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  • Satisfaction vs experienced utility [Elektronski vir] : current issues and opportunities
    Godovykh, Maksim ; Tasci, Asli DA
    Satisfaction is one of the most studied constructs in many fields, including tourism. As an important marketing metric, satisfaction is typically measured with self-reported retrospective evaluations ... of travel experience. However, the memory-based approaches have numerous limitations related to social desirability, availability heuristics, previous knowledge, mood at the time of answering questions and do not reflect the moment-by-moment nature of visitor experience. The shortcomings and limitations of self-reported retrospective evaluations could be eliminated by introducing pre-visit, on-site, and post-visit instant components of experienced utility as measures of visitor experience. The experienced utility allows eliminating the majority of self-report biases, capturing the affective components of visitor experience, analysing relationships between anticipation, experienced, and remembered utilities, and applying emerging moment-based research techniques. Therefore, this manuscript proposes a measurable definition of experienced utility and appropriate measures to assess visitor experience.
    Vir: Current issues in tourism [Elektronski vir]. - ISSN 1747-7603 (no. 18, Vol. 23, 2020, str. 2273–2282)
    Vrsta gradiva - e-članek ; neleposlovje za odrasle
    Leto - 2020
    Jezik - angleški
    COBISS.SI-ID - 173391619

    Povezava(-e):

    https://www.tandfonline.com/doi/full/10.1080/13683500.2020.1769573
    DOI

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