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.     

Tipping Behavior of Diners in Three Upscale Chinese Restaurants in Hong Kong

This study intends to fill a gap in the literature and explores customers' tipping behaviors in the Chinese foodservice industry. The main focus of this study is to test a model that examines the influences of “food quality”, “service quality”, “conformity”, “universalism”, “reputation”, “likelihood of return” and “overall meal satisfaction” on tip size. A survey was conducted with 611 restaurant patrons in three selected Chinese restaurants in Hong Kong. The findings of this study reveal that five of these seven factors were found to be good predictors of overall satisfaction except “universalism”. However, the overall impact of these seven factors on tip amount was small. Implications of the findings were discussed and directions for future studies were included.     

Exploring Tourist Perceived Value: An Investigation of Asian Cruise Tourists' Travel Experience

The present study explores Asian cruise travelers' perceived value of the travel experience and the effect of perceived value on satisfaction and behavioral intention. To measure Asian travelers' multi-dimensional perceived value, a cognitive-affective perceived value model was utilized. Survey items were adapted from cruise travel attribute items and SERV-PERVAL scales. Exploratory factor analysis was performed to identify travelers' cognitive and affective perceived value. Structural Equation Modeling (SEM) was conducted in order for researchers to examine how tourists' multi-dimensional perceived value construct affected travelers' satisfaction and behavioral intentions. Statistical results showed that Asian cruise travelers have four sub-dimensions of cognitive perceived value: “facility,” “food & beverage (F&B),” “entertainment,” and “staff.” Affective perceived value was measured by emotional response measurement items. The current study indicated travelers' perceived value of the cruise experience affects travel satisfaction and travelers' behavioral intention.     

Will you miss me if I am leaving? Unexpected market withdrawal of Norwegian Joy and customer satisfaction

The first “Made in Germany, Designed for Chinese” luxury cruise, Norwegian Joy, announced an unexpected Chinese-market-withdrawal decision on July 14th, 2018, less than a year after her maiden voyage from Shanghai. How does customer satisfaction change as a response to a cruise's market-withdrawal decision? By resorting to the confirmation of expectation theory, our paper highlights satisfaction as being a function of the baseline effect of expectations plus perceived disconfirmation of expectations. We propose that customer satisfaction will rise because the withdrawal decision implies strategic mistake of the cruise and therefore lowers customer expectation. Drawing on customers' comments on the largest travel agency website in China, we conducted sentiment analysis and used ‘difference in difference’ statistical approach to test our hypothesis. Results show that customer satisfaction increased after Norwegian Joy's withdrawal announcement.     

Perceptions on quality customer service in the hospitality industry in Papua New Guinea: an evaluation

The purpose of this study is to identify any quality customer service gaps in the hospitality industry in Papua New Guinea (PNG) and to test the significant values of each of the necessary variables that make up the component of quality customer service in the hospitality sector. A survey has been done among a group of 197 visitors in hospitality firms. Results revealed that the hospitality industry in PNG had a major service gap in the area of “Personalized Service and Empathy”. This gap includes areas such as serving customers' best interests, never too busy to respond to questions, and understanding of specific needs. The study also identified that the major predictors for overall customer satisfaction were “Tangibles” and “Financial Competence and Reliability”, which had a significant negative effect on customers' satisfaction.     

Residents' Perceived Impacts of Gaming Development in Macau: Social Representation Perspectives

The purpose of the research was to provide a better understanding of local residents' perceived impacts of gaming tourism based on social representations theory. An empirical investigation was conducted in Macau, where gaming tourism is under explosive development. Through a survey of 396 local residents, two social representation groups were identified: “Ambivalents” and “Rationalists”. The two social representation groups presented significantly different perceptions and attitudes toward the impacts of gaming tourism in Macau. The three most significant factors that influenced residents' representations were personal income, perceptions of gaming tourism being able to increase personal/family income, and satisfaction with government performance in managing gaming tourism development. The research provides theoretical implications for future gaming impact studies and also practical ones for local governments and stakeholders in the tourism industry in Macau and other gaming destinations.     

Factors Affecting Tourist Satisfaction with Theatrical Performances: A Case Study of The Romance of the Song Dynasty in Hangzhou,China

This study, for the first time, attempts to explore the factors affecting tourist satisfaction with a theatrical performance, The Romance of the Song Dynasty in Hangzhou, China. Four factors are identified to have affected tourist satisfaction: “Performance,” “Venue Environment,” “Service,” and “Stage Facilities.” These theatrical performance factors are examined to assess the relative influence on tourist overall satisfaction. Tourists have the highest satisfaction with “Stage Facilities” among all factors; however, “Service” is the most influential predictor of tourist overall satisfaction. Tourist demographic and travel characteristics toward these four theatrical performance factors reveal several significant differences. Discussions and implications are provided to theater operators to improve tourist satisfaction with theatrical performance not only in Hangzhou, but also in the whole of China.     

A Critical Investigation of the Bargaining Behavior of Tourists: The Case of Hong Kong Open-Air Markets

Shopping has long been recognized as an indispensable tourist activity. Hong Kong's open-air markets, where a multitude of bargaining activities can be observed, ranked as the second most popular of the island territory's diverse range of attractions in 2008 in terms of tourist arrivals. To develop cutting-edge marketing strategies that promote tourists' enjoyment of their bargaining adventure and ultimately enhance the overall shopping experience, the study reported in this article was aimed at identifying the dimensions underlying tourists' perceptions of the importance of 18 bargaining motivators and 12 bargaining attitudes and types of bargaining behavior, respectively, and subsequently evaluating the predictability of these underlying dimensions on tourists' shopping contentment indicators (overall bargaining satisfaction, the likelihood of a subsequent visit, and the likelihood of recommending open-air markets to others). A non-probability quota sampling technique was used to survey 203 Asian and non-Asian tourists in Hong Kong. A multivariate approach encompassing factor analysis and multiple regression was employed: Factor analysis delineated four underlying dimensions of factors affecting bargaining intentions. “Value for money” was shown to be the factor rated most important to tourists' bargaining intention; similarly, two underlying dimensions of bargaining attitudes and behavior—“bargain for psychological well-being” and “bargaining intensity”—were identified. Multiple regression results indicated the statistical significance of “bargaining for psychological well-being” and “bargaining intensity” to the existence of positive relations between shopping contentment indicators.     

Mainland Chinese Canadian Immigrants' Leisure Satisfaction and Subjective Well-Being: Results of a Two-Year Longitudinal Study

ABSTRACT

The purpose of this study was to examine whether recent Chinese Canadian immigrants' (a) leisure satisfaction, happiness, and life satisfaction changed over a two-year period and (b) if leisure satisfaction affected their subjective well-being (SWB) over this same period. Participants completed an initial, trilingual telephone questionnaire (N = 220) and then were recontacted every six months for two years. Hierarchical linear modeling indicated that leisure satisfaction decreased over the two-year period, likely because of “leisure shock,” employment of a “withdrawn” strategy, or both. The results also showed that leisure satisfaction significantly and positively affected happiness and life satisfaction. Study limitations are identified, theoretical and practical implications are discussed, and future research recommendations are outlined.     

Testing the proposed “GuidePerf” scale for tourism: performances of tour guides in relation to various tour guiding diplomas

The satisfaction perceived from the performance of tour guides (TGs) affects tour operators and other services in the tourism industry. As the tour guiding performance becomes more crucial in service quality and tourist satisfaction, education also becomes a critical tool to enhance the tour guiding performance. Using semi-structured, face-to-face interviews with seven TGs in Cappadocia/Turkey and employing content analysis of the data, the Tour Guide Performance Scale (GuidePerf) was developed in this particular study. Reliability and validity of GuidePerf were supported by exploratory factor analysis and confirmatory factor analysis. The scale was composed of 18 items and three dimensions, namely: “personality and efficiency,” “presentableness,” and “proficiency.” Proceeding to the next step with the approval, the GuidePerf was conducted on the tour participants (TPs) who were guided by three different TG types in terms of the education they had received. The results revealed that there is significance when “presentableness,” and “proficiency” dimensions are considered.     

Shopping experiences: International tourists in Beijing's Silk Market

This study examines international tourists' experiences in Beijing's Silk Market, one of the China's most well-known tourist markets. Tourists' spontaneous reviews on TripAdvisor were analyzed through Leximancer, a computer-assisted qualitative data analysis software. The study confirms that markets can be major tourism attractions and can provide important experiences for international tourists. Most international tourists were impressed with their Silk Market trip. The dominant narratives of their experiences were the “price” of the items they “bought”, the “fun” of “bargaining”, and the “fake” quality of the products. Further analyses show that different satisfaction groups used somewhat different narratives to represent their shopping experiences and that male international tourists enjoyed the Silk Market experiences more than their female counterparts.     

Satisfaction measures with monetary and non-monetary components: Hotel’s overall scores

Hotel scores are critical indicators of satisfaction. However, the diversity of methodologies for calculating these indicators leads to notable differences. To explore such discrepancies, this study investigated the differences when monetary and non-monetary components are included in the measures of satisfaction. The empirical test conducted on over 26,000 hotels revealed that exclusively using non-monetary components in satisfaction measures (e.g., arithmetic mean of non-monetary attributes) leads to higher values than using monetary measures of satisfaction (e.g., value for money). The deviations between attribute performance and its expected value explained the difference between both satisfaction measures. In addition, the attributes to which people seem to be monetarily sensitive are “comfort,” “staff,” and “services.” This study provides a tool for decision-makers to identify the best method for communicating the hotel’s satisfaction measures via its position in the market and attributes that require reinforcement.     

Gangs and Deviant Leisure

The objectives of this study, guided by the principles of the social learning theory, were to explore the participation and motivations of gang members for involvement in deviant leisure activities. In-depth individual interviews were conducted with 30 former gang members residing in Chicago and central Illinois. The findings showed that their leisure behavior included house parties that typically included the use of drugs, alcohol, and sex; “hanging around” on street corners and “gangbanging” violence perpetrated against members of opposing gangs or other members of the same gang; and various types of vandalism. Motivations for involvement in deviant leisure included those outlined in the social learning theory, as well as thrill and pleasure from committing crimes and achieving flow-like states. The research confirmed that both individual factors and social processes contributed to explaining gang members' involvement in deviant pastimes.     

The Role of CSR and Responsible Gambling in Casino Employees' Organizational Commitment,Job Satisfaction,and Customer Orientation

This study aims to examine not only the impact of corporate social responsibility (CSR) on casino employees' organizational commitment (OC), job satisfaction (JS), and customer orientation (CO), but also the effect of responsible gambling (RG) on CO. In particular, this study examines how employees' expectation of implementing RG strategies influences their attitude toward customers. For this purpose, this study conducted a survey of employees (n?=?307) who were working for a casino in Seoul, Korea. The results of this study indicate that economic, legal, and philanthropic CSR had an effect on OC, which, in turn, influenced JS. Additionally, JS and the expectation of RG strategies were found to influence CO. These findings will contribute to understanding the impacts of CSR and RG on casino employees' behavior toward customers and providing practical implications to the casino industry.     

Travel demand and behavior of university students in Hong Kong

University students represent an emerging market for the travel industry. This paper reports the findings of a study on the travel behavior and travel patterns of Hong Kong university students. Using a questionnaire, a survey was conducted to identify student travel motives, their travel planning process and travel preferences. A total of 264 university students in Hong Kong were interviewed and data analyzed. The results indicate that to “Experience new and different styles”, “Take it easy and relax”, “Go to places I haven't been before” and “Outstanding scenery” were perceived as important motives in students' travel decision-making. Four factors with 24 attributes were identified. These factors were “Social relationships”, “Obtain new experience”, “Relax and enjoy” and “Cost of travel”. Based on the findings of the study, it was suggested that modifications to the existing tourism products and services and new product development were necessary in order to meet the demand of this emerging market.     

Corporate social responsibility and employee attitudes: evidence from a study of Polish hotel employees

This study, based on data collected from low-ranking employees working in Polish hotels, tests a research model that investigates whether there are links between corporate social responsibility (CSR), operationalized as “self-related” CSR experiences and “others-related” CSR experiences, and job satisfaction and organizational commitment, and between both attitudes and work engagement. Structural equation modelling was used to assess these relationships, using a 20 point questionnaire answered by 412 respondents. The results indicate that “others-related” CSR experiences are positively associated with satisfaction and commitment, while “self-related” CSR experiences with the latter variable. Likewise, organizational commitment, unlike job satisfaction, was linked to work engagement. However, contrary to our a priori assumptions and prior research, it turned out that job satisfaction was not a predictor of commitment. The paper discusses theoretical and practical implications of the findings. The study's most important practical implication is that Polish hotel employees attach weight to responsible behaviour: the hotel industry should perceive CSR in terms of strategic significance. Companies that want a committed and engaged workforce – and, by extension, to enhance their competitiveness – should embrace CSR. The paper concludes by highlighting its limitations and suggesting future research avenues.     

What factors influence Generation Y’s employee retention in the hospitality industry?: An internal marketing approach

Individuals from Generation Y are entering into the hospitality job market, but little is known about their intention to remain in the hospitality business. The purpose of this study was to examine what factors affect a Generation Y employee’s intention to remain with a hospitality company with respect to internal marketing tactics. Qualtrics, an online survey service company, was used to distribute and collect a self-administered questionnaire survey. A theoretically proposed model was tested using structural equation modeling. The results of this study indicated that “work environment” significantly influence Generation Y employees’ job satisfaction, followed by “empowerment,” “pay,” and “relationships with managers,” which in turn, influences “employee commitment” and “intention to remain in hospitality business.” The implications of the study are discussed.     

Cave Tourism: Tourists' Characteristics,Motivations to Visit,and the Segmentation of Their Behavior

Geotourism is one among many types of ecotourism or nature tourism. Cave tourism within geotourism has gained popularity in Korea. The study's objectives include cave tourists' characteristics, segmenting them according to motivation factors, and finally identifying who they are. The sample population for this research consisted of tourists who have visited the Hwansun Cave in Samchuk City. Among a total of 547 questionnaires distributed, 537 questionnaires were used for further data analyses. On the basis of cluster analysis using the motivation factors, cluster 1 was named an “escape-seeking group”, cluster 2 was termed a “knowledge- and novelty-seeking group”, cluster 3 was called a “novelty-seeking group” and cluster 4 was termed a “socialization group”. Differences in socio-demographic variables, beliefs about cave tourism resources, preferred cave tourism products, satisfaction with this tour, willingness to participate in another cave tour and belief in the value of cave tourism resources were found among the four clusters. The study's findings were expected to be helpful in understanding who they are.     

Fostering rural and agricultural tourism: exploring the potential of geocaching

Geocaching is a modern-day version of “hide and seek” where participants use geographical longitude and latitude coordinates to locate a “geocache” using a GPS device or mobile app. An agriculturally focused geocache program could foster tourism, interest and educational opportunities about rural and agricultural areas, and could facilitate additional patronage of businesses that operate in these areas. As a prerequisite to such a program, however, organizations must commit to establishing and maintaining a geocache. This study explores the perceived benefits and constraints to an organization's participation in a rural or agriculturally focused geocache program. A case example of an agriculturally focused geocaching program, AgCache, is used as a starting point. In-depth interviews of program Founders and current participants explored the program's background and goals, and experiences of participating sites. Complimenting this, a survey collected information from potential host sites, and probit model analyses were used to assess influences on an organization's interest in hosting a geocache. While many organizations indicated that they would be interested in such a program, several indicated (addressable) concerns. Characteristics of the organization and respondent were found to significantly influence their interest. Findings are instructive for targeting and recruiting organizations into an agricultural or rural geocaching program.