Alternate Measurement Approaches to Recreational Customer Satisfaction: Satisfaction-Only Versus Gap Scores (original) (raw)

Leisure Sciences, 2003

Abstract

This study blends service quality and importance-performance methodologies to extend previous research beyond traditional customer service domains. The study examined water-based recreationists' importance and satisfaction ratings across a battery of 19 individual attributes within four domains relevant to outdoor recreation satisfaction (facilities, services, information, and recreation experience). Both the satisfaction-only item scores and gap scores (difference between importance and satisfaction

James Absher hasn't uploaded this paper.

Let James know you want this paper to be uploaded.

Ask for this paper to be uploaded.