Exploring the Influence of Touch Points on Tourist Experiences at Crisis Impacted Destinations
نویسندگان
چکیده
Customer journeys in tourism are becoming more complex, often including multiple touch points that can influence expectations, experiences, and travel behaviors. The management of these different interactions is further complicated if tourist destinations face natural or man-made crises (e.g., financial crises, COVID-19). current research takes a comprehensive look at how negative word-of-mouth (WOM) shapes pre-consumption expectations drive actual experiences subsequent satisfaction Using partial least squares structural equation modeling (PLS-SEM), findings from 188 tourists confirm the uncontrollable, WOM on destination image. Yet an actual, positive experience negates pre-trip influences. Tourism managers rewarded with satisfied loyal response to creating even crisis impacted destinations.
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ژورنال
عنوان ژورنال: Journal of Travel Research
سال: 2021
ISSN: ['1552-6763', '0047-2875']
DOI: https://doi.org/10.1177/00472875211053657