It is all about the emotional state: Managing tourists’ experiences

When consuming tourism and leisure services tourists do not only expect professional services but also desire satisfying emotional experiences. To measure satisfaction with emotional experiences traditional service quality and satisfaction research is outdated because those models are based on cognitive components and neglect emotional aspects of customer satisfaction. This research investigates factors determining the service setting that enhance customers’ emotional reactions and lead to psychological states and behaviours. Referring to existing theories and empirical evidence in environmental psychology, a research model is developed explaining the relationship between different components of service settings influencing emotional states and satisfaction. Guests’ emotions are assessed during service consumption in hotel settings in order to investigate the importance of emotional states. The paper derives three main factors (leisure experience, hardware and human ware) significantly influencing emotional states of customers in high-quality hotels.     

Facilitating reef tourism management through an innovative importance-performance analysis method

This study presents a quantitative analysis of visitor satisfaction and its relation to tourism attributes on the Great Barrier Reef, Australia. It applies a modified version of the importance-performance analysis to determine various attributes’ range of impact on, and asymmetrical contribution to, visitor satisfaction. The analysis of 369 visitor surveys identified a complex relationship between satisfaction and environmental, operational and customer service attributes. It also identified those attributes which have a strong satisfaction-generating potential when they perform well, such as the diversity of the marine life, interactions with other passengers, comfort of the boat, quality of the entertainment, knowledgeable crew, quality of the information provided and the destination of the trip, and attributes with a high dissatisfaction-generating potential when they perform poorly, e.g. customer service, comfort of the trip, weather, quality of the coral, and cost of the trip. The study also considers the use of attribute-based studies of satisfaction within protected-area tourism and the management of visitor experiences.     

How Service Quality Affects Customer Loyalty in the Travel Agency: The Effects of Customer Satisfaction,Service Recovery,and Perceived Value

This study develops a conceptual model of the effects of service quality on customer loyalty that reflects the mediating role of customer satisfaction and the moderating role of service recovery and perceived value, and applies this model to the travel industry. A survey and analysis confirm that customer satisfaction is positively influenced by service quality, and customer loyalty is positively influenced by customer satisfaction. Furthermore, customer loyalty is indirectly influenced by service quality through the mediator of customer satisfaction. The relationship between service quality and customer satisfaction is found to be stronger for customers who have a positive experience of service recovery; and the correlation between customer satisfaction and customer loyalty is stronger for customers who perceive high service value.     

Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants

Exactly how the restaurant industry creates good quality service experiences has attracted the attention of scholars and practitioners. Some scholars advocate creating high quality service encounters to enhance customer satisfaction. However, recent research has not examined hotel restaurant service, and a detailed understanding of its potential effects on the customer meal experience and customer satisfaction is needed. Consequently, this study of service encounters and restaurant consumer behavior constructed a comprehensive framework via a literature review. Empirical data were collected by a questionnaire distributed to luxury-hotel restaurant customers. The empirical results indicated that restaurant environmental factors and interactions with service employees and other consumers positively influence the consumer experiential value. Additionally, only interactive relationships with service employees directly and positively affect consumer satisfaction. Restaurant environment factors and interactions with other consumers indirectly and positively influence consumer satisfaction through experiential value. Finally, with respect to marketing and development initiatives, the results of this study can help improve the physical attractiveness of the examined luxury-hotel restaurants.     

The Role of Service Quality,Perceived Value,and Relationship Quality in Enhancing Customer Loyalty in the Travel Agency Sector

Relationship quality is crucial to enhancing a tourist’s loyalty. Little empirical research has been conducted to link service quality, perceived value, and relationship quality to customer loyalty in the travel agency sector. This study attempts to investigate the role of service quality, perceived value, and relationship quality on customer loyalty among tourists. Relationship quality consists of three components: customer satisfaction, customer trust, and customer commitment. Structural equation modeling is used to test the linkages between the six variables that have been identified. Findings reveal that service quality and perceived value of a travel package are antecedent factors to the relationship quality with a travel agency; three components of relationship quality significantly influence a customer’s loyalty to a travel agency.     

In-flight NCCI management by combining the Kano model with the service blueprint: A comparison of frequent and infrequent flyers

This study explores the components of negative customer-to-customer interaction (NCCI) regarding the in-flight service delivery process, classifies service quality attributes using the Kano model, identifies differences between groups in the classification of each attribute based on annual flying frequency, and introduces a service blueprint for in-flight NCCI management that includes customer satisfaction and dissatisfaction coefficients. The 26 NCCI management items were derived through focus group interviews and classified with Kano's model using data collected from 350 passengers who had experiences with international flying. Also, some NCCI management quality characteristics reflecting frequent flyers' needs were found to be distinct from those of infrequent flyers. Finally, the study produced a service blueprint for in-flight NCCI management with specific Kano quality categories as well as customer satisfaction and dissatisfaction coefficients. This research contains significant challenge in methodological integration by merging Kano's model with the service blueprint approach in the tourism research field.     

Service quality and its effect on customer satisfaction and customer behavioral intentions: hotel and ryokan guests in Japan

This study analyzes the effect of service quality on customer satisfaction and customer behavioral intentions at hotels and ryokan (traditional Japanese inns). In this empirical research, questionnaires were sent to guests at seven sites: three hotels and four ryokan. Service quality, as perceived by guests, affected customer satisfaction and customer behavioral intention. Results from this empirical study show strong evidence of service quality as perceived by guests being influenced by the type of accommodation. Also, among service quality factors, “physical aspect” had the most powerful impact on customer satisfaction and customer behavioral intention. “Creativeness” ranked second, followed by “unexpected service” and “encounter performance”. The prominence of physical aspects probably reflects the distinctiveness of the service of offering a one-night stay. However, as a certain level of physical facilities is taken for granted at lodging facilities above a certain price, “creativeness”, the second most powerful factor, becomes decisively important.     

“货币补偿”总是最优策略吗?——高星级酒店不同服务失误归因下的情境研究

酒店服务的异质性和顾客需求的多样性使得服务失误在所难免。服务补救成为酒店修复服务失误,赢得顾客口碑和再次光顾的重要举措。在酒店管理实践中,货币补偿颇受管理者青睐,通常被作为应对服务失误的首要选择。然而,货币补偿是否为服务失误发生时的最优选择?文章以高星级酒店为研究背景,对服务失误进行情境设计,检验不同失误归因下货币补偿和非货币补偿的补偿满意度差异。数据分析结果显示:酒店因素导致的服务失误情境下,相比货币补偿而言,非货币补偿具有更好的补偿效果;其他顾客因素和顾客自身因素导致的服务失误情境下,货币补偿与非货币补偿间没有显著效果差异。此外,补偿满意度对顾客信任、重购意向与口碑有显著正向影响。     

Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment

This study empirically examined not only the relationship between perceived quality and satisfaction/loyalty, but also the role of customer perceptions of atmospherics in an ethnic restaurant segment. Specifically, this study, using hierarchical regression analyses, investigated the direct effects of service quality and food quality on customer satisfaction and loyalty as well as the moderating effect of the perception of atmospherics, in Korean restaurants. As expected, this study showed that service and food quality have positive and significant effects on customer satisfaction and loyalty. This suggested that, similar to other restaurant segments, employee service and food are of great importance for ethnic restaurants as well. Verifying the moderating role of atmospherics, however, this study found that good employee service can be more effective for increasing the satisfaction and loyalty of customers with a low perception of the atmospherics compared to those with a higher perception. Further, providing quality food is particularly critical for creating customer satisfaction in ethnic restaurants where atmospherics are not satisfactory. More detailed findings and implications are also discussed.     

Resort mystery shopping: A case study of hotel service

ABSTRACT

Mystery shopping is a common mode of improving customer service in retail and hospitality businesses, but researchers rarely utilize the methodology in academia. In these business entities, high-level quality standards are paramount to customer satisfaction, and mystery shopper reports have been found to be indicative of an organization’s service quality. This study employed a mixed-method approach, utilizing qualitative and quantitative procedures to examine a mystery shop program from within a resort hotel in the Southeastern US. The researchers used seven service principles which were established by the resort hotel. Mystery shoppers surveyed this specific service culture for a span of 13-months. The results suggested that managers need to re-examine service principles to ensure consistent employee performance and guest experiences.     

Influence of institutional DINESERV on customer satisfaction,return intention,and word-of-mouth

The objectives of the study were to investigate the relative importance of institutional DINESERV factors (i.e., food quality, atmosphere, service quality, convenience, and price and value) that affect customer satisfaction in the university dining facilities and to examine the influence of customer satisfaction on return intention and word-of-mouth endorsement. A web survey questionnaire was distributed to 4659 students at a public university in the Midwest from May 10–24 in 2005. Factor analysis, ANOVA, correlation analysis, and multiple regression analyses were used to analyze the data. The findings showed that all Institutional DINESERV Dimensions had a significant positive effect on overall customer satisfaction and revisit intention. Improving customer satisfaction, which results in increased return intention and positive word-of-mouth endorsement in university foodservice establishments, will in turn not only strengthen customer loyalty, but also improve the dining facility's reputation and generate greater revenue.     

Towards quality of life: the effects of the wellness tourism experience

ABSTRACT

The wellness tourism sector has experienced a significant worldwide increase. This study aimed to identify the relationships between customer experience, leisure and non-leisure satisfaction, and quality of life in wellness tourism. Specifically, customer experience was evaluated with four dimensions of the experience economy: entertainment, educational, esthetic, and escapist. The findings of this study indicate that customer experience influences leisure satisfaction, which consequently leads to non-leisure satisfaction. It was also found that both leisure and non-leisure satisfaction contribute to customer quality of life. This study provides industry practitioners with practical knowledge for promoting traveler quality of life through wellness tourism and designing effective marketing strategies to this end.     

服务失败后自我建构与质量预期对满意和口碑的影响

当顾客遭遇由个别雇员引发的服务失败时,顾客会产生怎样的心理反应?文章基于服务失败情境探讨了顾客的自我建构倾向与服务质量预期对满意度与负面口碑传播的影响。研究运用实验法模拟(餐厅)服务情境,结果发现,当服务失败源于个别雇员的不当行为时,如果顾客对企业的服务持有相对负面的质量预期,那么自我建构类型为互依型的顾客(vs.独立型自我建构)更倾向于认为企业对雇员的服务质量具有可控性,会对企业更不满意;但在负面口碑传播上,独立型自我建构的顾客却反而更有可能通过口碑传播服务失败经历(vs.互依型自我建构)。文章在此基础上主要讨论了自我建构对服务失败研究以及企业实践的启示,并指出未来可进一步研究的内容。     

Service quality and customer satisfaction: The moderating effects of hotel star rating

This research contributes to customer satisfaction knowledge with regard to accommodation in South Africa whose star grading differs. A multi-group analysis and an importance-performance map analysis by means of PLS-SEM allow us to differentiate between service quality performance scores and their influences on customer satisfaction across accommodation with a different star grading. The two most important predictors of satisfaction with one-star and two-star category accommodation are the accommodation infrastructure and the employee expertise. Both predictors were found to have relatively low levels of performance. Safety and security and room quality are two significant determinants of satisfaction with three-star establishments, although they under-perform with regard to safety and security. In respect of four-star and five-star accommodation, waiting time and customer interaction, both of which have above average performance scores, influence customer satisfaction. We provide specific guidelines for managerial interventions to improve service quality and guests’ satisfaction for each grading category.     

Service Quality,Relationship Outcomes,and Membership Types in the Hotel Industry: A Survey in Korea

With the ongoing attention to long-term relationships between service providers and customers, this study delved into such influential factors that include service quality and its relationship outcomes (trust, satisfaction, and continuance commitment), and those relationships among variables along with membership effects in the hotel industry. Survey data from 300 hotel customers in Korea were used to test hypotheses using structural equation modeling. Findings are as follows: interaction and environment service quality had a positive impact on trust, whereas outcome service quality had a positive impact on satisfaction. Additionally, trust was positively associated with satisfaction, and satisfaction was positively associated with continuance commitment. Memberships could strengthen the positive relationships between outcome quality and trust, interaction quality and customer satisfaction, and trust and continuance commitment. From these findings, hotels should improve service quality, generate customers' trust, satisfaction, and continuance commitment, and induce them to the membership programs for long-lasting relationships with them.     

旅行社顾客心理授权、顾客参与及服务质量关系研究

顾客在企业授权措施影响下产生的对服务经历的控制感被称之为顾客心理授权.文章在文献研究的基础上,提出了一个包含顾客心理授权、顾客参与、员工服务质量、顾客服务质量和顾客满意感的研究模型,并通过对旅行社顾客的调查,对模型进行了实证检验.数据分析结果表明:(1)顾客心理授权与顾客参与是两个不同的概念,且前者对后者有显著的正向影响;(2)顾客参与通过顾客服务质量间接影响员工服务质量;(3)顾客服务质量和员工服务质量都会影响顾客满意感,且与员工服务质量相比,顾客服务质量对顾客满意感的影响更大.文章研究结果可以丰富学术界对顾客授权理论的研究,同时对旅行社授予顾客权力、鼓励顾客参与,提高顾客服务质量,进而提高顾客满意度有一定的实践参考价值.     

Corporate social responsibility (CSR) and customer loyalty in the hotel industry: A cross-country study

The study examines the role of customer perceptions of CSR in improving customer loyalty by exploring its direct and mediated effects through service quality, customer satisfaction, corporate image and corporate reputation in a cross-country setting. Data from Pakistan, China, and Italy was collected through surveys to explore customers’ hotel experiences. The hypotheses were tested with SmartPLS-3. Findings for the overall sample revealed that CSR affected customer loyalty positively and significantly. Nonetheless, this relationship was insignificant in the samples from Pakistan and Italy, while it was found to be only partially significant in China. The findings also revealed a direct, positive and significant impact of CSR on service quality, customer satisfaction, corporate image and corporate reputation. The direct relationships among all these variables were also significant across samples. Customer satisfaction and corporate image were identified as significant mediators of the CSR-loyalty link, but service quality and corporate reputation were found insignificant.     

Customer satisfaction using low cost carriers

Low cost carriers (LCCs) have a competitive advantage over full service carriers (FSCs) in several nations due to their lower fares and similar levels of service quality. Not all customers' needs are alike, and the market characteristics found in the LCCs industry may influence customers' attitudes. Thus, this study examines the relative importance of perceived service quality and the relationship between perceived service quality, customer satisfaction and behavioral intention using multidimensional methods. The results from this study indicate that the significant dimensions of customer satisfaction are tangibles and responsiveness. In addition, the study confirms the significant consequences of customer satisfaction including word-of-mouth communication, purchase intentions, and complaining behavior. Based on these results, carriers should develop tangibles and responsiveness for the enhancement of customer satisfaction and behavioral intentions.     

Predictors of Service Effort

ABSTRACT

Improving service quality will continue to be a vital goal for hospitality and tourism organizations in the new millennium. As service worker performance directly impacts customer's evaluation of quality, further investigation of methods of improving performance are necessary. Service effort is a construct that has received little attention in the literature, but may be a significant factor in linking employee attitudes and customer perceptions of service quality. This exploratory study tested three popular managerial constructs to determine the extent to which they predict service effort. Using data from 331 service workers from two cruise line operations organizations, motivation, organizational commitment and job satisfaction were regressed against service effort. Results indicate that organizational commitment was the greatest predictor of service effort, followed by motivation. One dimension of job satisfaction (satisfaction with company), failed to yield a significant relationship with service effort, while satisfaction with supervisor yielded a slightly negative coefficient. Implications for hospitality and tourism managers and organizations are discussed.     

社会化视角下接待业服务机器人对顾客体验的影响研究

随着人工智能和自动化技术日渐普及,服务机器人被越来越多地引入旅游接待业,但其应用尚处于探索阶段。在已有文献和理论基础上,本文依据互联网、社交媒体中接待业顾客对服务机器人的评价信息,以及对接待业顾客和员工进行深度访谈的数据,分析顾客对机器人服务的感知及体验。研究发现:(1)对机器人服务的感知涉及工具、社会化两个属性,社会化属性对顾客的愉悦体验产生重要影响;(2)服务机器人通过提升服务和营造愉悦氛围两条路径改善顾客体验。在此基础上,本文构建了服务机器人影响顾客体验的概念模型。本文从社会化视角探讨服务机器人的顾客体验感知,对服务机器人设计、服务场景管理和体验设计具有启示意义。