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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.

There is a substantial body of the literature on the role of destination image in tourist’s future behavior, however, the majority of these studies were conducted in “Sun-and-Sand” destinations, and only a few studies have addressed this research topic in “Historical-and-Cultural” destinations context. The purpose of this paper is to fill this gap by investigating the impact of Egypt’s perceived destination image – as one of the most famous cultural and historical destinations in the global tourism arena – and tourist satisfaction on tourists’ future behavioral intentions.

The study adopted a mixed methodology (a combination of survey questionnaire based on a quota sample from 400 tourists, as well as semi-structured interviews with tourists from different nationalities). Data were analyzed using exploratory factor analyses, confirmatory factor analysis and structural equation modeling.

The results related to the impact of the perceived destination image are discussed. Also, some practical implications related to destination management organizations are highlighted.

The study contributes theoretically and empirically to destination image literature, by improving the understanding of the multi-dimensional nature of destination image and its impact on revisit intention and word-of-mouth recommendation. Also, it helps in guiding Egypt’s destination image management activities to rebuild Egypt’s image as a safe destination for all the world’s travelers.

The primary purpose of this study is to investigate the impact of information security breaches on hotel guests' perceived service quality, satisfaction, likelihood of recommending a hotel and revisit intentions.

Five‐hundred seventy‐four US travelers participated in this experimental study. The respondents were exposed to one of three different scenarios: “negative”, where an information security breach happened in the hotel where a person stayed last and guest information was compromised; “neutral”, where an information security breach happened and guest information remained safe; and “positive”, where participants were told that the hotel where they last stayed successfully passed a comprehensive security audit, meaning that their guest information is properly handled and secured.

The results of the study revealed a significant impact of the treatments on three of the four outcome variables: satisfaction, likelihood of recommending a hotel, and revisit intentions. Information security breach scenarios resulted in a negative impact on the outcome variables regardless of whether or not the guest's credit card information was compromised. A positive scenario revealed a significant increase in guest satisfaction and revisit intentions scores.

The findings of the study provide clear indication that hotel operators must continually strive to keep the sensitive data that is collected from their guests secure, and that failure to do so can have significant negative ramifications on current and future guests. The results also suggest that hotels should openly publicize their achievements in the field of PCI compliance.

The study contributes to the body of knowledge on the importance of credit card information security breaches to hotel guest satisfaction and future behavior. To date, this is the only study that has investigated this topic in the hospitality industry, and it therefore makes a significant improvement towards the understanding of the impact of information security breach on hotel guest perceptions and future intentions.

The purpose of this study was to examine the relationships among nostalgia, customer equity and behavioral intentions. Specifically, consumers' intentions of purchase and word of mouth were assessed in this study.

A total of 272 responses were collected from football fans in Singapore. This study conducted partial least squares structural equation modeling (PLS-SEM) to test hypotheses using SmartPLS 3.0.

Results showed that the paths from nostalgia to value equity, brand equity and relationship equity were significant, whereas the direct influence of nostalgia on revisit intention and word-of-mouth intention was not found. In addition, value equity, brand equity and relationship equity positively affected intentions of revisitation and word of mouth.

The findings contribute to expanding the literature by introducing nostalgia and providing theoretical and practical implications, which enable marketers and managers to predict consumers' behavior and optimize their customer equity.

This study aims to determine whether destination awareness, destination image, and tourist motivation have a direct or indirect effect on tourists’ intention to revisit, with word of mouth (WOM) as a mediating variable. The study conducted a self-administered questionnaire survey and its target population was the visitors who came to the Batu Secret Zoo. The sample consisted of 170 respondents, who had visited the Batu Secret Zoo in the last six months. A survey research design was used. The measures used in the questionnaire were adapted from previous scales. The research was conducted using a quantitative method.

The findings indicate that destination awareness, destination image, and tourist motivation have a significant effect on tourists’ intention to revisit. This study also analyzed the possible mediating effect of WOM on tourists’ intention to revisit. The results showed that WOM plays a significant mediating role for destination awareness and destination image on tourists’ intention to revisit. These causal relationship variables were consistent with previous findings and conceptualized related studies. Several implications of the findings are discussed later.

The contemporary interest in customer loyalty has resulted in a proliferation of multi‐item scales containing an aggregated mix of items that appears to reflect different aspects of loyalty. The most common application of this aggregation approach is to include two specific loyalty facets, repatronage intentions and word‐of‐mouth intentions, in the same loyalty measure and to proceed as if they reflect the same underlying construct. The purpose of this paper is to examine – and question – this practice in conceptual, methodological, and empirical terms.

Two empirical studies in service settings were conducted and multi‐item measures were used to collect data on repatronage intentions, word‐of‐mouth intentions, and satisfaction. A structural equation model approach was used to compare an aggregated measurement approach with an approach which models the two loyalty constructs as two separate factors.

The results indicate that repatronage intentions and word‐of‐mouth intentions can indeed be seen as two discrete constructs.

The results indicate that caution is called for when the investigator is measuring customer loyalty with multi‐item measures. Indeed, the lumping together of such facets as repatronage intentions and word‐of‐mouth intentions is likely to conceal significant aspects of loyalty per se and its relation to other variables in the nomological net.

Only a very limited number of existing studies measure customer loyalty with multi‐item scales and with an explicit assumption that several discrete facets of loyalty exist.

This study aimed to obtain the study results of the visit increase model by adding the word of mouth (WOM) variable based on the results of research reviews in 2017 and 2019. The research was conducted in the ecotourism area of the south coast of West Java, which is oriented toward the environment’s carrying capacity and improving the community’s economy. Data analysis used descriptive verification using structural equation modeling (SEM), with a total of 302 respondents. The study results obtained descriptive analysis results based on research in 2017 and 2019, which showed no different results. The descriptive analysis results show that tourist travel motivation is considered strong by tourists; tourists have felt impressive tourism experiences. The average image of tourism destinations is considered sufficient. The West Java ecotourism area is quite successful in becoming a positive WOM conversation among most tourists. The intention to revisit is considered insufficient, or tourists have not agreed to return soon. The results of the verification analysis show that all the proposed hypotheses have a significant effect so that the model of increasing tourist visits based on travel motivation and impressive tourism experiences, the destination image that is intermediated by the WOM variable, has an impact on revisiting intention.

This paper aims to explore the impact of the experience of a winery visit to the visitor’s emotions and the effect of these emotions on visitor’s intention to revisit and recommend a winery as consequences of visitor satisfaction.

The study adopted a multi approach of customer experience, suggesting that visitors base their experience perception on the servicescape attributes, other visitors’ suitable behaviours and their own yearn for cognitive learning and fun. Path analysis is adopted to measure the impact of these constructs on visitor’s emotions and the role of these emotions in predicting visitor’s satisfaction and behavioural intentions. Data are collected through a self-administered highly structured questionnaire, self-completed by respondents at each winery. A total of 615 usable responses are obtained from eight wineries.

The results indicate that emotions are arisen – in a context of wine tourism – as a result of visitor’s evaluation of winery environment (especially Atmospherics, Signage and Facilities), other visitors’ appropriate behaviour and visitor’s desire to learn something new and to have fun during the winery experience. Also, it is revealed that visitor’s emotions positively impact on his/her satisfaction, which in turn seems to be a significant predictor of his/her intention to revisit the winery and give positive word-of-mouth.

The findings broaden the knowledge on visitor’s winery experience and its impact on visitor’s satisfaction and future behavioural intentions. However, because the study focuses only on winery visitors in Greece, the research results may lack generalizability. The application of the study to other wineries would allow for wider generalisations to be made from the results obtained.

The overall findings may have significant implications for wine tourism industries. Also, it might be beneficial for wineries in their effort to provide a more valuable experience to wine tourists and in increasing wine tourists’ loyalty.

The paper’s originality lies in providing information to clarify the relationships between the constructs of experience, visitor’s emotions, satisfaction and future behavioural intentions in a winery setting. Also, this study provides new and practical insights of winery experience in the Greek context, an area where very limited research has been conducted. Finally, this is one of the few studies that focus on more than two servicescape elements and their impact on visitor’s emotions.

This paper aims to investigate whether cultural intelligence will influence Chinese tourists’ travel satisfaction, revisit intention and word-of-mouth communication.

An online survey was conducted to collect data from 614 adult Chinese tourists, who have overseas travel experiences. Then, the Statistics Package for the Social Sciences (SPSS) and the structural equation modelling (SEM) were employed for data analysis.

The findings confirm that cultural intelligence has significant positive impacts on tourist satisfaction, revisit intention and electronic word-of-mouth (eWOM) communication. Additionally, tourist satisfaction significantly affects tourist eWOM communication.

This study provides theoretical and practical contributions regarding the effects of tourist cultural intelligence, especially on tourist post-travel evaluation and behavioural intention, which has been merely investigated in extant tourism research.