Tourism Destinations: Antecedents to Customer Satisfaction and Positive Word-of-Mouth

Journal of Hospitality Marketing and Management

Volumn 23, Issue 8, 2014, Pages 833-864

  Abubakar, Binta ^a   Mavondo, Felix ^b  

^a PAPUA NEW GUINEA UNIVERSITY OF TECHNOLOGY   (Papua New Guinea)

^b MONASH UNIVERSITY   (Australia)

Author keywords

customer satisfaction; positive word of mouth; recommending; service experience; servicescape; tourism destination

Indexed keywords

EID: 84908043347     PISSN: 19368623     EISSN: 19368631     Source Type: Journal    
DOI: 10.1080/19368623.2013.796865     Document Type: Article

References (91)

1. Anderson, E. W., Fornell, C., & Rust, R. T. (1998). Customer satisfaction, productivity, and profitability: differences between goods and services. Marketing Science, 6(2), 129–145.
2. Babin, B. J., & Boles, J. S. (1998). Employee behavior in service environments: A model and test of potential differences between men and women. Journal of Marketing, 42(2), 77–91.
3. Bagozzi, R. P. (1992). The self-regulation of attitudes, intentions, and behavior. Social Psychology Quarterly, 55(2), 178–204.
4. Baker, J. (1986). The role of environment in marketing services. The consumer perspective. In J. A. Czepeil, C. A. Congram, & J. Shanahan (Eds.), The services challenge integrating for competitive advantage (pp. 79–84). Chicago, IL: Chicago American Marketing Association.
5. Baker, J., & Cameron, M. (1996). The effect of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions. Journal of the Academy of Marketing Science, 24(4), 338–349.
6. Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management,17(1), 99–120.
7. Bello, D. C., & Etzel, M. J. (1985). The role of novelty in the pleasure travel experience. Journal of Travel Research, 24(1), 20–26.
8. Bettencourt, L. A., & Gwinner, K. (1996). Customization of the frontline employee. International Journal of Service Industry Management, 7(2), 3–20.
9. Bitner, M. J. (1992). Servicescape: The impact of physical surroundings on customer and employees. Journal of Marketing, 56(2), 57–72.
10. Bitner, M. J. (1990). Evaluating service encounters: the effect of physical surroundings and employee responses. Journal of Marketing, 54(2), 69–82.
11. Bitner, M. J., Boom, B. H., & Tetreault, M. S. (1990). The service encounter diagnosing favourable and unfavourable incidents. Journal of Marketing, 54(1), 71–84.
12. Bloch, P. H., Bush, R. F., & Campbell, L. (1994). Consumer? Accomplices? In product counterfeiting: A demand side investigation. Journal of Consumer Marketing, 10(4), 27–26.
13. Bolton, R. N., & Drew, J. H. (1994). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17(2), 375–384.
14. Campo-Martınez, S., Garau-Vadell, J. B., & Martınez-Ruiz, M. P. (2010). Factors influencing repeat visits to a destination: the influence of group composition. Tourism Management, 31(6), 862–870.
15. Caplan, T., & Thomas, H. (1995). Safety and comfort, content and process: Facilitating open group Work with men who batter. Social Work with Groups, 18(2), 33–51.
16. Cohen, S., & Weinstein, N. (1981). Nonauditory effects of noise on behaviour and health. Journal of Social Issues, 37(1), 36–63.
17. Congram, C. A., & Friedman, M. L. (1991). The AMA handbook of marketing for services industries. New York, NY: AMCON, American Management Association.
18. Cronin, J. J., Jr., & Taylor, S. A. (1992). Measuring service quality: A reexamination extension Journal of Marketing, 56(3), 55–68.
19. Daniels, S. (2000). Customer value management. Work Study, 49(2), 67.
20. Dann, G. M. S. (1977). Anomie, ego-enhancement and tourism. Annals of Tourism Research, 4(4), 184–194.
21. Davidow, M. (2003). Have you heard the word? The effect of word of mouth on perceived justice satisfaction, and repurchase intention following complaint handling. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 67–80.
22. Day, G. S. (1994). The capabilities of market-driven organizations. Journal of Marketing, 58, 37–52.
23. Diener, E., & Fujita, F. (1995). Resources, personal strivings, and subjective well-being: A nomothetic and idiographic approach. Journal of Personality and Social Psychology, 68, 926–935.
24. Dobni, C. B., & Luffman, G. (2000). Market orientation and market strategy profiling: An empirical test of environment-behaviour-action coalignment and its performance implications. Management Decision, 38(8), 503–522.
25. Edvardsson, B., & Gustavsson, B. (2003). Quality in the work environment: A prerequisite for success in new service environment. Managing Service Quality, 13(2), 148–163.
26. Evans, G., & Lepore, S. (1992). Conceptual and analytical issues in crowding research. Journal of Environmental Psychology, 12(2), 163–173.
27. Fiebelkorn, S. L. (1985). Retail service encounter satisfaction: Model and measurement. In J. A. Czepiel, M. R. Solomon, & C. F. Surprenant (Eds.), Service encounter (pp. 181–193). Lexington, MA: D.C. Heath and Company.
28. Fluck, S. A., Harrigan, J. A., & Brindley, J. (2001). Children and young adults’ recognition of anxiety. Journal of Nonverbal Behaviour, 25(2), 127–146.
29. Fornell, C., & Larcker, D. F. (1981). Structural equation model and unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382–388.
30. Foxall, G., & Greenley, G. (1998). The affective structure of consumer situations. Environment and Behavior, 30(6), 781–799.
31. Gahagan, J. (1984). Social interaction and its management. London, England; New York, NY: Methuen.
32. Goulding, C. (2000). The museum environment and the visitor experience. European Journal of Marketing, 34(3/4), 261–278.
33. Gremler, D. D., Gwinner, K. P., & Brown, S. W. (2001). Generating positive word-of-mouth communication through customer−employee relationship. International Journal of Service Industries Management, 12(1), 44–59.
34. Grove, S. J., & Fisk, R. P. (1997). The impact of other customers on service experiences: A critical incident examination of “getting along.” Journal of Retailing, 73(1), 63–85.
35. Grove, S. J., Fisk, R. P., & Dorsch, M. J. (1998). Assessing the theatrical components of the service encounter: A cluster analysis examination. The Service Industries Journal, 18(3), 116–134.
36. Halpern, D. (1995). Mental health and the built environment: More than bricks and mortar. London, England: Taylor & Francis.
37. Han, H., & Back, K. (2007). Investigating the effect of consumption emotions on customer satisfaction and repeat visit intentions in the lodging industry. Journal of Hospitality Marketing & Management, 15(3), 5–30.
38. Huang, W.-H. (2010). Other-customer failure: Effects of perceived employee effort and compensation on complainer and non-complainer service evaluations. Journal of Service Management, 21(2), 191–211.
39. Huselid, M. A., Jackson, S. E., & Schuler, R. S. (1997). Technical and strategic human resource management effectiveness as determinants of firm performance. Academy of Management Journal, 40(1), 171–188.
40. Hsu, C. H. C., & Huang, S. (2007). Travel motivations: A critical review of the concept’s development. In A. Woodside & D. Martin (Eds.), Tourism management: Analysis, behaviour and strategy (pp. 14–27). Cambridge, MA: CAB International.
41. Kim, H. J. (2011). Service orientation, service quality, customer satisfaction, and customer loyalty: Testing a structural model. Journal of Hospitality Marketing & Management, 20(6), 619–637.
42. Larsen, S., Brun, W., & Ogaard, T. (2009). What tourists worry about: construction of a scale measuring tourist worries? Tourism Management, 30(2), 260–265.
43. Lazarus, R. S. (1991). Emotion and adaptation. New York, NY: Oxford University Press.
44. Lin, I. Y. (2004). Evaluating a servicescape: The effect of cognition and emotion. International Journal of Hospitality Management, 23(2), 163–178.
45. Lin, I. Y. (2010). The combine effect of color and music on customer satisfaction in hotel bars. Journal of Hospitality Management, 19(1), 22–37.
46. Lin, I. Y., & Mattila, A. (2011). Restaurant servicescape, service encounter method, and perceived congruency on customers emotions and satisfaction. Journal of Hospitality Marketing and Management, 19(8), 819–841.
47. Lindell, M. K., & Whitney, D. J. (2001). Accounting for common method variance in cross-sectional research designs. Journal of Applied Psychology, 86(1), 114–121.
48. Machleit, K. A., Eroglu, S. A., & Mantel, S. P. (2000). Perceived retail crowding and shopping satisfaction: What modifies his relationship? Journal of Consumer Psychology, 9(1), 29–42.
49. Malhotra, N. K., Kim, S. S., & Patil, A. (2006). Common method variance in IS research: A comparison of alternative approaches and a reanalysis of past research. Management Science, 52(12), 1865–1883.
50. McGehee, N. G., Loker-Murphy, L., & Uysal, M. (1996). The Australian international pleasure travel market: Motivations from a gendered perspective. The Journal of Tourism Studies, 7(1), 45–57
51. Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. Cambridge, MA: M.I.T. Press.
52. Melbourne Aquarium. (2011). Retrieved from www.melbourneaquarium.com.au
53. Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 82(2), 116–126.
54. Ng, S., David, M. E., & Dagger, T. S. (2011). Generating positive word-of-mouth in the service experience. Managing Service Quality, 21(2), 133–151.
55. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York, NY: McGraw-Hill
56. Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3), 418–430.
57. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 201–300.
58. Petrick, J. F. (2004). Are loyal visitor’s desired visitors? Tourism Management, 25(4), 463–470.
59. Philip Island Nature Park. (2011). Retrieved from www.penguins.org.au/
60. Prayag, G., & Ryan, C. (2011). The relationship between the “push” and “pull” factors of a tourist destination: The role of nationality e an analytical qualitative research approach. Current Issues in Tourism, 14(2), 1–25.
61. Prebensen, N. K., & Foss, L. (2011). Coping and co-creating in tourist experiences. International Journal of Tourism Research, 13(1), 54–67.
62. Price, L. L., Arnould, E. J., & Thierney, P. (1995). Going to extremes: Managing services encounters and assessing provider performance. Journal of Marketing, 59(1), 83–97.
63. Puffing Billy. (2011). Retrieved from www.puffingbilly.com.au
64. Reid, L. J., & Reid, S. D. (1993). Communicating tourism suppliers: Services building repeat visitor relationships. Journal of Travel and Tourism Marketing, 2(2/3), 3–20.
65. Reisinger, Y., & Mavondo, F. (2005). Travel anxiety and intentions to travel internationally: Implications of travel risk perception. Journal of Travel Research, 43(3), 212–225.
66. Rust, R. T., & Oliver, R. L. (1994). Service quality: Insights and managerial implications from the frontier. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 1–19). Thousand Oaks, CA: Sage.
67. Schactel, E. G. (1959). Metamorphosis: On the development of affect, perception, attention and memory. New York, NY: Basic Books.
68. Scott, N., Laws, E., & Boksberger, P. (2009). The Marketing of hospitality and experiences. Journal of Hospitality Marketing & Management, 18(2/3), 99–110.
69. Shostack, G. L. (1984). Designing services that deliver. Harvard Business Review, 62(1), 133–139.
70. Simmons, R. G. (2001). Comfort with the self. In T. J. Owens, S. Stryker, & N. Goodman (Eds.), Extending self-esteem theory and research: Sociological and psychological currents (pp. 198–222). Cambridge, England: Cambridge University Press.
71. Skandrani, H., Mouelhi, N. B. D., & Malek, F. (2011). Effect of store atmospherics on employees’ reactions. International Journal of Retail and Distribution Management, 39(1), 51–67.
72. Smith, A. K., & Bolton, R. N. (1998). An experimental investigation of customer reactions to service failure and recovery encounters: Paradox or peril? Journal of Service Research, 1(1), 65–81.
73. Spake, D. F., Beatty, S. E., Brockman, B. K., & Crutchfield, T. N. (2003). Consumer comfort in service relationships: Measurement and importance. Journal of Service Research, 5(4), 316–332.
74. Spielberger, C. D. (1966/1973). Theory and research on anxiety. New York, NY: Academic Press.
75. Solnet, D., Kandampully, J., & Kralj, J. A. (2010). Legends of service excellence: The habits of seven highly effective hospitality companies. Journal of Hospitality Marketing & Management, 19, 889–908.
76. Stoltman, J. J., Gentry, J. W., & Anglin, K. A. (1991). Shopping choices: The case of mall choice. In R. H. Holman & M. R. Solomon (Eds.), Advances in consumer research (pp. 434–440). Provo, UT: Association for Consumer Research.
77. Sundstrom, E. (1994). Workplace environmental psychology. In International Encyclopedia of the Social & Behavioral Sciences. Philadelphia, PA: Elsevier Science Ltd.
78. Sweeney, J. C., Soutar, G. N., & Mazzarol, T. (2008). Factors influencing word of mouth effectiveness: Receiver perspectives. European Journal of Marketing, 42(3/4), 344–367.
79. Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998) Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62(2), 60–76.
80. Tonge, J., & Moore, S. A. (2007). Importance-satisfaction analysis for marine-park hinterlands: A Western Australia case study. Tourism Management, 28(3), 768–776.
81. Tsiros, M., & Mittal, V. (2000). Regret: A model of its antecedents and consequences in consumer decision making. Journal of Consumer Research, 26(4), 401–417.
82. Victoria State Government. (2012). Department of sustainability and environment. Retrieved from http://www.dse.vic.gov.au/property-titles-and-maps/managing-crown-land/managing-crown-land-fact-sheets/managing-crown-land-fact-sheet-committees-of-managmentandreserve
83. Wakefield, K. L., & Baker, J. (1998). Excitement at the mall: Determinants and effects on shopping Response. Journal of Retailing, 74, 515–539.
84. Walter, U., Edvardsson, B., & Ostrom, A., (2010). Drivers of customers’ service experiences: A study in the restaurant industry. Managing Service Quality, 20(3), 236–258.
85. Webb, D., Webster, C., & Krepapa, A. (2000). An exploration of the meaning and outcomes of a customer-defined market orientation. Journal of Business Research, 48(2), 101–112.
86. Westbrook, R. A. (1987). Product/consumption-based affective responses and post-purchase processes. Journal of Marketing Research, 24(3), 258–270.
87. Wirtz, J., Mattila, A. S., & Tan, R. L. P. (2000). The moderating role of target-arousal on the impact of affect on satisfaction-an examination in the context of service experiences. Journal of Retailing, 76(3), 347–365.
88. Wooten, D. B. (2000). Qualitative steps towards and expanded model of anxiety in gift-giving. Journal of Consumer Research, 27(1), 84–95.
89. Zabkar, V., Brencic, M. M., & Dmitrov, T. (2010). Modelling perceived quality, visitor satisfaction and behavioural intentions at the destination level. Tourism Management, 31(4), 537–546.
90. Yoon, Y., & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: A structural model. Tourism Management, 26(1), 45–56.
91. Zeelenberg, M., & Pieters, R. (2004). Beyond valence in customer dissatisfaction a review and new findings on behavioral responses to regret and disappointment in failed services. Journal of Business Research, 57(4), 445–455.