Title of Paper

Drivers of Customer Satisfaction in Adventure Travel: The Role of Novelty, Tranquility and Animals

Presenter Bios (50 Words)

Linda E. McNeely is an Assistant Professor of Management at Mississippi University for Women. Her research focuses on the topics of customer satisfaction, managing innovation and marketing communications.

Jennifer L. Burton is an Assistant Professor of Marketing at The University of Tampa. Her research focuses on the topics of persuasion, marketing communications and social media and has been published in top journals such as the Journal of Advertising Research and International Journal of Research in Marketing.

Abstract (150 Words)

Drivers of Customer Satisfaction in Adventure Travel:

The Role of Novelty, Tranquility and Animals

Abstract

Customer satisfaction is a complex, holistic assessment driven by perceptions that are both dynamic and personal. The present study examines the drivers of customer satisfaction in the context of adventure travel. Findings indicate that novelty and perceived value are drivers of customer satisfaction in adventure travel, but perceptions of tranquility and the presence of animals are not. Findings extend prior research by further explaining the criticality of high activation emotional states and positive expectation disconfirmation as a means of generating customer satisfaction. The implication is that the desire to see animals or seek tranquil settings may be motivating, but satisfaction requires the delivery of experiences that are beyond preconceived expectations, including the undiscovered or unexpected. These novel experiences produce the combination of high activation, positive disconfirmation that drives customer satisfaction.

This document is currently not available here.

Share

COinS
 

Drivers of Customer Satisfaction in Adventure Travel: The Role of Novelty, Tranquility and Animals

Drivers of Customer Satisfaction in Adventure Travel:

The Role of Novelty, Tranquility and Animals

Abstract

Customer satisfaction is a complex, holistic assessment driven by perceptions that are both dynamic and personal. The present study examines the drivers of customer satisfaction in the context of adventure travel. Findings indicate that novelty and perceived value are drivers of customer satisfaction in adventure travel, but perceptions of tranquility and the presence of animals are not. Findings extend prior research by further explaining the criticality of high activation emotional states and positive expectation disconfirmation as a means of generating customer satisfaction. The implication is that the desire to see animals or seek tranquil settings may be motivating, but satisfaction requires the delivery of experiences that are beyond preconceived expectations, including the undiscovered or unexpected. These novel experiences produce the combination of high activation, positive disconfirmation that drives customer satisfaction.