Exploring the Role of Service Delivery in Remarkable Tourism Experiences

Dalilis Escobar Rivera, Marti Casadesús Fa, Paulo Alexandre Costa Araújo Sampaio and Alexandra Simon Villar
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Dalilis Escobar Rivera: Department of Business Management and Product Design, University of Girona, 17071 Girona, Spain
Marti Casadesús Fa: Department of Business Management and Product Design, University of Girona, 17071 Girona, Spain
Paulo Alexandre Costa Araújo Sampaio: ALGORITMI Research Centre, Department of Production and Systems, University of Minho, 4710-057 Braga, Portugal
Alexandra Simon Villar: Business Department, Autonomous University of Barcelona, 08035 Barcelona, Spain

Sustainability, 2019, vol. 11, issue 5, 1-19

Abstract: The purpose of the article is to analyze through a service-experience framework the consequences and contingency factors of Service Delivery (SD) in Remarkable Tourism Experiences (RTE) and explore to what extent these factors interact to evoke delight behaviors in customers. The proposal was validated with empirical data from 284 tourists collected through survey method on remarkable experiences in hotels and restaurants. Both an exploratory and a confirmatory analysis were developed using structural equation modeling (SEM). The result highlights to what extent SD components identified (service staff, service availability, and customer service interaction) affect RTE and aid to evoke CD in tourists with high-quality memories. The service-experience model goes beyond the frontline employees with a service-oriented perspective to better understand the emerging factors that provide happiness in customers. The organizational staff is the most important component influencing a customer’s happiness and love feelings. The empirical findings support a model and measurement scale that allows analysis of the impact of SD component statements about customer delight (CD). The study shows the antecedents and interactions among SD emergent factors in RTE, specifically regarding CD behavior. The model proposed in this study links SD components and basic emotions and has important practical implications.

Keywords: customer delight; quality; service delivery; remarkable tourism experience; happiness; staff (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:11:y:2019:i:5:p:1382-:d:211472

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