Predicting Destination Image in Creative Tourism: A Comparative between Tourists and Residents
Main Article Content
Keywords
Creative attraction, Experience quality, Perceived value, Satisfaction, Destination image
Abstract
This study’s objective is to examine tourist and resident experiences of creative tourist attractions through the development of an experience quality-destination model and assess the interrelationships among model factors: experience quality, perceived value, satisfaction, and destination image. The research was conducted across several creative tourism attractions in Bandung, Indonesia including cultural/traditional dancing, crafting, painting and games. Self-administered questionnaires were distributed to the visitors after they enjoyed the experience. Of the 421 questionnaires collected, 400 were useable for further analysis. The hypotheses are examined by using Partial Least Square (PLS). The proposed experience quality-destination model is a good fit for both the tourist and resident samples. For the tourist sample, all the direct effects among variables in the model are significant except for perceived value’s effect on destination image. For the resident sample, experience quality directly influences perceived value, and perceived value directly affects both satisfaction and destination image. The total effect of experience quality on destination image is significant for both samples.
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References
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Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective (7th ed.). Upper Saddle River: Pearson Education.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135. doi: 10.1007/s11747-014-0403-8
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Loi, L. T. I., So, A. S. I., Lo, I. S., & Fong, L. H. N. (2017). Does the quality of tourist shuttles influence revisit intention through destination image and satisfaction? The case of Macao. Journal of Hospitality and Tourism Management, 32, 115-123. doi: 10.1016/j.jhtm.2017.06.002
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Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116-126.
Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review(July-August), 97-105.
Qu, H. L., Kim, L. H., & Im, H. H. (2011). A model of destination branding: integrating the concepts of the branding and destination image. Tourism Management, 32(3), 465-476.
Rollero, C., & De Piccoli, N. (2010). Place attachment, identification and environment perception: An empirical study. Journal of Environmental Psychology, 30(2), 198-205. doi: 10.1016/j.jenvp.2009.12.003
Ryan, C., & Cave, J. (2005). Structuring Destination Image: A Qualitative Approach. Journal of Travel Research, 44(2), 143-150. doi: 10.1177/0047287505278991
Sirgy, M. J., Efraty, D., Siegel, P., & Lee, D.-J. (2001). A New Measure of Quality of Work Life (QWL) Based on Need Satisfaction and Spillover Theories. Social Indicators Research, 55(3), 241-302 doi: 10.1023/A:1010986923468
Stylidis, D., Shani, A., & Belhassen, Y. (2017). Testing an integrated destination image model across residents and tourists. Tourism Management, 58, 184-195. doi: 10.1016/j.tourman.2016.10.014
Stylos, N., Vassiliadis, C. A., Bellou, V., & Andronikidis, A. (2016). Destination images, holistic images and personal normative beliefs: Predictors of intention to revisit a destination. Tourism Management, 53, 40-60. doi: 10.1016/j.tourman.2015.09.006
Suhartanto, D. (2017). The role of store coopetition and attractiveness on the performance of tourism destination and its retail stores. International Journal of Tourism Policy, 7(2), 151-165. doi: 10.1504/IJTP.2017.10006051
Suhartanto, D., & Noor, A. (2012). Customer Satisfaction in the Airline Industry: The Role of Service Quality and Price. Paper presented at the Asia Tourism Forum.
Whang, H., Yong, S., & Ko, E. (2016). Pop culture, destination images, and visit intentions: Theory and research on travel motivations of Chinese and Russian tourists. Journal of Business Research, 69(2), 631-641. doi: 10.1016/j.jbusres.2015.06.020
Woodside, A. G., & Dubelaar, C. (2002). A General Theory of Tourism Consumption Systems: A Conceptual Framework and an Empirical Exploration. Journal of Travel Research, 41, 120-132. doi: 10.1177/004728702237412
Xu, J., & Chan, A. (2010). Service Experience and Package Tours. Asia Pacific Journal of Tourism Research, 15(2), 177-194. doi: 10.1080/10941661003629987
Yuksel, A., Yuksel, F., & Bilim, Y. (2010). Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty. Tourism Management, 31(2), 274-284.
Zhang, H., Fu, X., Cai, L. A., & Lu, L. (2014). Destination image and tourist loyalty: A meta-analysis. Tourism Management, 40, 213-223. doi: 10.1016/j.tourman.2013.06.006
Agapito, D., Oom do Valle, P., & da Costa Mendes, J. (2013). The Cognitive-Affective-Conative Model of Destination Image: A Confirmatory Analysis. Journal of Travel & Tourism Marketing, 30(5), 471-481. doi: 10.1080/10548408.2013.803393
Ali, F., Ryu, K., & Hussain, k. (2016). Influence of Experiences on Memories, Satisfaction and Behavioral Intentions: A Study of Creative Tourism. Journal of Travel & Tourism Marketing, 33(1), 85-100. doi: 10.1080/10548408.2015.1038418
Beerli, A., & Martín, J. D. (2004). Factors influencing destination image. Annals of Tourism Research, 31(3), 657-681. doi: 10.1016/j.annals.2004.01.010
Chang, L.-L., Backman, K. F., & Huang, Y.-C. (2014). Creative tourism: a preliminary examination of creative tourists’ motivation, experience, perceived value and revisit intention. International Journal of Culture, Tourism and Hospitality Research, 8(4), 401 - 419. doi: 10.1108/IJCTHR-04-2014-0032
Chen, C.-F., & Chen, F.-S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29-35. doi: 10.1016/j.tourman.2009.02.008
Chen, C.-F., & Tsai, D. (2007). How destination image and evaluative factors affect behavioral intentions? Tourism Management, 28(4), 1115-1122. doi: 10.1016/j.tourman.2006.07.007
Chin, W. W., Peterson, R. A., & Brown, S. P. (2008). Structural Equation Modeling in Marketing: Some Practical Reminders. Journal of Marketing Theory and Practice, 16(4), 287-298.
Choi, J. G., Tkachenko, T., Sil, S., & Cohen, J. S. p. a. f. t. b. (2011). On the destination image of Korea by Russian tourists. Tourism Management, 32(1), 193-194.
Deshwal, P. (2016). Customer experience quality and demographic variables (age, gender, education level, and family income) in retail stores. International Journal of Retail & Distribution Management, 44(9), 940-955. doi: 10.1108/IJRDM-03-2016-0031
Dodds, R., & Jolliffe, L. (2016). Experiential Tourism: Creating and Marketing Tourism Attraction Experiences. In M. Sotiriadis & D. Gursoy (Eds.), The Handbook of Managing and Marketing Tourism Experiences (pp. 113-129). Bingley, UK: EmeraldInsight.
García-Fernández, J., Gálvez-Ruíz, P., Fernández-Gavira, J., Vélez-Colón, L., Pitts, B., & Bernal-García, A. (2018). The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers. Sport Management Review, 21(3), 250-262. doi: 10.1016/j.smr.2017.07.003
Hair, J. E., Hult, G. T., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2 ed.). Thousand Oaks: Sage.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective (7th ed.). Upper Saddle River: Pearson Education.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135. doi: 10.1007/s11747-014-0403-8
Hung, W.-L., Lee, Y.-J., & Huang, P.-H. (2016). Creative experiences, memorability and revisit intention in creative tourism. Current Issues in Tourism, 19(8), 763-770. doi: 10.1080/13683500.2013.877422
Kim, H. S., & Choi, B. (2016). The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings. Journal of Services Marketing, 30(4), 384-397. doi: 10.1108/JSM-06-2014-0194
Kim, K., Hallab, Z., & Kim, J. N. (2012). The Moderating Effect of Travel Experience in a Destination on the Relationship Between the Destination Image and the Intention to Revisit. Journal of Hospitality Marketing & Management, 21(5), 486-505. doi: 10.1080/19368623.2012.626745
Klaus, P. (2013). The case of Amazon.com: towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT). Journal of Services Marketing, 27(6), 443-457. doi: 10.1108/JSM-02-2012-0030
Li, M., Cai, L. A., Lehto, X. Y., & Huang, J. (2010). A Missing Link in Understanding Revisit Intention—The Role of Motivation and Image. Journal of Travel & Tourism Marketing, 27(4), 335-348. doi: 10.1080/10548408.2010.481559
Lin, C.-H., Morais, D. B., Kerstetter, D. L., & Hou, J.-S. (2007). Examining the role of cognitive and affective image in predicting choice across natural, developed, and theme-park destinations. Journal of Travel Research, 46(2), 183-194.
Lloyd, A. E., Yip, L. S. C., & Luk, S. T. K. (2011). An examination of the differences in retail service evaluation between domestic and tourist shoppers in Hong Kong. Tourism Management, 32(3), 520-533. doi: 10.1016/j.tourman.2010.04.004
Loi, L. T. I., So, A. S. I., Lo, I. S., & Fong, L. H. N. (2017). Does the quality of tourist shuttles influence revisit intention through destination image and satisfaction? The case of Macao. Journal of Hospitality and Tourism Management, 32, 115-123. doi: 10.1016/j.jhtm.2017.06.002
McLean, G., & Wilson, A. (2016). Evolving the online customer experience … is there a role for online customer support? Computers in Human Behavior, 60, 602-610. doi: 10.1016/j.chb.2016.02.084
Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116-126.
Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review(July-August), 97-105.
Qu, H. L., Kim, L. H., & Im, H. H. (2011). A model of destination branding: integrating the concepts of the branding and destination image. Tourism Management, 32(3), 465-476.
Rollero, C., & De Piccoli, N. (2010). Place attachment, identification and environment perception: An empirical study. Journal of Environmental Psychology, 30(2), 198-205. doi: 10.1016/j.jenvp.2009.12.003
Ryan, C., & Cave, J. (2005). Structuring Destination Image: A Qualitative Approach. Journal of Travel Research, 44(2), 143-150. doi: 10.1177/0047287505278991
Sirgy, M. J., Efraty, D., Siegel, P., & Lee, D.-J. (2001). A New Measure of Quality of Work Life (QWL) Based on Need Satisfaction and Spillover Theories. Social Indicators Research, 55(3), 241-302 doi: 10.1023/A:1010986923468
Stylidis, D., Shani, A., & Belhassen, Y. (2017). Testing an integrated destination image model across residents and tourists. Tourism Management, 58, 184-195. doi: 10.1016/j.tourman.2016.10.014
Stylos, N., Vassiliadis, C. A., Bellou, V., & Andronikidis, A. (2016). Destination images, holistic images and personal normative beliefs: Predictors of intention to revisit a destination. Tourism Management, 53, 40-60. doi: 10.1016/j.tourman.2015.09.006
Suhartanto, D. (2017). The role of store coopetition and attractiveness on the performance of tourism destination and its retail stores. International Journal of Tourism Policy, 7(2), 151-165. doi: 10.1504/IJTP.2017.10006051
Suhartanto, D., & Noor, A. (2012). Customer Satisfaction in the Airline Industry: The Role of Service Quality and Price. Paper presented at the Asia Tourism Forum.
Whang, H., Yong, S., & Ko, E. (2016). Pop culture, destination images, and visit intentions: Theory and research on travel motivations of Chinese and Russian tourists. Journal of Business Research, 69(2), 631-641. doi: 10.1016/j.jbusres.2015.06.020
Woodside, A. G., & Dubelaar, C. (2002). A General Theory of Tourism Consumption Systems: A Conceptual Framework and an Empirical Exploration. Journal of Travel Research, 41, 120-132. doi: 10.1177/004728702237412
Xu, J., & Chan, A. (2010). Service Experience and Package Tours. Asia Pacific Journal of Tourism Research, 15(2), 177-194. doi: 10.1080/10941661003629987
Yuksel, A., Yuksel, F., & Bilim, Y. (2010). Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty. Tourism Management, 31(2), 274-284.
Zhang, H., Fu, X., Cai, L. A., & Lu, L. (2014). Destination image and tourist loyalty: A meta-analysis. Tourism Management, 40, 213-223. doi: 10.1016/j.tourman.2013.06.006