Examining service shortfalls using expectation and performance: The case of Chinese group package tours in Australia

摘要: This paper examines service shortfalls of Chinese group package tours in Australia. China is now Australia's fastest growing inbound tourism market and under the ADS scheme, most travel to Australia on tours. However, little known about their experience scandals shopping oriented operated by agencies make this issue particularly important. Firstly, background research provided, followed a literature review focusing finding an appropriate conceptual framework for present study. As result, performance minus expectation paradigm has been chosen. After that, dimensionality tour quality was examined through review, discussions survey questionnaire. The preliminary results data analysis shows that tourists' expectations were not met potential issues have identified guiding service, attractions other on-tour services.