Drivers and resources of customer co-creation: A scenario-based case in the restaurant industry

The aim of this study was to build and test a model that explores customer co-creation by integrating drivers and resources that promote customer co-creation. This study used a scenario-based survey that combines respondents’ personal experiences of dining at a full-service restaurant and their responses to the hypothetical scenario of the co-creation experience. The population of the study was restaurant customers in the United States who visited any full-service restaurant within the previous three months before the survey date. Using convenience sampling, respondents were recruited from the Amazon Mechanical Turk. A total of 501 responses were used for data analysis using a two-step approach of structural equation modeling. This study found that customers with a higher level of knowledge, self-efficacy, and motivation are more likely to participate in the co-creation experience. In addition, the results supported the role of the customer as a resource integrator during the co-creation experience.     

Unraveling the dynamic and contingency mechanism between service experience and customer engagement with luxury hotel brands

This study unravels the dynamic and contingency mechanism between service experience and customer engagement with luxury hotel brands by investigating a multi-step model linking these two variables, in which emotional attachment and relational quality constructs (i.e., brand satisfaction, brand trust, and brand commitment) act as a bridge, while customer involvement acts as a moderator. Based on a self-administered survey dataset of 249 international tourists who are customers of luxury hotel brands, partial least square structural equation modeling (PLS-SEM) is used to test the hypotheses. The results indicate that all proposed hypotheses are supported. As such, this study discovers and clarifies the nature and dynamic mechanism underpinning the co-creation and reciprocation process of customer engagement with luxury hotels. In particular, the positive service experience is found to contribute to customer engagement via emotional attachment and relational marketing. Furthermore, the moderating role of customer involvement in the luxury hotel setting is confirmed.     

Destination image as a mediator between perceived risks and revisit intention: A case of post-disaster Japan

Despite the significance of perceived travel risk and destination image, relatively few studies address the effect of perceived travel risks on the formation of destination image, and the mediating role of destination image. This study draws new insights by examining (1) the effects of perceived risks on destination image, and (2) the mediating role of destination image between perceived risks and revisit intention of repeat tourists to a risky destination. With perceived risk and destination image being empirically distinctive constructs, findings revealed that perceived socio-psychological and financial risks influenced both cognitive and affective destination images. Perceived physical risk did not have a significant influence on destination image, although it directly affected revisit intention. Additionally, destination image significantly mediated the relationships between two risks, namely, perceived socio-psychological and financial risks, and revisit intention. Several managerial implications concerning the management of risk perceptions and the promotion of risky destinations are discussed in this study.     

The role of perceived corporate social responsibility on providing healthful foods and nutrition information with health-consciousness as a moderator

As customers become more health conscious and governments create legislation requiring restaurants to provide nutrition information, the restaurant industry can no longer ignore demands for healthful eating environments. This study considers providing healthful food options and nutrition information as strategies for creating healthful eating environments at restaurants, and aims to develop a theoretical explanation of consumer reactions to such actions that incorporates perceived corporate social responsibility. Data were collected using a between-subjects experimental design with scenarios. The results show that customers perceive restaurants to be socially responsible when they are provided with healthful foods and nutrition information; highly health-conscious customers react more strongly to provision of healthful foods than their counterparts. Consequently, customers have favorable attitude toward and high willingness to visit restaurants providing healthful foods and nutrition information. Restaurateurs should consider taking such initiatives to entice more customers and develop a socially responsible image.     

The role of authenticity,experience quality,emotions, and satisfaction in a cultural heritage destination

ABSTRACT

Recent studies have shown the increasing importance of affective and subjective variables, such as experience quality, authenticity, and emotions in the formation of tourist satisfaction. This paper is a pioneer in jointly analysing the influence of authenticity in its double dimension, experience quality, and emotions variables on satisfaction in a cultural context. This study uses the structural equation modelling approach (Partial Least Square) and shows the direct and positive influence of objective and existential authenticity on the quality of the experience, as well as the direct and positive influence of the quality of experience on emotions. It is highly relevant to focus on both cognitive and affective dimensions of authenticity to improve the quality of the tourists’ experience. No previous studies in the literature examine the possible relationships between the different dimensions of authenticity on the quality of the experience and on emotions. The work reveals the importance of such variables in generating greater tourist satisfaction with the visited destination.     

The dining experience of Beijing Roast Duck: A comparative study of the Chinese and English online consumer reviews

Currently research investigating travel dining experience from a cross-cultural perspective was limited. This study aimed to compare the domestic Chinese and foreign English-speaking customers’ dining experience of Beijing Roast Duck, a specialty food representing the gastronomic identity of the local cuisine. By employing semantic network analysis of the online consumer reviews, the results identified three common dimensions perceived by both groups, including the food, the restaurant and the occasion for dining out, and the service encounter. However, the domestic and foreign customers differed in their orientation about the aspects of the service encounter that they cared about. They also showed substantial differences in their perception about value for money as well as the cultural and experiential nature of the meal. The study also attested to the utility of the semantic network analysis method to uncover the rich information contained in the vast user generated content online.     

Examining relationships among perceived benefit,tourist experience and satisfaction: the context of intelligent sharing bicycle

Intelligent sharing bicycle has been a new fashion in China and appeals to more and more tourists. To better understand the experience of tourists traveling on sharing bicycle, this study explored the influence of perceived benefit of sharing bicycle on different perceived experiences, including escape, entertainment, esthetic and educational experiences. The relationships between these experiences and perceived satisfaction were also tested. An effective questionnaire survey was conducted for 296 tourists in Chengdu, China. The results of the study show that perceived benefit significantly relates to all the four dimensions of experience. However, only entertainment and esthetic experience seem to affect tourist satisfaction in this context. The relationship among educational experience, escape experience and tourist satisfaction are insignificant. Theoretical and practical implications of the study results are discussed for further research.     

Travel risk dimensions,personal-related factors,and intention to visit a destination: a study of young educated German adults

The study examines travel risk dimensions and their relationships with tourist role, past visit experience, gender and intention to visit Thailand among young educated German adults. Using an online survey of 323 German university students, six dimensions of travel risk perception and their relationships with tourist role and past travel experience were revealed. Over-commercialisation risk was found to be the most concerned risk and produce different relationships with tourist role and travel experience from other types of risks. Although political risk was of least concern, it was confirmed as the only risk having a negative influence on travel intention.     

Assessing the asymmetric impact of interpretation environment service quality on museum visitor experience and post-visit behavioral intentions: a case study of the National Palace Museum

This paper examines the asymmetric positive–negative relationship between interpretation environment service quality, museum visitor experience, and post-visit behavioral intentions. The researchers collected 406 valid questionnaires from visitors to the main exhibit building in the National Palace Museum. Results suggest that the asymmetric effect differs depending on the attribute being examined. When visitors reported their perceptions of personal and sociocultural interpretation environment services, negative perceptions had a larger impact on museum visitor experience than positive perceptions. Moreover, results suggest that museum visitor experience functions as a mediator between perceptions of interpretation environment service quality and post-visit behavioral intentions.     

The role of information sources and image on the intention to visit a medical tourism destination: a cross-cultural analysis

This paper intends to analyze: 1) how information sources, eWOM, and image influence the intention to visit a medical tourism destination;2) the moderating role of culture and 3) cross-cultural differences based on Hofstede’s individualism and uncertainty avoidance. A total of 534 responses were collected using a panel of internet users from six different countries and data were analyzed using structural equation modeling and a series of t-tests. The results show that information sources influence cognitive impressions and in conjunction with overall image and medical cognitive image influence the intention to visit a medical tourism destination. Furthermore, individualism and uncertainty avoidance have a moderating effect among these variables and cross-cultural differences exist in the degree of importance given to information sources, eWOM, image perceptions, and intention.     

Spiritual retreat tourism development in the Asia Pacific region: investigating the impact of tourist satisfaction and intention to revisit: a Chiang Mai,Thailand case study

The aim of this research is to investigate how spiritual retreat tourism influences tourist satisfaction and intention to revisit a destination. A quantitative approach was employed and a self-administered survey was used to collect data. A multiple regression analysis was used to analyze data. The results revealed that push factors including novelty, relaxation, transcendence, self-esteem, physical appearance and escape influence spiritual retreat tourist satisfaction; while pull factors, especially authentic experiences, natural settings, peaceful atmosphere, far from the usual places and historical significance, influence spiritual retreat tourist satisfaction, in turn leading to intention to revisit the same destination.