Resumen de The Antecedents and Consequences of Vacationers’ Dis/Satisfaction: Tales from the Field
In this article, vacationers’ postexperience processes are revisited from an interpretive perspective. Propositions regarding the antecedents and consequences of dis/satisfaction are generated based on the grounded analysis of empirical material about the vacation decision-making process of 25 Belgian households. On one hand, dis/satisfaction judgments appear to result from the intervention of emotions or from comparison, attribution, and distribution processes. On the other hand, it is shown that satisfaction (dissatisfaction) does not always lead to repeat purchase (behavioral change) but may sometimes result in attitudinal and behavioral change (repeat purchase). Different theories are used to comment on those emerging findings. This multidimensional nature of vacationers’ dis/satisfaction challenges the prevalence of the classical disconfirmation model as a basis for both understanding and measuring dis/satisfaction
