Customer delight, engagement, experience, value co-creation, place identity, and revisit intention: a new conceptual framework
Date
2022
Authors
Shoukat, M.H.
Ramkissoon, H.
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Journal article
Citation
Journal of Hospitality Marketing and Management, 2022; 31(6):757-775
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Abstract
This research note explored the less-understood relationships between customer delights and revisit intention. We draw on extant literature to develop and propose a new conceptual framework underpinned by cognitive appraisal theory, theory of planned behavior, and attachment theory. This conceptual note proposed relationships between customer engagement (CE), customer experience (CX), place identity, and value co-creation between customer delight and revisits intention. This note offers insights on the essential role of customer delight in tourism, supporting effective interactions with CE, CX, place identity, and value co-creation for destination strategy development. This is one of the earliest initiatives to reinvent the wheel of customer delight in tourism to encourage tourist behavior intentions.
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Copyright 2022 The Author(s). Published with license by Taylor & Francis. This is an Open Access article distributed under the terms of the Creative Commons Attribution-Non Commercial-No Derivatives License (http://creativecommons.org/licenses/by-nc-nd/4.0/)