The role of cognitive appraisal,emotion and commitment in affecting resident support toward tourism performing arts development

Abstract

While residents’ perceptions of tourism development have been widely explored through a rational cost-benefit lens, little is known about residents’ emotional responses and their influences on resident support toward tourism development. By integrating cognitive appraisal theory and affect theory of social exchange, this study examines the psychological factors (cognitive appraisals, emotions, and commitment) that underlie residents’ behaviors toward Tourism Performing Arts (TPA) development. Based on a survey of 435 residents undertaken in Yangshuo, China, the results reveal that outcome desirability, fairness and coping potential are significant antecedents differentiating resident positive and negative emotional responses toward TPA developments. Commitment was found to moderate the relationship between resident negative emotions and supportive behaviors and played a significant role in shaping resident behaviors. Additionally, resident support was found to be influenced by negative emotions rather than positive emotional responses toward TPA development. The findings have implications for alleviating resident hostility, cultivating commitment toward specific types of tourism, reducing community conflicts and obtaining local support for sustainable tourism development.     

Examining the impact of experiential value on emotions,self-connective attachment,and brand loyalty in Korean family restaurants

ABSTRACT

This study examines how experiential value as perceived by customers of Korean family restaurants influences consumption emotions, self-connective attachment to the restaurant brand, and, ultimately, brand loyalty. Having conducted a comprehensive literature review, the study proposes and estimates a model that specifies the interrelationships among four dimensions of experiential value (i.e., atmosphere, escapism, customer return on investment, and service excellence), and latent variables of positive and negative emotions, self-connective attachment, and brand loyalty. Analysis with structural equation modeling was conducted with data collected from customers of family restaurants in South Korea. The results show that dimensions of experiential value influence either positive or negative emotions. The emotion variables, together with self-connective attachment, also mediate the relationships between perceived value of dining experience and brand loyalty.     

Dialectical emotions in a dark heritage site: A study at the Auschwitz Death Camp

This study was designed to explore the emotional experience during the visit to the Auschwitz Death Camp, and its relationship to the perceptions of benefits gained from the visit as well as the quality of the experience. A mix method approach was adopted. Following a qualitative study, questionnaires (n = 553) were distributed in four languages. The findings which are based on the PANAS index revealed an emotional duality. The study highlights the central role of the negative emotions and the significant contribution of these emotions to visitor's satisfaction, as well as to the perceived benefits derived from the visit. The study challenges the emphasis of tourism research on positive emotions and its view of negative emotions as having a negative impact, leading to dissatisfaction with the visitor experience. The findings emphasize the need to conceptualize the visitor experience and address the positive contribution of negative emotions.     

Determinants of dining satisfaction and post-dining behavioral intentions

The purpose of this research is to empirically investigate the determinants and consequences of dining satisfaction with restaurant services. A total of 338 undergraduate business students participated in this research. Results reveal that there exist three sources of customers’ satisfaction with restaurant services: positive emotions, perceived service quality and negative emotions. Positive emotions have more impact on customers’ satisfaction than negative emotions. In addition, emotions mediate the impact of perceived service quality on dining satisfaction. Finally, satisfaction has a significant impact on recommendation, customer loyalty and willingness to pay more.     

Effects of dissatisfaction in tourist services: The role of anger and regret

Dissatisfied customers due to a service failure probably will switch the provider, will complain and/or will spread negative word-of-mouth. However, to what extent some specific emotions triggered by dissatisfaction can mediate between the latter and the previous mentioned behaviours? A sample of 359 users of restaurants and 308 users of hotel services has shown that, whereas anger has a significant influence on the three behaviours under study, regret only affects switching and negative word-of-mouth. Furthermore, slight differences between hotels and restaurants have been found because, in the case of restaurants, anger is not an antecedent of switching whereas regret has an inverse effect on complaining.     

Attribution theory and negative emotions in tourism experiences

Existing tourist emotion studies are biased toward examining tourists' positive emotions due to their positive influence on a range of post-consumption behaviors. Tourists' negative emotions have potentially a stronger influence on future behaviors, with a significant omission being how tourists explain their own and others' behavior. Using attribution theory and the psychological constructivist view of emotions, we evaluate the relationship between nine main categories of tourists' negative emotions identified in travelogues (disgust, distress, anger, fear, sadness, regret, shame, boredom, and shock) and their attributions (locus of control and stability). By analyzing 298 travelogues via an a priori approach, and using correspondence analysis, the results show that feelings of shame are attributed to self-control while feelings of distress, regret, and sadness are attributed to the behavior of other tourists. Negative emotions such as anger and disgust are attributed to stability while the negative emotion of shock is ascribed to instability. Theoretical and managerial implications are provided.     

A Study on the Moderating Role of Alternative Attractiveness in the Relationship Between Relational Benefits and Customer Loyalty

ABSTRACT

The purpose of this study was to investigate the moderating role of alternative attractiveness in the association between relational benefits (confidence benefits, social benefits, special treatments) and customer loyalty in hotel restaurants in South Korea. Data were collected from 250 hotel restaurant customers.

The data was analyzed using moderated regression analysis and subgroup analysis. The research findings are as follows: First, confidence benefits and special treatments positively affect customer loyalty. Second, alternative attractiveness has a homologizer moderating effect on the relationship between relational benefits and customer loyalty except for confidence benefits. At the end of the paper, theoretical contributions, managerial implications, limitations, and future research directions are discussed.     

Sentiment mining of online reviews of peer-to-peer accommodations: Customer emotional heterogeneity and its influencing factors

The polarized problem of customers' emotional experiences in peer-to-peer accommodations has been exposed and needs urgent solution. However, a research gap remains in understanding the emotional heterogeneity. Therefore, this study explores customers' emotional heterogeneity and drivers for peer-to-peer accommodations using deep learning technologies and social network analysis. The results reveal that: For common causes, the environment is a core driver of customer emotions; While services are not necessary to positive emotions. For special causes, price value and location can stimulate customers' positive emotions, while their absence cannot affect negative emotions; The absence of household amenities cannot hinder the formation of positive emotions; While booking information triggers customers' negative emotions. This study clarifies complex demands of customer emotional experiences in sharing economy and provides a multiple emotional heterogeneity perspective for mining the emotional causes of peer-to-peer accommodation customers. Furthermore, it contributes to implications for improving customer emotional experience with differentiated strategies.     

The antecedents of hashtag and geotag use in smart tourism: case study in Indonesia

ABSTRACT

This study aims to determine what factors that motivate users to use the hashtag and geotag features on Instagram while traveling. It also seeks to determine the relationship between using Instagram features, traveling experience, expectation, confirmation, and satisfaction on traveling journeys. This study collected data from 606 Indonesian travelers. Then, the data analysed using covariance-based structural equation modelling. Results show that the use of hashtags and geotags during traveling improve their satisfaction. Additionally, information seeking, chronicling, and etiquette are found to be influencing hashtag use. Meanwhile, geotag use are influenced by geotag enjoyment and anticipated rewards.     

Antecedents and consequences of tourists’ satisfaction in sport event: Mediating role of destination image

Abstract

In this study, we determined the causal relationship between some of the predictors and outcomes of sports tourists’ satisfaction using structural equation modeling. Motivation and involvement as predictors and behavioral intentions (WOM and intention to revisit) were considered as outcomes. The results indicated the significant mediating role of destination image in the relationship between involvement and satisfaction. So, Event organizers need to pay special attention to the psychological characteristics of tourists, such as their motivations and involvement. As a result, they can take some benefits in behavioral outcomes, such as word of mouths and intention to revisit.     

Stress and emotions at work: An adventure tourism guide's experiences

Little research has identified issues faced by tour guiding professionals and investigations of tour guide experiences have been neglected in favour of tourist experience and behaviour studies. Even less research has focused on adventure guiding experiences and potential sources of stress and emotions in this context. Studies that have investigated adventure guide experiences generally focused on guide–client interactions and sociological accounts of these experiences. Due to these gaps in the literature, and the recognised potential of psychological theories to enhance studies of stress and emotions in tourism settings, this study explored stress and emotions resulting from employer–guide interactions in an adventure tourism context from a psychological perspective. Longitudinal autoethnographical data was recorded during a river guiding season in South America. A reversal theory framework guided data analyses of key motivational states, sources of stress, and resulting emotions. Analyses identified potential transactional sources of stress and negative emotions for adventure tourism guides, and motivational states associated with stress and emotional outcomes in the employer–guide relationship. Results are discussed in relation to psychological theory and stress and coping research. Recommendations for practice, that could alleviate stressful experiences between employers and guides, are also discussed.     

Experience care: efficacy of service-learning in fostering perspective transformation in tourism education

ABSTRACT

This article presents the findings of a study, which explores the benefits of a service-learning (SL) approach from the perspective of students. The SL approach employed in this study combines theoretical discourse in human relations and personal development with active engagement in community projects. We collected 61 reflective essays from undergraduate students at an Austrian university about their impressions of the lecture and of the two community service projects they participated in. The thematic analysis of the textual data revealed that the SL approach adopted in our course largely benefitted the students. Challenge, positive emotions, affiliation, and learning are the four key dimensions which characterise the students’ experiences. Amongst the learning outcomes reported by the students, SL facilitated self-awareness, self-confidence, self-esteem, stress-resistance, enhanced communication, and problem-solving skills. Despite some challenges, SL proves to be a promising experiential pedagogical approach, which, we argue, is highly relevant to tourism management students.     

Service encounter failure,negative destination emotion and behavioral intention: An experimental study of taxi service

The relationship between transportation and tourism has not been fully explored in tourist research. The effects of transportation services at destinations, particularly with service encounter failures, on tourists' perceptions of the destinations and their behavioral intentions have not been considered. We examine taxis, a main form of tourist transportation, and assess how tourists evaluate the service encounter failures. Our sample of 308 residents in Hong Kong participated in an online experiment with a 2 × 2 between-subject experimental design. The results indicated that both dishonesty and inhospitality were regarded as attributes of taxi service failures and can contribute to tourists' negative emotions regarding destinations. The negative emotions were found to be a strong predictor of tourists' negative behavioral intentions, including their intentions to post negative online reviews and not to revisit. The implications are also discussed about managing transportation services such as taxis for destination marketing and management.     

Emotions,Mood, Flow and Motivations to Travel

Abstract

Three theories, Csikszentmihalyi's flow (1975), static versus dynamic orientation (Wicklund 1986) and mood theory were used to understand and test the impact of emotions as antecedents on motivations to travel. Significant correlations between discreet emotions and mood were found. The state of flow regarding respondents' levels of skill versus the challenges faced at work as a measure of static versus dynamic orientation resulted in explaining motivational tendencies to travel.     

College youth travelers’ eco-purchase behavior and recycling activity while traveling: an examination of gender difference

ABSTRACT

With the limited research about youth tourists’ pro-environmental behaviors, this study was designed to examine the formation of college youth tourists’ eco-friendly purchase and recycling behaviors while traveling to tourist destinations. A quantitative approach with a structural analysis was used. Our results revealed that the proposed theoretical framework satisfactorily accounted for the variance in eco-purchase and recycling behaviors. The hypothesized associations among eco-concern, attitude, social norm, anticipated affects, and sense of obligation were in general supported, and such relationships contributed to triggering pro-environmental behaviors. Findings also indicated the mediating impact of moral obligation, attitude, and negative affect, and identified the salient role of moral obligation in determining eco-purchase and recycling activities. A test of metric invariance further explored the gender difference that exists in the relationships between eco-concern and anticipated affects and between attitude and moral obligation. This research provides meaningful insights into understanding college youth tourists’ sustainable tourism behaviors.     

The effects of teppanyaki restaurant stimuli on diners’ emotions and loyalty

This research examines the influence of restaurant stimuli (i.e., chefs, service staff, other customers, food quality, and atmospherics) on diners’ emotions and loyalty to teppanyaki restaurants. In teppanyaki restaurants, chefs take orders from diners, prepare food in front of diners, and serve dishes to diners. Although the importance of chefs has been acknowledged by scholars, empirical research on the influence of chefs on diners has been scarce. To augment the literature on how chefs influence diners, this research incorporates “chef’s image” into an extended Mehrabian-Russell model (M-R model) to conceptualize diner loyalty to teppanyaki restaurants. A total of 308 diners from Taiwan were recruited. After examining their completed questionnaires, this study found that chef’s image, service quality, and food quality can affect the positive and negative emotions of diners. Moreover, other diners and restaurant atmospherics affect only the negative emotions of diners. Both positive and negative emotions can affect diner loyalty to teppanyaki restaurants. In addition, the managerial implications of this study are discussed.     

From the Eyes of an Exhibitor

Abstract

Conferences and conventions often depend on event/convention planners to produce spectacular tradeshows to support their programs. A study which focused on exhibitor needs and the perceived benefits of participation was conducted during the winter of 1999 at an International Arts Convention in the eastern United States. Exhibitors' interests in convention participation fell into four primary areas: making contacts, gaining information, gaining visibility, and booking/selling a product or service. Understanding the areas of importance to exhibitors and the services/products that are necessary for them to achieve success can go a long way toward providing a meaningful experience and an avenue for communication for both convention exhibitors and planners.     

The biochemistry behind human behavior: Implications for leisure sciences and services

Abstract

This research reflection explores the relationship between biochemistry and human behavior. More specifically, it examines the implications associated with two neural pathways in the brain, one leading to pleasure and the other to contentment. After describing how the two pathways work and where they lead, we turn the reader’s attention to the implications for leisure sciences and services, including the way we think about leisure behavior, how we plan for it, and, ultimately, how we might rethink the leisure service profession’s obligation in light of its classical philosophical foundations.     

The role of authenticity,experience quality,emotions, and satisfaction in a cultural heritage destination

ABSTRACT

Recent studies have shown the increasing importance of affective and subjective variables, such as experience quality, authenticity, and emotions in the formation of tourist satisfaction. This paper is a pioneer in jointly analysing the influence of authenticity in its double dimension, experience quality, and emotions variables on satisfaction in a cultural context. This study uses the structural equation modelling approach (Partial Least Square) and shows the direct and positive influence of objective and existential authenticity on the quality of the experience, as well as the direct and positive influence of the quality of experience on emotions. It is highly relevant to focus on both cognitive and affective dimensions of authenticity to improve the quality of the tourists’ experience. No previous studies in the literature examine the possible relationships between the different dimensions of authenticity on the quality of the experience and on emotions. The work reveals the importance of such variables in generating greater tourist satisfaction with the visited destination.