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EMAC 2019 Annual Conference


What influences the success of visitor attractions? A meta-analytic review of visitor satisfaction drivers
(A2019-9890)

Published: May 28, 2019

AUTHORS

Julian Hofmann, Normandie Business School; Lea Faerber, HSBA Hamburg School of Business Administration gGmbH; Oliver Schnittka, University of Southern Denmark; Dennis Ahrholdt, HSBA Hamburg School of Business Administration gGmbH

KEYWORDS

Visitor attraction; Visitor satisfaction; Meta-analysis

ABSTRACT

Visitor attractions (VAs) are among the most important decision factors for people while choosing a tourist destination and hence have a tremendous economic impact for local municipalities. Hence, research evidence is needed summarizing operable success drivers of VAs to increase visitor loyalty and derived corresponding economic effects for the host destinations. Visitor satisfaction (VS) is commonly considered as the most important loyalty antecedent. To derive empirical generalisations, the authors provide a meta-analysis of VS drivers based on 64 primary studies reporting 408 effects of VS. Results show that perceived service attributes (e.g., perceived service quality by employees, general information, and admission fees) have by far the highest impact on VS followed by VA experience related characteristics (e.g., image, novelty, authenticity, emotions, physical environment).