Resumo

BORGES, Carla Peixoto; PEREZ-NEBRA, Amalia Raquel  e  TORRES, Cláudio V. Consumer satisfaction: instrument validation studies to the brazilian tourism. Rev. Psicol., Organ. Trab. [online]. 2006, vol.6, n.1, pp.167-193. ISSN 1984-6657.

This article presents the results oftwo Brazilian studies on validation of scales regarding consumer satisfaction with tourism and lodging services. Both used fàctor analyses and reliability analyses as validation procedures. The first one focused on the satisfaction offoreigners with tourism in Brazil, with 214 participants, and resulted in the development of a reliable and valid scale to measure expectations and satisfaction, also offering a diagnosis on the way tourists evaluate their experience. The second study, with 677 participants, focused on lodging services, and resulted in the validation of instruments to measure this construct and its predictors. The article contributes to the advancement of consumer satisfaction research in the Brazilian services sector, giving specific contributions to the Brazilian tourism and lodging industries

Palavras-chave : consumer satisfaction; lodging; tourism; services.

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