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Experiential dimensions and their influence on behavioral intentions within the context of nature-based tourism

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  • Marios Sotiriadis

    (Department of Entrepreneurship, Transport, Tourism and Logistics Management, University of South Africa, Pretoria, South Africa)

Abstract

Purpose – This paper aims at investigating the customers’ experience in nature-based attractions and its influence on post consumption behavior. Design – The study uses two theoretical frameworks (experience economy and behavioural intentions) to investigate the determining dimensions of the wildlife experience to customer satisfaction, and the relationships between the wildlife experience and the behavioural intentions. Approach – The research develops an explanatory framework of consumer experience that measures the four dimensions and their relative influence on satisfaction, perceived service quality and behavioral intentions. Methodology – The proposed research framework was empirically tested by implying a quantitative research and the technique of convenience sampling to customers of Game Reserves in Republic of South Africa. Findings – The results indicate that the experience framework constitutes a valid tool for the study of wildlife experiences. In the context of nature-based tourism the experiential dimensions which influence the perceived service quality and customers’ satisfaction are escapism and esthetics. There is also a strong correlation between wildlife experience and post consumption behavioural intentions, especially for word-of-mouth and repurchase intention. Originality – The research extends existing theory by incorporating new elements and empirically investigating them within a new context. It is the first empirical study that investigates the experiential dimensions within the context of nature-based tourism and customers’ behavioural intentions. It develops an explanatory framework of customer experience that measures the four dimensions, their relationship with experience outcomes (satisfaction and perceived service quality) and their relative influence on behavioural intentions.

Suggested Citation

  • Marios Sotiriadis, 2017. "Experiential dimensions and their influence on behavioral intentions within the context of nature-based tourism," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 23(1), pages 35-50, May.
    • Handle: RePEc:tho:journl:v:23:y:2017:n:1:p:35-50
    DOI: 10.20867/thm.23.1.7
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    References listed on IDEAS

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    1. Rajagopal, 2015. "Consumer Value Management," Palgrave Macmillan Books, in: The Butterfly Effect in Competitive Markets, chapter 5, pages 119-143, Palgrave Macmillan.
    2. Chen, Shu-Ching, 2015. "Customer value and customer loyalty: Is competition a missing link?," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 107-116.
    3. B. Larivière & B. Cooil & L. Aksoy & T. L. Keiningham, 2011. "Does Satisfaction Matter More if a Multichannel Customer Is also a Multicompany Customer?," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 11/699, Ghent University, Faculty of Economics and Business Administration.
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    Cited by:

    1. Jessica Patroni Author-Email: Jessica.Patroni@Murodch.edu.au Author-Workplace-Name: Harry Butler Institute Centre for Sustainable Aquatic Ecosystems, Murdoch, Western Australia & David Newsome & David, 2019. "Reflecting on the human dimensions of wild dolphin tourism in marine environments," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 25(1), pages 141-160, May.

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    More about this item

    Keywords

    Customer experience; experiential dimensions; nature-based attractions; perceived service quality; behavioral intentions;
    All these keywords.

    JEL classification:

    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

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