Investigating guest satisfaction and dissatisfaction dimensions using the profile accumulation technique

Chan, Jennifer Kim Lian (2005) Investigating guest satisfaction and dissatisfaction dimensions using the profile accumulation technique. In: Proceedings of EuroCHRIE Conference 2005, “Facing the Change in Tourism and Hospitality, 26–28 October, 2005, Paris, 79, At Paris.

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Abstract

This paper investigates guest satisfaction dimensions in the ecolodge context by using the Profile Accumulation Technique (PAT) developed by Johns and Lee-Ross (1995). Results reveal that satisfaction dimensions are derived from intangible elements - natural environment and service experiences (guides and boatman). Main dissatisfaction dimensions are related to tangible elements - discomfort of riverboat cruise, maintenance and functionality of bedroom, lodge walkway, road and journey to the ecolodge. The paper contributes to the understanding of guest satisfaction dimensions and the Perception Profile of the Ecolodge. It has significant implications for managing both guest satisfaction and sustainable use of eco-resources.

Item Type: Conference or Workshop Item (UNSPECIFIED)
Uncontrolled Keywords: Ecolodge context , Profile Accumulation Technique (PAT)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
Divisions: FACULTY > Faculty of Business, Economics and Accounting
Depositing User: Unnamed user with email storage.bpmlib@ums.edu.my
Date Deposited: 11 Jan 2016 06:56
Last Modified: 10 Nov 2017 02:22
URI: http://eprints.ums.edu.my/id/eprint/12770

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