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Tourist expectations and perception of service providers: a Brazilian perspective

Author

Listed:
  • Mariana Marques Lima

    (Fucape Business School)

  • Emerson Wagner Mainardes

    (Fucape Business School
    NECE-UBI (Research Centre for Business Sciences))

  • Ricardo Gouveia Rodrigues

    (NECE-UBI (Research Centre for Business Sciences)
    Universidade da Beira Interior
    Abrideias, Faculdade Ciências Sociais e Humanas)

Abstract

This research studies the formation of tourist expectations around a tourist destination and the existence of a knowledge gap between this group and perceptions of tourism service providers. We propose a five-construct theoretical model: tourism expectations, destination image, social media, word-of-mouth communication and past experiences. We thus implemented two questionnaires, with tourists (n = 373) and with tourism service providers (n = 460). Structural equation modelling results identify social media and destination image as influencing visitors’ expectations, and that this image arises out of word-of-mouth communication and tourists’ past experiences. The results also indicate that local actors may be neglecting the influence of word-of-mouth destination recommendations and the relationship between the destination image and the prevailing expectations.

Suggested Citation

  • Mariana Marques Lima & Emerson Wagner Mainardes & Ricardo Gouveia Rodrigues, 2020. "Tourist expectations and perception of service providers: a Brazilian perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 131-166, March.
    • Handle: RePEc:spr:svcbiz:v:14:y:2020:i:1:d:10.1007_s11628-019-00406-4
    DOI: 10.1007/s11628-019-00406-4
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    3. Anne-Marie Lebrun & Roxane Corbel & Patrick Bouchet, 2022. "Impacts of Covid-19 on travel intention for summer 2020: a trend in proximity tourism mediated by an attitude towards Covid-19," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 469-501, September.
    4. Jesús J. Cambra-Fierro & María Fuentes-Blasco & Rocío Huerta-Álvarez & Ana Olavarría, 2021. "Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 467-491, September.

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