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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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    Cited by:

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    2. 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).
    3. 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).
    4. 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.

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