Customer-to-customer interaction in tourism experience: Moderating role of nationality
In this research, we examine the effect of extroversion and the perceived similarity on customer to customer interaction (CCI), and the effect of this interaction on the tourists’ reactions. We examine also the moderating role of the nationality in CCI and tourists behavior. The study is based on a...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Business School, Holy Spirit University of Kaslik (USEK)
2017-06-01
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| Series: | Arab Economic and Business Journal |
| Subjects: | |
| Online Access: | http://www.sciencedirect.com/science/article/pii/S2214462516301499 |
| _version_ | 1797227538603311104 |
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| author | Samar Zgolli Imed Zaiem |
| author_facet | Samar Zgolli Imed Zaiem |
| author_sort | Samar Zgolli |
| collection | DOAJ |
| description | In this research, we examine the effect of extroversion and the perceived similarity on customer to customer interaction (CCI), and the effect of this interaction on the tourists’ reactions. We examine also the moderating role of the nationality in CCI and tourists behavior. The study is based on a sample of 519 tourists from different nationalities (Tunisian, French, German, British and Italian tourists) residing in hotels in Tunisia. The results show that extroversion and the perceived similarity contribute to the development of the interactions between customers, and that this type of interaction influences the tourists’ behavioral responses (desire of stay, satisfaction and loyalty). Similarly, the results indicate that the tourist's nationality moderates the relation between CCI and tourists’ reactions. Managers should have a clear and explicit strategic position in terms of interactions with customers. They can put forward their position by valuing and inciting the relationships between customers in terms of distraction, help or information. |
| first_indexed | 2024-04-24T14:42:24Z |
| format | Article |
| id | doaj.art-0e93ba7b34d045e189c0d218a38485ce |
| institution | Directory Open Access Journal |
| issn | 2214-4625 |
| language | English |
| last_indexed | 2024-04-24T14:42:24Z |
| publishDate | 2017-06-01 |
| publisher | Business School, Holy Spirit University of Kaslik (USEK) |
| record_format | Article |
| series | Arab Economic and Business Journal |
| spelling | doaj.art-0e93ba7b34d045e189c0d218a38485ce2024-04-02T20:32:22ZengBusiness School, Holy Spirit University of Kaslik (USEK)Arab Economic and Business Journal2214-46252017-06-01121445610.1016/j.aebj.2017.03.001Customer-to-customer interaction in tourism experience: Moderating role of nationalitySamar Zgolli0Imed Zaiem1Department of Marketing, Faculty of Economic Science and Management of Tunis, University Tunis El Manar, 2092, TunisiaDepartment of Marketing, Faculty of Economic Science and Management of Nabeul, 8000, Carthage University, TunisiaIn this research, we examine the effect of extroversion and the perceived similarity on customer to customer interaction (CCI), and the effect of this interaction on the tourists’ reactions. We examine also the moderating role of the nationality in CCI and tourists behavior. The study is based on a sample of 519 tourists from different nationalities (Tunisian, French, German, British and Italian tourists) residing in hotels in Tunisia. The results show that extroversion and the perceived similarity contribute to the development of the interactions between customers, and that this type of interaction influences the tourists’ behavioral responses (desire of stay, satisfaction and loyalty). Similarly, the results indicate that the tourist's nationality moderates the relation between CCI and tourists’ reactions. Managers should have a clear and explicit strategic position in terms of interactions with customers. They can put forward their position by valuing and inciting the relationships between customers in terms of distraction, help or information.http://www.sciencedirect.com/science/article/pii/S2214462516301499Customer to customer interactionPerceived similarityExtroversionTourists’ behavior |
| spellingShingle | Samar Zgolli Imed Zaiem Customer-to-customer interaction in tourism experience: Moderating role of nationality Arab Economic and Business Journal Customer to customer interaction Perceived similarity Extroversion Tourists’ behavior |
| title | Customer-to-customer interaction in tourism experience: Moderating role of nationality |
| title_full | Customer-to-customer interaction in tourism experience: Moderating role of nationality |
| title_fullStr | Customer-to-customer interaction in tourism experience: Moderating role of nationality |
| title_full_unstemmed | Customer-to-customer interaction in tourism experience: Moderating role of nationality |
| title_short | Customer-to-customer interaction in tourism experience: Moderating role of nationality |
| title_sort | customer to customer interaction in tourism experience moderating role of nationality |
| topic | Customer to customer interaction Perceived similarity Extroversion Tourists’ behavior |
| url | http://www.sciencedirect.com/science/article/pii/S2214462516301499 |
| work_keys_str_mv | AT samarzgolli customertocustomerinteractionintourismexperiencemoderatingroleofnationality AT imedzaiem customertocustomerinteractionintourismexperiencemoderatingroleofnationality |