IDEAS home Printed from https://ideas.repec.org/a/taf/oabmxx/v9y2022i1p2108584.html
   My bibliography  Save this article

Customer experience and commitment on eWOM and revisit intention: A case of Taladtongchom Thailand

Author

Listed:
  • Wanwisa Paisri
  • Chutima Ruanguttamanun
  • Narissara Sujchaphong

Abstract

This study examines the effects of customer experience on electronic word of mouth (eWOM) and revisit intention and investigates whether commitment mediates the relationship between customer experience, eWOM, and revisit intention in the tourism context. A survey method by using a self-administered questionnaire with a quantitative approach was conducted. Quota sampling was adopted, the data were collected in 12 markets, for a total of 52 questionnaires per market. The total sample sizes are 624 tourists. Structural equation modeling (SEM) is used for data analysis. The results indicate that customer experience has a significant and positive relationship with affective and continuance commitment. Affective commitment mediates the relationship between entertainment and escapist experience and eWOM and revisit intention. The study’s findings the extended role of customer experience and the types of commitment provide meaningful theoretical implications. Hence, managers should focus on customer experience to generate customers’ commitment, positive eWOM, and revisit intention.

Suggested Citation

  • Wanwisa Paisri & Chutima Ruanguttamanun & Narissara Sujchaphong, 2022. "Customer experience and commitment on eWOM and revisit intention: A case of Taladtongchom Thailand," Cogent Business & Management, Taylor & Francis Journals, vol. 9(1), pages 2108584-210, December.
    • Handle: RePEc:taf:oabmxx:v:9:y:2022:i:1:p:2108584
    DOI: 10.1080/23311975.2022.2108584
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/23311975.2022.2108584
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/23311975.2022.2108584?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
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

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


    Cited by:

    1. Maha Hassan Ahmed Salah & Ahmed Hassan Abdou & Thowayeb H. Hassan & Maha Abdul-Moniem Mohammed El-Amin & Adam Basheer Adam Kegour & Hanem Mostafa Mohamed Alboray & Amal Salah Darder Mohamed & Howayda , 2023. "Power of eWOM and Its Antecedents in Driving Customers’ Intention to Revisit: An Empirical Investigation on Five-Star Eco-Friendly Hotels in Saudi Arabia," Sustainability, MDPI, vol. 15(12), pages 1-21, June.

    More about this item

    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:taf:oabmxx:v:9:y:2022:i:1:p:2108584. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Chris Longhurst (email available below). General contact details of provider: http://cogentoa.tandfonline.com/OABM20 .

    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.