An Importance-Performance Analysis of Dining Attributes: A Comparison of Individual and Packaged Tourists in Taiwan

Utilizing an importance-performance analysis (IPA), this paper examines the importance and performance of dining attributes in Taiwan as perceived by individual and packaged tourists. This study obtained 435 samples including 180 individual tourists and 255 packaged tourists. The IPA grids indicated that “food hygiene and cleanliness of the restaurant” fell into the “concentrate here” quadrant in these two groups. In the same quadrant, “service quality of the staff” was identified in the individual tourists' sample and “food quality” was identified in the packaged tourists' sample. These are the main factors that need to be improved. Additionally, an independent sample t-test and Chi-square analysis were employed to examine any significant differences between the individual and packaged tourists and among different demographic profiles of tourists, respectively. Afterwards, a follow-up study interviewing the tourists was conducted to compare with the results of the IPA analysis. Implications for the foodservice industry, travel agency and academic research are discussed.     

The Impact of Cultural Distance on Perceived Service Quality Gaps

Abstract

The data base of previously published research which tested a SERVQUAL-Gap model for tourists' judgments with respect to service quality for seven different quality dimensions and seven different vacation activities in alpine tourism (Weiermair and Fuchs 1999, Fuchs and Weiermair 1998) is used to explore the potential impact of tourists' cultural belonging upon their judgment regarding the overall and partial service quality experience in different settings of tourism activities. Using respondents' characteristics with respect to their country of residence and past vacation experience in alpine skiing the paper attempts to construct a proxy for cultural distance which subsequently is tested for its impact upon service quality judgments of tourists. A bifurcation hypothesis is proposed and used, whereby tourists from very distant cultures either display high tolerance levels for “exotic” or non-familiar service quality, thus yielding high quality judgment scores or alternatively, cultural distance is associated with higher transaction costs of the tourism experience resulting in significantly lower quality judgment scores. The presence of a matrix of 49 separate service quality scores allowed to differentiate the cultural impact hypothesis with respect to different service quality settings. The paper provides some tentative conclusions which have important ramification regarding the question of product development and the management and/or control of service quality for culturally different tourist segments.     

Shopping experiences: International tourists in Beijing's Silk Market

This study examines international tourists' experiences in Beijing's Silk Market, one of the China's most well-known tourist markets. Tourists' spontaneous reviews on TripAdvisor were analyzed through Leximancer, a computer-assisted qualitative data analysis software. The study confirms that markets can be major tourism attractions and can provide important experiences for international tourists. Most international tourists were impressed with their Silk Market trip. The dominant narratives of their experiences were the “price” of the items they “bought”, the “fun” of “bargaining”, and the “fake” quality of the products. Further analyses show that different satisfaction groups used somewhat different narratives to represent their shopping experiences and that male international tourists enjoyed the Silk Market experiences more than their female counterparts.     

The influence of trust perceptions on German tourists’ intention to book a sustainable hotel: a new approach to analysing marketing information

ABSTRACT

This study examined the relationship between German tourists’ trust perceptions and their intention to book a sustainable hotel, pioneering a new quantitative approach to sustainable tourism marketing. Data came from 300 respondents who participated in an online survey. Respondents were given a digital brochure to read containing information about a “fictitious” three-star beach hotel in Portugal, before completing a questionnaire that measured inter alia their intention to book this sustainable hotel. Both individual “general trust” (perception of others’ trustworthiness) and “specific trust” towards the fictitious hotel in the brochure were measured. The survey also evaluated respondents’ perceptions about the usefulness of the information in the brochure. Multiple regression analysis of the data indicated that general trust, trusting the hotel and perceived usefulness of the brochure were positively and significantly related to booking intentions. An interaction between general trust and perceived usefulness was also observed. This means that the higher the perception rate about the brochure's usefulness, the higher general trust was for booking intentions and vice versa. The practical implications of the results suggest that tourists could be motivated to book a hotel if its sustainability attributes and amenities were communicated in a trust inspiring way in marketing material.     

Multidimensional Scaling Analysis in the Determination of Hotel Quality Dimensions–Patagonia,Argentina

ABSTRACT

The purpose of this study is to identify and select quality dimensions for high category hotels in Neuquén and Bariloche, Patagonia, Argentina.

The research starts with a battery of 28-quality indicators that was obtained from in-depth interviews with hotel managers, and guest surveys carried out in both locations.

Through a structured interview by filling cards, the research team finds out the dimensionality that groups the hotel service quality items. Multidimensional scaling and hierarchical cluster analysis are used to explore the items grouping pattern and to define resulting quality dimensions. An empirical content validated scale for the construct “perceived service quality in hotels” is attained. Its three dimensions are “Physical support and hotel general services quality,” “Room quality” and “Employee service quality.”     

Using an intersectionality perspective to uncover older Chinese female's perceived travel constraints and negotiation strategies

This study employed an intersectionality perspective to examine older Chinese female's perceived constraints to pleasure travel and how they negotiated through constraints while accounting for multiple intersected identities of age (older), gender (females), and race (Asian-Chinese). Results showed that eight types of constraints impact their travel behavior: “limited knowledge of tourism,” “health and safety concerns,” “culture shock,” “lack of travel partners,” “low quality service facilities,” “limited availability of information,” “negative reputation of tour guide,” and “few employer-paid vacations.” Study participants also discussed how they negotiated through constraints using strategies, i.e., “word-of-mouth advertising,” “group travel with friends,” “donkey travel,” “finding partners through square dancing,” “children's support,” and “being motivated to taste organic foods and breath fresh air.” The findings provided a glimpse into potential modifications to constraint theory and revealed how tourism marketers can target and serve older female tourists in China by providing opportunities for them to negotiate through constraints.     

Selling Strategies and Shopping Behavior—An Example of Taiwanese Guided Package Tourists to Mainland China Destinations

China has become the most visited destination in the world for international tourists. The number of Taiwanese tourists going to China on guided tours has increased; “shopping” and “optional tours” are the two most controversial consumption experiences for them due to price competition. This study aims to investigate the Taiwanese guided package tourists’ shopping intentions and behavior when traveling in China and also to examine how their shopping behaviors are influenced by sales representatives, local tour guides, and other tour participants. This study found that benefits sought, perceived sympathy, and social acceptance are often used by service providers to persuade tour participants to buy. It is expected that the study can contribute to tourism industry theory, and help the travel industry to improve the quality of guided package tours to China.     

The Effect of Length of Stay on Travelers' Perceived Satisfaction with Service Quality

SUMMARY

Consumer satisfaction related to service quality during the vacation experience is of paramount importance to the travel and tourism industry. This study tests empirically the effects the number of nights spent on a vacation have on the levels of satisfaction recent travelers report for three service aspects of the travel destination: perceived satisfaction with tourism service providers; perceived “freedom from defects” of tourism services; and perceived reasonableness of the cost of tourism services. Differentiation in satisfaction scores between “short-term visitors” (i.e., those who stayed from one to six nights) and “long-term visitors” (i.e., those who stayed seven or more nights) were examined. Significant differences between the two groups of visitors were present for (1) perceived satisfaction with industry professionals delivering the service experience at the travel destination, (2) perceived satisfaction with “freedom from defects” of the actual services at the destination, and (3) perceived reasonableness of the cost of services at the travel destination. Suggestions for how tourism industry professionals can make use of this information are presented.     

Exploring the Impacts of Service Guarantee Strategy

This study examines the impacts of service guarantee in terms of consumers' perceived purchase risks, loyalty, complaint behaviors, and intent to use “word-of-mouth” within the context of the casual dining restaurant segment. The scenario method was developed and used to test the research hypotheses. The results of the study reveal that a well-executed service guarantee could reduce consumers' perceived purchase risks, and increase a positive word-of-mouth and customer loyalty. On the other hand, it also raises consumers' intent to complain upon service failure. Furthermore, the results of the study indicate that a “specific” service guarantee is much more effective in reducing consumers' perceived purchase risks, and increasing consumers' intent to claim after a service failure as opposed to an “unconditional” service guarantee. The results of the study suggest that a service guarantee offered by independent restaurants could offer a competitive advantage over brand restaurants not offering a service guarantee.     

Travel motivations and destination choice: A study of British outbound market

Abstract

Knowledge of people's travel motivations and its association with destination selection plays a critical role in predicting future travel patterns. The objectives of this study were to uncover the underlying push and pull factors of motivation associated with British outbound pleasure travelers as well as to identify key motivational factors that have significant effects on destination choice. Six push factors and five pull factors were found. “Knowledge seeking” and “cleanliness & safety” were perceived as the most important push and pull factors respectively. The results of logistic regression analyses snowed that the British tend to visit the U.S. for “fun & excitement” and “outdoor activities,” Oceania for “family & friend togetherness,” and Asia to seek a “novel experience.” The findings of differential motivational factors across seven destinations suggest that a destination can capitalize on its strengths with an optimal combination of push and pull factors to attract and retain the British travelers.     

Trip Planning and Decision Making of Self-Drive Tourists—

Abstract

Touring holidays are greenhouse gas intensive, and ways are being sought to reduce these emissions in New Zealand. This research seeks to influence rental vehicle tourists' planning and decision making towards shorter travel. Semi-structured interviews (n = 96) were conducted as part of a quasi-experimental approach, in which tourists were “treated” by receiving a purpose-designed tourist map. Three levels of planning and decision making could be distinguished, whereby both cognitive and affective processes were important. The tourist map did not influence tourists' itineraries, but tourists in New Zealand consistently followed a “travel budget” of about 3-5 hours driving per day.     

CULTURAL DIFFERENCES IN SHOPPING FOR LUXURY GOODS: WESTERN,ASIAN, AND HISPANIC TOURISTS

This study examines the significant differences in shopping for luxury goods among Western, Asian, and Hispanic tourists and, in particular, the perceived importance of different types and characteristics of the luxury consumer and travel goods tourists buy on vacation. The results show that Western, Asian, and Hispanic tourists‐shoppers significantly differ in the perceived importance of luxury consumer and travel goods and their characteristics. Western and Asian tourists attach more importance to buying “gifts for others” than Hispanic tourists. Asian tourists attach more importance to buying “golf equipment,” “health spa/wellness treatment,” “luxury cruises,”and “luxury yachts/rentals” than Hispanic tourists. Western tourists attach more importance to “fine dining” than Hispanic tourists. Implications of the study results and recommendations for future studies are discussed.     

Examining Tourists’ Push and Pull Travel Motivations and Behavioral Intentions: The Case of British Outbound Tourists to Phuket,Thailand

This research aimed specifically to (1) determine the socio-demographic characteristics and travel patterns of British tourists visiting Phuket; (2) identify the main “push” and “pull” travel motivations of British tourists visiting Phuket; and (3) examine the relationship between British tourists’ main “push/pull” motivations and future travel intention to Phuket. Findings revealed that British tourists’ main push motivations were: “to have fun,” “to rest and relax,” and “to escape from daily routine and environment”; while the main pull motivations were: “natural sceneries and landscapes,” “beaches,” and “hospitality and friendliness of the people.” There was also a relationship found between “push/pull” motivations and future travel intention to Phuket.     

Who are they? Visitors to Louisiana's River Road plantations

ABSTRACT

This article examines the responses of 448 tourists to an exit survey at four Louisiana River Road tourist plantations. We investigate and discuss the relationships between the demographics of the tourists and their interests as they relate to tourist plantations. Cluster analysis of the visitors' interests indicates that visitors typically fall into one of four interest clusters: “Everything is great!”; “Culture and the Enslaved”; Culture without the Enslaved”; or “Everything is just Okay”. Several plantation managerial and theoretical implications are discussed, as well as suggestions for future research directions.     

Understanding the Relationship of Service Fairness,Emotions, Trust,and Tourist Behavioral Intentions at a City Destination in China

This study presents a cognitive appraisal model that identifies consumption emotions and trust as key mediators in the relationship between perceived service fairness and behavioral intentions (i.e., revisit intentions and word-of-mouth (WOM) referrals). The structural equation modeling (SEM) technique was employed to examine empirically a conceptual tourist behavior model using questionnaires answered by 541 tourists in Xiamen, a “garden city” in China. The findings confirmed the mediating role of emotions and trust, which imply that the travel behavioral intentions formation process is both an emotional experience process and a relationship building process between tourists and the destination service providers. By understanding the relationship and linkages between perceived service fairness and behavioral intentions, city managers, urban tourism managers, and service providers can formulate more effective marketing strategies to strengthen tourists’ loyalty, revisit and WOM referral intentions.     

Exploring the links between destination attributes,quality of service experience and loyalty in emerging Mediterranean destinations

Since the publication of the “Experience Economy” work by Pine and Gilmore in 1999, understanding the increasing complexity of the customer experience within the customer journey in the tourism industry is a priority for researchers and destination management organizations. This study contributes to the extension of the Experience Economy in tourism research by examining the links between tourists' assessment of destination attributes, their perceived quality of the service experience and loyalty, in seven emerging Mediterranean destinations. To date, little research has explored the aforementioned aspects, even though the Mediterranean region is the leading tourism destination in the world. With a sample of 1365 Mediterranean tourists, the analysis reveals differences between tourists' perceptions in Northern and Southern Mediterranean destinations. In addition, empirical support to the proposed model proves the direct impact of both variables on loyalty. The study outlines implications to both practitioners and researchers.     

Are we all environmental tourists now? The role of biases in social comparison across and within tourists,and their implications

From a management and research perspective, it is important to get a better understanding of what influences tourists in their decision to choose environmentally friendly travel options, and how these are related to social cognitive processes. This paper reports findings from two separate studies investigating the role of biases in social comparison, with particular reference to tourists' perception of their personal roles as environmentally friendly tourists, and especially tourists’ views of the environmental attitudes of other tourists. Samples of N = 1607 and N = 2076 tourists, respectively, were obtained for two studies in Western Norway. Results indicate that tourists perceive themselves to hold more pro-environmental attitudes than other tourists (i.e. “typical tourist”, “average tourist”, “tourists”). This suggests that there are differences in the perception of the self and others when it comes to social comparisons concerning issues of environmental sustainability. The findings also suggest that tourists hold overly positive views of themselves generally concerning issues of environmental sustainability and that their environmental attitudes reflect perceived desirable standards. The theoretical and practical implications of the findings are discussed from a social psychological perspective, and implications for tourism managers and researchers noted.     

European Silk Road Tourists' and Their Tour Guides' Perceptions of Product and Service Quality

Abstract

The development potential of the China Silk Road tour has been recognised by international organisations. In a preliminary survey product and service quality perceptions of 78 European Silk Road tourists and of 20 guides were assessed. The tourists were quite critical of food served outside their hotels, the interest created by the attractions, the friendliness of locals and the price and quality of souvenirs. In nearly all these aspects tour guides' assessment differed substantially from their clients'. These results indicate a need for product and service quality improvements, including tour guides' training, to realise the undoubted potential of China Silk Road tours.     

Exploring the discrepancies in perceived destination images from residents’ and tourists’ perspectives: a revised importance–performance analysis approach

A comprehensive and balanced understanding of both local residents’ and tourists’ perceived destination image (DI) is a pivotal step for successful tourism development. Using the revised importance–performance analysis approach, this study assesses the differences between residents’ and tourists’ perceived implicit importance and performance of DI attributes in the Liyu Lake Scenic Area in Hualien, Taiwan. A mixed methods approach was adopted. First, 30 pertinent image attributes were identified by interviewing local residents and tourists. These image attributes were subsequently used in a questionnaire survey. Results indicate that residents’ and tourists’ opinions were divided on environmental issues and purposes of visit. The most significant finding is that both the residents and tourists regarded the majority of the attributes as “possible overkill,” suggesting that destination management organization should reconsider the direction for future development and try to realize the “real needs” of the residents and tourists based on their motivations.