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Article

Haydeé Calderón García, Irene Gil Saura, Roberto Carmelo Pons García and Martina G. Gallarza

The research steam on tourism destination image, begun in the late 1960s, has been essentially operational in its approach, and only occasionally strategic. Aspects…

Abstract

The research steam on tourism destination image, begun in the late 1960s, has been essentially operational in its approach, and only occasionally strategic. Aspects relating to the image of tourism destinations still constitute a relatively unexplored line of research. This paper, first establishes specific conceptual and methodological approaches, to enable us to rigorously study and evaluate the image of what we understand as a tourism destination characterized by “sun and beach”. It then applies this methodological proposition to a number of destinations in the Caribbean, focusing on the case of Cuba from an important tourist‐origin market for this destination, Spain.

Details

Tourism Review, vol. 59 no. 1
Type: Research Article
ISSN: 1660-5373

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Article

Berta Tubillejas-Andrés, Amparo Cervera-Taulet and Haydee Calderon Garcia

This paper aims to posit servicescape from a multi-dimensional formative approach beyond mere conceptualizations limited to its physical dimensions. An analysis is carried…

Abstract

Purpose

This paper aims to posit servicescape from a multi-dimensional formative approach beyond mere conceptualizations limited to its physical dimensions. An analysis is carried out to predict loyalty behaviours in a cultural service.

Design/methodology/approach

Partial least square was conducted for testing a third-order aggregate formative construct of servicescape on a sample of 867 opera goers. In addition, the authors carried out a predictive performance assessment of our model.

Findings

The proposed research model was largely supported by the evidence. Results show that the physical (exterior and interior) and social dimensions (employees’ and attendees’ characteristics and interactions) must be considered together in the artscape, servicescape named in the performing arts services, conceptualization and measurement. An appropriate servicescape can be of vital importance in the perception and subsequent consumer evaluation of the service in terms of loyalty.

Research limitations implications

Further research is required to extend the analysis of the holistic servicescape.

Practical implications

Cultural managers are provided in terms of highlighting the importance of managing the artscape in all its dimensions “not only physical but also social – showing its relevance as an antecedent of opera goers” loyalty.

Social implications

Besides the cultural product itself, designing appropriate artscapes can enhance the experience and post-use behaviour of performing arts attendees.

Originality/value

The authors make a relevant contribution in the configuration of high-order formative constructs, showing that marketing literature should appraise servicescape from a comprehensive perspective to predict post-consumption behaviour.

Details

European Business Review, vol. 33 no. 1
Type: Research Article
ISSN: 0955-534X

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Article

Berta Tubillejas Andrés, Amparo Cervera-Taulet and Haydee Calderón García

The purpose of this paper is to determine the role played by the social servicescape and positive emotions in the post-use in terms of response – satisfaction, perceived…

Abstract

Purpose

The purpose of this paper is to determine the role played by the social servicescape and positive emotions in the post-use in terms of response – satisfaction, perceived value and consumer loyalty – in hedonic services.

Design/methodology/approach

A quantitative study was conducted to gather data from 867 opera-goers through e-mail with a link to a questionnaire. Hypotheses were tested using structural equation modeling based on partial least squares. The effects of the social servicescape and emotions as moderators were examined using interaction techniques.

Findings

The paper provides empirical support on the multidimensional configuration of the social servicescape composed by both characteristics and interactions of employees and customers. The results demonstrate significant relationships between the social servicescape and positive emotions in perceived value, satisfaction and loyalty of consumers. Positive emotions are a moderating variable, intensifying the relationship between the social servicescape and perceived value. The opposite effect in the relationship between the social servicescape and loyalty is found.

Research limitations/implications

Further research is required to generalize the findings to other hedonic services.

Practical implications

Knowledge on both social servicescape and emotional effects on consumer behavior may enable cultural managers to improve the consumption experience of performing arts attendees.

Originality/value

This paper fulfills a research gap in the area of social servicescape as well as the effects of emotions in hedonic services. It makes two main contributions. First, it provides knowledge on social servicescape conceptualization and measurement. Second, the moderation, by interaction effect, of emotions and social servicescape in consumer behavior are confirmed.

Details

Journal of Service Theory and Practice, vol. 26 no. 5
Type: Research Article
ISSN: 2055-6225

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Article

Martina G. Gallarza, Irene Cil Saura and Haydée Calderón García

Product image formation process is a valuable insight for correct understanding of consumer behaviour. When product is a tourism destination, image formation is even more…

Abstract

Product image formation process is a valuable insight for correct understanding of consumer behaviour. When product is a tourism destination, image formation is even more important due to the inability of pretest the tourist product. This framework gives place to the present research on tourism destination image. The paper starts with a litterature review on the meaning and measurement of destination image divided into two main approaches: the conceptual and the methodological. Secondly, the results of an empirical investigation are reported: it deals with the assessment of attribute‐based destination image of sun and beach resorts on the Spanish Mediterranean coast. The aim and contribution of the paper are to provide an example of one methodological procedure for measurement of destination image (the Principal Component Analysis) which allows, in a first step, to obtain a structure of perceptions on sun and beach destinations. A description of the images of the resorts investigated is also reported in order to understand better perceptions on the tourism market.

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Article

Teresa Fayos Gardó, Haydeé Calderón García and Alejandro Mollá Descals

The need for retailers to internationalize is a growing reality in developed markets. Research examining problems in this process argues that the barriers to…

Abstract

Purpose

The need for retailers to internationalize is a growing reality in developed markets. Research examining problems in this process argues that the barriers to internationalization should be studied based on the situation in each country, and that public organizations which implement policies to support internationalization do not always adapt to company needs. The purpose of this paper is to contribute to the limited existing research on the subject of Spanish retail internationalization, analysing the problems faced by SMEs and the role of public support organizations in helping them.

Design/methodology/approach

By means of in-depth interviews with experts, the authors first, analysed the barriers faced by Spanish retailers in their internationalization processes, and found a predominance of endogenous as opposed to exogenous barriers. Second, the authors studied the appropriateness of support policies for retail needs and identified a significant mismatch.

Findings

Results show that the current international economic climate and restricted access to financing, combined with the small size of retailers, their lack of experience in internationalization processes, and the potential that still remains in the local market, are an inducement not to venture into other markets. Additionally, there is a lack of awareness on the part of public organizations about the reality and needs of the retail sector. In addition, the study of retail internationalization as a discipline seems to be in constant flux.

Research limitations/implications

It would be pertinent to consider the findings in the light of a number of limitations of the study. The sample did not consist of retailers but its representatives. The reliance upon a single nation sample could also be viewed as a limitation.

Practical implications

The authors provide Spanish retailers with ideas about the problems they are facing which they will find useful as a starting point for strategic thinking about their internationalization prospects.

Social implications

As for Spanish promotion organizations, they should consider the results of this research and further study the needs of retailers in their internationalization processes while also identifying which companies have the greatest potential for operating in foreign markets.

Originality/value

It is the first time a research for Spain is conducted that highlights the needs of developing a plan to support the internationalization of the retail sector and provide specific lines of action.

Details

International Journal of Retail & Distribution Management, vol. 43 no. 2
Type: Research Article
ISSN: 0959-0552

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Article

Paurav Shukla, Janice Brown and Donna Harper

Image has been found to be one of the important influences in the selection of consumers' choice for visiting and investing in a destination leading to sustainable…

Abstract

Image has been found to be one of the important influences in the selection of consumers' choice for visiting and investing in a destination leading to sustainable development. Important determinants of tourism namely, knowledge of destination attractions and image association were employed in this research based on previous studies in a number of fields. The research reported in this paper presents the results of an empirical test of the determinants related to tourism using Liverpool as a case study because of its selection as the European Capital of Culture (CoC) for 2008. European Capital of Culture scheme has among its many objectives the idea of sustainable development for the chosen CoC. Combination of data collection methods was used for the research. The paper contributes to the ongoing debate on destination image association by providing empirical evidence through the case study or Liverpool as well as how consumers relate to a destination and especially a CoC. One of the major findings of the study was the identification of image association clusters with regard to Liverpool as a CoC. We brand this clusters as the ‘tangible attractions cluster’ and ‘intangible attractions cluster’. The results of this research provide important implications for strategic image management and can aid in designing and implementing sustainable marketing programs for creating and enhancing tourism destination images.

Details

Tourism Review, vol. 61 no. 4
Type: Research Article
ISSN: 1660-5373

Keywords

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