Event satisfaction,leisure involvement and life satisfaction at a walking event: the mediating role of life domain satisfaction

Given the rising popularity of mass-participant sport, such as walking and running events, research has started to address whether these types of events could promote life satisfaction for participants. Nevertheless, the theoretical link between event participation and life satisfaction has not been fully elaborated. Using bottom-up theory of life satisfaction, this study examined the role of event satisfaction and the three facets of leisure involvement – attraction, centrality and self-expression – in people’s life domain satisfaction and life satisfaction. Participants (N = 236) were recruited from a walking event held in western Japan. The results of the study revealed that event satisfaction had positive, indirect effects on life satisfaction through satisfaction with family life and personal achievement. Attraction in walking also had positive, indirect effects on life satisfaction through satisfaction with family life, personal achievement and social life. In contrast, centrality and self-expression in walking were not associated with satisfaction with any life domains and life satisfaction. Findings from this study highlight the importance of life domain satisfaction in the relationship between event satisfaction, leisure involvement and life satisfaction. These findings also suggest that walking events can promote life satisfaction by providing the enjoyment of walking as physically active leisure.     

Service quality and its effect on customer satisfaction and customer behavioral intentions: hotel and ryokan guests in Japan

This study analyzes the effect of service quality on customer satisfaction and customer behavioral intentions at hotels and ryokan (traditional Japanese inns). In this empirical research, questionnaires were sent to guests at seven sites: three hotels and four ryokan. Service quality, as perceived by guests, affected customer satisfaction and customer behavioral intention. Results from this empirical study show strong evidence of service quality as perceived by guests being influenced by the type of accommodation. Also, among service quality factors, “physical aspect” had the most powerful impact on customer satisfaction and customer behavioral intention. “Creativeness” ranked second, followed by “unexpected service” and “encounter performance”. The prominence of physical aspects probably reflects the distinctiveness of the service of offering a one-night stay. However, as a certain level of physical facilities is taken for granted at lodging facilities above a certain price, “creativeness”, the second most powerful factor, becomes decisively important.     

Corporate social responsibility and employee attitudes: evidence from a study of Polish hotel employees

This study, based on data collected from low-ranking employees working in Polish hotels, tests a research model that investigates whether there are links between corporate social responsibility (CSR), operationalized as “self-related” CSR experiences and “others-related” CSR experiences, and job satisfaction and organizational commitment, and between both attitudes and work engagement. Structural equation modelling was used to assess these relationships, using a 20 point questionnaire answered by 412 respondents. The results indicate that “others-related” CSR experiences are positively associated with satisfaction and commitment, while “self-related” CSR experiences with the latter variable. Likewise, organizational commitment, unlike job satisfaction, was linked to work engagement. However, contrary to our a priori assumptions and prior research, it turned out that job satisfaction was not a predictor of commitment. The paper discusses theoretical and practical implications of the findings. The study's most important practical implication is that Polish hotel employees attach weight to responsible behaviour: the hotel industry should perceive CSR in terms of strategic significance. Companies that want a committed and engaged workforce – and, by extension, to enhance their competitiveness – should embrace CSR. The paper concludes by highlighting its limitations and suggesting future research avenues.     

Basic psychological need satisfaction and affect within the leisure sphere

Research on leisure and well-being in non-Western contexts is rare. Our study addresses this issue by investigating whether satisfaction of three basic psychological needs – autonomy, competence and/or relatedness – influences four types of affective well-being – high-arousal positive (HAP) affect, low-arousal positive (LAP) affect, high-arousal negative (HAN) affect and/or low-arousal negative (LAN) affect – within the leisure sphere. Telephone survey data were collected from 583 Hong Kong Chinese employees. Structural equation modelling indicated that (1) autonomy, competence and relatedness need satisfaction were all significantly and positively correlated with HAP affect; (2) autonomy need satisfaction alone was significantly and positively related with LAP affect; and (3) autonomy need satisfaction alone was significantly and negatively associated with both LAN and HAN affects. Taken together, these results suggest that fulfilment of basic psychological needs, especially the need for autonomy, contributes to people’s overall affective well-being, within the leisure sphere. We discuss our findings in terms of two frameworks: basic psychological needs theory and the DRAMMA leisure model. We also explicate the practical implications of our study and provide future research recommendations.     

Pilgrims and votives at war memorials: a vow to remember

Votive deposition is an ancient practice, forming a key component of pilgrimage, which manifests an agreement between a pilgrim and a deity. At war memorials, tourists deposit votives such as wreaths, ‘from home’, to the dead for their sacrifice. These acts help to maintain social memories of war. Observations at memorials in the UK, France and Belgium identified ritualization of votive form and statistical analysis confirmed that memorial design influenced their placement. Deposition was associated with connections between the dead and their nation, family and community. Personal relationships were associated with variation in votive form, but not in placement. The study proposes a Model of votive deposition comprising the pilgrim, site, votive and the dead, in fulfillment of a vow.     

Determinants of dining satisfaction and post-dining behavioral intentions

The purpose of this research is to empirically investigate the determinants and consequences of dining satisfaction with restaurant services. A total of 338 undergraduate business students participated in this research. Results reveal that there exist three sources of customers’ satisfaction with restaurant services: positive emotions, perceived service quality and negative emotions. Positive emotions have more impact on customers’ satisfaction than negative emotions. In addition, emotions mediate the impact of perceived service quality on dining satisfaction. Finally, satisfaction has a significant impact on recommendation, customer loyalty and willingness to pay more.     

Examining Relationships among Expo Experiences,Service Quality,Satisfaction, and the Effect of the Expo: The Case of the Expo 2012 Yeosu Korea

The enduring legacy of a mega-event can be the unique opportunities it provides for visitors. Thus, focusing on the visitors’ experiences should be a priority for the tourism industry. Festivals and mega-events are typical experiential products that provide high-quality experiences in the field of tourism. This study examines Pine and Gilmore's concept of the experience economy in the context of a mega-event. Specifically, the relationships among Expo experience, quality, satisfaction, and the effect of the Expo 2012 Yeosu Korea are examined. This study empirically tests whether the Expo experience and Expo quality influence visitor satisfaction. It also investigates whether visitor satisfaction influences the effect of the Expo. A self-administered survey was conducted for visitors (N?=?377) of the Expo. The results of testing Pine and Gilmore's concept of the experience economy reveal that among four dimensions, esthetic experience followed by entertainment experience were the most important experiences influencing visitor satisfaction. The results also show that the effect of the Yeosu Expo was determined by Expo satisfaction. However, the findings indicate that educational and escape experiences were not closely related to satisfaction for Expo visitors.     

A Himalayan triptych: narratives of traders,pilgrims and resistance in a landscape of movements

ABSTRACT

For centuries, if not millennia, the north–south valley systems of Nepal’s Himalayas have acted as a capillary network for communication, exchange, veneration, discriminating cultural difference and measuring out (early-)state power. One valley, in particular, the Kali Gandaki in Mustang, is a palimpsest overlaid with complex socialized and politicized movement. Drawing on the work of those affiliated with post-phenomenological thinking and using a mix of archaeological, archival and ethnographic data, this article disentangles and narrates five travels that emanate from this linear trail: the pilgrim, the salt trader, the resistance fighter, the explorer and the trekker. We start with the Buddhist pilgrim visiting the 2000-year-old Muktinath temple complex, for whom the route is a spiritual path. With each new vista unfolds a landscape of miracles and magic, the dusty road itself a medium for acquisition in the mysterious economy of merit. We then turn to the caravan traders who have plied their wares between gusty mountain passes and lowland jungle, exchanging Tibetan salt for Indian grains in a tradition of centuries. For them the trail is an exercise in risk management: when to move to fix the best price, navigating precipitous tracks, calculating how many animals to sell or to keep. Later this trade route would become a frontier zone when, in 1950, the Chinese People’s Liberation Army invaded Tibet. In the decades that followed, a Tibetan guerilla-fighting unit led by a former monk, Bapa Yeshe, mounted assaults from Mustang over the border into Tibet before ultimately being abandoned by their American Central Intelligence Agency supporters. Theirs was a receding trail, looking out over a dissolving field of cultural memories, their movement a heaving final resistance against a red tide of Mao’s intruders. Then there are the explorers – or nomadic cultural collectors – for whom the Annapurnas are a cornucopia of novelty. Each dusty step for them is further penetration into a landscape of alterity from which pieces of the other can be added to the collector’s satchel. Finally, we come to present-day trekkers, who dream of pristine nature and for whom the trail leads to escape, clarity of mind, the past or the edge of security. As they retrace the same routes and pathways to which of these historical narratives, if any, do they bear witness?     

Tourism's role in urban regeneration: examining the impact of environmental cues on emotion,satisfaction, loyalty,and support for Seoul's revitalized Cheonggyecheon stream district

This study explores the use of sustainable tourism as a tool for the regeneration and “greening” of urban areas. It is based on evidence from the revitalization of the Cheonggyecheon stream district in downtown Seoul, a process that emphasized nature conservation and recreational opportunities. The purpose of this study is to examine the impact of environmental cues on emotion, satisfaction, loyalty, and support for the revitalized Cheonggyecheon stream district by applying a stimulus–organism–response framework. We conducted an on-site survey on visitors to Cheonggyecheon during November 2010. The results indicated that environmental cues from the revitalization arouse positive emotions that lead to visitor satisfaction and loyalty, which, in turn, bring about strong support for the stream and further tourism development. Structure and ambiance affected both positive emotion and satisfaction. Visitors appreciated not only nature, but also man-made facilities (e.g. culture center, artificial waterfall, fountain, artwork, stepping stones, lighting, signage, and nightly laser show) that aroused positive emotion and satisfaction. A strong case is made for long-term and holistic planning to maintain the natural and man-made surroundings of Cheonggyecheon in order for it to remain popular with visitors and residents. Discussions and implications are drawn from the findings.     

The Relationships of On-Site Film-Tourism Experiences,Satisfaction, and Behavioral Intentions: The Case of Asian Audience's Responses to a Korean Historical TV Drama

Despite the growing interest in film-tourism research, little research has explored the extent to which on-site film-tourism experiences influence tourist satisfaction and post-visit behavioral intentions. Within the context of Asian audience's responses to a Korean historical TV drama, Daejanggeum, this article adopted a structured quantitative survey instrument. Exploratory factor analysis identified three salient dimensions to represent the on-site film-tourism experiences: Novelty and Prestige, Beyond Screen Experience and Re-enactment, and Intimacy and Memory. The on-site film-tourism experiences had a significant influence on satisfaction, re-visit intention, and intention to recommend. Novelty and Prestige had the strongest direct effect on satisfaction and intention to recommend, whereas Intimacy and Memory was the main vehicle to influence film tourists' re-visit intention.     

Tourists’ perceptions of crowding,attractiveness, and satisfaction: a second-order structural model

Drawing on theories of stimulus overload and social interference, this study proposes a multidimensional way to measure tourists’ perceptions of crowding. Three dimensions of crowding are discussed: neutral, personal, and social. A second-order structural equation model is used to analyze the relationships among crowding perceptions, destination attractiveness, and satisfaction by surveying tourists at Mount Sanqingshan National Park (n?=?424). The results of a covariance-based SEM show that tourists’ perception of crowding (TPC) has negative effects on reported attractiveness of the destination. However, TPC dose not directly affects their satisfaction. Results of this study refine the multidimensional connotation of TPC and provide another dimension to evaluate the quality of tourists’ experiences apart from the universal construct of satisfaction. The paper then goes on to discuss the importance of managing TPC.     

The Importance of Hotel Attributes in Contributing to Travelers' Satisfaction in the Hong Kong Hotel Industry

Abstract

This study surveyed 402 international travelers to explore their satisfaction levels towards service and facility quality in three Hong Kong hotel market segments, High-Tariff A, High-Tariff B and Medium Tariff. Six perception dimensions were extracted from 33 hotel attributes by a factor analysis. All six dimensions had a significant impact on the overall satisfaction of travelers with service quality and facilities in the three Hong Kong hotel market segments. Quality of Staff Performance was the most influential factor followed by Quality of Room Facilities, Value for Money, Variety and Efficient Services, Business Related Services, and Safety and Security respectively. It was found that travelers had the lowest satisfaction level towards the Medium-Tariff hotel segment. By identifying the most influential hotel dimension in influencing travelers' satisfaction levels, hoteliers will be in an advantageous position to formulate tactics to meet the changing needs and expectations of travelers. Implementing human resources training that emphasizes the fact that service quality is part of each employee's job should have a significant impact on guest re-purchase intention. The importance of value segmentation cannot be overlooked by hoteliers. Travelers will continue to expect hotels to provide more value-for-money services and facilities and they are expected to shift their purchasing decision to an economic value basis.     

Satisfaction of Tourists with Public Transport: An Empirical Investigation in Dubai

Availability and suitability of public transport enhances the perceived attractiveness of a destination for tourists. Since few studies have investigated how public transport influenced the tourist experience, this study developed and empirically examined a parsimonious conceptual model of satisfaction for tourists using public transport services, with quality and value postulated to influence value, which in turn influenced satisfaction. Using data collected from a judgmental sample of 169 tourists using the Dubai metro, confirmatory factor analysis was used to develop unidimensional and valid measures, after which the study hypotheses were tested using structural equation modeling. Reputation (gamma = 0.99, p < 0.01) was found to influence satisfaction via value, while quality was unexpectedly not found to be a driver for value. Various theoretical and managerial implications are discussed.     

Image,satisfaction, destination and product post-visit behaviours: How do they relate in emerging destinations?

This study proposes a conceptual model that sheds light on how the destination image of emerging tourist destinations relates to tourism satisfaction and intention to subsequently recommend the place and purchase its products. Destination image is studied through three components – cognitive, affective, and unique. Unique image has been overlooked in previous research and few studies focus on its measurement. This study uses a new method of measuring it through text-mining of user-generated blog posts. Findings from a sample of 314 foreign visitors to Sofia, Bulgaria, reveal that the affective image influences tourist satisfaction and post-visit behaviour; the cognitive component has a significant effect on all the constructs, except for tourist satisfaction, whereas unique image only influences the intention to recommend and purchase destination country products. Joining together two streams of research, this study also argues that the intention to recommend a destination spot influences the intention to buy its products.     

Foreign travelers’ satisfaction with traditional Korean restaurants

Despite the tourism growth in Korea, foreign travelers remain dissatisfied with Korean restaurants. Accordingly, this research investigates the factors influencing foreign travelers’ satisfaction with traditional Korean restaurants. Using a modified SERVQUAL scale, three dimensions of service quality (‘intangibles’, ‘tangibles’, and ‘food’) as well as expectation and value for money appear to positively influence foreign travelers’ satisfaction with traditional Korean restaurants. In turn, foreign travelers’ satisfaction has a positive influence on both their intention to revisit and their intention to recommend. The results of this study are useful to help restaurants develop strategies to strengthen foreign travelers’ satisfaction with their experience at traditional Korean restaurants.     

How do authenticity and quality perceptions affect dining experiences and recommendations of food trucks? The moderating role of perceived risk

A growing number of food trucks differentiate themselves in the competitive market by serving ethnic foods. The purpose of the study was to investigate the effect of customers’ authenticity and quality perceptions of ethnic food trucks on their memorable dining experience (MDE) and, consequently, word of mouth (WOM) while considering customers’ perceived risk. Data were collected from 540 customers who had dined at ethnic food trucks in the U.S. Structural equation modeling and hierarchical regression were employed to test the proposed hypotheses. The results indicated that authenticity perceptions influence quality perceptions and dining satisfaction directly, and MDE indirectly through dining satisfaction. Moreover, dining satisfaction affects WOM directly as well as indirectly through MDE. Among the three dimensions of perceived risk, hygienic risk mitigates both of the relationships between authenticity perceptions and dining satisfaction as well as between quality perceptions and dining satisfaction. Implications and suggestions for future research were discussed.     

Influence of Hotel Information System Quality on System Use and User Satisfaction

ABSTRACT

By applying DeLone and McLean's Updated D&M IS Success Model, this study seeks to understand the influence of information system quality on the intention to use the system and user satisfaction within the context of HIS. Data used for the study were obtained from a survey that focuses on hotel employees' evaluation of HIS quality and their intention to use and satisfaction with the system. The results indicate that information system success measures can be meaningfully explained by HIS quality. Service quality that often represents support from information service providers within an organization, among the three aspects of HIS quality considered, has a significant positive influence on users' intention to use HIS and their satisfaction with the system, given the consideration of users' demographic characteristics, career, and the level of work reliance on HIS. Practical and theoretical insights of the findings are addressed.     

The role of wellness spa tourism performance in building destination loyalty: the case of Thailand

ABSTRACT

Despite the considerable growth of the wellness spa tourism market, little research has examined the intricate procedure involved in travelers’ loyalty toward Thailand as a wellness spa tourism destination. This research aimed to explore such loyalty formation by investigating the relationships among performances of wellness spa tourism in Thailand, affective experiences, and overall satisfaction. A field survey methodology was used for data collection. Findings of the structural analysis revealed that product performances, affective experiences, and satisfaction were in general significantly associated, and that these variables contributed to a satisfactory prediction for destination loyalty. In addition, the adequacy of the second-order structure of the performances of Thai wellness spa tourism was demonstrated. Moreover, the relative effectiveness of satisfaction in building loyalty was identified. Both affective experiences and satisfaction were also found to have a significant mediating impact. Implications for destination researchers and practitioners are discussed.     

Attendees’ needs and service priorities in a large convention center: Application of the importance–performance theory

The study identified attendees’ needs and service priorities when attending an exhibition at a large convention center. Data was collected using self-administered questionnaires from 566 subjects attending five different exhibitions. The results indicated that overall cleanliness of the convention center, a well-maintained facility, and helpfulness of guest services personnel were top priorities for attendees regarding the convention center's facility services. Attendees also attributed high importance to the following features of the convention facility: directional signage within the convention center, availability of high quality lodging near the convention center, sufficient restrooms throughout the facility, and ability to get cell phone signal. Furthermore, statistically significant differences were found between the level of importance and performance of the majority of the facility services and features of the convention center. Implications for decision makers regarding these importance–performance gaps are discussed.     

The Impact of Employee Training on Job Satisfaction and Intention to Stay in the Hotel Industry

ABSTRACT

Training has been found to link with improving job satisfaction and employee intention to stay. The purposes of this research were to investigate the expectations and perceptions of training quality between hotel managers and employees, and to suggest implications for improving training quality and increasing training satisfaction, job satisfaction, and intention to stay among employees in the hotel industry. The conceptual model of this study was developed based on SERVQUAL and the ServiceProfit Chain model. T-test showed that employees perceived low training quality, which suggested employees were not satisfied with training quality and that training quality needed improvement. Results of regression analysis showed that training was positively related to training satisfaction and job satisfaction. Job satisfaction led positively to intention to stay. The indirect effect of training quality on intention to stay was mediated by job satisfaction. This study suggests more understanding of the importance of training quality and its consequences, and to pay more attention to employee training.