Experiência turística memorável, percepção cognitiva, reputação e lealdade ao destino: um modelo empírico

Aroeira, Tiago; Dantas, Ana Carmem; Gosling, Marlusa de Sevilha

doi:10.14210/rtva.v18n3.p584-610

Cited by 20 publications

(27 citation statements)

References 13 publications

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“…Kotler and Armstrong (1999) emphasize the importance of maintaining relationships in business, considering that the purpose is to create a long-term link between the parties. The authors affirm, however, that it is important to create value for both companies and customers, thus fostering customer satisfaction and the company's likely success in marketing its products/ services and, consequently, in achieving customer loyalty (Aroeira, Dantas & Gosling, 2016). For Peppers and Rogers (1997), the market has undergone a great evolution over time, with different and more demanding consumers, forcing organizations to become aware that quality of service is a minimum requirement to be competitive in the market, and it is also visible that relational proximity is a distinguishing factor, and consequently can be a condition for an organization's success.…”

Section: Literature Review: Relationship Marketingmentioning

confidence: 85%

The role of relational marketing on the consumer buying decision of travel agencies

Silva¹,

Sousa²,

Gonçalves³

2019

mtr

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Through the characterization of relational marketing, to understand how it can be influential in the decision to purchase the consumer from travel agencies. The study analyzes how relational interaction occurs between clients and companies in the industry, perceiving how companies use relational marketing as a market strategy, and whether this is an influencing factor in consumer decision making. Exploratory interviews with directors of travel and tourism agencies with the objective of understanding the relevance of using relational marketing in the creation and maintenance of the clients of the companies they manage. The results point out that the use of relations as a source of value in the business of travel agencies is common and is seen by companies as a way to combat the virtual competition increasingly implemented in the market, being the relationship with the client seen as a differentiating and influencing factor. From the point of view of the consumer, the relationship with the travel agent is seen as a factor that increases confidence in the product acquired, being considered by the consumers as an influencing factor. It contributed to the analysis of a very current and pertinent problem, namely the threat of the new business model of the tour operators with their increasing bet on the direct sale to the consumer, being interesting to observe the way the market of the travel agencies survives and bets on relationships with customers as a way to create value for the customer by becoming more competitive. It was intended that this study be a contribution to the marking of travel agencies, fomenting the debate about relational marketing and its importance in increasing the competitiveness of the sector. The aim of the study was to analyze the points of view of consumers and companies in order to foster this debate and to understand the points of convergence between the two.

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Section: Literature Review: Relationship Marketingmentioning

confidence: 85%

The role of relational marketing on the consumer buying decision of travel agencies

Silva¹,

Sousa²,

Gonçalves³

2019

mtr

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“…In the Brazilian context, Aroeira et al (2016) point out that hedonism, involvement, novelty, local culture and knowledge, and refreshment are dimensions of the MTE. Thus, the proposed scale from the studies of Kim et al (2012) demonstrated a fusion of the local culture dimension with the knowledge dimension, and meaningfulness was not considered significant in the Brazilian study.…”

Section: Memorable Tourism Experience (Mte)mentioning

confidence: 99%

“…For the author, MTEs relates to tourists' experiences with the environment, culture, interpersonal relationships and psychological perceptions. Besides, part of the scale, which included the dimensions Hedonism, Refreshment, Meaningfulness, and Involvement, had already been translated from the studies of Kim et al (2012) and tested in the national context by Aroeira et al (2016). A part of the items of the culture and novelty scales was translated by Aroeira et al (2016), and other items were proposed and tested by Coelho (2017) A 7-point Likert scale anchored all items.…”

Section: Instrumentmentioning

confidence: 99%

“…Whether in qualitative or quantitative studies, MTE is a complex and multidimensional phenomenon, which is composed of several representative dimensions for the tourism experience. Several studies have proposed and measured the dimensions of MTE, such as Aroeira, Dantas, and Gosling (2016); Kim (2012Kim ( , 2014; Kim and Ritchie (2014); and Kim et al (2012) attesting to the multidimensionality of MTE. However, until then, MTE scales were ruled, especially in psychological characteristics of the tourism experience, such as Kim, Ritchie, and McCormick (2012), Kim and Ritchie (2014), Aroeira et al (2016) and Tsai (2016).…”

Section: Introductionmentioning

confidence: 99%

“…, such as Dream, Emotions, Relationship with Companions, Relationship with Tourists, and Relationship with Local Agents.The knowledge dimension was excluded from the MTE scale based on studies byAroeira et al (2016), which indicated the merge of knowledge and local culture dimensions, indicating contextual features. The survey instrument also went through a pre-test, conducted with nine experts in tourism and marketing, which indicated, in writing, corrections and suggestions set out in the variables and pre-textual elements of the questionnaire.…”

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confidence: 99%

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Memorable Tourism Experience (MTE): a scale proposal and test

Coelho

Gosling

2018

TMS

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This study sought to develop and test a scale to assess memorable tourism experiences (MTEs). The proposed instrument initially contained 49 tested items organised into 12 dimensions: environment, culture, relationships with companions, relationships with tourists, relationships with local agents (i.e. residents and service providers), novelty, emotions, dream, meaningfulness, refreshment, hedonism and involvement. The data were collected via a survey of 1,193 Brazilians with regular travel habits, aged 18 years or older. The data were analysed quantitatively using structural equation modelling. Statistical tests included exploratory factor analysis followed by confirmatory factor analysis. The results indicate that the scale is reliable and valid for research on MTEs, at least for the sample in question, and confirm the MTE construct's multidimensionality, although the hedonism and involvement dimensions were shown to be unsuitable. Thus, the validity of the proposed MTE scale consisting of 35 items was confirmed, as were 10 dimensions of the second-order construct. Keywords: Dimensions of memorable tourism experience, environment and culture, interpersonal relationships, psychological dimension, confirmatory factorial analysis. Resumo O objetivo desse artigo foi propor e testar uma escala destinada a avaliar Experiências Turísticas Memoráveis (MTE). Elaborou-se um instrumento inicialmente contendo 49 itens testados, organizados em 12 dimensões: Ambiente, Cultura, Relacionamento com Acompanhante, Relacionamento com Turistas, Relacionamento com pessoas Locais, Novidade, Emoções, Sonho, Significância, Renovação, Hedonismo e Envolvimento. A coleta de dados incluiu um survey com 1193 brasileiros com hábito de viagem e idade superior a 18 anos. Os dados foram analisados quantitativamente via Modelagem de Equações Estruturais. A Análise Fatorial Exploratória foi seguida de testes estatísticos da Análise Fatorial Confirmatória. Os resultados indicam que a escala demonstra-se confiável e válida para o estudo de MTEs para a amostra estudada. Comprovou-se a multidimensionalidade da MTE, mas Hedonismo e Envolvimento não são dimensões apropriadas, ao menos no estudo proposto. Logo, confirmou-se a validade de uma nova escala de MTE composta por 35 itens e 10 dimensões que são relativas ao construto de segunda ordem. Palavras-chave:Dimensões da experiência turística memorável, ambiente e cultura, relações interpessoais, dimensão psicológica, análise fatorial confirmatória.

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