Abstract
Tourism is one of the sectors that contribute to a country’s economy. Creative tourist activities form part of the strategy to increase public interest in this industry. The tourism sector is related to the hospitality industry, whose expansion cannot be separated from its development and vice versa. The hospitality industry’s rapid development has resulted in competitive rivalry between hotels over attracting customers to stay and use their facilities. This study aims to identify factors that influence the increase in hotel customers’ intention tore-visit by exploring customer experience management and customer value. The research focus is a themed resort hotel with distinctive characteristics. The sampling technique used a non-probability variety involving use of an accidental sampling approach. A total of 500 respondents participated in the questionnaire exercise. This study used a quantitative method employing Structural Equation Modeling (SEM) analysis techniques to test the hypothesis with Lisrel 8.8 used as the data processing tool. The findings of the research indicate that customer experience management exerts a significant influence on re-visit intention through customer value. The article’s later sections discuss recommendations, implications, and suggestions for future research.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Al, W. (2004). Cytogenetic characterization and fael genevariation in progenies. National Research Council Canada, 47, 724–731.
Aliaga, M., & Gunderson, B. (2000). Introduction to quantitative research. Doing quantitative research in education with SPSS (pp. 1–11). Thousand Oaks, CA: Sage.
Andriani, E. (2015). Implementasi Konsep “Pretensious Moment” Tradisional Lombok Pada Perancangan Interior Lobby Dan Area Komersil “The Lombo” Hotel Resort Di Lombok. Intra, 3(2), 310–319.
Asanah, M. Y. A. (2012). Perancangan hotel resort di Batu: Green architecture. Doctoral dissertation, Universitas Islam Negeri Maulana Malik Ibrahim.
Attubel, M. M. (2013). Pengambilan Keputusan Wisatawan Berkunjung di Nusatenggara Timur Melalui Bauran Pemasaran Jasa Pariwisata. Jurnal Ilmiah Pariwisata, 18(3), 216–230.
Bentler, P. M. (1990). Comparative fit indexes in structural models. Psychological Bulletin, 107(2), 238.
Bigne, J. E., Sanchez, I., & Andreu, L. (2009). The role of variety seeking in short and long run revisit intentions in holiday destinations. International Journal of Culture, Tourism and Hospitality Research, 3(2), 103–115.
Bruhn, M., Schnebelen, S., & Schalfer, D. (2014). Antecedents and consequences of the quality of e- customer-to customer interactions in B2B brand communities. Industry Market Management, 43, 164–176.
Central Statistics Agency, Indonesia (BPS). (2013, 2015). Statistic Publication. [Online] Official website: https://www.bps.go.id/
Chang, L.-L., Backman, F. K., & Chih Huang, Y. (2014). Creative tourism: A preliminary examination of creative tourists’ motivation, experience, perceived value and revisit intention. International Journal of Culture, Tourism and Hospitality Research, 8(4), 401–419. doi:10.1108/IJCTHR-04-2014-0032.
Chao-hui, W. A. N. G., Lin, L., & Qiao-yun, X. I. A. (2011). Tourists’ perception value and behavior intention in mega-events based on structural equation model (SEM): A case study of 2010 Shanghai World Expo. 地理研究, 30(4), 735–746.
Chen, C. F., & Chen, F. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31, 29–35.
Chen, J. S., & Gursoy, D. (2001). An investigation of tourists’ destination loyalty and preferences. International Journal of Contemporary Hospitality Management, 13(2), 79–85.
Chen, S., & Lin, C. (2014). Technological forecasting & social change the impact of customer experience and perceived value on sustainable social relationship in blogs: An empirical study. Technological Forecasting and Social Change. doi:10.1016/j.techfore.2014.11.011
Chen, C. F., & Tsai, D. (2007). How destination image and evaluative factors affect behavioral intentions? Tourism Management, 28(4), 1115–1122.
Cronin, J. J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value and customer satisfaction on consumer behavioral intention in service environments. Journal of Retailing, 76(2).
Dibb, S., Simkin, L., Pride, W. M., & Ferrell, O. C. (2005). Marketing: Concepts and strategies (p. 850). Abingdon: Houghton Mifflin.
Diller, S., Shedroff, N., & Rhea, D. (2006). Making meaning: How successful business deliver meaningful customer experience. Berkeley, CA: New Riders.
Dominici, G., & Guzzo, R. (2010). Customer satisfaction in the hotel industry: A case study from Sicily. International Journal of Marketing Studies, 2(2), 3–12.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis (5th ed.). Upper Saddle River, NJ: Pearson Prentice Hall.
Hasan, A. (2013). Marketing dan Kasus-Kasus Pilihan. Yogyakarta: CAPS (Center for Academic Publishing Service).
Hassan, S. M. I. P., Purnama, R., & Ridwanudin, O. (2014). Pengaruh customer value Dalam Meningkatkan Kepuasan Wisatawan Di Saung Angklung Udjo (Survei terhadap Wisatawan Nusantara Individu di Saung Angklung Udjo). Tourism and Hospitality Essentials (THE) Journal, 4(1), 725–732.
Homburg, C., Jozi, D., & Kuehnl, C. (2015). Customer experience management: Toward implementing an evolving marketing concept. doi:10.1007/s11747-015-0460-7
Jöreskog, K. G., & Sörbom, D. (1996). LISREL 8: User’s reference guide. Scientific Software International.
Klaus, P., & Maklan, S. (2013). Towards a better measure of customer experience. International Journal of Market Research, 55(2), 227–246. doi:10.2501/IJMR-2013-021.
Kotler, P., & Keller, K. L. (2009). Marketing management. Organization, 22. doi:10.1080/08911760903022556
Kozak, M. (2001). Repeaters’ behavior at two distinct destinations. Annals of Tourism Research, 28(3), 784–807.
Luo, M., Chen, J. S., Ching, R. K., & Liu, C. C. (2011). An examination of the effects of virtual experiential marketing on online customer intentions and loyalty. Service Industry Journal, 31, 2163–2191.
Luturlean, B. S., & Anggadwita, G. (2015). A framework for conceptualizing customer experiences management in the hotel industry. In 3rd International Seminar and Conference on Learning Organization, Yogyakarta, Indonesia.
Luturlean, B. S., & Anggadwita, G. (2016). Customer experience management in the hotel industry: Principles, theory and practice. Advances in Economics, Business, and Management Research, 15, 460–463. Atlantis Press.
Mat Som, A. P., Marzuki, A., Yousefi, M., & AbuKhalifeh, A. N. (2012). Factors influencing visitors’ revisit behavioral intentions: A case study of Sabah, Malaysia. International Journal of Marketing Studies, 4(4), 39–50. doi:10.5539/ijms.v4n4p39.
Mohajerani, P., & Miremadi, A. (2012). Customer satisfaction modeling in hotel industry: A case study of Kish Island in Iran. International Journal of Marketing Studies, 4(3), 134–152.
O’Shannessy et al. (2001). Accommodation services. Hospitality Press.
Pendit, N. (1999). Ilmu Pariwisata. Jakarta: Akademi Pariwisata Trisakti.
Petrick, J. F., Morais, D. D., & Norman, W. C. (2001). An examination of the determinants of entertainment vacationers’ intentions to revisit. Journal of Travel Research, 40(1), 41–48.
Plewa, C., & Quester, Q. (2006). Satisfaction with University industry relationship: The impact of commitment, trust and championship. International Journal of Technology Transfer and Commercialization, 5(1), 79–101.
Salman, L. (2010). Analisis Perencanaan Program Komunikasi Pemasaran Visit Lombok Sumbawa 2012. Surakarta: Universitas Sebelas Maret.
Schiffman, L. G., & Kanuk, L. L. (2012). Consumer behavior. Upper Saddle River, NJ: Pearson Education.
Sweeny, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220.
Tajeddini, K., & Ratten, V. (2017). The moderating effect of brand orientation on inter-firm market orientation and performance. Journal of Strategic Marketing, 1–31.
TripCanvas Indonesia. (2017). Find hotels. [Online] Accessed April, 2017, from https://indonesia.tripcanvas.co
Um, S., Chon, K., & Ro, Y. (2006). Antecedents of revisit intention. Annals of Tourism Research, 33(4), 1141–1158.
Vera, J., & Trujillo, A. (2013). Service quality dimensions and superior customer perceived value in retail banks; an empirical study on Mexican customers. Journal Retail Consumer Service, 20, 579–586.
Walter, U., Edvardsson, B., & Ostrom, A. (2010). Drivers of customers’ service experiences: A study in the restaurant industry. Managing Service Quality, 20(3), 236–258.
Weng, M., Ha, J.-L., Wang, Y., & Tsai, C.-L. (2012). A study of the relationship among service innovation, customer value and customer satisfaction: An empirical study of the hotel industry in Taiwan. International Journal of Organizational Innovation, 4, 98–113.
World Economic Forum. (2013). The travel and tourism competitiveness report 2013. Geneva: WEF. Retrieved April 1, 2017, from WEF Web site: http://www3.weforum.org/docs/WEF_TT_Competitiveness_Report_2013.pdf
Yi, Y., & La, S. (2004). What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty. Psychology and Marketing, 21(5), 351–373.
Yuniawati, Y., & Finardi, A. D. I. (2016). Gunung Tangkuban Perahu Pengaruh Customer Experience Terhadap Revisit Intention di Taman Wisata Alam Gunung Tangkuban Perahu. Tourism and Hospitality Essentials (THE) Journal, 6(1), 983–994.
Zeithaml, V. A., Binter, M. J., & Gremler, D. D. (2009). Services marketing: Integrating customer focus across the firm (p. 15). New York: McGraw Hill.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2018 Springer International Publishing AG
About this chapter
Cite this chapter
Luturlean, B.S., Hurriyati, R., Wibowo, L.A., Anggadwita, G. (2018). Influencing Factors in Customers’ Intention to Re-visit Resort Hotels: The Roles of Customer Experience Management and Customer Value. In: Ratten, V., Braga, V., Marques, C. (eds) Knowledge, Learning and Innovation . Contributions to Management Science. Springer, Cham. https://doi.org/10.1007/978-3-319-59282-4_12
Download citation
DOI: https://doi.org/10.1007/978-3-319-59282-4_12
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-59281-7
Online ISBN: 978-3-319-59282-4
eBook Packages: Business and ManagementBusiness and Management (R0)