The spillover effect of airport service experience on destination revisit intention

Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 and Wang, Xuequn and Manhas, Parikshat Singh (2021) The spillover effect of airport service experience on destination revisit intention. Journal of Hospitality and Tourism Management, 48. pp. 119-127. ISSN 1447-6770


Abstract

The study applies the spillover effect and complexity theories to examine the relationship between customers' service experience at the airports and their destination choice. Symmetrical and asymmetrical methods are proposed to test this relationship to reveal the complexity theory underlying the spillover effects. Symmetrical testing is manifested in structural equation modelling and regression analysis whereas the asymmetrical method in fuzzy-set qualitative comparative analysis. The data were collected from departure passengers in multiple airports in Australia and India. The results from symmetrical and asymmetrical testings differ significantly. A positive spillover effect is confirmed; however complex relationships are shown between customers’ service experience at the airports and their destination choice. Discussion and implications of the study findings are presented to conclude this paper.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 22 Jul 2022 04:40
Last Modified: 25 Jul 2022 03:32
Uncontrolled Keywords: Consumer behaviours; Destination marketing; Service experience; Service quality; Spillover effect; Tourism marketing
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350799 Strategy, management and organisational behaviour not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350699 Marketing not elsewhere classified
Socio-Economic Objectives (2020): 28 EXPANDING KNOWLEDGE > 2801 Expanding knowledge > 280106 Expanding knowledge in commerce, management, tourism and services
Identification Number or DOI: https://doi.org/10.1016/j.jhtm.2021.06.001
URI: http://eprints.usq.edu.au/id/eprint/49831

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