TY - JOUR
T1 - The impact of tour service performance on tourist satisfaction and behavioral intentions
T2 - a study of Chinese tourists in Hong Kong
AU - Chan, Andrew
AU - Hsu, Cathy H. C.
AU - Baum, Thomas
N1 -
This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Travel & Tourism Marketing on 01/04/2015, available online: http://wwww.tandfonline.com/10.1080/10548408.2014.986010
PY - 2015/4/1
Y1 - 2015/4/1
N2 - This study proposes and tests a tour service performance framework that assesses the impact of tour service performance on tourists’ satisfaction with tour services and experience as well as their behavioral intentions, based on data collected from 580 Chinese tourists participating in package tours in Hong Kong. All of the scales used were pretested and refined using confirmatory factor analysis (CFA). The results show that satisfaction with tour services and satisfaction with the tour experience are distinct constructs with differential relationships with the various tour services. Among the seven tour services examined, tour guiding service has the greatest impact on satisfaction with tour services, whereas leisure activities have the greatest impact on satisfaction with the tour experience. The results also suggest that behavioral intentions are determined by tour guide service and tourist satisfaction. The methodology employed allows a comprehensive and focused evaluation of all services included in package tours.
AB - This study proposes and tests a tour service performance framework that assesses the impact of tour service performance on tourists’ satisfaction with tour services and experience as well as their behavioral intentions, based on data collected from 580 Chinese tourists participating in package tours in Hong Kong. All of the scales used were pretested and refined using confirmatory factor analysis (CFA). The results show that satisfaction with tour services and satisfaction with the tour experience are distinct constructs with differential relationships with the various tour services. Among the seven tour services examined, tour guiding service has the greatest impact on satisfaction with tour services, whereas leisure activities have the greatest impact on satisfaction with the tour experience. The results also suggest that behavioral intentions are determined by tour guide service and tourist satisfaction. The methodology employed allows a comprehensive and focused evaluation of all services included in package tours.
KW - behavioral intention
KW - customer satisfaction
KW - confirmatory factor analysis
KW - package tour
KW - service quality
KW - tour experience
KW - tour service
UR - http://www.tandfonline.com/toc/wttm20/32/1-2
U2 - 10.1080/10548408.2014.986010
DO - 10.1080/10548408.2014.986010
M3 - Article
SN - 1054-8408
VL - 32
SP - 18
EP - 33
JO - Journal of Travel and Tourism Marketing
JF - Journal of Travel and Tourism Marketing
IS - 1-2
ER -