Abstract
In an attempt to improve the identification of key strategic variables for the ongoing development and marketing of urban tourism destinations, two complimentary research methodologies are identified. Based on a disconfirmation model of customer satisfaction (a model that reveals the relationship between expectations, experiences and satisfaction/dissatisfaction levels) pre- and post-telephone interviews were designed to evaluate visitor experiences with a city visit. The data were supplemented with face-to-face, on-site interviews. Using the “camera-for-a-day” technique, a sample of the visitors, previously interviewed by telephone, were asked to create a visual record of part of their trip so they could discuss their city-visit experience.
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