Examining key drivers of customer delight in a hotel experience: A cross-cultural perspective

Welcoming all guests is the calling shared by those who work in the hotel industry. Everyday hoteliers strive to provide a service of excellence to all of those who visit. This can be somewhat of a complex endeavor, as hotels receive guests from different nationalities and cultures. Previous research in the area of customer delight has revealed some of the factors that define and drive the customer delight experience. Despite the emerging literature on the subject, the question remains: are guest from different cultures likely to be delighted by different things? In the present study, the researchers conducted extensive semi-structured interviews (n = 228) with guests from different nationalities visiting the Central Florida area. The guests interviewed came predominantly from the United States, Brazil, Germany, and Canada. Using a process of content analysis, the researchers analyzed the drivers of customer delight and concluded that while some universal service elements exists, guests from different cultures can also be delighted by different services and amenities.     

The evaluation of visitor experiences using the peak-end rule

ABSTRACT

As the peak-end rule suggests that the peak and the end moments are a better predictor of the overall evaluations of experiences than an average of the total experiences, the purpose of this study was to examine the role of the peak-end rule in predicting overall satisfaction with the visitors’ experiences. The data was collected from 187 visitors who participated in alleyway historical tour areas. The results of this study support for the peak-end rule of visitor experiences associated with travel and tourism behavior. The study also suggests distinct roles for the visitors’ positive experiences of enjoyment, happiness, and pleasure with the demographic variables to explain the visitor satisfaction. Additionally, the research finding implies that the visitor experiences were enhanced at the peak and end moments rather than at the most memorable episodes during the historical tour activities. Tourism practitioners may provide a range of meaningful opportunities and differentiated programs with the participants by identifying the relationships between the peak-end experience and visitor satisfaction. Future research can focus on investigating other important antecedents of individuals’ experiences, and identifying the complex nature of visitors’ perceptions and their relationships with their experiences.     

Mainland Chinese Tourists to Hawaii: Their Characteristics and Preferences

Tourism is the most economically important industry to the United States' only island state, Hawaii. With Hawaii's highest spending and largest international tourist segment, Japanese, decreasing significantly (a loss from over 2,000,000 in 1997 to just over 1,000,000 Japanese visitors in 2009), Hawaii needs to prepare to replace the significant decrease of Japanese visitors with a new visitor market. The logical new international visitor target market would be tourists from the fastest growing economy in the world, that being China. The purpose of this study is to explore the differences in attitudinal and behavioral characteristics, and preferences of Chinese tourists in Hawaii according to key sociodemographic variables. The results of this study conclude that sociodemographic variables show significant differences in attitudinal and behavioral characteristics. For example, when comparing the number of times a respondent had visited Hawaii, first-time visitors showed the highest level of preference for a deluxe hotel while second-time visitors showed the highest level of preference for a budget hotel. Those who had visited Hawaii three or more times indicated the highest preference for a first class hotel and also to be more interested in high-end shopping. First-time visitors showed the highest percentage in the lowest category of estimated cost of gifts (US$0–US$300). This indicates that Hawaii tour operators should focus on introducing more discounted shopping to first-time visitors.

The results of this study are likely to be beneficial for understanding Chinese tourists and establishing marketing policies to enhance their satisfaction and raise their intention to revisit Hawaii. The findings of this study could be helpful for all stakeholders including local tour operators, the hotels, and Hawaii's tourism officials.     

Combining time-series and econometric forecast of tourism activity

It has always been difficult to model the travel industry because tourism involves such a diverse set of activities. However, various regional decision makers have become increasingly interested in predicting the flows of visitors through their market. Accurate forecasts of the number of tourists' arrivals, their length of stay, and their expenditures improve planning and inventory control. Stochastic time-series models have compared favorably with econometric models at the aggregate level while some naive automatic forecasting tools have fared well in comparison when predicting industry-level behavior. Several approaches have been developed to improve forecast accuracy. This paper presents parsimonious methods of improving accuracy by combining various forecasting techniques. The Box-Jenkins stochastic time-series method is combined with a traditional econometric technique to forecast airline visitors to the State of Florida.     

Exploring Content and Design Factors Associated with Convention and Visitors Bureau Web Site Development

Abstract

Convention and visitors bureaus (CVBs) have become important organizations within the tourism industry. The International Association of Convention & Visitor Bureaus (IACVB) reported that it represents approximately 500 destination management organizations in 30 countries (IACVB, 2003). As one of the most important components of the tourism industry in the United States, the Convention and Visitors Bureau performs various activities to facilitate destination marketing and development, with the aim of enticing leisure and convention customers to their particular city or region. Meanwhile, meeting planners are using technology to enhance their ability to produce and execute meetings that demonstrate a high return on investment. Consequently, CVBs' websites have enormous potential in selling a destination and facilitating the meeting/convention planning process. This paper explores the content and design factors associated with convention and visitors bureau web site development. It also demonstrates how planners utilize the Internet and CVB websites.     

External Information Search Behavior of Visitors to Turkey

ABSTRACT

The purpose of this study is to analyze the influence of information search behavior of travelers from 36 countries to Turkey. The data used in this study were obtained from a larger research project which was carried out by Ministry of Tourism and Culture and State Statistics Association of Turkey in 2001. The study revealed seven dimensions of external information sources as a part of search behavior of visitors such as “friends and relatives,” “trade exhibition,” “promotion offices,” “media,” “tourism entities,” “others” (Internet, catalog and in-flight information) and “outside of the above sources.” The data were analyzed by two different techniques. First, a series of Chi-square tests were conducted to examine the information sources of visitors arriving in Turkey. Second, Correspondence Analysis (CA) was utilized to identify the differences in the information sources of visitors. Six external information sources were examined in the study.     

Prospective tourist preferences for sustainable tourism development in Small Island Developing States

Tourism development is crucial for economic growth in Small Island Developing States, but its management involves trade-offs between ecosystem services and social and cultural identities. This paper aims to contribute to the debate around the achievement of the Sustainable Development Goals through an investigation of the sustainable management of tourism and coastal ecosystem services. The paper presents a choice experiment and latent factor analysis to disentangle relevant aspects of sustainable tourism in Small Island Developing States for potential visitors. Willingness to pay is reported for the different factors revealing preferences variability for previous and prospective visitors. Pro-environmental attitudes influence individual tastes and policy makers should consider these traits in order to attract visitors and private funding. Our findings show that prospective tourists are interested in the wider aspects of the tourism experience which in turn require the careful management of social and environmental resources in Small Island Developing States.     

The tourist art market as a factor in social change

Richter, Dolores. “The Tourist Art Market as a Factor in Social Change,” Annals of Tourism Research, Vol. V, No. 3, July/September 1978, pp.323–338. This paper disputes the theory that participation in the tourist art market has had limited economic impact on African artists. An analysis of social changes that have occured in the social organization of a group of traditional woodcarvers indicates that tourist art market participation is directly responsible for significant changes in many social institutions. It has also provided the economic means by which the carvers have been able to respond positively to government policies and regulations aimed at modernization.     

旅游者中位年龄的几个市场指示意义

年龄是旅游市场细分理论中一个重要的社会—人口学变量,不同的年龄结构对细分市场的旅游行为有着重要的影响。然而,在刻画旅游者年龄结构时,无论是在业界实践还是学界研究中,被普遍采用但标准各异的旅游者年龄"上中下"分组模式却不可避免地制约了相关研究成果之间纵向或横向的比较与验证,需要发展一条可以沟通联系的纽带。文章试图将中位年龄作为这种可能的纽带引入我国旅游市场研究领域,基于国家旅游局公开发布的旅游者年龄统计数据,提出了旅游市场类型的中位年龄划分标准,并在此基础上进一步探讨了旅游者中位年龄在指示市场结构类型、市场环境波动和市场发展分化方面的后效价值,以期为旅游市场营销与管理提供一定的理论依据。     

The impact of tourism on a dependent island: Gozo,Malta

Tourism for the 22,000 inhabitants of Gozo, Malta's underdeveloped sister island, means just over one hundred foreign residents, several hundred hotel visitors, and an annual stream of several hundred thousand day trippers from Malta. For Gozitans tourism has provided substantial earnings for a few catering and transport entrepreneurs, permanent employment for a few hundreds, and a modest income for some 1,600 women and girls producing handicraft souvenirs at home. However, the tourist connection to Gozo is controlled by Maltese, who obtain a disproportionate share of the industry's earnings. Increasingly Gozitans resent the way Maltese exploit their island, pollute it with picnic rubbish and treat them as backward. They compare their patronizating neighbours to the polite, free spending foreigners by whom they are treated with respect. Foreign appreciation of their rural environment and lifestyle has increased Gozitan self confidence, even as it has exacerbated their traditional resentment of Maltese cultural, social, and economic dominance. On balance, Gozitans from all walks of life regard tourism positively, especially its benefits to their underdeveloped economy.     

Craft museum visitors’ interactive experiences,benefits and behavioural intentions: perspectives of Chinese parents

ABSTRACT

Family visitors are important audiences for museums. This paper develops a model that examines the influence of Chinese family visitors’ leisure experiences in museums on their behavioural intentions (BI) with their perceived benefits (mindful benefits and non-mindful benefits, MB and NMB) as the mediating variables. Based on the theoretical framework of an interactive experience model, parents’ experiences in museums were divided into experience of existential authenticity (interaction with the exhibits) (EA) and experience of parents-children interaction (PCI). A total of 375 local family visitors at a cluster of craft museums in Hangzhou, China participated in the survey. The PLS-SEM analysis indicates that both EA and PCI have positive effects on perceived benefits. EA, which emphasises the personal interactions between visitors and exhibited objects as well as their intangible meanings, is found to be more powerful than PCI in shaping visitors’ BI. MB and NMB differ in their influence on visitors’ behaviours. Only MB is linked with visitors’ BI. Further, MB partially mediates the relationship between EA and BI, and fully mediates the relationship between PCI and BI. Implications are offered to enhance family visitors’ experiences through appropriate service management strategies.     

Foreign travel and tourism prices and demand

Sunday, Alexander A., “Foreign Travel and Tourism Prices and Demand,” Annals of Tourism Research, Vol. V, No. 2, April/June 1978, pp. 268–273. Using regression analysis and panel data this study estimates the parameter effect of prices on American demand for foreign travel and tourism. Findings suggest that higher air fares generate fewer tourists but greater expenditure per tourist visit.     

China ready for new prospect for tourism development

Great strides have been made in tourism development in PR China since 1978 with the shift in emphasis from political ideology to the economy. The failure of the Chinese government to recognize the significance of tourism to the economy has led to inadequate provision of tourist services and accommoda- tion. The State Administration for Travel and Tourism (SATT) has recently produced a report aimed at developing a new prospect for Chinese tourism. Zhang Guangrui, Assistant Fellow of the Institute of Finance and Trade Economics, brings us up-to-date with the state of tourism in China.     

The impact of age and family life experiences on Mexican visitor shopping expenditures

Mexican Nationals frequently visit border towns and other cities in the United States that are in close proximity to their areas of residence for the main purpose of shopping at popular malls and outlet centers. However, it is somewhat difficult to gather the necessary information in order to profile the visitors and develop marketing strategies for targeting the appropriate market segments. The purpose of this paper is to identify the key target markets for U.S. shopping malls based on the age and family life experiences (i.e., marriage and having children) of the Mexican visitors. First, a three-factor ANOVA analysis is used to examine the impact of these characteristics on shopping expenditures, including the interaction effects. Then, a cluster analysis is performed in order to segment the market using age and the family life experience variables. Finally, recommendations are provided based on the expenditures and trip behavior by family life cycle stage.     

Antecedents of novelty seeking: international visitors’ propensity to experiment across Hong Kong's culinary traditions

The factors that influence the scope and range of visitors’ culinary choices were the focus of this study. Responses to a survey composed of 968 departing visitors from Hong Kong who reside in one of 18 countries revealed that culinary experimentation is influenced by four factors. They are in order of importance: national culture; length of stay; age; and repeat visitation. Specifically, respondents from low uncertainty avoidance countries patronized a greater number and diversity of culinary offers when compared to respondents from high uncertainty avoidance countries. In addition, repeat visitors and length of stay were positively correlated with both the number and range of culinary explorations, while first-time visitors and age were negatively correlated. The implications for managers is that visitors of different nationalities travel to destinations with different thresholds of tastes and uncertainty avoidance thresholds, and differences should be anticipated in terms of dining preferences and ranges of culinary experiences.     

Escaping the Jungle

ABSTRACT

One of the most challenging, but also most interesting, features of tourism and hospitality as an area of study is that there is considerable variability in the backgrounds and training of those who are involved in its management. In some commercial sectors there is a lengthy tradition of the use of marketing as an integral component of management practice, while in public management organisations, marketing concepts are either unknown or mistrusted. This lack of application of marketing is particularly apparent in the management of tourism to protected areas such as National and State Parks and forests. An ongoing challenge in this sector is to conduct research into visitors and how they choose and enjoy their nature based leisure experiences. This article will report on a project to improve the study and management of visitors to the Wet Tropics World Heritage Area in the North Eastern part of Australia. The study involved a travel lifestyle market segmentation of over 1200 visitors to the area based on travel interests, activities and desired rainforest based tourism experiences. The analysis identified four core types of rainforest visitor and these groups were compared and contrasted in terms of their service quality ratings and overall satisfaction. The article concludes with links to the management frameworks for this tourism destination and the value of different segmentation techniques     

Host community acceptance of foreign tourists: Strategic considerations

The reported empirical study assessed anticipated reactions to foreign visitors in an area being considered for a tourism development program. Although a generally high level of acceptance was predicted by the residents, over 11% of the 846 respondents anticipated negative reactions within their residential community. Analysis of the possible relationships between twelve demographic and socioeconomic characteristics of the respondents and their expectations concerning host community acceptance of tourists from foreign countries disclosed only one statistically significant relationship. Survey participants who reported living in urban areas assessed the community's probable reaction to foreign travellers most positively, while a movement away from urban centers was associated with more negative expectations.     

Issues Surrounding Asian Students Hospitality Management in Australia

ABSTRACT

Similar to many western nations, the education of international students by Australian universities has developed into a major industry. Since 1994, the number of international students studying for an Australian qualification has risen by 146% (IDP Education, 2001). The majority of these international students come from the traditional South East Asian countries of Singapore, Malaysia, Hong Kong and Indonesia mainly to study Business and Economics programs. Growth in international student demand is forecast to continue to rise with countries such as China demonstrating significant growth (IDP Education, 2001).

This paper attempts to present an analysis of the major issues surrounding the education of Asian students. While mention is made of the predictable problems that all international students face when studying in a foreign country, the focus of this paper concentrates on Asian students' learning approaches and styles and associated problems. This paper evaluates research conducted among all Asian students studying in Australia; however, the focus of this paper is those Asian students who are studying Hospitality and Tourism Management at undergraduate level.

The paper identifies both positive and negative images of Asian students and highlights several misperceptions regarding Asian students that are commonly held by western academics. Finally, the paper presents an overview of what strategies might be adopted by western academics in order to make Asian students' experiences at western universities more enjoyable and successful.     

Antecedents of augmented reality experiences: potential tourists to Shangri-La Potatso National Park,China

ABSTRACT

Smartphone technology has the potential to change the nature of a tourists’ experience in a protected area. A smartphone running an augmented reality (AR) app may contribute to the protection of national parks while enhancing a visitor’s experience. This paper examined potential visitors’ to Potatso National Park, Shangri- La, China, their preferences for seven such AR experiences and the effect of visitors’ acceptance of technology on the perceived value of visiting the park. An online questionnaire (n?=?323) identified results and provided insights for enhancement of national park experiences using AR.