An examination of the differences in retail service evaluation between domestic and tourist shoppers in Hong Kong

In recent years, the concept of customer perceived value has attracted increasing attention among practitioners and academics. Despite a growing body of literature, calls remain for more sophisticated measures of the construct. This paper investigates an expanded scale of customer perceived value among two shopper groups and its resulting impact on retail performance. Findings reveal distinct differences in the drivers of customer perceived value between local and tourist shoppers in Hong Kong. Results offer significant implications for retailers and future research in this strategically important area.     

Dimentions of tourist satisfaction with a destination area

Pizam, Abraham, Yoram Neumann, and Arie Reichel.. “Dimensions of Tourist Satisfaction with a Destination Area,” Annals of Tourism Research, Vol. V, No. 3, July/September 1978, pp. 314–322. This paper empirically identifies eight factors of tourist satisfaction with Cape Cod, Massachusetts (USA) as a tourist destination area; and it suggests the means to measure them. By using a factor-analytic approach based on data obtained from a survey of 685 vacationing tourist, the following factors of tourist satisfaction were derived: beach oppurtunities, cost, hospitality, eating and drinking facilities, accommodation facilities, environment, and extent of commercialization.     

Domestic tourists to Elmina Castle,Ghana: motivation,tourism impacts,place attachment,and satisfaction

Abstract

Current research on dark tourism lacks an in-depth investigation of the relationships between the various psychological factors that influence tourist satisfaction. Using the cognitive-affective-behavior system, this paper evaluates a theoretical model that postulates relationships between four constructs, namely: motivation, perceptions of tourism impacts, place attachment, and satisfaction. The study extends the tourism literature on cultural sustainability by showing the psychological connections of domestic tourists to a dark heritage site, and the implications for perceptions of tourism impacts on this heritage. Based on a sample of 414 domestic tourists at a dark heritage site in Elmina, Ghana, PLS-SEM confirmed several inter-relationships among the four constructs. Motivation had a positive relationship with perceptions of positive and negative tourism impacts, suggesting that the tourists who were more motivated to visit the site for cultural/learning experiences were also more inclined to perceive both positive and negative tourism impacts. Implications for dark tourism and how heritage site management can influence tourists’ perceptions of impacts are offered.     

Motives for a secular pilgrimage to the Gallipoli battlefields

Pilgrimage is a journey to a non-substitutable site embodying the highly valued, the deeply meaningful, or a source of core identity for the traveller. Secular pilgrimage is an important yet under-researched sector of the tourism industry. Where the motives for religious pilgrimage are well documented, little is known of the motives for secular pilgrimages. This paper presents the results of an empirical investigation of one case of secular pilgrimage, the journey of Australians and New Zealanders to the Gallipoli battlefields in Turkey. Five distinct motives for visits to the pilgrimage site are identified – spiritual, nationalistic, family pilgrimage, friendship and travel motives – and differences in their importance noted across seven visitor groups. These motives share some commonality with the motives for religious pilgrimage, and conversely, with the motives for leisure tourism; yet, other motives are unique to the secular pilgrimage. Suggestions for future research on secular pilgrimage are provided.     

The joint effect of consumer and service providers’ culture on online service evaluations: A response surface analysis

National culture exerts substantial influence on consumers' expectations, satisfaction, and evaluations. Despite that, within a service-based context, two cultures are met, that of the customer and that of the service provider, the existing literature systematically explores the effect of customer culture in isolation neglecting the impact of the provider's culture or their joint effect. We fill this gap by considering the concomitant effect of customer and provider cultural factors on passenger evaluations of airline carriers using a large dataset of reviews that covers the majority of countries. Employing a response surface methodology, our study provides significant advantages over methods based on cultural distance scores in revealing more complex non-linear relationships. This multi-dimensional approach provides new insights for assessing the impact of national culture on customers' service perceptions and evaluations, thus bringing significant implications for researchers and service providers.     

Can gamification improve the virtual reality tourism experience? Analyzing the mediating role of tourism fatigue

Although virtual reality (VR) technology has been increasingly applied in the tourism industry, improving the VR experience of tourists remains a challenge. Based on two studies, this paper examines how gamification can improve the VR tourism experience through reducing tourism fatigue. Study 1 explores the relationship between gamification, tourism fatigue, and tourist satisfaction. The results show that tourists are more satisfied with a gamified, rather than non-gamified, VR tourism experience, and that motivational fatigue plays a mediating role between gamification and tourism satisfaction. Study 2 provides further evidence that four elements in gamification (challenge, feedback, reward, and leaderboard) can alleviate motivational fatigue and improve tourist satisfaction, with feedback playing the biggest role. The findings have valuable practical implications for VR experience providers, for destination practitioners in VR experience enhancement, and for the application of gamification to the VR tourism experience.     

The relationship between white-water rafting experience formation and customer reaction: a flow theory perspective

White-water rafting is an exciting form of water adventure that not only satisfies the need of tourists to interact with nature, but also represents an invigorating recreational experience, thereby explaining why it has become a popular adventure tourism activity in Taiwan. Although a few studies have analyzed multiple tourist tourism experiences, there is still a lack of research adopting the flow experience perspective to understand tourist motivations when participating in rafting activities. Therefore, this study adopts the concept of flow experience to examine the relationships among experience antecedents, flow experience and result variables. The statistical results show that tourist rafting skill, level of challenge of rafting activity and playfulness significantly and positively influence tourist flow experience that, in turn, promotes a positive mood and satisfaction. Moreover, tourist satisfaction significantly and positively influences tourist loyalty. Finally, the research findings and theoretical and managerial implications are discussed.     

The impact of tour quality and tourist satisfaction on tourist loyalty: The case of Chinese tourists in Korea

This study examines the causal relationship between tourist expectations, tourist motivations, tour quality, tourist satisfaction, tourist complaints and tourist loyalty of Chinese tourists in the Republic of Korea using path analysis. It was found that tourist expectations have a negative effect on the perceived experiential quality of the tour, yet tourist motivation has a positive effect on the perceived tour quality. In turn, the perceived tour quality has a positive effect on tourist satisfaction. Similarly there is an inverse relationship between satisfaction and tourist complaints, and a positive relationship exists between satisfaction and loyalty. Equally, the higher is the number of complaints, the lower are the loyalty levels. These results will provide potential guidelines for inbound tour agents who plan to attract Chinese tourists to Korea and enable them to formulate appropriate strategies. This study also seeks to contribute to conceptual and policy formation by understanding the determinants of tourist satisfaction and loyalty.     

The role of food service in tourist satisfaction

The paper is based on empirical investigation carried out amongst a 341-sample population visiting the Black Sea resorts of Romania in August 1997. The purpose of the study was to investigate the role and importance of food service in tourist satisfaction and to note any differences in satisfaction levels between regional groups. Analysis of the findings revealed that significant differences existed between three tourist groups’ satisfaction perceptions of value for money, quality of food, number of dishes, standard of food service, variety of dishes, presentation of food and speed of service in general; and of bread, coffee, meat and soup in particular. Overall results further indicated that quality of food, value for money, variety of dishes, attractiveness of surroundings and presentation of food were the attributes that most affected the overall food service experience in Romania. The paper concludes that food service is an important contributor to tourist satisfaction and that there are significant differences in satisfaction levels with food service between eastern and western European, and Romanian tourists.     

Vacationers in the countryside: Traveling for tranquility?

Tranquility seeking is growing phenomenon in tourism. While tranquility has been frequently used in tourism motivation literature, it is unclear what it means in tourism and how to recognize it in tourism motivation. The study seeks to explore the forms of tranquility through a lens of motivational framework. Data collecting from Moganshan town, a well-known rural resort in China, revealed that vacationers acknowledged various forms of tranquility in holiday experiences in general. Specifically, the need of tranquil amenities rather than need of tranquil states was dominant trigger of the phenomenon; affective qualities of tranquility were the main source of information that influenced the destination choice. The inclusion of tranquility in tourism extends our understanding of tourism motivation and adds a new subject applicable to tourism.     

A comparative analysis of international tourists’ satisfaction in Mongolia

The purpose of this study was to examine international tourism development in Mongolia in the last decade and analyze international tourists’ satisfaction of their travel experience with tourist attractions, facilities, services and prices. This study identified the demographic characteristics of international tourists from four regions: Europe, the US, Japan and other Asia/Pacific countries by surveying a sample of 530 visitors by air travel. Satisfaction level of international tourists from these four different regions were analyzed and compared to find regional similarities and differences. Recommendations were made for the Mongolian tourism authority to target efficiently its international tourism markets and improve tourism services in Mongolia.     

Blue Flag or Red Herring: Do beach awards encourage the public to visit beaches?

Surveys of beach visitor motivation in Ireland, Wales, Turkey and the USA indicate that beach awards play an insignificant role in motivation to visit beaches. However, a number of criteria closely identified with awards, notably cleanliness and water quality, are revealed to be very important. Aesthetic and emotional factors such as scenic setting and general ambience, and practical concerns such as proximity and range of activities available are much more important than beach awards in attracting visitors to beaches. The merits of beach awards are critically reviewed and it is concluded that any benefits that might accrue are in areas other than attracting visitors.     

Cross-Border Restaurant Patronage

ABSTRACT

This research takes a cross-cultural view of the variables influencing dining consumers' perception of the attractiveness of a neighboring country as a venue for dining, and satisfaction with the cross-border dining experience. Specifically, it studies consumers' attractiveness perceptions of neighboring country restaurants as a venue for dining and satisfaction, with the cross-border dining experience as a function of three key individual-difference variables associated with Western and Asian consumers. In a survey of 636 cross-border diners at United States/Canada and Hong Kong/China borders, perceptions of attractiveness and satisfaction were found to vary as a function of variables associated with the cultural attributes of individualism/collectivism, uncertainty avoidance, and time perspective.     

Airport shopping – an emerging non-aviation business: triggers of traveler loyalty

ABSTRACT

Despite the growth of the airport duty-free shopping market, little research has examined travelers’ shopping behavior at airports, shopping at airports being an important source of non-aviation revenue for airport operators. This study was designed to examine travelers’ loyalty formation with regard to duty-free shopping at airports by considering the role of perceived value, satisfaction, desire, and alternative attractiveness. A field survey at an international airport was conducted. A proposed theoretical framework was tested using structural equation modeling. Results indicated that perceived value, satisfaction, desire, and loyalty had significant associations, and these variables sufficiently accounted for loyalty. In addition, satisfaction played a prominent role in determining loyalty, and this variable along with desire acted as a significant mediator. Moreover, alternative attractiveness significantly moderated desire and loyalty relationship. Overall, the findings of this study considerably increased our understanding of travelers’ evaluation and loyalty generation processes with regard to duty-free shopping at airports.     

The impact of economic,social and environmental factors on trip satisfaction and the likelihood of visitors returning

Tourism is vital to the economy of many regions; however visitor numbers in some are stagnating. Using a novel approach, this case study of the Great Barrier Reef explores and quantifies risks to visitor numbers, utilising tourist survey data supplemented by objective data from secondary sources. Economic, social and environmental factors affecting trip satisfaction are identified, which itself is found to affect the likelihood of a tourist returning; the impact of changes on trip satisfaction and on repeat visits is then estimated. Linkages between tourism and other industries are clearly demonstrated; increased construction work, decreased water clarity and decreased perceptions of tourist safety are all estimated to significantly reduce likelihood of repeat visits and hence impact tourist revenues, placing the financial viability of the industry at risk. Future development within the region should be evaluated holistically, rather than industries such as tourism, construction, agriculture etc. each being developed in isolation.