Enhancing satisfaction and sustainable management: Whale watching in the Azores
Enhancing satisfaction and sustainable management: Whale watching in the Azores
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DOI：
10.1016/j.tourman.2015.11.016
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发表时间：
2016-06-01
影响因子：
12.7
通讯作者：
Dearden, Philip
中科院分区：
文献类型：
--
作者：
Bentz, Julia;Lopes, Fernando;Dearden, Philip
本研究探讨了观鲸旅游的满意度与期望和人口统计变量的关系，并确定了有助于满意度的旅游方面。基于对466名参与者的调查，它既应用了重要性-绩效分析，又采用了只考虑绩效的观点，以加强结果的可靠性，并能够对这两种方法进行批判性分析。环境友好的条件是最重要的期望。看一头鲸鱼，看很多鲸鱼，旅行的费用和船的类型是对满意度影响最大的因素。此前，成本并未被确定为影响观鲸客户满意度的因素。满意度与参与者的居住地有关，北美洲和北欧的参与者比南欧和西欧的参与者更满意。IP分析的一些结果对满意度几乎没有影响，这表明仅考虑绩效的方法提供了更有效的满意度洞察力。(C)爱思唯尔有限公司出版的2016年。
This study explores satisfaction with whale watching tours in relationship to expectations and demographic variables and identifies tour aspects that contribute to satisfaction. Based on a survey of 466 participants it applies both importance-performance (IP) analysis and a performance-only perspective to strengthen the reliability of the results and enable a critical analysis of both approaches. Environmental friendly conditions were the most important expectation. Seeing one whale, seeing lots of whales, the cost of the trip and the boat type were the most influential factors contributing to satisfaction. Cost has not been previously identified as a factor influencing the satisfaction of whale watching customers. Satisfaction was related to participants' place of residence, with Northern Americans and Northern Europeans being more satisfied than participants from Southern and Western Europe. Some results of the IP analysis have little impact on satisfaction, suggesting that the performance-only approach provides a more valid insight into satisfaction. (C) 2016 Published by Elsevier Ltd.