Which consumer feedback metrics are the most valuable in driving consumer expenditure in the tourism industries? A View from macroeconomic perspective

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Agag, G. ORCID: 0000-0002-5513-0828 and Eid, R., 2020. Which consumer feedback metrics are the most valuable in driving consumer expenditure in the tourism industries? A View from macroeconomic perspective. Tourism Management, 80: 104109. ISSN 0261-5177

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Official URL: https://doi.org/10.1016/j.tourman.2020.104109

Abstract

The link between consumer feedback metrics and consumer expenditure at the microeconomic level has been extensively examined. However, little is known at the macroeconomic level about the influence of consumer feedback metrics on consumer expenditure. Relying on actual data concerning consumer feedback metrics and consumer expenditure, the present study examines the influence of various consumer feedback metrics on consumer expenditure in the tourism industries. Our study collected data about consumer feedback metrics and consumer expenditure over the period 2008-2017. The findings indicate that consumer satisfaction and consumer effort score (CES) are the best performing consumer feedback metrics in hotels, restaurants, and travel agencies industries. Furthermore, the top-2-box performs best for predicting consumer expenditure in online booking industry. The findings reflect the significance of consumer feedback metrics on the economy as a whole; therefore, efforts to boost consumer feedback metrics should consider a national agenda.

Item Type:

Journal article

Publication Title:

Tourism Management

Creators:

Agag, G. and Eid, R.

Publisher:

Elsevier

Date:

October 2020

Volume:

ISSN: