Exploring the Role of Service Delivery in Remarkable Tourism Experiences
dc.contributor.author
dc.date.accessioned
2019-03-13T07:09:16Z
dc.date.available
2019-03-13T07:09:16Z
dc.date.issued
2019-03-06
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dc.description.abstract
The purpose of the article is to analyze through a service-experience framework the consequences and contingency factors of Service Delivery (SD) in Remarkable Tourism Experiences (RTE) and explore to what extent these factors interact to evoke delight behaviors in customers. The proposal was validated with empirical data from 284 tourists collected through survey method on remarkable experiences in hotels and restaurants. Both an exploratory and a confirmatory analysis were developed using structural equation modeling (SEM). The result highlights to what extent SD components identified (service staff, service availability, and customer service interaction) affect RTE and aid to evoke CD in tourists with high-quality memories. The service-experience model goes beyond the frontline employees with a service-oriented perspective to better understand the emerging factors that provide happiness in customers. The organizational staff is the most important component influencing a customer’s happiness and love feelings. The empirical findings support a model and measurement scale that allows analysis of the impact of SD component statements about customer delight (CD). The study shows the antecedents and interactions among SD emergent factors in RTE, specifically regarding CD behavior. The model proposed in this study links SD components and basic emotions and has important practical implications
dc.description.sponsorship
This work was supported by Secretariat for Universities and Research, from the Department Economy
and Knowledge of the Government of Catalonia, Spain; the European Social Fund, the Spanish Ministry of Science and Innovation [ECO2017-86054-C3-1-R], and the Autonomous Government of Catalonia [2017 SGR 1259]
dc.format.mimetype
application/pdf
dc.language.iso
eng
dc.publisher
MDPI (Multidisciplinary Digital Publishing Institute)
dc.relation
info:eu-repo/grantAgreement/AEI/Plan Estatal de Investigación Científica y Técnica y de Innovación 2013-2016/ECO2017-86054-C3-1-R/ES/EFFICIENCY, INNOVATION, COMPETITIVENESS AND SUSTAINABLE PERFORMANCE/
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Reproducció digital del document publicat a: https://doi.org/10.3390/su11051382
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Sustainability, 2019, vol. 11, núm. 5, p. 1382
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Articles publicats (D-OGEDP)
dc.rights
Attribution 4.0 International
dc.rights.uri
dc.title
Exploring the Role of Service Delivery in Remarkable Tourism Experiences
dc.type
info:eu-repo/semantics/article
dc.rights.accessRights
info:eu-repo/semantics/openAccess
dc.type.version
info:eu-repo/semantics/publishedVersion
dc.identifier.doi
dc.contributor.funder
dc.type.peerreviewed
peer-reviewed
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dc.relation.ProjectAcronym
dc.identifier.eissn
2071-1050