Quality, satisfaction and behavioral intentions

performance quality was conceptualized as the attributes of a service which are controlled by a tourism supplier, while satisfaction referred to a tou rist's emotional state after exposure to the opportunity. A structural equa tions model hypothesized that perceived performance quality would have a st ronger total effect on behavioral intentions than satisfaction. This hypoth esis was confirmed. The analysis also indicated that the perceptions measur e of quality fitted the hypothesized model better than data derived from th e subjective disconfirmation measure. Results suggested that evaluation eff orts should include assessment of both performance quality and satisfaction , I but since performance quality is under management's control it is likel y to he the more useful measure. (C) 2000 Elsevier Science Ltd. All rights reserved.