The quality of tourist services is frequently analysed and measured in terms of perceived quality (PQ). As PQ is the subject of evaluations based on one or more tourist experiences, there are areas that overlap with consumer satisfaction (CS), although the two constructs can be logically distinguished. Specific proposals have been made for the measurement of the PQ and CS in the tourism field, although there may be some drawbacks when technical solutions do not take into account the logical and ontological assumptions of the measurement process.
Oliveri, A.M., Polizzi, G., Parroco, A.M. (2017). Perceived quality and satisfaction with tourist services: theoretical considerations and measurement challenges.. In 8th Scientific Conference on Innovation & Society. Statistical Methods for Evaluation and Quality. Naples, September 6-7 2017 (pp.1-4). Naples : University of Naples Federico II.
Perceived quality and satisfaction with tourist services: theoretical considerations and measurement challenges.
OLIVERI, Antonino Mario;PARROCO, Anna Maria
2017-01-01
Abstract
The quality of tourist services is frequently analysed and measured in terms of perceived quality (PQ). As PQ is the subject of evaluations based on one or more tourist experiences, there are areas that overlap with consumer satisfaction (CS), although the two constructs can be logically distinguished. Specific proposals have been made for the measurement of the PQ and CS in the tourism field, although there may be some drawbacks when technical solutions do not take into account the logical and ontological assumptions of the measurement process.
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