Can staying overnight affect traveler satisfaction? Evidence from a gambling destination |
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| Authors: | Yukuan Xu Davis Ka Chio Fong Rob Law |
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| Institution: | 1. School of Management, Harbin Institute of Technology, Harbin, People’s Republic of China;2. Department of Management and Marketing, Faculty of Business, The Hong Kong Polytechnic University, Hong Kong;3. Faculty of Business Administration, University of Macau, Macau, Macau;4. School of Hotel and Tourism Management, Hong Kong Polytechnic University, Hong Kong, Hong Kong |
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| Abstract: | Given that satisfied travelers tend to become repeat customers and spread positive word of mouth, destinations must induce travel satisfaction to increase their income. Travelers may face increasing physical and mental challenges during their travel that can undermine their travel experience, and staying overnight in a destination can improve the satisfaction of travelers by refreshing their energy. Given its important role in increasing the revenues of certain destinations such as Macau, staying overnight is strongly encouraged among travelers. However, the relationship between staying overnight and traveler satisfaction in the casino context has never been studied. By conducting a survey among 17,742 travelers in Macau, this study explores the moderating effect of staying overnight on the relationship between travel experience and satisfaction. The results indicate that staying overnight strengthens (reduces) the negative effect of visiting frequency (outside-Macau casino experience). However, staying overnight has no moderating effect on such relationship when the negative influence of first-time visit is considered. These findings also provide implications for tourism researchers and practitioners. |
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| Keywords: | Traveler satisfaction staying overnight moderating effect travel experience equity theory consumer involvement theory norm theory Asia pacific tourism marketing gambling destination |
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