Co-creating tourist experiences to enhance customer loyalty and travel satisfaction (original) (raw)
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The paper explores the co-creation of the tourist experience with travel professionals and its impact on improving quality of life through satisfaction with the general trip experience. Hence, it adds to the existing body of literature by emphasizing the role of experience marketing in co-creating the tourist experience and its contribution to the quality of life. The paper builds on previous research concerning the concepts of tourist experience co-creation (Mathis, 2013) and quality of life (Neal, Uysal & Sirgy, 2007). A survey was conducted on a convenience sample of 422 Croatian residents, who had travelled at least once in the year prior to the study. The hypotheses were empirically tested and validated by implementing partial least square structural equation modelling (PLS-SEM). Findings indicate that the co-creation of tourist experiences does influence satisfaction with the general trip experience, which, in turn, impacts the perceived quality of life. The paper also provides implications for travel professionals on how to improve their offer by using the postulates of experience marketing.
Indian Journal of Science and Technology, 2016
Objectives: The paper attempts to develop a post-visit model that focuses on evaluation of consumer's internal and external satisfactions factors and their influence on destination loyalty in terms of revisit and recommendation. Methods/ Statistical Analysis: The study proposes to understand the relationship between the constructs of satisfaction and loyalty in the post-visit stages of a leisure holiday using the concepts of intrinsic and extrinsic factors of travel. The methods used are Exploratory Factor Analysis and Structural Equation Modeling technique. The demographic factors of age and education are inserted as control variables to identify whether there is a direct or inverse correlation between age, education and the dependent variable of loyalty. Findings: A tourist will revisit and recommend a destination only if satisfied with the experience. The results of the post visit model signify that internal satisfaction has a positive impact on destination loyalty whereas external satisfaction is not a significant factor in building destination loyalty. The findings highlight that internal satisfaction factors influence external satisfaction factors and this also, emphasizes the importance of internal satisfiers. Due to severe competition between destinations offering alike attributes, it is of utmost importance for service providers to identify needs and desires of consumers to offer those services that create a delightful experience. Conclusion/Improvements: The findings can help tourism service providers to increase marketing efficiencies by developing strategically appealing improvements in service features that increase destination attractiveness to different tourist groups creating loyal customers.
CO-CREATION OF EXPERIENCE VALUE: A TOURIST BEHAVIOUR APPROACH
see http://www.cabi.org/cabebooks/ebook/20143234492, 2014
This chapter first describes what is and what constitutes a memorable experience and addresses afterwards the issue of how to engage tourists to collaborate in the co-creation of such experiences. The chapter considers involvement in tourist experiences as a mediator and moderator variable in value co-creation. In particular, after defining the involvement construct, discussing its measurement, and presenting the different research methodologies that have been used to investigate it, the chapter discusses the main implications and consequences of tourists' involvement in the delivery of tourism experiences. Strategies that could be adopted in order to encourage tourists' engagement with the tourism firms and destinations are provided at the end of the chapter. Together with these managerial and marketing implications for tourism managers, future lines of research that may be identified from gaps identified in the literature are also discussed.
Central European Business Review, 2018
This paper contributes to the debate about the relationships among tourism experience co-creation, satisfaction with vacation experience, satisfaction with the impact of vacation on overall life, life satisfaction and behavioral intentions. The main purpose of this paper is to point out the importance of tourist engagement in the co-creation of the vacation experience and the impact of satisfaction with that experience on life satisfaction and behavioral intentions. A survey was conducted on a convenience sample of 263 international tourists who visited several tourist destinations in Croatia. To test the proposed model, partial least squares structural equation modelling (PLS-SEM) was employed. It has been established that co-creation of tourism experience significantly contributes to the satisfaction of tourists staying in a destination, which has a positive effect on life satisfaction and future behavioral intentions.
Ekonomska Istrazivanja-economic Research, 2019
The purpose of this paper is to explain the role of market mavens in the tourist sector and to explore the importance of tourist experience co-creation in increasing loyalty to service providers. A survey was conducted on a sample of 425 Croatian residents who had travelled at least once in the year before the study. Two hypotheses were set and empirically tested by partial least square structural equation modelling (PLS-SEM). This research confirms that market mavens are inclined to share tourist experiences and to engage in tourist experience co-creation. It also shows that if market mavens are co-creating tourist experience with travel professionals they are more likely to continue to collaborate with the same service provider, hence, demonstrating loyalty. This paper contributes to knowledge of consumer behaviour in tourism by emphasising the role of market mavens in co-creating tourist experience. The scientific contribution is found in testing the influence of market mavens on co-creating tourist experience and loyalty to service providers. The paper also explains the implications for service providers in tourism. Learning about the influence of market mavens on the process of co-creating tourist experience can help service providers to engage more with these individuals to enhance their loyalty.
2018
This paper contributes to the debate about the relationships among tourism experience co-creation, satisfaction with vacation experience, satisfaction with impact of vacation on overall life, life satisfaction and behavioural intentions. A survey was conducted on a convenience sample of 263 international tourists who visited several tourist destinations in Croatia. To test the proposed model, partial least square structural equation modelling (PLS-SEM) was employed. All six hypotheses were confirmed. It has been established that co-creation of tourism experience significantly contributes to the satisfaction of tourists staying in a destination, which has a positive effect on life satisfaction and future behavioural intentions.
International Journal of Services, Economics and Management, 2019
Οver the past decade, several studies in services and tοurism literature have been conducted and concluded that satisfactiοn is associated and affected by value because value appraisals precede satisfactiοn. This study aims to examine the relatiοnship between customer satisfactiοn from each destination service/encοunter and οverall, and its antecedent, customer value. The proposed relationships are tested using the structural equation modelling (SEM) analysis at an established Greek heritage destination, Olympia. The results indicate that value dimensions can explain considerably the destination service encοunter satisfactiοn, which in turn contributes to οverall satisfactiοn. This study can be considered among the first attempts to empirically test the relatiοnship of service encοunter satisfactiοn from every destination service and customer value.
ZENITH International Journal of Multidisciplinary Research ____________ISSN 2231-5780 Vol.10 (12), December (2020), Impact Factor: 7.188 , 2020
There is widespread exposure in the literature of tourist satisfaction and service quality in a tourist destination. Many service related industry gives due weight age to service because it contribute a lot in business growth. Competition is increasing tourism industry at very fast pace. Excellent service quality offers to customers results in increase level of satisfaction and revisit of customers and increase profit of the company. Tourist satisfaction and service quality are directly related to each other. The main purpose of the paper is to understand the relationship among service quality and tourist satisfaction in tourism industry. Satisfaction of customer primarily concerned with the quality of services provided by the suppliers. The paper is based majorly on secondary data collected from different published research articles, book chapters, reports etc. This paper also highlights the management strategies in tourism industry with future implication to enrich the experience of tourists. Keywords: Service Quality, Tourist Satisfaction, Tourist destination, Revisit, Customers
Cocreation as moderator between the experience value and satisfaction relationship
The article explores the concept of cocreation of value, defined as the tourist's interest in mental and physical participation in an activity and its role in tourist experiences. Based on the theoretical perspective of "the new service-dominant logic," customer participation in tourist experiences is explored and tested as a moderating variable on the perceived valuesatisfaction relationship. In essence, the customer partakes mentally and physically in an experience, which moderates the role that experience value has on overall satisfaction. The study thus hypothesizes that the higher the level of participation, the stronger the experience value-satisfaction link becomes and vice versa. Using a sample drawn from tourists in Norway, the results confirm that experience value is an effective predictor of tourist satisfaction. The study reveals that the level of cocreation moderates the effect between the experience value of winter tourism activities and satisfaction.