(Re)constructing the tourist experience? Editing experience and mediating memories of learning to dive

Abstract

Through an analysis of the mediative techniques involved in the production of videographic tourist memorabilia (specifically souvenir DVDs of learning to SCUBA dive), in this paper I seek to render visible the often unconsidered aspects of visual media production that result in not only visual images themselves, but also by extension, the construction of alternate realities of leisure space and tourist performance. A connectionist approach to the study of memory is advocated highlighting that mediatory technologies, whilst acting as stimulants for recollection, actually inform and construct memories rather than transmitting realistic snippets of past experience. In the paper, it is questioned whether ‘authenticity’ is a relevant frame of reference bearing in mind that the ‘post-tourist’ is often perfectly aware of the lack of authenticity in many tourist activities and happy to go along with a pretence. With this in mind, the paper concludes by stating that ‘reality’ is arguably being edited out of memories concerning tourism’s places and practices through the production of commercially driven and produced ‘souvenirs’. For the most part, the paper focuses on the experiences of young tourists between the ages of 18–25, the key demographic attracted to the field site in question.     

Is looking always more important than listening in tourist experience?

ABSTRACT

This study aims to compare the function of soundscape and visualscape in the tourist holistic experience through the lens of the cognition–emotion model. A questionnaire was distributed to collect data from 563 domestic tourists visiting Jiuzhai Valley National Park, China. Partial least squares regression–structural equation modeling (PLS–SEM) and a number of recently developed advanced analysis methods were used. Results indicate that soundscape and visualscape have different impacts on tourist cognition and emotion. Soundscape directly influences tourist overall satisfaction and visualscape observed. Tourist overall satisfaction is based on a listening–looking congruence. The findings suggest that managers should make good use of soundscape and consider its congruence with visualscape when designing tourist experience.     

Tourists’ hotel event experience and satisfaction: an integrative approach

ABSTRACT

Tourists’ hotel event experiences have received little attention in tourism research. By proposing an integrated model of expectation–confirmation theory (ECT) and the experience economy concept, this research explores the relationship between tourists’ event experience and their satisfaction regarding the hotel event setting. The hypothesized model was empirically validated using a sample of 663 tourists who experienced a holiday event at a resort hotel. Results confirmed that the integration of the experience economy and ECT provided a better understanding of tourists’ post-satisfaction in a pleasure-driven setting. This affective–cognitive approach advances the knowledge of tourists’ experiences and satisfaction at hotel events.     

Pirates,ghosts and customer loyalty – Reviewing the dark ride experience

Despite theme park corporations increasingly investing in new attractions and fun rides, the topic of customer loyalty is still under-researched in this context. In fact, investments into dark rides are largely unpredictable.Other disciplines (e.g. culture, psychology etc.) and popular science provide us with a vast and discombobulated amount of literature. In this study, we review the literature from the perspective of management research, exploring the underlying process causing customer loyalty in regard to the theme park ride.On the basis of a systematic literature review, we derived a model which illustrates the effect mechanism experienced by dark ride attendees. Our model goes beyond psychological relationships, including consequences on marketing and sales. It illustrates essential effects on customers and, thus, provides guidance to park operators. Managers may capitalize from the moderating effect of 'prior knowledge' and 'cultural implications', to intensify the effect of storytelling on immersion.     

New or repeat customers: How does physical environment influence their restaurant experience?

This study proposed a conceptual model to examine how customers’ perceptions of the physical environment influenced disconfirmation, customer satisfaction, and customer loyalty for first-time and repeat customers in upscale restaurants. Using a structural equation modeling analysis, this study showed that facility aesthetics, lighting, layout, and service staff had significant effects on disconfirmation. Moreover, disconfirmation exerted a direct influence on customer satisfaction and customer loyalty. Customer satisfaction also positively influenced customer loyalty. Finally, the impacts of facility aesthetics, lighting, table settings, and service staff on disconfirmation significantly differed between first-time customers and repeat customers. More specifically, facility aesthetics, lighting, and service staff were significant predictors of both first timers’ and repeaters’ perceived disconfirmation, while layout and table settings were significant determinants of only repeat visitors’ perceived disconfirmation. The implications for academic researchers and marketing practitioners are discussed.     

Sustainability and the authentic experience. Harnessing brand heritage – a study from Japan

This paper explores the influence of the formative brand heritage construct on perceived authenticity at repaired/reconstructed heritage sites, understood in relation to the Japanese practice of kintsugi (金継ぎ), thereby extending Kolar and Zabkar's consumer-based model of authenticity. It notes that variations of kintsugi occur in architectural heritage conservation worldwide. We establish relationships between brand heritage, cultural motivations, perceptions of authenticity, relational value, and consumer commitment, based on questioning 768 visitors to repaired and reconstructed Japanese heritage sites. Analysis using partial least squares found consumer preconceptions of brand heritage stimulating increased perceptions of authenticity at sites of limited historical provenance, thereby increasing visitor commitment to visiting. Heritage managers should use marketing strategies that effectively communicate a site's brand heritage prior to, during, and after the tourist experience. Even where the material components of the site are entirely reconstructed, this can lead to relational value, and improved consumer commitment. In sustainability terms, holistic brand marketing can increase site revenue, help conservation maintenance and, by increasing repeat visits, reduce footfall damage at other “unreconstructed” sites. Practical implications include better artefact and information presentation, ensuring synergy between site experiences and its purported values, especially through tour guide narratives and interpretation.     

New Zealand’s transformed adventure: from hero myth to accessible tourism experience

Sir Edmund Hillary’s first ascent of Mt Everest in 1953 provided New Zealand with a global adventure representation. His image aligned to a mythologised pioneering cultural identity. Although the privileged masculine, white, class and imperialist features of this cultural myth have been critiqued, adventure remains a positively valued social tenet in New Zealand. Since 1953 socially recognised ‘adventure-makers’ have sustained traditional adventure practices and narratives. In the 1990s, however, bungy jumping became the prominent representation of New Zealand adventure. This challenged traditional understandings, providing an avenue to explore the contested social space and features underpinning understandings of adventure. Guided by Bourdieu’s conceptualisation of social life, the paper examines the practices and stories of 12 New Zealand ‘adventure-makers’ with sustained distinction. The interpretation draws on discursive data from newspapers, magazines, websites, biographies, auto-biographies and research interviews. The rule-changing social distinction afforded bungy jumping is not a rupture of New Zealand’s adventure habitus. It does, however, highlight a collective self-deception in negotiation of the understandings of adventure in relation to the features of ‘misadventure’, ‘exclusivity’ and the ‘extraordinary’. The bungy jumping leap innovatively transforms the danger, myth and extraordinary into a recognisable, individually inclusive experience of adventure.     

Are students customers? Tourism and hospitality students’ evaluation of their higher education experience

ABSTRACT

Research has suggested that higher education students assume multiple roles during their studies. Moreover, the student-as-customer model has been discussed for years and needs more in-depth discussions than other roles. Few studies have investigated education experiences from this perspective. This research contains two studies. Study one investigates faculty members’ perceptions on students’ roles in higher education and found students should not be considered purely as customers. Other roles were found. Study two investigates students’ perception of their roles in university education and how the education experiences influence their satisfaction towards university choice. A majority of the students see themselves as the “recipient of knowledge”. The six dimensions of higher education experience include “student-centred service” (SCS), “diversity and global citizenship” (DGC), “coproduction of learning experience”, “reliance on teachers” (ROT), “responsibility”, and “whole person development” (WPL). SCS, DGC, ROT, and WPL were found to have significant impact on student satisfaction.     

A strategy for enhancing senior tourists’ well-being perception: focusing on the experience economy

This study was designed to examine how to form well-being perception in the senior tourism industry. More specifically, this study proposed (1) the casual relationships between four dimensions of the experience economy (i.e. education, entertainment, esthetics, and escapism) and well-being perception, (2) the effects of well-being perception on consumer attitudes toward a brand, brand attachment, and brand loyalty, and (3) the moderating role of advertising effectiveness. Data were collected from 323 senior tourists in Korea. The results showed that all of the four dimensions have a positive influence on well-being perception, which in turn positively affects outcome variables. Lastly, this study found that advertising effectiveness has an important moderating function in the relationship between education and well-being perception.     

What can big data and text analytics tell us about hotel guest experience and satisfaction?

The tremendous growth of social media and consumer-generated content on the Internet has inspired the development of the so-called big data analytics to understand and solve real-life problems. However, while a handful of studies have employed new data sources to tackle important research problems in hospitality, there has not been a systematic application of big data analytic techniques in these studies. This study aims to explore and demonstrate the utility of big data analytics to better understand important hospitality issues, namely the relationship between hotel guest experience and satisfaction. Specifically, this study applies a text analytical approach to a large quantity of consumer reviews extracted from Expedia.com to deconstruct hotel guest experience and examine its association with satisfaction ratings. The findings reveal several dimensions of guest experience that carried varying weights and, more importantly, have novel, meaningful semantic compositions. The association between guest experience and satisfaction appears strong, suggesting that these two domains of consumer behavior are inherently connected. This study reveals that big data analytics can generate new insights into variables that have been extensively studied in existing hospitality literature. In addition, implications for theory and practice as well as directions for future research are discussed.     

The role of brand personality,self-congruity,and sensory experience in elucidating sky lounge users’ behavior

This study attempted to develop an integrated model linking brand personality, self-image congruity, hedonic and utilitarian values, and behavioral intentions in the sky lounge context. Our results indicated that brand personality was significantly related to self-image congruity, which in turn influenced hedonic and utilitarian values. While hedonic value significantly affected intentions to revisit and recommend, utilitarian value significantly influenced intention to recommend. Moreover, self-image congruity and values played a significant mediating role. Furthermore, the links from hedonic value to intentions to revisit and recommend, and from utilitarian value to intention to revisit were significantly moderated by sensory experience.     

It’s so hot: predicting climate change effects on urban tourists’ time–space experience

Abstract

Progressive changes in mean annual temperatures are arguably the strongest evidence of ongoing climate change. In destinations with a Mediterranean climate, in contrast to the colder months, during summer, rising air temperatures are believed to inhibit tourist movements and activities, and consequently affect tourists’ evaluation of and satisfaction with their experiences. To the best of our knowledge, no previous study has investigated the potential impact of climate change on tourists’ time–space activity using actual behavioural tracking-based information. Data collected via GPS technology and a post-visit survey of tourists (n = 404) visiting Lisbon during the summer were analysed via structural equation modelling (PLS-SEM). The results report empirical evidence of the present impact of (summer) weather on urban tourists’ time–space activity and on their intra-destination experience evaluation. Specifically, maximum air temperature is found to have a significant negative effect on overall satisfaction, while the meteorological conditions of the entire day reveal a significant impact on tourists’ activities and movements. The results are particularly useful for the sustainable adaptive management of urban attractions and destinations that are especially vulnerable to climate change, as well as in managing its adverse impact on tourists’ experiences.     

Chinese international students’ psychological adaptation process in Korea: the role of tourism experience in the host country

This study aims to shed light on the effect of international students’ lifelong learning and dining experience during the trip in a host country on their psychological adaptation, place attachment, and sharing of tourism experience. Employing responses from 247 Chinese students in South Korea, a SEM (Structural Equation Modeling) technique was used for the analysis. The study found that lifelong learning positively influences dining-out flow experience, which in turn placed positive effects on psychological adaptation, place attachment, and sharing of tourism experience, whereas place attachment mediates the relationship between flow experience and both sharing of tourism experience and psychological adaptation.     

To buy or not to buy? The effect of time scarcity and travel experience on tourists' impulse buying

By its very nature, tourism is a temporary experience. But how time scarcity makes an impact on tourists' impulse buying is still unclear. By looking into the role played by travel experience and overconfidence, this study explores the mechanism behind the influence of time scarcity on tourist impulse buying of local products through an integrated series of experiments together with a post-trip survey. The results show that the interaction between time scarcity and travel experience affects impulse buying. For tourists with rich travel experience, time scarcity increases their impulse buying, while for tourists with less travel experience, time scarcity decreases it. Overconfidence plays a mediating role in the effect of time scarcity and travel experience on tourists' impulse buying.     

Tourist experience of slow tourism: from authenticity to place attachment – a mixed-method study based on the case of slow city in China

ABSTRACT

This study connected slow tourism with the concept of authenticity and place attachment using a mixed-method approach. Different factors were seen as likely to influence the behavioral intention. Yaxi town (the first international slow city in China) was chosen as the research site. Results show that authenticity in the context of slow tourism include objective authenticity, constructivism authenticity and existential authenticity. Authenticity partly influence place attachment and behavioral intention; two dimensions of place attachment have significant effect on behavioral intention. Findings of this study can be applied to slow tourism marketing and slow destination management.     

Human baristas and robot baristas: How does brand experience affect brand satisfaction,brand attitude,brand attachment,and brand loyalty?

This study investigates the antecedents and consequences of brand satisfaction with the moderating role of type of barista. For this, data were collected from customers who used a coffee shop operated by robot baristas and customers who used a coffee shop operated by human baristas. The data analysis results showed that the four types of brand experience, such as sensory, affective, behavioral, and intellectual brand experiences, help to enhance brand satisfaction, which positively affects brand attitude, brand attachment, and brand loyalty. Finally, the type of barista plays a moderating role in the relationship between (1) sensory brand experience and brand satisfaction and (2) intellectual brand experience and brand satisfaction.     

The mediating role of place identity in the relationship between residents’ perceptions of heritage tourism and place attachment: the Macau youth experience

Ever since Macau became a World Heritage city, there is a growing body of research on Macau heritage tourism. However, the study on Macau residents’ place identity (PI) and place attachment (PA) amid heritage tourism development has yet to be explored. Owing to this, the current study explores the mediating role of PI on the relationship between heritage tourism perceptions and PA.