An analysis of first-time and repeat-visitor destination images through the prism of the three-factor theory of consumer satisfaction

Abstract

The study examines first-time and repeat-visitor primary destination images through the prism of the three-factor theory of consumer satisfaction to expose the positive-negative asymmetry of their relationship with overall visitor satisfaction and word-of-mouth recommendation, and the differential impact of factor type on first-time visitors and repeaters. It also subdivides repeat visitors on the basis of revisit frequency to reveal significant differences between repeater subgroups and between first-time visitors and high-frequency repeaters, which have been overlooked in previous research. Combining this theoretical approach with the examination of repeater heterogeneity has revealed the criticality of the destination's basic and performance factors; the former are potentially critical constraints on re-visitation for the large majority of visitors, while many of the latter have a positive impact on satisfaction and visitor recommendation but also have a disproportionately greater negative impact when their performance is poor. Recommendations are made for the management and marketing of the destination's image attributes in line with first-time visitor and repeater requirements