|Zhang, C.Z.; Xu, H.G.; Su, B.T.,
|Meeting needs equals enhancing satisfaction? Case study of cableway and lift riding in World Heritage Site Wulingyuan, China
|Management for Protection and Sustainable Development
|MMV 4 - Proceedings
|MMV4, Meeting needs, tourist satisfaction, motivation-hygiene theory
|Meeting the needs of tourists to satisfy tourists is the policy basis for many mangers of world heritage sites in China. The paper, based on the case study of lift riding in world heritage site Wulingyuan China, challenge the policy. With tourist survey and online interview methods, the authors argue that lift do meet part of tourists’ needs, but it do not enhance the satisfaction level as the managers supposed, the assertion “meet the needs of tourists, thus enhancing their satisfaction” is not built on solid ground, and catering to the needs of tourists is at least not a valid reason for tourism developments in heritage sites. The results of this study coincide with the Motivation-Hygiene Theory. Some factors may not give positive satisfaction, but dissatisfaction results from their absence, such as good service quality and management skills. The improvement of services and management skills may eliminate dissatisfaction, but cannot enhance tourist satisfaction. They are called hygiene factors. Those factors that can provide positive satisfaction are called motivators. Cableway and lift act as motivators that can induce more satisfaction if properly operated.
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