Customer Satisfaction and Behavioural Intentions in a Rural Community Museum Environment

Abstract

This paper examines a cornerstone concept of mainstream marketing theory relating to the importance of customer satisfaction as an influence on future behavioural intentions. The underlying premise is that visitors to a tourist attraction whose expectations are met or exceeded will be satisfied with their experience, and that the degree of perceived satisfaction will positively correlate with their stated intention to repeat purchase and to recommend the experience to others. This paper reports an exploratory project to test the above proposition within a tourism industry context, specifically with reference to the museum sector. The study measures visitor satisfaction levels and future intentions to revisit or recommend the Matakohe Kauri museum in Northland, New Zealand-a rurally isolated tourist attraction which is heavily dependent on referrals to support its continued existence. Research was undertaken by means of a two part structured interview technique, conducted on site with 141 respondents on six separate days in September and October 1996. Visitor expectations were established by questioning prior to entry, whilst a subsequent exit interview captured respondents' perceived degree of satisfaction with their visit. The second interview included a measure of stated intention to return and to recommend the museum to others. Provisional indications are that perceived levels of satisfaction have little bearing on the visitor's stated intention to return to the attraction; however, a significant relationship exists between perceived satisfaction and intention to recommend to others. The results of this research will prove valuable as a foundation for a recommended programme of further research to more rigorously assess the performance of customer satisfaction theory within a rural folk museum environment.     

Can Natural Experiments Measure Behavioral Responses to Environmental Risks?

Efforts to measure people’s responses to spatially delineated risks confront the potential for correlation between these risks and other, unobserved characteristics of these locations. The possibility of correlation arises in part because individuals observe other locational attributes that can be expected to influence the hedonic equilibrium. One response to this problem is to use events from nature to exploit both temporal and spatial variation in the behavioral responses of interest. This paper evaluates the use of hurricanes as a source of new risk information to households in coastal counties potentially subject to the effects of these storms. We study the extent to which housing prices before and after hurricane Andrew, a hurricane with unprecedented property loss, reveal how Floridians responded to the risk information provided by the storm. Two counties are selected – one without and another with damage from the hurricane. To evaluate the plausibility of using quasi-random experiments for locations not directly affected by natural events, we compare Lee County’s results to those of Dade County, where the majority of the damage occurred. Our findings suggest, after controlling for ex post storm damage and changes in insurance markets, there is a reasonably high level of consistency in a repeat sales model’s ability to estimate the effects of the risk information conveyed by the storm for both counties. Department of Economics, Williams College, Affiliated Economist, CEnREP, North Carolina State University and University Distinguished Professor, North Carolina State University, and Resources for the Future University Fellow, respectively. Senior authorship is not assigned. Thanks are due to Shelby Gerking and two anonymous reviewers for careful and constructive comments that substantially improved the paper. Michael Darden and Jaren Pope provided excellent research assistance and Alex Boutaud and Susan Hinton helped to make sense out of numerous drafts of this work. Smith’s contribution was partially supported by the United States Department of Homeland Security through the Center for Risk and Economic Analysis of Terrorism Events (CREATE), grant number EMW-2004-GR-0112. However, any opinion, findings, and conclusions or recommendations in this document are those of the author(s) and do not necessarily reflect views of the U.S. Department of Homeland Security.     

Determinants of consumers' repeat online buying of groceries

Abstract

This study developed and empirically tested a model for understanding what factors determine repeat buying behaviour of already experienced online grocery consumers. Data were collected from 198 consumers who currently buy groceries via the Internet. The obtained Lisrel results suggest that consumers' attitude towards online grocery buying is positively affected by perceived offline physical effort and negatively affected by offline shopping enjoyment. Multi group analysis shows that the strength of these relations differed across several consumer characteristics. Also, it was found that a perceived high Internet grocery risk does not form an action barrier for consumers who already have a positive attitude towards online grocery buying. The results also indicate that consumers may hesitate from repeat online buying if they are faced with high online complexity. Implications and future research directions are discussed.     

International Tourist Satisfaction and Destination Loyalty: Bangkok,Thailand

This study compares first-time and repeat international tourists regarding their satisfaction and destination loyalty with their visit(s) to Bangkok. The data were collected from 254 international tourists. The results revealed that they were most satisfied with beautiful architectural buildings and historical sites, shopping opportunities and cultural sightseeing. Friends and families were their preferred information sources. Vacationing in Bangkok was the main purpose of their trip and taxies were their main means of transportation. First-time and repeat visitors differed in their views of Bangkok as being an amazing place, the hospitality of residents and beautiful smiles, and the quality of goods/services. For repeat tourists, professionals and students differed in their views of safety and security. Both groups would revisit Bangkok and recommend Bangkok to others.     

Controlling for Quality in House Price Indices

Given the importance of house prices it is not surprising that house price indices are used for many purposes. One of the factors that differentiates these indices is the house price determinants (such as structural characteristics and neighborhood quality) that are accounted for—that is, held constant. Indices are usually generated from house price regressions. It is shown that, regardless of the desired level of accounting, it is necessary to control for all significant determinants of house prices in these regressions to obtain unbiased estimates of the growth in house prices. An empirical example shows that not controlling for neighborhood quality can lead to substantial biases in estimates of house price appreciation rates even if the index does not account for this factor.     

OFDM系统中基于自适应调制和ARQ的PHY-MAC跨层设计

"337条款"属于美国当地的"行政救济",最早见于《1930年关税法》第337节而得名。"337条款"与"301条款"一起构成了美国对外贸易报复手段的"两支大棒"。对于美国企业来说,"337条款"调查程序通常比反倾销对申诉方更为有利。与司法救济相比,"337条款"证据要求更低,时间更紧,力度更大。"337条款"与国际通行规则的矛盾,深刻地反映了美国在国际贸易中一味突出本国利益,独断专行的贸易保护主义倾向。从本质上来说,"337条款"是美国从"自由贸易政策"向"保护贸易政策"转换的具体体现,其单边贸易制裁措施的属性不仅扰乱了多边贸易体制的稳定性,而且严重伤害了其他国家的利益,引起了国家间的利益冲突。     

Intra‐Week Price Patterns in the Housing Market*

In this paper, I demonstrate the existence of city‐specific intra‐week price patterns in the Norwegian housing market. I use a data set with exact sell dates to show that sell prices are higher on certain days. Using ask prices and observations on repeat sales in fixed‐effect models, I seek to control for composition effects and unobserved heterogeneity. The intra‐week price patterns are shown to be associated with patterns in the frequency of public‐showing days. I argue that the findings are consistent with optimizing agents acting on new information.     

Examination of benefits sought by hiking tourists: a comparison of impact-range performance analysis and impact asymmetry analysis

This study assesses the benefits of hiking for visitors to the Jeju Olle Trail on Jeju Island in Korea, which has been designated as a World Heritage Site. Data were collected from a total of 318 tourists visiting the Jeju Olle Trail. The study focused on comparing the benefits sought by first-time visitors and those of repeat visitors. Analytical results found that first-time visitors and repeat visitors sought different benefits from their hiking experiences. First-time visitors sought to observe nature and interact with people. For first-time visitors, benefits that delighted them were buying unique souvenirs and enjoying educational experiences, whereas repeat visitors demonstrated a good assessment on interactions with new people and buying unique souvenirs.     

近东危机与德国外交政策

1875—1878年近东危机,是继克里米亚战争之后东方问题的又一次高潮。欧洲列强都不同程度的卷入这场危机,而德国在整个危机过程中扮演着"诚实的掮客",貌似中立,实际上却偏向英奥,这对当时的国际关系发展起了重要作用。     

Integrated consumer shopping decision model: A Japanese online supermarket context

Abstract

Online shopping is not a new marketing channel but has been growing tremendously throughout Japan. The rapid growth of Internet technology has enabled the Japanese to break away from their conservative culture and embark on different shopping experiences by shopping online. With the growing importance of online reviews to promote one’s business, Japanese online supermarkets are looking for ways to increase consumer-generated content. The purpose of this study is to investigate Japanese repeat online consumers and the antecedents that encourage them to review their shopping experiences, including the supermarket website they used and product availability in the online supermarket. It was found that online supermarkets must focus on establishing confidence with their repeat online consumers if they desire to increase the electronic word of mouth (e-WOM) of their online supermarket. Implications are discussed in relation to online supermarkets and repeat consumers’ intentions to review their online shopping experiences.