Makale detayı · 2001
The Expectancy-Disconfirmation Paradigm: A Critique
Dergi
Journal of Hospitality & Tourism Research- Yıl
- 2001
- Tür
- article
Veri kaynağı ayrımı
- YÖKSİS dergi adı Journal of Hospitality & Tourism Research
- OpenAlex OpenAlex zenginleştirmesi (özet, atıf, konular)
Özet
OpenAlex · İngilizce
Accurate measurement of customer satisfaction is a prerequisite for developing effective management strategies. Only with reliable customer feedback, gathered through an adequate and appropriate assessment framework, can managers be in possession of facts that will allow them to implement satisfaction improvement programs. The Expectancy-Disconfirmation Paradigm (EDP) has become the dominant framework employed in the assessment of customer satisfaction with hospitality and tourism services. However, despite its dominance, there remain a number of unresolved issues concerning this model. Given the lack of attention to its limitations, this article reviews a number of conceptual and operational issues relating to the EDP and questions its reliability in assessing customer satisfaction with tourism and hospitality services. Suggestions for future research are also provided.
Konular
Atıflar
OpenAlex cited_by_count. WoS veya Scopus atıf sayısı değildir; o kaynaklar için ayrı kolon yoktur.
208 atıf
OpenAlex cited_by_count (önbellek / veritabanı)
Yerel katalogda bu makaleye atıf yapan 13 yayın (OpenAlex referans eşleşmesi; tam dünya listesi değildir).
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