Tourists and retailers' perceptions of services

Christine Vogt, Daniel R. Fesenmaier

Research output: Contribution to journalArticlepeer-review

54 Scopus citations


This paper describes a study which measures tourist and retailers' perceptions of service levels in a tourism destination. A service quality model was used to develop survey items and interpret the results. The service dimensions used to evaluate a tourism experience included reliability, responsive, assurance, and access. The results indicate tourists evaluate tourism services based on "who" delivers as opposed to the nature of the services (as outlined in the Service Quality model). This has implications for those who create and service tourism destinations, such as city planners and leaders, tourism convention and visitor bureaus, and retailers.

Original languageEnglish (US)
Pages (from-to)763-780
Number of pages18
JournalAnnals of Tourism Research
Issue number4
StatePublished - 1995


  • LISREL modeling
  • multiple samples
  • service quality
  • tourism services

ASJC Scopus subject areas

  • Development
  • Tourism, Leisure and Hospitality Management


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