Exploring the Influence of Touch Points on Tourist Experiences at Crisis Impacted Destinations

Krey, Nina; Dieck, M. Claudia tom; Wu, Shuang; Fountoulaki, Paraskevi

doi:10.1177/00472875211053657

Cited by 24 publications

(6 citation statements)

References 84 publications

(211 reference statements)

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“…Lastly, given the capacity of VR to enhance behavioural intentions, VR would allow consumers to “travel virtually” to high-risk locations or those remote from their homes, as recently suggested by Krey et al (2021).…”

Section: Discussionmentioning

confidence: 99%

Behavioural intentions through virtual reality from a destination image perspective

Jorge

Losada

Teixeira

2023

JPMD

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Purpose This study aims to investigate potential tourists’ behaviour regarding visiting and recommending a destination based on an image derived from a virtual reality (VR) model, including motivations for travel and place attachment. Design/methodology/approach The study had two phases and used both qualitative and quantitative methodological approaches. The qualitative approach consisted of a focus group conducted to obtain the most important attributes of the destination image. The quantitative approach, which consisted of a self-administered questionnaire, was distributed to all the participants following a VR experience to provide data to empirically test the hypotheses proposed in the conceptual model. Findings Motivations for travel positively influence the image of a destination in both its cognitive and affective dimensions. Also, the cognitive dimension of destination image influences affective dimension of destination image and both dimensions affect overall destination image. Moreover, destination image, cognitive dimension and affective dimensions influence place dependence and identity. In turn, place dependence and place identity positively influence intention to visit the destination, but not intention to recommend it. Finally, intention to recommend the destination is positively influenced by the intention to visit the destination. Research limitations/implications Due to the complexity of the overall experience, the sample was selected purposefully, and all participants belong to Generation Z. Extending this study to other generations would also be valuable. Originality/value Although the utility of VR for tourism marketing purposes has been one of the most researched areas during recent years, factors that could encourage tourists to visit destinations previously displayed in VR are not yet identified.

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Section: Discussionmentioning

confidence: 99%

Behavioural intentions through virtual reality from a destination image perspective

Jorge

Losada

Teixeira

2023

JPMD

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“…In addition, testing the model should consider biases from exogenous variables that may alter the causal relationships between the independent variable and the dependent variables (Nielsen and Raswant, 2018). We regarded age and gender as control variables in this study, following a common trend in tourism research (Papastathopoulos et al , 2020; Zheng et al , 2022; Krey et al , 2023).…”

Section: Methodsmentioning

confidence: 99%

Co-creating customer experiences in service ecosystems: a study in a tourist destination

Monferrer Tirado,

Moliner Tena,

Estrada

2024

JSM

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Purpose This study aims to examine the co-creation of customer experiences at different levels in service ecosystems, analyzing the case of a tourist destination. Design/methodology/approach A questionnaire was designed based on previously validated scales. The questionnaire was distributed through the social media platforms Facebook and Instagram. The survey yielded 1,476 valid responses for three types of destinations. Structural equation modeling and multigroup analysis were performed to test the hypotheses. Findings Aggregate service experience and memorable customer experience (MCE) in service ecosystems are determined by customer experiences at a dyadic level. Service experience at the ecosystem level is formed from ordinary experiences at the actor level, while MCE is formed from extraordinary experiences at the dyadic level. The type of ecosystem moderates the relationships between the variables but does not alter the importance of each of them. Originality/value The relationship between the co-creation of customer experiences at different levels of service ecosystems (dyadic vs aggregate) is addressed. A relationship is established between the ordinary and extraordinary character of experiences and their memorability at the ecosystem level.

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“…Dissatisfied customers spread NWOM, damaging business goodwill and loyalty (Mittal et al, 1998; Sweeney et al, 2005). During crises like COVID‐19, uncontrolled NWOM impacted companies' brand image in the retail banking sector (Krey et al, 2021). NWOM impacts a company's financials like the short‐term and long‐term cash flow and causes stock price volatilities (Luo, 2009).…”

Section: Dimensions Of Nwom and Newommentioning

confidence: 99%

Four decades of negative word‐of‐mouth and negative electronic word‐of‐mouth: A morphological analysis

Kalro

2023

Int J Consumer Studies

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Customers voice their negative brand experiences to their family and friends in the form of negative word‐of‐mouth (NWOM). Web 2.0 enables the sharing of NWOM in electronic format on various social media sites, online customer review forums, and blogs, which is known as negative electronic word‐of‐mouth (NeWOM). Researchers need to study the spread of NWOM/NeWOM to prevent adverse consequences for companies and suggest an optimal response for its redressal. Existing literature review studies have focused on word‐of‐mouth (WOM) and electronic WOM (eWOM) and have considered both positive and negative WOM and eWOM concurrently. Past literature reviews have captured the breadth of the WOM domain, ignoring the depth. This research article contains a review of 282 journal papers capturing the depth of the extant literature by focusing solely on ‘negative’ WOM and eWOM (NWOM and NeWOM), and presents a broad view of the NWOM and NeWOM domains using morphological analysis (MA). This will help to conceptualize and categorize the existing state‐of‐the‐art literature into broad dimensions and identify future research opportunities. The MA framework helps to bifurcate this literature into the following four dimensions: (i) nomenclature of NWOM and NeWOM, (ii) antecedents of NWOM/NeWOM, (iii) impacts of NWOM/NeWOM, and (iv) prevention and recovery response to NeWOM. Further dissection of these four dimensions leads to 15 sub‐dimensions and 217 variants. Combinations of the 217 variants enable the identification of 550 novel future research opportunities in the area of NWOM and NeWOM.

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Exploring the Influence of Touch Points on Tourist Experiences at Crisis Impacted Destinations

Cited by 24 publications

References 84 publications

Behavioural intentions through virtual reality from a destination image perspective

Behavioural intentions through virtual reality from a destination image perspective

Co-creating customer experiences in service ecosystems: a study in a tourist destination

Four decades of negative word‐of‐mouth and negative electronic word‐of‐mouth: A morphological analysis

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