Do customer participation and cognitive ability influence satisfaction?

Under some circumstances, increased customer participation can enhance customer satisfaction. However, the precise mechanism by which participation might increase satisfaction has not been explored in the literature. This paper considers whether a customer’s cognitive ability might affect the relationship between participation and satisfaction. A causal model has been developed to examine the potential interactive effects of participation and cognitive ability on satisfaction, and a simple quantitative model has been proposed to simulate these effects. The results of both a numerical simulation analysis and a quantitative analysis of case study data indicate a significant main effect of cognitive ability on satisfaction. Additionally, an interactive effect has been observed, whereby higher cognitive ability results in higher satisfaction, given a minimum degree of customer participation in the service. Among this study’s implications is that customers with different cognitive abilities should have different degrees of participation that act to maximize their satisfaction.     

Music festival motivation in China: free the mind

This paper explores the extent to which music festival attendance is ‘universally’ motivated or determined by the Chinese cultural and socio-political context. A novel qualitative approach was employed comprising observation of social media conversations and ‘chat room’ interviews with members of a festival online community. Seven motivators were identified, some similar to those in Western studies but others more specific to festival-goers in Mainland China. The culturally specific motivators were identified as ‘spiritual escape’ and ‘spiritual pursuit’ and the universal motivators as ‘togetherness’, ‘love of the music’, ‘novel experience’, ‘music sharing’ and ‘educational enrichment’. This paper focuses on the two culturally embedded motivators only. The implications of the study are that, although, growing, there are still very few music festivals featuring ‘pop’ or ‘western’ style music and these few are relatively new to Chinese people. Their attendance at them is, therefore, motivated differently to attendees at similar festivals in western countries. These motivating factors are mediated by the particular social, political and cultural factors at work in this complex country. The findings indicate that although many of the motivational factors for attending a music festival appear to be universal, there are clearly factors which are culturally bound and therefore unique to the cultural context. These differences appear to be created by the social constraints, rapidly changing economy and the many contradictions inherent in modern Mainland China. These conditions create a greater contrast between everyday life in Mainland China and the liminal hedonistic space provided by the festival. Further research is needed to validate theses initial findings within China and to explore how rock music festival motivations differ in other non-western cultures.     

From ‘just a swimmer’ to a ‘swimming mother’: women’s embodied experiences of recreational aquatic activity with pre-school children

Increased academic attention on the gendering of leisure pastimes in recent years has highlighted the centrality of the gendered body in influencing how leisure is accessed, experienced and transformed. To date, however, little attention has been paid to how women experience aquatic leisure activity, the second most popular form of leisure activity in the UK, and where female participation predominates. This paper presents results from research investigating the aquatic leisure experiences of 22 women, with children aged under 3, in the North-East of England. A number of key themes emerged from the data, which highlighted the centrality of the gendered, lived body as a key social construct contouring participant perceptions in the swimming pool environment. Women reflected upon their self-perceived physical deficiencies when wearing revealing swimming costumes, particularly under the critical gaze of ‘other’ bodies, whether present or imagined. The co-presence of other bodies was also central in shaping lived experiences, and the presence of ‘dependent’ children’s bodies shifted bodily intentionality away from the self towards perceived maternal responsibilities and the management of perceived risks, including ‘dirt’ and ‘germs’ and the negotiation of the tacit rules of the swimming pool. Results also suggest that the emphasis on maternal responsibility in aquatic leisure activity and timing of parent-toddler sessions could lead to reproduction of gender inequalities and the exclusion of some fathers from participation.     

Inked: historic African-American beach site as collective memory and group ‘Third Place’ sociability on Martha’s Vineyard

Using data gained from ethnographic research and interviews, this article examines ‘third place’ sociability in the social interactions of the Polar Bears of Martha’s Vineyard, a group of predominantly but not exclusively middle-aged and senior African-American men and women who swim, exercise and socialise together each morning at ‘the Inkwell’ beach. Using Georg Simmel’s concept of sociability and Ray Oldenburg’s third-place theoretical framework, this study explores the key role of the Monday communal breakfast and the function of conversation in establishing bonds between individuals. It further investigates the promotion of strong feelings of social connectedness, belonging, social support, social capital gains and community among its group members. The ongoing sociability and informal rules of the Polar Bears of Martha’s Vineyard has enabled it to become a model group demonstration of third-place community building. The importance of race, class and place is socio-historically investigated within the broader social context of the popular racialised section of the beach, ‘the Inkwell’, of African-American community life, and within the sub-community milieu of group social interaction.     

The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality

The current study provides and tests an integrated model that examines two relationship quality constructs (overall customer satisfaction, customer-company identification) as mediating variables between Chinese tourists' lodging service quality perceptions and two outcomes (repurchase intentions, subjective well-being). The results of a study with domestic Chinese hotel guests (n = 451) provide support for the proposed model. Specifically, the results indicate that overall customer satisfaction fully mediates the relationship between perceived service quality and repurchase intentions and subjective well-being, respectively. Customer-company identification partially mediates the relationship between perceived service quality and repurchase intentions and subjective wellbeing, respectively. We provide empirical validation that customers do, indeed, identify with hospitality providers, and this, in-turn, provides positive consequences for both the service provider (i.e., repurchase intentions) and the customer (i.e., subjective well-being). Managerial implications are provided, limitations noted, and future research directions suggested.     

Tourist Satisfaction and Destination Image of Vietnam's Ha Long Bay

Although considerable work has been done on destination image as a whole, far less research has investigated the differences in destination image assessments for domestic versus international visitors in developing countries. This study offers findings that illustrate the differences in perception of destination image, satisfaction attributes, and intention among domestic and international visitors to Ha Long Bay, a United Nations Educational Scientific and Cultural Organization World Heritage Site in Vietnam. The results of a survey on 650 tourists suggest that international visitors to the Ha Long Bay region have higher standards and are more critical in their evaluation of services than domestic visitors when judging this destination. Destination image is a common factor determining the level of satisfaction of both groups. Basic and augmented services were found to influence international visitors’ future intention toward the destination. This finding implies that the destination managers of Ha Long Bay need to improve current standard of augmented services to yield higher visitors’ propensity to recommend and return to the destination.     

Perceived Restorativeness of Visits to Cultural Heritage Sites

This study aimed to examine whether a causal relationship exists between perceived restorativeness and emotional healing, visitor satisfaction, and intention to revisit with respect to a visit to the Seooreung Shrine in South Korea. Attention restorativeness theory claims that four factors (being away, fascination, extent, and compatibility) induce a restorative environment. The results of the conducted survey support the four factors of attention restorativeness theory. Two distinct groups were identified and differences were discovered between the groups with respect to satisfaction and perceived restorativeness. Emotional healing exerted more influence on intention to revisit than visitor satisfaction. This study delivers a significant outcome as pioneer research on healing tourism by discovering emotional healing as a precedent variable to visitor satisfaction and intention to revisit in the area of cultural heritage tourism.     

Research continuum on consumer education and brand knowledge: A critical analysis

Consumer education and brand knowledge have emerged as the dynamic tool in the complex marketplace today that actively stimulate the cognitive behavior of consumers toward developing purchase intentions and buying decisions. The general objective of this study is to critically review the previous studies on the role of brand literacy, transfer and perceptions of knowledge, purchase intention, shopping ambiance and customer satisfaction, and illustrate the consumer decision making process induced by the above factors. The literature review reveals that brand education plays significant role as a driver of decision making among consumers, which not only empowers consumers in developing perceptions on the brand but also helps the companies on brand co-designing and knowledge dissemination process. Consumer literacy and brand knowledge helps the consumers in assessing the brand value, competitive advantage, and operational efficiency of the brand toward building purchase intentions. The effects of the increasing levels of customer expertise in the marketplace today is seen as the outcome of consumer education and perceived brand knowledge.     

The symmetric and asymmetric influences of destination attributes on overall visitor satisfaction

Visitors are impressed by specific destination attributes, which are sometimes the main motivating reasons for the travel selection or sometimes they are just one of the elements of a whole destination experience. This is because tourism and travel products are generally a combination of several different supplier offerings or they are a combination of the natural and artificial attributes of a destination that cannot be fully known before the experience of travel. Moreover, the importance and influence of these attributes on overall visitor satisfaction may differ considerably, depending on the market segments. In recent years, some studies have shown that the influences of destination attributes on overall visitor satisfaction are not symmetric in every case. For the purposes of this study, the symmetric and asymmetric influences of destination attributes are investigated for three major market segments of the Side-Manavgat area, Antalya, Turkey. The results show that the importance and influences of destination attributes may change according to the analysis technique employed and the market segment examined.