Satisfaction vs experienced utility: current issues and opportunities

@article{Godovykh2020SatisfactionVE,
  title={Satisfaction vs experienced utility: current issues and opportunities},
  author={Maksim Godovykh and Asli D. A. Tasci},
  journal={Current Issues in Tourism},
  year={2020},
  volume={23},
  pages={2273 - 2282}
}
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… Expand
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