This study reports an attempt to validate a customer well-being (CWB) index related to natural wildlife tourism. It was hypothesized that the CWB index related to wildlife tourism has a positive influence on travel outcomes (length of stay, number of visits, and total expenses), mediated by perceived value and customer loyalty. These hypotheses were tested using four waves of surveys of customers (overnight visitors) intercepted at the park in a two-year period. The survey data provided support for the hypotheses, which, in turn, lend validation support to the CWB index. Managerial implications of the customer well-being index are also discussed.
Bibliographical noteFunding Information:
The authors wish to express their gratitude to the NRF (South African National Research Foundation) for financial support to conduct the fieldwork of this study.
All Science Journal Classification (ASJC) codes
- Tourism, Leisure and Hospitality Management
- Strategy and Management