Zoekresultaten

Service quality or customer experience: what drives cultural heritage satisfaction and loyalty?

Previous research suggests that in today’s experience economy, service is no longer the key determinant and that customer experience has taken over. However, few studies compare the relative impact of service quality and customer experiences on outcomes. The aim of this quantitative study is to examine the separate effects of service quality and customer experience on satisfaction, revisit intentions and word-of-mouth communication. Contrary to expectations, service quality has a larger effect on outcomes than customer experience. The mediation analysis shows very small indirect effect sizes, suggesting that that customer experience hardly mediates the relationship between service quality and the three outcomes. The conclusion is that measuring service quality remains essential to explaining consumer behaviour in the experience economy.

How review valence shapes visit intention: affective commitment and destination reputation.

In the era of social media, online reviews have become a crucial factor influencing the exposure of tourist destinations and the decision-making of potential tourists, exerting a profound impact on the sustainable development of these destinations. However, the influence of review valence on visit intention, especially the role of affective commitment and reputation (ability vs. responsibility), remains unclear. Drawing on emotion as a social information theory, this paper aims to elucidate the direct impact of different review valences on tourists’ visit intentions, as well as mediating mechanisms and boundary conditions. Three experiments indicate that positive (vs. negative) reviews can activate stronger affective commitment and visit intention, with affective commitment also playing a mediating role. Additionally, destination reputation significantly moderates the after-effects of review valences. More specifically, a responsibility reputation (compared with an ability reputation) weakens the effect of negative valence on affective commitment and visit intention. This study provides valuable theoretical insights into how emotional elements in online reviews influence the emotions and attitudes of potential tourists. Particularly for tourism managers, review valence and responsibility reputation hold practical significance in destination marketing.

Restrictions are lifted: The effect of risk perception of COVID-19 on future travel intentions of Dutch travelers.

Visitor emotions and behavioral intentions: the case of concentration camp Memorial Neuengamme

Visits to sites associated with death and suffering are considered emotionally laden. Few studies empirically investigated visitor emotions at such sites. This study examines emotional responses of 241 visitors to concentration camp memorial Neuengamme and assesses how emotions are associated with long-term consequences of revisit intentions and positive word of mouth. Tourists experience negative emotions more intensely compared with positive emotions. Negative emotions predict long-term behavioral intentions more than positive emotions do. Shock and sadness are of particular importance. This study suggests that certain negative emotions also have the power to broaden-and-build and may have long-term behavioral consequences.

Should we stay, or should we go? The influence of risk perceptions on revisit intentions to cultural heritage during the COVID-19 pandemic

It is important to understand consumer behavior during the COVID-19 pandemic because it may support organizations to recover. Risk perceptions are likely to play a role in influencing intentions to visit a cultural heritage destination. The goal of this study is to describe risk perceptions and to examine the influence of these perceptions on the revisit intentions to a cultural heritage location during the COVID-19 era in the Netherlands. In this quantitative study, a sample of 470 respondents is used. Our model was tested using structural equation modeling. The results show that the respondents take COVID-19 seriously and that part of the respondents do not feel comfortable taking domestic trips. Nevertheless, the respondents have faith in the hygiene measures taken by the location they have visited earlier, and they believe a revisit would still be satisfactory. Whilst the model shows a good fit with the data, contrary to expectations, there is no relationship between six risk perceptions and the revisit intention. The study stresses the importance of establishing relationships with existing visitors and building upon their trust.

How do leisure constraints influence the revisit intentions of music festival visitors?

Leisure constraints affecting participation can be divided into intrapersonal, interpersonal, and structural constraints. Only a few studies in the event industry have investigated the role of leisure constraints. These studies show different effects of leisure constraints on participation. The purpose of this article is to examine the influence of leisure constraints on revisit intention regarding music festivals. This study is of quantitative nature and utilizes survey research. A sample of 1,063 respondents was used within the analyses, measuring the influence of perceived constraints on revisit intention. The results show that intrapersonal constraints (a lack of importance and interest) and structural constraints (travel time, a lack of time, costs, and a lack of satisfaction with the festival area) significantly influence revisit intention. In line with results from other leisure industries, intrapersonal constraints show the strongest effects. Interpersonal constraints do not affect revisit intentions. Music festivals should ideally maintain a high level of engagement with the visitors throughout the year to ensure continuous involvement.