Exploring the links between destination attributes, quality of service experience and loyalty in emerging Mediterranean destinations.

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2020
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Abstract
Since the publication of the 'Experience Economy' work by Pine and Gilmore in 1999, understanding the increasing complexity of the customer experience within the customer journey in the tourism industry is a priority for researchers and destination management organizations. This study contributes to the extension of the Experience Economy in tourism research by examining the links between tourists' assessment of destination attributes, their perceived quality of the service experience and loyalty, in seven emerging Mediterranean destinations. To date, little research has explored the aforementioned aspects, even though the Mediterranean region is the leading tourism destination in the world. With a sample of 1365 Mediterranean tourists, the analysis reveals differences between tourists' perceptions in Northern and Southern Mediterranean destinations. In addition, empirical support to the proposed model proves the direct impact of both variables on loyalty. The study outlines implications to both practitioners and researchers.
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