Antecedents of memorable tourism experience related to behavioral intentions

This study investigates the antecedent factors of memorable tourism experience (MTE) and their relationship to visitors’ behavioral intentions (BIs); Kim, Ritchie, & McCormick, 2012 ). Based on a survey of 314 structured interviews among visitors to the zoo and museum in Rovaniemi, Finland, the study reveals different MTE dimensions than in Kim et al.’s study. Only four factors—hedonism, local culture, involvement, and knowledge—influence visitors’ BIs. The results suggest the need to rebuild the scale of MTE by incorporating other relevant dimensions.     

You never know what you will get in an Airbnb: poor communication destroys value for guests

ABSTRACT

This study explores the antecedents of value co-destruction in the context of a new form of accommodation, Airbnb. Data were gathered using semi-structured interviews from people who had stayed in Airbnb accommodations during the previous 12 months. A total of 21 interviews were conducted, of people representing five nationalities. Using the grounded theory approach, the findings indicate that poor communication between the guest and host was one of the main reasons contributing to value co-destruction during the Airbnb accommodation experience. From the guest perspective, value co-destruction due to poor communication resulted in unexpected resource losses, including time and money. One interviewee also regretted the lost experience. Although the majority of the interviewees did not have negative Airbnb accommodation experiences, some did not experience a reciprocal and mutually beneficial relationship.     

My bad for wanting to try something unique: sources of value co-destruction in the Airbnb context

ABSTRACT

The present study explores the antecedents of value co-destruction – in the sharing economy context, specifically with respect to Airbnb. The study focuses on negative reviews from Airbnb customers, which were typed in English and posted online. The research employed five keywords, ‘bad’, ‘awful’, ‘poor’, ‘terrible’, and ‘horrible’, to capture the online narratives linked to customers’ negative experiences with Airbnb. Out of the 2,733 online reviews screened, the study focused on 694 negative reviews. The data analysis followed the grounded theory approach, resulting in two distinct themes reflecting the antecedents of value co-destruction: the bad behaviour of Airbnb hosts and the company's poor customer service. These findings contrast with previously studies, which have indicated Airbnb's remarkable customer satisfaction levels as evidenced by positive user reviews. The managerial implications of the present study's results indicate that Airbnb should clearly invest additional resources to minimize the negative experiences of its customers; by clearly defining the hosts’ tasks and responsibilities. In addition, when customers report their dissatisfaction, their concerns should be addressed promptly and effectively through good customer service.     

The memorable souvenir-shopping experience: antecedents and outcomes

This study examines the relationship among authenticity, satisfaction, co-creation, memorable souvenir-shopping experiences, and place attachment. A post-holiday web-based survey was conducted among tourists to Rovaniemi, Finland, and a valid sample of 301 tourists was used for data analysis. The survey results show that satisfaction and co-creation during onsite souvenir shopping at a tourism destination create memorable souvenir shopping experiences, and that such memories enhance tourists’ feelings of attachment to the destination. The implications for retail management are that souvenir vendors should offer a large assortment of souvenirs to suit tourists’ individual tastes. Souvenir retailers can enhance customer satisfaction through taking such steps as training personnel on customer shopping satisfaction, extending operating hours, broadening the accepted means of payment, and improving the quality and display of products as well as the external appearance of their shops. Additionally, souvenir retailers should interact with customers and engage in onsite co-creation to arouse interest and attention.     

Linking accommodation choice,information overload and choice overload

ABSTRACT

The present study examines the temporal sequence of vacation decision-making, in particular, choice of accommodation and whether tourists experience information overload and choice overload when booking accommodation for an exotic distant destination. The data were gathered through semi-structured interviews among 17 tourists who had visited Rovaniemi, Finland representing 12 different nationalities. Nine out of the 17 participants had made their choice and booked their accommodation just one month before travelling to Rovaniemi. In addition, besides one study participant from Kuwait, none had experienced information overload and choice overload. The findings suggest that because of the growth and use of digital technology, today tourists are adaptive, continuously assessing the value of their planned itinerary, and are more receptive to the acquisition of new information.