The research develops a model of the antecedents and consequences of customer satisfaction in the tourism service industry. The study focuses on the tourism service environment to determine what aspects contribute to customer satisfaction. The literature is reviewed from various disciplines in specific areas such as the servicescape, expectations, equity, personal factors and market orientation. A model is developed to illustrate the proposed causal directions and the impacts on organisational outcomes are hypothesised. The proposed model attempts to capture both customer view and the provider view. This should lead to triangu lation of findings and reliable conclusions. The proposed research method is outlined and the propositions and hypotheses to be examined are developed, discussed and justified. The proposed data collection is outlined and some indications are given of the proposed analytical approaches.
Proceedings of 'Riding the Wave of Tourism and Hospitality Research', the Council of Australian University Tourism and Hospitality Education Conference (CAUTHE 2003), Coffs Harbour, New South Wales, Australia, 05-08 February 2003 / Robyn L. Braithwaite and Richard W. Braithwaite (eds.),