IDEAS home Printed from https://ideas.repec.org/a/sae/toueco/v19y2013i5p987-1004.html
   My bibliography  Save this article

Describing the Relationships between Tourist Satisfaction and Destination Loyalty in a Segmented and Digitalized Market

Author

Listed:
  • Bart Neuts

    (Department of Earth and Environmental Sciences, KU Leuven, Celestijnenlaan 200E, PO Box 2407, 3001 Leuven, Belgium)

  • João Romão

    (Department of Spatial Economics, VU University Amsterdam, The Netherlands)

  • Eveline van Leeuwen

    (Department of Spatial Economics, VU University Amsterdam, The Netherlands)

  • Peter Nijkamp

    (Department of Spatial Economics, VU University Amsterdam, The Netherlands)

Abstract

As a result of advances in ICT services, transportation and local development, among others, more destinations are competing to attract both national and international visitors. Globalization requires destinations to increase their competitiveness or risk losing out on tourist revenues. While the research into destination competitiveness and tourist loyalty is well founded, recent progress in e-services has opened up new opportunities for informing and attracting visitors. This paper examines the potential effects of e-services in an inclusive model of destination loyalty to the city of Leipzig in Germany. The results of the path analysis indicate possibilities for e-services to increase both satisfaction and loyalty, especially with regard to various tourist subgroups.

Suggested Citation

  • Bart Neuts & João Romão & Eveline van Leeuwen & Peter Nijkamp, 2013. "Describing the Relationships between Tourist Satisfaction and Destination Loyalty in a Segmented and Digitalized Market," Tourism Economics, , vol. 19(5), pages 987-1004, October.
    • Handle: RePEc:sae:toueco:v:19:y:2013:i:5:p:987-1004
    DOI: 10.5367/te.2013.0332
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.5367/te.2013.0332
    Download Restriction: no
    File URL: https://libkey.io/10.5367/te.2013.0332?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Other versions of this item:

    References listed on IDEAS

    as
    1. Eveline S. Van Leeuwen & Peter Nijkamp, 2011. "The importance of e-services in cultural tourism: an application to Amsterdam, Leipzig and Genoa," International Journal of Sustainable Development, Inderscience Enterprises Ltd, vol. 14(3/4), pages 262-289.
    2. Bart Neuts & João Romão & Peter Nijkamp & Eveline Leeuwen, 2013. "Digital destinations in the tourist sector: a path model for the impact of e-services on tourist expenditures in Amsterdam," Letters in Spatial and Resource Sciences, Springer, vol. 6(2), pages 71-80, July.
    3. Karima Kourtit & Peter Nijkamp & Eveline S. Van Leeuwen & Frank Bruinsma, 2011. "Evaluation of cyber-tools in cultural tourism," International Journal of Sustainable Development, Inderscience Enterprises Ltd, vol. 14(3/4), pages 179-205.
    4. Aldebert, Bénédicte & Dang, Rani J. & Longhi, Christian, 2011. "Innovation in the tourism industry: The case of Tourism@," Tourism Management, Elsevier, vol. 32(5), pages 1204-1213.
    5. Lin, Yu-Shan & Huang, Jun-Ying, 2006. "Internet blogs as a tourism marketing medium: A case study," Journal of Business Research, Elsevier, vol. 59(10-11), pages 1201-1205, October.
    6. Eveline van Leeuwen & Peter Nijkamp, 2010. "A Microsimulation Model for E-Services in Cultural Heritage Tourism," Tourism Economics, , vol. 16(2), pages 361-384, June.
    7. Bénédicte Aldebert & Rani Jeanne Dang & Christian Longhi, 2011. "Innovation in the tourism industry : the case of tourism@," Post-Print halshs-00721551, HAL.
    8. Chen, Ching-Fu & Chen, Fu-Shian, 2010. "Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists," Tourism Management, Elsevier, vol. 31(1), pages 29-35.
    9. Chang, Grace & Caneday, Lowell, 2011. "Web-based GIS in tourism information search: Perceptions, tasks, and trip attributes," Tourism Management, Elsevier, vol. 32(6), pages 1435-1437.
    10. Eveline van Leeuwen & Peter Nijkamp, 2011. "Importance of E-services for Cultural Tourism," Tinbergen Institute Discussion Papers 11-109/3, Tinbergen Institute.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Hiromi Kamata & Yuki Misui, 2015. "Why Do They Choose a SPA Destination? The Case of Japanese Tourists," Tourism Economics, , vol. 21(2), pages 283-305, April.
    2. Milićević Snežana & Petrović Jelena & Đorđević Nataša, 2020. "ICT as a factor of destination competitiveness: The case of the republics of former Yugoslavia," Management & Marketing, Sciendo, vol. 15(3), pages 381-392, September.
    3. Quang Linh Huynh, 2018. "A Thorough Assessment of the Causal Relationship from Tourist Satisfaction to Destination Loyalty: A Study in Tra Vinh," International Journal of Economics and Financial Issues, Econjournals, vol. 8(2), pages 191-197.
    4. Ikechukwu O Ezeuduji & Kirsti Lee November & Chelsea Haupt, 2016. "Tourist Activity and Destination Brand Perception: The Case of Cape Town, South Africa," Journal of Economics and Behavioral Studies, AMH International, vol. 8(4), pages 156-168.
    5. Marina Laškarin Ažiæ & Jasmina Dlaèiæ & Natali Suštar, 2020. "Loyalty trends and issues in tourism research," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 26(1), pages 133-155, June.
    6. Hoonsawat Ratidanai, 2016. "Information Searching: The Case of Tourism Promoted Through the Internet," Global Economy Journal, De Gruyter, vol. 16(1), pages 33-47, March.
    7. Jamie Chen, 2015. "Demand Determinants of Cruise Tourism in Competitive Markets: Motivation, Preference, and Intention," ERSA conference papers ersa15p1190, European Regional Science Association.
    8. Jarvis, Diane & Stoeckl, Natalie & Liu, Hong-Bo, 2016. "The impact of economic, social and environmental factors on trip satisfaction and the likelihood of visitors returning," Tourism Management, Elsevier, vol. 52(C), pages 1-18.
    9. Jamie M. Chen & Bart Neuts & Peter Nijkamp & Jingjing Liu, 2016. "Demand Determinants of Cruise Tourists in Competitive Markets: Motivation, Preference and Intention," Tourism Economics, , vol. 22(2), pages 227-253, April.
    10. Balci, Gökcay, 2021. "Digitalization in container shipping: Do perception and satisfaction regarding digital products in a non-technology industry affect overall customer loyalty?," Technological Forecasting and Social Change, Elsevier, vol. 172(C).
    11. Ratidanai Hoonsawat, 2016. "Information Searching: The Case of Tourism Promoted Through the Internet," Global Economy Journal (GEJ), World Scientific Publishing Co. Pte. Ltd., vol. 16(1), pages 33-47, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Bart Neuts & João Romão & Peter Nijkamp & Eveline Leeuwen, 2013. "Digital destinations in the tourist sector: a path model for the impact of e-services on tourist expenditures in Amsterdam," Letters in Spatial and Resource Sciences, Springer, vol. 6(2), pages 71-80, July.
    2. João Romão & Eveline van Leeuwen & Bart Neuts & Peter Nijkamp, 2015. "Tourist Loyalty and Urban E-Services: A Comparison of Behavioral Impacts in Leipzig and Amsterdam," Journal of Urban Technology, Taylor & Francis Journals, vol. 22(2), pages 85-101, April.
    3. Souto, Jaime E., 2015. "Business model innovation and business concept innovation as the context of incremental innovation and radical innovation," Tourism Management, Elsevier, vol. 51(C), pages 142-155.
    4. Christian Longhi & Sylvie Rochhia, 2015. "Long tails in the tourism industry : towards knowledge intensive service suppliers," Working Papers halshs-01248302, HAL.
    5. Martínez-Román, Juan A. & Tamayo, Juan A. & Gamero, Javier & Romero, José E., 2015. "Innovativeness and business performances in tourism SMEs," Annals of Tourism Research, Elsevier, vol. 54(C), pages 118-135.
    6. Altintas, Gulsun & Ambrosini, Véronique & Gudergan, Siegfried, 2022. "MNE dynamic capabilities in (un)related diversification," Journal of International Management, Elsevier, vol. 28(1).
    7. Raisi, Hossein & Baggio, Rodolfo & Barratt-Pugh, Llandis & Willson, Gregory, 2020. "A network perspective of knowledge transfer in tourism," Annals of Tourism Research, Elsevier, vol. 80(C).
    8. Tsai, Chieh-Yuan & Chang, Hui-Ting & Kuo, Ren Jieh, 2017. "An ant colony based optimization for RFID reader deployment in theme parks under service level consideration," Tourism Management, Elsevier, vol. 58(C), pages 1-14.
    9. Jeou-Shyan Horng & Chung-Jen Wang & Chih-Hsing Liu & Sheng-Fang Chou & Chang-Yen Tsai, 2016. "The Role of Sustainable Service Innovation in Crafting the Vision of the Hospitality Industry," Sustainability, MDPI, vol. 8(3), pages 1-18, March.
    10. Foris Diana & Matei Cristina-Alexandra & Foris Tiberiu, 2021. "Exploring Solutions and the Role of GDS Technology in Crossing the Current Pandemic Context in Tourism," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 11(1), pages 91-101, December.
    11. Christian Longhi & Marcello M. Mariani & Sylvie Rochhia, 2016. "Sharing and Tourism: The Rise of New Markets in Transport," GREDEG Working Papers 2016-01, Groupe de REcherche en Droit, Economie, Gestion (GREDEG CNRS), Université Côte d'Azur, France.
    12. Zrinka Marusic & Ana Aleksic & Mirjana Pejic Bach & Mislav Ante Omazic & Jovana Zoroja, 2019. "Determinants of Innovation in Hotel and Travel Agency Service Industry: Impact of Information and Communication Technologies and Enterprise Readiness," Interdisciplinary Description of Complex Systems - scientific journal, Croatian Interdisciplinary Society Provider Homepage: http://indecs.eu, vol. 17(1-B), pages 209-225.
    13. Cobo-Soler, Saúl & Fernández-Alcantud, Andrés & López-Morales, José María & Santamaría-García, Marta, 2018. "Public support for entrepreneurship, human capital and talent in the context of Spanish tourism," INVESTIGACIONES REGIONALES - Journal of REGIONAL RESEARCH, Asociación Española de Ciencia Regional, issue 42, pages 53-74.
    14. Sheng-Fang Chou & Jeou-Shyan Horng & Chih-Hsing Liu & Yung-Chuan Huang & Yu-Chun Chung, 2016. "Expert Concepts of Sustainable Service Innovation in Restaurants in Taiwan," Sustainability, MDPI, vol. 8(8), pages 1-19, August.
    15. Angelo Presenza & Antonio Messeni Petruzzelli & Angelo Natalicchio, 2019. "Business Model Innovation for Sustainability. Highlights from the Tourism and Hospitality Industry," Sustainability, MDPI, vol. 11(1), pages 1-5, January.
    16. Zhang, Shu-Ning & Li, Yong-Quan & Liu, Chih-Hsing & Ruan, Wen-Qi, 2021. "Does live performance play a critical role in building destination brand equity — A mixed-method study of “Impression Dahongpao"," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    17. repec:aud:audfin:v:20:y:2018:i:48:p:438 is not listed on IDEAS
    18. Dalia Streimikiene & Biruta Svagzdiene & Edmundas Jasinskas & Arturas Simanavicius, 2021. "Sustainable tourism development and competitiveness: The systematic literature review," Sustainable Development, John Wiley & Sons, Ltd., vol. 29(1), pages 259-271, January.
    19. Oltean Flavia Dana, 2013. "An Empirical Research Regarding Information Technology in Hospitality Industry: A Case Study from Mures County," Journal of Knowledge Management, Economics and Information Technology, ScientificPapers.org, vol. 3(6), pages 1-8, December.
    20. Sonia Cruz-Ros & Diana L. Guerrero-Sánchez & Maria-Jose Miquel-Romero, 2021. "Absorptive capacity and its impact on innovation and performance: findings from SEM and fsQCA," Review of Managerial Science, Springer, vol. 15(2), pages 235-249, February.
    21. Canh Phuc Nguyen & Christophe Schinckus & Thanh Dinh Su, 2020. "Economic policy uncertainty and demand for international tourism: An empirical study," Tourism Economics, , vol. 26(8), pages 1415-1430, December.

    More about this item

    Keywords

    destination loyalty; e-services; ICT; tourist satisfaction; destination management;
    All these keywords.

    JEL classification:

    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:toueco:v:19:y:2013:i:5:p:987-1004. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.