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dc.contributor.authorCoghlan, Alexandra
dc.contributor.editorChris Ryan
dc.date.accessioned2017-05-03T15:58:41Z
dc.date.available2017-05-03T15:58:41Z
dc.date.issued2012
dc.date.modified2014-08-28T05:04:16Z
dc.identifier.issn0261-5177
dc.identifier.doi10.1016/j.tourman.2011.08.010
dc.identifier.urihttp://hdl.handle.net/10072/43183
dc.description.abstractThis study presents a quantitative analysis of visitor satisfaction and its relation to tourism attributes on the Great Barrier Reef, Australia. It applies a modified version of the importance-performance analysis to determine various attributes' range of impact on, and asymmetrical contribution to, visitor satisfaction. The analysis of 369 visitor surveys identified a complex relationship between satisfaction and environmental, operational and customer service attributes. It also identified those attributes which have a strong satisfaction-generating potential when they perform well, such as the diversity of the marine life, interactions with other passengers, comfort of the boat, quality of the entertainment, knowledgeable crew, quality of the information provided and the destination of the trip, and attributes with a high dissatisfaction-generating potential when they perform poorly, e.g. customer service, comfort of the trip, weather, quality of the coral, and cost of the trip. The study also considers the use of attribute-based studies of satisfaction within protected-area tourism and the management of visitor experiences.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.format.extent327862 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglish
dc.language.isoeng
dc.publisherElsevier
dc.publisher.placeUnited Kingdom
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom767
dc.relation.ispartofpageto775
dc.relation.ispartofissue4
dc.relation.ispartofjournalTourism Management
dc.relation.ispartofvolume33
dc.rights.retentionY
dc.subject.fieldofresearchCommercial services
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchTourism resource appraisal
dc.subject.fieldofresearchTourist behaviour and visitor experience
dc.subject.fieldofresearchcode3504
dc.subject.fieldofresearchcode3506
dc.subject.fieldofresearchcode3508
dc.subject.fieldofresearchcode350805
dc.subject.fieldofresearchcode350806
dc.titleFacilitating reef tourism management through an innovative importance-performance analysis method
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.rights.copyright© 2011 Elsevier. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.
gro.date.issued2012
gro.hasfulltextFull Text
gro.griffith.authorCoghlan, Alexandra


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