期刊
JOURNAL OF TRAVEL & TOURISM MARKETING
卷 31, 期 8, 页码 1018-1038出版社
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/10548408.2014.892466
关键词
word-of-mouth referral; trust; city tourists; behavioral intentions; Service fairness; emotions
This study presents a cognitive appraisal model that identifies consumption emotions and trust as key mediators in the relationship between perceived service fairness and behavioral intentions (i.e., revisit intentions and word-of-mouth (WOM) referrals). The structural equation modeling (SEM) technique was employed to examine empirically a conceptual tourist behavior model using questionnaires answered by 541 tourists in Xiamen, a garden city in China. The findings confirmed the mediating role of emotions and trust, which imply that the travel behavioral intentions formation process is both an emotional experience process and a relationship building process between tourists and the destination service providers. By understanding the relationship and linkages between perceived service fairness and behavioral intentions, city managers, urban tourism managers, and service providers can formulate more effective marketing strategies to strengthen tourists' loyalty, revisit and WOM referral intentions.
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