Integrating Muslim Customer Perceived Value,Satisfaction, Loyalty and Retention in the Tourism Industry: An empirical study

In recent years, customer value has been the favorable theme for numerous tourism studies and reports. However, although Muslims make up one of the largest tourist markets in the world, perceived value of tourism offering oriented toward this market has not been clearly defined. Furthermore, there is a lack of systematic empirical evidence regarding the effects of Muslim Customer Perceived Value (MCPV) on consumer satisfaction, customer loyalty and customer retention. Therefore, the purpose of this paper is to identify the MCPV dimensions, to examine the interrelationships between MCPV, customer satisfaction, customer loyalty and Muslim customer retention, and to develop and test a conceptual model of the consequences of MCPV in the tourism industry. Moreover, 13 hypotheses were developed and tested using a sample of 221 Muslim tourists. Exploratory and confirmatory factor analysis were used to test the validity of the measures, while the structural equation modeling has been used in hypotheses testing. The strength of the relationship between the constructs indicates that features of the suggested MCPV model are crucial to achieving Muslim customer retention in the tourism industry. Findings also suggest that the availability of the suggested Islamic attributes value, along with conventional value dimensions, could satisfy Muslim tourists when they buy a tourism package. Copyright © 2013 John Wiley & Sons, Ltd.     

Measuring the Socio‐Economic Legacies of Mega‐events: Concepts,Propositions and Indicators

Legacies have become a key rationale underpinning the bidding process for hosting mega‐events. These long‐term effects are deemed to hold benefits and costs, and measurement is important. However, there is limited theory or empirical evidence on legacy impacts. In this article, the literature on legacies of mega‐events is reviewed and event tourism isolated to develop an interdisciplinary conceptual model to measure tourism legacies, and develop propositions on measurement issues. This paper develops a framework of key indicators, propositions and measures to evaluate socio‐economic legacies, which will support event organizers and decision makers to formulate policies for improving event legacies. Copyright © 2012 John Wiley & Sons, Ltd.     

The Effect of Experience Quality on Perceived Value,Satisfaction, Image and Behavioral Intention of Water Park Patrons: New versus Repeat Visitors

This study proposed a conceptual model to examine how customers' perceptions of the quality of experiences influence perceived value, water park image, customer satisfaction and behavioral intentions for first‐time and repeat customers of the water park of the tourism industry. This study finds that the quality of participants' experiences significantly affects perceived value, water park image and customer satisfaction. Moreover, perceived value and water park image exert a direct influence on customer satisfaction, and they also positively affect behavioral intentions. Finally, the impacts on customer satisfaction of experience quality and water park image significantly differ between first‐time and repeat customers. Copyright © 2013 John Wiley & Sons, Ltd.     

Tourism and Long‐run Economic Growth in Aruba

This study examines the long‐run relationship between tourism development and economic growth in a small island destination. Determining whether the nature of the relationship is unidirectional or bidirectional provides insightful information as to policies to be implemented. This information is crucial in a resource‐poor environment, such as a small island destination. The study employs an econometric methodology consisting of unit root testing, co‐integration analysis, vector error correction modeling and Granger causality testing. Results confirm the reciprocal hypothesis. The policy implication is that resource allocation supporting both the tourism and tourism‐related industries could benefit both tourism development and economic growth. Copyright © 2013 John Wiley & Sons, Ltd.     

Co‐operatives in southern Spain: their development in the rural tourism sector in Andalucía

This paper examines the characteristics of a number of recently established rural tourism co‐operatives in Andalucía, southern Spain against the background of the theory of co‐operatives as economic organisations. The origins and composition of the co‐operatives are examined, their local impact, their policies on employment and remuneration, and their internal management characteristics. Few of the businesses in the sample appear to possess the characteristics of the ‘ideal type’ of co‐operative identified in the literature. Although small‐scale, beneficial impacts may be identified within their localities, these appear to be no different to those associated with any small business organisation in the rural tourism sector. Furthermore, it is concluded that their prospects for developing genuine alternative forms of employment structures are not strong, partly owing to the circumstances of their foundation and partly because of the very nature of rural tourism itself, where extreme seasonality imposes a very specific labour regime. Copyright © 2001 John Wiley & Sons, Ltd.     

Tourism Experience Network: Co‐creation of Experiences in Interactive Processes

This article launches a new framework, the Tourism Experience Network (TEN), which explores co‐creation of experiences. The TEN framework absorbs value as experience logic in tourism marketing. Its uniqueness illustrates structuring processes and includes consumers/tourists in the service management. A theoretical explorative technique based on literature was used to construct the TEN. It departures from interactive networks, new service paradigm and tourism marketing, and contributes to tourism experience theories. Inspiration from the Industrial Marketing and Purchasing (IMP) group was embraced to modify issues inherent from traditional networks—the ARA model. By linking this approach with experience, actors are defined as experience facilitators in tourism and networks. Copyright © 2012 John Wiley & Sons, Ltd.     

Tourism demand modelling: some issues regarding unit roots,co‐integration and diagnostic tests

This paper investigates the all important issue of diagnostic tests, including unit roots and cointegration, in the tourism demand modelling literature. The origins of this study lie in the apparent lack in the tourism economics literature of detail concerning the diagnostic test aspect. Study of this deficiency has suggested that previous literature on tourism demand modelling may be divided into two categories: the pre‐1995 and post‐1995 studies. It was found that the pre‐1995 and some post‐1995 studies have ignored unit root tests and co‐integration and, hence, are vulnerable to the so‐called ‘spurious regression’ problem. In highlighting the key diagnostic tests reported by post‐1995 studies, this paper contends that there is no need to report the autoregressive conditional heteroskedasticity (ARCH) test, which is applicable only to financial market analysis where the dependent variable is return on an asset. More generally, heteroskedasticity is not seen as a problem in time‐series data. However, the reporting of a greater than necessary range of diagnostic tests — some of which do not have any theoretical justification with regard to tourism demand analysis — does not diminish the precision of the results or the model. This paper should appeal to scholars involved in tourism demand modelling. Copyright © 2003 John Wiley & Sons, Ltd.     

Trip Cultural Activities and Tourism Expenditure in Emerging Urban‐cultural Destinations

Although tourism expenditure is determined by different factors, the literature has not analysed the extent to which trip cultural activities affect tourism expenditure in the destination. The focus of this paper is a microeconomic analysis performed in 14 emerging urban‐cultural destinations in Andalusia (Spain). The results confirm that there are activities related to cultural visits, attendance at events or gastronomic activities that determine tourism expenditure. These results guide the implementation of specific actions by the policy‐makers in these destinations aimed at increasing the economic impact of tourism, based on the creation of high value‐added tourism products to overcome their mere dependence on built heritage. Copyright © 2015 John Wiley & Sons, Ltd.     

The effectiveness of environmental interpretation at resource‐Sensitive tourism destinations

The process of appropriate visitor management is an integral part of sound tourism management. Visitor management includes the development and implementation of rules and regulations with respect to visitor activity, which in turn provides the guidelines for visitors. On the other hand, it also aims to create enjoyable visitor experiences in the hope that visitors will appreciate the value of the site. Environmental interpretation in a resource‐sensitive tourism destination is considered to be an effective visitor management strategy that helps to encourage visitors to adopt more appropriate behaviour in order to sustain the development of tourism. This paper aims to examine the processes and purposes of visitor management and environmental interpretation, including relevant definitions and functions. The characteristics of visitor management and environmental interpretation, and how to increase their effectiveness, also are addressed. Copyright © 2002 John Wiley & Sons, Ltd.     

Product placement and tourism‐oriented environments: an exploratory introduction

This paper examines the ‘physical’ placement of products within tourism‐oriented environments. Product placement is usually associated with the incorporation of branded products into media vehicles. However, a type of placement also occurs within ‘non‐store’ spaces used by tourists. Product placement within these spaces may increase awareness about certain products and, ultimately, induce purchases. Tourism‐oriented environments may enhance the attractiveness of placed products because they enable consumers to interact with and appraise these products before they purchase them. A number of examples are provided, which demonstrate that marketers seek to create encounters between tourists and products. Copyright © 2007 John Wiley & Sons, Ltd.     

An Exploratory Use of Web Content Analysis to Understand Cruise Tourism Services

Research within the cruise industry now has the ability to utilize Web‐based content analysis. This paper provides an example of a methodology that explores patterns of co‐creation of value on board cruise ships using holiday reviews retrieved through Web content mining from CruiseCritic.com . The aim is to add to the field of co‐creation and cruise tourism by providing an approach to exploratory Web‐based data collection. With the use of a data‐driven approach to knowledge discovery, this paper provides a means to achieve a deeper understanding of guest‐to‐guest and guest‐to‐staff interactions on board cruise ships. Copyright © 2012 John Wiley & Sons, Ltd.     

Customer‐based Brand Equity for a Destination: the Effect of Destination Image on Preference for Products Associated with a Destination Brand

This study investigated how destination image of customer‐based brand equity for a tourist destination can be transferred to products associated with a destination brand. The effect of destination image on preference for products associated with a destination brand (PPADB) and the relationship between tourists’ destination preference and PPADB were investigated. Two hundred and ninety six individuals replied to a self‐administered questionnaire distributed to 318 students at a major US university. The results revealed that both cognitive and affective image of a destination are positively related to PPADB; preference for a destination is also positively related to PPADB. Suggestions are provided for a successful destination brand extension strategy. Copyright © 2012 John Wiley & Sons, Ltd.     

Beyond the Work‐to‐Leisure Conflict: A High Road through Social Support for Tourism Employees

The purpose of this study was to test the direct and moderating effects of job strain variables on the Job Demand–Control–Support model. A total of 422 tourism employees completed a questionnaire. Hierarchical and moderated regression models were employed to test the proposed relationships between job strain variables and work‐to‐leisure conflict. Results indicated that job demands had a positive relationship with work‐to‐leisure conflict, whereas the schedule flexibility and the time‐off flexibility were negatively related to work‐to‐leisure conflict. Results also found that supervisor support could moderate the influence of tourism employees' job demands on work‐to‐leisure conflict. Implications of stress management and job design for human resource department are discussed. Copyright © 2013 John Wiley & Sons, Ltd.     

Culinary tourism strategic development: an Asia‐Pacific perspective

Many destinations view their food and cuisine as a market niche. Operating within the Asia‐Pacific perspective, this study analyzed the key success factors in culinary tourism based on resource‐based theory in seven benchmark countries to identify the structure of promotional strategic development in culinary tourism. The methodology primarily involved in‐depth interviews and document analyses. The results identified four key success factors: (i) identifying and effectively using culinary tourism resources; (ii) evaluating governmental principles for promoting culinary tourism; (iii) adopting marketing strategies to promote culinary cultural sectors; and (iv) constructing educational environment for culinary culture and tourism. Copyright © 2011 John Wiley & Sons, Ltd.     

Love and Satisfaction Drive Persistent Stickiness: Investigating International Tourist Hotel Brands

Switching resistance loyalty manifests in persistent stickiness to the incumbent brand as the sole choice in the presence of other attractive alternatives. Empirically, it is the crucial determinant of retaining customers for long duration. However, specific drivers of such loyalty in the hospitality and tourism brand categories are still unclear. The current study, integrating the brand love and customer satisfaction paradigms, addresses this issue with a focus on international tourist hotel brands. Brand love proves to be a powerful driver of switching resistance loyalty toward the hotel brand. Noteworthy, overall customer satisfaction serves to reinforce the loyalty‐driving effect of brand love. Copyright © 2013 John Wiley & Sons, Ltd.     

The self‐presentation and self‐development of serious wildlife tourists

The notion of self‐concept and choice of tourism products has yet to be applied to wildlife tourism. The question of how consumers perceive themselves is considered fundamental to understanding purchase and consumption behaviours. This ethnographic study is based upon ‘serious’ wildlife tourism participants, for whom studying fauna and flora is the primary motivation for travel. The findings demonstrate how the ‘culture’ of ‘serious’ wildlife tourism is made up of individuals who differentiate themselves from other tourists in terms of dress, behaviour, development of skills, equipment and intellectual capital, illustrated by their desire to scope, identify and photograph wildlife. Copyright © 2009 John Wiley & Sons, Ltd.     

e‐Participation Model for Sustainable Cultural Tourism Management: a Bottom‐Up Approach

The paper presents a ‘bottom‐up approach’ for cultural tourism management, based on the development of an e‐participation website for an Italian city, where the stakeholders are placed at the centre of the decisional process. The analysis provides an indication on how to personalize and differentiate the cultural tourism offer according to the stakeholders’ perspectives and to specific territorial characteristics. Innovative techniques of stakeholders’ engagement are offered by information and communication technologies tools that can play a vital role in today's cultural destinations. However, the study shows that the Web is yet to be utilized as an effective tool in stakeholders’ participation processes. Copyright © 2011 John Wiley & Sons, Ltd.     

A Grid‐group Analysis of Tourism Motivation

Marketing theorists have widely proposed that culture is one of the underlying determinants of consumer behavior and that increasing globalization is creating a multicultural marketplace. Empirical inquiries in the field of tourism remain scarce, particularly regarding the understanding of behavioral influences. This study aims to fill this gap by investigating the influence of sub‐cultures on tourism motivation. Drawing on grid‐group cultural theory, an analysis of survey data from 727 Chinese tourists reveals that respondents classified as different cultural types had different travel motivations. Contributions and limitations of the study are discussed, and future research directions are suggested. Copyright © 2013 John Wiley & Sons, Ltd.     

How Far does Overall Service Quality of a Destination Affect Customers' Post‐Purchase Behaviours?

In tourism management literature, there are numerous research papers focusing on the determinants of the customers' destination evaluations and how they affect each other. The chief variables to be examined in the literature have been customer satisfaction, perceived value, behavioural intention and service quality. In this study, the authors were inspired by the ‘indirect model’ by Cronin et al. (2000) and generated a conceptual model to determine the overall service quality of a destination and its effect on perceived value, customer satisfaction and behavioural intention by structural equation modelling technique. Copyright © 2011 John Wiley & Sons, Ltd.     

Tourism Innovation in the Global South: Evidence from the Western Cape,South Africa

A research gap exists for the conceptual strengthening, measurement and analysis of innovation at the tourism firm and systems levels, especially in the context of the global South. This paper investigates tourism innovation in the Western Cape region of South Africa. In particular, the nature and types of innovation by tourism firms and system actors are interrogated. It is revealed that innovation by tourism firms is widespread, albeit is largely incremental in nature. The main contribution of this research is the development of an expanded evidence‐based tourism innovation typology from a cross‐sectoral survey of tourism firms and qualitative interviews undertaken with tourism system actors. In addition, recommendations are provided regarding measurement of innovation in tourism. Copyright © 2016 John Wiley & Sons, Ltd.