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L’influence de la valeur perçue sur l’engagement client : vers une nouvelle approche de la relation "individu-destination" en tourisme

Abstract : The research aims to define customer engagement (CE) in the context of tourism destinations, its content and its measurement. It proposes to integrate this innovative concept as a new outcome variable in the models conceptualising tourism’s behaviors. It also shows the influence of consumer value and customer value in creating an engagement towards the destination and the moderating effects of the experience on those same relationships. The research has three objectives: (1) define the concept of CE in the context of destinations, its dimensions and its measurement, (2) conceptualize the perceived value in the context of destinations, (3) measure the influences of the dimensions of consumer valeur and customer value on EC depending on experience. The methodology is based on two empirical studies: an exploratory qualitative study conducted among 15 tourists in Reunion via interviews and a quantitative exploratory study conducted among 572 individuals: 350 novices who had never visited the destination but familiar with it and 222 experienced having actually visited the destination for leisure / vacation. The studies concern Reunion Island, qualified as a SDI (Small Destination Island).
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Submitted on : Monday, January 14, 2019 - 12:04:10 PM
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2018lare0019_ACMarchat.pdf
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  • HAL Id : tel-01980270, version 1

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Anne-Cécile Marchat. L’influence de la valeur perçue sur l’engagement client : vers une nouvelle approche de la relation "individu-destination" en tourisme. Gestion et management. Université de la Réunion, 2018. Français. ⟨NNT : 2018LARE0019⟩. ⟨tel-01980270⟩

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