Tourist expectations and perception of service providers: a Brazilian perspective

Mariana Marques Lima, Emerson Mainardes and Ricardo Rodrigues ()
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Mariana Marques Lima: Fucape Business School

Service Business, 2020, vol. 14, issue 1, No 6, 166 pages

Abstract: Abstract This research studies the formation of tourist expectations around a tourist destination and the existence of a knowledge gap between this group and perceptions of tourism service providers. We propose a five-construct theoretical model: tourism expectations, destination image, social media, word-of-mouth communication and past experiences. We thus implemented two questionnaires, with tourists (n = 373) and with tourism service providers (n = 460). Structural equation modelling results identify social media and destination image as influencing visitors’ expectations, and that this image arises out of word-of-mouth communication and tourists’ past experiences. The results also indicate that local actors may be neglecting the influence of word-of-mouth destination recommendations and the relationship between the destination image and the prevailing expectations.

Keywords: Destination marketing; Tourist expectations; Service provider perceptions; Social media; Service quality model (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (4)

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DOI: 10.1007/s11628-019-00406-4

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