Keywords
anticipation; Experienced utility; instant utility; remembered utility; satisfaction
Abstract
Satisfaction is one of the most studied constructs in many fields, including tourism. As an important marketing metric, satisfaction is typically measured with self-reported retrospective evaluations of travel experience. However, the memory-based approaches have numerous limitations related to social desirability, availability heuristics, previous knowledge, mood at the time of answering questions and do not reflect the moment-by-moment nature of visitor experience. The shortcomings and limitations of self-reported retrospective evaluations could be eliminated by introducing pre-visit, on-site, and post-visit instant components of experienced utility as measures of visitor experience. The experienced utility allows eliminating the majority of self-report biases, capturing the affective components of visitor experience, analysing relationships between anticipation, experienced, and remembered utilities, and applying emerging moment-based research techniques. Therefore, this manuscript proposes a measurable definition of experienced utility and appropriate measures to assess visitor experience.
Publication Date
9-1-2020
Original Citation
Godovykh, M., & Tasci, A. D. A. (2020). Satisfaction vs experienced utility: current issues and opportunities. Current Issues in Tourism, 23(18), 2273–2282. https://doi.org/10.1080/13683500.2020.1769573
Number of Pages
2273-2282
Document Type
Paper
Language
English
Source Title
Current Issues in Tourism
Volume
23
Issue
18
Copyright Status
Unknown
Copyright Date
2020
Publication Version
Pre-print
College
Rosen College of Hospitality Management
Location
Rosen College of Hospitality Management
STARS Citation
Godovykh, Maksim and Tasci, Asli D. A., "Satisfaction vs Experienced Utility: Current Issues and Opportunities" (2020). Faculty Scholarship and Creative Works. 928.
https://stars.library.ucf.edu/ucfscholar/928