Destination word of mouth: The role of traveler type, residents, and identity salience

Journal of Travel Research

Volumn 47, Issue 2, 2008, Pages 167-182

  Simpson, Penny M ^a   Siguaw, Judy A ^b  

^a UNIVERSITY OF TEXAS PAN AMERICAN   (United States)

^b Department of Obstetrics Gynecology   (United States)

Author keywords

Mexican tourists; Place identity; Place satisfaction; Winter tourists; Word of mouth

Indexed keywords

RECREATIONAL ACTIVITY; TOURISM DEVELOPMENT; TOURISM ECONOMICS; TOURISM MARKET; TOURIST ATTRACTION; TOURIST BEHAVIOR; TOURIST DESTINATION;

EID: 53549111584     PISSN: 00472875     EISSN: 15526763     Source Type: Journal    
DOI: 10.1177/0047287508321198     Document Type: Article

References (112)

1. Ahearne, Michael, C.B. Bhattacharya, and Thomas Gruen (2005). "Antecedents and Consequences of Customer-Company Identification: Expanding the Role of Relationship Marketing" Journal of Applied Psychology, 90 (3): 574-85.
2. Alegre, Joaquin, and Magdalena Cladera (2006a). "Destination Loyalty: Consumers' Economic Behavior." Annals of Tourism Research, 33 (3): 684-706.
3. Alegre, Joaquin, and Magdalena Cladera (2006b). "Repeat Visitation in Mature Sun and Sand Holiday Destinations." Journal of Travel Research, 44 (3): 288-97.
4. Anderson, Eugene W. (1998). "Customer Satisfaction and Word of Mouth." Journal of Service Research, 1 (1): 5-17.
5. Ap, John (1992). "Residents' Perceptions on Tourism Impacts." Annals of Tourism Research, 19 (4): 665-90.
6. Arndt, Johan (1967). "The Role of Product-Related Conversation in the Diffusion of a New Product." Journal of Marketing Research, 1 (4): 291-95.
7. Arnett, Dennis B., Steve D. German, and Shelby D. Hunt (2003). "The Identity Salience Model of Relationships Marketing Success: The Case of Nonprofit Marketing." Journal of Marketing, 67 (2): 89-105.
8. Babin, Barry J., Yong-Ki Lee, Eun-Ju Kim, and Mitch Griffin (2005). "Modeling Consumer Satisfaction and Word-of-Mouth: Restaurant Patronage in Korea" Journal of Services Marketing, 19 (3): 133-39.
9. Baloglu, Seyhmus (2002). "Dimensions of Customer Loyalty: Separating the Friends from the Well Wishers." Cornell Hotel and Restaurant Administration Quarterly, 43 (1): 47-59.
10. Baloglu, Seyhmus, and Ken W. McCleary (1999). "A Model of Destination Image Formation." Annals of Tourism Research, 26 (4): 868-97.
11. Bloemer, Josee, and Ko de Ruyter (1999). "Customer Loyalty and Low Involvement Service Settings: The Moderating Impact of Positive Emotions." Journal of Marketing Management, 15 (4): 315-30.
12. Bonaiuto, M., G.M. Breakwell, and I. Cano (1996). "Identity Processes and Environmental Threat: The Effects of Nationalism and Local Identity upon Perception of Beach Pollution." Journal of Community and Applied Social Psychology, 6: 157-75.
13. Bramwell, Bill (1998). "User Satisfaction and Product Development in Urban Tourism." Tourism Management, 19 (1): 35-47.
14. Brown, Tom J., Thomas E. Barry, Peter A. Dacin, and Richard F. Gunst (2005). "Spreading the Word: Investigating Antecedents of Consumers' Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context" Journal of the Academy of Marketing Science, 33 (Spring): 123-38.
15. Burke, Peter J. (1980). "The Self: Measurement Requirements from an Interactionist Perspective" Social Psychology Quarterly, 43 (March): 18-29.
16. Bush, A.J., and Joseph F. Hair (1985). "An Assessment of the Mall Intercept as A Data Collection Method" Journal of Marketing Research, 22 (May): 159-67.
17. Callero, Peter L. (1985). "Role-Identity Salience" Social Psychology Quarterly, 48 (3): 203-15.
18. Campbell, Angus, Philip Converse, and Willard Rodgers (1976). The Quality of American Life: Perceptions, Evaluations, and Satisfactions. New York: Russell Sage.
19. Casado-Diaz, Maria Angeles (1999). "Socio-Demographic Impacts of Residential Tourism: A Case Study of Torrevieja, Spain." International Journal of Tourism Research, 1 (4): 223-37.
20. Castro, Carmen Barroso, Enrique Martín Armario, and David Martín Ruiz (2007). "The Influence of Market Heterogeneity on the Relationship between a Destination's Image and Tourists' Future Behaviour." Tourism Management, 28 (1): 175-87.
21. Chiou, Jyh-Shen (2003). "The Impact of Country of Origin on Pretrial and Posttrial Product Evaluations: The Moderating Effect of Consumer Expertise." Psychology and Marketing 20 (10): 935-54.
22. Cruise Lines International Association (2006). The 2006 Overviews. http://www.cruising.org/press/overview%202006/12.cfm (accessed January 22, 2008).
23. Cuba, Lee, and David M. Hummon (1993). "A Place to Call Home: Identification with Dwelling, Community and Region" Sociological Quarterly, 11: 111-31.
24. Dick, Alan S., and Kunal Basu (1994). "Customer Loyalty: Toward an Integrated Conceptual Framework." Journal of the Academy of Marketing Science, 22 (2): 99-113.
25. Dye, Renee (2000). "The Buzz about Buzz." Harvard Business Review, 78 (6): 139-46.
26. Easterling, Debbie S. (2004). "The Residents' Perspective in Tourism Research: A Review and Synthesis." Journal of Travel & Tourism Marketing, 17 (4): 45-62.
27. Ekinci, Yuksel, and Sameer Hosany (2006). "Destination Personality: An Application of Brand Personality to Tourism Destinations." Journal of Travel Research, 45 (2): 127-39.
28. Forehand, Mark R., Rohit Deshpandé, and Americus Reed II (2002). "Identity Salience and the Influence of Activation of the Social Self-Schema on Advertising Response" Journal of Applied Psychology, 87 (6): 1086-99.
29. Fried, Marc (1982). "Residential Attachment: Sources of Residential and Community Satisfaction." Journal of Social Issues, 38 (3): 107-99.
30. Ganesh, Jaishankar, Mark J. Arnold, and Kristy E. Reynolds (2000). "Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers." Journal of Marketing, 64, 3 (July): 65-87.
31. Gitleson, Richard J., and John L. Crompton (1984). "Insights into the Repeat Vacation Phenomenon." Annals of Tourism Research, 11 (2): 199-217.
32. Goldenberg, Jacob, Barak Libai, and Eitan Muller (2001). "Talk of the Network: A Complex Systems Look at the Underlying Process of Word-of-Mouth" Marketing Letters, 12 (3): 211-23.
33. Gremler, Dwayne D., Kevin P. Gwinner, and Stephen W. Brown (2001). "Generating Positive Word-of-Mouth Communication through Customer-Employee Relationships" International Journal of Service Industry Management, 12 (1): 44-59.
34. Gross, Michael J., and Graham Brown (2006). "Tourism Experiences in A Lifestyle Destination Setting: The Roles of Involvement and Place Attachment." Journal of Business Research, 59 (6): 696-700.
35. Hailu, Getu, Peter C. Boxall, and Bonita L. McFarlane (2005). "The Influence of Place Attachment on Recreation Demand" Journal of Economic Psychology, 26 (August): 581-98.
36. Hammitt, William, Erik A. Backlund, and Robert D. Bixler (2006). "Place Bonding for Recreation Places: Conceptual and Empirical Development." Leisure Studies, 25 (1): 17-41.
37. Harrill, Rich, and Thomas D. Potts (2003). "Tourism Planning in Historic Districts: Attitudes Toward Tourism Development in Charleston." Journal of the American Planning Association, 69: 233-44.
38. Helm, Sabrina (2003). "Calculating the Value of Customers' Referrals." Managing Service Quality, 13 (2): 124-33.
39. Herr, Paul M., Frank R. Kardes, and John Kim (1991). "Effects of Word-of-Mouth and Product Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective" Journal of Consumer Research, 17 (4): 454-62.
40. Hogan, John E., Katherine N. Lemon, and Barak Libai (2004). "Quantifying the Ripple: Word-of-Mouth and Advertising Effectiveness" Journal of Advertising Research, 44 (3): 271-80.
41. Homburg, Christian, and Annette Giering (2001). "Personal Characteristics as Moderators of the Relationship between Customer Satisfaction and Loyalty - An Empirical Analysis." Psychology and Marketing, 18 (1): 43-66.
42. Hou, Jing-Shoung, Chung-Hsien Lin, and Duarte B. Morais (2005). "Antecedents of Attachment to a Cultural Tourism Destination: The Case of Hakka and Non-Hakka Taiwanese Visitors to Pei-Pu, Taiwan" Journal of Travel Research, 44 (2): 221-33.
43. Huh, Jin, and Muzaffer Uysal (2003). "Satisfaction with Cultural/ Heritage Sites: Virginia Historic Triangle." Journal of Quality Assurance in Hospitality & Tourism, 4 (3-4): 177-94.
44. Hui, Tak Kee, David Wan, and Alvin Ho (2007). "Tourists' Satisfaction, Recommendation and Revisiting Singapore" Tourism Management, 28 (4): 965-75.
45. Jaakson, Reiner (1986). "Second-Home Domestic Tourism" Annals of Tourism Research, 13 (3): 367-91.
46. Kau, Ah Keng, and Pei Shan Lim (2005). "Clustering of Chinese Tourists to Singapore: An Analysis of their Motivations, Values, and Satisfaction." International Journal of Tourism Research, 7 (4-5): 231-48.
47. Keiningham, Timothy L., Bruce Cooil, Tor Wallin Andreassen, and Lerzan Aksoy (2007). "A Longitudinal Examination of Net Promoter and Firm Revenue Growth." Journal of Marketing, 71 (July): 39-51.
48. Kelley, H.H. (1967). "Attribution Theory in Social Psychology." In Nebraska Symposium on Motivation, edited by D. Levine. Lincoln: University of Nebraska Press, pp. 192-238.
49. Kyle, Gerard, Alan Graef, Robert Manning, and James Bacon (2004). "Predictors of Behavioral Loyalty Among Hikers Along the Appalachian Trail." Leisure Sciences, 26 (1): 99-118.
50. Kyle, Gerard, and Andrew J. Mowen (2005). "An Examination of the Leisure Involvement - Agency Commitment Relationship" Journal of Leisure Research, 37 (3): 342-63.
51. Kyle, Gerard, Andrew J. Mowen, Andrew J. Absher, and James D. Havitz (2006). "Commitment to Public Leisure Service Providers: A Conceptual and Psychometric Analysis." Journal of Leisure Research, 38 (1): 78-103.
52. Lankford, Samuel V. (1994). "Attitudes and Perceptions toward Tourism and Rural Regional Development." Journal of Travel Research 32 (3): 35-43.
53. Lankford, Samuel V., and D.R. Howard (1994). "Developing a Tourism Impact Attitude Scale." Annals of Tourism Research 21 (1): 121-39.
54. Laverie, Debra A. (1998). "Motivations for Ongoing Participation in a Fitness Activity." Leisure Sciences, 20 (4): 277-302.
55. Laverie, Debra A., and Dennis B. Arnett (2000). "Factors Affecting Fan Attendance: The Influence of Identity Salience and Satisfaction." Journal of Leisure Research, 32 (2): 225-46.
56. Lee, Charles Changuk (2001). "Predicting Tourist Attachment to Destinations." Annals of Tourism Research, 28 (1): 229-331.
57. Lee, Choong-Ki, Young-Ki Lee, and Bruce E. Wicks (2004). "Segmentation of Festival Motivation by Nationality and Satisfaction." Tourism Management, 24 (1): 61-70.
58. Li, Jessie Wen Jie, and Neil Carr (2004). "Visitor Satisfaction: An Analysis of Mainland Chinese Tourists on the Australian Gold Coast." International Journal of Hospitality & Tourism Administration, 5 (3): 31-48.
59. Liljander, Veronica, and Jan Mattsson (2002). "Impact of Customer Preconsumption Mood on the Evaluation of Employee Behavior in Service Encounters." Psychology and Marketing, 19 (10): 837-60.
60. Matzler, Kurt, and Harald Pechlaner (2001). "Guest Satisfaction Barometer and Benchmarking: Experiences from Austria." Journal of Quality Assurance in Hospitality & Tourism, 2 (3-4): 25-47.
61. Mazursky, David, Priscilla LaBarbera, and Al Aielly (1987). "When Consumers Switch Brands." Psychology and Marketing, 4 (1): 17-30.
62. Meric, Havva J., and Judith Hunt (1998). "Ecotourists' Motivational and Demographic Characteristics: A Case of North Carolina Travelers." Journal of Travel Research, 36 (4): 57-61.
63. Milman, Ady, and Abraham Pizam (1988). "Social Impacts of Tourism on Central Florida." Annals of Tourism Research, 15 (2): 191-204.
64. Mittal, Vikas, and Wagner A. Kamakura (2001). "Satisfaction, Repurchase Intent and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics." Journal of Marketing Research, 38 (1): 131-42.
65. Moore, Roger L., and Alan R. Graefe (1994). "Attachments to Recreation Settings: The Case of Rail-Trail Users" Leisure Sciences, 16 (1): 17-31.
66. Murphy, Laurie (2001). "Exploring Social Interactions of Backpackers." Annals of Tourism Research, 28 (1): 50-67.
67. Nolan, Sidney D., Jr. (1976). "Tourists' Use and Evaluation of Travel Information Sources: Summary and Conclusions." Journal of Travel Research, 14 (3): 6-8.
68. Nyer, Prashanth U. (1997). "A Study of the Relationships Between Cognitive Appraisals and Consumption Emotions" Journal of the Academy of Marketing Science, 25 (Fall): 296-304.
69. Oliva, Terence A., Richard L. Oliver, and Ian C. MacMillan (1992). "A Catastrophe Model for Developing Service Satisfaction Strategies." Journal of Marketing, 56 (3): 83-95.
70. Oliver, Richard L. (1980). "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions" Journal of Marketing Research, 17 (November): 460-69.
71. Oliver, Richard L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. Boston: Richard D. Irwin/McGraw.
72. Panther, Tracy, and Jillian Dawes Farquhar (2004). "Consumer Responses to Dissatisfaction with Financial Service Providers: An Exploration of Why Some Stay While Others Switch." Journal of Financial Services Marketing, 8 (4): 343-53.
73. Perdue, Richard R., Patrick T. Long, and Yong Soon Kang (1999). "Boomtown Tourism and Resident Quality of Life: The Marketing of Gaming to Host Community Residents." Journal of Business Research, 44 (3): 165-77.
74. Petrick, James F. (2004). "Are Loyal Visitors Desired Visitors?" Tourism Management, 25 (4): 463-70.
75. Pretty, Grace H., H.M. Chipuer, and Paul Bramston (2003). "Sense of Place amongst Adolescents and Adults in Two Rural Australian Towns: The Discriminating Features of Identity Place Attachment, Sense of Community and Place Dependence in Relation to Place." Journal of Environmental Psychology, 23 (3): 273-87.
76. Pritchard, Annette, Nigel J. Morgan, Diane Sedgely, and Andrew Jenkins (1998). "Reaching Out to the Gay Tourist: Opportunities and Threats in an Emerging Market Segment." Tourism Management, 19 (3): 273-82.
77. Ranaweera, Chatura, and Jaideep Prabhu (2003). "On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word of Mouth" Journal of Targeting, Measurement and Analysis for Marketing, 12 (September): 82-90.
78. Reed, Americus, II (2002). "Social Identity as a Useful Perspective for Self-Concept-Based Consumer Research." Psychology and Marketing, 19 (3): 235-66.
79. Reichheld, Frederick F. (2003). "The One Number You Need." Harvard Business Review, 81 (December): 46-54.
80. Reichheld, Frederick F. (2006). "The Microeconomics of Customer Relationships." MIT Sloan Management Review, 47 (Winter): 73-78.
81. Richins, Marsha L., and Peter H. Bloch (1991). "Post-Purchase Product Satisfaction" Journal of Business Research, 23 (2): 145-59.
82. Schroeder, Tim (1996). "The Relationship of Residents' Image of Their State as a Tourist Destination and Their Support for Tourism." Journal of Travel Research, 34 (4): 71-73.
83. Seaton, A.V., and Christine Palmer (1997). "Understanding VFR Tourism Behaviour: The First Five Years of the United Kingdom Tourism Survey." Tourism Management, 18 (6): 345-55.
84. Shamir, Boas (1992). "Some Correlates of Leisure Identity Salience: Three Exploratory Studies." Journal of Leisure Research, 24 (4): 301-23.
85. Shinnar, R.S., Cheri, A. Young, and David, L. Corsun (2004). "Las Vegas Locals as Gamblers and Hosts to Visiting Friends and Family: Characteristics and Gaming Behavior." UNLV Gaming Research and Review Journal, 8 (2): 39-48.
86. Silverman, George (2001). How to Trigger Exponential Sales through Runaway Word of Mouth. New York: AMACOM Books.
87. Skogland, Iselin, and Judy A. Siguaw (2004). "Are your Satisfied Customers Loyal?" Cornell Hotel and Restaurant Administration Quarterly, 45 (August): 221-34.
88. Soderlund, Magnus (2002). "Customer Familiarity and Its Effects on Satisfaction and Behavioral Intentions." Psychology and Marketing, 19 (10): 861-79.
89. Speare, Alden (1974). "Residential Satisfaction as an Intervening Variable in Residential Mobility." Demography, 11 (2): 173-88.
90. Spinks, Wendy, Meredith Lawley, and Harold Richins (2005). "Satisfaction with Sunshine Coast Tourist Attractions: The Influence of Individual Visitor Characteristics." Journal of Tourism Studies, 16 (1): 12-23.
91. Stahl, Heinz, Kurt Matzler, and Hans H. Hinterhuber (2003). "Linking Customer Lifetime Value with Shareholder Value." Industrial Marketing Management, 32 (4): 267-79.
92. Stringer, Maurice, Ian M. Cornish, and Cathy Finlay (1991). "Strength of Group Identity and Locational Preference in Northern Ireland." Journal of Social Psychology, 131 (5): 743-45.
93. Stryker, Sheldon (1980). Symbolic Interactionism: A Social Structural Version. Menlo Park, CA: Benjamin/Cummings.
94. Swan, John E., and Richard L. Oliver (1989). "Postpurchase Communications by Consumers." Journal of Retailing, 65 (4): 516-33.
95. Tajfel, Henri (1981). Human Groups and Social Categories: Studies in Social Psychology. Cambridge, UK: Cambridge University Press.
96. Tajfel, Henri (1982). "Social Psychology of Intergroup Relation." Annual Review of Psychology, 33 (1): 1-39.
97. TNT Magazine and Student Uni Travel (2003). "Backpackers Uncovered" http://www.tourism.australia.com/content/Research/ Backpackers_Jan03.pdf (accessed January 3, 2008).
98. Turner, J.C., R.J. Brown, and Henri Tajfel (1979). "Social Comparison and Group Interest in Ingroup Favouritism." European Journal of Social Psychology, 9 (2): 187-204.
99. Turner, J.C., M.A. Hogg, P.J. Oakes, S.D. Reicher, and M.C. Wetherell (1987). Rediscovering the Social Group: A Self-categorization Theory. New York: Basil Blackwell.
100. Turner, J.C., P.J. Oakes, A. Haslam, and C. McGarty (1994). "Self and Collective: Cognition and Social Context." Personality and Social Psychology Bulletin, 20: 454-63.
101. U.S. Travel and Tourism Advisory Board (2006). Restoring American's Travel Brand: National Strategy to Compete for International Visitors. http://www.commerce.gov/opa/press/Secretary_Gutierrez/2006_Releases/ September/TTAB%20National%20Tourism%20Strategy.pdf (accessed January 3, 2008).
102. Wangenheim, Florian V. (2005). "Postswitching Negative Word of Mouth." Journal of Service Research, 8 (1): 67-78.
103. Wangenheim, Florian, and Tomás Bayón (2004). "Satisfaction, Loyalty, and Word of Mouth within the Customer Base of A Utility Provider: Differences between Stayers, Switchers and Referral Switchers" Journal of Consumer Behaviour, 3 (March): 211-20.
104. Westbrook, Robert A., and Richard L. Oliver (1981). "Developing Better Measures of Consumer Satisfaction: Some Preliminary Results." In Advances in Consumer Research, edited by K. B. Monroe. Ann Arbor, MI: Association for Consumer Research, pp. 94-101.
105. Weun, Seungoog, Sharon E. Beatty, and Michael A. Jones (2004). "The Impact of Service Failure Severity on Service Recovery Evaluations and Post-Recovery Relationships" Journal of Services Marketing, 18 (2-3): 133-46.
106. Williams, Daniel R. (2002). "Leisure Identities, Globalization and the Politics of Place." Journal of Leisure Research, 34 (4): 351-67.
107. Williams, Daniel R., M. Patterson, J.W. Roggenbuck, and A.E. Watson (1992). "Beyond the Commodity Metaphor: Examining Emotional and Symbolic Attachment to Place." Leisure Science, 14: 29-46.
108. Williams, Daniel R., and Jerry J. Vaske (2003). "The Measurement of Place Attachment: Validity and Generalizability of A Psychometric Approach." Forest Science, 49 (6): 830-40.
109. Wirtz, Jochen, and Patricia Chew (2002). "The Effects of Incentives, Deal Proneness, Satisfaction and Tie Strength on Word-of-Mouth Behaviour." International Journal of Service Industry Management, 13 (2): 141-62.
110. Wong, Nancy, Eric Rindfleisch, and James E. Burroughs (2003). "Do Reverse-Worded Items Confound Measures in Cross-Cultural Consumer Research? The Case of the Material Values Scale" Journal of Consumer Research, 30 (June): 72-91.
111. Young, Cheri A., David L. Corsun, and Seyhmus Baloglu (2006). "A Taxonomy of Hosts Visiting Friends and Relatives." Annals of Tourism Research, 34 (2): 497-516.
112. Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman (1993). "The Nature and Determinants of Customer Expectations of Service." Journal of the Academy of Marketing Science, 21 (1): 1-12.