Domestic tourism expenditures: The non-linear effects of length of stay and travel party size

The independent variables length of stay and travel party size are recurrent determinants of expenditures in micro level tourism studies. In most of this research it has been tacitly assumed that these variables have linear effects on tourism spending. This study, situated in a Norwegian setting, questions this approach by explicitly scrutinizing the possible non-linearities in the relationships between tourism expenditures on the one hand and length of stay and travel party size on the other. The empirical results suggest a positive but diminishing relationship between length of stay and tourism expenditures and a convex (i.e. U) relationship between travel party size and tourism expenditures. The study also considers how a number of other key independent variables affect tourism expenditures. Finally, some managerial and scholarly implications are discussed.     

Guest Satisfaction Barometer and Benchmarking

Abstract

An increasing number of companies use customer satisfaction data for improvement programs, strategic decision making, and compensation schemes. Typically, single companies carry out satisfaction measurement for their own purposes. As a consequence, results are not comparable with other companies. Thus, valuable information on competition is not available and benchmarking is not possible. Moreover, in order to use satisfaction data for decision-making, it should be measured continuously and systematically. In practice, however, many firms do not have the required resources or competencies to carry out these research activities on their own. As a result, there is a lack of reliable data. The implementation of a customer satisfaction barometer seems to be a promising approach. It facilitates competitive benchmarking and delivers valuable information for quality improvement. provide participating hotels with information on overall satisfaction, attribute satisfaction, price satisfaction, complaining behavior, loyalty, word-of-mouth, etc.; (3) to identify strengths and weaknesses, as well as improving opportunities; and (4) to provide participating hotels with data for competitive benchmarking. Thirty-seven hotels participated in the pilot phase and data from more than 3,500 guests were collected. In order to illustrate the ideas of the guest satisfaction barometer and the benefits for the participating hotels, the authors first describe the basic ideas and guiding principles of the barometer and report some empirical findings to demonstrate how benchmarks can be used to improve quality and satisfaction. The paper closes with a summary of the experiences and some recommendations for future applications.     

The perceived value of the rural tourism stay and its effect on rural tourist behaviour

Rural tourism (RT) constitutes a valuable tool for the sustainable development of rural areas. This paper explores issues of tourist motivation in RT and develops a specially tailored perceived value (PV) scale for the RT sector. Special attention is given to links between tourists’ motivations, perceived values, and the service and actions by RT providers leading to the sustainability of rural life, culture, economies and environment. Following a literature review, qualitative and quantitative surveys developed a 27-item scale, exploring both the functional and the affective components of the scale. Seven research hypotheses were then tested by quantitative survey work. It was proven that the activities undertaken by the rural enterprise leading to greater rural sustainability are reflected in the PV scale through higher levels of satisfaction and loyalty of the rural tourists. The results of the study reveal that the RT sector has specific characteristics that tourists greatly value and that other specialist tourist markets cannot offer, as highlighted in the contribution made by RT enterprises to rural sustainability. This knowledge can help tailor product development and destination design to suit specific demands and influence communication and promotional activities.     

Customers’ perceptions in value and food safety on customer satisfaction and loyalty in restaurant environments: moderating roles of gender and restaurant types

Using a valid sample of 334 restaurant diners, this study investigated the relative effects of perceived value and food safety on customer satisfaction and customer loyalty. The proposed model was consistent with other cognitive–attitudinal–behavioral frameworks. This study also explored how these two perceptions on customer satisfaction were different based on gender and restaurant type. We found support for all of the hypothesized relationships. Results from the structural equation modeling showed that customer satisfaction mediated the relationships between two antecedents and customer loyalty. Implications of the findings, limitations of the study, and recommendations for future research were discussed.     

A casino-induced satisfaction of needs: scale development and its relationship with casino customer loyalty

Based on Maslow’s hierarchy of needs theory, this study develops a five-factor casino-induced satisfaction-of-needs scale and examines its relationship with casino customer loyalty using Macau as a study context. The findings show that the respondents’ most visited casinos had only marginally met the respondents’ various inner needs; there is still ample room for Macau casinos to improve the level of their customers’ satisfaction regarding customers’ inner needs. Among the five types of inner needs, self-actualization appears to be one need that requires more attention than the others because it was rated as the need that was the least satisfied but contributed the second most to measuring satisfaction. Additionally, Macau casinos should continue their efforts to improve and maintain a safe and secure casino environment, coupled with providing a variety of quality foods and beverages, for their customers. Lastly, safety and security, self-actualization and physiological needs were found to positively affect casino customer loyalty.     

The formation of visitor behavioral intention to creative tourism: the role of push–Pull motivation

This study proposes and examines a behavioral intention to re-experience model consisting of experience quality, perceived value, satisfaction, and push–pull motivation factor as the determinants. For this purpose, self-administrated questionnaires were utilized to gather data from 369 participants of five creative tourism attractions in Indonesia. To examine the proposed model and hypotheses, partial least square modeling was applied. The results provide evidence that pull motivation impacts visitor behavioral intention to re-experience. It also demonstrates that push motivation impacts visitor behavioral intention to re-experience and is strengthened by experience quality and perceived value.     

滨海旅游目的地游客感知价值的影响因素研究——以广西北海银滩国家级旅游度假区为例

把握影响游客感知价值的关键因素,有助于促进旅游目的地竞争力的提升。以广西北海银滩国家级旅游度假区为研究区域,采用携程旅行网北海银滩游客网络评论资料作为研究样本,运用扎根理论方法构建包括5个主范畴和18个对应范畴的滨海游客感知价值影响因素模型,并运用复杂系统的决策实验和评估实验法（Decision making Trial and Evaluation Laboratory,DEMATEL）模型构建滨海游客感知价值影响因素的关系矩阵,识别影响滨海游客感知价值的关键因素。研究发现：资源和环境、管理和保护、设施和服务、情感和成本价值构成了滨海旅游目的地游客感知价值的重要维度,天气条件、海滩规模、海滩管理和保护、游客愉悦感、游客娱乐体验项目、旅游基础设施及服务是影响滨海旅游目的地游客感知价值的关键因素。据此提出促进我国滨海旅游目的地游客感知价值提升的相关建议。