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 Bibliografske baze podataka

Pregled bibliografske jedinice broj: 904666

Zbornik radova

Autori: Lončarić, Dina; Perišić Prodan, Marina; Dlačić, Jasmina
Naslov: Co-creating tourist experiences to enhance customer loyalty and travel satisfaction
( Co-creating tourist experiences to enhance customer loyalty and travel satisfaction )
Izvornik: Proceedings of 4th International Scientific Conference ToSEE - Tourism in Southern and Eastern Europe 2017: "Tourism and Creative Industries: Trends and Challenges" / Marković, Suzana ; Smolčić Jurdana, Dora (ur.). - Opatija : University of Rijeka, Faculty of tourism and hospitality management , 2017. 321-334.
ISSN: 1848-4050
Skup: International Scientific Conference ToSEE - Tourism in Southern and Eastern Europe 2017: "Tourism and Creative Industries: Trends and Challenges"
Mjesto i datum: Opatija, Hrvatska, 4 – 6 May 2017
Ključne riječi: co-creation, tourist experience, customer satisfaction, customer loyalty
( co-creation, tourist experience, customer satisfaction, customer loyalty )
Sažetak:
Purpose – The purpose of this paper is to highlight the need for cooperation between tourists and travel professionals in creating a memorable visitor experience. The objectives of the study are twofold: first, to explain the concept of tourist experience co-creation and, second, to explore the relationships among tourist experience co-creation, customer satisfaction, overall travel satisfaction and customer loyalty towards travel professionals. Methodology – The study uses constructs from past literature. A survey was conducted on a convenience sample of 422 Croatian residents who had travelled at least once in the year prior to the study. The hypotheses were empirically tested and validated by partial least square structural equation modelling (PLS-SEM). Findings – Participation in the co- creation process of an experience, together with travel professionals, positively affects customer satisfaction. Further, customer satisfaction with co-creation has a positive effect on overall travel satisfaction and customer loyalty to travel professionals. There is also evidence that overall travel satisfaction positively affects customer loyalty to service provider. Contribution – This study contributes to the knowledge of tourist experience co-creation within the theory of service-dominant logic and customer behaviour. The scientific contribution is found in testing the influence of tourist experience co-creation on tourist satisfaction and loyalty. The applicable contribution emphasises the necessity to include tourists as an active, involved and participating part in the process of providing services. Their involvement in this process will positively affect their satisfaction and loyalty.
Rad je indeksiran u
bazama podataka:
Conference Proceedings Citation Index - Science (CPCI-S) (sastavni dio Web of Science Core Collectiona)
Vrsta sudjelovanja: Predavanje
Vrsta prezentacije u zborniku: Cjeloviti rad (više od 1500 riječi)
Vrsta recenzije: Međunarodna recenzija
Projekt / tema: ZP UNIRI 2/16
Izvorni jezik: HRV
Kategorija: Znanstveni
Znanstvena područja:
Ekonomija
Puni text rada: 904666.24_Loncaric_PerisicProdan_Dlacic.pdf (tekst priložen 10. Stu. 2017. u 16:17 sati)
Upisao u CROSBI: Dina Lončarić (dinal@fthm.hr), 10. Stu. 2017. u 16:16 sati
Napomene:
Zbornik radova citiran u Thomson Reuters – WOS Core Collection – CPCI (Conference Proceedings Citation Index) ; Cabi Publishing - CAB Direct ; EBSCO – Hospitality & Tourism Complete ; ProQuest - ABI/INFORM Global



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