Tourist expectations and perception of service providers: a Brazilian perspective

Lima, Mariana Marques de; Mainardes, Emerson Wagner; Rodrigues, Ricardo Gouveia

doi:10.1007/s11628-019-00406-4

Cited by 19 publications

(13 citation statements)

References 53 publications

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“…From an experience management standpoint, cultivating proposals that enrich the customer journey and engage consumers before, during, and after purchase is essential to creating enjoyable experiences (Hernández-Ortega and Franco 2019;de Keyser et al 2015;Verhoef et al 2009), meeting customer expectations, building loyalty and shoring up commitment (de Lima et al 2020;Pappu et al 2005). This is especially relevant for highly experiential services (Fuentes-Blasco et al 2017), where meeting expectations boosts credibility, brand equity and differential competitive advantage (Krystallis and Chrysochou 2014;Berry 2000;Bharadwaj et al 1993) while nurturing brand-consumer emotional connectedness (Hunter-Jones et al 2020;Ostrom et al 2015).…”

Section: Experiential Services and Brandingmentioning

confidence: 99%

Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy

et al. 2021

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The aim of this research is to analyze links between customer-based brand equity and customer engagement in the field of experiential services (e.g., private health clinics)-taking an emerging economy context as our reference. The authors put forth a chain of effects-based in Social Capital Theory-to test the impact of customer-based brand equity on customer engagement, mediated by satisfaction and customer reputation. Causal model estimation results suggest that customer-based brand equity has both a direct, positive impact on customer satisfaction and customer reputation and an indirect impact on customer engagement. The final section of the paper presents theoretical discussion of the results and the main implications for business practice.

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Section: Experiential Services and Brandingmentioning

confidence: 99%

Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy

et al. 2021

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“…A structural model may serve to represent the dependent relations between constructs (Hair et al 2017 ; de Lima et al 2019 ). This study therefore presents the structural model and the respective path coefficients in the combined layout depicted in Fig.…”

Section: Resultsmentioning

confidence: 99%

“…Understanding how this negative feedback is perceived by visitors and the factors that influence it can be a competitive advantage for tourist cities, which may focus their efforts on generating the most favorable image possible (Narangajavana et al 2017 ). It is essential to highlight that image tends to be the source of tourist expectations and satisfaction (de Lima et al 2019 ).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Further, although studies have attempted to determine the gaps between perceived service satisfaction and revisit intentions in the hospitality sector—studying, for example, the aviation, health, and tourist attraction industries (de Lima et al 2019 ; Borghi et al 2016 ; Molina et al 2015 ; Ali et al 2015 )—the results have been inconclusive, because of the various definitions of the scope of service provision (Gilbert and Wong 2003 ; Basfrinci and Mitra 2015 ). However, given that service capacity is affected by external factors, customers’ perceptions, satisfaction, and subsequent revisit intentions are also affected (Nunkoo et al 2020 ; Shamsudin et al 2019 ; Rather and Sharma 2017 ).…”

Section: Introductionmentioning

confidence: 99%

“…Customer retention has become increasingly important, due to high competition among hotels and destinations (Al-Gharaibah 2020 ). Another practical justification emerges from the fact that without knowing what lodgers expect, the hospitality sector and local authorities might engage in actions and policies that are out of alignment with the objectives and expectations of visitors; this may generate dissatisfaction and even negative attention toward the destination itself (Basfrinci and Mitra 2015 ; de Lima et al 2019 ). Thus, this study holds relevance for identifying how lodgers’ perceived satisfactions and their revisiting intentions in quarantine hotels are shaped, and also puts forward an empirical model that seeks to identify possible operating solutions for the hotel’s future.…”

Section: Introductionmentioning

confidence: 99%

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Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine

Wang

Jing

2021

Serv Bus

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The strict contactless management measures that have been implemented to control the spread of the COVID-19 pandemic have severely limited the ability of hotel staff to provide guest services in a quarantine scenario. This study examines the effect of lodgers' perceptions of the services provided in hotels under quarantine on their satisfaction and intentions to revisit. A self-administered questionnaire was distributed to 250 interviewees who had experienced lodging in quarantined hotel in Mainland China and Taiwan. A structural equation modeling technique was used to study the relationship between the model and the developed hypotheses. The study findings revealed that service perception dimensions are significantly related to customer satisfaction, and there is a positive correlation between customer satisfaction and their intentions to revisit. Moreover, the quality of hotel staff members' reliability and responsiveness was shown to be the most significant dimension of lodgers' perceptions of the services received in a quarantined hotel. Therefore, hoteliers who manage hotels that are under quarantine should carefully consider their service provisions in order to encourage lodgers to revisit.

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Impacts of Covid-19 on travel intention for summer 2020: a trend in proximity tourism mediated by an attitude towards Covid-19

2021

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This exploratory study examines the impact of the Covid-19 pandemic on the travel intention of French people ( n = 655) for holidays in summer 2020. Qualitative results show demographic and generation differences in the intention to go on vacation caused by a combination of personal uncertainties due to the pandemic, compulsory state measures and travel bans. Using PLS-SEM, quantitative results indicate that influence of perceived risks and attitude towards Covid-19 led tourists to seek out greater proximity when considering vacation travel. The findings may help tourism managers apply proximity marketing strategies using more local and digital services during global health crises. Supplementary Information The online version contains supplementary material available at 10.1007/s11628-021-00450-z.

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Tourist expectations and perception of service providers: a Brazilian perspective

Cited by 19 publications

References 53 publications

Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy

Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy

Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine

Impacts of Covid-19 on travel intention for summer 2020: a trend in proximity tourism mediated by an attitude towards Covid-19

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