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) |
|---|---|
| Keyword: | Ecolodge context , Profile Accumulation Technique (PAT) |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28-9999 Industries. Land use. Labor > HD28-70 Management. Industrial management > HD61 Risk in industry. Risk management |
| Department: | FACULTY > Faculty of Business, Economics and Accounting |
| Depositing User: | ADMIN ADMIN |
| Date Deposited: | 11 Jan 2016 14:56 |
| Last Modified: | 10 Nov 2017 10:22 |
| URI: | https://eprints.ums.edu.my/id/eprint/12770 |
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