Search results

Bitner’s (1992) concept of servicescape has received widespread academic attention, resulting in many conceptual and empirical studies. By scanning the servicescape literature and other relevant concepts, Pizam and Tasci (2019) provided experienscape, an expanded version of servicescape, to be measured from different stakeholders’ perspectives with a multidisciplinary approach. This paper aims to build on Pizam and Tasci’s conceptualization of experienscape and expand its nomological network with other pertinent concepts related to different stakeholders with an interdisciplinary approach.

This is a conceptual study analyzing diverse literature related to servicescape, experienscape and other related concepts and theories to provide an integrated and holistic picture of experienscape for more robust theory development. Several new relationships are synthesized for hypothesis development and testing in future research.

The review of past research reveals that servicescape literature has mostly focused on outcomes for the benefit of brands and firms and missed outcomes for consumers and other stakeholders. In addition, servicescape literature lacks several critical concepts in the affective, cognitive and behavioral reaction domains, as well as moderator factors. The relevance of some theories such as branding (e.g. brand identity, personality, image, perceived quality, consumer value, brand value and self-congruity), cocreation/coproduction/codestruction, transformation, subjective happiness, subjective well-being and quality of life is completely overlooked.

Experienscape is a container of complex systems where needs, wants and expectations of multiple stakeholders are entertained, often at the same time through dynamic interactions among multiple stakeholders. Thus, a holistic understanding of experienscape requires dynamic integration of theories explaining the behavior of different stakeholders by cross-fertilizing theories through interdisciplinary research rather than unidisciplinary or multidisciplinary research conducted in separate silos.

By adopting Pizam and Tasci’s (2019) experienscape concept, this study expanded the relational network of service environment components (i.e. sensory, functional, social, natural and cultural components of experienscape) by incorporating diverse theories and concepts that explain cognitive, affective and conative reactions of different stakeholders to an experience environment. Additionally, the current study recommends attention to human-centric outcomes such as transformation, subjective well-being, subjective happiness and quality of life, which were completely overlooked in previous servicescape research.

The purpose of this paper is to clarify the concept of perceived risks, identify the main antecedents and outcomes of health risk perceptions and propose a conceptual model of health risk perceptions in tourism.

This paper provides a review of the literature on customer risk perceptions, along with their antecedents and outcomes, and proposes a conceptual model of health risk perceptions in tourism.

Key findings reveal that the main factors of health risk perceptions can be broadly classified into cognitive, affective, individual and contextual components. The proposed conceptual model of health risk perceptions provides a theoretically integrated overview of relationships between all groups of factors, tourists’ risk perceptions and travel intentions.

The paper contributes to theory by offering a new approach to health risk perceptions in tourism, which remain underexplored in previous studies. The literature review adds to the body of knowledge by introducing four main groups of factors affecting tourists’ health risk perceptions, while the conceptual model proposes relationships between these factors, tourists’ risk perceptions and travel intentions.

本文的目的是阐明可感知风险的概念, 确定健康风险感知的主要前提和結果, 并提出旅遊业健康风险感知的概念模型。

本文提供了一份关于顾客风险认知的文献综述, 连同他们的前提和结果, 并提出了一个旅遊业健康风险感知的概念模型。

主要发现揭示了健康风险感知的主要因素可以大致分为认知, 情感, 个体和情境成分。所提出的健康风险感知概念模型提供了一个理论上的关于各个成分之间, 游客风险感知, 和出游意向之间综合关系的概况。

本文通过提供一种在以前研究中未被探索的新的旅遊业健康风险感知方法, 为理论发展做出了贡献。文献综述通过介绍影响遊客健康风险感知的四个主要因素丰富了相关知识体系, 所提概念模型则建议了这些因素, 遊客风险感知以及出游意向之间的关系。

Antecedentes y resultados de las percepciones de riesgos para la salud en el turismo: Un modelo conceptual

El propósito de este artículo es clarificar el concepto de riesgos percibidos, identificar los principales antecedentes y resultados de las percepciones de riesgos para la salud, y proponer un modelo conceptual de las percepciones de riesgo para la salud en el turismo.

Este artículo provee una revisión de la literatura sobre las percepciones de riesgo de los clientes, junto con sus antecedentes y resultados, y propone un modelo conceptual de las percepciones de riesgo para la salud en el turismo.

Los resultados clave revelan que los principales factores de las percepciones de riesgos para la salud pueden clasificarse generalmente en componentes cognitivos, afectivos, individuales, y contextuales. El modelo conceptual propuesto de las percepciones de riesgos para la salud provee una perspectiva teoréticamente integrada de la relación entre todos los grupos de factores, las percepciones de riesgo de los turistas, y las intenciones de viaje.

El artículo contribuye teoréticamente al ofrecer un nuevo enfoque sobre las percepciones de riesgos para la salud en el turismo, que siguen sin ser exploradas en estudios anteriores. La revisión de literatura contribuye al cuerpo de conocimiento al introducir los cuatro principales grupos de factores que afectan las percepciones de riesgo para la salud de los turistas, mientras que el modelo conceptual propone la relación entre estos factores, las percepciones de riesgo de los turistas, y las intenciones de viaje.

Resident satisfaction is a catalyst for continuing care retirement communities (CCRCs) to enhance their competitiveness in the expanding senior living market. CCRC attributes play an imperative role in resident satisfaction when older adults reside in these communities. The purpose of this study was to identify the attributes that affect CCRC resident satisfaction and quantify their relative levels of importance. In addition, the impact of resident satisfaction on word of mouth (WOM) and satisfaction with life was examined.

The proposed hypotheses were tested by performing structural equation modeling on the data collected from 332 CCRC residents throughout the USA.

The study results revealed that all 10 of the CCRC attributes identified in this study significantly influenced resident satisfaction. Sociopsychological factors had the strongest influence on resident satisfaction, followed by cost and value, medical services, availability of activities, food and beverage services, design, rooms, management and staff, location, and spiritual environment. The study results further indicated that resident satisfaction had a positive impact on WOM and satisfaction with life.

This study provides significant practical implications for CCRC owners and operators to help them better identify the types of CCRC attributes and their relative levels of importance for resident satisfaction.

This study is one of the first comprehensive studies to identify CCRC attributes associated with resident satisfaction and examine the impact of resident satisfaction on satisfaction with life within the senior living field.

This paper aims to review and discuss customer satisfaction and its application to the hospitality and tourism industries. This paper defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. This paper is a revision and update of an article previously published by Pizam and Ellis (1999) on customer satisfaction measurements.

The most recent research on customer satisfaction measurements and scales is summarized and presented in the paper.

Following a discussion on the dimensions and attributes of satisfaction, the main methods of measuring satisfaction are listed, and cross-cultural issues that affect satisfaction are reviewed. Finally, the paper concludes with a comprehensive review of the current online tools and techniques available for measuring customer satisfaction.

This summary gives a good overview to researchers who require a comprehensive review of the available research measurements and scales for customer satisfaction.

For the past decade, a considerable amount of research has been conducted in customer satisfaction. Finding the appropriate measurements and scales for customer satisfaction can be time-consuming and confusing. This paper provides a comprehensive overview of the best-known measurements and scales in customer satisfaction research. The paper also provides innovative online tools and techniques available for research.

This study aims to investigate the effects of hotel customers’ perceived utilitarian and hedonic values on their intention to use service robots. In addition, the influences of innovativeness, ease of use and compatibility on hotel customers’ perceived utilitarian and hedonic values were examined.

The data of the current study was collected from 11 countries including the USA, UK, Turkey, Spain, Romania, Japan, Israel, India, Greece, Canada and Brazil. A structural equation modeling was used to test the study hypotheses.

The results indicated that hotel customers’ intention to use service robots was positively influenced by their utilitarian and hedonic value perceptions. In addition, customers’ perceptions of robots’ ease of use and compatibility had a positive impact on their perceived utilitarian and hedonic values.

The findings of the current study provide unique contributions in the context of hospitality robotics technology adoption literature. In addition, this study provides valuable insights and novel opportunities for hospitality decision-makers to capitalize on, as they strive to strategize the integration of robot-based services into their operations.

本研究调查了酒店顾客感知功能性价值和享乐性价值对服务机器人使用意向的影响。此外, 本研究考察了创新性、易用性和兼容性对酒店顾客感知功能性价值和享乐性价值的影响。

本研究的数据来自美国、英国、土耳其、西班牙、罗马尼亚、日本、以色列、印度、希腊、加拿大和巴西等十一个国家, 采用结构方程模型（SEM）对研究假设进行测试。

结果表明, 酒店顾客使用服务机器人的意向受到他们对功能性价值和享乐性价值的感知的积极影响。此外, 机器人易用性和兼容性对功能性价值和享乐性价值有积极影响。

本研究的发现对酒店行业机器人技术应用文献提供了独特的贡献。此外, 本研究为酒店业的决策者提供了宝贵的见解和新机遇, 使他们能够在将机器人服务的优势整合到酒店运营中。

The purpose of this paper is to report on how the University of Central Florida's (UCF's) Rosen College of Hospitality Management (RCHM) has established a long‐term and successful partnership with the hospitality and tourism industry in Central Florida.

A case study approach was followed and the findings and examples reported in this paper were drawn from official documents and the authors' personal experiences.

The RCHM, one of the leading hospitality and tourism colleges in the world, has established and maintained successful partnerships with hospitality and tourism organizations in the Central Florida region. Over the years, industry partners have committed significant resources to the RCHM. In return, the RCHM has supported the industry by providing trained students and graduates, along with numerous research and consultancy projects. These successful partnerships were accomplished through mutual trust, an understanding of each other's needs and expectations, and successful collaboration between key industry owners/executives and senior administrators of the RCHM and UCF.

This study implies that the establishment of strong partnerships between hospitality and tourism organizations and hospitality colleges requires college administrators to work closely with industry owners/executives to build mutual trust, personal friendships, and a common understanding of industry needs and expectations. Future studies may investigate similar successful industry‐university partnerships.

This study provides examples on how a hospitality college can form long‐term and successful partnerships with hospitality and tourism organizations.

There are few studies that provide evidence of successful partnerships between hospitality colleges and hospitality and tourism organizations.

Reviews empirical studies examining psychological characteristics of innovation. States that the literature was delved into to analyse characteristics which are relevant. Evaluates and discusses the various literature sources and suggests various advantages and disadvantages therein. Concludes that, though difficult, the need for the future is: more studies using the same psychological inventory across many products; more studies on the same product using many psychological inventories.

The purpose of this paper is to discuss the contribution of animal‐based attractions to ecological causes – particularly wildlife conservation and environmental education – while portraying the debate regarding the legitimacy and effectiveness of these sites.

An extensive literature review gives examples, demonstrating the potential of animal‐based attractions to support the causes of ecological sustainability while raising the challenges, constraints, and limitations in utilizing them to the fullest.

Opposition to animal‐based attractions is fierce and should be understood and addressed by management and regional associations.

Suggestions for improving the sites' operations are elaborated throughout the paper.

The paper is of value to relevant stakeholders including zoological professionals and animal activists, and it can raise awareness of certain aspects that may not have received adequate attention.

The goal of a behavior analysis approach to travel studies is to understand the psychological forces that motivate an individual traveler, that influence the various travel‐related decisions the individual makes, and that impact the level of satisfaction with a destination region (Chon, 1989). A number of tourism and recreation researchers have investigated the reasons why people travel; studied the traveler's travel purchase behavior; and emphasized the image of a tourist destination and the tourist's perception of an attitude toward a tourist destination.

Reviews and discusses the topic of customer satisfaction and its application to the hospitality and tourism industries. Defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. Following a discussion on the dimensions and attributes of satisfaction, lists the main methods of measuring satisfaction and concludes with a review of global and cross‐cultural issues that affect satisfaction.