Experience-involvement, memorability and authenticity: The service provider's effect on tourist experience

Zátori, Anita; Smith, Melanie; Puczkó, László

doi:10.1016/j.tourman.2017.12.013

Cited by 258 publications

(254 citation statements)

References 58 publications

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“…This initial work provided us with the theoretical and operational framework necessary to propose a system of indicators to measure the sustainability of tourism at a municipal level, which was better suited to the characteristics of the destination to be analysed, in our case Acapulco, a mature "sun and beach" tourist resort. This system of indicators stems from previous work on sustainability in tourism and the generation of expectations and experiences [42,57,81,94,98,102], intentions to return and intentions to recommend the destination (WOM-word of mouth) [110][111][112][113][114], among other authors and works. This system of indicators was verified by research experts and tourism consultants in the city of Acapulco and in the cities of Valencia and Castellón de la Plana in Spain.…”

Section: Methodsmentioning

confidence: 99%

“…Like sustainability, the "tourist experience" is a fundamental construct in tourism research that has been investigated for more than 50 years [42] and where at least four changes have been seen from a simplistic perspective until reaching more subjective and complex interpretations of the concept [43]. The first studies during the 1960s understood the tourist experience as a unique experience that was different from everyday life.…”

Section: The Tourist Experiencementioning

confidence: 99%

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The Importance of Sustainability in the Loyalty to a Tourist Destination through the Management of Expectations and Experiences

et al. 2019

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Sustainability has become one of the key factors for the development of tourism both nowadays and in the future. The need to integrate environmental, socio-cultural and economic factors is a consequence of the evolution of society itself, the introduction of new information and communication technologies (ICTs) and a new way of understanding tourism and the world in general. Tourists increasingly seek a unique quality in their travels and are better informed before deciding on a tourist destination to spend their holidays or leisure time. They want to have unique, memorable experiences, and because of that, they are willing to look for those destinations that can offer them something different. The generation of expectations is no longer the sole responsibility of companies and public and private organizations in destinations, since information may be in the hands of the individuals themselves who can share it in social networks, blogs, or on platforms such as Booking or TripAdvisor, among others. This forces companies and public and private organizations to rethink the way in which and when they relate to tourists in general. With all these considerations, one of the objectives of this study was to analyse the way in which sustainability interrelates with the generation of expectations, experiences and perceptions and the effect on the possibilities of returning to a tourist destination and even recommending it in social networks to friends and acquaintances. For this reason, the destination of Acapulco, Guerrero, Mexico, was chosen, a mature destination of sun and beach that, in recent years, has been immersed in a process of change where one of the axes is sustainability. This study used a convenience survey with 310 valid questionnaires with tourists who stayed more than three days in Acapulco during the months of December 2016 to February 2017. The questionnaires were completed at different points of the destination and by participants over 18 years of age. We used SEM (Structural Equations Modeling) and EQS (Structural Equation Modeling Software) for statistical analysis. The results of the study showed how expectations influenced experiences and the intention to return to the destination and recommend it (WOM), thus, we proposed a series of recommendations for public and private agents that manage this tourist destination.

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Section: Methodsmentioning

confidence: 99%

Section: The Tourist Experiencementioning

confidence: 99%

The Importance of Sustainability in the Loyalty to a Tourist Destination through the Management of Expectations and Experiences

et al. 2019

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“…The novels have been developed into theatrical scores about the struggle with nature-the ocean-and love and hate between the people; designed to elicit strong emotive audience reactions. Production of a Duunian experience relates to the flow concept and provides an example of how goods and service providers work to develop experience based on staged authenticism (Chhabra, Healy, & Sills, 2003;Jeannerat, 2012;Zatori, Smith, & Puczko, 2018). Our extension of Csikszentmihalyi's (1990) flow channel reflects the process of staging and the manner in which producers (entrepreneurs) plan for the right balance between challenge and skill.…”

Section: Background To the Festivalmentioning

confidence: 99%

Cultural tourism and rural entrepreneurship: A case study of a Scandinavian literary festival

Marcouiller

Westeren

2019

Regional Science Policy & Practice

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Tourism demand within peripheral regions reflects visitor motivations to seek experiences constrained by attributes that involve the abilities of these visitors. Often, the basis of tourism supply is driven by accessible publicly-owned common-pool resources that exist as regional economic assets yet are unpriced in the marketplace. Free-riding prevails as rent-seeking firms utilize non-marketed natural and cultural assets in their production practices. The work reported here develops concepts that illustrate keys to successful cultural tourism entrepreneurship using a case study of a festival on the Norwegian coast that features the treasured literary works of Olav Duun. Results suggest that public-private partnerships can be used to stimulate entrepreneurial activity. Further, success is a function of managerial expertise in attaining visitor experience that falls within the flow channel.

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“…Zhong adopted factor analysis and cluster analysis to explore the attitude of cultural experiencers, shopping enthusiasts, sightseeing and leisure travelers, and multiple-activities tourists towards commercialization of tourism [25]. Zatori et al showed that tourist experience includes four dimensions-emotional, mental, flow-like, and social experience-involvement-and explored the one-way causal effect among customized tourism services, environment experience, tourism experience, authenticity, and unforgettable memory [26]. In general, previous studies on cultural heritage tourism sites have mainly focused on the positive and negative impacts of commercialization on the tourist experience [19], the relationship between commercialization and authenticity [22], the factors affecting tourist experience [27], commercial control [28], but not the coordinative development of tourist experience and commercialization of tourism.…”

Section: Literature Reviewmentioning

confidence: 99%

A Study on the Coordinative Green Development of Tourist Experience and Commercialization of Tourism at Cultural Heritage Sites

Chengcai

Zheng

2019

Sustainability

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Tourism at China's cultural heritage sites has developed rapidly in recent years. These sites have encountered many challenging problems such as poor tourist experience, over-commercialization, and loss of cultural authenticity. This study took the coordinative green development of tourist experience and commercialization of tourism (CGDTECT) at cultural heritage sites as the research objective, using two UNESCO World Heritage Sites-the Ancient City of Pingyao and West Lake Cultural Landscape of Hangzhou-and the Confucius Temple in the historic district of Nanjing as case studies. As such, we attempted to construct an indicator system for CGDTECT at cultural heritage sites. We adopted a fuzzy comprehensive evaluation method and importance-performance analysis (IPA) method to analyze the importance and performance of CGDTECT from a tourist's perspective. Our findings show that tourists thought the coordinative green development and experience at the three cultural heritage sites were more important; they were basically satisfied with CGDTECT at the three case studies, so a continuous promotion strategy could be taken. The findings of this study can provide scientific theoretical guidance and practical reference for CGDTECT at cultural heritage sites, and contribute to the scientific protection of cultural heritage sites and the sustainable development of tourism.

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Experience-involvement, memorability and authenticity: The service provider's effect on tourist experience

Cited by 258 publications

References 58 publications

The Importance of Sustainability in the Loyalty to a Tourist Destination through the Management of Expectations and Experiences

The Importance of Sustainability in the Loyalty to a Tourist Destination through the Management of Expectations and Experiences

Cultural tourism and rural entrepreneurship: A case study of a Scandinavian literary festival

A Study on the Coordinative Green Development of Tourist Experience and Commercialization of Tourism at Cultural Heritage Sites

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