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The spillover effect of airport service experience on destination revisit intention
The spillover effect of airport service experience on destination revisit intention
- Source :
- Journal of Hospitality and Tourism Management. 48:119-127
- Publication Year :
- 2021
- Publisher :
- Elsevier BV, 2021.
-
Abstract
- The study applies the spillover effect and complexity theories to examine the relationship between customers' service experience at the airports and their destination choice. Symmetrical and asymmetrical methods are proposed to test this relationship to reveal the complexity theory underlying the spillover effects. Symmetrical testing is manifested in structural equation modelling and regression analysis whereas the asymmetrical method in fuzzy-set qualitative comparative analysis. The data were collected from departure passengers in multiple airports in Australia and India. The results from symmetrical and asymmetrical testings differ significantly. A positive spillover effect is confirmed; however complex relationships are shown between customers’ service experience at the airports and their destination choice. Discussion and implications of the study findings are presented to conclude this paper.
- Subjects :
- Service quality
Qualitative comparative analysis
05 social sciences
Regression analysis
Structural equation modeling
Test (assessment)
Service experience
Destination marketing
Spillover effect
Tourism, Leisure and Hospitality Management
0502 economics and business
Econometrics
050211 marketing
Business
050212 sport, leisure & tourism
Subjects
Details
- ISSN :
- 14476770
- Volume :
- 48
- Database :
- OpenAIRE
- Journal :
- Journal of Hospitality and Tourism Management
- Accession number :
- edsair.doi...........e8430c34e17a9d08613efc4f43668275
- Full Text :
- https://doi.org/10.1016/j.jhtm.2021.06.001