Validating a customer well-being index related to natural wildlife tourism |
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| Affiliation: | 1. School of Business, Yonsei University, South Korea;2. School of Business Management, Faculty: Economic and Management Sciences, North-West University, South Africa;3. Department of Hospitality and Tourism Management, Pamplin College of Business, Virginia Polytechnic Institute and State University, USA;4. Department of Marketing, Pamplin College of Business, Virginia Polytechnic Institute and State University, USA;1. Department of Econometrics and Business Statistics, Monash University, 900 Dandenong Road, Caulfield East, Victoria 3145, Australia;2. Faculty of Life and Social Sciences, Swinburne University of Technology, Australia;3. School of Hospitality and Tourism Management, University of Surrey, Guildford, UK;4. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong;5. Tourism Research in Economic Environs and Society, North-West University, South Africa;1. Oxford School of Hospitality Management Business School, Oxford Brookes University, Headington Campus, Oxford, OX3 0BP, UK;2. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong Special Administrative Region;3. Department of Marketing College of Business at Florida Atlantic University, United States;4. School of Hospitality and Tourism Management, University of Surrey, Guildford, GU2 7XH, UK;1. Business School Central South University, Collaborative Innovation Center of Resource-conserving & Environment-friendly Society and Ecological Civilization, 932 Lushan South Street, Changsha Hunan, China;2. Management and Marketing Department, University of Wisconsin-Eau Claire, Eau Claire WI 54701, USA;1. School of Hotel and Tourism Management, Youngsan University, 142 Bansong Beltway, Haeundae-gu, Busan 48015, South Korea;2. College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, South Korea |
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| Abstract: | This study reports an attempt to validate a customer well-being (CWB) index related to natural wildlife tourism. It was hypothesized that the CWB index related to wildlife tourism has a positive influence on travel outcomes (length of stay, number of visits, and total expenses), mediated by perceived value and customer loyalty. These hypotheses were tested using four waves of surveys of customers (overnight visitors) intercepted at the park in a two-year period. The survey data provided support for the hypotheses, which, in turn, lend validation support to the CWB index. Managerial implications of the customer well-being index are also discussed. |
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| Keywords: | Customer well-being Natural wildlife tourism Customer loyalty customer perceived value Length of stay Number of visits Park visitor expenditures |
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