Building a Total Customer Experience Model: Applications for the Travel Experiences in Taiwan’s Creative Life Industry

The purpose of this study is to examine the relationship between the concept of an “experience economy” and its four dimensions (education, escapism, esthetics, and entertainment), experiential values, experience process clues, and the theory of behavioral intention. Data were collected from creative life industry visitors to develop and test a proposed model of total customer experience concepts. We employed structural equation modeling (SEM) to assess the proposed research model. The results supported the dimensional structure of a total customer experience in Taiwan. Our study results suggest that establishing a perfect experience and understanding of customer evaluations for the creative life enterprise should be extended to customer behavioral intention.     

Enhancing Competitiveness Through Guests’ Experiences: A Typology of Customer Experiences in Upscale Hotels

This study sought to develop a marketing model that can enhance the competitiveness of four- and five-star hotels in Kenya. The main factors generating guests’ expectations and delight were investigated after focusing on managers’ and customers’ opinions since these perspectives have generally been underexplored. The voices and viewpoints of these stakeholders were therefore incorporated and analyzed in determining an appropriate marketing model, which was based on the experiences of guests in hotels after examining what they considered important.     

The Effect of Uganda’s Official Tourism Website on Travel Motivations and Constraints

Destination marketers increasingly rely on the official tourism website as an early point of contact with potential tourists. This research examined the effect of Uganda’s official tourism website on interest in traveling to Uganda, travel motivations, and travel constraints. Novelty preference and gender were included as moderators. A two-group randomized experimental design was used (N = 278) with exposure to Uganda’s official tourism website as the intervention (n = 139). Pre-test results show that interest in traveling to Uganda was greatest among novelty seekers. Gender had no influence. Pre-test motivations were learning, culture, novelty, and an interest in travel. Pre-test constraints were perceptions that Uganda is not safe and unfamiliar. Post-test results show that exposure to the website significantly increased interest in traveling to Uganda among all groups. Furthermore, this occurred by mitigating travel constraints rather than by stimulating travel motivations. Generalized implications for destination marketing are discussed.     

Travel app users’ continued use intentions: it’s a matter of value and trust

This study examines the factors that influence the continued use intention of mobile apps designed for travel-related purposes. Interviews with 22 individuals provided data for developing a conceptual model of travel app continued use intention. The model draws on the expectation confirmation model framework, as well as interviews, to illustrate the relationship between functional value, hedonic value, satisfaction, and trust, and to discuss the link between moderators of familiarity, travel purposes, travel app types, and technology proficiency as predictors on continued use. The study’s results establish an in-depth understanding of continued use for travel apps.     

Role of Perceived Fit With Hotels’ Green Practices in the Formation of Customer Loyalty: Impact of Environmental Concerns

With the increasing concern for ecological issues among hotel customers, this study pursues an investigation of customers' perceptions of hotels' core business in association with green practices and the resulting purchase-related loyalty (i.e. intentions to visit, accept price premiums, and recommend). In addition, the study examines the moderating role of environmental concerns in the relationships among perceptions of hotels' green practices and loyalty components. A survey of tourists using hotels showed that customers related hotels' core businesses and green practices positively, which consequently affected customers' purchase intentions toward the hotels. This study is unique in academia in that it investigates the fit theory for the hospitality industry by considering the impact of environmental concerns, while employing environmental practices as an emerging social cause, which is, increasingly, important for the society. This study is beneficial by providing hotel managers with insight into hotel customers' decision-making processes regarding green practices.     

Tourists’ Experiences of Mindfulness in Dubai,United Arab Emirates (UAE)

Mindfulness is a relatively new theoretical area that has received little research focus. This is surprising, considering the wealth of benefits to individuals and businesses who adopt a mindful philosophy. The aim of this study was to reduce this gap in knowledge by attempting to understand how mindfulness affects tourists’ experiences while holidaying in a popular tourist destination, such as Dubai. Results suggested that mindfulness appears to occur indiscriminately and, almost, haphazardly. Empirical results of the study revealed that mindfulness was a likely occurrence regardless of visitor demographics, and that mindfulness would impact what visitors remembered and why.     

The Influence of Confucianism on Women’s Leisure in Taiwan

Abstract

Confucian philosophy has traditionally had a considerable influence on many aspects of the lives of the Taiwanese people. It is therefore necessary to take this belief structure into account in order to explain Taiwanese women’s leisure perceptions and behaviours. The purpose of this study is to examine this issue. The factors that constrain women’s leisure in Taiwan are identified. These categories can be broadly termed economic, domestic, social, and cultural constraints     

Women’s “beach body” in Australian women’s magazines

Representations of tourism subjects, both people and places, extend beyond specifically tourism media. This paper explores the presummer images of swimwear and beach bodies in Australian women's lifestyle magazines. A content analysis of swimwear images confirmed British findings that there was a general uniformity in the characteristics of the women modelling the swimsuits: young, slim, white ethnicity (but tanned) and able-bodied. Critical Discourse Analysis highlighted that the beach body discourse is in many ways contested. On the one hand the beach is a place of abandonment, but women need to work hard to achieve the required normative image. Women's agency and choice is questioned due to the narrow normative image and the neo-liberal, consumerist systems underlying the discourse.     

Consequences of Customer Dissatisfaction in Upscale and Budget Hotels: Focusing on Dissatisfied Customers’ Attitude Toward a Hotel

It is important to understand customer dissatisfaction in order to maintain a sustainable business, given that the negative effects of customer dissatisfaction in service businesses may be even greater than the positive effects of satisfaction. This study investigates customer dissatisfaction and its consequences by focusing on the mediating role of attitude toward a hotel according to different hotel classes related to customer expectation level. The results show a mediating role for attitude in the relationship between customer dissatisfaction and specific negative behavioral intentions. This study broadens our knowledge of customer dissatisfaction and the role of attitude toward a hotel in the relevant literature. The empirical findings demonstrate that regardless of hotel type, customer dissatisfaction significantly affects their attitude and their consequent negative behavioral intention.     

The dynamics of tourism’s carbon footprint in Beijing,China

Abstract

Beijing is an important hub for global tourism, but the extent of tourism’s contribution to Beijing’s carbon footprint remains unclear. We integrated an environmentally extended multiregional input–output model and the tourism satellite account in a study to estimate the dynamics of Beijing’s tourism-related carbon footprint in the post-financial crisis period. Our findings indicate that from 2007 to 2012, whereas the carbon footprint of inbound tourists in Beijing steadily decreased, that of domestic tourists increased. The composition of carbon footprints for the consumption activities of inbound and domestic tourists differed substantially. We also traced the spatial distribution of carbon sources associated with tourism consumption in Beijing. In light of our findings, we offer recommendations to target the adoption of low-carbon consumption patterns by domestic tourists, and energy optimization of service suppliers by increasing energy use efficiency and the renewable energy ratio. In addition, we recommend that public and government should seek to lower energy costs and reduce carbon emissions throughout the life cycle of commodities. We conclude that the government and tourism authorities should actively promote carbon and wider environmental awareness, and that producers must seek to improve the efficiency of their energy use by reducing carbon emissions at source.     

Diversity of offerings and consumer’s expenditure: an exploration of agritourism in China

ABSTRACT

As diversification becomes a pressing issue in China’s agritourism, extant literature provides insufficient and controversial findings on its influence. This research investigates the influence of the diversity of offerings on consumer’s expenditure, considering its interactive effects with quality and distance, by conducting analyses of hierarchical regression, multiple-linear regression and exploratory factor analysis. It is found that the diversity of offerings does not affect consumer’s expenditure alone, but interactively with quality and distance; consumer’s expenditure can be maximised with an optimal distance depending on the diversity of offerings; and there are four main business models of agritourism in China.     

Understanding Airline Travelers’ Perceptions of Well-Being: The Role of Cognition,Emotion, and Sensory Experiences in Airline Lounges

This study investigated the relationships among cognition, emotion, sensory, well-being perception, satisfaction, word-of-mouth, and intention to revisit airline lounges. Results of the structural analysis revealed that travelers’ overall perceptions of well-being were more dependent on the cognitive and sensory dimensions of the lounge experience, and cognitive evaluation was more influential than sensory evaluation in enhancing this perception of well-being. Our results indicated that travelers’ perceived well-being with regard to the airline lounge experience induced high levels of satisfaction. Moreover, it was identified that this perception of well-being was not enough to generate travelers’ positive word-of-mouth, but it did ensure their repatronage.     

The matter of pride: positioning one’s self in tourism inquiry

ABSTRACT

This article proposes a broader investigation of pride within tourism contexts, presenting it as an important concept for the enhancement of interpersonal understanding and cross-cultural empathy in tourism research and education, and also as a valuable emotion for teachers, students, and researchers to explore within themselves. Pride is applied here in the consideration of why certain research topics may be overlooked within tourism studies, and as an illustration of the benefits of utilizing qualitative, constructivist research and pedagogical approaches that incorporate methodologies of reflexivity and subjectivity. Through this exploration of pride, the author promotes interdisciplinary approaches of inquiry, with a focus on the utility of philosophy for students and scholars alike, toward deepening understandings of both self and other.     

Towards an understanding of fathers’ involvement in children’s sporting activities as racial fathering practices

ABSTRACT

This research note puts forward a conceptual framework for leisure research seeking to bring sport, fathering, and race and ethnicity together. It draws on theoretical ideas of practices and racial projects to develop the notion of racial fathering practices. The potential of racial fathering practices as an analytic approach is indicated through three vignettes of fathers’ involvement in their children’s sporting activities drawn from in-depth interview studies of fathers’ understandings of bringing up their mixed-race children in Britain and Aotearoa New Zealand.     

Karaoke’s coming home: Japan’s empty orchestras in the United Kingdom

This paper examines the introduction, adaptation and popularisation of karaoke singing in the UK. Based on ethnographic field research and interviews conducted in both Japan and the UK, the paper traces the various pathways through which karaoke hardware and software were first introduced and marketed in the UK and the social contexts and entertainment venues within which karaoke has been popularised. The ‘domestication’ of karaoke in the UK is treated as a complex and multifaceted process involving both ‘cultural’ factors related to existing traditions of singing and amateur performance, notions of individual public ‘display’ and musical preferences, for example, and the ‘local’ economic and regulatory environment into which karaoke had been adapted. As a contribution to the discourse on the relationship between ‘global’ and ‘local’ forces in cultural flows, it is argued that although Japanese karaoke producers may have been successful in globalising the karaoke concept, its popularisation as a leisure activity in the UK has involved the localisation of the production, distribution and uses of karaoke hardware and software.     

Travel Behavior in Troubled Times: The Role of Consumer Self‐Confidence

ABSTRACT. The international travel and tourism industry has experienced the negative impact of a variety of both human‐caused and natural disasters and events or threats which appear to have increased in frequency and severity in recent years. The impact of these risks on travel consumers has been significant. An understanding of how travelers react to these risks is therefore of particular interest to tourism marketers. This study investigates whether traveler self‐confidence ameliorates the reaction to a variety of adverse events. A scale for measuring consumer self‐confidence when purchasing consumer products was tested and the results indicate that the scale functions well in terms of measuring consumer travel self‐confidence. The study also found significant associations between this self‐confidence measure and various measures of travel behavior in response to the influence of adverse events.