TY - JOUR
T1 - Disappointment in tourism
T2 - Perspectives on tourism destination management
AU - Michalkó, Gábor
AU - Irimiás, Anna
AU - Timothy, Dallen
N1 - Publisher Copyright:
© 2015 Elsevier Ltd.
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
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U2 - 10.1016/j.tmp.2015.07.007
DO - 10.1016/j.tmp.2015.07.007
M3 - Article
AN - SCOPUS:84939512312
SN - 2211-9736
VL - 16
SP - 85
EP - 91
JO - Tourism Management Perspectives
JF - Tourism Management Perspectives
ER -