基于游客满意度的旅游目的地形象建设模式——TSS

很多旅游目的地进行形象建设,仅仅考虑旅游目的地本身的形象设计,却忽略了形象接收者及游客的感知形象建设。TSS(tourist satisfaction system)模式即是以游客满意度的影响因素、旅游目的地的形象准则为立足点,进一步研究游客满意度的类型与形象建设的关系,以便旅游目的地形成一定的品牌形象效应。     

基于灰色关联分析的游客满意度研究

游客对于景区的满意程度是衡量旅游业发展的一个重要标准,在游客满意度现行研究分析的基础上,提出游客满意度研究方法及评价指标,确定了数据来源,运用灰色关联分析法,对沈阳14个景区的游客满意度进行测度,对测度结果进行了分析。     

Empirical study of destination loyalty and its antecedent: the perspective of place attachment

Due to the increasing competition in the leisure and tourism market, loyalty-related studies and researches have been gaining attention. This empirical research explores the formation of destination loyalty from the interaction of visitors with hot-spring resorts (place attachment) and examines the relationship between such a loyalty and its antecedents. Based on an attitude framework, this study conceptualizes place dependence, place identity, and behavioural intention as the tripartite framework of destination loyalty. Using the covariance structure analysis, empirical results indicated that the service quality–satisfaction–loyalty model is supported and tourist satisfaction completely mediates the effect of service quality on place dependence, place identity, and behavioural intention.     

旅游者参与、服务质量、消费情感对旅游者忠诚影响

旅游者参与是旅游者重要需求,通过参与达到正面的情感体验;在激烈的市场竞争中,实现旅游者忠诚是旅游地重要目标,因此对旅游者参与及相关变量对旅游者忠诚的影响研究具有重要意义。文章构建了旅游者参与对旅游者忠诚影响的整合模型,并提出若干研究假设。通过对武夷山观光旅游者调查获取基础数据,实证了旅游者参与、服务质量、消费情感、旅游者满意等变量的相互关系及其对旅游者忠诚的影响。研究发现,旅游者参与对服务质量、正面消费情感、旅游者满意具有显著直接正向影响,对负面消费情感具有显著直接负向影响,并通过服务质量、消费情感、旅游者满意三个中介变量对旅游者忠诚产生间接影响;服务质量通过旅游者满意对旅游者忠诚产生产生间接影响;消费情感对旅游者忠诚既产生直接影响,又通过旅游者满意对其产生间接影响;旅游者满意是旅游者忠诚的直接前因变量。最后指出研究局限及未来研究方向。     

农业观光旅游:游客满意度研究——以苏州未来农林大世界为例

农业观光旅游是以保护自然生态环境为基础、开发农业旅游资源为重点的新型农业产业。以苏州未来农林大世界五一黄金周的游客为研究对象,针对游客的满意度进行细分,从各个层面考察游客的满意度,以及影响游客满意度的因素进行分析。结果显示:农业观光旅游的认知水平普遍偏低,增加人们对农业观光旅游的认知程度十分重要,农业观光旅游经营者需要不断完善园内设施,提高服务质量。     

Consumer satisfaction and services: insights from dive tourism

This article focuses on consumer satisfaction in services within the context of tourism, and the dive tourism industry in particular. It identifies the key elements that certified, experienced recreational divers use to determine satisfaction, and discusses the relative importance of the elements. Thereafter, a framework explaining the formation of diver satisfaction is proposed – and the role of emotion is highlighted above other satisfaction antecedents. The findings have practical and academic implications for the wider realms of tourism and other service industries. This research was conducted in Zanzibar, Tanzania, using a combination of participant observation and face-to-face interviews and illustrates the power of such techniques to reach the core of consumer thoughts, actions, and feelings.     

基于灰色系统理论的旅游景区游客满意度评价研究

游客满意度是旅游景区之间竞争的焦点,对其应有科学、合理的评价方法。利用灰色系统理论对信息不完全确知的小样本系统分析的优势,可以对旅游景区满意度进行评价分析,这样就能了解到旅游景区游客满意度的影响因素与评价体系问题。     

旅游广告宣传及其对旅游动机影响分析

旅游业作为21世纪一大产业,越来越受到各国和各地区的重视。旅游产品以无形服务为核心,其产品质量不能像有形实物那样可以在购买前加以判别,其价值、质量的鉴定只能由旅游者购买之后做出辨别。而旅游动机具有易变性、依附性、追求时尚性等特点,这一切都决定了旅游与广告有着天然良好的切入点。     

Perceptions of the Ethical Climate in the Korean Tourism Industry

This study investigates the ethical climate types presented in the Korean tourism industry, the differences in the perceptions of these ethical climate types based on individual/organizational characteristics, and the influence of ethical climate types based on job satisfaction/organizational commitment. Empirical findings of this study identify six ethical climate types and demonstrate significant difference and significant influence of the proposed relationships. This research contributes to the existing body of academic work by using empirical data collected from 820 respondents across 14 companies within the Korean tourism industry, to demonstrate the relationship between actual ethical climate types and ethical climate related factors. The findings of this study identify the new factor ‹moral caring,’ which describes an environment characterized by decisions that maximize collective interest, but based on an individual employee’s personal values and ethics. Such a factor has important implications for the service industry, where face-to-face encounters typify the relationship between employee and consumer.     

旅游消费者满意/不满意(CS/D)因源的理性思考

旅游消费者满意/不满意(CS/D)是衡量旅游业经营业绩好坏的重要指标之一。进行旅游消费者CS/D因源的理论性思考为旅游经营者提高消费者满意度提供了一种强有力的工具。对旅游消费者CS/D的因源通过特定的旅游背景及一般旅游背景的过滤得以修正,并最终形成消费者即时的或延期的满意/不满意(CS/D)的评判。     

基于游客满意度分析的旅游地可持续发展研究——以台儿庄古城为例

对台儿庄古城游客在两个时间段进行问卷调查,设定10个评价要素进行满意度研究,得出台儿庄古城游客总体满意度尚可,但在传统旅游配套设施及服务功能上还存在一些问题,影响到旅游地的可持续发展。基于此提出了完善旅游配套服务功能、加强旅游市场管理、深度开发旅游商品、提升旅游服务质量等建议,期望以此来提升游客满意度,实现台儿庄古城的旅游可持续发展。     

Consumer thoughts,actions, and feelings from within the service experience

Research methods have a critical practical and academic relevance. A study of consumer behaviour within service management frequently requires the use of techniques that reach to the core of consumer thoughts, actions, and feelings. This paper analyses the rationale that can lead to the choice of participant observation as a research tool within a service industry case – a study of tourists on a long-haul inclusive tour. The paper continues with a discussion of the key practice-based concerns that are confronted through use of the research tool. While the focus of the research study relates to tourist satisfaction, it is also shown how other research areas and service management questions can be investigated through the technique.     

顷客心理受权与服务质量和满意感的实证研究

目前,大学生旅游已成为旅游业新的利润增长点,是旅游企业不可忽视的一个市场群体。通过在广州市的三所大学进行了一次实证研究,探讨了顾客心理受权的组成成分及其与服务质量和顾客满意感之间的关系。数据分析结果表明,顾客的消费能力、消费自主权、影响力是顾客心理受权的组成成分,顾客心理受权对服务质量和顾客满意感存在显著影响。     

顾客心理受权与服务质量和满意感的实证研究

目前，大学生旅游已成为旅游业新的利润增长点，是旅游企业不可忽视的一个市场群体。通过在广州市的三所大学进行了一次实证研究，探讨了顾客心理受权的组成成分及其与服务质量和顾客满意感之间的关系。数据分析结果表明，顾客的消费能力、消费自主权、影响力是顾客心理受权的组成成分。顾客心理受权对服务质量和顾客满意感存在显著影响。     

旅游景区主题体验设计:以陕北民俗文化村为例

旅游产品的核心在于体验,旅游景区必须对旅游体验给予更多的关注,使之能够满足游客的需要、需求与期望。对于旅游体验的研究,事实上已构成了旅游研究的核心内容,为此旅游景区的主题体验设计将成为旅游景区的长胜之道,是主题型旅游景区的核心竞争力所在。     

基于服务质量测度的游客满意度影响因素分析——以宏村为例

游客的满意是旅游地提高竞争力、实现旅游地持续发展的主要影响因素。基于顾客满意度感知实绩模型,从旅游服务质量要素测度入手,以皖南世界文化遗产地宏村为例,分析游客满意度情况及其主要影响因素。多元统计逐步回归分析结果表明,游客总体满意度受多因素的共同影响,其中旅游景区、导游服务、购物及餐饮等因素与宏村游客总体满意度有很强的相关性和良好的因果解释关系,宏村游客总体满意度与忠诚度(推荐意愿与重游意愿)之间的相关关系显著。     

Corporate social responsibility and employee attitudes: The moderating role of employee age

This study examines the role of corporate social responsibility (CSR) on employee engagement and job satisfaction. Using 322 responses from employees of selected companies in Ghana, and employing hierarchical regression analysis, the study examines the direct impact of economic, legal, ethical and discretionary CSR practices on employee satisfaction and engagement in organisations. The study further explores the moderating role of employee age on the relationship between CSR and employee engagement and satisfaction. The results provide evidence that economic, legal, ethical and discretionary CSR practices influence higher employee engagement and satisfaction levels at work. However, the study finds no evidence of employee age moderating the association between each of the four CSR dimensions and employee job attitudes (engagement and satisfaction). These findings are insightful and provide a response to calls for research on these issues. The study contributes to the literature by demonstrating that ethical CSR practices strongly influence employees' satisfaction and engagement levels; legal and discretionary CSR activities also have an influence, though to a lesser extent; and the economic dimension of CSR activities has the least impact. The managerial, practical and further research implications of these findings are discussed.     

Revealing travellers’ satisfaction during COVID-19 outbreak: Moderating role of service quality

User-Generated-Content (UGC) has gained increasing attention as an important indicator of business success in the tourism and hospitality sectors. Previous literature has analyzed travelers' satisfaction through quantitative approaches using questionnaire surveys. Another direction of research has explored the dimensions of satisfaction based on online customers' reviews using the machine learning approach. This study aims to present a new method that combines machine learning and survey-based approaches for customers' satisfaction analysis during the COVID-19 outbreak. In addition, we investigate the moderating role of service quality on the relationship between hotels' performance criteria and customers' satisfaction. To achieve this, the Latent Dirichlet Allocation (LDA) was used for textual data analysis, k-means was used for data segmentation, dimensionality reduction approach was used for the imputation of the missing values, and fuzzy rule-based was used for the prediction of satisfaction level. Following that, a survey-based approach was used to validate the research model by distributing the questionnaire and analyzing the collected data using the Structural Equation Modeling technique. The result of this research presents important contributions from the methodological and practical perspectives in the context of customers' satisfaction in tourism and hospitality during the COVID-19 outbreak. The outcomes of this research confirm the significant influence of the quality of services during the COVID-19 crisis on the relationship between hotel services and travellers’ satisfaction.     

近十年来国内“城市旅游”与“旅游城市”研究综述

城市旅游推动了城市的经济和社会发展,也奠定了我国整个旅游业发展的基础。而旅游城市作为一种特殊类别的城市,其发展引起理论研究者高度重视。近十年来关于城市旅游和旅游城市的研究主要涉及城市旅游竞争力、城市旅游形象、城市旅游空间、环城游憩带,以及旅游城市特征、形象和旅游城市可持续发展,城市旅游和旅游城市之间的关系等方面,研究领域和研究方法都有发展和创新。未来,该项研究应注重理论体系建设,开拓研究方法,并明确界定＂城市旅游＂与＂旅游城市＂。