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| Tekijä: | Rojas, C. de Camarero, C. |
| Otsikko: | Visitors' experience, mood and satisfaction in a heritage context: Evidence from an interpretation center |
| Lehti: | Tourism Management
2008 : JUN, VOL. 29:3, p. 525-537 |
| Asiasana: | tourism emotions quality expectations |
| Vapaa asiasana: | disconfirmation satisfaction |
| Kieli: | eng |
| Tiivistelmä: | This study investigates how expectations, experiences and satisfaction are related in the context of cultural tourism and the services provided by cultural organizations. A model is proposed that combines two approaches in the analysis. The cognitive approach is based on quality and disconfirmation and the effective approach is based on emotions. The study shows that the perceived quality is a direct determinant of satisfaction. Also emotions are a direct determinant of satisfaction. The results also indicate that there is a significant relationship between quality and emotions. The way in which mood state moderates the cognitive path is studied, as generator of visitor satisfaction. |
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