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


Author Info

  • Bart Neuts

    (KU Leuven, Belgium)

  • João Romão

    (VU University Amsterdam)

  • Eveline van Leeuwen

    (VU University Amsterdam)

  • Peter Nijkamp

    (VU University Amsterdam)

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    As a result of advances in ICT-services, transportation, and local development, among others, an increasing number of destinations is competing to attract both national and international visitors. Globalisation 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 new opportunities for informing and attracting visitors. This paper examines the potential effects of e-services in an inclusive model of destination loyalty towards the city of Leipzig (Germany). The results of the path analysis indicate possibilities for e-services to increase both satisfaction and loyalty, especially with regard to a number of tourist subgroups.

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    Bibliographic Info

    Paper provided by Tinbergen Institute in its series Tinbergen Institute Discussion Papers with number 13-164/VIII.

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    Date of creation: 11 Oct 2013
    Date of revision:
    Handle: RePEc:dgr:uvatin:20130164

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    Related research

    Keywords: Loyalty; E-services; ICT; Satisfaction; Destination Management;

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    1. Kourtit, K. & Nijkamp, P. & Leeuwen, E.S. van & Bruinsma, F.R., 2011. "Evaluation of cyber-tools in cultural tourism," Serie Research Memoranda 0030, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    2. 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.
    3. Dekimpe, M.G. & Steenkamp, J. & Mellens, M. & Vanden Abeele, P., 1997. "Decline and variability in brand loyalty," Open Access publications from Tilburg University urn:nbn:nl:ui:12-358795, Tilburg University.
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