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1 – 10 of over 2000
Article
Publication date: 9 January 2017

Paul Williams, Geoff Soutar, Nicholas Jeremy Ashill and Earl Naumann

The purpose of this paper is to investigate the drivers of customer value, and their respective relationships with customer satisfaction and behavioral intentions, between two…

2262

Abstract

Purpose

The purpose of this paper is to investigate the drivers of customer value, and their respective relationships with customer satisfaction and behavioral intentions, between two culturally distinct groups of adventure tourists.

Design/methodology/approach

The study adopted a descriptive design and compared data from 301 Japanese and Western adventure tourists who experienced the same adventure tour. The respondents were split into two groups, and a path modeling approach was used to examine similarities and differences.

Findings

The results indicated that Japanese tourists attached more importance to emotional value and novelty value. Western tourists, however, attached relatively more importance to the utilitarian dimension of price value for money.

Practical implications

The main implication of this study is that tourism operators should account for differences in value perceptions between Japanese and Western tourists when planning tour operations, training tour guides, and managing tour itineraries. Operators should also consider customizing their tour products to fit the specific needs of these different cultural groups. This reinforces the adaptation argument when marketing tourism to international consumers.

Originality/value

This study highlights that different value drivers affect the satisfaction and behavioral intentions of Japanese tourists, relative to Western tourists. The need for adaptation of tourism products toward certain international tourists is thus necessary. The research also reinforces the importance of conceptualizing and measuring customer value as a multidimensional construct in an international adventure tourism context.

Details

Journal of Service Theory and Practice, vol. 27 no. 1
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 11 June 2024

Sheng Ye, Joanne Sneddon, Anat Bardi, Liat Levontin, Geoffrey Soutar and Julie Lee

This paper aims to draw on values theory, associative network theory and schema congruity theory to examine how consumers attribute human-like values to product categories and…

Abstract

Purpose

This paper aims to draw on values theory, associative network theory and schema congruity theory to examine how consumers attribute human-like values to product categories and products, and how these attributions affect product evaluations.

Design/methodology/approach

Study 1 randomly assigned 925 respondents to one of three product categories (cars, mobile phones and vacations). They were asked about their values and to attribute values to an assigned product category. Study 2 randomly assigned 919 respondents to one of the four value-expressive car conditions. They were asked to attribute values to the car, and then about their attitudes and purchase intentions.

Findings

Respondents attributed human-like values to product categories and products that were distinct and reflected the motivational compatibilities and conflicts inherent in the circular structure of human values. Moreover, multifaceted value congruity effects were found to positively influence attitudes and intentions to purchase a car, including congruity with product category values-schema, consumers’ personal values-schema and the structure of human values.

Originality/value

The authors demonstrate how a cognitive memory-based view can be used to better understand the complexities of the attribution of human-like values to products and product categories. Moving beyond the attribution of brand personality, this study shows the importance of not only understanding the attributions of values to a product but also considering how these attributions interact with the more abstract product category values to influence evaluations.

Details

European Journal of Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 30 May 2020

Nicholas J. Ashill, Rania W. Semaan, Tanya Gibbs and Aaron Gazley

Despite major market-orientated reforms to enhance the competitive advantage of Russian domestic firms, the antecedents and consequences of frontline employee (FLE) customer…

Abstract

Purpose

Despite major market-orientated reforms to enhance the competitive advantage of Russian domestic firms, the antecedents and consequences of frontline employee (FLE) customer orientation (CO) remain poorly understood. Acknowledging this paucity of research, the authors draw upon a hierarchical model of personality to examine personality trait determinants of CO and job performance in the context of the Russian financial services sector.

Design/methodology/approach

Data was collected from 186 FLEs using a self-administered survey questionnaire and analyzed using AMOS.

Findings

The results identify which basic personality traits matter in translating FLE CO behavior into higher job performance in the Russian retail-banking sector.

Research limitations/implications

Limitations of the study include the generalizability of the findings within one organizational context. Future research should examine whether the found associations hold true for FLEs working in other service sectors in other parts of the country.

Practical implications

Study findings differ significantly to Western-based research and provide valuable insight into the process that motivates Russian FLEs in a commercial retail setting to perform better in their jobs.

Originality/value

This is the first empirical study that employs a hierarchical model of the effects of basic personality traits on FLE CO and job performance in a former socialist/communist economy. We also advance existing research on FLE CO by distinguishing between two types of CO behavior. Findings provide an understanding of those personality traits that affect the ability of Russian FLEs to better satisfy customer needs and to interact and serve customers in an enjoyable way.

Details

International Journal of Bank Marketing, vol. 38 no. 5
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 6 July 2012

Kavisha Jegethesan, Joanne N. Sneddon and Geoffrey N. Soutar

The purpose of this paper is to explore the importance of functional, hedonistic and ethical attributes of denim jeans attributes and the trade‐offs young adult Australian…

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Abstract

Purpose

The purpose of this paper is to explore the importance of functional, hedonistic and ethical attributes of denim jeans attributes and the trade‐offs young adult Australian consumers made within these attributes when making a purchase decision.

Design/methodology/approach

A two‐stage mixed‐method approach was used to explore the importance of denim jeans attributes and the trade‐offs made within these attributes. First, focus groups were used to identify attributes that were important to young Australian adult consumers. In the second stage, conjoint analysis was used to estimate the relative importance of the product and ethical attributes that were identified in the focus groups and the trade‐offs made within this attribute set.

Findings

Focus group participants identified style, price, brand, country of origin and ethics as attributes that they used to evaluate denim jeans. In the conjoint analysis respondents identified price as having the highest relative importance, followed by brand, country of origin, style and ethical attributes. It was clear multiple attributes were valued and, although the ethical attributes that were included were not as important as garment attributes, respondents appeared to make trade‐offs between garment and ethical attributes when purchasing denim jeans.

Originality/value

The paper identifies attributes of denim jeans that are valued by young Australian adult consumers. That product attributes were more important than ethical attributes suggests a focus on ethical credentials may not be effective. Denim jeans are more likely to be purchased by young Australian adults if they are reasonably priced, made in Italy and have a designer brand.

Details

Journal of Fashion Marketing and Management: An International Journal, vol. 16 no. 3
Type: Research Article
ISSN: 1361-2026

Keywords

Article
Publication date: 6 May 2014

Joanne Nicola Sneddon, Geoffrey N. Soutar and Julie Ann Lee

The purpose of this paper is to explore the potentially conflicting positive and negative ethical aspects of wool apparel and the relative importance of these ethical attributes…

3045

Abstract

Purpose

The purpose of this paper is to explore the potentially conflicting positive and negative ethical aspects of wool apparel and the relative importance of these ethical attributes when consumers in the USA make wool apparel purchase decisions.

Design/methodology/approach

A two-stage mixed-method approach was used to explore the positive and negative ethical aspects of wool apparel and the relative importance of these ethical attributes in wool apparel purchase decisions. First, focus groups were used to identify ethical attributes that were important to wool apparel consumers in the USA. In the second stage, a conjoint survey was used to estimate the relative importance of the ethical and product attributes that were identified in the focus groups and the trade-offs made within this attribute set.

Findings

Seven themes of ethical issues related to wool apparel consumption emerged during the focus groups: animal welfare, workers’ rights, environmental impact, extrinsic attributes, natural wool, country of origin (COO) and fair trade. In the conjoint analysis respondents identified COO as having the highest relative importance, followed by price, brand, ethical attributes and style. A cluster analysis of survey responses suggested there were two clusters that differed in the importance they attached to ethical labelling issues in wool apparel. The first cluster, did not place a great deal of importance on the ethical labelling issues included in the study, however, the second smaller cluster, ethical issues, specifically the humane treatment of sheep, were considered most important.

Originality/value

The study identified wool apparel attributes that were valued by American consumers. That product attributes were more important than ethical attributes suggests a focus on ethical credentials alone may not be effective in wool marketing. Wool apparel was more likely to be purchased by American consumers if they were made in the USA, reasonably priced, made by an independent brand, from humanely produced wool and in a comfortable style.

Details

Journal of Fashion Marketing and Management, vol. 18 no. 2
Type: Research Article
ISSN: 1361-2026

Keywords

Article
Publication date: 10 April 2018

Nicola Jayne Williams-Burnett and Paula Kearns

Physical inactivity is a global pandemic and is the fourth biggest cause of death worldwide. Numerous campaigns and initiatives have been implemented globally but yet…

Abstract

Purpose

Physical inactivity is a global pandemic and is the fourth biggest cause of death worldwide. Numerous campaigns and initiatives have been implemented globally but yet participation levels remain static. The purpose of this paper is to offer sports providers, educators, policy makers and facilitators a new perspective on consumer values and the consumption of physical activity.

Design/methodology/approach

Researchers conducted a quantitative questionnaire and collected 342 responses through Facebook (social media) from the geographical region, South Wales. Data were analysed using independent t-tests to compare the means between two unrelated groups (active/non-active) against the Sport and Physical Activity Value Model value dimensions.

Findings

The findings are divided into three sections of consumption (pre, consumption, post), results identify differences of consumer values between the active and non-active respondents. For example, service values, the non-active individual have higher expectations of the servicescape and provider than active individuals, suggesting that servicescape concept is one of the key dimensions of consumer value.

Research limitations/implications

The study was confined to one geographic region (South Wales) and only quantitative data were collected when further studies will require exploratory qualitative methods to have a greater understanding.

Practical implications

Findings from this study have been used to assist with the design and creation of an exercise class within a deprived area focussing on the values of consumption for the active and non-active. This study offers the sports provider, educator, policy maker another viewpoint of the consumption of physical activity.

Originality/value

Extant literature on physical activity predominately focusses on levels and there is little benefits in the way of understanding the dimensions of consumer values and the consumption of physical activity. This study contributes to this literature.

Details

Education + Training, vol. 60 no. 9
Type: Research Article
ISSN: 0040-0912

Keywords

Book part
Publication date: 14 December 2023

An-Na Li, You-De Dai, Tsungpo Tsai, Giun-Ting Yeh and Yuan-Chiu Chen

This study examines the relationship between food experience, emotion, place attachment, and tourists' revisit behavioral intention. A survey questionnaire is conducted on-site in…

Abstract

This study examines the relationship between food experience, emotion, place attachment, and tourists' revisit behavioral intention. A survey questionnaire is conducted on-site in Lukang and distributed to 408 tourists. The dimensions of food experience are established through factor analysis, and a hypothesized model of the relationships between the constructs is tested using structural equation modeling (SEM). The results indicate that tourists' food experiences included local flavor, media recommendation, local learning, life transfer, and interpersonal sharing. In addition, food experience has a significant impact on emotion and place attachment, and emotion has a substantial effect on place attachment. Finally, place attachment significantly impacts tourists' revisit behavioral intention. The study makes a significant theoretical contribution by identifying food experience, emotion, and place attachment as the salient predictors of heritage tourists' revisit intention. Furthermore, the study suggests that food experiences enhance effective bonding at tourism destinations.

Book part
Publication date: 7 September 2020

David McA. Baker

If aeroplanes and passengers, as well as property and people on the ground are to be protected, potential perpetrators of aviation terrorism must be prevented from breaching…

Abstract

If aeroplanes and passengers, as well as property and people on the ground are to be protected, potential perpetrators of aviation terrorism must be prevented from breaching security checkpoints and gaining access to ‘secure’ airport areas and to aircrafts. Given the interconnectedness of the air transportation system, a sufficiently high level of security must be provided throughout the entire system. In this chapter we examine terrorism issues relevant to airline and airport security internationally, a topic that has received much attention since 9/11. Understanding the key issues is crucial in evaluating the various methods of regulating and providing aviation safety and security. The purpose of this chapter is to review the key features of the Aviation and Transportation Security Act and the characteristics of the resulting security policy. Then we examine terrorism, previous terrorists' acts against aviation as well as current and future aviation threats. A summary of our major points completes the chapter.

Details

Tourism, Terrorism and Security
Type: Book
ISBN: 978-1-83867-905-7

Keywords

Article
Publication date: 1 February 1987

James Love

The issue of export instability exerts an enduring fascination for economists with an interest in the area of economic development. Over several decades a voluminous literature…

Abstract

The issue of export instability exerts an enduring fascination for economists with an interest in the area of economic development. Over several decades a voluminous literature has emerged embracing debates on the domestic consequences and on the causes of export instability. The purpose here is to examine these debates and an attempt is made to set out different theoretical stances, to classify and examine empirical findings, and to indicate the directions in which the debates have moved. Such a statement of a review article's purpose is, of course, incomplete without more specific delineation of the boundaries within which the general objectives are pursued. Here that delineation has three facets.

Details

Journal of Economic Studies, vol. 14 no. 2
Type: Research Article
ISSN: 0144-3585

Article
Publication date: 2 November 2012

Tim Mazzarol and Geoffrey N. Soutar

The purpose of this paper is to review the changes in the international education sector that have taken place over the decade since the authors' book, The Global Market for

4170

Abstract

Purpose

The purpose of this paper is to review the changes in the international education sector that have taken place over the decade since the authors' book, The Global Market for Higher Education was published in 2001.

Design/methodology/approach

The paper is an expert opinion that draws on global trends in the international education sector.

Findings

Since the publication of the authors' book, the global market for higher education has changed significantly. A decade ago competition was between a few mainly English language instruction countries in the developed world. The principal destination country was the United States followed by Britain, but with Australia, Canada and New Zealand actively competing. In 2012, competition has expanded, with former sending nations (e.g. Singapore, China, India) becoming destinations. Competition among established nations has also intensified.

Originality/value

This paper provides a strategic overview of the state of international education and a unique perspective on the trends that have shaped and will continue to shape this industry into the future.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 24 no. 5
Type: Research Article
ISSN: 1355-5855

Keywords

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