The Importance of Sustainability in the Loyalty to a Tourist Destination through the Management of Expectations and Experiences
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Otros documentos de la autoría: Solis-Radilla, María Magdalena; Hernández-Lobato, Lucio; Callarisa Fiol, Luis J.; Pastor Durán, Héctor Tomás
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Título
The Importance of Sustainability in the Loyalty to a Tourist Destination through the Management of Expectations and ExperiencesAutoría
Fecha de publicación
2019Editor
MDPIISSN
2071-1050Cita bibliográfica
SOLÍS-RADILLA, María Magdalena, et al. The Importance of Sustainability in the Loyalty to a Tourist Destination through the Management of Expectations and Experiences. Sustainability, 2019, vol. 11, núm. 15, p. 4132Tipo de documento
info:eu-repo/semantics/articleVersión de la editorial
https://www.mdpi.com/2071-1050/11/15/4132/htmVersión
info:eu-repo/semantics/publishedVersionPalabras clave / Materias
Resumen
Sustainability has become one of the key factors for the development of tourism both
nowadays and in the future. The need to integrate environmental, socio-cultural and economic
factors is a consequence of the ... [+]
Sustainability has become one of the key factors for the development of tourism both
nowadays and in the future. The need to integrate environmental, socio-cultural and economic
factors is a consequence of the evolution of society itself, the introduction of new information and
communication technologies (ICTs) and a new way of understanding tourism and the world in
general. Tourists increasingly seek a unique quality in their travels and are better informed before
deciding on a tourist destination to spend their holidays or leisure time. They want to have unique,
memorable experiences, and because of that, they are willing to look for those destinations that can
o er them something di erent. The generation of expectations is no longer the sole responsibility of
companies and public and private organizations in destinations, since information may be in the
hands of the individuals themselves who can share it in social networks, blogs, or on platforms
such as Booking or TripAdvisor, among others. This forces companies and public and private
organizations to rethink the way in which and when they relate to tourists in general. With all these
considerations, one of the objectives of this study was to analyse the way in which sustainability
interrelates with the generation of expectations, experiences and perceptions and the e ect on the
possibilities of returning to a tourist destination and even recommending it in social networks to
friends and acquaintances. For this reason, the destination of Acapulco, Guerrero, Mexico, was
chosen, a mature destination of sun and beach that, in recent years, has been immersed in a process
of change where one of the axes is sustainability. This study used a convenience survey with 310
valid questionnaires with tourists who stayed more than three days in Acapulco during the months
of December 2016 to February 2017. The questionnaires were completed at di erent points of the
destination and by participants over 18 years of age. We used SEM (Structural Equations Modeling)
and EQS (Structural Equation Modeling Software) for statistical analysis. The results of the study
showed how expectations influenced experiences and the intention to return to the destination and
recommend it (WOM), thus, we proposed a series of recommendations for public and private agents
that manage this tourist destination. [-]
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Sustainability, 2019, vol. 11, núm. 15, p. 4132Derechos de acceso
info:eu-repo/semantics/openAccess
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