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Determinants of experienced tourists’ satisfaction and actual spending behavior: a PLS path modelling approach

Sajad Rezaei (Chair of Marketing and Innovation, Universität Hamburg, Hamburg, Germany, and Taylor’s Business School, Taylor’s University, Subang Jaya, Malaysia)
Ebrahim Mazaheri (Department of Marketing and Management, Laurentian University, Barrie, Canada)
Ramin Azadavar (International Business School, Universiti Teknologi Malaysia, Kuala Lumpur, Malaysia, and University of Applied Science and Technology (UAST), Tehran, Iran)

International Journal of Culture, Tourism and Hospitality Research

ISSN: 1750-6182

Article publication date: 5 June 2017

Abstract

Purpose

The purpose of this paper is to examine the impact of customer perceived relationship marketing (CPRM), service quality and brand experience on tourists’ satisfaction and actual spending behavior in the emerging hospitality industry in Iran.

Design/methodology/approach

A total of 308 valid questionnaires were collected to empirically evaluate the measurement and structural model using the PLS path modelling approach, a variance-based structural equation modelling (VB-SEM) technique.

Findings

The results support the causal relationships that exist between the exogenous and endogenous constructs. Furthermore, three other factors were found to be second-order constructs: brand experience (reflective-reflective) comprising of sensory, affective, behavioural and intellectual; service quality (reflective-reflective) comprising of tangibility, reliability, responsiveness, assurance and empathy; and actual spending behaviour (reflective-reflective) comprising of dining frequency and dining expenditure.

Originality/value

Current literature has commonly investigated the attitude, satisfaction and behaviour of a traveller’s intentions; however, limited research has examined an experienced tourist’s actual spending behaviour in an emerging hospitality industry environment, such as Iran.

Keywords

Citation

Rezaei, S., Mazaheri, E. and Azadavar, R. (2017), "Determinants of experienced tourists’ satisfaction and actual spending behavior: a PLS path modelling approach", International Journal of Culture, Tourism and Hospitality Research, Vol. 11 No. 2, pp. 157-181. https://doi.org/10.1108/IJCTHR-09-2015-0107

Publisher

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Emerald Publishing Limited

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