Una Revisión sobre el Comportamiento del Consumidor: caminos para personalizar experiencias
DOI:
https://doi.org/10.11606/issn.1984-4867.v34ip1-21Palabras clave:
Comportamiento Turístico, experiencias, turismo, hospitalidadResumen
La comprensión de los aspectos que influyen en este comportamiento es relevante para investigadores, gestores de destinos o marketing. Evaluar el comportamiento turístico implica considerar que las características emocionales y psicológicas, del momento, pueden afectar la interpretación de la realidad y la percepción de las experiencias en el destino. Ante esto, el objetivo de esta investigación es presentar los principales cambios y tendencias en el área de comportamiento turístico, con el fin de proporcionar ideas que puedan ayudar a la industria de la hospitalidad a mejorar su oferta de servicios y la personalización de las experiencias turísticas. El presente estudio analizó 3.292 artículos encontrados en Scopus y creó categorías de análisis con el fin de facilitar la comprensión de los hallazgos. El análisis de los artículos se basó en la bibliometría que evalúan la importancia de las revistas, los autores y el desarrollo del tema. Los resultados muestran una transformación en el área, que movía esfuerzos en diferentes frentes hasta mediados de la década de 2000, cuando se comprendió que el comportamiento del turista era más complejo que las motivaciones de viaje. El enfoque en la experiencia del turista centró los esfuerzos en enfoques cuantitativos, de los artículos evaluados, 908 utilizaron modelado de ecuaciones estructurales, así como la mayoría de los más citados. Sin embargo, el enfoque en la personalización de la experiencia ha hecho emerger reflexiones sobre la necesidad de profundizar en el conocimiento sobre las relaciones que no se han confirmado, así como el uso de métodos cualitativos.
Descargas
Referencias
Ajzen, I. (1991). The theory of planned behavior. Organizational behavior and human decision processes, 50(2), 179-211.
Anderson, J. C., & Gerbing, D. W. (1988). STRUCTURAL EQUATION MODELING IN PRACTICE - A REVIEW AND RECOMMENDED 2-STEP APPROACH. Psychological Bulletin, 103(3), 411-423. https://doi.org/10.1037/0033-2909.103.3.411
Aria, M., & Cuccurullo, C. (2017). bibliometrix: An R-tool for comprehensive science mapping analysis. Journal of Informetrics, 11(4), 959-975. https://doi.org/https://doi.org/10.1016/j.joi.2017.08.007
Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of tourism research, 27(3), 785-804.
Bateson, J., & Hoffman, D. (2016). Princípios de marketing de serviços (4ª edição norte-americana ed.). Cengaged Learning.
Bigne, J. E., Sanchez, M. I., & Sanchez, J. (2001). Tourism image, evaluation variables and after purchase behaviour: inter-relationship. Tourism Management, 22(6), 607-616.
Bui, V., Alaei, A. R., Vu, H. Q., Li, G., & Law, R. (2022). Revisiting tourism destination image: a holistic measurement framework using big data. Journal of Travel Research, 61(6), 1287-1307.
Caldeira, A. M., & Kastenholz, E. (2020). Spatiotemporal tourist behaviour in urban destinations: a framework of analysis. Tourism Geographies, 22(1), 22-50. https://doi.org/10.1080/14616688.2019.1611909
Chen, C.-F., & Chen, F.-S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29-35. https://doi.org/https://doi.org/10.1016/j.tourman.2009.02.008
Chen, C.-F., & Tsai, D. (2007). How destination image and evaluative factors affect behavioral intentions? Tourism Management, 28(4), 1115-1122. https://doi.org/http://dx.doi.org/10.1016/j.tourman.2006.07.007
Chen, H., Ryan, C., & He, H. (2019). Intergenerational differences amongst Chinese visitors to the Terracotta Warriors Museum, Xi'an, China. Annals of Tourism Research, 79, 102682. https://doi.org/https://doi.org/10.1016/j.annals.2019.01.015
Choudhri, A. F., Siddiqui, A., Khan, N. R., & Cohen, H. L. (2015). Understanding bibliometric parameters and analysis. Radiographics, 35(3), 736-746.
Cobo, M. J., López-Herrera, A. G., Herrera-Viedma, E., & Herrera, F. (2011). An approach for detecting, quantifying, and visualizing the evolution of a research field: A practical application to the Fuzzy Sets Theory field. Journal of Informetrics, 5(1), 146-166. https://doi.org/https://doi.org/10.1016/j.joi.2010.10.002
Crompton, J. L. (1979). Motivations for pleasure vacation. Annals of Tourism research, 6(4), 408-424.
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218. https://doi.org/10.1016/s0022-4359(00)00028-2
Cronin, P., Ryan, F., & Coughlan, M. (2008). Undertaking a literature review: a step-by-step approach. British Journal of nursing, 17(1), 38-43.
Dann, G. M. (1981). Tourist motivation an appraisal. Annals of Tourism Research, 8(2), 187-219.
De Bellis, N. (2009). Bibliometrics and citation analysis: from the science citation index to cybermetrics. scarecrow press.
Egghe, L. (2006). An improvement of the h-index: The g-index. ISSI Newsletter, 2(1), 8-9.
Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention, and behavior: an introduction to theory and research. Addison-Wesley Pub. Co.
Fishbein, M., & Ajzen, I. (1977). Belief, attitude, intention, and behavior: An introduction to theory and research. Philosophy and Rhetoric, 10(2).
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 39-50.
Fraiz Brea, J. A. (2015). La constante evolución del turismo: innovación, tecnología, nuevos productos y experiencias. Pasos: Revista de Turismo y Patrimonio Cultural, ISSN-e 1695-7121, Vol. 13, Nº. 4 (Special Issue), 2015
Gnoth, J. (1997). Tourism motivation and expectation formation. Annals of Tourism Research, 24(2), 283-304. https://doi.org/10.1016/s0160-7383(97)80002-3
Grames, E. M., Stillman, A. N., Tingley, M. W., & Elphick, C. S. (2019). An automated approach to identifying search terms for systematic reviews using keyword co-occurrence networks. Methods in Ecology and Evolution, 10(10), 1645-1654. https://doi.org/https://doi.org/10.1111/2041-210X.13268
Güzel, Ö., Sahin, I., & Ryan, C. (2020). Push-motivation-based emotional arousal: A research study in a coastal destination. Journal of Destination Marketing & Management, 16, 100428. https://doi.org/https://doi.org/10.1016/j.jdmm.2020.100428
Hirsch, J. E. (2005). An index to quantify an individual's scientific research output. Proceedings of the National Academy of Sciences of the United States of America, 102(46), 16569-16572. https://doi.org/10.1073/pnas.0507655102
Karasakal, S., & Albayrak, T. (2021). How to create flow experience during travel: The role of destination attributes. Journal of Vacation Marketing, 28(3), 303-318. https://doi.org/10.1177/13567667211053386
Kim, J.-H. (2014). The antecedents of memorable tourism experiences: The development of a scale to measure the destination attributes associated with memorable experiences. Tourism Management, 44, 34-45. https://doi.org/https://doi.org/10.1016/j.tourman.2014.02.007
Kim, J.-H., Ritchie, J. R. B., & McCormick, B. (2012). Development of a Scale to Measure Memorable Tourism Experiences. Journal of Travel Research, 51(1), 12-25. https://doi.org/10.1177/0047287510385467
Kumar, S., & Kumar, S. (2008). Collaboration in research productivity in oil seed research institutes of India. In: Proceedings of Fourth International Conference on Webometrics, Informetrics and Scientometrics,
Lee, S. Y., Petrick, J. F., & Crompton, J. (2007). The roles of quality and intermediary constructs in determining festival attendees' behavioral intention. Journal of Travel Research, 45(4), 402-412.
Leimkuhler, F. F. (1967). THE BRADFORD DISTRIBUTION. Journal of Documentation, 23(3), 197-207. https://doi.org/10.1108/eb026430
Lepp, A., & Gibson, H. (2003). Tourist roles, perceived risk and international tourism. Annals of Tourism Research, 30(3), 606-624. https://doi.org/10.1016/s0160-7383(03)00024-0
Li, F., & Ryan, C. (2020). Western guest experiences of a Pyongyang international hotel, North Korea: Satisfaction under conditions of constrained choice. Tourism Management, 76, 103947. https://doi.org/https://doi.org/10.1016/j.tourman.2019.07.001
Lotka, A. J. (1926). The frequency distribution of scientific productivity. Journal of the Washington academy of sciences, 16(12), 317-323.
McKercher, B. (2017). Do attractions attract tourists? A framework to assess the importance of attractions in driving demand. International Journal of Tourism Research, 19(1), 120-125.
McKercher, B., Filep, S., & Moyle, B. (2021). Movement in tourism: Time to re-integrate the tourist? Annals of Tourism Research, 91, 103199. https://doi.org/https://doi.org/10.1016/j.annals.2021.103199
McKercher, B., & Koh, E. (2017). Do attractions “attract” tourists? The case of Singapore. International Journal of Tourism Research, 19(6), 661-671.
McKercher, B., & Tolkach, D. (2020). Influence of attractions on destination selection. International Journal of Tourism Research, 22(6), 767-775. https://doi.org/https://doi.org/10.1002/jtr.2371
McKercher, B., Tolkach, D., Mahadewi, N. M. E., & Byomantara, D. G. N. (2021). Individual tourism systems. Tourism Management, 82, 104187. https://doi.org/https://doi.org/10.1016/j.tourman.2020.104187
Murphy, P. E., & Murphy, A. E. (2004). Strategic management for tourism communities. In Strategic Management for Tourism Communities. Channel View Publications. ISBN, 1873150830, 9781873150832.
Pizam, A. (2010). Creating memorable experiences. International Journal of Hospitality Management 29(3):343 DOI:10.1016/j.ijhm.2010.04.003
Plog, S. C. (1974). Why destination areas rise and fall in popularity. Cornell hotel and restaurant administration quarterly, 14(4), 55-58.
Prayag, G., & Ryan, C. (2012). Antecedents of Tourists' Loyalty to Mauritius: The Role and Influence of Destination Image, Place Attachment, Personal Involvement, and Satisfaction. Journal of Travel Research, 51(3), 342-356. https://doi.org/10.1177/0047287511410321
Qu, H., Kim, L. H., & Im, H. H. (2011). A model of destination branding: Integrating the concepts of the branding and destination image. Tourism Management, 32(3), 465-476. https://doi.org/10.1016/j.tourman.2010.03.014
Qu, H. L., Kim, L. H., & Im, H. H. (2011). A model of destination branding: Integrating the concepts of the branding and destination image. Tourism Management, 32(3), 465-476. https://doi.org/10.1016/j.tourman.2010.03.014
Ridderstaat, J., Fu, X., & Lin, B. (2022). A framework for understanding the nexus between tourism development and poverty: Application to Honduras. Tourism Management, 93, 104620. https://doi.org/https://doi.org/10.1016/j.tourman.2022.104620
Rosvadoski-da-Silva, P., Deboçã, L. P., Hocayen-da-Silva, A. J., & Veiga, R. T. (2012). Uma análise da produção científica nos periódicos de turismo sobre o tema comportamento do consumidor em turismo. Turismo: Visão e Ação, 14(1), 047-066.
Rousseau, R., Egghe, L., & Guns, R. (2018a). Chapter 1 - Introduction. In R. Rousseau, L. Egghe, & R. Guns (Eds.), Becoming Metric-Wise (pp. 1-10). Chandos Publishing. https://doi.org/https://doi.org/10.1016/B978-0-08-102474-4.00001-7
Rousseau, R., Egghe, L., & Guns, R. (2018b). Chapter 9 - The Informetric Laws. In R. Rousseau, L. Egghe, & R. Guns (Eds.), Becoming Metric-Wise (pp. 293-313). Chandos Publishing. https://doi.org/https://doi.org/10.1016/B978-0-08-102474-4.00009-1
Serra, L. S., & Alfinito, S. (2020). Comportamento do consumidor de turismo: Uma revisão sistemática da produção científica brasileira. Revista Brasileira de Pesquisa em Turismo, 14, 109-133.
Sun, Q., Huang, X., & Liu, Z. (2022). Tourists’ Digital Footprint: Prediction Method of Tourism Consumption Decision Preference. The Computer Journal, 65(6), 1631-1638. https://doi.org/10.1093/comjnl/bxab210
Tung, V. W. S., & Ritchie, J. B. (2011). Exploring the essence of memorable tourism experiences. Annals of Tourism Research, 38(4), 1367-1386.
Wachyuni, S., & Kusumaningrum, D. (2020). The Effect of COVID-19 Pandemic: How are the Future Tourist Behavior? Journal of Education, Society and Behavioural Science, 67-76. https://doi.org/10.9734/JESBS/2020/v33i430219
Wang, Y., & Li, C. (2022). Differences between the formation of tourism purchase intention and the formation of actual behavior: A meta-analytic review. Tourism Management, 91, 104527. https://doi.org/https://doi.org/10.1016/j.tourman.2022.104527
WTTC, W. T. T. C. (2019). AMERICAS 2020 - Annual Research: Key Highlights. W. T. T. Council.
WTTC, W. T. T. C. (2022). ECONOMIC IMPACT 2022: Global Trends. W. T. T. Council.
Xiao, X., Fang, C., Lin, H., & Chen, J. (2022). A framework for quantitative analysis and differentiated marketing of tourism destination image based on visual content of photos. Tourism Management, 93, 104585. https://doi.org/https://doi.org/10.1016/j.tourman.2022.104585
Xu, J., McKercher, B., & Ho, P. S.-y. (2021). Post-COVID destination competitiveness. Asia Pacific Journal of Tourism Research, 26(11), 1244-1254. https://doi.org/10.1080/10941665.2021.1960872
Yoon, Y., & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: a structural model. Tourism Management, 26(1), 45-56. https://doi.org/10.1016/j.tourman.2003.08.016
Yuksel, A., Yuksel, F., & Bilim, Y. (2010). Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty. Tourism Management, 31(2), 274-284. https://doi.org/10.1016/j.tourman.2009.03.007
Zhou, B., Liu, T., Ryan, C., Wang, L.-e., & Zhang, D. (2020). The satisfaction of tourists using bicycle sharing: a structural equation model - the case of Hangzhou, China. Journal of Sustainable Tourism, 28(7), 1063-1082. https://doi.org/10.1080/09669582.2020.1720697
Descargas
Publicado
Número
Sección
Licencia
Derechos de autor 2023 Marcelo da Silva Schuster, Valéria da Veiga Dias
Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-CompartirIgual 4.0.
Los autores conservan los derechos de autor y otorgan a la revista el derecho de primera publicación, con el trabajo simultáneamente licenciado bajo la Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International (CC BY-NC-SA 4.0), lo que permite compartir el trabajo con el reconocimiento de su autoría y publicación inicial en RTA.
