Consumption of Movie Experience: Cognitive and Affective Approaches

This study examines the structural relationships among film quality, value, and satisfaction on the perspective of moviegoers. The experience economy concept is employed as the theoretical framework, where moviegoers’ cognitive and affective evaluations are projected in fulfilling their perceived value. Moviegoers’ perceived movie attributes and experiences are assessed to evaluate the moviegoers’ satisfactions through functional and emotional values. In particular, this article investigates how four dimensions of experience mediate the effect of movie attributes on perceived value and satisfaction. A total of 565 samples were analyzed with structural equation modeling to investigate the relationship of ‘quality—value—satisfaction.’ The findings show that two movie attributes (core and peripheral) affect three dimensions of experience (entertainment, educational, and escapist), which in turn influence functional and emotional values, and moviegoers’ satisfaction. The results also confirm that emotional value is a more powerful predictor of moviegoers’ satisfaction than functional value.     

Asian and Western Cultural Differences

Abstract

The purpose of this paper is to develop a theoretical structural equation model using LISREL to determine whether cultural differences between international Asian tourists and their Australian hosts are predictors of tourist satisfaction. The study examines the way in which cultural values, rules of social behavior and perceptions of service providers influence tourist preferences for social interaction and satisfaction with tourist-host contact.

The comparison of the cultural differences goes beyond merely helping to answer the question of whether there are cultural differences and to what extent these differences vary. The paper determines the dimensions of cultural differences between these two populations. A LISREL model is used to identify the strength of the relationships between the cultural dimensions and their key indicators. Further, the study identifies the nature of the causal relationships between the cultural dimensions. The results indicate that differences in cultural values and rules of social behavior between Asian tourists and Australian hosts directly influence tourist satisfaction, and differences in perceptions of service providers directly influence tourist social interaction. Perceptions of service providers only indirectly determine satisfaction, through the mediating effect of interaction. Implications of the study results for marketers and directions for future research are discussed.     

Investigating the role of festivalscape in culinary tourism: The case of food and wine events

This paper analyses the importance of festivalscapes in determining emotions, satisfaction and future behavior of participants at food and wine events. The study applies a structural equation model (SEM) with latent variables to survey responses of visitors to the “Friuli DOC” Italian festival. The main results are that festivalscape and emotions have significant direct effects on satisfaction, which in turn has a significant effect on behavioral intention. The effects of the festivalscape on visitors' future behavior are only indirect and mediated by satisfaction. Thus, in order to enhance their visitors' behavioral intentions, festival organizers should monitor emotions and satisfaction deriving from the subjective perception of exogenous characteristics as food and wine quality, comfort and entertainment.     

Towards quality of life: the effects of the wellness tourism experience

ABSTRACT

The wellness tourism sector has experienced a significant worldwide increase. This study aimed to identify the relationships between customer experience, leisure and non-leisure satisfaction, and quality of life in wellness tourism. Specifically, customer experience was evaluated with four dimensions of the experience economy: entertainment, educational, esthetic, and escapist. The findings of this study indicate that customer experience influences leisure satisfaction, which consequently leads to non-leisure satisfaction. It was also found that both leisure and non-leisure satisfaction contribute to customer quality of life. This study provides industry practitioners with practical knowledge for promoting traveler quality of life through wellness tourism and designing effective marketing strategies to this end.     

The effects of interactional fairness on satisfaction and behavioral intentions: Mature versus non-mature customers

Given the growing number of mature people, mature consumer behavior has become an increasingly important area of interest to marketers. This article focuses on the effects of interactional form of service fairness to mature customers as compared to non-mature in the U.S. restaurant industry. Following a two-step approach, this study investigates how age differences moderate the relationships between interactional fairness and satisfaction/behavioral intentions. This research stresses the mediating role of satisfaction between interactional fairness and future behavioral outcomes. The findings have important implications for the successful management of customer relationships in a restaurant setting. Limitations and future research directions are also discussed.     

Tourist Motivation with Sun and Sand Destinations: Satisfaction and the Wom-Effect

To study the tourist consumption process, the present work suggests a new conceptual framework of tourist motivation. This framework for tourist motivation proposes causal relationships for important constructs in the consumption process: between motivations to travel, tourists' satisfaction, and intentions to communicate with others by word-of-mouth (WOM). A review of current tourism and marketing literature suggests two body-related dimensions (i.e., sun and warmth, fitness and health) and two mind-related dimensions (i.e., culture and nature, escapism). The study tests an instrument to measure the dimensions of tourist motivation. A research model investigates the relevant relationships among the constructs and uses a structural equation modeling (SEM) approach. Analysis of 1,222 outbound charter tourists from Norway tests the model. The results confirm that body and mind are useful as a framework to assess tourist motivations. People have many motives for visiting sun and sand destinations. Satisfaction was, as expected, found to impact WOM. However, only mind-related motives affect satisfaction with the destination, and tourists prefer to talk about culture and nature motivations, in particular, to others. These findings are of great importance due to the great influence of WOM in tourism marketing. The findings point to the importance of recognizing the differences in tourist motivation for traveling and what tourists are inclined to tell others when arriving back home.     

The Effect of Technical and Functional Quality on Guests’ Perceived Hotel Service Quality and Satisfaction: A SEM-PLS Analysis

Numerous models on perceived service quality are discussed in literature besides SERVQUAL including technical and functional quality model. Functional quality attributes have been well studied but studies about technical quality attributes are rather limited. This article aims to integrate existing frameworks and propose antecedents towards perceived service quality and resulting customer satisfaction. A total of 204 questionnaires were collected from the guests staying at hotels in Malaysia. Partial least squares (PLS-SEM) method was employed to test the proposed relationships. Findings from the study support the significant relationship between functional quality, technical quality, overall perceived service quality and guest satisfaction. Furthermore, the first order constructs on the designated second order constructs support that both functional quality and technical quality as second order reflective constructs with five and three first order dimensions respectively. Practical implications and limitations of the study are discussed in detail.     

Quality,Satisfaction and Customers’ Future Intention: The Case of Hotels’ Fitness Centers in Cyprus

In an era of fierce competition, financial hardship, and volatile customer expectations the hospitality industry is seeking out new revenue centers that can both enrich the customer experience, and contribute to financial success. Capturing the attention of the industry, fitness centers have become a fundamental component of the contemporary hospitality experience with numerous strategic, operational and tactical implications. Responding to the need for further empirical investigation, the study, by adopting a quantitative methodology, holistically investigates quality, satisfaction, and behavioral intention in fitness centers currently operating in upscale hospitality establishments in Cyprus. Findings suggest that satisfaction with the provision of fitness services in hotels is primarily associated with the dimensions of employee behavior and workout facilities. Moreover, workout facilities was the only quality dimension which was significantly associated with the respondents’ intention to renew their membership, whereas a strong relationship between satisfaction and future intention was substantiated.     

Service Quality,Relationship Outcomes,and Membership Types in the Hotel Industry: A Survey in Korea

With the ongoing attention to long-term relationships between service providers and customers, this study delved into such influential factors that include service quality and its relationship outcomes (trust, satisfaction, and continuance commitment), and those relationships among variables along with membership effects in the hotel industry. Survey data from 300 hotel customers in Korea were used to test hypotheses using structural equation modeling. Findings are as follows: interaction and environment service quality had a positive impact on trust, whereas outcome service quality had a positive impact on satisfaction. Additionally, trust was positively associated with satisfaction, and satisfaction was positively associated with continuance commitment. Memberships could strengthen the positive relationships between outcome quality and trust, interaction quality and customer satisfaction, and trust and continuance commitment. From these findings, hotels should improve service quality, generate customers' trust, satisfaction, and continuance commitment, and induce them to the membership programs for long-lasting relationships with them.     

Justice perceptions and drives of hotel employee social loafing behavior

Justice perceptions, justice-related satisfaction, employee commitment, and turnover intention are several positive or negative factors influencing employee social loafing behavior. This study analyzed the relationships between these variables in the context of China's hotel industry. A total of 585 valid responses were collected from employees within different departments at 43 hotels in mainland China. Lisrel 8.80 software was used to test structural equation models and hypotheses in this study. Results show that employee commitment is an important mediator, while turnover intention is the main drive of employee social loafing behavior, and justice-related satisfaction significantly influences employee commitment. Findings of this study can be instructive to hotel managers to improve service quality and guests’ satisfaction with hotels.     

Examining Relationships among Expo Experiences,Service Quality,Satisfaction, and the Effect of the Expo: The Case of the Expo 2012 Yeosu Korea

The enduring legacy of a mega-event can be the unique opportunities it provides for visitors. Thus, focusing on the visitors’ experiences should be a priority for the tourism industry. Festivals and mega-events are typical experiential products that provide high-quality experiences in the field of tourism. This study examines Pine and Gilmore's concept of the experience economy in the context of a mega-event. Specifically, the relationships among Expo experience, quality, satisfaction, and the effect of the Expo 2012 Yeosu Korea are examined. This study empirically tests whether the Expo experience and Expo quality influence visitor satisfaction. It also investigates whether visitor satisfaction influences the effect of the Expo. A self-administered survey was conducted for visitors (N?=?377) of the Expo. The results of testing Pine and Gilmore's concept of the experience economy reveal that among four dimensions, esthetic experience followed by entertainment experience were the most important experiences influencing visitor satisfaction. The results also show that the effect of the Yeosu Expo was determined by Expo satisfaction. However, the findings indicate that educational and escape experiences were not closely related to satisfaction for Expo visitors.     

From hotel career management to employees’ career satisfaction: The mediating effect of career competency

The purpose of this study is to explore the relationships between perceived hotel career management, career competency, and career satisfaction. It also aims to examine the mediating processes through which hotel career management contribute to employees’ career satisfaction. Results from structural equation modeling (SEM) show that career competency mediates the effects of three dimensions of hotel career management (career appraisal, career development, and career training) on career satisfaction. The article concludes with implications for theory development and management practice.     

Understanding the dynamics of the quality of airline service attributes: Satisfiers and dissatisfiers

This research aims to determine the relationship between the quality of airline service attributes and overall satisfaction. Although a number of relevant studies have reported a linear relationship (or symmetric effect) between the two concepts, this work suggests that attribute quality exerts heterogeneous effects on satisfaction or dissatisfaction. A total of 157,035 consumer data from online reviews have been analyzed to achieve the research objective. In accordance with Herzberg, Mausner, and Snyderman’s (1959) two-factor theory, the findings of this research have determined that the quality of certain service attributes, such as cleanliness, food and beverages, and in-flight entertainment, affects the variations of positive ratings as a satisfier. Other airline service attributes, such as customer service and check-in and boarding, influence the deviations of negative ratings as a dissatisfier. Apart from airline attributes, the individual features and types of airline products have been estimated to improve the understanding of such relationships. In this regard, this study provides important implications to customer-centric marketing in an airline marketplace.     

Customer value in tourism and hospitality: Broadening dimensions and stretching the value-satisfaction-loyalty chain

Customer value research consists of two main streams, with broad recognition in tourism literature: value dimensions (intra-variable perspective) and relationships among value, satisfaction and loyalty (inter-variable perspective). The conceptual framework reviews and categorizes graphically both streams, evidencing the need of research combining both perspectives. The empirical study uses PLS to validate among a sample of 340 hotel guests, a comprehensive causal model with a high number (eight) of value dimensions -functional (efficiency and excellence), social (status and esteem), hedonic (aesthetic and entertainment) and altruistic (ethics and escapism). Moreover, the model adds to previous works a) a second order value construct within the value-satisfaction-loyalty chain, b) the distinction between affective and cognitive satisfaction. All effects are highly significant in this intra-inter approach. Findings are relevant for practitioners by posting a multifaceted value provision and for scholars by revisiting customer value and satisfaction: a higher order measure embedded in a doubled chain.     

Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives

Using the decision- and experiential-oriented perspectives as theoretical guides, this article reported an empirical assessment of service quality in restaurant operations. We proposed and tested a conceptual model of service quality using structural equation modeling. Using data from a sample of 284 customers from two large full-service restaurants in southern China, we investigated the relationships of service quality, customer satisfaction, and frequency of patronage. The results supported the significant links between service quality and customer satisfaction, service quality and repeat patronage, but not customer satisfaction and repeat patronage. The study has provided important insights into service quality and customer satisfaction in the field of restaurant operations.     

Audience Members’ Motivation,Satisfaction, and Intention to Re-visit an Ethnic Minority Cultural Festival

This study investigates the relationships among audience members' motivation, satisfaction, and re-visit intentions at an ethnic minority cultural festival. As an empirical study, an on-site survey was conducted at the 2009 Fe?ta–Croatian Food and Wine Festival in Adelaide, South Australia. The results of the study identified eight main motivational dimensions for ethnic minority cultural festival attendance: “community support,” “escape,” “knowledge/education,” “food, wine, and entertainment,” “novelty,” “family togetherness,” “marketing,” and “socialization.” The findings of this study also confirm the implication that festival audience members' motivation is an immediate antecedent of overall satisfaction and likelihood of future attendance, and that the level of a festival audience members' overall satisfaction has a direct impact on the likelihood of future attendance. These findings offer important implications for public or private festival and event organizations, state governments, and local communities that have an interest in creating and staging ethnic minority cultural festivals.     

Examining relationships among perceived benefit,tourist experience and satisfaction: the context of intelligent sharing bicycle

Intelligent sharing bicycle has been a new fashion in China and appeals to more and more tourists. To better understand the experience of tourists traveling on sharing bicycle, this study explored the influence of perceived benefit of sharing bicycle on different perceived experiences, including escape, entertainment, esthetic and educational experiences. The relationships between these experiences and perceived satisfaction were also tested. An effective questionnaire survey was conducted for 296 tourists in Chengdu, China. The results of the study show that perceived benefit significantly relates to all the four dimensions of experience. However, only entertainment and esthetic experience seem to affect tourist satisfaction in this context. The relationship among educational experience, escape experience and tourist satisfaction are insignificant. Theoretical and practical implications of the study results are discussed for further research.     

An empirical analysis of green convention attendees' switching intentions

This study aims at proposing to test a research model to gain a better understanding of the relationships among the dimensions of experiential quality, green experiential satisfaction, green alternative attractiveness, green service fairness, green variety-seeking, and green switching intentions. The study's findings are based on structural equation model analysis of a convenience sample of 650 attendees at the 13th International Green Building and Energy-Savings Exhibition 2016 in Chongqing, China. The results of this analysis contribute to the services marketing theory by providing additional insights into green switching intentions, the dimensions of experiential quality, green experiential satisfaction, green alternative attractiveness, green service fairness, and green novelty-seeking. The study's results will assist green convention management in developing and implementing market-orientated service strategies to increase the dimensions of experiential quality and green experiential satisfaction, enhance green alternative attractiveness, green service fairness, and green novelty-seeking, and decrease green switching intentions.     

VALUE, SATISFACTION AND BEHAVIORAL INTENTIONS IN AN ADVENTURE TOURISM CONTEXT

The growth in demand for adventure tourism has been significant in recent years. This study applied an existing marketing framework and empirically examined the relationships between value, satisfaction, and behavioural intentions in an adventure tourism context. Four hundred and two respondents provided their perceptions of the value for an adventure tour in Australia. Customer value was conceptualised as a multidimensional construct and indeed three value dimensions had strong, positive influences on customer satisfaction and behavioural intentions in an adventure tourism setting. Value-for-money was prominent, but also emotional value and novelty value were also significant predictors of satisfaction and future intentions. The present study suggests that researchers should take a broader, holistic view of value in a tourism context.     

Spatial and human crowdedness,time pressure,and Chinese traveler word-of-mouth behaviors for Korean restaurants

This study aimed to examine the perceived crowdedness (Human, Spatial), emotions, customer satisfaction, and WOM intentions relationships while visiting a crowded restaurant in Korea. Additionally, it estimated the potential moderating role of perceived time pressure on the proposed structural model. The obtained cross-sectional survey data was evaluated and validated utilizing a systematic analysis process. The results indicated both significant and insignificant relationships of spatial crowdedness and human crowdedness to generate positive and negative emotions. It also determines the critical role of perceived time pressure in moderating the relationship between satisfaction and WOM intentions. The implications for marketing managers and future research directions in restaurants were also discussed.