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Modelling the Relationships of Service Recovery Satisfaction, Destination Image and Post-Trip Behaviour Intention

机译：建模服务恢复满意度，目的地图像和旅行后行为意图的关系

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The purpose of the study was to establish the effects of service recovery on the image of the destination andpost-trip behaviour intention. The causal relationship between the image of the destination and post-trip behaviourintention was also ascertained. A hypothetical model was proposed illustrating the relationships among theseconstructs. Four hypotheses were formulated and tested using structural equation modelling on survey datacollected from 168 international tourists visiting Malaysia. The empirical findings reveal that hotel servicerecovery has direct effects on destination image and post-trip behaviour intention. In addition, the study suggeststhat there is a relationship between destination image and post-trip behaviour intention. Generally, Malaysia’sdestination image was perceived as positive by the respondents. The study reveals that international travellersexperienced a trip to Malaysia as one which can be truly adventurous, as it not only offers the opportunity tohave a glimpse at wildlife in their natural habitat, the country is also blessed with many places of natural beauty.This paper uncovers the importance of the local hotel service-recovery practices and proposes that destinationmanagement office should collaborate with them. This is to ensure that concerted efforts can be devised toencourage dissemination of positive word-of-mouth and intention to revisit among tourists who experiencedfailures with hotel service deliveries.
机译：该研究的目的是建立服务恢复对目的地和平行为意图的形象的影响。还确定了目的地和旅行后行为之间的因果关系。提出了一个假设的模型，说明了这些结构中的关系。使用来自168名国际游客访问马来西亚的168名国际游客的调查结构方程建模进行了四个假设和测试。实证发现揭示了酒店服务的服务在目的地形象和旅行后行为意图上具有直接影响。此外，研究表明目的地图像与旅行后行为意图之间存在关系。一般来说，马来西亚的名称图像被受访者认为是正的。该研究表明，国际跑步者经验前往马来西亚的旅行，因为它不仅提供了在自然栖息地的野生动物中瞥见的机会，而且该国也有许多自然美景。本文翻译当地酒店服务恢复实践的重要性，并提出目的地管理办公室应与他们合作。这是为了确保协调一致的努力可以设计出来传播积极的口碑和意图在经历与酒店服务交付的游客中重新审视。

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