Search results

1 – 10 of over 27000
To view the access options for this content please click here
Article
Publication date: 11 December 2018

Heesup Han, Kiattipoom Kiatkawsin and Wansoo Kim

The purpose of this paper is to examine the intricate associations among the performance of ambient atmospherics, emotional experiences, overall image and guest…

Downloads
1068

Abstract

Purpose

The purpose of this paper is to examine the intricate associations among the performance of ambient atmospherics, emotional experiences, overall image and guest satisfaction and test the influence of these relationships on loyalty intentions by considering the moderating impact of continuance commitment in the upscale hotel context.

Design/methodology/approach

A field survey was conducted to collect the data. A quantitative approach was used for data analysis. Structural equation modeling and a test for metric invariance were used to identify the impact of study variables.

Findings

The results of this paper indicated that the hypothesized relationships were in general significant, that the proposed theoretical framework satisfactorily predicted guests’ intentions to be loyal and that the role of satisfaction among study constructs was prominent. Findings from the test for metric invariance also showed that continuance commitment significantly affected the associations among emotional experiences, satisfaction and loyalty intentions. Moreover, emotional experiences, overall hotel image and guest satisfaction were found to play a significant mediating role in generating loyalty intentions.

Practical implications

The findings of this paper inform hotel practitioners of the clear role of atmospherics, emotional experiences, image, satisfaction and continuous commitment in building loyalty. In addition, these findings can help hotel practitioners and researchers invent thorough and strategic methods for loyalty enhancement.

Originality/value

The existing hotel literature has provided a limited view regarding the impact of these research variables. The present paper filled this research gap through the successfully development of a robust framework for hotel guest loyalty.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

To view the access options for this content please click here
Article
Publication date: 1 May 2020

Ririn Tri Ratnasari, Sri Gunawan, Imron Mawardi and Kusuma Chandra Kirana

The purpose of this paper is to examine halal certification for halal culinary, destination brand and emotional experiences on customer satisfaction and behavioral intention.

Downloads
1004

Abstract

Purpose

The purpose of this paper is to examine halal certification for halal culinary, destination brand and emotional experiences on customer satisfaction and behavioral intention.

Design/methodology/approach

This study uses a quantitative survey approach to 400 respondents consisting of Muslim foreign and domestic tourists who had visited Lombok in the past three years. The sampling technique is by purposive sampling. The analysis technique used in this study is structural equation modeling-partial least square (SEM-PLS).

Findings

The findings showed that halal certification has no effect on customer satisfaction but on influenced behavioral intention, destination brand of Lombok had no effect on customer satisfaction; customer satisfaction influenced behavioral intention and emotional experiences affected customer satisfaction and behavioral intention.

Research limitations/implications

This study collects data from respondents both domestic and foreign tourists simultaneously. However, the data acquisition of respondents and foreign tourists is not balanced. Thus, this study analyzes tourists in general, not distinguished between foreign and domestic tourists.

Practical implications

The government and tourism organizers in Lombok need to provide socialization for domestic and foreign tourists on the need to choose halal-certified food and drinks to ensure halal and hygiene. In addition, so that the destination image of Lombok can provide a beautiful experience that becomes a moment of the truth, then the local government should improve its service strategy holistically.

Social implications

Destination image needs to be improved. This requires holistic tourism quality services so that the social community knows that Indonesia has a halal tourism destination that exists as tourists come from the airport to the hotel and enjoy food in restaurants and tourist attractions that are Muslim friendly.

Originality/value

This paper contributes to filling the void in the literature related to tourism management that is linked to tourism in the aftermath of natural disasters, where empirical studies on halal tourism are on the rise. Therefore, respondents in the study were specific, that is, those who had traveled. To the best of the authors’ knowledge, this study is the first of a kind that includes behavioral intention in tourist destinations after natural disasters in the Indonesian context.

Details

Journal of Islamic Marketing, vol. 12 no. 4
Type: Research Article
ISSN: 1759-0833

Keywords

To view the access options for this content please click here
Article
Publication date: 23 February 2018

Muhammad Sabbir Rahman, Mahafuz Mannan, Md Afnan Hossain and Mahmud Habib Zaman

The purpose of this paper is to examine patient’s behavioral intention in a comparative analysis between public and private hospitals in the context of a developing country.

Downloads
1100

Abstract

Purpose

The purpose of this paper is to examine patient’s behavioral intention in a comparative analysis between public and private hospitals in the context of a developing country.

Design/methodology/approach

The research design was cross-sectional. A conceptual model was developed through an extensive literature review. Survey research was conducted to collect the data from the patients of public and private hospitals of Bangladesh. Partial least square structural equation modeling was used to perform a comparative analysis of the proposed model.

Findings

Perceived service quality and corporate image both were found to have a positive direct effect on patient’s behavioral intention for both public and private hospitals. While emotional satisfaction was found not to influence patient’s behavioral intention for public hospitals, it was found to fully mediate the perceived service quality-behavioral intention relationship and partially mediate the corporate image-behavioral intention relationship for private hospitals. Experience economy was found to partially mediate the corporate image-behavioral intention relationship for public hospitals, while it was found to partially mediate both the perceived service quality-behavioral intention and corporate image-behavioral intention relationships for private hospitals.

Originality/value

This is the first of a kind study that combined experience economy and emotional satisfaction with perceived service quality and corporate image to predict patient’s behavioral intention in a comparative study between public and private hospitals in the context of a developing country.

Details

Marketing Intelligence & Planning, vol. 36 no. 3
Type: Research Article
ISSN: 0263-4503

Keywords

To view the access options for this content please click here
Article
Publication date: 23 September 2020

Chhanda Biswas, Santus Kumar Deb, Abdulla Al-Towfiq Hasan and Md. Shariful Alam Khandakar

The study aims to examine the relationship between destination attributes and tourist satisfaction as well as the extent to which emotional involvement mediates between…

Abstract

Purpose

The study aims to examine the relationship between destination attributes and tourist satisfaction as well as the extent to which emotional involvement mediates between destination attributes and tourist satisfaction.

Design/methodology/approach

Data were collected from a sample of 600 domestic tourists by using a purposive sampling technique where 382 samples were useable, and the response rate was 63.67%. The structural equation modeling (SmartPLS 3.0.) was used to test the hypothesized relationship among variables.

Findings

Among the 16 hypothesized paths, 13 were supported. Destination attributes (accommodation, attraction, food and beverages and transportation) except safety significantly influence tourist satisfaction; herein accommodation has the greatest effect on tourist satisfaction. Similarly, destination attributes except safety significantly influence tourists’ emotional involvement. This study also reveals that tourists’ emotional involvement partially mediates in the link between destination attributes except for safety and customer satisfaction.

Research limitations/implications

The results of the study will assist the hospitality researchers and managers to understand the roles of destination attributes and emotional involvement on tourist satisfaction in the tourism industry.

Originality/value

The study is the first to explore the mediating relationship in the link between destination attributes and tourist satisfaction in the tourism industry.

Details

Journal of Hospitality and Tourism Insights, vol. 4 no. 4
Type: Research Article
ISSN: 2514-9792

Keywords

To view the access options for this content please click here
Article
Publication date: 16 January 2019

Ifigeneia Leri and Prokopis Theodoridis

This paper aims to explore the impact of the experience of a winery visit to the visitor’s emotions and the effect of these emotions on visitor’s intention to revisit and

Downloads
1224

Abstract

Purpose

This paper aims to explore the impact of the experience of a winery visit to the visitor’s emotions and the effect of these emotions on visitor’s intention to revisit and recommend a winery as consequences of visitor satisfaction.

Design/methodology/approach

The study adopted a multi approach of customer experience, suggesting that visitors base their experience perception on the servicescape attributes, other visitors’ suitable behaviours and their own yearn for cognitive learning and fun. Path analysis is adopted to measure the impact of these constructs on visitor’s emotions and the role of these emotions in predicting visitor’s satisfaction and behavioural intentions. Data are collected through a self-administered highly structured questionnaire, self-completed by respondents at each winery. A total of 615 usable responses are obtained from eight wineries.

Findings

The results indicate that emotions are arisen – in a context of wine tourism – as a result of visitor’s evaluation of winery environment (especially Atmospherics, Signage and Facilities), other visitors’ appropriate behaviour and visitor’s desire to learn something new and to have fun during the winery experience. Also, it is revealed that visitor’s emotions positively impact on his/her satisfaction, which in turn seems to be a significant predictor of his/her intention to revisit the winery and give positive word-of-mouth.

Research limitations/implications

The findings broaden the knowledge on visitor’s winery experience and its impact on visitor’s satisfaction and future behavioural intentions. However, because the study focuses only on winery visitors in Greece, the research results may lack generalizability. The application of the study to other wineries would allow for wider generalisations to be made from the results obtained.

Practical implications

The overall findings may have significant implications for wine tourism industries. Also, it might be beneficial for wineries in their effort to provide a more valuable experience to wine tourists and in increasing wine tourists’ loyalty.

Originality/value

The paper’s originality lies in providing information to clarify the relationships between the constructs of experience, visitor’s emotions, satisfaction and future behavioural intentions in a winery setting. Also, this study provides new and practical insights of winery experience in the Greek context, an area where very limited research has been conducted. Finally, this is one of the few studies that focus on more than two servicescape elements and their impact on visitor’s emotions.

Details

Tourism Review, vol. 74 no. 3
Type: Research Article
ISSN: 1660-5373

Keywords

To view the access options for this content please click here
Article
Publication date: 10 December 2020

Ivana Šagovnović and Sanja Kovačić

The purpose of this paper is to investigate the influence of tourists’ sociodemographic characteristics on their perception of destination personality and emotional

Abstract

Purpose

The purpose of this paper is to investigate the influence of tourists’ sociodemographic characteristics on their perception of destination personality and emotional experience on the example of the city break tourism destination.

Design/methodology/approach

To examine this relationship, survey research was conducted on a sample of 203 national and international tourists who visited Novi Sad, the second-largest city in Serbia.

Findings

Research results confirmed the role of travelers’ sociodemographic variables in shaping their emotional experience and destination personality perception. The findings pointed out significant divergences in the perception of emotional experience in the case of respondents’ education level, previous visits to the city and travel companion. On the other hand, the analysis showed that repeat visitors significantly differed from first-time visitors regarding destination personality perception. In addition, differences in both destination personality and emotional experience assessment were found between national and international city break travelers.

Originality/value

The current study is first to focus on the role of travelers’ sociodemographic variables in simultaneous modeling of their perception of destination personality and emotional experience within the city break destination context. Besides, results revealed some new influencing factors of both destination personality and emotional experience perception, thus contributing to the existing tourism literature. In addition, this paper offers useful practical implications for city break marketers to adapt promotional activities, more effectively present the desired brand personality of the city to different sociodemographic categories of tourists and sustain repeat tourists’ perception of Positive surprise.

Details

International Journal of Tourism Cities, vol. 7 no. 1
Type: Research Article
ISSN: 2056-5607

Keywords

To view the access options for this content please click here
Article
Publication date: 5 June 2017

Man-U Io

This study aims to evaluate casino-hotel visitors’ tourism experiences which consist of multiple dimensions, and test their joint effects on visitors’ positive emotions and

Downloads
2261

Abstract

Purpose

This study aims to evaluate casino-hotel visitors’ tourism experiences which consist of multiple dimensions, and test their joint effects on visitors’ positive emotions and satisfaction. The findings are expected to reveal how multi-dimensional tourism experiences could shape visitors’ positive emotions, and empirically support positive emotions as the mediator between tourism experiences and satisfaction in the context of casino hotels.

Design/methodology/approach

A quantitative survey was conducted for this study. In all, 500 valid questionnaires were collected at four major casino hotels in Macao. Respondents were Chinese tourists who visited casino hotels in June. A structural model was developed and tested to understand the relationships between multi-dimensional tourism experiences, positive emotions and satisfaction.

Findings

Positive emotions were identified as “light pleasure” and “intense fun” emotions based on the context-specific measurement of casino hotels. The “light pleasure” emotions were found to be more effective in influencing respondents’ satisfaction than “intense fun” emotions. Different dimensions of tourism experiences were found to have different levels of impact on respondents’ positive emotions. The findings revealed how multi-dimensional tourism experiences influenced respondents’ positive emotions which in turn determined their satisfaction.

Originality/value

The findings advanced the understanding of the relationships between tourism experiences, positive emotions and satisfaction in the context of casino hotels. The two types of positive emotions identified in the study add values to the literature of casino-hotel visitors and emotional experiences. This study suggests a further investigation into the scope and measurement of each dimension of tourism experiences in different tourism settings in future research. The findings provided some practical suggestions for the management of positive emotions and tourism experiences in casino hotels.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 11 no. 2
Type: Research Article
ISSN: 1750-6182

Keywords

To view the access options for this content please click here
Article
Publication date: 30 September 2014

Giacomo Del Chiappa, Luisa Andreu and Martina G. Gallarza

This research aims to investigate whether emotions can be considered as a suitable variable to segment visitors at a museum. Furthermore, it seeks to analyse whether…

Downloads
3450

Abstract

Purpose

This research aims to investigate whether emotions can be considered as a suitable variable to segment visitors at a museum. Furthermore, it seeks to analyse whether emotions influence visitor satisfaction and whether this depends on objective variables (such as age, gender and level of education) or not.

Design/methodology/approach

A structured questionnaire was developed and data were collected at the National Museum of Archaeology “G.A. Sanna” in Sardinia (Italy) via 410 face-to-face interviews. Hierarchical and non-hierarchical cluster analyses and a series of chi-squared tests were run for the purpose of the study.

Findings

Two segments were identified. The cluster with the higher positive emotions reported perceiving a higher level of attractiveness and uniqueness at the museum, and of being more satisfied than the other group. Furthermore, no significant differences were reported between the two segments based on socio-demographic characteristics.

Research limitations/implications

The study is site-specific. The application of the study to other museums would allow for wider generalisations to be made from the results obtained.

Practical implications

Managers should market and position museums as an emotionally driven experience consumption site. Furthermore, they should consider both cognitive and emotional aspects of visitor experience when designing and planning their businesses, as well as when assessing the visitor’s satisfaction.

Originality/value

This study adds to the growing literature on emotions as a tool for segmentation and positioning, and suggests that cognitive and emotional aspects should be considered simultaneously when measuring visitors’ satisfaction. Further, it suggests that emotions are more significant than cognitive aspects in shaping visitors’ satisfaction.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 8 no. 4
Type: Research Article
ISSN: 1750-6182

Keywords

To view the access options for this content please click here
Book part
Publication date: 14 June 2018

Jacek Pogorzelski

Abstract

Details

Managing Brands in 4D
Type: Book
ISBN: 978-1-78756-102-1

To view the access options for this content please click here
Article
Publication date: 25 August 2020

Samaan Al‐Msallam

The purpose of this paper is to investigate the effect of tourists' emotional responses toward a particular destination on tourists' satisfaction and destination loyalty…

Abstract

Purpose

The purpose of this paper is to investigate the effect of tourists' emotional responses toward a particular destination on tourists' satisfaction and destination loyalty. Perceived quality adds as a moderator variable.

Design/methodology/approach

This study adopted a quantitative data collection method, with distributing the questionnaire to 346 tourists of 43 nationalities in four main tourist attractions in Switzerland. The structural equation modeling approach and bootstrapping technique were used to empirically test the study hypotheses.

Findings

The results confirm the negative impact of negative emotions. The mediating role of the tourists' satisfaction was documented. As expected, perceived quality dampened the negative effect of negative emotions on tourists' satisfaction. However, surprisingly, it does not serve as a moderator in the relationship between positive emotions and tourists' satisfaction.

Practical implications

This study resulted in a set of practical marketing recommendations. Tourism marketers are encouraged to keep positive emotions high among tourists, aimed to increase their satisfaction toward the destination and revisit it again in the future and also, pay more attention to the quality of the destination as an essential tool to reduce the impact of negative emotions.

Originality/value

Many studies in tourism literature studied associations between positive emotions and tourists' behavior. The present study is drawing more attention to negative emotions. In addition, this study tries to address the gap in the tourism literature regarding the modified impact of perceived quality on the relationship between emotions and tourists' satisfaction.

Details

Journal of Hospitality and Tourism Insights, vol. 3 no. 5
Type: Research Article
ISSN: 2514-9792

Keywords

1 – 10 of over 27000