A conceptual framework to explain the impact of visitors’ previous experiences on customer satisfaction
The article presents a comprehensive and conceptual framework on key factors of intercultural interaction influencing customer satisfaction, which is one of the most important indicators of tourism industry in Malaysia. The theory-based path model of constructs and their possible interrelationships...
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
University of South Florida (USF) M3 Publishing
2016-03-01
|
| Series: | Journal of Global Business Insights |
| Subjects: | |
| Online Access: | https://digitalcommons.usf.edu/globe/vol1/iss1/5 |
| _version_ | 1797689299437617152 |
|---|---|
| author | Suleyman Oz Ali Ihtiyar Fauziah Ahmad Faizan Ali |
| author_facet | Suleyman Oz Ali Ihtiyar Fauziah Ahmad Faizan Ali |
| author_sort | Suleyman Oz |
| collection | DOAJ |
| description | The article presents a comprehensive and conceptual framework on key factors of intercultural interaction influencing customer satisfaction, which is one of the most important indicators of tourism industry in Malaysia. The theory-based path model of constructs and their possible interrelationships will be proposed such that the future analysis would be based on structural equation modeling approach or related statistical methods. In other words, this study anticipates to propose an applicable technique to empirically examine the inter relationships of intercultural communication competence, interaction comfort, inter-role congruence, perceived cultural distance, previous experience and satisfaction. It is basically a literature reviews on the related constructs and how the relationships’ assessment of those constructs should be carried out. <strong></strong>Although numerous researchers have studied the extensive topics of cultural distance and customer satisfaction, none of those studies has explored on the critical role of intercultural communication competence and previous experience on customer satisfaction in the industry. |
| first_indexed | 2024-03-12T01:43:44Z |
| format | Article |
| id | doaj.art-bda0aed445274db8bd34e08362279d3d |
| institution | Directory Open Access Journal |
| issn | 2640-6489 |
| language | English |
| last_indexed | 2024-03-12T01:43:44Z |
| publishDate | 2016-03-01 |
| publisher | University of South Florida (USF) M3 Publishing |
| record_format | Article |
| series | Journal of Global Business Insights |
| spelling | doaj.art-bda0aed445274db8bd34e08362279d3d2023-09-10T01:43:16ZengUniversity of South Florida (USF) M3 PublishingJournal of Global Business Insights2640-64892016-03-011110.5038/2640-6489.1.1.1005A conceptual framework to explain the impact of visitors’ previous experiences on customer satisfactionSuleyman Oz0Ali Ihtiyar1Fauziah Ahmad2Faizan Ali3Limkokwing University of Creative TechnologyUniversiti Teknologi MalaysiaUniversiti Teknologi MalaysiaFlorida State UniversityThe article presents a comprehensive and conceptual framework on key factors of intercultural interaction influencing customer satisfaction, which is one of the most important indicators of tourism industry in Malaysia. The theory-based path model of constructs and their possible interrelationships will be proposed such that the future analysis would be based on structural equation modeling approach or related statistical methods. In other words, this study anticipates to propose an applicable technique to empirically examine the inter relationships of intercultural communication competence, interaction comfort, inter-role congruence, perceived cultural distance, previous experience and satisfaction. It is basically a literature reviews on the related constructs and how the relationships’ assessment of those constructs should be carried out. <strong></strong>Although numerous researchers have studied the extensive topics of cultural distance and customer satisfaction, none of those studies has explored on the critical role of intercultural communication competence and previous experience on customer satisfaction in the industry.https://digitalcommons.usf.edu/globe/vol1/iss1/5previous experienceintercultural communication competenceperceived cultural distancetourismmalaysia |
| spellingShingle | Suleyman Oz Ali Ihtiyar Fauziah Ahmad Faizan Ali A conceptual framework to explain the impact of visitors’ previous experiences on customer satisfaction Journal of Global Business Insights previous experience intercultural communication competence perceived cultural distance tourism malaysia |
| title | A conceptual framework to explain the impact of visitors’ previous experiences on customer satisfaction |
| title_full | A conceptual framework to explain the impact of visitors’ previous experiences on customer satisfaction |
| title_fullStr | A conceptual framework to explain the impact of visitors’ previous experiences on customer satisfaction |
| title_full_unstemmed | A conceptual framework to explain the impact of visitors’ previous experiences on customer satisfaction |
| title_short | A conceptual framework to explain the impact of visitors’ previous experiences on customer satisfaction |
| title_sort | conceptual framework to explain the impact of visitors previous experiences on customer satisfaction |
| topic | previous experience intercultural communication competence perceived cultural distance tourism malaysia |
| url | https://digitalcommons.usf.edu/globe/vol1/iss1/5 |
| work_keys_str_mv | AT suleymanoz aconceptualframeworktoexplaintheimpactofvisitorspreviousexperiencesoncustomersatisfaction AT aliihtiyar aconceptualframeworktoexplaintheimpactofvisitorspreviousexperiencesoncustomersatisfaction AT fauziahahmad aconceptualframeworktoexplaintheimpactofvisitorspreviousexperiencesoncustomersatisfaction AT faizanali aconceptualframeworktoexplaintheimpactofvisitorspreviousexperiencesoncustomersatisfaction AT suleymanoz conceptualframeworktoexplaintheimpactofvisitorspreviousexperiencesoncustomersatisfaction AT aliihtiyar conceptualframeworktoexplaintheimpactofvisitorspreviousexperiencesoncustomersatisfaction AT fauziahahmad conceptualframeworktoexplaintheimpactofvisitorspreviousexperiencesoncustomersatisfaction AT faizanali conceptualframeworktoexplaintheimpactofvisitorspreviousexperiencesoncustomersatisfaction |