When does a service guarantee work? The roles of the popularity of service guarantees and firm reputation

Despite substantial research on service guarantees in the literature, little study has examined how the popularity of service guarantees (SG) in a particular industry affects the effectiveness of SGs. Through four studies, the authors demonstrate an interactive effect between the market-level factor (the popularity of SGs) and the firm-level factor (firm reputation) in affecting consumer's responses to a travel agency's actions in (not) offering an SG. When offering SGs is popular in a given market, consumers perceive a loss from the absence of SGs, and a high-reputation agency will outperform a low-reputation agency in consumer service evaluation when neither agencies offer SGs. However, if both agencies provide guarantees, the SG offered by the high-reputation agency does not necessarily lead to greater service evaluation than that offered by the low-reputation agency. The results reverse when offering SGs is rare in the market, as consumers perceive a gain from the presence of SGs.     

Integrating the Kano model and IPA to measure quality of museum interpretation service: a comparison of visitors from Taiwan and Mainland China

This study attempts to integrate the Kano model and importance-performance analysis to explore critical interpretation service elements. This study compares the experiences of Mainland China and Taiwan visitors at a museum and their perceptions of interpretation service quality. The critical elements perceived by Mainland China visitors are “There is easy access to interpretation facilities” and “Interpreters provide services when visitors need them.” The critical elements identified for visitors from Taiwan are “There is easy access to interpretation facilities,” “Interpreters offer services at the right time,” and “What interpreters say is interesting and motivates visitors to learn more.”     

A critique of the issues and theoretical assumptions in service quality measurement in the lodging industry: Time to move the goal-posts?

The article critically reviews the conceptual issues which surrounds the measurement of service quality. Methodological issues are not addressed. The critique centres upon the gap model and its associated instrument SERVQUAL and argues that, despite progress, all the original problems remain in place. A conclusion which leads firstly, to the suggestion that the dimensions of the model might be re-tested using different scaling techniques and secondly, to the advocacy of the adoption of a wider psychological perspective and one which goes back to the fundamentals of evaluative processes.     

The effects of service climate and internal service quality on frontline hotel employees’ service-oriented behaviors

When employees in a service profit chain receive quality internal services, they provide quality services to external customers, but extant research does not address what connects internal and external services. This study espouses service climate as an integral part of the service profit chain by exploring its role in linking internal service management and external service performance, and the boundary conditions in which it operates. Data collected from 538 employees of 81 department managers in 24 Chinese hotels were examined using hierarchical linear modeling. Results suggest that managers’ commitment to service quality affects service climate through empowering leadership, service climate links empowering leadership and employee service-oriented behaviors, and external departments’ internal service quality strengthens the positive effect of service climate on service-oriented behaviors. This study advances the literature by integrating service climate and internal service quality into the service profit chain, helping hospitality managers understand how to foster service-oriented behaviors.     

How does tourism in a community impact the quality of life of community residents?

The objective of this study is to test a theoretical model that links community residents' perceptions of tourism impact (economic, social, cultural, and environmental) with residents' satisfaction with particular life domains (material well-being, community well-being, emotional well-being, and health and safety well-being) and overall life satisfaction. The model also posits that the strength of these perceptual relationships is moderated by the stage of tourism development in the community. The model was tested using a survey of 321 respondents from communities varying in their level of tourism development. The results were mostly supportive of the overall model. Theoretical and managerial implications of the study findings are discussed.     

Destination familiarity and favorability in a country-image context: examining Taiwanese travelers’ perceptions of China

Building on international marketing research on the country-of-origin image effect, this research examines how people evaluate a culturally familiar country as a tourist destination. Derived from a sample of 710 Taiwanese travelers, research findings showed that when evaluating China as a tourist destination, respondents relied on both their general image of the country (country image) as well as tourism-specific perceptions (destination beliefs), while a few respondents with low familiarity with China relied only on their general image of the country to evaluate the destination. The research also showed that respondents with high levels of familiarity with China had more positive destination beliefs, resulting in more favorable destination evaluations; however, country image was found to be persistent and difficult to be changed by destination promoting materials and/or actual visits. The paper concludes with recommendations for destination marketing in the context of international tourism.     

Spatial–temporal distribution characteristics of industrial heritage protection and the influencing factors in a Chinese city: a case study of the Tiexi old industrial district in Shenyang

ABSTRACT

In this article, the temporal and spatial distribution of industrial heritage protection was presented, using the Tiexi old industrial district of Shenyang as a typical case. An explanatory framework was constructed to explain the selected process of industrial heritage. The findings indicate that the highly selective process and the temporal spatial transformation of industrial heritage have been driven by economic, cultural and institutional factors. Tiexi old industrial district is not a single case, but reflects the history and general problems of conserving industrial heritage in China. The case of Tiexi contributes to understanding Chinese industrial heritage in three aspects. First, as to temporal character, there is an excessive concentration ignoring modern and contemporary industrial heritage. Second, from the perspective of space, the fragmented protection mode makes industrial heritage an ‘enclave’ like lonely islands, thus affecting the overall image of industrial culture. And third, as far as institutional factors are concerned, the government plays the leading role while the workers and other important stakeholders are missing.     

Does the geographic proximity of products influence a consumer’s decision? An evaluation in a restaurant

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Publish and perish? Bibliometric analysis,journal ranking and the assessment of research quality in tourism

Bibliometric analysis is important in tourism as a result of external evaluation of research quality, interest in impact and prestige factors, and study of the field’s development. Although bibliometric analysis can be applied to any type of publication the main focus is on journals. Five approaches to the evaluation of journal quality are identified: stated preference, citation-based, derived, hybrid, and expert panels. Different productivity, impact and hybrid metrics are used to identify rankings of tourism journals from Scopus/SCImago data, compared with a derived RAE ranking, and three expert panel rankings. The different rankings reinforces that bibliometric understanding of scientific impact is a multi-dimensional construct. However, bibliometric analysis does not occur in an institutional and policy vacuum. The institutional context of government and private organization evaluations of research quality increasingly determine which metrics are applied, with subsequent effects on performance evaluation, career development and future direction of tourism studies.     

Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic

Robots and artificial intelligence (AI) technologies are becoming more prominent in the tourism industry. Nowadays, consumers are faced with multiple options involving both human and robot interactions. A series of experimental studies were implemented. Four experiments demonstrated that consumers had a more positive attitude toward robot-staffed (vs. human-staffed) hotels when COVID-19 was salient. The results were different from previous studies, which were conducted before the COVID-19 pandemic. Since the moderating role of perceived threat in consumers’ preference for robot-staffed hotels was significant, the respondents’ preference was attributed to the global health crisis. This research provides a number of theoretical and managerial implications by improving the understanding of technology acceptance during a health crisis.     

Littering in protected areas: a conservation and management challenge – a case study from the Autonomous Region of Madrid,Spain

This paper examines issues surrounding littering in protected areas (PAs), one of the most ubiquitous and conspicuous impacts of tourism activity. In addition to obvious visual, landscape-affecting impacts, litter may have hazardous consequences for biodiversity and humans. In order to precisely assess littering in a densely populated region with high levels of visitation to natural and protected areas, we counted, measured and classified all types of non-organic litter covering an area of 1 cm² or more found on the ground in zones intensively used by visitors (picnic areas and paths) within the 10 PAs of the Autonomous Region of Madrid. On average, 11.65 m²/ha of litter were recorded in those zones. Strict visitor management measures greatly reduced that figure. Over 75% of all litter was paper and cardboard, and plastic; 88% of litter coverage was by large pieces over 25 cm² in size. We tested the hypothesis that the amount of waste found on paths is correlated with the distance to the entrance to a PA, but no general model fitted actual litter distribution patterns, although empirical results backed the hypothesis for most cases. A range of waste management strategies are explored and litter management measures suggested for problematic PAs.     

Government management of tourism — a Thai case study

This article examines the relationship between government and the tourism industry and the problems of that relationship as both strive for more effective management to meet the challenge and changes of the 1980s. Attention is focused on the role of government and the political input, the tourism management agency, the government administrative system, the industry, and the response of these various groups to demands on the tourism sector. The article concentrates on Thailand but many problems experienced are common to most countries and arise from the nature and role of government and the tourism industry and their relationship.     

Impacts of cruise service quality and price on vacationers’ cruise experience: Moderating role of price sensitivity

In view of the increased interest in cruise vacations and limited study on cruises, the purpose of this study was to shed light on an understanding of cruise vacationers’ evaluations of onboard experiences with cruise lines in North America and their loyalty-formation process. The empirical results revealed that interactional quality and outcome quality were significantly and positively associated with novelty and perceived value which in turn, affected satisfaction and loyalty. In addition, perceived price was a significant and negative predictor of perceived value. The moderating function of price sensitivity showed that novelty was more effective in inducing satisfaction in the low price sensitivity group and it was more effective in enhancing perceived value in the high price sensitivity group. Overall, these results help cruise line operators who observe that cruise vacationers have become more demanding on service quality, price, and value. Practical and theoretical contributions are discussed.     

The information quality and source credibility matter in customers’ evaluation toward food O2O commerce

This study examines customer’s decision making when purchasing food product through O2O commerce applying the elaboration likelihood model (ELM) and the technology acceptance model (TAM). Further, this research investigates which information processing path, central route (information quality) or peripheral route (source credibility), is related to purchase frequency. Results of the data analysis demonstrate (1) the positive relationship between information quality, perceived usefulness, and perceived ease of use; (2) the significant relationship between source credibility, perceived usefulness, and perceived ease of use; (3) the significant influence of perceived usefulness and perceived ease of use on customer trust; and (4) the significant relationships among customer trust, attitudes, and behavioral intentions. In addition, customers with high purchase frequency tend to process messages via the central route, while customers with low purchase frequency focus on the peripheral route. These findings provide theoretical and managerial implications that contribute to O2O commerce marketing.     

Are stars a good indicator of hotel quality? Assymetric information and regulatory heterogeneity in Spain

This paper proposes a methodology for continuous monitoring of the hotel sector based on “objective” and demand criteria. The method applies Multiple Correspondence Analysis (MCA) to hotel facilities and services. Using that indicator the impact of differing regional regulations relating to hotel classifications is duly analysed, based on information from The Official Guide to Hotels in Spain (OGHS). The results show that even though official stars classification might be considered a good indicator of quality, there also is significant overlapping with regard to levels of quality between adjacent official categories. It is suggested that the very coexistence of 17 different regulations is one of the reasons for this.     

Visitors’ acceptance of negative ecological impacts in national parks: comparing the explanatory power of psychographic scales in a Norwegian mountain setting

Even in protected areas, it is inevitable that any human use will produce some impact on natural resources. This study identifies visitors’ tolerance of potential negative ecological impacts from tourism activities and facilities in a Norwegian national park context, based on park visitors’ expressed degree of acceptance of negative effects on particular species of wildlife (wild reindeer and raptors) and on vegetation. Attitudes were analysed using psychographic scales, reflecting respondents’ nature orientations, their specific facility desires, their preferences in a wilderness setting and their concerns about human interaction with the natural environment. Fourteen research hypotheses were tested. Findings demonstrated that the psychographic scales explained more variation in attitudes than most social background and trip characteristics. Higher levels of education among visitors were strongly associated with increased ecological concern; age and gender were not. There was generally strong ecological awareness and eco-centrism among park visitors in general, with a small proportion of wilderness purists. Better trail conditions, signposting and interpretation were sought. But park visitors were also found to possess a complex mixture of needs and drivers. The study found significant potential for strategic alliances between tourism and conservation interests, and key value issues for park governance systems.     

Do emotions play a mediating role in the relationship between owner leadership styles and manager customer orientation,and performance in service environment?

This study examines the dynamic relationships among leadership style (transformational and transactional), emotion in service employees, customer orientation (dimensions of enjoyment and needs), and job performance. The study proposes a model based on existing literatures and examines the mediating role of service employees’ emotion in the relationship between leadership style and their customer orientation. The study found that all four elements of transformational leadership have a significant effect on positive emotion. Emotion is found to have a significant influence on both enjoyment and needs dimensions of customer orientation and to partially mediate the relationship between leadership style and customer orientation.     

Carrying capacity analysis and destination development: a case study of Gangotri tourists/pilgrims’ circuit in the Himalaya

The Himalaya has numerous natural, cultural, aesthetic, and adventurer tourists/pilgrims’ destinations, which are the major source of income and employment to the local people and revenue generation to the government. Meanwhile, tourism carrying capacity of these destinations is poor and thus tourism development could not take shape. This article examines carrying capacity and destination development of the Gangotri tourists/pilgrims’ circuit, which is also known as Gangotri eco-sensitive zone. We conducted this study using both qualitative and quantitative approaches, in which we collected data on tourists/pilgrims flow, accommodation, transportation, and infrastructural facilities. Primary data were collected through interview of 160 persons of 8 tourists/pilgrims centres who are involved in tourism activities. Further, we employed a participatory observation method after an extensive visit of Gangotri tourisms/pilgrims circuit in January 2017. Secondary data were collected from the Uttarakhand Tourism Development Board, Dehradun. We used correlation and rank method and analysed infrastructural facilities, carrying capacity dimensions, proposed destination development model for the circuit, and observed that a sustainable tourism development may enhance economic activities such as income generation and employment augmentation as the whole circuit obtains natural, cultural, and aesthetic importance.     

When will customers care about service failures that happened to strangers? The role of personal similarity and regulatory focus and its implication on service evaluation

This paper examines an interesting research question: how does a service failure that happen to a stranger customer influence an observing customer's service evaluation? Drawing on the defensive attribution theory and regulatory focus theory, we argue that an observing customer will attribute more (vs. less) blame to the company if the customer involved in the undesirable incident is personally similar (vs. not similar) to him/her. These attributions, in turn, will influence the observing customers to form a negative evaluation on service quality of the company. More importantly, a prevention-focused tendency will intensify the negative impact of personal similarity on service evaluation. Results from two experiments confirmed the hypotheses.