An integrated framework of tour guide interaction quality, tourist perceived risk and satisfaction

Author

Yongchang, Chen ; Hong, Xu ; Jing, Guo

Author_Institution

Bus. Sch., Nankai Univ., Tianjin, China

fYear

2011

fDate

25-27 June 2011

Firstpage

1

Lastpage

6

Abstract

Tour guide service quality has always been the focus of controversy in the tourism service area. This paper constructs an integrated framework of tour guide interaction quality, tourist perceived risk and satisfaction, exploring the working mechanism between tour guide interaction quality and tourist perceptions. Using survey data from 517 tourists who have used tour guide service in China´s four cities, the authors find that it is useful to lower the tourist perceived personal risk and enhance the tourist perceived value and satisfaction by improving the tour guide´s attitude, behavior and expertise. However, the effects of interaction quality on non-personal risk and non-personal risk on perceived value and satisfaction are complex comparatively.

Keywords

customer satisfaction; risk analysis; travel industry; perceived value; tour guide interaction quality; tourism service area; tourist perceived risk; tourist perceived satisfaction; Customer satisfaction; Industries; Jacobian matrices; Psychology; Reliability; Sun; Uncertainty; interaction quality; tour guide; tourist perceived risk; tourist perceived value; tourist satisfaction;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Systems and Service Management (ICSSSM), 2011 8th International Conference on

Conference_Location

Tianjin

ISSN

2161-1890

Print_ISBN

978-1-61284-310-0

Type

conf

DOI

10.1109/ICSSSM.2011.5959416

Filename

5959416