The Influence of Tourist Expectations on Perceived Service Quality

摘要

The service sector is probably the fastest growing sector of the economy nowadays. A rapid acceleration of academic interest and subsequent research in services management has taken place in the past two decades. Although many works about the conceptualization expectations in customer evaluation and perceived service quality have been actualized, regretfully, there are little literatures about tourism industry. This article strives to uncover the interrelationship between tourist expectations and perceptive service quality. In order to achieve this purpose, we carefully discuss the typology and dominant factors of tourist expectations and analyze some of the critical determinants of perceptive service quality. And at the end part of this article, we offer some feasible and reasonable approaches to improve tourist perceived quality.