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Image effect on customer-centric measures of performance

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  • Park, Sangwon
  • Nicolau, Juan L.

Abstract

This study analyzes the effect of the difference between the pre-trip image of a destination and the post-trip image on, for the first time, two key elements of traveler behavior, which in turn are two customer-centric measures of destination performance: travel satisfaction and intention to revisit a destination. While the literature on the analysis of destination image has been prolific, the intricacies of the effects of changes in destination image on traveler behaviors remain unexplored, behaviors whose relevance is still greater when they show destination performance indicators. Based on the concepts of the zone of tolerance (derived from the service quality model) and loss aversion (from prospect theory), we explain the differential asymmetric effects of variation in destination image on intention to revisit and satisfaction, based on a sample of 12,024 individuals. Critical implications for destination marketing organizations are provided.

Suggested Citation

  • Park, Sangwon & Nicolau, Juan L., 2019. "Image effect on customer-centric measures of performance," Annals of Tourism Research, Elsevier, vol. 76(C), pages 226-238.
    • Handle: RePEc:eee:anture:v:76:y:2019:i:c:p:226-238
    DOI: 10.1016/j.annals.2019.04.007
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    References listed on IDEAS

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    1. Chen, Kuan-Yu, 2014. "Improving importance-performance analysis: The role of the zone of tolerance and competitor performance. The case of Taiwan's hot spring hotels," Tourism Management, Elsevier, vol. 40(C), pages 260-272.
    2. Daniel Kahneman & Amos Tversky, 2013. "Prospect Theory: An Analysis of Decision Under Risk," World Scientific Book Chapters, in: Leonard C MacLean & William T Ziemba (ed.), HANDBOOK OF THE FUNDAMENTALS OF FINANCIAL DECISION MAKING Part I, chapter 6, pages 99-127, World Scientific Publishing Co. Pte. Ltd..
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    4. Sungho Park & Sachin Gupta, 2012. "Handling Endogenous Regressors by Joint Estimation Using Copulas," Marketing Science, INFORMS, vol. 31(4), pages 567-586, July.
    5. Levin, Irwin P & Gaeth, Gary J, 1988. "How Consumers Are Affected by the Framing of Attribute Information before and after Consuming the Product," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 15(3), pages 374-378, December.
    6. Kock, Florian & Josiassen, Alexander & Assaf, A. George, 2016. "Advancing destination image: The destination content model," Annals of Tourism Research, Elsevier, vol. 61(C), pages 28-44.
    7. Juan L. Nicolau, 2008. "Testing reference dependence, loss aversion and diminishing sensitivity in Spanish tourism," Investigaciones Economicas, Fundación SEPI, vol. 32(2), pages 231-255, May.
    8. Park, Sangwon & Nicolau, Juan L., 2015. "Asymmetric effects of online consumer reviews," Annals of Tourism Research, Elsevier, vol. 50(C), pages 67-83.
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    Cited by:

    1. Ezzi Ferdaws & Jarboui Anis & Zouari-Hadiji Rim, 2020. "CSR categories and R&D investment: the moderating role of Managerial emotional intelligence," Management & Marketing, Sciendo, vol. 15(1), pages 17-37, March.
    2. Cui, Rui & Huang, Songshan (Sam) & Chen, Honglin & Zhang, Qiqi & Li, Zhiyong, 2020. "Tourist inertia in satisfaction-Revisit relation," Annals of Tourism Research, Elsevier, vol. 82(C).
    3. Mariusz Szubert & Witold Warcholik & Michał Żemła, 2021. "The Influence of Elements of Cultural Heritage on the Image of Destinations, Using Four Polish Cities as an Example," Land, MDPI, vol. 10(7), pages 1-21, June.
    4. Agag, Gomaa & Durrani, Baseer Ali & Shehawy, Yasser Moustafa & Alharthi, Majed & Alamoudi, Hawazen & El-Halaby, Sherif & Hassanein, Ahmed & Abdelmoety, Ziad H., 2023. "Understanding the link between customer feedback metrics and firm performance," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).

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