An exploration of the effects of past experience and tourist involvement on destination loyalty formation

Gaining the loyalty of visitors is one of the main challenges of destinations. Previous studies generally agree that satisfaction is the key driver of tourist loyalty. However, it is necessary to conduct a more thorough study of destination loyalty formation by exploring the role of other variables as direct antecedents of loyalty and as moderators of the satisfaction–loyalty relationship. With this in mind, this study examines the influences of two variables that are especially relevant in the study of consumer behaviour in tourism: past experience and involvement. The results obtained from a sample of 807 tourists visiting a destination in Spain suggest that (1) satisfaction and past experience have a significant influence on loyalty; (2) it is necessary to separately consider the two dimensions of loyalty (i.e. the intention to return to a destination and the intention to recommend it) to understand loyalty formation; and (3) past experience is a quasi-moderator variable as it directly influences tourist loyalty and moderates the satisfaction–loyalty relationship. The findings of this research may help managers make decisions about market segmentation and guide the marketing efforts to gain loyal tourists.     

Visitors’ diversified motivations and behavior – the case of the pilgrimage center in Krakow (Poland)

The article presents the visitors’ motivations and behavior at the pilgrimage center in Krakow (Poland). Here, the relation between these elements, i.e. whether their motivations have a correlation with what buildings they visit, is emphasized for the first time. The most important motivations for visits were religious and tourist ones, often rated equally high by the same respondents. They visited religious, cultural and tourist buildings and facilities. The stay of visitors with religious motivations was not limited to religious practices, but was extended by tourist behavior. Similarly, visitors with tourist motivations visited religious buildings and participated in religious practices. However, they visit tourist and cultural facilities more often. Additionally, the three groups of respondents were categorized and, on the basis of importance of the religious and tourist motivations, three types were distinguished, i.e. pilgrims, religious tourists and tourists. Their characteristic has been expanded by the analysis of their behavior. Nowadays, visitors’ motivations and behavior at pilgrimage centers include those typical for pilgrims and tourists in the traditional meaning. In addition to their religious function, these sites offer cultural and tourist facilities. The article highlights the dedifferentiation approach to visitors’ motivations and behavior, and in respect of the spatial organization of pilgrimage centers.     

Visitors’ brand loyalty to a historical and cultural theme park: a case study of Hangzhou Songcheng,China

Conducting research on the factors affecting brand loyalty to theme parks is an important method for enhancing brand loyalty among tourists. This paper takes the Hangzhou Songcheng historical and cultural theme park as a case study. Hypotheses are proposed and structural equation model is constructed based on tourist perception theory. Findings show that theme park brand satisfaction is related to brand loyalty through brand attachment and historical and cultural performance. The quality of facilities and attractions has no significant correlation with perceived value and brand satisfaction. The service quality of attendants also has no significant correlation with tourist perceived value.     

The influence of tourists' emotional experiences on destination loyalty from the perspective of community economy

Community research has been a significant topic in various fields over time. This study (a) constructs a structural equation model for hypothetical community relationships between six factors: tourist interaction, positive emotional experience, general emotional experience, tourists' subjective well-being, tourist satisfaction, and tourist destination loyalty, and (b) examines the impact of tourists' emotional experiences on their destination loyalty by taking community members as the main survey objects. The results show that tourist emotional experiences have a positive impact on tourists' loyalty. Finally, taking Guilin's evolution into a world-class tourism city as an example, we propose suggestions on the development of community tourism.     

Tourist satisfaction with souvenir shopping: evidence from Indonesian domestic tourists

This study proposes new insight into theoretical concepts and evaluates the empirical evidence of tourist satisfaction with souvenir shopping experience and its relationship to tourist post-purchase behaviour. This study applies variance-based structural equation modelling by means of partial least squares with a sample of 192 domestic tourists in Bandung, Indonesia. The results suggest that tourist satisfaction with souvenir shopping experience is an important determinant of tourist perception on destination image and tourist loyalty toward a destination. Further, this study discloses that tourist satisfaction with store and collectability attributes are crucial factors in determining tourists’ satisfaction with souvenir shopping experience. These findings provide a better understanding for both scholars and managers of retail businesses in a tourist destination of tourist satisfaction with souvenir shopping experience and with the visit.     

Towards a new approach of destination loyalty drivers: satisfaction,visit intensity and tourist motivations

This study explores the linear and non-linear effects of previous experiences in a tourist destination (satisfaction and visit intensity) on the intention to return and to make a positive recommendation to others. We also consider the external drivers or the appeal of the destination as well as individuals' internal drivers as moderating factors in intensity–loyalty and satisfaction–loyalty relations. The analysis conducted on a sample of 687 tourists in a UNESCO World Heritage Site in Spain supports a non-linear effect of satisfaction on the intention to return. Moreover, time intense and expenditure intense visits positively impact the intention to return when the motivation for the trip is internal, yet have a negative effect if tourist motives are external.     

Impact of culture on tourist decision‐making styles

This paper developed and tested an integrative model to examine the relationship between tourism decisions and their cultural background. The model was tested using surveyed data from 400 tourists travelling to Lisbon, a cultural city and the capital of Portugal. The results of a structural equation analysis revealed that culture affect tourist decisions. The decision to visit Lisbon relies on its quality, brand and price. This decision is shaped by the likelihood of visitors to accept social differentiation (power distance), moderated by their sense of individualism as well as their long‐term orientation. Implications and suggestions for future research are discussed. Copyright © 2010 John Wiley & Sons, Ltd.     

Authenticity,experience, and loyalty in the festival context: Evidence from the San Fermin festival,Spain

This study empirically investigates the relationships among authenticity, experience – measured by emotions (i.e. pleasure and arousal) along with satisfaction, and loyalty in the festival context. Structural equation modelling is employed to examine a sample of 211 visitors attending the San Fermin festival in Spain. Results show that authenticity positively affects experience, while on the other hand, only arousal has positive effects on satisfaction and festival loyalty. Satisfaction is positively associated with festival loyalty.     

Predicting tourists' behavioural intentions at the destination level

Using structural equation modelling, the formative model was tested on a sample of 703 tourists who visited six coastal destinations in Montenegro. It relies on the complex relationships between five constructs – perceived quality of a destination's offerings, tourist satisfaction, perceived equity, perceived benefits and behavioural intentions – simultaneously incorporating the emotional and rational self-regulatory mechanisms. The empirical results supported the hypothesised relationships. The group of eight tourist destination attributes affects perceived quality of a destination's offerings that positively and directly relate to perceived benefits, behavioural intentions and tourist satisfaction, whereas satisfaction is also determined by equity perceptions. Additionally, perceived quality of a destination's offerings also relates indirectly to tourist behavioural intentions, through perceived benefits and tourist satisfaction, while satisfaction also mediates the interaction between perceived equity and tourist intended behaviour. These research results contribute to a deeper understanding of which behavioural processes, and with what strength, lead to the increase in tourist loyalty at the destination level, and ultimately provide better insights into the predictors of behavioural intentions.     

An integrative model of destination brand equity and tourist satisfaction

This paper develops an integrative model that includes the dimensions of destination brand equity (i.e. awareness, image, quality and loyalty), as well as a key behavioural variable that is tourist satisfaction. In particular, our paper aims to contribute to the literature: (1) by examining the relationships between the dimensions of destination brand equity, which is not a deeply investigated issue so far; and (2) by adding tourist satisfaction, a key concept in loyalty formation, to the variables usually considered in destination brand equity models. The model was tested in two samples, national and international tourists visiting a destination in Spain, in order to also explore the role of the geographical and cultural distance between tourist and destination. Our results from a multi-group analysis indicate: (1) a robust link between “quality-satisfaction-loyalty” in both samples of tourists; (2) a chain of effects among awareness, image (separately considering the cognitive and affective dimensions) and perceived quality, although with the presence of some significant difference between both samples of tourists; and (3) a positive influence of cognitive image on affective image in both cases.     

Examining the influence of casino attributes on baby boomers’ satisfaction and loyalty in the casino industry

The baby boomer market draws attention from the hospitality industry due to its economic power and substantial size. Despite the importance of this market segment, no empirical research to date has provided effective strategies to maximise baby boomer casino visitors’ satisfaction and loyalty. The purposes of this study were: (1) to investigate possible casino attributes that influence baby boomer casino visitors’ satisfaction levels and (2) to examine how these attributes influence satisfaction level, thus resulting in the formation of loyalty. Based on a literature review, five casino attributes influencing casino visitors’ satisfaction were derived. Exploratory factor analysis conducted with 700 baby boomers resulted in the hypothesis that baby boomers’ satisfaction with a casino is determined by five casino attributes: slot machines, table games, winning perception, non-gaming-related services, and promotions and benefits. Subsequent confirmatory factor analysis and structural equation modelling analysis revealed that four of the five casino attributes derived from the literature review are key antecedents of gaming satisfaction, attitudinal loyalty, and behavioural loyalty formation in the casino industry: slot machines, table games, non-gaming-related services, and winning perception. With regard to the fifth attribute, promotions and benefits were actually not found to heavily influence baby boomers’ casino satisfaction and loyalty. Based on the findings, the key theoretical and managerial implications are discussed in the latter part of this article.     

A new take on an old structure? Creative and slow tourism in Krakow (Poland)

The contemporary tourism market trends indicate an increasing need for the individualisation of tourist experience and necessitate a move away from the standardisation of tourism products, including those offered within the cities that primarily market their cultural heritage. The concept of creative tourism as a way of practising cultural tourism is a response to the changing needs and expectations of tourists. This is because it offers non-traditional uses for the cultural potential of cities. This article attempts to embed creative tourism in the overall tourist product using an example of a historic city – Krakow. The authors examine the development of tourism products in Krakow, focusing primarily on cultural and historical heritage tourism and secondarily on new forms of tourism that have emerged, such as creative tourism and slow tourism. They analyse this issue in terms of districts – traditional and new tourist areas, indicating the potential for tourism growth.     

Off-the-beaten-track tourism: a new trend in the tourism development in historical European cities. A case study of the city of Krakow,Poland

In the recent years, substantial changes in the manner of sightseeing in cities have been becoming visible. Tourists are leaving the old city centres and are deciding to visit places that are not typical tourist attractions. In such places, alternative forms of city tourism described as off-the-beaten-track tourism are developing. In Europe, this pertains especially to historical cities, specifically capital cities and large agglomerations, such as Krakow, one of the biggest cities in Poland, commonly described as the cultural capital. The aim of this article is to analyse the management of tourism in European historical cities in the context of off-the-beaten-track tourism’s development using the case study of Krakow. To illustrate the issue, two districts, Nowa Huta and Podgórze, were chosen as the examples. In both districts one can observe changes affecting the model of city tourism that stems from the shift in motivations of visitors and from alternative ways of spending free time in the city they are visiting. This process necessitates appropriate management of tourism in the city in accordance with the rules of sustainable development and protection of cultural and historical authenticity of places and buildings.     

The moderating role of past experience in the formation of a tourist destination's image and in tourists’ behavioural intentions

The aim of this work is to understand the moderating effects of tourists’ prior experiences of a given destination on the process of image formation (in both its cognitive and affective dimensions) for that destination and on the influence that the image – together with the tourist's satisfaction – has on their loyalty-driven behaviours as expressed in the intention to recommend. To achieve this aim, a sample of 512 tourists was used and a multi-group analysis performed, distinguishing between first-time and repeat visitors. The findings reveal that experience has a moderating effect on the formation of the cognitive image and on the influence of the tourist's satisfaction on the overall image of the tourist destination. These findings have significant management implications in the context of helping to create and appropriately manage the image of a tourist destination.     

Attributes affecting the level of tourist satisfaction with and loyalty towards theatrical performance in China: Evidence from a qualitative study

This study seeks to explore attributes affecting the level of tourist satisfaction with and loyalty towards theatrical performance in China. Based on four focus group discussions with 31 participants, the study identifies 34 attributes that affect the level of tourist satisfaction with theatrical performance, and groups them into five categories: stage, performance, venue, service and tourist‐related attributes. The findings on tourist loyalty reveal that 21 of the 31 respondents would not watch the same theatrical performance alone in the future; however, they would recommend it to others. The study concludes with a discussion of the rich and insightful findings and their implications for tourism industry practitioners. Copyright © 2010 John Wiley & Sons, Ltd.     

Service-Dominant Logic in tourism: the way to loyalty

Many tourist destinations have focused heavily on attracting a growing number of new visitors each year. However, recent changes in the tourism market have led to the need for new strategies oriented towards retaining already existing visitors. Service-Dominant Logic (S-D Logic) is a new orientation that allows greater competitive advantage by recognising the active role of tourists in the creation of their own experiences. The main purpose of this paper is therefore to develop a theoretical model based on S-D Logic in order to increase levels of tourist loyalty. An in-depth analysis of foundational premises has allowed us to identify the key aspects of this process. The proposed model was empirically tested, using a structural equation model with partial least-squares technique, on a sample of 763 tourists visiting Spanish tourism destinations. Research findings have evidenced that tourist loyalty is achieved through the development of relationship quality in the co-creation of tourist experiences. These results will help destination managers to achieve a greater competitive advantage through the development of customer-centric strategies. The relevance of this article also lies in its being one of the first attempts to develop practical measures for S-D Logic by applying them to tourism.     

From Europe with passion: frameworks of the touristic male desire of Ponta Negra,in the North-East of Brazil

Based upon multi-sited ethnographic fieldwork, this article debates the constitution of a particular type of transatlantic touristic flows from the European continent to the cosmopolitan beach neighbourhood of Ponta Negra, in Natal, capital city of the state of Rio Grande do Norte in the North-East of Brazil. These flows are predominantly male and are quite evidently permeated by issues related to passion, personal relations and sexual intimacy. The main objective of the analysis is to attempt to map and understand the most influential social and cultural frameworks (biographical paths of intimacy, gender relationships, subjectivities, the production and circulation of representations of Brazil, homosociabilities) in the definition and substantiation of the foreign male tourist's desire to visit Ponta Negra. It thus constitutes an attempt to socially and culturally locate the option of travelling to this leisure destination, on the part of both first-time visitors and the numerous individuals who repeatedly visit Ponta Negra over the years.     

Structural Relationships among Destination Preference,Satisfaction and Loyalty in Chinese Tourists to Australia

This study quantifies the relationship among destination preference, destination satisfaction and destination loyalty. Destination loyalty consists of two dimensions: word‐of‐mouth (WOM) and destination attachment (DA). It is found that WOM is directly affected by destination satisfaction, whereas DA is predetermined by the destination preference of tourists before a visit. Thus, the destination experience is the crucial factor in the spread of positive WOM about a destination. Nevertheless, to develop tourists' DA, effective loyalty schemes should be implemented through marketing efforts before they visit a destination. The findings of this study can be used by destinations to analyze and evaluate their loyalty‐building process and marketing strategy. Copyright © 2012 John Wiley & Sons, Ltd.     

Visitor Loyalty in Sport Tourism: An Empirical Investigation

This paper reports research regarding the relationship between consumer loyalty, satisfaction, and novelty seeking, including an analysis of these constructs as reflected in the published literature. A telephone survey was conducted of 500 city residents, focusing on their visitation of special events, including sporting events. It was found that satisfaction was somewhat positively related to interest in attending the same sporting event, and the intention to actually visit the sporting event again. However, novelty seeking was virtually unrelated to both interest in attending the same sporting event, and the intention to actually visit the sporting event, and unrelated to satisfaction. Novelty seeking in general, or in relation to special events particularly, performed similarly as a predictor. Further research is needed to clarify the role of other moderating variables, such as the feeling of involvement in sporting events, and to investigate segmentation aspects which might be operating in relation to specific sporting events and tourists.