Online Shopping of Travel Products: A Study of Influence of Each Dimension of travelers' Attitudes and the Impact of travelers' Online Shopping Experiences on Their Purchase Intentions

This study examines the impact of three attributes (perception of convenience, perception of merchandise options, and perception of value) on travelers' attitudes toward different online agencies online shopping for travel products and the impact of online shopping experiences on their online purchase intentions. The collected data arises from an Internet survey of registered members of an online travel service company that caters to leisure travelers. The study finds that perceptions of convenience and value are two valid dimensions that measure travelers' attitudes. Findings also confirm that those two attitudes' attributes and travelers' online shopping experiences exert significant influence on their online purchase intentions. Travelers have a more positive attitude toward travel portal websites than toward companies' branded websites in terms of perception of convenience, perception of merchandise options, and perception of value.     

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.     

Impact of Restaurant Experience on Brand Image and Customer Loyalty: Moderating Role of Dining Motivation

This study seeks to determine which restaurant experiences influence the image of a restaurant's brand and formation of customers' loyalty. The research examines the connections among restaurant experiences, brand image, satisfaction, and loyalty in the context of full-service restaurants. This study also investigates the moderating effect of customers' dining motivations on the formation of brand image. The results of this study suggest that: (a) A restaurant's environment and food quality positively influences brand image and customers' satisfaction, (b) customers' perceptions of price fairness do not influence brand image but does affect customers' satisfaction, (c) development of customers' positive brand image does not drive satisfaction but does influence loyalty in full-service restaurants, and (d) customers' dining motivations moderate the relationship between restaurant experiences and perceptions of brand image. These results provide a basis for investigating which restaurant experiences are critical in eliciting development of a positive brand image and which have behavioral consequences. This study also offers mangers a perspective for developing marketing strategies to strengthen brand image in full-service restaurants.     

Benefits of authenticity: Post-failure loyalty in the sharing economy

Across five studies, this research reveals that the nature of the accommodation provider influences customers' post-failure loyalty. We propose a conceptual model that integrates perceived authenticity, social interaction, and positive emotions as primary determinants of post-failure loyalty in the sharing economy context. This article extends previous research by contrasting the impact of perceived authenticity on post-failure loyalty towards Airbnb (host, platform) and hotels. Our findings suggest that customers' post-failure emotional and behavioral responses depend on the accommodation provider type. The finding that authenticity and social interaction drive post-failure loyalty has important implications for managers of Airbnb properties and hotels. Finally, our findings provide new insights into customer perceptions of various service recovery strategies (e.g., apology, compensation) based on the accommodation provider type.     

An Empirical Study of an Online Travel Purchase Intention Model

This study empirically tests a structural model of factors affecting consumers' online purchase intentions for travel products. The findings indicate that information quality, service quality, and system quality are valid measurements to evaluate the quality of travel-oriented website designs. In terms of travelers' perceptions, convenience, value, and merchandise options are three effective measurements of travelers' attitudes toward purchasing travel products online. Quality of travel website design, travelers' attitudes, and customers' satisfaction demonstrate significant influence on travelers' purchase intentions. Travelers' attitudes and customers' satisfaction also serve as strong mediators for the links between quality of travel website design and purchase intentions. Future research can capitalize on this study as a basis to formulate other models or to create a new model to test tactics that can increase travelers' repurchase intentions and strengthening consumers' e-loyalty.     

Japanese female travelers ‐ a unique outbound market

The rapid growth of Japanese female travelers underscores the importance of understanding the market. Focusing on the differences between the Japanese female and male travelers on their travel attitudes, motivations, trip‐related attributes, and socio‐demographic characteristics, this paper provides empirical evidence that gender is a viable characteristic that can used in marketing activities targeted at the Japanese market. The study findings indicate that the female and male segments of Japanese outbound travelers are significantly differentiated in fifteen out of twenty‐two factors of travel attitudes and motivations. The two segments also differ in a number of trip attributes and socio‐demographic characteristics. Therefore, Japanese female travelers constitute a unique outbound market.     

On-site animosity and national identity: Business travelers on stage

The study introduces the term “on-site animosity” with respect to expressions of hostility against travelers' nation during their stay at the visited destination. Behavioral responses to on-site animosity are examined by focusing on performances of national identity among Israeli business travelers while interacting with locals and host colleagues. Based on the analysis of in-depth interviews and in line with a Goffmanian perspective, the study presents four performative strategies that span across two dimensions of situational behavior: the inclination of the travelers to conceal or display national identity and their motivations to do it. The study advances a fresh perspective and provides an empirically based conceptualization regarding the influence of animosity on travel behavior.     

The Importance of Hotel Attributes in Contributing to Travelers' Satisfaction in the Hong Kong Hotel Industry

Abstract

This study surveyed 402 international travelers to explore their satisfaction levels towards service and facility quality in three Hong Kong hotel market segments, High-Tariff A, High-Tariff B and Medium Tariff. Six perception dimensions were extracted from 33 hotel attributes by a factor analysis. All six dimensions had a significant impact on the overall satisfaction of travelers with service quality and facilities in the three Hong Kong hotel market segments. Quality of Staff Performance was the most influential factor followed by Quality of Room Facilities, Value for Money, Variety and Efficient Services, Business Related Services, and Safety and Security respectively. It was found that travelers had the lowest satisfaction level towards the Medium-Tariff hotel segment. By identifying the most influential hotel dimension in influencing travelers' satisfaction levels, hoteliers will be in an advantageous position to formulate tactics to meet the changing needs and expectations of travelers. Implementing human resources training that emphasizes the fact that service quality is part of each employee's job should have a significant impact on guest re-purchase intention. The importance of value segmentation cannot be overlooked by hoteliers. Travelers will continue to expect hotels to provide more value-for-money services and facilities and they are expected to shift their purchasing decision to an economic value basis.     

The signaling effect of management response in engaging customers: A study of the hotel industry

Hotels today actively respond to online reviews given their tremendous influence on travelers' decisions. Yet, the questions of how to respond to online reviews continue to baffle hotel managers. By focusing on prospective travelers, we propose the effective management response signals hotels' care for customers and quality of service. Particularly, we postulate the frequency, speed and length of response influence the effectiveness of signaling in reducing information asymmetry. Based on the large-scale field data from TripAdvisor, this study demonstrates that the frequency and speed of response significantly enhance travelers’ engagement as indicated by more reviews, higher average valence, more votes for helpfulness, and higher popularity ranking. Furthermore, the frequent and speedy response is more effective for budget (vs. premium) hotels. Thus, management response to online reviews serves as a critical channel of communication to engage customers.     

Senior Tourists in the Holy Land

Abstract

Senior travelers constitute a significant segment of Israel's inbound market. Based on secondary survey data, this study found that the inbound senior segment possessed distinguishable characteristics, making it an identifiable target for focused marketing efforts. Compared to those who were 55 or younger, the seniors were much more likely to be pilgrims, sightseers, or visiting relatives. A considerably larger percentage of them traveled with one companion, obtained information from a travel agency, and purchased a travel package. Further, they showed higher “brand loyalty,” spent more money, and were more satisfied with their visiting experience in Israel.     

Information search behavior of Hong Kong's inbound travelers‐a comparison of business and leisure travelers

Abstract

The purpose of this study is to examine the information search behavior of Hong Kong's inbound tourists, in particular business and leisure travelers. The study clearly shows that business and leisure travelers demonstrate different information search behavior. ‘Personal experience,’ ‘Travel agency/tour company,’ ‘Airlines’ and the ‘Internet’ are most frequently relied upon by business travelers in searching for travel information, while leisure travelers prefer ‘Travel agency/tour company,’ ‘Friends or relatives,’ ‘Travel guide books,’ and ‘Personal experience.’ The study also reveals that the total number of information sources used and the length of pre‐trip planning lead‐time are significantly different between these two groups of travelers. First time travelers also have a longer pre‐trip planning lead‐time than repeat travelers. Furthermore, business and leisure travelers perceive the levels of influence of several information sources, including ‘Corporate travel departments,’ ‘Friends or relatives,’ ‘Travel guide books,’ and the ‘Internet,’ differently. These information sources were classified into five different dimensions, including ‘Media,’ ‘Neutral,’ ‘Retail,’ ‘Interpersonal,’ and ‘Personal experience.’ Analysis based on travelers' purpose for traveling and demographic information was performed. Leisure travelers perceive the level of influence of ‘Neutral’ sources as significantly higher, and those with lower household incomes perceived the level of influence of ‘Personal experience’ as lower. The results of this study will allow marketers in Hong Kong to better understand travelers’ information search behavior so that they can more effectively tailor their marketing strategies to these two major markets.     

Motion Picture-Induced Visual,Vocal and Celebrity Effects on Tourism Motivation: Stimulus Organism Response Model

Motion pictures play a predominant role in enhancing the consumers' awareness of tourism destinations and inspiring their motivation to visit destinations. “Hallyu” (Korean Wave), a platform of Korean cultural exports, has altered the Korean tourism industry and now attracts travelers from around the world. Utilizing the popularity of the Korean Wave, the Korean Tourism Organization promotes Korean tourism attractions through motions pictures, including Korean films, television drama series, music and K-pop. The visual, vocal and celebrity effects which emanate from Korean motion pictures are expected to influence travelers' intent to visit and actual visitation. A questionnaire was distributed to Thai travelers and a total of 191 valid questionnaires were analyzed using regression analysis. The results indicate that visual and vocal effects emanating from Korean motion pictures fueled travelers' intention to visit Korea and explore Korean culture and tourism attractions. However, the results indicate no significant effect of celebrity endorsements on travelers' intentions.     

Spatial stigma and environmentally responsible behaviors during the pandemic: The moderating role of self-verification

The environmentally responsible behavior (ERB)-related research has been well documented; however, few scholars have yet reconsidered this field under the impact of the pandemic. Our study focuses on the relationship between travelers' spatial stigma encounters from epidemic areas, their resultant emotions, and their ERB while employing self-verification as a moderating factor through the application of the S-O-R theory. Survey data of 239 travelers from epidemic areas suggested that travelers' perception of spatial stigma positively influences their emotions of shame, anger, and animosity, which negatively influences their ERB. Additionally, the moderating role of self-verification was also further be identified. By addressing this research gap, our study seeks to provide insight into the relationship between adverse emotions and self-verification over travelers' ERB. We also propose practical strategies that could boost travelers' ERB, when facing spatial stigma.     

CHINESE URBAN MATURE TRAVELERS' MOTIVATION AND CONSTRAINTS BY DECISION AUTONOMY

This study investigated trip motivation of 800 Chinese mature travelers residing in metropolitan areas based on travelers' decision autonomy in planning domestic trips. A two‐step cluster analysis was conducted to segment respondents into mutually exclusive groups according to their autonomy on destination selection, financial source, and trip arrangement. An ANOVA was conducted to examine differences on motivation factors among emergent clusters. Moreover, the resultant clusters were differentiated by travel constraints (i.e., health related and socio‐demographic characteristics) using a logistic regression analysis. Significant relationships among mature travelers' trip autonomy, motivation, and constraints contributed to the understanding of urban mature travelers in China.     

The flight is valuable regardless of the carbon tax scheme: A case study of Norwegian leisure air travelers

Various countries have introduced a carbon tax on air travel. Carbon taxation is controversial in that it may negatively influence tourism demand. Still, research investigating travelers' willingness to pay (WTP) such taxes is limited. This study explores Norwegian leisure air travelers’ willingness to pay higher carbon taxes than that already included in their ticket price, applying the contingent valuation (CV) method in an experimental design. The impact of eight hypothetical taxation schemes are tested to provide insight into how regulatory policies can be developed so as to improve acceptance for carbon taxes. Results show that Norwegian outbound tourists are ready to accept higher carbon taxes and that WTP is not strongly related to the taxation scheme. This suggests that there exists a scope for policymakers to implement more stringent taxation regimes on air travel than seen today.     

Using a Validation Process to Develop Market Segmentation Based on Travel Motivation for Major Metropolitan Areas

Studies on market segmentation based on travelers' push motivation have been conducted without implementing a statistically validated procedure for establishing the segmented markets. The purpose of this study is to identify validated traveler market segments by examining what travelers' push motivation dimensions are among the heterogeneity of travelers to a major metropolitan area. The six push motivation dimensions were extracted from the 20 motivation items by conducting factor analysis (i.e., Social/Interaction, Excitement/Fun, Relaxation, Sightseeing, Family/Friends, and Sports). Cluster analysis identified the three homogeneous groups of travelers. Subsequent discriminant analysis verified the existence of the three travelers' markets in the metropolitan area. Managerial implications are suggested for the three push motivation‐based segments.     

Can colored sidewalk nudge city tourists to walk? An experimental study of the effect of nudges

Physical inactivity has been an increasing sub-health condition. Nudging people to participate in physical activities consequently becomes a public health priority. This study aims to showcase how color as a design factor can work to nudge city travelers to take on walking. Alongside the color effect, this experimental study incorporates another two design factors, namely, priming and social norms. The findings suggest that the use of colored sidewalks stimulate perceptual salience and individuals' moods, thereby increasing travelers' desire for walking. Priming tourists with sneakers and displaying social norms were also found to increase travelers’ interest in walking. The current study is innovative in incorporating color in the design of walkable routes in cities for its visitors. It is the first to apply nudges into the context of walkable city design oriented towards tourists.     

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.     

Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance

The tourism industry is characterized by high-contact services in which co-creation of customers plays a major role. This paper develops a conceptual model of customer co-creation of tourism services and empirically tests this model in a travel agency context. Applying a SEM-approach, company support for customers is found to significantly affect the degree of customer co-creation. The degree of co-creation further positively affects customer satisfaction with the service company, customer loyalty, and service expenditures. A test of the moderating effect of the customers' satisfaction with their own co-creation performance on satisfaction with the service company and on service expenditures suggests that those customers who are satisfied with their co-creation activities spend more on their travel arrangements, but that they are less satisfied with the company. Important implications for co-creation theory and practice in high-contact service industries can be derived.     

Motivation,Participation, and Preference: A Multi-Segmentation Approach of the Australian Nature Travel Market

Abstract

The purpose of this study was to develop a typology of nature travelers based on their motivations, activity participation, and destination preferences. A secondary analysis from the Pleasure Travel Market Survey for Australia (1994) was used. The results indicated that the proposed ‘motivation-participation-preference’ multi-segmentation bases could classify Australian nature travel market into six segments. They were ‘Physical Challenge Seekers,’ ‘Family Vacationers,’ ‘Culture & Entertainment Seekers,’ ‘Nature Tourists,’ ‘Escape & Relax Vacationers,’ and ‘Indifferent Travelers.’ Travelers among groups exhibited significant differences in terms of their so-ciodemographics, trip-related characteristics, and travel philosophies. Implications of the findings are discussed.