Brand and Competitiveness in Health and Wellness Tourism

Santos, Eleonora; Crespo, Cátia Fernandes; Moreira, Jacinta; Castanho, Rui Alexandre

doi:10.1007/978-3-031-26829-8_44

Cited by 5 publications

(1 citation statement)

References 33 publications

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“…In the tourism sector, the application of this concept, through interaction between the provider and the customer, can trigger unique or personalized experiences, leading to higher satisfaction levels. Service providers aim to achieve this as one of their main objectives as reputation and profitability are directly linked [7]. When there is a co-creation process with the customer, it is expected to meet their needs and provide memorable experiences, leading to positive recommendations and an increased intention to revisit.…”

Section: Introductionmentioning

confidence: 99%

Customer Co-Creation on Revisiting Intentions: A Focus on the Tourism Sector

Monteiro,

Franco,

Meneses

et al. 2023

Sustainability

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The offer of a wide range of services has given consumers several options to meet their needs. Therefore, in coherence with the competition between companies, they need to adopt processes and measures that they can perceive as consumers’ needs to offer a service that is adequate for their requirements. This study aims to understand the impact of co-creation on services and what factors impact the intention to revisit tourism services, specifically hotel stays. In this sense, the search seeks to understand the influence of co-creation on the variables under study and, in turn, which variables impact the intention to revisit a tourist service. To this end, a quantitative investigation was conducted through an online questionnaire survey to 314 respondents, in August 2020, that stayed at hotels in Portugal. The study demonstrates the importance of co-creation as a mediator of factors such as customer experience and the company’s orientation towards the customer and, in turn, building a long-term relationship with the customer (loyalty). However, there is no evidence to support the relationship between co-creation and revisit intention as this last one is influenced only by allegiance. This investigation contributes to the theme of co-creation and revisiting in the tourism sector of mainland Portugal and the islands, which is a recent topic analyzed in the literature, and significantly contributes to the application of business goals.

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Section: Introductionmentioning

confidence: 99%