Satisfying and Delighting the Rural Tourists

ABSTRACT

This study applies the concept of customer delight and the model proposed by Oliver, Rust, and Varki (1997 Oliver, R. L., Rust, R. T. and Varki, S. 1997. Customer delight: Foundations, findings and managerial insight. Journal of Retailing, 73(3): 311–336. [Crossref], [Web of Science ®] , [Google Scholar]) and modified by Finn (2005 Finn, A. 2005. Reassessing the foundations of customer delight. Journal of Service Research, 8(2): 103–116. [Crossref], [Web of Science ®] , [Google Scholar]) to the context of rural tourism. The model is applied to rural tourism lodgings in northern Portugal and validated using PLS technique. The results suggest that satisfaction is a more significant determinant of loyalty than delight and disconfirmation is an important predictor of both satisfaction and delight. This study further supports the conceptualization of customer delight and customer satisfaction as distinct constructs. Results may help managers of rural tourism accommodations to develop and implement more successful relationship marketing strategies.     

Tourism Destination Image and Motivations: The Spanish Perspective of Mexico

ABSTRACT

The notion that a tourist has about a certain destination is conditioned by his vision of it, and this behavior is the result of his perceptions (Baloglu &; McCleary, 1999 Baloglu, S. and McCleary, K. W. 1999. A model of destination image formation. Annals of Tourism Research, 26(4): 868–897. [Crossref], [Web of Science ®] , [Google Scholar]; Goodrich, 1978 Goodrich, J. N. 1978. The relationship between preferences for and perceptions of vacation destinations: Application of a choice model. Journal of Travel Research, 17(2): 8–13. [Crossref] , [Google Scholar]). The outcome of this information assessment process is currently known as destination image (Milman &; Pizam, 1995 Milman, A. and Pizam, A. 1995. The role of awareness and familiarity with a destination: The central Florida case. Journal of Travel Research, 33(3): 21–27. [Crossref] , [Google Scholar]). Based on the model of Baloglu and McCleary (1999 Baloglu, S. and McCleary, K. W. 1999. A model of destination image formation. Annals of Tourism Research, 26(4): 868–897. [Crossref], [Web of Science ®] , [Google Scholar]) we propose a model which explains the process of destination image formation. For testing this model, we have gathered information from residents in Spain, with Mexico as a destination. For this task, a covariance analysis was estimated by maximum likelihood with EQS.     

Culture as a Variable in the Study of Leisure

Leisure researchers increasingly have invoked culture, either implicitly or explicitly, with the claim that it accounts for differences either in leisure behavior or in attitudes, motivations, or other feelings about leisure among putatively different cultural groups. Unfortunately, they have generally been unclear on what they mean by the term “culture.” Instead, they have relied on either presumably universally understood folk definitions or on proxy measures such as nationality, language, ethnicity or race to distinguish among “cultures” and, thereby, to understand how culture allegedly affects leisure.

Unfortunately, serious problems exist with this practice. The concepts of race and ethnicity, for example, are so heavily imbued with political meanings that their worth as scientific constructs is dubious at best (Brubaker, 2004 Brubaker, R. 2004. Ethnicity without groups, Cambridge, MA: Harvard University Press. [Crossref] , [Google Scholar]; Chick et al., 2007 Chick, G., Li, C. L., Zinn, H. C., Absher, J. D. and Graefe, A. R. 2007. Ethnicity as a construct in leisure research: A rejoinder to Gobster. Journal of Leisure Research., 39: 554–556. [Taylor &; Francis Online], [Web of Science ®] , [Google Scholar]). Moreover, whether they genuinely reflect cultural differences is an empirical issue, not one to be simply assumed. Finally, comparing leisure behavior between two or more allegedly culturally different groups is by itself not evidence that any observed variations are due to culture and not something else. Hence, I have two purposes in this research reflection. First, I urge leisure researchers to determine and then report if they are intentionally using culture as an explanatory variable in their studies and, if so, to define it. Second, I recommend a type of definition because recent advances theory and methods make the culture concept useful as an independent explanatory variable.     

Mediating role of job stress between work-family conflict,work-leisure conflict,and employees' perception of service quality in the hotel industry in France

This study investigates the relationships among work-family conflict (WFC), work-leisure conflict (WLC), job stress, and quality of service. This study examines the mediating role of WLC between WFC and job stress. Also, it tests the mediator effect of job stress between WFC, WLC, and quality of service. Data were collected from employees in interaction with customers (648) in the hotel industry in France. The results indicate that WFC and WLC have a positive influence on job stress. The analyses of indirect effects tests based on a bootstrap analysis (Preacher &; Hayes, 2004 Preacher, K. J., &; Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, &; Computers, 36, 717–731.[Crossref], [PubMed] , [Google Scholar]) showed an indirect effect between WFC and job stress. Similarly, the results demonstrated that job stress mediates the relationship between WFC, WLC, and quality of service. The results of the study provide implications for managing employees in the hospitality and tourism industries.     

Transcending Emotional Community: A Qualitative Examination of Older Adults and Masters' Sports Participation

This qualitative study examined meanings of community as they developed among older adults who participate in Master's sports. Four themes emerged through data analysis that described what a sense of community meant to study participants: a shared sporting interest, comrades in continued activity, relevant life purpose, and giving back. These themes each lend general support to the four elements that constitute McMillan and Chavis' (1986) McMillan, D. W. and Chavis, D. M. 1986. Sense of community: A definition and theory. Journal of Community Psychology, 14: 6–23. [Crossref], [Web of Science ®] , [Google Scholar] sense of community construct. The findings of this study counter the claims that leisure-related experiences of community are largely episodic, emotional and fleeting, and do little to provide sustained experiences of community. This paper concludes with recommendations for further research.     

The Impact of Diversity Seeking and Volunteer Orientation on Desire for Alternative Spring Break Programs

ABSTRACT

In this study of volunteer tourism, the values affecting participants' perceptions of and attitudes toward an alternative spring break program are compared to the values affecting their perceptions of and attitudes toward their previous and ideal spring breaks. Results show that the values of fun and rewarding are associated with different preferences that are affected by participants'levels of the individual difference factors Volunteer Orientation (Mowen &; Sujan, 2005 Mowen, J. C. and Sujan, H. 2005. Volunteer behavior: A hierarchical model approach for investigating its trait and functional motive antecedents. Journal of Consumer Psychology, 15(2): 170–182. [Crossref], [Web of Science ®] , [Google Scholar]) and Diversity Seeking (Brumbaugh &; Grier, 2009 Brumbaugh, A. M. and Grier, S. A. 2009. Diversity seeking: Scale development and validation [Working paper], Charleston, SC: College of Charleston.  [Google Scholar]). Results suggest that these individual difference factors are fruitful variables for segmentation in the volunteer tourism industry. Implications for marketing programs are discussed.     

The legacy of European Capitals of Culture to the “smartness” of cities: The case of Guimarães 2012

The objective of the paper is to examine the extent to which the legacy of European Capitals of Culture (ECOC) increases the “smartness” of cities. A qualitative approach based on semi-structured interviews and desk research was used to assess the impact on the smart city's dimensions hypothesized by Giffinger et al. (2007 Giffinger, R., Fertner, C., Kramar, H., Kalasek, R., Pichler-Milanovic, N., &; Meijers, E. (2007). Smart cities—Ranking of European medium-sized cities (Report). Vienna University of Technology Retrieved November 25, 2015, from http://www.smart-cities.eu/download/smart_cities_final_report.pdf [Google Scholar]). The research revealed that this kind of mega-event reinforces the smartness of the city in which it is hosted in terms of attributes such as living, economy, people and environment. No significant legacy is observed with respect to the mobility dimension.     

Resource Investments and Loyalty to Recreational Sport Tourism Event

ABSTRACT

Sport tourism events have a marketing possibility in the Japanese tourism industry. The ultramarathon is a very popular recreational sport event in the world. This type of sport tourism event has shared with completive and enjoyment factors in relation to participant's motivation. Loyalty is a very important factor with attendance to recreational sport events. Generally, as many researchers indicated, that participants' loyalty will lead to repeat attendance or purchase. However, there is no consensus as to how loyalty develops. In the files of recreational sport tourism event research, the process leading to participants' loyalty with a specific event is not evident.

The purpose of this article is to test a conceptual framework of the development of loyalty (Morais et al., 2004 Morais, D. B., Dorsch, M. J. and Backman, S. J. 2004. Can tourism providers buy their customers' loyalty? Examining the influence of customer-provider investments on loyalty. Journal of Travel Research, 42(3): 235–243. [Crossref] , [Google Scholar]) that is grounded in resource theory. According to the proposed model, when participants and organizers invest specific profiles of resources in each other, the participants tend to develop a bond with the customer and become dedicated to maintaining a stable relationship. The model is used to discuss the mixed results of current loyalty from recreational sport event tourists to organizers and to outline future research efforts.     

From Pragmatist Discussion to Pragmatist Projects in Leisure Research

Although the paradigmatic discussion has encouraged leisure scholars to critically examine their inquiry assumptions (Parry, Johnson, & Stewart, 2013 Parry, D. C., Johnson, C. W., & Stewart, W. (2013). Leisure research for social justice: A response to Henderson. Leisure Sciences, 35, 81–87.[Taylor & Francis Online], [Web of Science ®] , [Google Scholar]), Henderson (2011 Henderson, K. A. (2011). Post-positivism and the pragmatics of leisure research. Leisure Sciences, 33, 341–346.[Taylor & Francis Online], [Web of Science ®] , [Google Scholar]) and Neville (2013 Neville, R. D. (2013). The pragmatics of leisure revisited. Leisure Sciences, 35, 399–404.[Taylor & Francis Online], [Web of Science ®] , [Google Scholar]) provided critical comments from pragmatist perspectives on the dominance of the paradigmatic framework in the leisure literature. However, it remains unaddressed what it means to adopt pragmatism for leisure researchers who undertake empirical research. The purpose of this article is to offer a starting point to apply pragmatist discussion and pragmatism to empirical leisure research projects. I first describe implications of John Dewey's pragmatism for an empirical inquiry while contrasting them with ontological and epistemological concerns in the paradigmatic schema. Second, I critically reflect upon my previous leisure research project from the Deweyan perspective. I identify several research stages wherein pragmatist leisure scholars should be aware of implications of their inquiry philosophy, including research question formulation, research design and methodological choice, and research outcome report.     

The Effects of the Image Differentiated Positioning Strategy on Airlines Consumer Behavior: An Application of the Schema Theory

ABSTRACT

The purpose of this study is to establish and test a model of the image differentiation positioning strategy in the airline industry. This study is based on the schema, which is defined as “a stored framework of cognitive knowledge that represents information about a topic, a concept, or a particular stimulus, including its attributes and the relations among the attributes” (Aggarwal &; McGill, 2007 Aggarwal, P. and McGill, A. L. 2007. Is that car smiling at me? Schema congruity as a basis for evaluating anthropomorphized products. Journal of Consumer Research, 34: 468–479. [Crossref], [Web of Science ®] , [Google Scholar], p. 470). The objectives of the study are: (a) to compare the differences between two models (schema plus tag model and subtyping model) of the schematic process; (b) to identify the relationship between the image differentiated positioning strategy and the schematic process; and (c) to assess how the schematic process influences future consumer behavior (attitude and purchasing behavior). Results showed that the airline's image differentiated positioning strategy had a positive effect on future consumer behavior through the schema.     

Psychosocial Outcomes as Motivations for Visiting Nearby Urban Green Spaces

High-density urban living means that urban green spaces are important nodes of contact with nature. This study examines expected outcomes that motivate people to seek green spaces in urban settings. A sample of Swiss residents were presented with Shin, Kwon, Hammitt, and Kim's (2005 Shin, W., Kwon, H., Hammitt, W. and Kim, B. 2005. Urban forest park use and psychosocial outcomes: A case study in six cities across South Korea. Scandinavian Journal of Forest Research, 20(5): 441–447. [Taylor & Francis Online], [Web of Science ®] , [Google Scholar]) psychosocial outcomes scale and asked which activities they choose to undertake in nearby natural areas. The most important motivations for visiting nearby green spaces were related to restoration, with social bonding as a desirable side benefit. There were few observable differences between urban and rural residents and level of education attained. Older people are motivated to visit nearby green spaces by the wish to seek social contact while younger people are motivated by the wish to seek escape and to reflect. This study contributes to the understanding of the psychosocial outcomes that residents expect from engaging in an activity in an urban green space.     

Similarities and Differences of the Effect of Country Images on Tourist and Study Destinations

ABSTRACT

The present study attempts to determine whether students hold similar or different country images when they are “buying” study abroad programs and tourism destinations. This article also tries to investigate similarities and differences in the brand personality perceptions of countries when they are considered as tourism and as study abroad destinations through the application of the brand personality characteristics model developed by Aaker (1997 Aaker, J. L. 1997. Dimensions of brand personality. Journal of Marketing Research, 34(3): 347–356. [Crossref], [Web of Science ®] , [Google Scholar]). A convenience sample of 360 students was split into two groups based on the motivation for visiting a specific country, whether for tourism or to participate in a study abroad program. The t test was used to calculate the significance of differences in country images between the two groups—those considering study abroad programs and those considering tourism destinations. The study concludes that the knowledge developed within the tourism context regarding images of countries may be applied to the context of study abroad programs.     

Leisure,work, and family: How IronMEN balance the demands of three resource-intensive roles

Building on the work of Hambrick, Simmons, and Mahoney (2013 Hambrick, M. E., Simmons, J. M., &; Mahoney, T. Q. (2013). An inquiry into the perceptions of leisure-work-family conflict among female Ironman participants. International Journal of Sport Management and Marketing, 13, 173–199. [Google Scholar]), the purpose of this study was to examine perceptions of leisure-work-family conflict among male Ironman participants, as well as the strategies and support mechanisms used to help manage their various role demands. Semi-structured interviews were conducted with 11 males who successfully completed at least one Ironman event. For these males, perceptions of inter-role conflict were minimal, despite the presence of similar demands reported in the Hambrick et al. study. Participants still emphasized the need for family and work role support, as well as specific role management strategies, namely scheduling, sacrifice, and role prioritization, to make their Ironman aspirations a reality. The impact of gender roles on perceptions of leisure-work-family conflict is also discussed.     

An Empirical Study of Corporate Entrepreneurship in Hospitality Companies

This study tests the model of the relationship between corporate entrepreneurship and strategic management, developed for the manufacturing industry by Barringer and Bluedorn (1999 Barringer, B. R. and Bluedorn, A. C. 1999. The relationship between corporate entrepreneurship and strategic management. Strategic Management Journal, 20: 421–444. [Crossref], [Web of Science ®] , [Google Scholar]), in the hospitality industry. The findings show some similar and different results from the research of Barringer and Bluedorn (1999 Barringer, B. R. and Bluedorn, A. C. 1999. The relationship between corporate entrepreneurship and strategic management. Strategic Management Journal, 20: 421–444. [Crossref], [Web of Science ®] , [Google Scholar]). Like manufacturing companies, hospitality companies perceive that corporate entrepreneurship is influenced by four strategic planning practices: environmental scanning intensity, planning flexibility, planning horizon, and locus of planning. Hospitality companies, however, consider that financial controls, not strategic controls, positively influence corporate entrepreneurship intensity. These findings have practical applications for hospitality corporations that are attempting to become more entrepreneurial, and will also help researchers to better understand the relationship of corporate entrepreneurship and strategic planning.     

Comparing Constraints to Cruising Between Cruisers and Non-Cruisers: A Test of the Constraint-Effects-Mitigation Model

ABSTRACT

This study empirically tested the constraint-effects-mitigation model (Hubbard &; Mannell, 2001 Hubbard, J. and Mannell, R. C. 2001. Testing competing models of the leisure constraint negotiation process in a corporate employee recreation setting. Leisure Sciences, 23: 145–163. [Taylor &; Francis Online], [Web of Science ®] , [Google Scholar]) across cruiser and non-cruiser groups to understand constraints to cruising. Both qualitative and quantitative methods were utilized to develop appropriate measurement scales and to test the constraint model. The model was found to have an acceptable fit to the data, which provided evidence for validating the constraint-effects-mitigation model. While the factor structure of the constraint-effects-mitigation model was found to be similar, the mean values of all measurement items and factors and some regression paths were found to be different across the two groups. More specifically, cruisers had fewer constraints to cruising, higher travel motivations and intention, and were more likely to negotiate their constraints to travel. Based on the study results, both theoretical and practical implications were recommended. It is suggested that further investigation is needed to validate the model in other study contexts.     

MEETING THE NEEDS OF TOURISTS: THE ROLE AND FUNCTION OF AUSTRALIAN VISITOR INFORMATION CENTERS

Visitor information centers are primarily responsible for promoting local tourism products and services; and consequently, have direct impacts upon the economic, social, and recreational well‐being of the region in which they are located. Research highlights the importance of tailoring center facilities and services to meet the needs and interests of the traveling public, yet there are few studies specifically designed to pinpoint visitors' information requirements. This study was conducted during the mid‐year school holidays and explores tourists' use and perceptions of 18 Australian visitor information centers in Queensland, Victoria, Western Australia, and Northern Territory. It uses Pearce's (2004 Pearce, P. L. 2004. The functions and planning of visitor centers in regional tourism.. Journal of Tourism Studies, 15(1): 8–17.  [Google Scholar]) Four Plus model to explore the functions of centers, identifies features that tourists regard as important, and provides an insight into the information needs and travel planning practices of those who use visitor information centers.     

Service Failure and Recovery in a Strategic Airline Alliance Context: Interplay of Locus of Service Failure and Social Identity

ABSTRACT

There has been a dramatic increase in the past decade in the number of strategic alliances and business networks. Yet, despite these trends in the business environment, the individual firm-customer dyad has remained the contextual focus of most services marketing research (Gittell, 2002 Gittell, J. H. 2002. Relationships between service providers and their impact on customers. Journal of Service Research, 4(4): 299–311. [Crossref] , [Google Scholar]). Using a scenario study, this research investigates the effects of service failures in a strategic airline alliance setting, with a particular focus on locus of service failure and strength of social identification, on three alliance entities—a consumer's home carrier, the alliance partner airline, and the alliance. Study findings suggest that consumers' evaluations are more stable (less extreme) when the home carrier causes the service failure. In contrast, when a lesser known entity (partner airline) causes the service failure, consumers are more willing to rate that entity harshly. Furthermore, compared to weak identifiers, strong identifiers were not only more positive in their evaluation of the home carrier but also in their evaluation of the alliance, pointing to a halo effect, whereby positive evaluations of the home carrier are transferred to the alliance. Implications of study results are discussed and directions for future research provided.     

Fostering Self-Regulation Skills in Youth: Examining the Effects of a Mentoring Curriculum in a Summer Recreation Program

This study examined the effects of a mentoring curriculum embedded within a recreation program on youth's self-regulation. Self-regulation scores were collected on 64 youth participants: 29 in the comparison group and 35 in the treatment group. Using the Behavior Rating Inventory of Executive Functions (Guy, Isquith, &; Gioia, 2004 Guy, S., Isquith, P., &; Gioia, G. (2004). Behavior rating inventory of executive function—self-report version: Professional manual. Lutz, FL: Psychological Assessment Resources. [Google Scholar]) as a measure of self-regulation, scores were collected pre-, middle, and postrecreation program. Results indicated significant (p <. 008) differences among the treatment and comparison conditions with the treatment site exhibiting greater increases in self-regulation over time compared with the comparison site. Implications from the study suggest that recreation programs are well positioned to incorporate formalized mentoring that supports the development of self-regulation in youth.     

Knowledge Dissemination in Tourism Education: A Case of Tourism Marketing

ABSTRACT

Knowledge dissemination among tourism stakeholders is vital to the overall development of tourism. Yet, this topic has been underinvestigated in past tourism literature. Taking the courses on tourism marketing as an example, this study examined what and how knowledge is being disseminated in the classroom. Based on the Sender-Message-Channel-Receiver (SMCR) model (Shannon, 1948 Shannon, C. E. 1948. A mathematical theory of communication. Bell System Technical Journal, 27(379–423): 623–656. [Crossref] , [Google Scholar]), the current study analyzed 43 tourism marketing syllabi to identify the senders and receivers of knowledge, knowledge being conveyed in the classroom, channels of communication between educators and students, and feedback of communication received from students. It is suggested that the study may help tourism scholars gain state-of-the-art knowledge of the content and formats of tourism marketing courses and facilitate knowledge dissemination in the tourism domain.     

Visitor perceptions of the role of tour guides in natural areas

This paper explores the potential of tour guides to contribute to the protection of natural areas by educating their customers through interpretation and modeling environmentally appropriate behaviors. Applying Cohen's (1985) model of the guides' role, modified by Weiler and Davis (1993) Weiler, B. and Davis, D. 1993. An exploratory investigation into the roles of the nature-based tour leader. Tourism Management, 14(2): 91–98. [Crossref] , [Google Scholar], as a framework, it examines the potential role that kayak tour guides can play in shaping the experience of visitors to one marine area, the Pacific Rim National Park. It uses two approaches to explore the perceptions of clients about the role of kayak guides using: (1) a pre- and post-trip questionnaire and (2) participant observation. Results indicate that five of the six roles were rated high in importance, but one role, the communication role, was not as important. Comparing performance with importance attached to each role revealed congruence with five roles, but lower levels of performance in relation to importance with the role of “motivator of responsible behavior”. Variability within all of the importance and performance measures suggest that for some individuals, performance did not match importance, highlighting the need to consider market segmentation in future studies. These findings are discussed within the ecotourism paradigm, and their implications for protected area management and for visitor behavior modification are considered.