| dc.description.abstract | Tourism industry is growing in Vietnam, tourists are no longer easily satisfied with domestic tours, their demand for outbound tours is increasing. When visitors use outbound tours, tour guides will become an important bridge between service providers and tourists, tourist and destination. This research was constructed to investigate the impacts of tour guide’s performance on tourist’s trusts, their satisfaction through that affect the word of mouth intention of them. By collecting data from 203 respondents who used to travel by outbound tour in Ho Chi Minh City and using Smart-PLS software to testing the proposed model, the study’s results confirmed that tour guide’s performance has significant influence on tourist’s satisfaction and their perceived trusts (benevolence trust and credibility trust) and then impacts positively on tourist word of mouth intention. Therefore, this study can provide some recommendation for tour agents and their managers to improve tour guide’s performance for achieving tourist’s satisfaction.
Keywords: outbound tourism, tour guide performance, tourist perceived trust, tourist satisfaction, word of mouth intention. | en_US |
