Negative tourist-to-tourist interactions, value destruction, satisfaction, and post consumption behavioral intention

Abstract

Studies on tourists’ interactions are limited to positive interactions with little known on negative tourist-to-tourist (T2T) interactions and their influence on value destruction and associated behavioral antecedents and outcomes. This study examines the effects of negative T2T interactions on value destruction, visitor satisfaction and post consumption behavioral intention in the context of attractions. Data from 576 international and 498 domestic tourists in Ghana were analyzed with structural equation modelling. The results show that negative interpersonal directed, negative interpersonal non-directed and negative site directed T2T interactions have positive influence on value destruction, and negative influence on visitor satisfaction. Negative interpersonal directed and negative interpersonal non-directed T2T interactions have negative influence on post consumption behavioral intention. Value destruction negatively influences visitor satisfaction and post consumption behavioral intention. The study proposes the inclusion of negative T2T interactions in visitor behavior management practices, and training for service providers as well as pre-tour briefings to tourists. • Tourists' role in value destruction has been rarely studied in tourism. • Specific dimensions of negative tourists' interactions result in value destruction. • Negative tourists' interactions reduce satisfaction and behavior intention. • Negative tourists' interactions are experienced differently. • Value destruction can be reduced by visitor behavior management strategies.