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The purpose of this study is to unearth the factors that influence tourists’ revisit intention. The proposed model of the study is grounded on using the theory of planned behaviour (TPB) and extending it with additional variables, i.e. satisfaction, destination image, perceived risk, service quality and perceived value.

This study adopted a cross-sectional approach to collect data. The data were collected by conducting a field survey questionnaire on 330 respondents and were analysed using partial least squares version 3.2.9.

The results show that perceived behavioural control, perceived value, destination image and satisfaction significantly affect visitors’ revisit intention. The influence of perceived value, perceived service quality and destination image on satisfaction is also confirmed. On the other hand, satisfaction is found to be a significant mediator between perceived service quality, destination image and perceived value.

The extended TPB model that includes perceived service quality, perceived value, perceived risk and satisfaction provided a model with a theoretical basis to explain tourist revisit intentions to a tourist destination.

El objetivo principal del estudio es descubrir los factores que influyen en la intención de revisita de los turistas. El modelo propuesto para el estudio se basa en el uso de la teoría del comportamiento planificado y se amplía con variables como la satisfacción, la imagen del destino, el riesgo percibido, la calidad del servicio y el valor percibido.

Este estudio adoptó un enfoque transversal para la recogida de datos. Los datos se recopilaron mediante un cuestionario de campo en el que participaron 330 encuestados. Los datos se analizaron utilizando la versión 3.2.9 de PLS.

Los resultados muestran que el control conductual percibido, el valor percibido, la imagen del destino y la satisfacción afectan significativamente a la intención de revisita. También se confirma la influencia del valor percibido, la calidad de servicio percibida y la imagen del destino sobre la satisfacción. Por otra parte, la satisfacción resulta ser un mediador significativo entre la calidad de servicio percibida, la imagen del destino y el valor percibido.

El modelo TPB ampliado que incluye la calidad de servicio percibida, el valor percibido, el riesgo percibido y la satisfacción proporcionó un modelo con una base teórica para explicar las intenciones de revisita de los turistas a un destino turístico.

本研究的目的是揭示影响游客重访意向的因素。本研究提出的模型以计划行为理论（TPB）为基础, 并以额外的变量（即满意度、目的地形象、感知风险、服务质量和感知价值）进行扩展。

本研究采用了横断面的方法来收集数据。通过对330名受访者进行实地调查问卷来收集数据, 并使用偏最小二乘法3.2.9版进行分析。

结果显示, 感知行为控制、感知价值、目的地形象和满意度对游客的再访意向有显著影响。感知价值、感知服务质量和目的地形象对满意度的影响也被证实。另一方面, 满意度被发现是感知服务质量、目的地形象和感知价值之间的一个重要中介因素。

包括感知服务质量、感知价值、感知风险和满意度在内的扩展TPB模型为解释游客对旅游目的地的再访意向提供了理论基础。

关键词: 满意度; 旅游; 计划行为理论; PLS-SEM; 目的地形象

This study aims to investigate factors and their impacts on halal tourism destinations revisit intentions among Muslim travelers, and explore the mediating effects of emotional attachments between halal social environments, halal food and beverages, halal services and halal tourism destinations revisit intentions.

Based on review of literatures, and by distributing 500 questionnaires to Muslim respondents and subsequently collecting 387 usable responses, the study is conducted through partial least squares structural equation modeling using Smart PLS3.3.3.

The findings of the study reveal that halal social environment, halal food and beverages, halal entertainments, halal staff clothing and emotional attachments significantly influence halal tourism destinations revisit intentions, whereas halal services has insignificant impact on halal tourism destinations revisit intentions, and halal social environment, halal food and beverages and halal services have positive significant impacts on emotional attachments toward halal tourism destinations. Moreover, emotional attachments partially mediate in the relationship between halal social environment, halal food and beverages, halal services and halal tourism destinations revisit intentions.

The current study findings uniquely contribute to the development of halal tourism destinations in Bangladesh by revealing the impactful factors and formulating marketing strategies that can increase Muslim travelers’ revisit intentions toward halal tourism destinations.

To the best of the author’s knowledge, this study is one of the pioneer research studies of halal tourism revisit intentions, providing new and unique theoretical and practical contributions to the enhancement of halal tourism industry in the world as well as Bangladesh. The findings could contribute to the halal tourism literature by identifying and evaluating factors influencing Muslim travelers’ revisit intentions toward halal tourism destinations. Moreover, the findings could help halal tourism operators in introducing halal attributes for creating Muslim travelers’ revisit intentions toward halal tourism destinations.

The study aims to examine the customers' revisit intention toward the green restaurants after service failure based upon service failure attributions. The study further intends to investigate the moderating effect of green self-identity on customers' post-service failure behavioral intentions.

A self-administered questionnaire was distributed to 327 participants who had experienced service failure while dining in green restaurants. The study draws upon the prevailing literature to examine the relationship among the constructs using structural equation modeling (SEM).

The findings of the study have confirmed that service failure has an adverse effect on customers' revisit intention toward the green restaurants. However, customers with green self-identity appear less anxious about service failure as findings indicate customers revisit green restaurant even after service failure.

The study provides a clear indication to the managers of the green restaurants that a better understanding of service failure attributions may facilitate in preventing service failure in a prompt and reasonable manner. It will not only contribute to building the brand reputation, but also ensure that customers stay with the brand for a longer duration.

The study is unique in a way that it is the first of its type to establish a relationship between service failure attributions and customer satisfaction in the emerging South Asian market, such as India in the context of green restaurants. Besides, this is the only study to use green self-identity as a moderator between the relationships of customer satisfaction and revisit intention.

This paper aims to investigate the effects of service quality and perceived price (monetary and behavioural price) on the revisit intention of patients to hospitals, as well as the mediating role of perceived price on the relationship between service quality and revisit intention.

This paper distributes questionnaires to outpatients in three major cities in Malaysia, namely, Penang, Melaka and Johor. Patients who were in the foyer, dispensary area and waiting area were intercepted where their responses were sought. The responses obtained from 400 patients were analysed using the structural equation modelling technique. Besides analysing the path coefficients, this study has examined the common method variance, bias and indirect effects of the relationships.

The results suggest that patients pay more attention to certain values in their search for the best health-care service and subsequently move on to new values. Pricing is an effective strategy to promote favourable behavioural intentions amongst patients. Better service quality is reflected in the reasonableness of monetary costs incurred by patients in acquiring health-care services. Patients who received poor services will be more likely to compare such services to the medical costs incurred to ascertain the worthiness of the amount paid. In addition, service quality also influences how patients perceive spending their time and efforts (waiting for nurses and physicians, as well as queueing in hospitals) as worthy and vice-versa. Their revisit intention will also be affected by the extent of which they invest their time, energy and efforts to search for relevant information.

The hospitals which desire to charge additional fees should enhance their service quality to reflect price equity. This is imperative in view of the pricing structure which can be relatively complex in subsequent follow-up treatments that may affect the decision of patients on the sources of health-care services.

Given the inevitable increase in medical fees, the perceived price can be a key determinant to the overall judgement patients had in terms of the health-care services received and the time and efforts sacrificed. However, the importance of monetary price and the behavioural price is still relatively unstudied, particularly their influence on revisit intention in the health-care setting.

Drawing upon the stimulus-organism-response model, this study aims to explore the impact of soft aspects of service quality on revisit intention through the mechanism of perceived empathy.

For the examination of the hypothesized relationships, the study adopts structural equation modelling to analyse the data of 562 respondents (i.e. 281 family members and 281 inpatients).

The empirical results suggest that service quality increased family member empathy perception, which, in turn, improved inpatients’ revisit intentions.

Past studies have focused on the roles of overall service quality. The authors have extended the literature by examining the specific but important aspect of service quality and its effects on emotional response. Importantly, the study explains that the affective reactions of a patient’s family, fastened with perceived empathy, have a central role in influencing the patients’ subsequent reactions. Moreover, the prior studies collected the data either from hospital employees or patients. However, in the present study, the authors used a unique sample (family members as well as patients) to have a deeper understanding. Thus, the study enhances the literature on the stimuli-response (i.e. service quality – revisit intentions) relationship in the context of service marketing in general and health care in specific. Important academic and managerial contributions and recommendations for future research are discussed.

This paper aims to understand the impact of service quality on corporate image and customer satisfaction. Furthermore, this study also examined the influence of corporate image and customer satisfaction on revisit intention and word of mouth. The mediation effect of corporate image and customer satisfaction on the relationships between service quality–revisit intention and service quality–word of mouth was also examined.

This study used the survey questionnaire method and collected data from 253 respondents comprising of customers who had karaoke singing experience in the Karaoke television (KTV). The partial least squares structural equation modeling was used in this study.

This study found that service quality has a significant positive influence on corporate image and customer satisfaction. Corporate image does not have a significant influence on revisit intention but has a significant positive influence on word of mouth. Furthermore, customer satisfaction has a significant positive influence on revisit intention and word of mouth. The mediation effect of corporate image and customer satisfaction is also found to be significant for most of the relationships.

This study showed the importance of service on customers’ reactions and behaviors in the KTV context, which have not been previously investigated. Businesses should always provide superior service quality to their customers because it impacts their subsequent behaviors such as revisit intention and word of mouth.

This study explored the role of market mavens for young tourists and existential authenticity for young tourist co-creation experience. It determines intentions to revisit and intentions to recommend tourism service providers. The theoretical foundation of this study is based upon the macro-micro theory approach of service-dominant (S-D) logic and customer engagement, which explains the idea of tourist co-creation interactivity and value creation between the service provider and tourist.

The positivist deductive approach, survey-based methodology was followed for this study. Data was collected from 349 young tourists who have traveled and contributed to travel services through collaboration and interaction with the service provider. The data were analyzed in SmartPLS, and structured equation modeling technique was used for hypothesis testing.

It was found that market mavens have a positive impact on young tourist's co-creation process, hence depicting intention to revisit and recommend the tourism service provider. Existential authenticity was also found having positive impact on tourist co-creation and intention to revisit and recommend the service provider. The results show that young tourists plan domestic trips in Pakistan and co-create with service providers.

This study theoretically and practically contributed in the literature and enhanced the literature concerning mainly the young tourists co-creation. It has also enhanced the knowledge about intentions to revisit and recommend with special focus on market mavens. Also, existential authenticity of the tourist spots was keenly considered in the underlying research.

This study highlights value-creation phenomenon in tourism for younger tourists. Their input is important in the form of creativity and innovation and by incorporating these young tourists in decision-making process. They ensure their ability to participate and design, resulting in loyalty towards service provider.

The purpose of this paper is threefold. First, the authors investigate the influence of other customer perception (OCP) on focal customer’s service quality perception and service revisit intention in hotel services. Second, they examine whether negative effects of OCP can be managed through customer participation. Finally, they examine the effectiveness of CP as a strategy when individuals vary in terms of their need for uniqueness (NFU).

A 2 (OCP: favorable versus unfavorable) × 2 (customer participation: customer participation versus no customer participation) × 2 (NFU: high versus low) between-subjects experiment was conducted to collect responses. Analysis of variance and pre-planned contrast tests were carried out to test the hypotheses.

Customers who are exposed to unfavorable OCP reported low service quality evaluation and revisit intention. However, two-way interaction results supported that in unfavorable OCP situation, customers who are exposed to high customer participation have reported high revisit intention compared to those who are not exposed to customer participation. In addition, the three-way interaction effects indicate that customer participation may work as an intervention mechanism to reduce the negative effects of OCP to form favorable service quality perception and revisit intention only for customers with low NFU.

This is the first in its stream of studies examining the following research questions: “Can the negative effects of OCP be mitigated with the help of managerial intervention?”; and “Would a customer’s individual differences influence the effectiveness of such an intervention strategy?”

The purpose of this study is to examine how robotic anthropomorphism and personalized design may affect consumers' reactions to brands after service failure.

This study conducted two studies based on cognitive appraisal theory and artificial intelligence device acceptance theory. Study 1 explored the mechanisms by which the type of anthropomorphic design of the service robot (humanoid robot/nonhumanoid robot) influenced revisit intention after service failure through a one-factor between-subjects design based on a restaurant dining scenario. Study 2 was based on a hotel check-in scenario and explored the moderating effect of robot personalization design on the above mechanisms through a 2 (anthropomorphic design: humanoid robot/nonhumanoid robot) × 2 (personalized design: self-name/no name) between-subjects design.

Study 1 shows that consumers have higher performance expectations for nonhumanoid robots, leading to a higher tolerance for service failure, which in turn generates higher revisit intentions. Study 2 shows that consumers' performance expectations are significantly enhanced after custom naming of humanoid robots, so the serial mediation mechanism for the effect of robot anthropomorphic design on revisit intention does not hold.

This study extends the research of artificial intelligence device acceptance theory in the field of service failure and exploratively proposes an intervention mechanism for the negative effects of the anthropomorphic design of service robots.

With the increasing use of robots in service scenarios in hospitality industries, service failure frequently occurs during the service process, and consumers may react differently toward humanoid vs. nonhumanoid robots due to different performance expectancies. This study focuses on consumers' reactions to service failures by humanoid vs. nonhumanoid robots and the different impacts on brand forgiveness and revisit intentions through performance expectancy for different genders.

The study used a sample of 280 participants to test the moderated chain mediation model. The participants were instructed to report their performance expectancies for humanoid/nonhumanoid robots and imagine a hotel check-in scenario in which a service failure occurs. Brand forgiveness, brand revisit intention and other demographic information were assessed.

The results show that consumers have higher performance expectancy for nonhumanoid robots. This performance expectancy generates brand forgiveness and revisit intentions for male consumers but does not affect female consumers' forgiveness and revisit behaviors.

This study contributes to the literature by taking a long-term perspective to investigate the outcomes after service failure, providing evidence for pending questions in previous studies and enriching studies of gender differences. Additionally, this study provides practical implications to consider the use of anthropomorphism in robots, advocate for functional confidence in robots and target consumers across genders.