Consumer Behaviour in Tourism: A Content Analysis of Relationship Between Involvement and Emotions (original) (raw)
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Consumer engagement in the tourism industry: new trends and implications for research
The Service Industries Journal, 2019
The purpose of this editorial is threefold: (i) to provide a background on new trends and implications for tourist engagement research (ii) to provide an overview of the nine papers published in this special issue; and (iii) to summarise the themes and discourse that emerged at the Academy of Marketing sponsored Tourism Marketing Special Interest Group (SIG) workshop on tourist engagement held at Heriot-Watt University, UK in December 2017. The workshop was a precursor to this special edition.
Tourist Engagement: Conceptualization, Scale Development and Empirical Validation
2017
This thesis continues the recent discussion on the conceptualization, scale development and empirical studies of engagement for a better understanding of customer experience, especially in the context of tourism. This study aims to answer a variety of questions raised by the engagement studies in consumer behavior, including the lack of (1) systematic scholarly inquiry on engagement definition and scope, (2) consensus regarding its dimensionality, and (3) understanding of engagement's effect on assessing, predicting and enhancing customer loyalty, as well as its interaction with various existing loyalty antecedents. This study conceptualizes tourist engagement (TE) as a psychological state that occurs by virtue of interactive, co-creative tourist experiences with a focal agent/object (people/attraction/ activities/encounters) in focal travel experience relationships. By using the three steps of item generation, scale purification, and scale validation, this study develops a four-dimensional, second-order, 16-item measurement model of TE scale, including social interaction, interaction with employees, relatedness, and activity related tourist engagement (with two sub-dimensions, immersed involvement and noveltyseeking). This scale demonstrates sufficient psychometric properties on uni-dimensionality, reliability, and validity; the predictive validity test presents a significant effect of TE on behavioral intention, explaining for 35.4% its variance. Moreover, this study delineates and empirically validates TE's role in capturing the quality of tourist experience, focusing on its relationship with perceived service quality, perceived value, satisfaction, and behavioral intention. Despite the insignificant direct effect between TE and behavioral intention in an integrated model, TE does exert the largest total effect on behavioral intention compared to the other three predictors. Also, results show that by improving the engaging iii experience, tourist perception on service quality, value, and overall satisfaction can be significantly enhanced. Meanwhile, a variety of data collection methods (in-depth interviews, focus groups, Amazon Mechanical Turk survey, and online panel) and analytical techniques (exploratory factor analysis, confirmatory factor analysis, structural equation modeling, and MANOVA) were used. This study presents the first endeavor to develop a marketing tool of engagement to measure the quality of travel experience. It contributes to research on engagement studies, tourist experience and destination service management. I would like to extend my sincere thanks to my cohorts and the graduate students in HFTM, namely Mychal-Ann Hayhoe, Ruben Burga, Joshua LeBlanc, Sina Bahramirad, Ye (Sandy) Shen Jingen (Lena) Liang and Quan Wan. Thank you all for your support over the last four years. I have had a wonderful experience with you. Finally, great appreciation to my parents, my sisters, brother and my lovely friends (Miya, Ting, Zhen, Hui and Oliver). I could not have completed this Ph.D. without the love and understanding from all of you. You all have made this achievement possible for me. v TABLE OF CONTENTS
Journal of hospitality and tourism insights, 2020
Purpose-The study aims to examine the relationship between destination attributes and tourist satisfaction as well as the extent to which emotional involvement mediates between destination attributes and tourist satisfaction. Design/methodology/approach-Data were collected from a sample of 600 domestic tourists by using a purposive sampling technique where 382 samples were useable, and the response rate was 63.67%. The structural equation modeling (SmartPLS 3.0.) was used to test the hypothesized relationship among variables. Findings-Among the 16 hypothesized paths, 13 were supported. Destination attributes (accommodation, attraction, food and beverages and transportation) except safety significantly influence tourist satisfaction; herein accommodation has the greatest effect on tourist satisfaction. Similarly, destination attributes except safety significantly influence tourists' emotional involvement. This study also reveals that tourists' emotional involvement partially mediates in the link between destination attributes except for safety and customer satisfaction. Research limitations/implications-The results of the study will assist the hospitality researchers and managers to understand the roles of destination attributes and emotional involvement on tourist satisfaction in the tourism industry. Originality/value-The study is the first to explore the mediating relationship in the link between destination attributes and tourist satisfaction in the tourism industry.
The influence of motivations in tourists’ involvement
Anatolia, 2015
One of the main aspects in the consumer behavior is the concept of involvement because it influences the decision rules used by tourists to reach the final decision. An empirical study of 600 international tourists reveals that motivation to relax, influences tourists' involvement with the trip. A structural model shows that when tourists are motivated to relax they get directly more involved with their trip (pleasure and information seeking). The motivation to relax also influences indirectly the tourist involvement with the evaluation and quality perception of the trip through its influence on involvement with the trip planning. Discussion centers on the implications of this model to theory and management specifically to the development of tourism and services strategies.
Motivation and involvement as antecedents of the perceived value of the destination experience
Research acknowledges the tourist as imperative in creating experience value. Building on this premise, the present study offers an integrated approach to understanding tourists' experience values and attempts to extend the theoretical and empirical evidence of causal relationships between the motivation, involvement, and the experience value of the destination, hereafter called experience value. Using a sample drawn from tourists in Norway, the research model investigates relationships between the three constructs, using a structural equation modeling approach. The results indicate that motivation and involvement are linked to tourists' experience value and motivation affects the level of involvement. In order to facilitate for tourists to cocreate experience value then, not only should the industry recognize experiences that tourists value but should also acknowledge motivation and involvement as essential in value creation for tourist experiences.
Tourists seek experiences which are different from their regular environment and daily routine life (Cohen, 1979; MacCannell, 1973). Various authors also argue that experiences result in positive customer behaviors such as satisfaction. However since it is intangible, measuring a vacation experience and its relationship with satisfaction are challenging tasks (Cetin & Dincer, 2014; Guzel, 2014; Neal & Gursoy, 2008).Package tours are also significant part of commercial tourism industry. However experiential characteristics of organized travel services have so far been neglected in the literature. The aim of this study is to present the relationships between experiential attributes of package tours and tourist satisfaction. Therefore the study tries to explore the answers of two main questions. First, what are the relationships between experiential factors and package tour satisfaction and second, how strongly these factors affect tourist satisfaction.
International Journal of Academic Research in Economics and Management Sciences, 2017
Economic growth has seen in the tourism and hospitality industry and competition in this industry has caused in discovering consumer loyalty as a key success factor. Consumer loyalty can raise the business's value and maintain a long-term relationship with the consumers and company. In this review, consumer involvement is identified as the independent variable and able to influence consumer loyalty. Furthermore, the newly emerged term of consumer engagement acts as the mediator of the relationship between consumer involvement and consumer loyalty. This review paper proposed that these three constructs are interrelated. Besides that, due to the widely used of term involvement, engagement, and loyalty, this study explores the complexity of the multi-dimensions and dynamic nature of the constructs. The purpose of this study is to review published journals on consumer involvement, consumer engagement and consumer loyalty to better understand its evolution and development especially in tourism and hospitality industry. Besides that, the theories and its application were also discussed. The theory that is suitable for the current research paper is Service Dominant Logic theory while the supporting foundations are Consumer Engagement Model, Consumer Involvement Profile, and 3H's Model. This review of previously published materials also found out that linkage between the variables exists. Besides that, the dimensionalities of consumer involvement and consumer engagement were found to have varied sets of dimensions. Thus, selecting suitable dimensionality in representing the constructs is essential to gain a reliable result. The main conclusion drawn from this review is that consumer involvement and consumer engagement are able to influence consumer loyalty in tourism and hospitality industry. The contributions of current paper and implications for future researchers were discussed.
Tourism-Based Customer Engagement: The Construct, Antecedents, and Consequences
Service Industries Journal, 2019
Drawing on a service-dominant (S-D) logic perspective, this study identifies key antecedents and consequences of tourism customer engagement, which remain nebulous to date. We develop a structural model that is tested on a sample of 310 customers at different tourist destination sites and attractions in India. The results reveal a positive effect of place authenticity and place attachment on customer engagement. The findings also indicate customer engagement's positive effect on the development of customer trust, brand loyalty, and co-creation. Third, we identify customer engagement's mediating role in the effect of place attachment and place authenticity on customer trust, loyalty, and co-creation. Specifically, place authenticity was found to exert a partial mediating effect in the association between place attachment and customer engagement. As such, this research offers new insight into the role of tourism-based customer engagement, from which we develop relevant implications.