Understanding the Relationships between Tourists’ Emotional Experiences, Perceived Overall Image, Satisfaction, and Intention to Recommend (original) (raw)

The role of emotional experience and destination image on ecotourism satisfaction

Spanish Journal of Marketing - ESIC, 2021

Purpose The purpose of this study is to analyze the influence of the emotional experience (EE) and the image of the tourist destination on the satisfaction of the domestic tourist and his behavioral intentions, represented through the word of mouth (WOM) and his revisit intention. Design/methodology/approach The information obtained through a personal survey to 382 local tourists was refined and subjected to structural equation analysis. Analyses conducted with SPSS 20.0 and AMOS 20 software confirmed the existence of interesting significant relationships. Findings The results show that positive destination image and different experiences are considered to be the main elements that promote positive emotions and satisfaction for tourists, leading to a higher eagerness to spread WOM recommendations and to revisit a destination. The results also verify that interactions with the difficult-replacement services and with residents create strong positive EEs for female visitors, so that th...

Patterns of tourists' emotional responses, satisfaction, and intention to recommend

Journal of Business Research, 2011

a b s t r a c t a r t i c l e i n f o Previous efforts to understand and predict behavior traditionally categorize tourists into sub-groups using socio-demographic and psychographic variables. Surprisingly, the tourism literature does not profile tourists by the intensity of their emotional associations toward destinations. To address the literature gap, this paper empirically identifies distinguishable patterns of tourist emotional responses and investigates relationships between tourists' emotional profiles and their post-consumption evaluations of satisfaction and intention to recommend. Cluster analysis uncovers five distinct emotional response patterns among tourists: delighted, unemotionals, negatives, mixed, and passionate. Multiple discriminant analysis confirms the validity of the five-cluster solution. The five tourist groups differ by their satisfaction level and propensity to recommend destinations. These findings offer important implications for destination marketers designing segmentation and branding strategies.

The role of tourists' emotional experiences and satisfaction in understanding behavioral intentions

Journal of Destination Marketing & Management

Modeling behavioral intentions remain an important area of research in tourism. This study empirically tests a model linking tourists' emotional experiences, satisfaction and behavioral intentions. The model proposes that satisfaction mediates the relationship between tourists' emotional experiences and behavioral intentions. Data were collected from international tourists visiting Petra, a UNESCO world heritage site. Contrary to theoretical predictions, results do not support the mediating effect of satisfaction on the relationship between emotions (joy, love, positive surprise, and unpleasantness) and behavioral intentions. Findings offer important strategic marketing implications for Petra in relation to branding and managing destination experiences.

1 Measuring Tourists ’ Emotional Experiences: Further Validation of the Destination Emotion Scale

2015

This study is an extension of Hosany and Gilbert's (2010) original research on the development of a scale measuring the diversity and intensity of tourists' emotional experiences toward destinations: the destination emotion scale (DES). The DES consists of 15 items, representing three emotional dimensions: joy, love and positive surprise. Although the DES displays solid psychometric properties, additional evidence is required of the scale's validity. Using data collected from international tourists visiting two distinct destinations, Petra (Jordan) and Thailand, this study further examines the scale's construct validity. Adopting state of the art procedures guiding scale validation, results confirm the unidimensionality, reliability, convergent, discriminant and nomological validity of the DES. In particular, discriminant validity tests show that emotions and place attachment are related but distinct constructs. The DES provides a useful tool for marketers and researchers to measure tourists' emotional responses toward destinations.

Appraisal Determinants of Tourist Emotional Responses

Journal of Travel Research, 2011

A coherent body of research recognizes the role of emotion in various aspects of consumer behavior. However, while a number of studies exist on the consequences of emotion, empirical investigations into its determinants in tourism have received lesser attention. Building on well-established cognitive appraisal theories of emotion, this study investigates the antecedents of tourists’ emotional responses toward destinations. Canonical correlation analysis supports an appraisal model of emotion in the context of tourist destinations. Results indicate that appraisals of pleasantness, goal congruence, and internal self-compatibility are the main determinants of joy, love, and positive surprise. Overall, the findings offer strategic marketing implications for tourist destinations.

Measuring Tourists’ Emotional Experiences: Further Validation of the Destination Emotion Scale

This study is an extension of Hosany and Gilbert’s original research on the development of a scale measuring the diversity and intensity of tourists’ emotional experiences toward destinations: the Destination Emotion Scale (DES). The DES consists of 15 items, representing three emotional dimensions: joy, love, and positive surprise. Although the DES displays solid psychometric properties, additional evidence is required of the scale’s validity. Using data collected from international tourists visiting two distinct destinations, Petra (Jordan) and Thailand, this study further examines the scale’s construct validity. Adopting state-of-the-art procedures guiding scale validation, results confirm the unidimensionality, reliability, convergent, discriminant, and nomological validity of the DES. In particular, discriminant validity tests show that emotions and place attachment are related but distinct constructs. The DES provides a useful tool for marketers and researchers to measure tourists’ emotional responses toward destinations.

Measuring Tourists’ Emotional Experiences

Journal of Travel Research, 2014

This study is an extension of Hosany and Gilbert’s original research on the development of a scale measuring the diversity and intensity of tourists’ emotional experiences toward destinations: the Destination Emotion Scale (DES). The DES consists of 15 items, representing three emotional dimensions: joy, love, and positive surprise. Although the DES displays solid psychometric properties, additional evidence is required of the scale’s validity. Using data collected from international tourists visiting two distinct destinations, Petra (Jordan) and Thailand, this study further examines the scale’s construct validity. Adopting state-of-the-art procedures guiding scale validation, results confirm the unidimensionality, reliability, convergent, discriminant, and nomological validity of the DES. In particular, discriminant validity tests show that emotions and place attachment are related but distinct constructs. The DES provides a useful tool for marketers and researchers to measure tour...

The impact of tourists' emotions on satisfaction and destination loyalty -an integrative moderated mediation model: tourists' experience in Switzerland

Journal of Hospitality and Tourism Insight, 2020

Purpose-The purpose of this paper is to investigate the effect of tourists' emotional responses toward a particular destination on tourists' satisfaction and destination loyalty. Perceived quality adds as a moderator variable. Design/methodology/approach-This study adopted a quantitative data collection method, with distributing the questionnaire to 346 tourists of 43 nationalities in four main tourist attractions in Switzerland. The structural equation modeling approach and bootstrapping technique were used to empirically test the study hypotheses. Findings-The results confirm the negative impact of negative emotions. The mediating role of the tourists' satisfaction was documented. As expected, perceived quality dampened the negative effect of negative emotions on tourists' satisfaction. However, surprisingly, it does not serve as a moderator in the relationship between positive emotions and tourists' satisfaction. Practical implications-This study resulted in a set of practical marketing recommendations. Tourism marketers are encouraged to keep positive emotions high among tourists, aimed to increase their satisfaction toward the destination and revisit it again in the future and also, pay more attention to the quality of the destination as an essential tool to reduce the impact of negative emotions. Originality/value-Many studies in tourism literature studied associations between positive emotions and tourists' behavior. The present study is drawing more attention to negative emotions. In addition, this study tries to address the gap in the tourism literature regarding the modified impact of perceived quality on the relationship between emotions and tourists' satisfaction.

It is all about the emotional state: Managing tourists’ experiences

International Journal of Hospitality Management, 2012

When consuming tourism and leisure services tourists do not only expect professional services but also desire satisfying emotional experiences. To measure satisfaction with emotional experiences traditional service quality and satisfaction research is outdated because those models are based on cognitive components and neglect emotional aspects of customer satisfaction. This research investigates factors determining the service setting that enhance customers' emotional reactions and lead to psychological states and behaviours. Referring to existing theories and empirical evidence in environmental psychology, a research model is developed explaining the relationship between different components of service settings influencing emotional states and satisfaction. Guests' emotions are assessed during service consumption in hotel settings in order to investigate the importance of emotional states. The paper derives three main factors (leisure experience, hardware and human ware) significantly influencing emotional states of customers in high-quality hotels.

The role of human emotions in memorable tourism experience and revisit intention

Tourism & Management Studies, 2023

As tourism research focuses on experience, memorable tourism experience (MTE) is gaining importance among academia and destination managers. However, only limited studies have examined the antecedents and consequences of MTE. Therefore, this study will investigate human emotions with their underlying factors in influencing MTE to cater to revisit intention in tourists. For this study, CFA-SEM is applied to a sample of 1120 tourists from central India to access the empirical relationships. The empirically validated model confirmed the significant relationships among human emotions, MTE, and revisit intention. Results suggested that human emotions significantly influence MTE, which is reflected as revisit intention in tourists. Findings also confirmed the moderating role of the perceived risk of COVID-19 further, exploring the health-linked effects on tourism. This study will help the researchers and destination managers make more informed decisions and strategies to make tourism destinations more sustainable by incorporating human emotions as a significant factor in influencing the tourism experience. The findings will also help destination managers in making tourism more risk-averse.