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Six different conceptualizations of the relationship between visitor satisfaction and service quality have been suggested in the literature. A model is developed which integrates and reconciles these differences. Its central components are recognition of the distinction between quality of performance and quality of experience, and those between individual transactions and global or overall satisfaction and quality. At the transaction level, satisfaction is the affective psychological response to a destination, while service quality is cognitive belief about the destination's features or attributes. Both overall service quality and overall satisfaction are attitudes with cognitive and affective components.
Tian-Cole et al. (Wed,) studied this question.