Service encounter failure, negative destination emotion and behavioral intention: An experimental study of taxi service

Jing (Bill) Xu, Libo Yan, Connie K.Y. Mak

Research output: Contribution to journalArticlepeer-review

9 Citations (Scopus)

Abstract

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.

Original languageEnglish
Article number100886
JournalTourism Management Perspectives
Volume40
DOIs
Publication statusPublished - Oct 2021
Externally publishedYes

Keywords

  • Destination transportation
  • Dishonesty and inhospitality
  • Negative behavioral intention
  • Negative emotion
  • Service encounter failure
  • fsQCA

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