A theoretical framework of electronic word-of-mouth against the backdrop of social networking websites

This study proposed and tested a theoretical framework that explains electronic word-of-mouth (eWOM) against the backdrop of social networking websites (SNWs), which have gained substantial popularity among travelers. In particular, a United States (US) nationwide online survey was conducted and nine hypotheses were tested. The findings suggest that willingness to share knowledge and switching costs are positively related to eWOM communication. In addition, customer value (utilitarian) has positive relationships with willingness to share knowledge, perceived security, and switching cost, while customer value (hedonic) has positive relationships with willingness to share knowledge and switching costs. Last but not least, the findings indicate that perceived security does negatively impact eWOM. In light of the major findings, the article sets forth strategic implications for travel-related social networking websites.     

In search of lost leisure: the impact of caregiving on leisure travel

One of the fastest growing market segments of the tourism industry over the last two decades is made up of consumers 55 years of age and older. As we enter the new millennium, over 50 million of these “mature adults” will find themselves on the edge of retirement, equipped with the freedom and financial means to travel, but restricted by a loved one who may become ill or disabled. The purpose of this study was to explore the impact of caregiving on the leisure travel behaviors of family caregivers and their care-recipients. Qualitative data collection and analysis methods were employed. In addition to identifying impediments (physical, social, emotional) to pursuing or maintaining leisure travel for caregivers of older adults, the qualitative analysis yielded other emergent themes such as changes in patterns and types of leisure travel, entitlement, resentment, and anger. Implications and recommendations for researchers and practitioners are included.     

The lack of an expected relationship between travel cost and contingent value estimates of forest recreation value

Abstract

Using data obtained from visitors to forest campgrounds, travel cost models were developed. Bid functions and willingness‐to‐pay estimates of recreation value were derived from contingent value questions posed to campers. The willingness‐to‐pay responses were based on both photographic representations of forest scenes and on actual forest conditions at each campground. The photo‐based willingness‐to‐pay estimates were significantly correlated with scenic beauty rating estimates made for photo‐based scenes, but there was little correlation between these values and willingness‐to‐pay estimates for actual forest conditions, or estimates from travel cost models. Further, no correlation was found between travel cost estimates and contingent value estimates of the value of forest conditions on‐site. The findings raise questions about the validity and comparability of willingness‐to‐pay measures that are applied to particular types of forest recreation situations.     

The impact of perceived security and consumer innovativeness on e-loyalty in online travel shopping

ABSTRACT

This study investigates the impacts of perceived security and consumer innovativeness on online travel shopping. A survey questionnaire was used to collect data and a total of 283 questionnaires were used for data analysis. The mechanism of perceived security and consumer innovativeness was then identified. The study results indicate that: (1) higher perceived security increases the perception of website image and trust; (2) consumers with a higher level of innovativeness tend to trust travel websites; (3) website image has a mediating effect between perceived security and trust; and (4) trust has a mediating effect between website image and e-loyalty.     

Linking Website Interactivity to Consumer Behavioral Intention in an Online Travel Community: The Mediating Role of Utilitarian Value and Online Trust

Although prior studies have shown that perceived website interactivity plays an important role in positive behavioral intentions of online customers, the underlying psychological mechanisms remain unclear. Therefore, the purpose of this study was to examine the mediating role of utilitarian value and online trust in relationship between perceived website interactivity and repurchase intention in an online travel community. Data were collected from 227 customers who had purchased travel-related products on any online travel website within the past 12 months. The empirical results supported all study hypotheses. As predicted, utilitarian value and online trust fully mediate the relationship between perceived website interactivity and repurchase intention. Theoretical and practical implications are discussed.     

To be true or not to be true: authentic leadership and its effect on travel agents

This study examines authentic leadership and its impact on employees in the travel industry. Based on previous studies, the study proposes and tests a framework, in which four dimensions of authentic leadership influence two types of trust (supervisor trust and organizational trust), which in turn affect employee burnout. The data were collected by using a survey on travel agents in South Korea. The study finds that not all four dimensions of authentic leadership influence trust and that supervisor trust affects organizational trust. Trust is found to mediate the relationship between authentic leadership and employee burnout. The study offers theoretical implications and practical suggestions.     

Medical travel facilitator websites: An exploratory study of web page contents and services offered to the prospective medical tourist

The growing trend of traveling outside of one's country for medical services, commonly known as “medical tourism” is expected to continue to grow exponentially in the next ten years (Keckley, 2008). With multiple destinations from which to select, and available information representing this type of travel being of variable reliability, many prospective medical travelers turn to the use of a “medical tourism facilitator”, who perform a variety of trip coordination responsibilities for the medical traveler. These medical tourism facilitators, themselves a new phenomenon to support travel to various global regions, may operate within the traveler's home country or the destination region. This study explores the services offered on medical tourism facilitators' websites to the prospective traveler. Through the application of correspondence analysis, it was discovered that differences in both website content and in services offered varied by the continent upon which the facilitator operated. With little yet known as to the motivations of a medical traveler in the selection of a specific destination, these discovered differences may be a first insight into regional differences that may play a role in such destination selection.     

The use of eLearning strategies among travel agents in the United Kingdom,India and New Zealand

ABSTRACT

This study explores the use of eLearning courses created by destination management organizations for education and certification in the travel trade. Phone interviews were conducted with travel agents based in the United Kingdom, India and New Zealand to identify knowledge upgrade strategies with regard to tourism destinations. The study evaluates the rates of current usage and awareness of eLearning courses about tourism destinations among agents in the three countries.     

收获信任与温暖的新潮旅游群体——对沙发客的初步研究

源于欧美的沙发冲浪是一种新颖时尚的互助旅游方式。相比于传统的旅游模式,基于网络信任的沙发冲浪具有情感投入、体验充分、成本低廉等特点。借助ROST WordParser词频分析软件,通过对相关沙发客网站的文本内容进行分析,总结出沙发客旅游行为的50个高频词汇,并归纳为动机、感知、活动、交通方式、沙发城市、游玩地点等六大类目。研究发现,＂朋友＂和＂温暖＂在文本词汇中出现频率最高,结交朋友、扩展人脉是沙发客的主要旅游动机之一,受到热情接待、体会家庭温暖是沙发客的共同感知;＂联系＂、＂聊天＂、＂游览＂构成沙发客的基本活动;＂火车＂、＂搭车＂与＂公交＂组成交通方式的关键词汇;国际大都市＂上海＂、＂北京＂及风景如画的＂厦门＂、＂杭州＂成为热门目的地;＂景点＂、＂大学＂与＂公园＂是沙发客关注的游玩地点。     

The effect of travel purpose and self-image congruency on preference toward airline livery design and perceived service quality

This paper examines travelers’ preference for airline livery design, which is an important component of sensory experience for tourists. Based on surveys of both U.S. and South Korean respondents, this study finds that airline livery preference depends on travel purpose (i.e. business vs. vacation). Designs preferred by the two travel segments differ in terms of color tone, hue, line, and shape. Business traveler-preferred designs signal punctual, efficient, classy, and safe service; while vacation traveler-preferred designs elicit feelings of fun, friendly, and exotic service. It is also shown that travelers prefer airline livery that is congruent with their situational self-image, depending on the travel occasion at hand. In fact, self-image congruency of design is approximately half of the variance in airline livery preference. Finally, results show that self-image congruency also increases perceived service quality.     

The value of souvenirs: Endowment effect and religion

Souvenir purchases has emerged as an important area of research in tourism studies. We investigate tourists’ attachment to souvenirs based on religion, type, and place of purchase, and analyze the endowment effect. We asked 3325 Jewish and Christian tourists visiting Israel to estimate the price they would pay/accept for three types of souvenir: Jewish, Christian, and general souvenirs. Overall, we found an endowment effect toward most of the souvenirs. The results demonstrated that religion, type, and place of purchase affected the valuation of the items. The endowment effect was higher for the Jewish group than for their non-Jewish counterparts. These results demonstrate that tourists’ perceptions of souvenirs are shaped not only by their utility, but also by their meaningfulness.     

The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality

The current study provides and tests an integrated model that examines two relationship quality constructs (overall customer satisfaction, customer-company identification) as mediating variables between Chinese tourists' lodging service quality perceptions and two outcomes (repurchase intentions, subjective well-being). The results of a study with domestic Chinese hotel guests (n = 451) provide support for the proposed model. Specifically, the results indicate that overall customer satisfaction fully mediates the relationship between perceived service quality and repurchase intentions and subjective well-being, respectively. Customer-company identification partially mediates the relationship between perceived service quality and repurchase intentions and subjective wellbeing, respectively. We provide empirical validation that customers do, indeed, identify with hospitality providers, and this, in-turn, provides positive consequences for both the service provider (i.e., repurchase intentions) and the customer (i.e., subjective well-being). Managerial implications are provided, limitations noted, and future research directions suggested.     

The influence of website quality dimensions on e-purchasing behaviour and e-loyalty: a comparative study of Egyptian travel agents and hotels

Websites have become a channel for tourism enterprises to market and sell their services online. These enterprises are committed to improving their online services to retain customers and improving their competitiveness. This study aims to measure the effect of website quality dimensions on customer purchasing behaviour, and how this behaviour affects customer electronic (e)-loyalty. It compares the perceptions of 275 customers of travel agencies and 355 hotels using structural equation modelling. Findings revealed that website quality dimensions significantly affect the customer purchasing behaviour. The study highlighted the dimensions with a negative effect to help managers improve their website quality.     

CSR and customer loyalty: The roles of trust,customer identification with the company and satisfaction

Corporate social responsibility (CSR) has become a crucial construct in hospitality companies. One of the main reasons is due to the idea that CSR influence consumer loyalty. This paper presents a model of influence of CSR on hotel customer loyalty by simultaneously including trust, customer identification with the company and satisfaction as mediators by showing the direct and indirect effects among these constructs. In the proposed model, loyalty is indirectly affected by perceived CSR, via the mediation of trust, identification and satisfaction. Empirical testing using a survey of Spanish hotel consumers confirms most of our hypothesized effects except the effect of customer trust on customer identification with the company. Finally, managerial implications and limitations of our findings are discussed.     

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.     

The Influence of Tourist Experience on Perceived Value and Satisfaction with Temple Stays: The Experience Economy Theory

Temple stays are emerging global cultural attractions that provide tourists with unique experiences and influence perceptions of value and satisfaction. This study examines the influence of escape, entertainment, esthetic, and educational experiences on perceptions of functional and emotional values as well as tourist satisfaction with temple stays. The results of the study show that escape and entertainment experiences are important predictors of both functional and emotional values. Esthetic experience influences emotional value, whereas educational experience affects functional value. Both functional and emotional values influence tourist satisfaction. Theoretical and practical implications of the study results are discussed.     

南京熙南里历史文化街区体验价值增值路径分析

游客体验及其体验价值是历史文化街区旅游开发研究的重要内容之一。以小红书App分享的熙南里历史文化街区照片为研究数据,采用质性研究方法提取照片隐含的价值要素,并基于凝视心理活动分析框架构建游客体验价值的增值路径。研究表明：（1）熙南里历史文化街区的体验价值体现在功能价值、享乐价值和符号价值3个层级;（2）历史文化街区可以通过游览体验和视觉选择两条路径实现享乐价值和符号价值的增值,进而间接提升其功能价值;（3）节庆活动、文化演艺活动和娱乐体验活动的参与程度与享乐价值直接相关,符号价值则主要通过打卡和探店等行为提升社会声望价值,游客视觉选择的网红符号形象强于历史文化符号。基于此,研究从功能价值、享乐价值和符号价值三方面为历史文化街区提出具有普适性的提升策略。     

The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry

Retaining and cultivating customer loyalty has become increasingly important for coffee outlet marketers and operators due to the highly competitive environment. This study aims to develop and test a model investigating how relational benefits enhance perceived value to win customer loyalty. Using a self-administered questionnaire survey, 949 respondents from coffee outlets were used for this study. The findings show that relational benefits have direct effect on perceived value and customer loyalty. In addition, relational benefits also have indirect effect on loyalty via perceived value. Finally, perceived value positively influenced customer loyalty. The findings suggest that coffee outlet operators with a better understanding of their customers’ perceptions, and help them in developing competitive strategies that differentiate themselves from competitors and win customer loyalty in an aggressive market.     

The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea

According to the OECD's 2008 statistics (Seoul Finance Internet News, 2009), Korea was ranked number one in terms of the percentage of homes with Internet access, at 80.6% of the total population. The survey also reported that two-thirds of Koreans with access to the Internet at home are online shoppers. Many tourism companies now actively use Internet sites as a key marketing and sales vehicle for their products and services. To be successful, tourism e-commerce services must be trustworthy.     

The influence of self-congruity,perceived value,and satisfaction on destination loyalty: a case study of the Korean DMZ

Destination management organizations have increasingly recognized that destination loyalty provides a strategic competitive edge in tourism. In order to better understand the importance of heritage destinations, this study examined the roles of self-congruity, value perception, and travel satisfaction in the development of loyalty in the Korean demilitarized zone (DMZ) destination context. Data were collected among domestic tourists that had visited the DMZ with tour guides. Results identified that destination loyalty was positively affected by self-congruity and travel satisfaction; travel satisfaction was positively influenced by self-congruity and perceived value; and perceived value was positively influenced by self-congruity. Overall, these findings indicate that the interaction of self-congruity, perceived value, and travel satisfaction to the DMZ is essential in influencing visitors’ destination loyalty.