The influence of competition on visitor satisfaction and loyalty
Using visitor survey results from a metropolitan zoo, this paper shows how measuring satisfaction and loyalty relative to competitors results in different and more easily interpretable measures to those currently considered in the literature. These new measures possess distributions with reduced ske...
| Main Author: | |
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| Format: | Journal Article |
| Published: |
Pergamon
2013
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| Online Access: | http://hdl.handle.net/20.500.11937/40938 |
| _version_ | 1848756005690671104 |
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| author | Taplin, Ross |
| author_facet | Taplin, Ross |
| author_sort | Taplin, Ross |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Using visitor survey results from a metropolitan zoo, this paper shows how measuring satisfaction and loyalty relative to competitors results in different and more easily interpretable measures to those currently considered in the literature. These new measures possess distributions with reduced skewness and increased variability, reducing a problem that has plagued visitor studies. Furthermore, loyalty can be predicted more successfully by attribute performance when both are measured relative to competitors, providing stronger convergent validity for loyalty when this is measured relative to competitors explicitly. Benchmarking satisfaction and loyalty to competitors provides improved tools for management and new avenues for tourism and consumer research. |
| first_indexed | 2025-11-14T09:05:19Z |
| format | Journal Article |
| id | curtin-20.500.11937-40938 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T09:05:19Z |
| publishDate | 2013 |
| publisher | Pergamon |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-409382017-09-13T14:28:46Z The influence of competition on visitor satisfaction and loyalty Taplin, Ross Using visitor survey results from a metropolitan zoo, this paper shows how measuring satisfaction and loyalty relative to competitors results in different and more easily interpretable measures to those currently considered in the literature. These new measures possess distributions with reduced skewness and increased variability, reducing a problem that has plagued visitor studies. Furthermore, loyalty can be predicted more successfully by attribute performance when both are measured relative to competitors, providing stronger convergent validity for loyalty when this is measured relative to competitors explicitly. Benchmarking satisfaction and loyalty to competitors provides improved tools for management and new avenues for tourism and consumer research. 2013 Journal Article http://hdl.handle.net/20.500.11937/40938 10.1016/j.tourman.2012.12.012 Pergamon restricted |
| spellingShingle | Taplin, Ross The influence of competition on visitor satisfaction and loyalty |
| title | The influence of competition on visitor satisfaction and loyalty |
| title_full | The influence of competition on visitor satisfaction and loyalty |
| title_fullStr | The influence of competition on visitor satisfaction and loyalty |
| title_full_unstemmed | The influence of competition on visitor satisfaction and loyalty |
| title_short | The influence of competition on visitor satisfaction and loyalty |
| title_sort | influence of competition on visitor satisfaction and loyalty |
| url | http://hdl.handle.net/20.500.11937/40938 |