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

Authors

Nina Krey, Rowan University
M Claudia tom Dieck
Shuang Wu, Rowan UniversityFollow
Paraskevi Fountoulaki

Document Type

Article

Version Deposited

Published Version

Publication Date

9-20-2021

Publication Title

Journal of Travel Research

DOI

10.1177/00472875211053657

Abstract

Customer journeys in tourism are becoming more complex, often including multiple touch points that can influence expectations, experiences, and travel behaviors. The management of these different interactions is further complicated if tourist destinations face natural or man-made crises (e.g., financial crises, COVID-19). The current research takes a comprehensive look at how negative word-of-mouth (WOM) shapes pre-consumption expectations that drive actual tourist experiences and subsequent satisfaction behaviors. Using partial least squares structural equation modeling (PLS-SEM), findings from 188 tourists confirm the influence of uncontrollable, negative WOM on destination image. Yet an actual, positive experience negates these negative pre-trip influences. Tourism managers are rewarded with satisfied and loyal tourists in response to creating positive experiences even at crisis impacted destinations.

Comments

Attribution-NonCommercial- 4.0 International (CC BY-NC-4.0)

Recommended Citation

Krey, N., tom Dieck, M. C., Wu, S., & Fountoulaki, P. (2021). Exploring the Influence of Touch Points on Tourist Experiences at Crisis Impacted Destinations. Journal of Travel Research, 00472875211053657.

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License