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The influence of competition on visitor satisfaction and loyalty - ScienceDirect
Source: sciencedirect.com
Article summary:
1. This paper examines how measuring satisfaction and loyalty relative to competitors results in different and more easily interpretable measures than those currently considered in the literature.
2. Benchmarking satisfaction and loyalty to competitors provides improved tools for management and new avenues for tourism and consumer research.
3. The extent to which visitors take into account competitors when they respond to satisfaction and loyalty questions has not been investigated in the literature, but this paper seeks to fill this gap.
Article analysis:
The article is written by a reputable author with a strong background in tourism research, making it a reliable source of information on the topic of competition's influence on visitor satisfaction and loyalty. The article is well-structured, providing an introduction that outlines the aims of the paper, followed by sections that discuss relevant concepts such as satisfaction, loyalty, expectations, importance-performance analysis (IPA), competitive importance-performance analysis (CIPA), etc., before concluding with a summary of the findings.
The article is comprehensive in its coverage of relevant topics related to competition's influence on visitor satisfaction and loyalty, providing detailed explanations of concepts such as IPA and CIPA as well as discussing various constructs that have been used to predict satisfaction or loyalty in past research. Furthermore, the article provides evidence from previous studies to support its claims regarding the impact of competition on visitor satisfaction and loyalty.
The article does not appear to be biased or one-sided in its reporting; it presents both sides of the argument equally without promoting any particular viewpoint or agenda. It also acknowledges potential risks associated with benchmarking performance against competitors, noting that false confidence may arise if visitors agree they would recommend their venue but would recommend competing venues more strongly.
The only potential issue with the article is that it does not explore counterarguments or alternative viewpoints regarding competition's influence on visitor satisfaction and loyalty; however this is understandable given the scope of the paper. In conclusion, this article can be considered trustworthy and reliable due to its comprehensive coverage of relevant topics related to competition's influence on visitor satisfaction and loyalty as well as its lack of bias or one-sided reporting.
Topics for further research:
Competitive advantage in tourism
Impact of competition on customer loyalty
Benchmarking performance in the tourism industry
Alternative approaches to measuring customer satisfaction
Factors influencing customer satisfaction in the tourism industry
Strategies for improving customer loyalty in the tourism industry