An Integrative Framework for Tourist Revisit Intentions: The Roles of Employee Effort, Expertise, Experience, and Surprise

The current research presents an integrative framework of tourist re-patronage, focusing on the impact of service employee efforts and expertise, mediated by tourist experience and surprise. The framework emphasizes the significance of service employee factors in shaping tourists' experiences and their subsequent intentions to revisit a destination or service provider. It highlights the mediating role of tourist experience and surprise in the relationship between service employee factors and re-patronage. Thus, the present study developed a questionnaire containing relevant items and distributed it to visitors at eight well-established hotels in Riyadh, Saudi Arabia. Six hundred and eighty-two (682) valid responses were gathered for the seven (7) study constructs. SPSS was utilized for data analysis, where all the assumed relationships of the hypotheses were found to be positive. All essential tests were performed, including descriptive analysis, construct validity assessment, calculation of means and standard deviations, as well as hypothesis testing and correlation analysis.