Experiential dimensions and their influence on behavioral intentions within the context of nature-based tourism

Marios Sotiriadis ()
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Marios Sotiriadis: Department of Entrepreneurship, Transport, Tourism and Logistics Management, University of South Africa, Pretoria, South Africa

Tourism and Hospitality Management, 2017, vol. 23, issue 1, 35-50

Abstract: Purpose – This paper aims at investigating the customers’ experience in nature-based attractions and its influence on post consumption behavior. Design – The study uses two theoretical frameworks (experience economy and behavioural intentions) to investigate the determining dimensions of the wildlife experience to customer satisfaction, and the relationships between the wildlife experience and the behavioural intentions. Approach – The research develops an explanatory framework of consumer experience that measures the four dimensions and their relative influence on satisfaction, perceived service quality and behavioral intentions. Methodology – The proposed research framework was empirically tested by implying a quantitative research and the technique of convenience sampling to customers of Game Reserves in Republic of South Africa. Findings – The results indicate that the experience framework constitutes a valid tool for the study of wildlife experiences. In the context of nature-based tourism the experiential dimensions which influence the perceived service quality and customers’ satisfaction are escapism and esthetics. There is also a strong correlation between wildlife experience and post consumption behavioural intentions, especially for word-of-mouth and repurchase intention. Originality – The research extends existing theory by incorporating new elements and empirically investigating them within a new context. It is the first empirical study that investigates the experiential dimensions within the context of nature-based tourism and customers’ behavioural intentions. It develops an explanatory framework of customer experience that measures the four dimensions, their relationship with experience outcomes (satisfaction and perceived service quality) and their relative influence on behavioural intentions.

Keywords: Customer experience; experiential dimensions; nature-based attractions; perceived service quality; behavioral intentions (search for similar items in EconPapers)
JEL-codes: L83 (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:tho:journl:v:23:y:2017:n:1:p:35-50

DOI: 10.20867/thm.23.1.7

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