休闲旅游业顾客满意的前置因素——基于长株潭城市群的实证研究

本文基于顾客感知的服务绩效和服务公平理论,以长株潭地区的休闲旅游服务为例,对游客满意的前置因素及满意度现状进行了实证研究。问卷设计主要借鉴SERPERF量表和服务公平模型,并运用SPSS17.0软件对问卷的信度与效度进行了验证。调研结果显示,游客整体满意度水平处于"一般"和"不太满意"的临界区间。服务感知绩效的满意度得分要高于服务公平方面的得分,说明长株潭休闲旅游在服务态度及与顾客有效沟通方面比较欠缺。调研结果还表明了不同满意程度的顾客,所对应的购后行为是有差别的。本研究结果验证了服务公平与感知绩效理论在休闲旅游中的适应性,提出了顾客关系管理与服务补救策略在休闲旅游经营中的重要性。     

西安市重点景区游客满意度评价的模式构建

为提升西安市旅游形象和竞争力,本文基于游客满意度理论,以到到网中西安市景区人气、点评次数排名前十的景区为研究对象,根据游客点评内容确定6个评价指标,采用李克特5级量表法收集数据,运用单层次模糊综合评价法对十个景区逐一进行评价。结果表明:四个景区游客满意度为"很满意",六个景区为"满意"。得出游客对西安市景区整体上满意;对少数景区旅游消费、景区管理不满意的结论。研究结论为景区更好的发展、制定相应的政策提供依据。     

移动设备在旅游移动信息服务中能用户接受行为实证研究

本文在理论分析和对特定游客群体（上海市大学生旅游者）进行深度访谈的基础上，构建了移动设备用户接受行为模型，通过实证调研的方法对所提出的结构方程模型进行了验证，并剖析了影响特定游客使用移动设备用于旅行的因素。结果表明，感知有用性、感知易用性、先前的旅游体验与游客满意度之间存在显著的正向影响，它们和使用意愿、使用行为等变量共同影响着游客忠诚度。最后，基于实证结果，对未来移动设备在旅游移动信息服务中的应用以及如何提升游客满意度与忠诚度提出了相关的建议。     

Tourism satisfaction and perspectives: an exploratory study in Italy

Quality & Quantity - The aim of the paper is to analyze the specific features of tourism in Italy through tourists’ behaviour and satisfaction level and to individuate future...     

Understanding relationship quality and online purchase intention in e-tourism: A qualitative application

This study explores the formation of relationship quality and online purchase intention in the service context of tourism, and a model is also introduced. This study tries to conceptualize a model based on a mediating mechanism of relationship quality that may be applied to understand online purchase intention in tourism. Learning the critical role of relationship quality in e-tourism can guide tour service providers to design different strategies for different online customers, and consequently achieve high customer online purchase to tourist service and product. In the proposed model of this study, the perceived incentive, perceived service quality, perceived ease of purchasing and perceived usefulness influence customer online purchase intention indirectly via the mediation of relationship quality. Additionally, five propositions are derived accordingly based on the proposed model and literature review. Finally, discussion, limitation and future research are also provided.     

乡村徒步旅游游客感知价值对游客忠诚的影响研究——游客满意的中介作用

通过线性回归分析了乡村徒步旅游游客感知价值对游客满意及游客忠诚的影响,研究发现,乡村徒步旅游游客感知价值的四个维度价格价值、功能价值、社会价值及情感价值对游客满意和游客忠诚都呈显著性的正相关;其中情感价值的影响最大也最显著,其次是功能价值;同时游客满意对游客忠诚也呈显著性正相关;通过中介效应的分析发现,游客感知价值是通过游客满意来影响游客忠诚的,即游客满意起到了部分中介的作用。     

温泉旅游满意度研究——以湖南省温泉旅游为例

我国旅游业处于转型升级期,旅游产品由传统的观光旅游转为休闲度假,温泉旅游产品适应现代旅游市场消费的特点。研究温泉旅游满意度对发展温泉旅游意义重大。文章以湖南省温泉旅游为研究对象,通过相关分析以及配对样本T检验,了解到游客体验重视程度与满意程度存在显著性差异,游客重视度的6个方面影响满意度的高低。     

天目湖景区旅游服务质量满意度调查研究

景区旅游服务质量满意度是景区长远发展的软实力和竞争的关键因素。本文通过天目湖景区服务质量满意度调查分析,找出满意度存在的问题,提出提升天目湖旅游景区服务质量满意度的对策和建议,以促进天目湖景区的深度发展。     

Improving customer experience in tourism: A framework for stakeholder collaboration

Tourism represents a service industry replete with unique complexities since a tourist's overall experience is modulated by multiple stakeholders, e.g., immigration officials at airports, policy makers responsible for investment in transportation infrastructure and managers at various tourist attractions. Effective management of customer satisfaction in this service sector entails cross-functional collaboration and a transparent measurement scheme that clearly delineates the impact of each stakeholder's actions on overall customer experience. In this paper, we propose a simple conceptual framework for stakeholder collaboration in tourism. A four-phase customer experience measurement process is developed to prioritize resource allocation and to increase tourists' advocacy levels for a destination. The proposed measurement framework has wide applicability and can also be exercised in the context of other public sector services, e.g., mass transit systems. We illustrate the process using an empirical case study at Chennai, a tourist destination in India and provide a number of substantive insights that are valid for this destination.     

Model-based approach for importance–performance analysis

The importance that users or customers attach to various services and products is an essential part of customer satisfaction surveys. Some proposals for linking satisfaction and importance can be found in available literature. The objective is to identify and understand the dimensions with high importance but low perceived quality. These dimensions are primary candidates for focused improvement initiatives. In this study, we propose to apply a class of statistical models, denoted as CUB models, generally used to estimate the feeling and the uncertainty, to measure the importance of items on observed overall satisfaction. A questionnaire with explicit variables of importance for each dimension is considered to compare the obtained ranks with the observed ones. Then the estimated importance and the perceived quality, both obtained with the CUB models, will be jointly analyzed in different datasets coming from various fields. This approach will be compared with some others reported in the literature.     

传统村落游客感知价值、地方认同对公民行为的影响

基于“认知-情感-行为”理论,构建传统村落游客感知价值、地方认同与公民行为关系模型,从游客认知、情感的视角探讨公民行为的生成机制。研究结果显示:传统村落游客公民行为不仅取决于游客对传统村落旅游价值的感知判断,还受自身对传统村落地方认同的影响;感知价值通过地方认同对公民行为产生显著影响,但不同维度的感知价值影响有所不同。基于此,建议我国传统村落保护与发展应将游客纳入其中,构建和谐文化生态,提升游客多元化感知价值,培育和引导游客自发采取有利于传统村落保护与传承的公民行为。     

Using integrated quality assessment for hotel service quality

In the age of growing foreign tourism, providing excellent quality service at hotels is increasingly more important. Service quality and customer satisfaction have gradually been recognized as key factors used to gain competitive advantage and customer retention. Most companies conducted satisfaction surveys of their customers, with a view of using analysed results to identify attributes of potential improvement. However, this kind improvement decisions on the attributes with a lower satisfaction level needs not to be appropriated. Thus, to achieve higher levels of overall satisfaction with the hotel experience, this study combined four simple methods, including Kano’s model, refined Kano’s model, Importance-Satisfaction model, and the Improvement index, to evaluate two types of hotels. The integrated approach of service quality measurement is based on the importance and satisfaction survey of the quality attributes. The survey, with 24 attributes and service items, were administrated to a random sample of 400 customers at one business hotel and one resort hotel in Taiwan. The strategies of these two kinds of hotels were compared and discussed in this study. On the basis of the key quality attributes identified by employing the integrated approach, which are significantly different from those identified on the basis of a simple satisfaction survey, hotels can make appropriate decisions on specific areas for improvement to further enhance the hotel service quality in Taiwan.     

The benefits,satisfaction, and perceived value of small business membership in a chamber of commerce

• Nonprofit chambers of commerce have a long history in western culture but little if any empirical research has been conducted to explore why a small business would join one. This study focuses on members' evaluation of chamber assistance programs and benefits and how they mediate the impact of satisfaction and the perceived customer value of paid membership for chamber services. A mail census survey of all 2019 members, in a large category‐four chamber of commerce, provided valid and reliable representation of existing membership demographics. Factor analysis identified four main benefits, whereas a LISREL model was applied to identify the mediating impact of relational benefits on satisfaction and perceived value. All four dominant benefits significantly correlated with both membership satisfaction and perceived value as did the correlation between satisfaction and perceived value. However, perceived value was found to have higher correlations with relational benefits than that of satisfaction. This study is important as it provides managers with a framework to identify and balance the benefits desired by the membership and adjust the level of expected satisfaction with perceived value in a nonprofit service‐oriented assistance organization.

Copyright © 2013 John Wiley & Sons, Ltd.     

旅游移动电子商务服务质量评价指标体系构建

探查旅游移动电子商务服务质量评价指标,可以有效指导旅游移动电子商务服务提供商将提高服务质量的重点放在关键影响因素上,从而提高资金的利用效率,获得良好的经济和社会效益。本文通过专家调查与主成分分析方法归纳出评价旅游移动电子商务服务质量的指标体系,包括可靠性、便利性、响应性、移动情景性和安全性5个一级指标和商务信息的准确性等16个二级指标。在此基础上,提出了提高旅游移动电子商务服务质量的措施。     

Pre-migration adaptation of highly skilled self-initiated foreign employees: the case of an EU agency

This study analyzes pre-migration adaptation among highly skilled self-initiated foreign employees (SFEs) of the EU Chemicals Agency in Finland (N = 95). Organizational, expatriate and acculturation perspectives were integrated to develop a model of factors predicting SFEs' psychological, socio-psychological and work adaptation in the pre-migration stage. Previous international work experience, perceived organizational prestige, satisfaction with the time, information and assistance to prepare for the relocation and quality of contact with Finns during recruitment positively predicted SFEs' pre-migration adaptation. European identification, self-esteem and relocation stress acted as mediators. The study emphasized the importance of a multidimensional approach to SFE adaptation prior to relocation.     

An application of six sigma methodology to enhance leisure service quality

Thanks to flourishing development of the service industry for the past few years, its GDP output value is over 73%, which accounts for 58% of the employment population. The leisure service industry, in particular grows by multiple revealing its significant importance. As there is a feature of high homogeneity and substitution in the same trade, the core issue lies on enhancement of service quality in an environment of keen competition. As a result, six sigma (6σ) is applied in this research to improve service quality and increase competitiveness of the leisure industry. First, the service quality model proposed by Parasuraman, A., V. A. Zeithaml, and L. L. Berry (PZB model for short) is utilized to design the items in the service quality questionnaire. Importance and satisfaction of each service item perceived by customers are based for the scale, whose means are further converted to indexes. Thus, a scale-based service performance evaluation matrix with indices of importance as the Y-axis and those of satisfaction as the X-axis is defined. Then, service factors of high importance and low satisfaction are located and defined for improvement in accordance with the index location of each service factor. A measurement model based on the difference between customers’ importance and satisfaction is proposed and a measurement index is defined for an objective evaluation method and procedures. Next, factors of customer dissatisfaction are analyzed and improvement methods are devised. Finally, leisure service quality is monitored by the performance control model.     

网络旅游信息对海南游客影响及满意度的调查分析

旅游业是基于信息的产业,网络媒体与旅游业有着千丝万缕的联系,随着互联网的普及,网络旅游信息被越来越广泛地使用。本文在目前现有研究的基础上针对网络旅游信息与旅游电子商务对海南游客的影响进行了研究。研究结果显示网络旅游信息已受到越来越高的重视,得到了人们的普遍关注,在各年龄段的人群中利用率都很高。另外,该文还进一步通过考察满意度、重游率等指标,探讨未来海南旅游企业电子商务的应对策略。     

基于BP神经网络模型的国内旅游人数预测

旅游人数的分析和预测是旅游规划与管理的关键性、基础性工作。目前旅游人数预测主要采用基于传统研究方法的预测方法。提出了一种基于BP神经网络模型的国内旅游人数预测新方法,对国内旅游人数的变化趋势进行了综合分析与预测,结果表明该方法具有较高的精度,该模型在旅游人数预测中的应用是可行的。     

Forecasting tourist arrivals using time-varying parameter structural time series models

Empirical evidence has shown that seasonal patterns of tourism demand and the effects of various influencing factors on this demand tend to change over time. To forecast future tourism demand accurately requires appropriate modelling of these changes. Based on the structural time series model (STSM) and the time-varying parameter (TVP) regression approach, this study develops the causal STSM further by introducing TVP estimation of the explanatory variable coefficients, and therefore combines the merits of the STSM and TVP models. This new model, the TVP-STSM, is employed for modelling and forecasting quarterly tourist arrivals to Hong Kong from four key source markets: China, South Korea, the UK and the USA. The empirical results show that the TVP-STSM outperforms all seven competitors, including the basic and causal STSMs and the TVP model for one- to four-quarter-ahead ex post forecasts and one-quarter-ahead ex ante forecasts.