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RESOURCES: PAPERS & PRESENTATIONS

Author : Sebastian Filep
School/Work Place : MODUL University Vienna, Austria
Contact : sebastian.filep@modul.ac.at
Year : 2008

Dominant tourist satisfaction measures, typically tied to service quality, have recently received much criticism by senior tourism academics (Ryan, 1995; Kozak, 2001; Pearce, 2005). These prominent tourism scholars commonly refer to very similar problems of these measures: the unnecessary and inappropriate focus on expectations as a major influence on tourist satisfaction; the inability of service quality scales to adequately measure gaps between service expectations and performance; the lack of attention to immediate conscious satisfaction; the inability of the approaches to shed light on travel meaning; and the inability to explain the emotional dimension of tourist satisfaction.

The purpose here is to present a fresh tourist satisfaction approach which does not have these problems. Instead of service quality, this fresh approach views satisfaction in terms of happiness and quality of life. Overall happiness is said to depend much on satisfaction in different life domains (Glatzer, 2000), one of which is leisure travel.


List of Articles
No. Subject Viewssort Date
3 Think Tank VI Corporate Social Responsibility and Travel & Tourism B... file 4407 Oct 13, 2013

This paper discusses some economic, social, and environmental “hard issues” for the travel and tourism (T&T) industry with the aim of shedding some light on little discussed aspects of industry corporate social responsibility (CSR) with ...

Author: David Stipanuk 

Year: 2006 

» Think Tank VIII Linking Tourist Satisfaction to Happiness and Quality ... file 4190 Oct 13, 2013

Dominant tourist satisfaction measures, typically tied to service quality, have recently received much criticism by senior tourism academics (Ryan, 1995; Kozak, 2001; Pearce, 2005). These prominent tourism scholars commonly refer to very sim...

Author: Sebastian Filep 

Year: 2008 

1 Think Tank IV Evaluation of Tourism Events: A Critical Review with a... file 1954 Oct 13, 2013

This presentation will critically review the three main sources of error in tourism event evaluation, related to the limited temporal, geographic and economic scope of current event evaluation approaches. In doing so, it will draw the attent...

Author: Jack Carlsen 

Year: 2004 

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