No abstract

This study examines the relationships between determinants (i.e., destination image, tourist motivation, and perceived quality), satisfaction, perceived value, complaint, and revisiting a tourist destination. It also explores relationships between three determinants and tourist satisfaction with a moderating role of tourist expenditure (TE) for future re-visitation. The sampling targets were British tourists on holiday in Crete, Greece. We used a componentbased approach using the PLS method to analyze the data. The results of this study show that destination image, tourist motivation, and perceived quality have a significant effect on satisfaction, which subsequently affects tourists' perceived value on a destination, which, in turn, influences the level of complaints and the decision to revisit a tourist destination in the context of British tourists to Crete. Therefore, the results urge tourist destination managers to anticipate tourist satisfaction, perceived value, and complaint when determining revisit for tourist destinations through destination image, tourist motivation, and perceived quality. Furthermore, this study examines the differences between low TE and high TE groups on relationships between three determinants and tourist satisfaction, revealing that the relationships between destination image and satisfaction, between tourist motivation and satisfaction, and between perceived quality and satisfaction are significantly different according to the low TE and high TE groups. Thus, tourist destination marketers should consider TE as a key factor in market segmentation.

Purpose Advances in information communication technologies (ICTs) have changed the tourism distribution channels model, as traditional players continue to disappear or change their business model, while new players and channels emerge because of technological developments. Therefore, this study aims to propose a tourism distribution channels model for European island destinations. Design/methodology/approach Using an exploratory approach, interviews with 34 tourism stakeholders were conducted at ITB Berlin and WTM London in March 2014 and March/November 2016, and analyzed using thematic analysis. Findings The findings revealed that a number of changes have taken place within the distribution channels market over the past six years. The disappearance of incoming travel agents has increased, while new forms of online communication and distribution have appeared. In particular, social media, online review sites and mobile channels play an increasingly important role for hoteliers. Practical implications ICTs change the online landscape for tourist distribution in island destinations, and practitioners should make use of new online channels and be aware of disappearing tourism players to remain competitive. Originality/value First, this paper provides indications for the increased disintermediation in regard to incoming travel agents within the Cretan hospitality and tourism industry. Second, it investigates the issue of tourism distribution channels using a broad range of key tourism and hospitality players to provide a tourism distribution channels model for future reference. Finally, this study offers implications for the development of distribution strategies for tourism businesses and hoteliers in Crete.

Customer journeys in tourism are becoming more complex, often including multiple touch points that can influence expectations, experiences, and travel behaviors. The management of these different interactions is further complicated if tourist destinations face natural or man-made crises (e.g., financial crises, COVID-19). The current research takes a comprehensive look at how negative word-of-mouth (WOM) shapes pre-consumption expectations that drive actual tourist experiences and subsequent satisfaction behaviors. Using partial least squares structural equation modeling (PLS-SEM), findings from 188 tourists confirm the influence of uncontrollable, negative WOM on destination image. Yet an actual, positive experience negates these negative pre-trip influences. Tourism managers are rewarded with satisfied and loyal tourists in response to creating positive experiences even at crisis impacted destinations.

The tourism distribution channels network is extremely complex. In particular, the emergence of technologies; the development of online social networks, online review sites as well as mobile location-based services has added additional channels of distribution. The awareness of new opportunities within the tourism distribution channels is essential for tourism professional in order to remain competitive and successful. Therefore, this study aims to update the tourism distribution channels model within the context of Crete, Greece. Twenty managers from hotels and tour operators were interviewed and the data were analysed using content analysis. Interviewees identified an increased importance of social media and mobile for today's distribution market and the future decreased importance of incoming agents. Instead, the tourism industry has to start focus on Extranet/XML.