The effect of atmosphere on customer engagement in upscale hotels: An application of S-O-R paradigm

Research suggests that atmosphere plays an important role in creating emotional connections between a hotel customer and the hotel and that these connections lead to improved customer satisfaction and customer engagement. The purpose of this research is to identify some of the atmosphere elements within a hotel that might enable customers to better engage with the hotel. A structural equation model (SEM) was employed to test the relationships. Social and room design were found to be significant antecedents to customer satisfaction. The research also found that while satisfied customers were more likely to promote the hotel to others through WOM behavior, they had fewer suggestions for improvement. Theoretical and practical implications are discussed as well.     

Travel queries on cities in the United States: Implications for search engine marketing for tourist destinations

Given the growing importance of search in online travel planning, marketers need to better understand the behavioural aspect of search engines use. Built upon a number of previous studies, the goal of this research is to identify patterns in online travel queries across tourist destinations. Utilizing transaction log files from a number of search engines, the analysis shows important patterns in the way travel queries are constructed as well as the commonalities and differences in travel queries about different cities in the United States. The ratio of travel queries among all queries about a specific city seems to associate with the “touristic” level of that city. Also, keywords in travelers' queries reflect their knowledge about the city and its competitors. This paper offers insights into the way tourism destinations are searched online as well as implications for search engine marketing for destinations.     

A Holistic Approach to Understanding the Use of Travel Guidebooks: Pre-, During,and Post-Trip Behavior

This study proposed a holistic approach to understanding the usage of travel guidebooks. Guidebooks were revealed to outperform other travel information sources in the stages of “during” and “post-travel” but lost their competitiveness in the pre-trip planning to the Internet, especially on the search for information on destination and accommodation. A factor analysis on an 18-item instrument concluded that travelers possess six underlying need dimensions when using guidebooks: reflective, security, confirming, destination, itinerary, and functional needs. Therefore, recommendations were provided for practitioners to reconsider the positioning of travel guidebooks when formulating product development and marketing strategies.     

The role of perceived behavioural control in the constraint-negotiation process: the case of solo travel

This study extends the leisure constraint-effects-mitigation model to the perceived behavioural control (PBC)- constraint-negotiation model by adding PBC. Three competing models were tested to determine which model best fits the data. Results suggested that PBC mediates the relationship between motivation and negotiation, and there is a direct path from motivation to participation. Findings contribute to deepening and broadening the theory of leisure constraint negotiation because the new variable was successfully added to the original model and the model was extended to new settings (i.e. solo travel and non-Western).     

Travel burnout: Exploring the return journeys of pilgrim-tourists amidst the COVID-19 pandemic

This study investigates the timely, yet academically unexplored, topic of travel burnout. The study explores the return journeys of pilgrim-tourists from Iran to Pakistan during COVID-19 pandemic and contextualizes travel burnout as a negative emotional state placed in the existing theoretical streams. The conservation of resources theory (Hobfoll, 1989; 2004) provided theoretical support to guide current study's research agenda. On the basis of a qualitative grounded theory research design, 47 in-depth interviews of pilgrim-tourists were conducted. Travel burnout emerged as a multidimensional concept comprising 3 core dimensions, i.e., low tourist self-efficacy, travel exhaustion and emotional maladaptation. Travel burnout anchors emerged as those factors that facilitated preservation of the tourists' resources when travel circumstances became beyond their regulation. The results pave the way for a more theoretically sound conceptualization of travel burnout. For destination marketing organizations, various avenues are identified that need attention to alleviate the tourist concerns that lead to burnout.     

The Effects of Travel Agent Characteristics on the Development of Trust: A Contingency View

Abstract

Trust is a key factor in the establishment of long-term relationships between travel agents and their customers. Prior research across service industries has documented that both “person-related” (e.g., empathy, politeness, and customer/service representative similarity) and “offer-related” (e.g., customization, competence, reliability, and promptness) service representative characteristics have an impact upon trust. However, the relative importance of these characteristics, and in some cases the direction of their relationships with trust has varied across studies. In this paper, we posit a contingency model of trust, suggesting that within the travel agency industry, the effects of the above variables on trust will be moderated by length of customer/service provider relationship. Our model is tested in a business-to-business context by means of a mail survey involving 487 small business owners. The small business owners provided data about their relationships with their travel industry service providers (i.e., agents). Our results demonstrate how corporate travel agencies can work toward the establishment of trust with their clients under varying market conditions.     

Reaching audiences through travel vlogs: The perspective of involvement

Travel vlogs are popular, but how audiences get involved while watching remains unclear. This study explored audience involvement along with expressions of travel intention. A systematic sampling procedure was developed, filtering 132 ‘highly involving sessions’ from 25 videos in Bilibili, a Chinese video-sharing platform. Qualitative analyses were applied, and the findings were threefold. Firstly, a five-category video content typology was highlighted, including frame aesthetics, video editing, fandom, humour, and tourist experiences. Secondly, bullet comments were deconstructed into six dimensions through examining concepts of ‘audience involvement’. Lastly, to address possible patterns of travel intention linked to the video content types, three propositions were made. This work serves as an exploration of audience involvement in the travel vlog phenomenon, an elaboration of travel intention expression in this context, and a method of assessing tourist-generated videos through bullet comments. Practical implications were discussed.     

A picture is worth a thousand words: The role of a cover photograph on a travel agency’s online identity

Online travel agencies (OTAs) allow lodging businesses to select one cover photograph to represent itself on the OTA site. The cover photograph plays a crucial role for attracting customers’ attention from among alternatives, and lure viewers to view the webpage with detailed information. The present study investigates how the content of a business’ cover photograph on OTAs’ sites influences customers’ behavior when searching for information. The content of a cover photograph may fall within five categories according to attributes: façade, type of place, room amenities, scenery, and property amenities. Only façade and property amenities have positive impacts on customers’ viewing times of the webpages with the detailed information of businesses. In contrast, scenery has a negative influence on customers’ viewing times. The results of the study contribute, theoretically and methodologically, to OTAs’ knowledge base and can assist practitioners’ identification of effective cover photographs.     

The appeal of sustainability in luxury hospitality: An investigation on the role of perceived integrity

This research investigates the effect of a luxury hotel's marketing communication strategy on consumers' willingness to book a room. In particular, the article compares two types of communication message: one that mainly highlights the hotel's attention to environmental sustainability and the other that focuses on customer service. The paper tests the hypothesis that a sustainability-focused communication leads to a higher willingness to book a room (compared to the customer service-focused strategy) because it increases consumers' perceptions about the hotel's integrity. Moreover, the study proposes that consumers' dispositional environmental concern magnifies this effect. One online and one realistic field experiment provide empirical evidence for the research hypotheses. This article contributes to the literature on sustainable luxury tourism and hospitality by proposing a novel theoretical framework, grounded in perceived hotel integrity, to explain why consumers might react positively when learning that a luxury hotel is committed to sustainability.     

Spatial Pattern of Tourist Flows Among the Asia-Pacific Countries: An Examination over a Decade

The spatial dimension of tourism provides insights about travel demands and travel flows and helps destinations in planning, development and management. The last decade has witnessed a steady and rapid growth in the Asia-Pacific region's tourism industry, in terms of both inbound and outbound travel. This particular study aimed to: (a) provide information and explore the changes on the nature of travel flows as measured by the tourist arrivals among the Pacific Asia Travel Association (PATA) member countries for the years of 1995 and 2004; (b) assess general propensity to travel among PATA countries using the concepts of Country Potential Generation Index and Gross Travel Propensity; and (c) examine the shift in the past decade in terms of the relative tourism generation power of PATA countries by comparing and contrasting the 1995 and 2004 indices. The results of the study provide an overview of the spatial patterns of travel flows and travel propensity in Pacific Asia region over a 10-year period. The study demonstrates that the functions of travel flows and indices are complementary and provide an informative picture of spatial travel behavior and demand.     

Influences of travel constraints on the people with disabilities’ intention to travel: An application of Seligman’s helplessness theory

Changes to legal and social environments have contributed to the expansion of the disabled tourism market. However, despite this growth, within tourism there is a distinct lack of research of this niche market, and in particular of the barriers which impede or prevent those with disabilities from participating in tourism. This study addresses this lacuna by exploring the relationships between three inter-related concepts, these being: (1) travel constraints including its three sub-dimensions, these being intrinsic, environmental, and interactive; (ii) learned helplessness; and, (iii) intention to travel. This is attempted through a structured survey targeted at a sample of disabled Korean travelers (N = 301). The results revealed that the three sub-dimensions of constraints exerted no significant influence (p < .05) on travel intentions, though two of the three dimensions (intrinsic and environmental) were found to be statistically significantly associated with learned helplessness. This latter variable, in turn provided a statistically significant negative influence (p < .05) on intention to travel. The theoretical and practical implications of these results are discussed, and some avenues for future research are highlighted.     

An Investigation of Gen-Y's Online Hotel Information Search: The Case of Hong Kong

The Internet has made searching for hotel room information and making online reservations common practices among hotel guests. Despite constantly changing consumer behavior and widespread application of online hotel information sources, limited studies have been conducted to examine the online sources used frequently by customers and the related attributes of such sources. As such, drawing from an online questionnaire survey with 205 respondents, findings in this study indicate that there are no socio-demographic effects on future purchase intention of Generation (Gen) Y travelers. Moreover, websites of suppliers (e.g. official websites of hotels), travel intermediaries (e.g. Hotels.com), and social media (e.g. TripAdvisor) are the three major types of websites used by Gen Y hotel guests. Travel intermediary websites are often used to search for hotel information, whereas social media websites are used to make reservations. Based on these findings, implications for hotel managers are discussed.     

Discovering the perceived attributes of CBT destination travelers in South Korea: A mixed method approach

Despite the emerging significance of community-based tourism (CBT) with its sustainable advantages, little research has examined to uncover distinctive attributes, the role of destination attachment, awareness of community benefit of CBT destination, and destination loyalty in explicating post visit behavior. This study attempted to fill this gap. We harnessed both qualitative and quantitative analytic approaches, identifying 20 attributes of a CBT destination through a psychometric process. Our results verified that local foods and restaurant, natural environment and landscape, and activity and events were significantly associated with place identity and place dependence, whereas ‘customized service and service staff’ showed positive impact on the place identity. Also, the place identity and place dependence revealed positive effects on destination loyalty. In addition, awareness of community benefit of CBT played a salient moderating role in the relationship between ‘customized service and service staff’ and ‘place identity’. Our results provide meaningful insights to destination marketers.     

Impacts of the entry of the Autonomous Republic of Crimea into the Russian Federation on its tourism industry: An exploratory study

In an unique political scenario, Crimea was integrated into the Russian Federation in 2014, making the legal, political, and economic environment in which the tourism and hospitality industries in Crimea very different from what it had been. In this research, we surveyed the managers of 60 hotels and 31 travel agencies in Crimea to learn about how their businesses were impacted by the Crimea's entry into the Russian Federation and how they have responded to the changes in the macroenvironment. The findings indicate that travel agencies and hoteliers have responded differently to the crisis and have very different concerns regarding the way in which this political event has impacted upon their industries.     

徐霞客:中国古代的旅游圣人

本文从圣人的概念界定切入,参照徐霞客对中国旅游文学的独特贡献,提出他是中国古代的旅游圣人,是把毕生献给中国古代旅游事业的第一人。进而从徐霞客的旅途生活,论述了他最可贵的三种精神,即吃苦精神、探险精神和乐观精神。     

The perceived benefits of agritourism: The provider’s perspective

This study examines the perceived benefits of agritourism by examining the importance of this activity in accomplishing 16 goals of farmers receiving visitors for recreation on their farms. This study also examines several farm household and business attributes associated with the accomplishment of four goal dimensions driving agritourism development. Data were derived from a survey conducted among 164 agritourism farms in Missouri. Results showed that agritourism mostly serves to capture new farm customers, educate the public about agriculture and enhance the quality of life for the farm family, which represents both, economic and non-economic benefits. Organized by goal dimensions, findings showed that agritourism is perceived as most important for market related goals, suggesting that the economic role of agritourism should not only be measured in terms of increased profits but also as a marketing tool. Four significant regression models showed that several farm business and household attributes are associated to the perceived agritourism benefits within four goal dimensions, suggesting opportunities for tailored promotional messages and policy considerations for the entrepreneurial development of agritourism.     

Tourism forecasting and the policymaker: Criteria of usefulness

This article is a sequel to one by the author in the September 1982 Issue of Tourism Management in which the question of what futures research could contribute to tourism policy was raised. Here the subject is explored further and a comparison of various forecasting techniques is used to investigate how far forecasting is and could be useful in supporting tourism policies.     

Non-compliance in national parks: An extension of the theory of planned behaviour model with pro-environmental values

Non-compliance at national parks is a major problem around the world. This study focused on visitors' intentions to venture off-trail at the Blue Mountains National Park, Australia (BMNP). An extension of the theory of planned behaviour (TPB) with the new ecological paradigm of pro-environmental values (NEP) was developed and tested to understand visitors’ off-trail intentions. We surveyed 325 BMNP visitors through convenience sampling. Subjective norm was the strongest predictor followed by attitudes. The role of perceived behavioural control was not significant. The proposed extended TPB model had a marginal relationship between pro-environmental values and intentions using regression analysis. The overall study results suggested that the role of pro-environmental values is more suitable for predicting general environmental worldviews as compared to the TPB being more suitable for predicting specific behavioural intentions.     

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 effectiveness of the destination logo: Congruity effect between logo typeface and destination stereotypes

A well-designed logo can assist destination marketers in the development of destination identity and image, and yet the factors that contribute to an effective destination logo are poorly understood. Thus, this study aims to explore how typefaces influence the effectiveness of logos of destinations with differing stereotypes. By conducting four scenario-based experiments with different experimental stimuli, this study has revealed a congruity effect between logo typeface and destination stereotypes. Specifically, linking logos with handwritten typefaces with warm destinations, and machine-written typefaces with competent destinations can elicit more favorable attitudes and stronger travel intentions toward those destinations (Study 1). The results further showed that the congruity effect on tourists’ travel intentions is sequentially mediated by processing fluency and attitude (Studies 2a, 2b) and is attenuated for tourists with high needs for cognition (Study 3). This research also offers practical suggestions for destination marketers around the design of effective logos.