Customer value amongst tourists: A conceptual framework and a risk‐adjusted model

Abstract

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractThis study presents a theoretical analysis along with a conceptual framework that combines research findings in consumer behaviour, marketing and tourism. Services, in general, are perceived to be riskier than goods and tourism services, especially, have been considered as critical in tourist' perception of risk. Hitherto, little attention has been paid to the influence of perceived risk on customer value in tourism. Thus, a conceptual framework, developed with respect to perceived risk and customer value amongst tourists, is presented. Since the proposed model of customer value will have to be validated, propositions for future research are discussed.

Antecedents of loyalty intentions among young adult tourists: a survey

“…Researchers identify several dimensions of risk in tourism: 1) physical, 2) functional, 3) psychological, 4) social, 5) temporal/time, 6) financial, and 7) overall (e.g. Boksberger and Craig-Smith [2006], Fuchs and Reichel [2008], and Çetinsöz and Ege [2013]). Owing to the general nature of this current research and the lack of reference to any specific destination in the survey, the overall dimension and its indicators were used for measurement.…”

“…The aim of the study was to address the existing research gap concerning the loyalty to tourist destinations of young adults. The hypotheses and the conceptual model were developed from previous research by other authors, in particular the works by Kozak [2001], Boksberger and Craig-Smith [2006], Kyle et al [2005], Chi and Qu [2008], and Kim and Kim [2015]. The unique aspect of the study was investigating loyalty intentions in general and not toward a particular place, as was the case in most previous research.…”

Communicating paradox: Uncertainty and the northern lights

“…The notion that risk can enhance customer value (outside of specific niche adventure tourism activities) has not really been explored. Boksberger and Craig Smith (2006), for example, in their 'risk-adjusted model' of customer value and risk, portray risk (objective or subjective) as something to be minimised. They suggest that operators address perceived risk on the part of potential customers, through managing their marketing communications.…”

Perceptual Image of Conflict-ridden Destinations: An EEG and Eye Tracker Analysis

“…Emotions can perhaps be better expressed through photos, while facts relating to terms and conditions can be better expressed though verbal cues (Koc, 2000). This is reasonable, although holidays are hedonic experiences, they can be high risk purchases as explained above (Fakeye and Crompton, 1991;Sirakaya and Woodside, 2005;Boksberger and Craig-Smith, 2006;Björk and Kauppinen-Räisänen, 2012;Fyall et al, 2012;Wong and Teoh, 2015). This is due to the fact that tourism decisions involve high level of various types of risks (e.g.…”

“…The possibility of risk cannot be completely avoided when purchasing a holiday, as it always involves a level of outcome uncertainty (Björk and Kauppinen-Räisänen, 2012). This is mainly to do with the fact that the tourist purchases an intangible service, an experience, and the service purchased cannot be experienced until after its purchase and use (Fakeye and Crompton, 1991;Boksberger and Craig-Smith, 2006;Björk and Kauppinen-Räisänen, 2012). …”