaction gap between two destinations to be decomposed into two components. One explains the role of differences in observed characteristics of the tourists and the stay (endowments). The other captures the share of the gap due to differences in the utility that tourists derive from those characteristics (cognitive). To illustrate the use of this method, we employ data coming from a sample of tourists visiting two touristic enclaves in Tarragona (Spain). Our results indicate that the cognitive component explains most of the satisfaction gap. Keywords: Satisfaction, expectations, cognition, touristic destination

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  • Díaz Serrano, Lluís, 2012. "Decomposing the Tourist’s Satisfaction Gap: The Role of Expectations and Cognitions," Working Papers 2072/196109, Universitat Rovira i Virgili, Department of Economics.
    • Handle: RePEc:urv:wpaper:2072/196109
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    1. Rosen, Sherwin, 1974. "Hedonic Prices and Implicit Markets: Product Differentiation in Pure Competition," Journal of Political Economy, University of Chicago Press, vol. 82(1), pages 34-55, Jan.-Feb..
    2. Neal, Janet D. & Sirgy, M. Joseph & Uysal, Muzaffer, 1999. "The Role of Satisfaction with Leisure Travel/ Tourism Services and Experience in Satisfaction with Leisure Life and Overall Life," Journal of Business Research, Elsevier, vol. 44(3), pages 153-163, March.
    3. Oaxaca, Ronald, 1973. "Male-Female Wage Differentials in Urban Labor Markets," International Economic Review, Department of Economics, University of Pennsylvania and Osaka University Institute of Social and Economic Research Association, vol. 14(3), pages 693-709, October.
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