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Consumer satisfaction and dissatisfaction in tourism as related to destination image perception

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dc.contributor.authorChon, Kye-Sungen
dc.contributor.committeecochairOlsen, Michael D.en
dc.contributor.committeecochairSirgy, M. Josephen
dc.contributor.committeememberEvans, Michael R.en
dc.contributor.committeememberKent, William E.en
dc.contributor.committeememberKhan, Mahmood A.en
dc.contributor.departmentHotel, Restaurant, and Institutional Managementen
dc.date.accessioned2014-03-14T21:18:59Zen
dc.date.adate2005-09-16en
dc.date.available2014-03-14T21:18:59Zen
dc.date.issued1990-12-06en
dc.date.rdate2005-09-16en
dc.date.sdate2005-09-16en
dc.description.abstractThe primary objective of this study was to investigate the relationship between travel destination image and the tourist satisfaction/dissatisfaction. Using the evaluative congruity theory framework, this study focused on the role of destination images in tourism with regard to consumer satisfaction/ dissatisfaction (CS/D) from the stand point of: (1) the functional congruency between the tourist's expectations and his/her perceptions of specific utilitarian (functional) attributes of a destination; (2) the value-expressive (symbolic) congruency between the tourist'S self concept and the destination's personality image; and (3) the degree of emotional involvement the traveler associates with travel purchases and its influence on his/her satisfaction/ dissatisfaction. The key findings of this study indicate that CS/D is related to both functional and symbolic congruity. With regard to the relative strength of the functional congruity and the symbolic congruity in explaining CS/D in tourism, the functional congruity was found to explain CS/D better than the symbolic congruity. It was also found that the tourist's emotional involvement in the travel purchase process affects his/her satisfaction/dissatisfaction with the destination.en
dc.description.degreePh. D.en
dc.format.extentx, 156 leavesen
dc.format.mediumBTDen
dc.format.mimetypeapplication/pdfen
dc.identifier.otheretd-09162005-115041en
dc.identifier.sourceurlhttp://scholar.lib.vt.edu/theses/available/etd-09162005-115041/en
dc.identifier.urihttp://hdl.handle.net/10919/39384en
dc.language.isoenen
dc.publisherVirginia Techen
dc.relation.haspartLD5655.V856_1990.C566.pdfen
dc.relation.isformatofOCLC# 24167555en
dc.rightsIn Copyrighten
dc.rights.urihttp://rightsstatements.org/vocab/InC/1.0/en
dc.subject.lccLD5655.V856 1990.C566en
dc.subject.lcshConsumer behavioren
dc.subject.lcshTourism -- Psychological aspectsen
dc.subject.lcshTravelers -- Psychologyen
dc.titleConsumer satisfaction and dissatisfaction in tourism as related to destination image perceptionen
dc.typeDissertationen
dc.type.dcmitypeTexten
thesis.degree.disciplineHotel, Restaurant, and Institutional Managementen
thesis.degree.grantorVirginia Polytechnic Institute and State Universityen
thesis.degree.leveldoctoralen
thesis.degree.namePh. D.en

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Doctoral Dissertations
Theses and Dissertations, Hospitality and Tourism Management (HTM)