JOURNAL OF TRAVEL & TOURISM MARKETING

In sync, in satisfaction: Experience congruence effects

Lee, Eunji; Yang, Yang

Abstract

This study investigates how tourist-to-tourist experience congruence influences satisfaction. Grounded in cognitive consistency theory, it proposes that congruence enhances satisfaction by fostering psychological validation. Indulgence, conceptualized as both a cultural value and an individual trait, was examined as a moderator of this relationship, with lower indulgence strengthening the positive effect of congruence. A multi-study design was used: Study 1 analyzed online reviews from New York, Study 2 experimentally replicated the effect, and Study 3 tested shared reality as a mediator. Findings reveal shared reality as a key mechanism linking experience congruence and satisfaction, emphasizing the importance of culturally marketing strategies.

Keywords

Experience congruence, cognitive consistency, shared reality, indulgence, tourist satisfaction, destination marketing, semantic similarity, text mining, online reviews, mass tourism

Research topic

AI and Big Data, Tourist Experience

Research method

Survey and Experiment, Big Data

Geographic area

Global

Additional links for this paper

ResearchGate

Publisher Website

Web of Science

HOW TO CITE

Lee, E., and Yang, Y. (2026). In sync, in satisfaction: Experience congruence effects. Journal of Travel & Tourism Marketing, 43(2), 292-308.

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