Intergenerational differences in customer engagement behaviours: An analysis of social tourism websites

Bravo, Rafael (Universidad de Zaragoza) ; Catalán, Sara (Universidad de Zaragoza) ; Pina, José Miguel (Universidad de Zaragoza)

Resumen: This paper explores differences among Generations X, Y, and Z in customer engagement behaviours. Specifically, it analyses differences in customer behaviours in social tourism websites and the effects of self-efficacy and satisfaction on these behaviours. On the basis of an empirical study with a sample of 346 social tourism websites users, the results show that, in Generation X, self-efficacy exerts a higher effect on word of mouth than in the other generations. In Generation Y, satisfaction influences information searches and hotel bookings more than for the others. Generation Z is more prone to give referrals than are the other two generations.

Idioma: Inglés

DOI: 10.1002/jtr.2327

Año: 2020

Publicado en: INTERNATIONAL JOURNAL OF TOURISM RESEARCH 22, 2 (2020), 182-191
ISSN: 1099-2340

Factor impacto JCR: 3.791 (2020)

Categ. JCR: HOSPITALITY, LEISURE, SPORT & TOURISM rank: 27 / 58 = 0.466 (2020) - Q2 - T2

Factor impacto SCIMAGO: 1.155 - Geography, Planning and Development (Q1) - Transportation (Q1) - Tourism, Leisure and Hospitality Management (Q1) - Nature and Landscape Conservation (Q1)

Financiación: info:eu-repo/grantAgreement/ES/DGA-FSE/S54-17R-GENERES Group
Financiación: info:eu-repo/grantAgreement/ES/MINECO-FEDER/ECO2017-82103-P

Tipo y forma: Artículo (PostPrint)

Área (Departamento): Área Comerci.Investig.Mercados (Dpto. Direc.Mark.Inves.Mercad.)