Measuring customer experience in situ: The link between appraisals,emotions and overall assessments

Customer experience is frequently researched using one-off recall studies, missing the opportunity to assess the momentary fluctuations associated with consumption in real time. To address this gap, this study investigates how specific experience appraisals of an event affect emotions at different points in time, as well as determining how these appraisals contribute to overall satisfaction, recommendation, and repeat visitation. Fifty-one event goers report their experiences on four occasions (three during and one post event). Results show appraisals of having fun predict feelings of joy at each of the three sampling periods, whereas appraisals of sensory experience predict feelings of inspiration. Overall, sensory appraisals at Time-2 and appraisals of fun at Time-3 are associated with higher ratings of recommendation and repeat visitation. This research extends the understanding of customer experience by demonstrating the differential role of appraisals and emotions in real time and the flow-on effects to post experience assessments.     

Destination image as a mediator between perceived risks and revisit intention: A case of post-disaster Japan

Despite the significance of perceived travel risk and destination image, relatively few studies address the effect of perceived travel risks on the formation of destination image, and the mediating role of destination image. This study draws new insights by examining (1) the effects of perceived risks on destination image, and (2) the mediating role of destination image between perceived risks and revisit intention of repeat tourists to a risky destination. With perceived risk and destination image being empirically distinctive constructs, findings revealed that perceived socio-psychological and financial risks influenced both cognitive and affective destination images. Perceived physical risk did not have a significant influence on destination image, although it directly affected revisit intention. Additionally, destination image significantly mediated the relationships between two risks, namely, perceived socio-psychological and financial risks, and revisit intention. Several managerial implications concerning the management of risk perceptions and the promotion of risky destinations are discussed in this study.     

旅游地属性与旅游者感知态度和购后行为的关系——以九寨沟风景区为例

识别旅游地的属性对于旅游地形象、满意度以及旅游者的重游意愿和推荐意愿的效用是非常重要的.本文以九寨沟风景区为案例,采用因子分析和回归分析等方法,研究发现:①九寨沟风景区地方属性可以分为资源价值和人文环境氛围、接待服务、自然旅游资源和环境3个维度.②不是九寨沟所有的地方属性都对其形象的形成、满意度、重游意愿和推荐意愿有显著作用,在18个属性中只有11个属性与旅游者的感知态度和购后行为有关.可以构建旅游地属性与旅游者的感知和态度关系的结构模型.③九寨沟风景区地方属性的效用和感知质量的高低是不完全耦合关系.研究可以为旅游地的旅游开发与管理提供建议,有助于旅游地采取针对性的改善措施与市场营销策略.     

Examining the effect of novelty seeking,satisfaction, and destination image on tourists’ return pattern: A two factor,non-linear latent growth model

With many destinations relying on repeat business, intention to revisit has become an important research topic. As revisit intention changes over time, this paper proposes the use of a latent growth curve to model the developmental trajectory of return behavior. The proposed model was tested in two steps in AMOS 16.0 using SEM methodologies to investigate the effects of novelty seeking, destination image and overall satisfaction levels across intent to revisit trajectories using data collected among French, English, and German travelers. Findings indicate that both novelty seeking and low satisfaction among travelers temper immediate intent to return. Conversely, a positive image of the destination enhances both immediate and future intentions to return.     

Corporate image and destination image: the moderating effect of the motivations on the destination image of Spain in South Korea

The research objective is to analyse the destination image and corporate image of Spain among the Korean university population. We study the moderating effect of the motivation between two potential groups of tourists, escapers (tourists who travel for relaxation) and seekers (tourists who travel for seeking culture). Information was collected in South Korea via a questionnaire and the data were analysed using structural equation and multi-group analysis. For both groups, the results show that the corporate image has influence on the cognitive component of the destination image, motivation impacts on the cognitive and affective dimensions, and the cognitive component effects the affective component.     

Tourism development and the tourism area life-cycle model: A case study of Zhangjiajie National Forest Park, China

The conceptual framework of the Tourism Area Life Cycle (TALC) has been frequently examined since it was first proposed by Butler in 1980. However, few studies have applied the concept to national parks and other protected areas. This paper examines the applicability of the model to China's Zhangjiajie National Forest Park. In addition, both external and internal factors affecting the park's tourism development as well as the environmental, social, and economic changes of the area are also discussed. Results indicate that the park has experienced the first four stages as described in Butler's 1980 seminal paper [The concept of a tourist area cycle of evolution: Implications for management of resources. Canadian Geographer, 24, 5–12]. Currently, the park is in the consolidation stage. Both governments and the private sector are major players as catalysts for the park's tourism development from one stage to the next. While the local or even regional economy has become increasingly dependent on tourism, the park has also been experiencing noticeable transformation and loss of traditional cultures since its inception in 1982. Finally limitations to the current paper are outlined.     

Tourism expansion, tourism uncertainty and economic growth: New evidence from Taiwan and Korea

This study examines the causal relationship between tourism expansion and economic growth in two Asian countries: Taiwan and South Korea. An EGARCH-M model with uncertainty factors is employed to examine the direction of causality between tourism expansion and economic growth, as well as the impulse impacts of uncertainty on both variables. The results indicate that the tourism-led economic growth hypothesis is supported for Taiwan while a reciprocal causal relationship is found for South Korea. The significant impacts of uncertainty on growth are also identified.     

Tourism and water use: Supply, demand, and security. An international review

This article reviews direct freshwater consumption in tourism from both quantitative and qualitative viewpoints to assess the current water demand of the tourism sector and to identify current and future management challenges. The article concludes that even though tourism increases global water consumption, direct tourism-related water use is considerably less than 1% of global consumption, and will not become significant even if the sector continues to grow at anticipated rates of around 4% per year (international tourist arrivals). The situation differs at the regional level because tourism concentrates traveller flows in time and space, and often-in dry destinations where water resources are limited. Furthermore, the understanding of tourism’s indirect water requirements, including the production of food, building materials and energy, remains inadequately understood, but is likely to be more substantial than direct water use. The article concludes that with expected changes in global precipitation patterns due to climate change, it is advisable in particular for already water scarce destinations to engage in proactive water management. Recommendations for managing tourism’s water footprint are made.     

Destination images,holistic images and personal normative beliefs: Predictors of intention to revisit a destination

This research examines the complex relationship between destination image components and behavioral intentions, incorporating two pivotal but unexplored in related literature constructs, namely holistic image and personal normative beliefs (PNBs). Previous studies incorporating destination images as predictors of intention to revisit have mostly investigated their direct effect. This research integrates holistic image as a mediator and PNBs as a moderator. The findings verify the mediating role of holistic image for predicting tourists' intention to revisit a destination, supporting a partial and a full mediation. Interestingly, only affective and conative images contribute to the prediction of tourists' intention to revisit a destination through the holistic image towards this destination. Moreover, PNBs moderate the effect that conative destination images have on tourists' holistic image. Practically, the research highlights factors that affect tourists' tendency to select a tourism destination, which can serve as a basis for tailoring the effective positioning of destinations.     

Structural effects of cognitive and affective reponses to web advertisements,website and brand attitudes,and purchase intentions: The case of casual-dining restaurants

This study investigates the structural relationships among responses to website advertisements, website attitudes, brand attitudes, and purchase intentions in the case of web advertisements for casual-dining restaurants. Responses toward advertising (Rad) factors were categorized as cognitive responses and affective responses. The SEM model in LISREL was used to examine the interrelationships among the proposed hypothesized constructs. Several empirical results were obtained. First, Rad had a positive effect on website attitudes. Second, website attitudes had a positive effect on brand attitudes. Third, brand attitudes had a positive effect on purchase intentions. Finally, some discussion and implications of the study are provided.     

The Importance of Quality,Satisfaction, Trust,and Image in Relation to Rural Tourist Loyalty

In the past decade, tourism firms have become aware of the great benefits of maintaining a solid base of loyal customers. Because rural tourism is a relatively new phenomenon in some countries, the main antecedent of tourism loyalty remains infrequently studied in rural lodgings. In this work, a structural equations model is explored, with PLS technique, giving relevance to the interrelationships among image, quality, satisfaction, and trust and among these variables and the tourists' behavior variables. Instruments are identified and exploratory research was undertaken among rural tourists of the main rural lodgings in two border regions of Spain and Portugal. The results confirm image as a direct antecedent of perceived quality, satisfaction, trust, and loyalty for rural tourism, too. The analysis also confirmed that quality has a positive influence on satisfaction and loyalty, and trust has a positive influence on loyalty. Image is shown as a key factor to rural lodging managers. This study may help rural tourism managers to develop and implement effective relationship marketing strategies.     

Partnerships in International Travel and Tourism Marketing: A Systems-Oriented Approach Between Australia,New Zealand,Germany and the United Kingdom

Abstract

Little empirical research has been conducted about international partnerships between travel and tourism organisations, airlines and their intermediaries such as wholesalers and travel agents. Nevertheless, these partnerships are important because tourism is becoming more international and most destinations have to compete at a global level. Moreover, both producers and intermediaries are increasingly using information technology to increase their knowledge and relationship with customers. Thus this research set out to develop and empirically confirm a systemic model of these partnerships and four related research objectives. The methodology involved multiple case studies based on in-depth interviews with key players in Australia, New Zealand, the United Kingdom and Germany. The first outcome is a confirmation of the systemic model. In addition, the findings show the reasons for engaging in partnerships and the scope for further partnerships among the industry players. As well, the findings show that while ‘disintermediation’ may occur because of the advancement of communication technology, the linkages between travel and tourism organisations, airlines and intermediaries are still significant. Our framework can assist public and private travel and tourism organisations to mutually develop and manage marketing strategies and tactics for overseas markets.     

Investigating the Structural Relationships Between Food Image,Food Satisfaction,Culinary Quality,and Behavioral Intentions: The Case of Malaysia

This study was designed to test a theoretical model determining the relationships among tourists' perceived food image, food satisfaction, culinary quality, and behavioral intentions. The structural relationships between the variables were examined by adopting a structural equation modeling (SEM) approach, and the empirical data was collected in Malaysia. Analysis of findings revealed that (a) tourists' perceived food image played a role in directly influencing food satisfaction and quality of culinary experience (culinary quality); (b) food image influenced tourists' behavioral intentions through culinary quality; (c) tourist satisfaction with their food experience directly affected perceived quality of their culinary experience and behavioral intentions; and (d) tourists' behavioral intentions were directly affected by their evaluation of culinary quality. This study concluded that food was an imperative contributor in destination tourism due to its capability in influencing tourists' perceived image, food satisfaction, culinary quality, and consequently impacting tourists' behaviors in the selection of a travel destination.