基于社区参与的乡村全域旅游开发实证研究——以南昌南矶乡为例

[目的]全域旅游发展理念的提出进一步丰富和提升了社区参与旅游发展的内涵,文章从全域旅游视角研究社区参与式乡村旅游的开发模式,以期为乡村全域旅游的发展提供参考与借鉴。[方法]通过实地考察和资料查阅法,了解南矶旅游开发及社区参与的现状,结合实证分析法,构建基于社区参与的南矶乡村全域旅游开发模式。[结果](1)目前南矶乡村旅游尚处于发展初期,当地居民对参与旅游发展的意愿比较强烈,但参与的水平与能力都较低,湿地资源作为当地社区福祉的根本同时也是主要的旅游吸引物,当地旅游开发应将社区作为核心利益群体;(2)提出政府、保护区、旅游发展协会、旅游企业和当地社区“五位一体”的社区参与式乡村全域旅游开发模式,并从旅游功能分区、旅游开发经营、产品开发、收益分配和环境保护等5个方面重点论述了该模式的实施途径,以形成以股份合作制为主、社区居民自发旅游和乡村旅游创客等多种旅游开发经营形式共同发展的格局,推出融湿地生态旅游和乡村旅游的产品体系。[结论]该文所构建的乡村全域旅游开发模式将社区参与作为一个实质性要素,强调区域资源有机整合、产业融合发展和社会共建共享,并兼顾旅游开发和生态保护,这将有利于全方位盘活社区资源和带动当地居民就业增收,实现旅游业与社区共生发展,因此这种开发模式比较适合于那些经济基础比较薄弱而旅游业尚处于发展初期且位于自然保护区及其周边的乡村地区进行旅游发展。     

A Bayesian examination of the relationship of internal and external touchpoints in the customer experience process across various service environments

Customer experience (CX) is an aggregate of consumer touch points that can be brand-owned (completely controlled by the firm), partner-owned (collectively controlled by the firm and one or more of its partners), customer-owned (where the firm or its partner cannot exert any control or influence) or represented by social/external touch points that account for the importance of the roles of others in the customer experience process. Although the concept of CX is widely used, not much has been examined about how external touch points impact customer perception of experience. Therefore, the main purpose of this study is to examine the role and impact of internal and external touchpoints as dimensions of customer experience and how CX can impact consumer word-of-mouth intention. Service outcome and peace of mind were used to represent internal experience touchpoints and peer to peer quality (PTP) was used to represent an external experience touchpoint. A total of 293 usable surveys were used for analysis using a Bayesian model developed for this study instead of the more traditional SEM approaches. Results showed that an external experience touchpoint has a similar impact to those of internal experience touchpoints in the experience process. CX was also found to have a strong effect on customer word of mouth intention. These findings make various contributions to the literature on CX, especially to research differentiating internal from external experience touchpoints. On the practical side, this study provides recommendations to retailers about how to manage an external touchpoint.     

Here Today,Gone Tomorrow? Mapping and modeling the pop-up retail customer journey

Pop-up retail and customer journey mapping are widely adopted in the retail industry, yet they have received modest coverage within academic literature to date. Through a qualitative field study of five marketplace-based pop-ups (MBPUs), this research defines and identifies differences and similarities between marketplace-based pop-ups (MBPUs) and brand-based pop-ups (BBPUs), seeks to understand how marketplace-based pop-ups fit within the customer journey and experience, and explores how touchpoint ownership and influence illuminates the understanding of the marketplace-based pop-up customer journey. Further, this research extends an existing conceptual customer journey framework to visually map and model the purchase stages, touchpoint categories and types of marketplace-based pop-up customer journeys. As a result, this research presents and discusses three emerging themes (here today gone tomorrow; high-touch low-tech; and ownership and influence) to further the understanding of MBPUs. Pop-ups are more than a single encounter; they are a complex customer journey process, whereby the customer travels through pre-purchase, purchase and post-purchase stages, and across multiple touchpoints.     

Bridging the valuescape with digital technology: A mixed methods study on customers’ value creation process in the physical retail space

This mixed methods study investigated how value is created in the physical retail space and how the customer experience is influenced by digital technology. A cross-sectional survey, with both qualitative and quantitative components, was distributed across a heterogeneous sample of 832 customers. The results revealed an overarching model comprised of three interrelated clusters: customer, service provider, and digital technology. We propose that this model can be understood as a valuescape, where customers' specific goals, needs, and desires drive them to interact and co-create value with service providers in the physical retail space, with digital technology either enhancing or disrupting this value co-creation process. The results also show that the importance of aligning digital solutions with customers’ drives increases at the same pace as reliance on technology. The findings offer guidelines on how to utilize digitalization to leverage customer experiences and thus strengthen the attractiveness of physical retail spaces.     

Visitors’ pro-environmental behavior and the underlying motivations for natural environment: Merging dual concern theory and attachment theory

As nature-based tourism has recognized the seriousness of environmental issues, tourists’ pro-environmental behaviors have gained the attention of scholars and practitioners. However, previous empirical studies have not considered motivational factors and destination-related constructs within the tourism context. With the data collected from nature-based tourists, the findings of this study reveal the significant association between personal values and motivations and the significant impact of anticipated positive affect on pro-environmental behavior among nature-based tourists. Also, the findings address that the impact of empathetic concern on pro-environmental behavior is moderated by a level of place attachment to a nature-based destination.     

Engaging and retaining customers with AI and employee service

Artificial intelligence (AI) permeates in service organisations as a tool to enhance operational efficiency and improve customer experience. Reports show that most consumers prefer human interactions with service employees. Drawing on this observation, the current study examines how customers' service experiences with employees and AI influence customer engagement and loyalty. Customers’ emotional intelligence is proposed as a moderator between service experience and customer engagement. The study was conducted with hotel customers in Australia. The results show that whilst both service experience with employees and AI are significantly related to customer engagement and loyalty, only certain dimensions make significant unique variances in the outcome variables. The findings indicate that customers prefer employee service. These service experiences also have significant partial mediation effects on customer loyalty. Emotional intelligence has a significant moderation effect on customer engagement. Discussion of these findings and implications derived from this study concludes this paper.     

Non-immersive virtual reality technologies in real estate: How customer experience drives attitudes toward properties and the service provider

Although previous research has highlighted that virtual reality (VR) technologies can enhance customer experience, the efficacy of VR technologies in real estate remains unclear. Therefore, this study examines the effects of offering consumers a non-immersive VR experience via a widely available technology, that allows them to view real estate products. Participants accessed the website of a real estate agency that presented apartments through either static photos or interactive 360° visits. The latter condition was associated with better “visiting” experiences and more positive attitudes toward both the products and the agency. This study highlights the advantages of such technologies in enhancing customer experience and attitudes, particularly in the highly competitive real estate industry.     

Pillars of sustainable food experiences in the luxury gastronomy sector: A qualitative exploration of Michelin-starred chefs’ motivations

Based on a qualitative exploratory study that combined three sources of qualitative data: interviews, archival data, and observational notes this research aims to explore the dimensions of sustainable food experiences offered in the luxury gastronomic industry. Our research indicates two critical findings. First, chefs’ definition of sustainable luxury food experiences should encompass both functional (e.g., sustainable and healthy food, eco-friendly practices) and experiential (e.g., sensory, creativity, pleasure, aesthetics) aspects. Second, Michelin-starred chefs’ motivations to adopt and promote sustainability incorporate, in addition to extrinsic factors (Planet and people), intrinsic factors (plate, pleasure, and place) not addressed previously in the literature. Our study enriches the literature on sustainable hospitality overall, and in particular in luxury restaurants by considering an emic perspective centered on the way the principal actors (chefs) define and implement sustainability in a new service and hospitality sector: the luxury gastronomy sector.