 Image effect on customer-centric measures of performanceSangwon Park and Juan Nicolau () Annals of Tourism Research, 2019, vol. 76, issue C, 226-238 Abstract: This study analyzes the effect of the difference between the pre-trip image of a destination and the post-trip image on, for the first time, two key elements of traveler behavior, which in turn are two customer-centric measures of destination performance: travel satisfaction and intention to revisit a destination. While the literature on the analysis of destination image has been prolific, the intricacies of the effects of changes in destination image on traveler behaviors remain unexplored, behaviors whose relevance is still greater when they show destination performance indicators. Based on the concepts of the zone of tolerance (derived from the service quality model) and loss aversion (from prospect theory), we explain the differential asymmetric effects of variation in destination image on intention to revisit and satisfaction, based on a sample of 12,024 individuals. Critical implications for destination marketing organizations are provided. Keywords: Destination image; Revisit intention; Satisfaction; Zone of tolerance; Loss aversion (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:anture:v:76:y:2019:i:c:p:226-238 DOI: 10.1016/j.annals.2019.04.007 Access Statistics for this article Annals of Tourism Research is currently edited by John Tribe More articles in Annals of Tourism Research from Elsevier |
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