Journal
JOURNAL OF HOSPITALITY & TOURISM RESEARCH
Volume 41, Issue 2, Pages 180-210Publisher
SAGE PUBLICATIONS INC
DOI: 10.1177/1096348014525630
Keywords
service fairness; destination image; service quality; satisfaction; trust; loyalty
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Funding
- National Science Foundation for Young Scholars of China [71203240]
- Foundation for Innovative Research Groups of the National Natural Science Foundation of China [71221061]
- Social Science Foundation of Hunan Province [13YBA339]
- China Postdoctoral Science Foundation [2013M531820]
- Postdoctoral Science Foundation of Central South University
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This study focuses on domestic tourists at a World Heritage Site located in China and investigates the relationship of three important visitor perceptions (i.e., service fairness, destination image, and service quality) with tourism destination loyalty (i.e., positive word-of-mouth referrals and revisit intentions) through overall destination satisfaction and trust toward destination service providers. The structural equation modeling findings generally support the conceptual model and indicate that service fairness and service quality have a significant and positive impact on overall destination satisfaction and trust toward destination service providers, while destination image has a significant effect on overall destination satisfaction but not on trust toward destination service providers. In addition, the investigated perceptions-loyalty relationships are found to be mediated by overall destination satisfaction, but not necessarily by trust toward destination service providers. The paper includes discussions of the theoretical and managerial implications of the findings.
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