Service encounter failure, negative destination emotion and behavioral intention: An experimental study of taxi service
نویسندگان
چکیده
The relationship between transportation and tourism has not been fully explored in tourist research. effects of services at destinations, particularly with service encounter failures, on tourists' perceptions the destinations their behavioral intentions have considered. We examine taxis, a main form transportation, assess how tourists evaluate failures. Our sample 308 residents Hong Kong participated an online experiment 2 × between-subject experimental design. results indicated that both dishonesty inhospitality were regarded as attributes taxi failures can contribute to negative emotions regarding destinations. found be strong predictor intentions, including post reviews revisit. implications are also discussed about managing such taxis for destination marketing management.
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ژورنال
عنوان ژورنال: Tourism Management Perspectives
سال: 2021
ISSN: ['2211-9736', '2211-9744']
DOI: https://doi.org/10.1016/j.tmp.2021.100886