Are tourists satisfied with the map at hand?

Tourist maps of a given destination offer information to tourists on its geographical environment and tourist sites of interest. This sort of information service is important for tourists unless they are very familiar with their destinations. This study mainly concerns with tourists' satisfaction with this geographical and touristic information service which has been neglected in the existing literature. The study, using Macau as a case, was designed to explore tourists' evaluation of tourist maps and the determining factors of the overall satisfaction, which were mainly involved in the content and design of tourist maps. The control variables including demographics and trip features were also examined. It was found that respondents were, in general, satisfied with the tourist map they used for sightseeing; however, their attitudes towards various elements of map content and design differed. These attitudes reflected by the data have implications for tourist map design and distribution in the future.     

Perception and attitude of Hong Kong hotel guest‐contact employees towards tourists from Mainland China

In recent years, the majority of arrivals to Hong Kong, which were once dominated by the Western and Japanese markets, were replaced by arrivals from Mainland China. The number of tourists from Mainland China has overtaken others to become the largest single market for the territory. With its increasing significance, providing quality service to these visitors becomes crucial to the success of the tourism industry and of the hotel industry in particular. Unfortunately, the satisfaction rating of the Mainland visitors on hotel services in Hong Kong is reported to be relatively low when compared to those given by other major markets. It is suspected that the perception and attitudes of the service staff may influence their behaviour in serving customers. As such, this study conducted a survey questionnaire with 228 guest‐contact employees of hotels in Hong Kong. Results indicate that most respondents have a fairly positive perception towards the Mainland tourists in relation to the economic and financial benefits that they bring to Hong Kong. However, a majority of the respondents express negative perception and attitudes towards these tourists in respect to their appearance, personalities and behaviour. Despite some respondents indicating that they exhibit different service behaviour towards visitors from Mainland China and other countries, no major significant differences in their perception and attitudes were found in this study. It is recommended that various types of cross‐cultural training, such as sensitivity training and role playing, would be helpful to guest‐contact employees in enhancing their ability to be more objective and more tolerant of other people's behaviour. This study concludes that hotel employees, especially those who work as front‐line staff, must remain aware of their subjective judgments when dealing with guests and be more accepting of others. Copyright © 2007 John Wiley & Sons, Ltd.     

Up in Smoke? The Impact of Smog on Risk Perception and Satisfaction of International Tourists in Beijing

This research explored the perceptions of on‐site international tourists towards the smog in Beijing. A scale measuring the degree of tourists' concern about smog conditions was developed. The links among smog concern, risk perception, trip satisfaction and destination loyalty were tested with a structural equation model. Direct relationships were found for the hypothesized effects of smog concern on risk perception and satisfaction. Further, the influence of risk perception on reducing satisfaction as well as the role of satisfaction in forming revisit intention (loyalty) was identified. The broad concerns of this study are applicable across all key Chinese tourism cities visited by international tourists. Copyright © 2015 John Wiley & Sons, Ltd.     

The influence of service performance and destination resources on consumer behaviour: a case study of mainland Chinese tourists to Kinmen

This paper draws upon the responses of 603 mainland Chinese tourists in Kinmen and attempts to understand their consumer behavior on the aspects of intentions, preferences, decision‐making process, satisfaction, and willingness to revisit. Variables such as service performance and destination resources that affect visitor's satisfaction are also tested. The findings reflect a ‘myth of mysteriousness’ of mainland Chinese visitors to the destination and suggest that it is essential for the market segmentation to participate in the tourism planning of Kinmen to develop an integrated policy for promotion and marketing, in order to enhance consumers' interest. In addition, this research has implications for tourism planning in Kinmen and provides references for other destinations striving for tourists from mainland China. Copyright © 2008 John Wiley & Sons, Ltd.     

The moderating role of past experience in the formation of a tourist destination's image and in tourists’ behavioural intentions

The aim of this work is to understand the moderating effects of tourists’ prior experiences of a given destination on the process of image formation (in both its cognitive and affective dimensions) for that destination and on the influence that the image – together with the tourist's satisfaction – has on their loyalty-driven behaviours as expressed in the intention to recommend. To achieve this aim, a sample of 512 tourists was used and a multi-group analysis performed, distinguishing between first-time and repeat visitors. The findings reveal that experience has a moderating effect on the formation of the cognitive image and on the influence of the tourist's satisfaction on the overall image of the tourist destination. These findings have significant management implications in the context of helping to create and appropriately manage the image of a tourist destination.     

An evaluation of satisfaction levels among Chinese tourists in Vietnam

This paper examines the extent to which Vietnam satisfies the various destination attributes sought by Chinese tourists. The research investigates a number of variables, including socio‐demographics and travel characteristics, and compares the importance that travellers attach to various destination attributes with their associated satisfaction with Vietnam's various tourism products. By investigating the relationship between importance and satisfaction from the perspective of Chinese tourists, the paper makes a contribution to the literature. The findings should provide Vietnamese service providers with insights into the perceptions and satisfaction levels of Chinese tourists. Copyright © 2009 John Wiley & Sons, Ltd.     

Tourist Word of Mouth and Revisit Intentions to Rural Tourism Destinations: a Case of North Dakota,USA

Destination managers in rural states, like North Dakota, understand the benefits of tourism and, thus, the importance of studying visitors' intentions. This study investigated visitors' perceptions of destination image, value and satisfaction and those variables’ relationship with future behaviors, with a specific focus on their intent to return and make recommendations to others. The results showed that destination image directly affects visitors' perception of value and revisit intentions, and it indirectly affects satisfaction and recommendation intentions. The results also demonstrate how tourism practitioners can apply past models to their destination. The overall findings support the concept that a positive image is important to attracting repeat visitors. Copyright © 2011 John Wiley & Sons, Ltd.     

The effect of service quality and satisfaction on destination attractiveness of sub-Saharan African countries: the case of Ghana

This paper examines the functional forms of service quality (SQ) and satisfaction in relation to destination attractiveness. It focuses on the varying influence of destination characteristics, customer economics, and demographic variables to explore how SQ might be used to improve value positioning and, therefore, potential attractiveness of Ghana as a destination choice for tourists. Using methods triangulation data collection protocol, the paper finds causal links between SQ and selected composites of destination attractiveness (destination attributes, support services, facilities, and people-related factors) in the degree to which they influence customer satisfaction and return-visit intentions. The paper contributes refreshing insights useful for segmentation marketing, tour planning, and product/service development. The implications are far-reaching when considered alongside the fact that Ghana is relatively a new entrant into the organised tourism marketing arena and has the consequent imperative to scale-up structural and human capabilities to compete effectively with the more established global competitors.     

An exploration of the effects of past experience and tourist involvement on destination loyalty formation

Gaining the loyalty of visitors is one of the main challenges of destinations. Previous studies generally agree that satisfaction is the key driver of tourist loyalty. However, it is necessary to conduct a more thorough study of destination loyalty formation by exploring the role of other variables as direct antecedents of loyalty and as moderators of the satisfaction–loyalty relationship. With this in mind, this study examines the influences of two variables that are especially relevant in the study of consumer behaviour in tourism: past experience and involvement. The results obtained from a sample of 807 tourists visiting a destination in Spain suggest that (1) satisfaction and past experience have a significant influence on loyalty; (2) it is necessary to separately consider the two dimensions of loyalty (i.e. the intention to return to a destination and the intention to recommend it) to understand loyalty formation; and (3) past experience is a quasi-moderator variable as it directly influences tourist loyalty and moderates the satisfaction–loyalty relationship. The findings of this research may help managers make decisions about market segmentation and guide the marketing efforts to gain loyal tourists.     

An experiment on the role of tourist attribution: Evidence from negative nature-based incidents

More so than previously, in recent years tourists have been exposed to unexpected adverse situations, such as political instability, caused by the destination. Many aspects of the destination experience do not involve service delivery and product consumption; thus, such an experience needs to be treated uniquely. Acknowledging that the effects of tourists’ inner psychological processes in this context are crucial, this study applies attribution theory to examine how tourists make sense of negative incidents caused by the destination’s natural incidents. The results show the crucial effects of globality attribution in predicting the levels of satisfaction.     

Towards a new approach of destination loyalty drivers: satisfaction,visit intensity and tourist motivations

This study explores the linear and non-linear effects of previous experiences in a tourist destination (satisfaction and visit intensity) on the intention to return and to make a positive recommendation to others. We also consider the external drivers or the appeal of the destination as well as individuals' internal drivers as moderating factors in intensity–loyalty and satisfaction–loyalty relations. The analysis conducted on a sample of 687 tourists in a UNESCO World Heritage Site in Spain supports a non-linear effect of satisfaction on the intention to return. Moreover, time intense and expenditure intense visits positively impact the intention to return when the motivation for the trip is internal, yet have a negative effect if tourist motives are external.     

Adventure tourist destination choice in Tanzania

It is said an adventure is an experience and experience is a part of expectations. Yet as adventure tourists expect unique experiences, certain ingredients of services (degree of satisfaction) affect their deeper needs to become attached to a place. Are such needs developed over time at a new destination? This paper suggests tourist behaviours and preferences towards destination choice change over time. The proposed model suggests that tourists’ expectations and motivation at early stages of planning affect satisfaction and level of perceived constraints, and these further predict place identity and dependence at the end of travel. As much as satisfaction arises from concrete services such as food and transportation services, constrained activities are expected to have a negativeconsequence on expectations and motivations. Since this paper is based on international adventure tourists, typically willing to take on calculated risks during their visits to Tanzania, we expect many of these hypothesised gaps to diminish as tourists become mature and aware of services offered at the destination. To test awareness and familiarity, we add different proxies for maturity (i.e. late stage of stay, repeat visitors and loyalty intentions) and awareness (i.e. tourists with escape motives) of services provided at the specific destination.     

Domestic tourism destination choices — a choice modelling analysis

Tourism destinations compete with each other to attract visitors. Although international tourism has received a lot of attention, domestic tourism remains the mainstay for many destinations. To inform the basis on which destinations compete, an understanding of the determinants of destination choices is required. In this paper, the discrete choice modelling method is applied to investigate the determining factors underlying the short‐break holiday destination choices of prospective tourists from Melbourne, Australia. The results from an estimated nested logit model indicate the relative importance of a number of destination and trip attributes and respondent characteristics. The model results are used to simulate the effects on destinations' market shares resulting from various changes in attributes and tourist characteristics. Copyright © 2003 John Wiley & Sons, Ltd.     

At‐destination visitor information search and venue decision strategies

Numerous studies have been conducted on consumers' information search prior to arrival at a destination. This study attempts to continue to fill a research gap focusing on travellers' information search behaviour for services not only before the trip but in transit to the destination and once at a destination. In particular, the research explores service‐related decisions before and during a trip, the sources of information utilised, which include locals residing at a destination, and how demographic and trip purpose characteristics influence decision‐making. Using the results of this study, practitioners and academics alike can design effective strategies for marketing to travellers. Copyright © 2007 John Wiley & Sons, Ltd.     

Big mountain,big name: globalised relations of risk in Himalayan mountaineering

The paper explores how visitors' perception of a destination's heritage management affects satisfaction with actual visits to the sites and overall perception of the destination's cultural image, using Macao as the case setting. The study will also look at how site visit satisfaction influences the intention to revisit and recommend to others. The findings indicated that perception of the quality of heritage interpretation was significantly associated with destination cultural image and site visit satisfaction. However, associations between site visit satisfaction and intention to revisit and recommend were weak. The findings also led to a discussion on whether the labels ‘cultural’ versus ‘non-cultural’ tourists remain stable over time.     

An investigation of service quality,customer satisfaction and loyalty in China's airline market

Customer loyalty is a source of competitive advantage and an important intangible asset to any organisations, but empirical evidence from China's airline market regarding the determinants of passenger satisfaction and loyalty is lacking. This paper investigates the service quality of four major airlines in China's domestic market and explores the links between their service quality and customer satisfaction, as well as the conditions under which airlines can retain existing passengers. In line with previous studies, service quality variables are significant factors influencing customer satisfaction levels. However, satisfactory service was not found to result in higher customer loyalty among business travellers. In comparison to Hainan Airlines, passengers who travelled with Air China, China Southern and China Eastern were more likely to switch to an alternate carrier, indicating lower levels of brand loyalty. In addition, the frequent flyer programs (FFPs) have been largely a failure for the four major airlines in terms of increasing customer loyalty, as revealed in this study. It is necessary to draw distinctions between business and leisure travellers when studying the determinants of customer satisfaction and customer loyalty. Ticket pricing had a positive and significant effect on passengers' overall satisfaction and in turn strengthened customer loyalty among leisure travellers, but achieved no impact on the satisfaction and loyalty of business passengers. Some demographic variables such as gender, income and education are statistically significant for one group of passengers but not for another in the probit models estimated. It is suggested that different marketing strategies may be used to target different market segments to improve customer loyalty.     

Mix between Satisfaction and Attributes Destination Choice: A Segmentation Criterion to Understand the Ski Resorts Consumers

This study examined the attributes prioritized by tourists when choosing a winter sports destination and their degree of satisfaction with the services provided by Portugal's only ski resort. Two hundred tourists completed a questionnaire with factor analysis then deployed to extract the data that served as the basis for cluster analysis. Our results report discrepancies between the attributes valued by tourists when choosing winter sports destinations and their degree of satisfaction with the ski resort's services. Moreover, the combination between attributes/motivations prevailing in destination selection and the subsequent satisfaction with the services provided may generate information of relevance to evaluating organizational competitiveness. Copyright © 2014 John Wiley & Sons, Ltd.     

Identifying Critical Brand Contact Elements of a Tourist Destination: Applications of Kano's Model and the Importance–satisfaction Model

A destination brand comprises brand elements that lead tourists to form a brand impression of a destination. Based on a literature review, this study contributes to a model for exploring tourist destination brand contact experiences. The results from applying Kano's model and the importance–satisfaction model to a specific hot spring destination indicate that four types of contact elements can be identified as having different quality attributes. The contact elements related to staff's service efficiency, attitude and willingness of serving customers are identified as the critical brand contact elements for the tourist destination. Copyright © 2011 John Wiley & Sons, Ltd.     

How Far does Overall Service Quality of a Destination Affect Customers' Post‐Purchase Behaviours?

In tourism management literature, there are numerous research papers focusing on the determinants of the customers' destination evaluations and how they affect each other. The chief variables to be examined in the literature have been customer satisfaction, perceived value, behavioural intention and service quality. In this study, the authors were inspired by the ‘indirect model’ by Cronin et al. (2000) and generated a conceptual model to determine the overall service quality of a destination and its effect on perceived value, customer satisfaction and behavioural intention by structural equation modelling technique. Copyright © 2011 John Wiley & Sons, Ltd.     

Tourist satisfaction with souvenir shopping: evidence from Indonesian domestic tourists

This study proposes new insight into theoretical concepts and evaluates the empirical evidence of tourist satisfaction with souvenir shopping experience and its relationship to tourist post-purchase behaviour. This study applies variance-based structural equation modelling by means of partial least squares with a sample of 192 domestic tourists in Bandung, Indonesia. The results suggest that tourist satisfaction with souvenir shopping experience is an important determinant of tourist perception on destination image and tourist loyalty toward a destination. Further, this study discloses that tourist satisfaction with store and collectability attributes are crucial factors in determining tourists’ satisfaction with souvenir shopping experience. These findings provide a better understanding for both scholars and managers of retail businesses in a tourist destination of tourist satisfaction with souvenir shopping experience and with the visit.