The chapter compares first-time and repeat visitors satisfaction with Orlando, Florida, USA. Data are obtained from 467 visitors from the UK in September 2001. Factor analysis of subjects' ratings on 22 'performance' attributes produced 5 factors: 'primary'; 'secondary' and 'tertiary' attractions; 'facilitators'; and 'transport plus'. A one-way between-groups multivariate analysis of variance identified a significant difference between first-time and repeat segments on the 'secondary' attractions. Regression of overall tourist satisfaction with Orlando against the factors showed that 'secondary' attractions were the single most influential factor affecting tourists' overall satisfaction with Orlando. Subdivision of the sample into first-timer and repeater segments showed that the overall satisfaction of first-timers and repeaters was explained by different 'hierarchies' of factors. First-timers' overall satisfaction was explained by a four-factor model with 'facilitators' accounting for the dominant contribution and 'secondary' and 'primary' attractions also having significant influence. By comparison, repeater satisfaction was explained by a five-factor model with 'secondary' attractions carrying the most weight followed by 'primary' attractions and 'facilitators'.

This chapter presents an introductory discussion on the dimensions of psychology and on the consumer psychology of tourism, hospitality and leisure, and concludes by presenting an overview of the book.

This chapter compares activity patterns of first-time and repeat visitors in a theme park in the Netherlands. Data obtained from 357 respondents in the summer of 1996 are used. First-time and repeat visitors are classified into those who use information and those who do not. A sequence alignment method and chi-squared automatic interaction detection are used to classify the visitors with regard to their activity patterns and identify predictor variables. The results indicate that first-time and repeat visitors differ in their activity patterns in the park, specifically with respect to the order of activities chosen. First-time visitors follow a strict route in the park, while repeaters have a more diverse activity pattern. Furthermore, the difference between the two groups is reduced when first-time visitors use information about the available activities and the spatial layout of the park.

The purpose of this chapter is to illustrate the application of stakeholder theory in the ski resort industry of Colorado, USA. Sustainable development is increasingly a core concept of tourism management. Stakeholder theory is proposed as a means of assuring the sustainable development goal of intra-generational equity. The services marketing triangle is extended to identify 3 critical resort community populations (guests, resort employees and host community residents). Using a combination of quantitative and qualitative methodologies, 8 stakeholder groups within these 3 populations are identified and described.

This study describes overall visitor satisfaction as a function of instrumental and expressive factors using data obtained from a panel of 409 households in Virginia, West Virginia, North Carolina, Maryland, and washington, District of Columbia, USA, in the summer of 2002. Its objective is accomplished by testing whether instrumental and expressive attributes are distinct behavioural indicators that could better predict visitor satisfaction. It also tests whether visitor types based on motivation for travel moderate the relationship between instrumental and expressive attributes. The findings revealed partial support that expressive and instrumental factors collectively might be predictors of overall satisfaction or dissatisfaction in general. However, the findings show that visitor types based on motivation for travel moderate the relative importance of instrumental and expressive factors. Empirical studies of this nature may be of help to destination marketers and planners to understand the complexity of satisfaction as one of the elements of visitation behaviour. Actual and potential markets can use these types of studies to develop appropriate communication materials that would incorporate the relative importance of destination features as perceived.