Experience-involvement, memorability and authenticity: The service provider's effect on tourist experience
By A. Zátori, M. Smith, L. Puczkó. Tourism Management, 2018
349 citations recorded by the source corpus.
Abstract The purpose of the research was to investigate how service providers can enhance memorable and authentic tourist experiences in on-site conditions, in the context of sightseeing tours. Based on scale development, the experience-involvement construct is introduced to measure on-site tourist experience. The role of on-site experience as a predictor of memorable and authentic experiences was emphasized and empirically tested, and four dimensions of on-site tourist experience were identified: emotional, mental, flow-like and social experience-involvement. PLS-SEM revealed that interactive service elements and customization have a significant effect on on-site, memorable and authentic tourist experience formation, however, organizational service elements (e.g. physical environment, comfort) do not. The findings not only contribute to the body of knowledge on tourist experience formation with potential managerial implications, but fuel the emerging academic and industry discussion about the differences between services generating satisfaction (only) and those leading to memorability.
Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science
View Paper: https://www.semanticscholar.org/paper/8b2f3082b0edcbbec99fb64fd239f817345523f2
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Citations in the corpus
- How does authenticity enhance flow experience through perceived value and involvement: the moderating roles of innovation and cultural identity (2019, background): “The results also form a principle of the best experience process for tourists, which will help tourism managers and enterprises improve their performance and sustainable development (Zatori et al., 2018).”
- Psychological factors affecting memorable tourism experiences (2019, background): “Zatori, Smith, and Puczko (2018) introduced a new concept called experienced-involvement which describes realtime experience consumption most appropriately and has an important role in experience formation.”
- The role of co-creation experience in forming tourists' revisit intention to home-based accommodation: Extending the theory of planned behavior (2020, background): “, ‘I will have wonderful memories about my stay in the home-based accommodation’) (Zatori et al., 2018).”