The perception of quality in the framework of an experiential consumption and loyalty: the case of lodging industry in Tunisia

Abstract

This research seeks to show that in order to consider loyalty in the context of a consumption of experiential nature, it is necessary to change the framework of analysis. We try to study up to what point the perception of quality allows to explain the force of the relation binding a consumer to his service supplier. Our approach of perceived quality tries to lay the stress on the complementarity of the cognitivist and experiential paradigms. It is a question of studying and checking the validity of a complex network of theoretical relations thus breaking with the behavioural approaches.