Tracking affective components of satisfaction

Coghlan, Alexandra, and Pearce, Philip (2010) Tracking affective components of satisfaction. Tourism and Hospitality Research, 10 (1). pp. 1-17.

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This study seeks to heighten an appreciation of the multiple aspects of satisfaction by considering on-site travel experiences. Novel approaches to satisfaction are considered particularly appropriate in less structured and dynamic tourism settings where expectations are poorly defined and the expectancy disconfirmation paradigm is thus less applicable. Accordingly, this study examines the links between travel motivations, activities, emotions and satisfaction levels in tourists, using examples from a select number of tourists on dynamic volunteer tourism expeditions. Data were collected using diaries and analysed at individual and group levels, providing general experiential patterns and illustrating a linked approach to exploring tourists’ experiences, emotions and satisfaction. The results highlight that emotional variability occurs across time with distinct phases of positivity, annoyance and receptivity. This variability appeared to be linked to daily activities and personal characteristics. Furthermore, satisfaction levels did not always follow the patterns of emotional variability, which were in turn weakly related to expectations and motivations that were recorded at the start of the trip. Learning how to identify this variability may improve the monitoring and the management of the tourism experience and maximise tourists’ well being.

Item ID: 8620
Item Type: Article (Research - C1)
ISSN: 1742-9692
Keywords: tourist experience; emotion; satisfaction; volunteer tourism; circumplex models
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Date Deposited: 26 Feb 2010 04:12
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1506 Tourism > 150606 Tourist Behaviour and Visitor Experience @ 100%
SEO Codes: 90 COMMERCIAL SERVICES AND TOURISM > 9003 Tourism > 900302 Socio-Cultural Issues in Tourism @ 100%
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