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Virginia Tech

1. Chon, Kye-Sung. Consumer satisfaction and dissatisfaction in tourism as related to destination image perception.

Degree: PhD, Hotel, Restaurant, and Institutional Management, 1990, Virginia Tech

The 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. Advisors/Committee Members: Evans, Michael R. (committee member), Kent, William E. (committee member), Khan, Mahmood A. (committee member), Olsen, Michael D. (committeecochair), Sirgy, M. Joseph (committeecochair).

Subjects/Keywords: travel expectations; LD5655.V856 1990.C566

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

Chon, K. (1990). Consumer satisfaction and dissatisfaction in tourism as related to destination image perception. (Doctoral Dissertation). Virginia Tech. Retrieved from http://hdl.handle.net/10919/39384

Chicago Manual of Style (16th Edition):

Chon, Kye-Sung. “Consumer satisfaction and dissatisfaction in tourism as related to destination image perception.” 1990. Doctoral Dissertation, Virginia Tech. Accessed June 25, 2019. http://hdl.handle.net/10919/39384.

MLA Handbook (7th Edition):

Chon, Kye-Sung. “Consumer satisfaction and dissatisfaction in tourism as related to destination image perception.” 1990. Web. 25 Jun 2019.

Vancouver:

Chon K. Consumer satisfaction and dissatisfaction in tourism as related to destination image perception. [Internet] [Doctoral dissertation]. Virginia Tech; 1990. [cited 2019 Jun 25]. Available from: http://hdl.handle.net/10919/39384.

Council of Science Editors:

Chon K. Consumer satisfaction and dissatisfaction in tourism as related to destination image perception. [Doctoral Dissertation]. Virginia Tech; 1990. Available from: http://hdl.handle.net/10919/39384

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