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Gestion de la satisfaction et de l’insatisfaction des touristes : les apports du modèle Tétraclasse

Abstract : This research aims at understanding the construction of overall tourist satisfaction by using a nonlinear approach. The Llosa Tetraclass model (1997, 1999) was applied to assess the fluctuant or fixed weight of 39 tourism experience attributes. The paper compares results of a quantitative study conducted among 343 tourists who had visited either Reunion Island (190) or Dominican Republic (153), representing seaside destinations. In both cases four ways to contribute to satisfaction are found: basic, plus, key and secondary elements. The findings particularly show (1) a partial stability of elements contributing to dissatisfaction but not to satisfaction; and (2) the salient role of elements related to the human factor partially disregarded in previous tourism satisfaction studies. From a managerial perspective, this article proposes to destination managers to carefully study the specificity of the elements leading to satisfaction on their territory and using non-linear models to better allocate resources in order to enhance post consumption behaviors.
Mots-clés : Revue AERES
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Submitted on : Tuesday, March 8, 2022 - 11:05:56 AM
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Christèle Camelis, Sylvie Llosa, Cécile Maunier. Gestion de la satisfaction et de l’insatisfaction des touristes : les apports du modèle Tétraclasse. Management & Avenir, INSEEC/Management Prospective Ed. 2015, N° 77 (3), pp.137--162. ⟨hal-01243401⟩



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