RELATIONSHIP OF CLIENT ATTRIBUTES AND GUIDES TECHNIQUES TO CLIENT SATISFACTION AT A CLIMBING SCHOOL

Our goals were to (1) conduct a preliminary investigation of the relat ionships of client characteristics, guide's techniques, and client sat isfaction with their guided experience, (2) offer guides practical inf ormation about steps they could take to increase client satisfaction, and (3) refine theories, hypotheses, and measurement techniques for fu rther study. Climbing school clients were surveyed regarding their per sonal attributes, perceptions of guide's actions and performance, and satisfaction with the guided experience. Eighty-seven clients and eigh t guides were included in the sample.Clients stated that they learned better through supervised practice than through demonstration and expl anation. Clients who came with clear objectives felt a greater sense o f accomplishment. Key dimensions of guide activity were Technical, Pla nning, and Support. Key dimensions of client satisfaction were Valuing , Pleasure, Accomplishment, and Comfort. Guides and clients may tend t o focus on technical factors; however, indirect measures show the impo rtance of providing emotional support.