The effect of resident-tourist interaction quality on destination image and loyalty

Bibliographic Data

ID21603705
AuthorsDimitrios Stylidis (0000-0002-9488-3160, Marketing Branding & Tourism, Middlesex University, London, UK, corresponding author), Kyle Maurice Woosnam (0000-0001-6674-7578, Park, Recreation and Tourism Management, University of Georgia, Athens, GA, USA), Asli D A Tasci (0000-0001-6598-7385, University of Central Florida)
Year2022
Volume30
Issue6
Pages1219-1239
Publication date2022-06-03
Peer ReviewedYes
Open AccessNo
TypeARTICLE
VenueJournal of Sustainable Tourism (JOURNAL)
Journal identifiersISSN: 0966-9582 • E-ISSN: 1747-7646
PublisherInforma UK Limited (PUBLISHER • GB)
DOI10.1080/09669582.2021.1918133
OpenAlexW3157284767
LanguageEN
Citations received35
References cited81

Despite the widely recognized core position of the local community within tourism, a paucity of research has considered how the quality of interaction between residents and tourists shapes visitors’ image formulation, overall satisfaction, and destination loyalty. Building on the “zone of proximal development” theory and the concept of “the more knowledgeable other,” this study expands recent research on interaction quality by showcasing the vital role it plays as a model antecedent to the destination image-satisfaction-loyalty framework. Data from two studies (n1 = 353, n2 = 397) conducted in Greece in 2019, indicate that interaction quality positively affects image, which in turn shapes satisfaction and loyalty, predicting 68% (study 1) and 57% (study 2) of the variance in loyalty. The findings shed light on the process by which visitors develop their knowledge of and feelings towards destinations via interactions with locals. The study proposes the design of activities with locals whereby quality interactions are reinforced. When residents engage as information providers, then tourists are more likely to gain better insights into the place and develop bonds with locals. Such engagement serves as a positive feedback loop where visitors develop a greater appreciation of the destination, contributing to sustainable forms of development

Advertising · Business · Destination Image · Destinations · Feeling · Geography · Loyalty · Tourism · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Diverse Aspects of Tourism Research · Psychology · Social Psychology · Marketing

Tools

Open DOIOpen Access