TY - JOUR
T1 - Service encounter failure, negative destination emotion and behavioral intention
T2 - An experimental study of taxi service
AU - Xu, Jing (Bill)
AU - Yan, Libo
AU - Mak, Connie K.Y.
N1 - Publisher Copyright:
© 2021 Elsevier Ltd
PY - 2021/10
Y1 - 2021/10
N2 - The relationship between transportation and tourism has not been fully explored in tourist research. The effects of transportation services at destinations, particularly with service encounter failures, on tourists' perceptions of the destinations and their behavioral intentions have not been considered. We examine taxis, a main form of tourist transportation, and assess how tourists evaluate the service encounter failures. Our sample of 308 residents in Hong Kong participated in an online experiment with a 2 × 2 between-subject experimental design. The results indicated that both dishonesty and inhospitality were regarded as attributes of taxi service failures and can contribute to tourists' negative emotions regarding destinations. The negative emotions were found to be a strong predictor of tourists' negative behavioral intentions, including their intentions to post negative online reviews and not to revisit. The implications are also discussed about managing transportation services such as taxis for destination marketing and management.
AB - The relationship between transportation and tourism has not been fully explored in tourist research. The effects of transportation services at destinations, particularly with service encounter failures, on tourists' perceptions of the destinations and their behavioral intentions have not been considered. We examine taxis, a main form of tourist transportation, and assess how tourists evaluate the service encounter failures. Our sample of 308 residents in Hong Kong participated in an online experiment with a 2 × 2 between-subject experimental design. The results indicated that both dishonesty and inhospitality were regarded as attributes of taxi service failures and can contribute to tourists' negative emotions regarding destinations. The negative emotions were found to be a strong predictor of tourists' negative behavioral intentions, including their intentions to post negative online reviews and not to revisit. The implications are also discussed about managing transportation services such as taxis for destination marketing and management.
KW - Destination transportation
KW - Dishonesty and inhospitality
KW - Negative behavioral intention
KW - Negative emotion
KW - Service encounter failure
KW - fsQCA
UR - http://www.scopus.com/inward/record.url?scp=85115936775&partnerID=8YFLogxK
U2 - 10.1016/j.tmp.2021.100886
DO - 10.1016/j.tmp.2021.100886
M3 - Article
AN - SCOPUS:85115936775
SN - 2211-9736
VL - 40
JO - Tourism Management Perspectives
JF - Tourism Management Perspectives
M1 - 100886
ER -
