Disappointment in tourism: Perspectives on tourism destination management

Gábor Michalkó, Anna Irimiás, Dallen Timothy

Research output: Contribution to journalArticle

8 Citations (Scopus)

Abstract

The range of components involved in the construction of tourist expectations and the influence these expectations generate on consumer satisfaction have been analyzed by tourism and marketing researchers. However, the causes and consequences of negative emotions such as disappointment seem to be neglected. Tourists' high expectations should be met not only by the services sector, but also by the tourism destination itself. Service insufficiency, or the failure of the travel experience, along with other risk factors may lead to tourists' dissatisfaction. This paper aims to create a better understanding of negative emotional attributes related to tourism destinations by investigating the causes, factors, and consequences of tourists' disappointment by developing a model of the phenomenon. This paper offers practical implications for destination managers and discusses how the causes of disappointment might be eliminated, or minimized, and that tourists can be compensated for disappointing experiences.

Original languageEnglish (US)
Pages (from-to)85-91
Number of pages7
JournalTourism Management Perspectives
Volume16
DOIs
StatePublished - Oct 1 2015

Fingerprint

tourism
service sector
risk factor
marketing
Tourism destination
Tourism
Destination management
Disappointment
Tourists
attribute
travel
services

Keywords

  • Compensation
  • Management strategy
  • Negative emotional experiences
  • Satisfaction

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management

Cite this

Disappointment in tourism : Perspectives on tourism destination management. / Michalkó, Gábor; Irimiás, Anna; Timothy, Dallen.

In: Tourism Management Perspectives, Vol. 16, 01.10.2015, p. 85-91.

Research output: Contribution to journalArticle

@article{cf0a338d09ab4dbdbea879dd8165d408,
title = "Disappointment in tourism: Perspectives on tourism destination management",
abstract = "The range of components involved in the construction of tourist expectations and the influence these expectations generate on consumer satisfaction have been analyzed by tourism and marketing researchers. However, the causes and consequences of negative emotions such as disappointment seem to be neglected. Tourists' high expectations should be met not only by the services sector, but also by the tourism destination itself. Service insufficiency, or the failure of the travel experience, along with other risk factors may lead to tourists' dissatisfaction. This paper aims to create a better understanding of negative emotional attributes related to tourism destinations by investigating the causes, factors, and consequences of tourists' disappointment by developing a model of the phenomenon. This paper offers practical implications for destination managers and discusses how the causes of disappointment might be eliminated, or minimized, and that tourists can be compensated for disappointing experiences.",
keywords = "Compensation, Management strategy, Negative emotional experiences, Satisfaction",
author = "G{\'a}bor Michalk{\'o} and Anna Irimi{\'a}s and Dallen Timothy",
year = "2015",
month = "10",
day = "1",
doi = "10.1016/j.tmp.2015.07.007",
language = "English (US)",
volume = "16",
pages = "85--91",
journal = "Tourism Management Perspectives",
issn = "2211-9736",
publisher = "Elsevier USA",

}

TY - JOUR

T1 - Disappointment in tourism

T2 - Perspectives on tourism destination management

AU - Michalkó, Gábor

AU - Irimiás, Anna

AU - Timothy, Dallen

PY - 2015/10/1

Y1 - 2015/10/1

N2 - The range of components involved in the construction of tourist expectations and the influence these expectations generate on consumer satisfaction have been analyzed by tourism and marketing researchers. However, the causes and consequences of negative emotions such as disappointment seem to be neglected. Tourists' high expectations should be met not only by the services sector, but also by the tourism destination itself. Service insufficiency, or the failure of the travel experience, along with other risk factors may lead to tourists' dissatisfaction. This paper aims to create a better understanding of negative emotional attributes related to tourism destinations by investigating the causes, factors, and consequences of tourists' disappointment by developing a model of the phenomenon. This paper offers practical implications for destination managers and discusses how the causes of disappointment might be eliminated, or minimized, and that tourists can be compensated for disappointing experiences.

AB - The range of components involved in the construction of tourist expectations and the influence these expectations generate on consumer satisfaction have been analyzed by tourism and marketing researchers. However, the causes and consequences of negative emotions such as disappointment seem to be neglected. Tourists' high expectations should be met not only by the services sector, but also by the tourism destination itself. Service insufficiency, or the failure of the travel experience, along with other risk factors may lead to tourists' dissatisfaction. This paper aims to create a better understanding of negative emotional attributes related to tourism destinations by investigating the causes, factors, and consequences of tourists' disappointment by developing a model of the phenomenon. This paper offers practical implications for destination managers and discusses how the causes of disappointment might be eliminated, or minimized, and that tourists can be compensated for disappointing experiences.

KW - Compensation

KW - Management strategy

KW - Negative emotional experiences

KW - Satisfaction

UR - http://www.scopus.com/inward/record.url?scp=84939512312&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84939512312&partnerID=8YFLogxK

U2 - 10.1016/j.tmp.2015.07.007

DO - 10.1016/j.tmp.2015.07.007

M3 - Article

AN - SCOPUS:84939512312

VL - 16

SP - 85

EP - 91

JO - Tourism Management Perspectives

JF - Tourism Management Perspectives

SN - 2211-9736

ER -