An analysis of first-time and repeat-visitor destination images through the prism of the three-factor theory of consumer satisfaction
The study examines first-time and repeat-visitor primary destination images through the prism of the three-factor theory of consumer satisfaction to expose the positive-negative asymmetry of their relationship with overall visitor satisfaction and word-of-mouth recommendation, and the differential i...
| Autores: | , , , |
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| Tipo de recurso: | artículo |
| Estado: | Versión aceptada para publicación |
| Fecha de publicación: | 2020 |
| País: | España |
| Institución: | Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya) |
| Repositorio: | Recercat. Dipósit de la Recerca de Catalunya |
| OAI Identifier: | oai:recercat.cat:10256/24144 |
| Acceso en línea: | http://hdl.handle.net/10256/24144 |
| Access Level: | acceso abierto |
| Palabra clave: | Turisme Tourism Turisme -- Màrqueting Tourism -- Marketing |
| Sumario: | The study examines first-time and repeat-visitor primary destination images through the prism of the three-factor theory of consumer satisfaction to expose the positive-negative asymmetry of their relationship with overall visitor satisfaction and word-of-mouth recommendation, and the differential impact of factor type on first-time visitors and repeaters. It also subdivides repeat visitors on the basis of revisit frequency to reveal significant differences between repeater subgroups and between first-time visitors and high-frequency repeaters, which have been overlooked in previous research. Combining this theoretical approach with the examination of repeater heterogeneity has revealed the criticality of the destination's basic and performance factors; the former are potentially critical constraints on re-visitation for the large majority of visitors, while many of the latter have a positive impact on satisfaction and visitor recommendation but also have a disproportionately greater negative impact when their performance is poor. Recommendations are made for the management and marketing of the destination's image attributes in line with first-time visitor and repeater requirements |
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