How service quality and perceived value affect behavioral intentions of ecolodge guests: The moderating effect of prior visit
Description
Psychographic segmentation is popular within the tourism literature. It is useful in describing a prototypical customer, however psychological attributes are hard to detect at the individual level and by front-line staff. This paper tests the viability of prior visits (first-time vs. repeat visits) as a segmentation strategy, given this information is readily available to tourism operators. We test an interaction effect between prior visits, service quality, and perceived value using the ECOSERV model, a well-established model of ecotourism customer satisfaction. Using a sample of ecolodge guests, we demonstrate that a prior visit attenuates the relationship between perceived value and customer satisfaction. Among repeat guests, perceived value has less impact upon customer satisfaction and intentions to revisit or recommend an ecolodge. Conversely, service quality continues to predict satisfaction for both first-time and repeat guests. The data suggest attracting first-time guests requires appeals to the setting, features and price of an offering. Meanwhile, strategies to maximize repeat guests should emphasize non-monetary qualities of the experience.
Impact and interest:
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ID Code: | 241564 |
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Item Type: | Contribution to Journal (Journal Article) |
Refereed: | Yes |
Measurements or Duration: | 14 pages |
Keywords: | behavioral intentions, Ecolodge, perceived value, prior visit, repeat guests, service quality |
DOI: | 10.1177/13567667211042641 |
ISSN: | 1356-7667 |
Pure ID: | 139864205 |
Divisions: | Current > QUT Faculties and Divisions > Faculty of Business & Law Current > Schools > School of Management |
Funding Information: | The author(s) received no financial support for the research, authorship and/or publication of this article. |
Copyright Owner: | 2021 The Authors |
Copyright Statement: | This work is covered by copyright. Unless the document is being made available under a Creative Commons Licence, you must assume that re-use is limited to personal use and that permission from the copyright owner must be obtained for all other uses. If the document is available under a Creative Commons License (or other specified license) then refer to the Licence for details of permitted re-use. It is a condition of access that users recognise and abide by the legal requirements associated with these rights. If you believe that this work infringes copyright please provide details by email to qut.copyright@qut.edu.au |
Deposited On: | 18 Jul 2023 01:00 |
Last Modified: | 18 May 2024 08:15 |
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