1. Introduction
Currently, there are more than 3.5 billion people who use social media. Various social media applications are used, such as Instagram, Facebook, and Twitter. Through the application, they can connect with other social media users [
1]. Social media can also be used to make calls, send messages, and create and share content [
2].
At the beginning of its emergence, social media was often used for entertainment purposes only. However, nowadays the use of social media is not just for entertainment. Several social media channels are also commonly used for business purposes, especially marketing. One of the business activities that utilize the use of social media is business activities in the tourism sector that use social media as a marketing tool. According to a survey conducted by Stackla (
www.stackla.com accessed on 12 June 2022), a visual content engine provider company, marketing activities using social media have a significant impact on tourist attractions. This is shown by the results of a survey which states that 86 percent of people feel interested and 52 percent of people make plans to go to a tourist spot after seeing photos or videos of the tourist spot on social media [
3].
One of the main reasons for the success of tourism marketing activities on social media is influencers [
4]. In a marketing activity, influencers act as parties who convey messages from the company concerned to their followers by relying on the previously built follower-influencer relationship [
5]. Several previous studies have discussed the influence of influencers in marketing activities for tourist attractions on social media. One of them is the research conducted by Ong and Ito [
6] which states that influencers are the main key to the marketing strategy of tourist attractions on social media because they are able to change the behavior of followers and their perception of tourist destinations so that followers tend to think about the tourist spot. Another study conducted by Shuqair and Cragg [
7] also states that influencers play a big role in marketing tourist attractions on social media because influencers can change the perspective that followers have about a tourist place.
The relationship between the follower and the influencer can greatly influence the follower’s decision to take certain actions. Brands usually collaborate with influencers to promote their products to their target customers [
8]. The influencers have acted as brand ambassadors on social networking sites [
8]. In our study, the influencers do not promote a brand but raise information about tourism locations that are worthy of being traveled to. Those lifestyle influencers share their personal opinions and experiences about the tourism location. Their posts can shape consumers’ (followers’) expectations [
9].
The relationship between followers and influencers is strongly influenced by the influencer’s posting habits. For example, if he is used to posting about food and then is suddenly promoting a car product, it tends to provide a negative experience for his followers. On the other hand, if influencers are accustomed to posting healthy lifestyles and then promoting healthy drinks, they tend to provide positive experiences for their followers. This is consistent with the results of Belanche et al. [
8], which show that the consistency of the influencer affects the assessment from the follower of the influencer.
We propose that the relationship between influencers and followers will provide a certain experience to followers so that it affects the emotions of followers which in the end also affect the intention of followers regarding whether to follow the advice of the influencer or not. We called that experience an influencer-follower experience. In our study, we state that followers are customers who will “buy” suggestions from influencers to travel to the tourism spots suggested by influencers. The literature defines customer experience as “a multidimensional construct focusing on a customer’s cognitive, emotional, behavioral, sensorial, and social responses to a firm’s offerings during the entire purchase journey” [
10]. We will adopt several theories of experience in our proposed model.
We adopt the information experience, entertainment experience, homophily experience, and relationship experience from Wang et al. [
11]. We adopt those four experiences in our study because they are suitable for the context of the social media relationship between followers and influencers. Information experience is about the experience of value that comes from the follower’s perception of the usefulness of information from influencers [
11]. Adopting Nambisan and Watt [
12], we can state that the entertainment experience is about the pleasant experience that customers (followers) have when they interact with the community members (influencers and other followers). The homophily experience is related to the similarity between the followers and influencers. Similarity can be in the form of personal traits such as age, gender, education [
13], or political ideology [
14]. The strong relationships experienced between influencers and their followers can promote the followers’ need to purchase/follow what the influencer uses/ is doing [
15].
In addition to the experience between followers and influencers, we suggest that the emotional dimension can also be a mediator that influences follower decisions. We adopt the pleasure-arousal-dominance (PAD) model to evaluate complex emotions from Mehrabian [
16,
17]. The model is considered to be one of the most influential models in the research about emotion [
18]. Pleasure is related to positive or negative reactions of people to their environment [
19]. Pleasure is the degree of joy or happiness of a person in a situation [
20]. Arousal is about the motivation caused by the existing environment [
21]. Arousal is also related to excitement [
20,
22]. During arousal, a person will feel enthusiastic, alert, and active [
23]. Based on Russell and Mehrabian [
24], we can define dominance as the degree to which a person feels powerful regarding their environment. If he can control or influence the situation surrounding him, it makes him feel dominant [
19]. Several studies have proven that the PAD has an influence on user intention to use or customer intention to purchase some goods [
19,
25,
26,
27,
28,
29]. The model can also be used to capture online behavior [
30]. Therefore, we state that this PAD will also affect online social media followers’ intention to follow the recommendation from influencers. The PAD model is also one of the most popular approaches to studying tourist behavior and experience [
31], and that is in line with the context of our study regarding the travel recommendation. Thus, we will adopt the PAD in this study.
We also suggest that commitment can be the mediator dimension between the emotional dimension and the follower intention. We draw this suggestion based on Wang et al. [
11], who revealed that commitment can be interpreted as an emotional bond between the customer and the company or brand. That emotional bond can also appear between the follower and influencer, so we add the commitment dimension to our proposed model.
Based on the explanation above, this study combines follower-influencer experience with emotional dimensions and commitment in one model. To the best of our knowledge, this is the first time those three things have been combined. This provides an academic contribution to knowledge, especially in terms of followers’ intention to follow recommendations from influencers. We will focus our discussion on those dimensions further in the context of travel recommendations. This will provide a practical contribution, especially for tourism or traveling companies, as to the importance of influencers to build and maintain their business. The results of this study can give insight to the companies about how they can provide the best experience, provide positive emotion, and increase follower commitment. To carry out the research, we will collect data through a survey. The results of the data that have been collected will be processed and analyzed using the structural equation modeling (SEM) technique with the partial least square (PLS) algorithm through the SmartPLS 3 application from SmartPLS GmbH, Oststeinbek, Germany
5. Discussion
Overall, this study discusses the relationship between two points, i.e., the experience of follower-influencer interactions (follower-influencer experience) and emotional dimensions. In this case, the interaction between followers and influencers on social media has a positive influence on the emotional dimensions. Then, those emotional dimensions will affect commitment, and commitment will affect aspects of intention to follow the recommendation.
In this study, there are four variables studied as follower-influencer experience points, i.e., information experience (IE), entertainment experience (EE), homophily experience (HE), and relationship experience (RE). Quoting from Maybee et al. [
59], information experience is a domain that discusses how a person obtains information and meaning from information from aspects of life. In this context, information experience represents the information value of the recommendations given by influencers. Furthermore, the entertainment experience variable refers to everything related to triggering an increase in affection, physical indications, and moral motivation. In this study, this variable refers to a good experience or a sense of comfort experienced by receiving travel recommendations from influencers. Then, for the homophily experience variable, it refers to the pattern of human relationships, which tends to equate preferences or treatments with others [
63]. This variable is represented by the feeling that arises from followers wanting to imitate or follow travel recommendations from influencers. Finally, according to Wang et al. [
11], the relationship experience variable is one of the main factors that play a role in community commitment. In this context, relationship experience relates to the relationship and sense of belonging of the people around the followers and the followers themselves with influencers. From the results of the structural model test, it is shown that there is sufficient evidence to reject several hypotheses related to the follower-influencer experience variables. We can reject the H2c hypothesis (entertainment experience variable affects the dominance variable), the H4b hypothesis (relationship experience variable affects arousal variable), and the H4c hypothesis (the relationship experience variable affects the dominance variable). From this, it can be concluded that information experience and homophily experience have a significant influence on all three factors of pleasure, arousal, and dominance. Meanwhile, entertainment experience does not have a significant effect on dominance, and relationship experience does not have a significant effect on arousal and dominance.
Wang et al. [
11] directly linked experiences with commitment, without considering pleasure, arousal, and dominance. We strengthen the model proposed by Wang et al. [
11] by linking experiences with pleasure, arousal, and dominance first before commitment so that it becomes one of the contributions of our research.
In this study, there are three variables studied as points of emotional dimensions, i.e., pleasure (PL), arousal (AR), and dominance (DO). They are studied because those three variables are the three basic dimensions that indicate the state of feelings that humans have [
67]. From the results of the structural model test, it is shown that there is sufficient evidence to reject the H6 hypothesis (the arousal variable affects the commitment variable). This shows that the arousal dimension does not have a significant effect on the commitment to follow the given tourist recommendations.
We can see that relationship experience does not affect arousal while at the same time it affects pleasure. Further, arousal does not affect the commitment of the influencer. We suggest that the difference between the results of the hypothesis regarding the relationship experience towards arousal and pleasure occurs because pleasure and arousal are basically different. Pleasure is about enjoyment, while arousal is about excitement. As explained in the affect grid compiled by Russell et al. [
74], pleasure is in the horizontal dimension, while arousal is in the vertical dimension. Kuppens [
75] also adds in his research that pleasure and arousal do not always have to be in the same direction. Low arousal may accompany the pleasant emotions of the users [
75]. Thus, the follower may feel he has a relationship with the influencer, he is happy with the content of the posts from the influencer, but he does not feel enthusiastic, or his eagerness has not risen to commit to following the recommendations given by the influencer. The results of our study are almost the same as the results of research [
76], that is, social interaction does not have a positive effect on arousal and in the end arousal also does not have a positive effect on satisfaction. Our study showed that relationship experience did not have a positive effect on dominance. It means that although followers have a relationship with their influencer, however, they cannot control what travel recommendations they will receive from the influencer.
Regarding the rejection of hypothesis H2c, the results are similar to research conducted by [
50]. In their research, Song et al. [
50] showed that entertainment experience did not have a positive effect on dominance emotion. Their research showed that the visitor may experience enjoyment (pleasure) and excitement (arousal) from the entertainment given; however, the visitor feels that he has no control over the entertainment itself. In our research, the same thing turns out to be true in the context of travel recommendations; a travel recommendation from the influencers may entertain their followers, however, their followers may feel that they cannot control what travel recommendations they receive.
Lastly, we consider the commitment variable. Commitment is a strong and emotional relationship that a person has with something. Various studies state that commitment is one of the most important factors in building intention to follow recommendations [
11]. From the results of the structural model test, it is shown that there is not enough evidence to reject the H8 hypothesis (the commitment variable affects the intention to follow the recommendation variable). This shows that the commitment aspect has a significant influence on the intention to follow the recommendation aspect.
This research contributes both in terms of practical and theoretical aspects. From a theoretical point of view, this research provides knowledge about the factors from the theory of experience that influence or do not influence followers’ intention to follow travel recommendations from influencers. We have not found this specific aspect in previous studies. Then, from a practical perspective, our findings provide insight for influencers who recommend travel on their social media accounts. Based on the results of the study, the experience factors that affect the emotional dimension are information experience and homophily experience, where further, these two experience factors will influence followers to follow travel recommendations given by influencers.
There are several ways that influencers can act as one of the marketing actors who also promote tourism to their followers. The first is about the information experience experienced by followers. Information experience in the context of this research is the experience of followers related to the travel recommendation information they receive from influencers. To provide a satisfactory information experience for followers, influencers need to provide travel information in a concise and clear manner. This principle is in fact a generally accepted principle in the creation of content on social media. Social media users tend to be disinterested in content that is too long and too detailed. Some social media provides interesting features that support this. One of the most famous is the story feature of Instagram’s social media. Influencers can provide short videos to provide travel recommendations with a maximum duration of 15 s. With this feature, influencers are challenged to be able to provide short travel recommendations but are still able to attract the attention of followers.
Then, the second factor, i.e., the homophily experience, is related to how far the similarities exist between followers and influencers who provide travel recommendations. The more followers feel that the influencers who provide recommendations have a lot in common with themselves, the more likely they are to follow the travel recommendations given. To increase this factor, it is very important for influencers to know the demographics and characteristics of their followers. That way, influencers can provide recommended content that is more relevant to their followers. This can be achieved by utilizing the polling feature provided on several social media channels such as Instagram and TikTok.
Influencers can also make their followers feel happy when they see content created by them. In addition, influencers also need to make it appear as if followers can control promotional content that will be carried out by influencers. Influencers can create promotional content for tourism activities that are packaged in a fun way. For example, this can be achieved by using the poll feature on social media that is submitted to followers, so that followers can choose what content the influencer needs to live with. The happy emotions expressed by influencers are expected to be accepted by their followers. Followers who continuously feel attached or attracted to influencers have a high level of commitment. This is because of the emotion of pleasure and the feeling of dominance that are accompanied by the influence of the level of commitment of the followers. Influencers need to maintain the commitment of followers so that followers have the intention to follow the recommendations given to them.