A Cognitive Appraisal Process of Customer Delight: The Moderating Effect of Place Identity

By Yangyang Jiang. Journal of Travel Research, 2020

104 citations recorded by the source corpus.

This study aims to empirically examine an integrative model centered on customer delight drawing from cognitive appraisal theory and place identity theory. A self-completed survey administered in English at three tourism destinations in Australia (Phillip Island, Great Ocean Road, and Sovereign Hill) generated 457 valid responses. The results show that authenticity and employee helpfulness are positively associated with customer delight, which in turn, positively affects the positive word-of-mouth (PWOM) intention. Customer delight is a principal mechanism that transmits the influence of authenticity and employee helpfulness to PWOM. In addition, place identity moderates the relationship between customer delight and PWOM such that the higher the place identity, the weaker is the relationship between customer delight and PWOM. The findings advance the current theorizations on several fronts and offer managerial implications for destination marketing practice in terms of customer experience management, marketing communications, and customer service.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/5257d0e38bb9cb9515bec7c56361e972b4af45a9

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Drew Martin
2. Jun Wen
3. Arch G. Woodside
4. Yangyang Jiang
5. Sameer Hosany
6. Girish Prayag
7. N. Scott

In Sociology and Political Science

1. Drew Martin
2. Jun Wen
3. Arch G. Woodside
4. Yangyang Jiang
5. Sameer Hosany
6. Hossein Olya
7. Domingo Enrique Ribeiro-Soriano
8. Chih‐Wen Wu

Citations in the corpus

• Effects of COVID-19 on hotel marketing and management: a perspective article (2020, background): “understanding in hotel services and to delight customers (Jiang, 2019) during this challenging period.”
• Emotions in Tourism: Theoretical Designs, Measurements, Analytics, and Interpretations (2020, background): “…Soscia 2007; L. Watson and Spence 2007), tourism research (Breitsohl and Garrod 2016; R. Cai, Lu, and Gursoy 2018; Choi and Choi 2019; Hosany 2012; Jiang 2019; Ma et al. 2013), and emerging studies on residents’ emotional states (Ouyang, Gursoy, and Sharma 2017; Zheng et al. 2019a, 2019b) confirm…”