{"id":"https://openalex.org/W1604258574","doi":"https://doi.org/10.11648/j.jim.s.2015040101.16","title":"Customer Satisfaction in Tourist Destination: The Case of Tourism Offer in the City of Naples","display_name":"Customer Satisfaction in Tourist Destination: The Case of Tourism Offer in the City of Naples","publication_year":2015,"publication_date":"2015-01-01","ids":{"openalex":"https://openalex.org/W1604258574","doi":"https://doi.org/10.11648/j.jim.s.2015040101.16","mag":"1604258574"},"language":"en","primary_location":{"id":"doi:10.11648/j.jim.s.2015040101.16","doi":"https://doi.org/10.11648/j.jim.s.2015040101.16","is_oa":true,"landing_page_url":"https://doi.org/10.11648/j.jim.s.2015040101.16","pdf_url":"http://article.sciencepublishinggroup.com/pdf/10.11648.j.jim.s.2015040101.16.pdf","source":{"id":"https://openalex.org/S4210200291","display_name":"Journal of Investment and Management","issn_l":"2328-7713","issn":["2328-7713","2328-7721"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310319272","host_organization_name":"Science Publishing Group","host_organization_lineage":["https://openalex.org/P4310319272"],"host_organization_lineage_names":["Science Publishing Group"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Investment and Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"http://article.sciencepublishinggroup.com/pdf/10.11648.j.jim.s.2015040101.16.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5101480754","display_name":"Valentina Della Corte","orcid":"https://orcid.org/0000-0001-7113-3167","observed_orcids":["https://orcid.org/0000-0001-7113-3167"]},"institutions":[{"id":"https://openalex.org/I71267560","display_name":"University of Naples Federico II","ror":"https://ror.org/05290cv24","country_code":"IT","type":"education","lineage":["https://openalex.org/I71267560"]}],"countries":["IT"],"is_corresponding":true,"raw_author_name":"Valentina Della Corte","raw_affiliation_strings":["University of Naples-Federico II"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Naples-Federico II","institution_ids":["https://openalex.org/I71267560"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5101480754"],"corresponding_institution_ids":["https://openalex.org/I71267560"],"apc_list":null,"apc_paid":null,"fwci":16.4197,"has_fulltext":true,"cited_by_count":102,"citation_normalized_percentile":{"value":0.98640186,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":95,"max":100},"biblio":{"volume":"4","issue":"1","first_page":"39","last_page":"39"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10055","display_name":"Diverse Aspects of Tourism Research","score":0.9926999807357788,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10055","display_name":"Diverse Aspects of Tourism Research","score":0.9926999807357788,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.006300000008195639,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11925","display_name":"Culinary Culture and Tourism","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1106","display_name":"Food Science"},"field":{"id":"https://openalex.org/fields/11","display_name":"Agricultural and Biological Sciences"},"domain":{"id":"https://openalex.org/domains/1","display_name":"Life Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/tourist-satisfaction","display_name":"tourist satisfaction","score":0.949999988079071},{"id":"https://openalex.org/keywords/tourist-loyalty","display_name":"tourist loyalty","score":0.890999972820282},{"id":"https://openalex.org/keywords/tourism-promotion","display_name":"tourism promotion","score":0.7020000219345093},{"id":"https://openalex.org/keywords/destination-attributes","display_name":"destination attributes","score":0.5619999766349792},{"id":"https://openalex.org/keywords/tourism-offer","display_name":"tourism supply","score":0.5740000009536743},{"id":"https://openalex.org/keywords/service-delivery","display_name":"service delivery","score":0.7200000286102295},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.6899999976158142},{"id":"https://openalex.org/keywords/word-of-mouth","display_name":"word of mouth","score":0.9430000185966492},{"id":"https://openalex.org/keywords/competitive-strategy","display_name":"competitive strategy","score":0.628000020980835},{"id":"https://openalex.org/keywords/destination-stakeholders","display_name":"destination stakeholders","score":0.5899999737739563},{"id":"https://openalex.org/keywords/destination-image","display_name":"destination image","score":0.847000002861023}],"concepts":[{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.7755355834960938},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7503446936607361},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7073523998260498},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.7002432346343994},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.670067310333252},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6373566389083862},{"id":"https://openalex.org/C31173074","wikidata":"https://www.wikidata.org/wiki/Q2632514","display_name":"Attractiveness","level":2,"score":0.5745295286178589},{"id":"https://openalex.org/C2776687071","wikidata":"https://www.wikidata.org/wiki/Q5265193","display_name":"Destinations","level":3,"score":0.5597310066223145},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5517261028289795},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.5510693788528442},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.5428154468536377},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5034059882164001},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.37576350569725037},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.20211264491081238},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.19322896003723145},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.14220479130744934},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C11171543","wikidata":"https://www.wikidata.org/wiki/Q41630","display_name":"Psychoanalysis","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.11648/j.jim.s.2015040101.16","doi":"https://doi.org/10.11648/j.jim.s.2015040101.16","is_oa":true,"landing_page_url":"https://doi.org/10.11648/j.jim.s.2015040101.16","pdf_url":"http://article.sciencepublishinggroup.com/pdf/10.11648.j.jim.s.2015040101.16.pdf","source":{"id":"https://openalex.org/S4210200291","display_name":"Journal of Investment and Management","issn_l":"2328-7713","issn":["2328-7713","2328-7721"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310319272","host_organization_name":"Science Publishing Group","host_organization_lineage":["https://openalex.org/P4310319272"],"host_organization_lineage_names":["Science Publishing Group"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Investment and Management","raw_type":"journal-article"},{"id":"mag:1604258574","doi":null,"is_oa":true,"landing_page_url":"https://papers.ssrn.com/sol3/Delivery.cfm/SSRN_ID2580728_code1736183.pdf?abstractid=2580728&mirid=1","pdf_url":null,"source":{"id":"https://openalex.org/S4210172589","display_name":"SSRN Electronic Journal","issn_l":"1556-5068","issn":["1556-5068"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1318003438","host_organization_name":"RELX Group (Netherlands)","host_organization_lineage":["https://openalex.org/I1318003438"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"SSRN Electronic Journal","raw_type":null},{"id":"pmh:oai:pure.atira.dk:openaire_cris_publications/7b28340d-d704-446f-9515-8135f7e4576b","doi":null,"is_oa":false,"landing_page_url":"https://research.manchester.ac.uk/en/publications/7b28340d-d704-446f-9515-8135f7e4576b","pdf_url":null,"source":{"id":"https://openalex.org/S4306400662","display_name":"Research Explorer (The University of Manchester)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I28407311","host_organization_name":"University of Manchester","host_organization_lineage":["https://openalex.org/I28407311"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Della Corte, V, Sciarelli, M, Cascella, C & Del Gaudio, G 2015, 'Customer satisfaction in tourist destination: The case of tourism offer in the City of Naples', Journal of Investment and Management, vol. 4, no. 1-1, pp. 39-50. https://doi.org/10.11648/j.jim.s.2015040101.16","raw_type":"article"}],"best_oa_location":{"id":"doi:10.11648/j.jim.s.2015040101.16","doi":"https://doi.org/10.11648/j.jim.s.2015040101.16","is_oa":true,"landing_page_url":"https://doi.org/10.11648/j.jim.s.2015040101.16","pdf_url":"http://article.sciencepublishinggroup.com/pdf/10.11648.j.jim.s.2015040101.16.pdf","source":{"id":"https://openalex.org/S4210200291","display_name":"Journal of Investment and Management","issn_l":"2328-7713","issn":["2328-7713","2328-7721"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310319272","host_organization_name":"Science Publishing Group","host_organization_lineage":["https://openalex.org/P4310319272"],"host_organization_lineage_names":["Science Publishing Group"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Investment and Management","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1604258574.pdf","grobid_xml":"https://content.openalex.org/works/W1604258574.grobid-xml"},"referenced_works_count":111,"referenced_works":["https://openalex.org/W186824539","https://openalex.org/W238334942","https://openalex.org/W392074109","https://openalex.org/W562353941","https://openalex.org/W583583424","https://openalex.org/W1484590996","https://openalex.org/W1507135350","https://openalex.org/W1553885025","https://openalex.org/W1577960680","https://openalex.org/W1934425758","https://openalex.org/W1958823497","https://openalex.org/W1965361138","https://openalex.org/W1966636500","https://openalex.org/W1966944425","https://openalex.org/W1967196359","https://openalex.org/W1972553398","https://openalex.org/W1977460230","https://openalex.org/W1984186949","https://openalex.org/W1985273709","https://openalex.org/W1985756855","https://openalex.org/W1996757241","https://openalex.org/W2001430570","https://openalex.org/W2002295684","https://openalex.org/W2002471948","https://openalex.org/W2002843259","https://openalex.org/W2008465154","https://openalex.org/W2009973699","https://openalex.org/W2010179492","https://openalex.org/W2011544373","https://openalex.org/W2012855146","https://openalex.org/W2014049963","https://openalex.org/W2014205461","https://openalex.org/W2022720617","https://openalex.org/W2024222224","https://openalex.org/W2025273223","https://openalex.org/W2025670841","https://openalex.org/W2026150358","https://openalex.org/W2026449597","https://openalex.org/W2027045730","https://openalex.org/W2031019079","https://openalex.org/W2031043958","https://openalex.org/W2033186065","https://openalex.org/W2033893624","https://openalex.org/W2036203172","https://openalex.org/W2036431990","https://openalex.org/W2036652334","https://openalex.org/W2036933031","https://openalex.org/W2037231233","https://openalex.org/W2038560981","https://openalex.org/W2039661695","https://openalex.org/W2040263312","https://openalex.org/W2042729060","https://openalex.org/W2045088058","https://openalex.org/W2046841600","https://openalex.org/W2050463533","https://openalex.org/W2051861101","https://openalex.org/W2059437320","https://openalex.org/W2059471905","https://openalex.org/W2070054856","https://openalex.org/W2070599855","https://openalex.org/W2072213554","https://openalex.org/W2072848957","https://openalex.org/W2077089819","https://openalex.org/W2079954490","https://openalex.org/W2083039267","https://openalex.org/W2083735613","https://openalex.org/W2084687442","https://openalex.org/W2085502183","https://openalex.org/W2085858365","https://openalex.org/W2090337866","https://openalex.org/W2093953773","https://openalex.org/W2099358844","https://openalex.org/W2099583435","https://openalex.org/W2100015490","https://openalex.org/W2103779972","https://openalex.org/W2108306214","https://openalex.org/W2109888714","https://openalex.org/W2115874488","https://openalex.org/W2117260320","https://openalex.org/W2120931187","https://openalex.org/W2123665721","https://openalex.org/W2126174613","https://openalex.org/W2128129314","https://openalex.org/W2130741716","https://openalex.org/W2130788255","https://openalex.org/W2131786268","https://openalex.org/W2139089080","https://openalex.org/W2145251909","https://openalex.org/W2148284802","https://openalex.org/W2149449335","https://openalex.org/W2149478026","https://openalex.org/W2149887444","https://openalex.org/W2150713892","https://openalex.org/W2153134053","https://openalex.org/W2153942071","https://openalex.org/W2163705726","https://openalex.org/W2163944013","https://openalex.org/W2166182849","https://openalex.org/W2321530589","https://openalex.org/W2327975117","https://openalex.org/W2566314144","https://openalex.org/W2900167770","https://openalex.org/W3121735269","https://openalex.org/W3122931200","https://openalex.org/W3123513433","https://openalex.org/W4206300607","https://openalex.org/W4232230895","https://openalex.org/W6617230117","https://openalex.org/W6629100639","https://openalex.org/W6680551642","https://openalex.org/W7070833347"],"related_works":["https://openalex.org/W2611966018","https://openalex.org/W2395128506","https://openalex.org/W2887435594","https://openalex.org/W2942237037","https://openalex.org/W200599391","https://openalex.org/W4298441684","https://openalex.org/W2913196883","https://openalex.org/W221001819","https://openalex.org/W2186494542","https://openalex.org/W2606366060"],"abstract_inverted_index":{"This":[0,239],"paper":[1,111,144,180,206,240],"investigates":[2],"the":[3,27,76,123,126,133,138,148,153,174,190,197,205,224,250,259,265,270,275,283,305,320],"main":[4],"elements":[5],"that":[6,29,120,152,226,296,325,334],"can":[7,43,227],"influence":[8,228],"customer":[9,45,286],"satisfaction":[10,53,114,170,244,287,298],"in":[11,26,71,79,96,132,159,165,246,316],"tourist":[12,113,169,191,203,229,243,266,297],"services,":[13],"with":[14,54,318],"specific":[15],"reference":[16],"to":[17,58,66,74,82,91,98,116,146,163,167,182,195,215,222,248,257,274],"tourism":[18,41],"industry.":[19],"The":[20,61,218],"importance":[21],"of":[22,33,63,155,176,178,264,277,307],"this":[23,110,130,143,179,254,291],"topic":[24],"resides":[25],"fact":[28],"tourists\u2019":[30,64,87],"positive":[31,50],"experiences":[32,56],"service,":[34],"products,":[35],"and":[36,78,94,125,171,187,202,236,262,312],"other":[37,321],"resources":[38],"provided":[39],"by":[40],"destinations":[42],"produce":[44],"retention":[46],"as":[47,49],"well":[48],"word-of-mouth.":[51],"Indeed,":[52,173],"travel":[55],"contributes":[57],"destination":[59,68,77,92,100,185,200,340],"loyalty.":[60,172],"degree":[62],"loyalty":[65,88],"a":[67,107,160,301,338],"is":[69,89,181,282,288,310],"reflected":[70],"their":[72,80,231,237],"intentions":[73],"revisit":[75],"recommendations":[81],"others.":[83],"Thus,":[84],"information":[85],"about":[86],"important":[90],"marketers":[93],"managers":[95],"order":[97,166,194,247],"sustain":[99],"attractiveness.":[101],"Although":[102],"predominant":[103],"literature":[104],"has":[105,162,336],"adopted":[106,219],"demand-side":[108],"perspective,":[109],"analyses":[112],"according":[115],"an":[117],"overlapping":[118],"perspective":[119],"contemplates":[121],"both":[122],"demand":[124],"offer":[127],"side":[128],"where":[129,304],"latter,":[131],"wider":[134],"meaning,":[135],"also":[136],"includes":[137],"systemic":[139],"perspective.":[140],"More":[141],"precisely,":[142],"aims":[145],"identify":[147,258],"principle":[149],"competitive":[150],"strategies":[151],"variety":[154],"stakeholders,":[156],"cooperating":[157],"together":[158],"destination,":[161],"implement":[164],"increase":[168],"point":[175],"view":[177],"understand":[183],"how":[184],"attributes":[186,201],"services":[188],"affect":[189],"satisfaction.":[192,252],"In":[193,268],"study":[196,255,271],"link":[198],"between":[199],"satisfaction,":[204,230],"collects":[207],"cross-sectional":[208],"data":[209],"via":[210],"questionnaire,":[211],"from":[212],"May":[213,216],"2012":[214],"2013.":[217],"approach":[220],"allows":[221,256],"individuate":[223],"factors":[225],"(positive":[232],"or":[233],"negative)":[234],"direction":[235],"magnitude.":[238],"uses":[241],"14":[242],"indicators":[245],"measure":[249],"global":[251],"Furthermore,":[253],"current":[260],"strengths":[261],"weaknesses":[263],"offer.":[267],"particular,":[269],"paid":[272],"attention":[273],"phase":[276],"service":[278],"delivery":[279],"since":[280],"it":[281,293,313],"time":[284],"when":[285],"generated.":[289],"From":[290],"study,":[292],"comes":[294],"out":[295],"depends":[299],"on":[300],"complex":[302],"process":[303],"role":[306],"each":[308],"actor":[309],"fundamental":[311],"must":[314],"be":[315],"tune":[317],"all":[319],"ones.":[322],"Findings":[323],"show":[324],"tourists":[326],"visiting":[327],"Naples":[328,335],"are":[329],"not":[330,337],"completely":[331],"satisfied,":[332],"supporting":[333],"clear":[339],"image.":[341]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":11},{"year":2023,"cited_by_count":13},{"year":2022,"cited_by_count":13},{"year":2021,"cited_by_count":19},{"year":2020,"cited_by_count":12},{"year":2019,"cited_by_count":10},{"year":2018,"cited_by_count":6},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":4}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}