A platform for research: civil engineering, architecture and urbanism
A platform for research: civil engineering, architecture and urbanism
Management of Tourist Destinations: The Expectations of Guests on eWOM Generation in Maldonado (Uruguay)
The purpose of this paper is to examine the importance of exceeding the expectations of guests to generate greater satisfaction, in order to offer an unforgettable experience and generate more comments on the Web 2.0 in the context of tourism. Structural equation models were used. The data for the analysis were obtained from a sample of residents of the Maldonado-Punta del Este conurbation (Uruguay), who were asked about their last overnight stay. The proposed structural equation model was tested using the partial least square (PLS) technique. The results show that exceeding the expectations of guests is essential for the clients’ experience and very important for the satisfaction with the stay at the hotel. The generation of online comments (electronic word-of-mouth (eWOM)) is also strongly influenced by emotional experiences. Exceeding the expectations of trained clients and surprising them with new services and experiences is the essence of luxury offers. The main practical implication is that exceeding expectations is the key to eWOM, and this means that managers must be involved in a perpetual process of service innovation.
Management of Tourist Destinations: The Expectations of Guests on eWOM Generation in Maldonado (Uruguay)
The purpose of this paper is to examine the importance of exceeding the expectations of guests to generate greater satisfaction, in order to offer an unforgettable experience and generate more comments on the Web 2.0 in the context of tourism. Structural equation models were used. The data for the analysis were obtained from a sample of residents of the Maldonado-Punta del Este conurbation (Uruguay), who were asked about their last overnight stay. The proposed structural equation model was tested using the partial least square (PLS) technique. The results show that exceeding the expectations of guests is essential for the clients’ experience and very important for the satisfaction with the stay at the hotel. The generation of online comments (electronic word-of-mouth (eWOM)) is also strongly influenced by emotional experiences. Exceeding the expectations of trained clients and surprising them with new services and experiences is the essence of luxury offers. The main practical implication is that exceeding expectations is the key to eWOM, and this means that managers must be involved in a perpetual process of service innovation.
Management of Tourist Destinations: The Expectations of Guests on eWOM Generation in Maldonado (Uruguay)
María Dolores Sánchez-Fernández (author) / Daniel Álvarez-Bassi (author) / José Ramón-Cardona (author)
2020
Article (Journal)
Electronic Resource
Unknown
Metadata by DOAJ is licensed under CC BY-SA 1.0
Retail Planning and Design for Tourist Destinations
| British Library Conference Proceedings | 1994
Special Issue on Transport at Tourist Destinations
| Online Contents | 2007