Relationship of client attributes and guides’ techniques to client satisfaction at a climbing school

Abstract

Our goals were to (1) conduct a preliminary investigation of the relationships of client characteristics, guide's techniques, and client satisfaction with their guided experience, (2) offer guides practical information about steps they could take to increase client satisfaction, and (3) refine theories, hypotheses, and measurement techniques for further study. Climbing school clients were surveyed regarding their personal attributes, perceptions of guide's actions and performance, and satisfaction with the guided experience. Eighty-seven clients and eight guides were included in the sample. Clients stated that they learned better through supervised practice than through demonstration and explanation. Clients who came with clear objectives felt a greater sense of accomplishment. Key dimensions of guide activity were Technical, Planning, and Support. Key dimensions of client satisfaction were Valuing, Pleasure, Accomplishment, and Comfort. Guides and clients may tend to focus on technical factors; however, indirect measures show the importance of providing emotional support.