Title

The spillover effect of airport service experience on destination revisit intention

Author Identifier

Xuequn Wang

ORCID : 0000-0002-1557-8265

Document Type

Journal Article

Publication Title

Journal of Hospitality and Tourism Management

Volume

48

First Page

119

Last Page

127

Publisher

Elsevier

School

School of Business and Law

Comments

Prentice, C., Wang, X., & Manhas, P. S. (2021). The spillover effect of airport service experience on destination revisit intention. Journal of Hospitality and Tourism Management, 48, 119-127. https://doi.org/10.1016/j.jhtm.2021.06.001

Abstract

The study applies the spillover effect and complexity theories to examine the relationship between customers' service experience at the airports and their destination choice. Symmetrical and asymmetrical methods are proposed to test this relationship to reveal the complexity theory underlying the spillover effects. Symmetrical testing is manifested in structural equation modelling and regression analysis whereas the asymmetrical method in fuzzy-set qualitative comparative analysis. The data were collected from departure passengers in multiple airports in Australia and India. The results from symmetrical and asymmetrical testings differ significantly. A positive spillover effect is confirmed; however complex relationships are shown between customers’ service experience at the airports and their destination choice. Discussion and implications of the study findings are presented to conclude this paper.

DOI

10.1016/j.jhtm.2021.06.001

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