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The virtual world environment presents new business opportunities for building destination images that allow customers to make an informed decision and initiate travel arrangements. The purpose of this study is to investigate the applicability of flow theory and the concept of involvement in understanding the impacts of virtual experiences of Second Life on people's travel intentions.

Undergraduate college students at Clemson University were chosen as participants and data was collected in April 2009, entailing 42 usable surveys.

The results validate the notion that flow is a useful and practical instrument to understand users' experiences while navigating the 3D virtual world of Second Life. The achievement of an engaging and pleasant experience in Second Life is influenced by three factors: the skills available to tackle challenging tasks, the perception of interactivity, and the degree of presence sensation perceived by customers. Furthermore, the findings indicated that flow experience mediated the association between involvement and people's behavioral intentions.

This study is a stepping stone on the road to investigating new marketing media, as more systematic research is needed to investigate the virtual experience and its effects on how travelers make decisions.

The purpose of this study is to investigate the relationships between tourists’ motivation, experience, perceived value and revisit intentions to creative tourism destinations. The ever-growing concept of creativity has been introduced into the tourism field. Creative tourism has been viewed as a strategy to regenerate destinations physically, culturally and socially. To develop tourism products and provide services that integrate the concept of creativity to satisfy tourists’ needs by developing a more active and long-lasting form of experience, this study aims to examine tourist consumption psychology in the context of creative tourism destinations. Past studies have identified motivation, perceived value and experience as three major antecedents affecting tourists’ revisit intentions.

The empirical study was carried out in three popular creative tourism spots, Meinong, Shuili and Yingge, located, respectively, in the north, middle and south Taiwan. These creative tourism sites provide pottery, crafts, arts, workshops and other creative activities that integrate authentic local culture to engage tourists with fulfilling and meaningful experiences. The on-site survey was conducted on both weekdays and weekends during March 2012. Self-administrated questionnaires were distributed to participants who were systematically selected at the main gate of the study areas. In total, 417 questionnaires were collected.

The results indicated that on-site tourism experience was the most influential antecedent of revisit intention to creative tourism sites in terms of the magnitude of the standardized coefficient. The unique variances of motivation factors and perceived value were too small to be statistically significant to explain revisit intentions. The present study contributes to the ever-increasing tendency for creative industries in Taiwan to develop creative tourism products and services that encompass authentic local culture and art in enhancing tourist experience.

For business operators, this study suggests that if owners of creative destinations would like to attract repeat tourists, the tourists’ experiences are surely critical in developing service blueprints to meet the needs and wants of customers; they should pay more attention to understanding what tourists experience when they visit creative tourism attractions.

Service firms operating on low margins per transaction must generate a high volume of business to survive the competitive environment of the 1990s. Firms must raise the expectations of consumers to increase patronage, then successfully meet these expectations. Examines the antecedents to consumer expectations of low‐margin, highvolume service firms, and gives managerial implications, illustrating how to manage a service firm, successfully operating on low margins successfully.

Introduction Recent declines in the rate of productivity growth in America have drawn attention to the links among productivity, unit labour costs, inflation, and living standards. Economists have focused on the causes of declining productivity growth and have identified such factors as slowdowns in capital formation, decreased spending on research and development, increased government regulation, and changes in the economy's output mix and labour force composition. McConnell has suggested alternative sources of the “productivity problem”: blem”:

Multinationals operate in a setting where the rules of the game are ambiguous, contradictory, and subject to rapid change. The consequences of such conflict for the firm can be serious, ranging from nationalization and expropriation to increased operating costs and losses of market share, managerial control, and valuable executive time. Here are five ways of coping management may try.

Inadequate finance is considered a major factor limiting the growth of small-scale women-owned farm enterprises in Sub-Saharan Africa. Women empowerment programs such as table banking (TB) and women enterprise fund were initiated in an attempt to curb the credit gap affecting women in agribusiness. This paper determines the factors influencing the extent of credit access among women farm-entrepreneurs who are either members or nonmembers of TB groups in Kenya.

The study was conducted in Kericho County using a sample of 384 respondents. Factor analysis was used to generate three indicators of entrepreneurial orientation which were included as explanatory variables in the regressions. Double hurdle econometric model was employed to analyze the factors influencing the decisions on credit uptake and amount of borrowed loan. Separate models were estimated for members and nonmembers of TB groups since they differed in volume and source of loan accessed.

Results reveal that age of the woman and innovativeness negatively influenced credit access, whereas education level, participation in off-farm activities, number of farm enterprises, perception on interest rate, extension contacts and financial knowledge positively influenced the decision to access credit. On the other hand, participation in off-farm activities, risk-taking behavior, total land size, extension access and financial knowledge were statistically significant with positive correlation on the amount of loan borrowed. Significant factors differ between members and nonmembers of TB groups implying divergence in underlying credit access challenges once one has joined such groups.

The study did not consider supply-side factors affecting the amount of loan accessed by women farm-entrepreneurs.

To the best of the authors’ knowledge, this paper is one of the pioneer studies using the double hurdle model to analyze factors influencing the extent of credit access specifically among women farm-entrepreneurs and carrying out the analysis by membership in TB groups.

This paper aims to investigate the consumer responses associated with crises in the hotel industry. More precisely, the current research explores the factors that affect consumer attitudes (i.e. impressions, perceived social responsibility, and future purchases) during a hotel crisis.

An experiment was conducted relying on four factors: the hotel's reputation, the extent of the crisis, external effects from regulatory agencies, and press and organisational response. Respondents were randomly assigned to 36 treatment groups (three levels of crisis extent×two levels of hotel corporate reputation×two levels of external effects×three levels of hotel response). Scenarios were developed, each describing one of the 36 treatments.

The results revealed that reputation, external effects and organisational response significantly influenced consumers. Specifically, consumers were more likely to have a positive impression of a hotel in crisis, to perceive the hotel as being more socially responsible, and to revisit the hotel when it was highly reputed, accepted responsibility, and was viewed favourably by the media. The extent of the crisis was found to be an insignificant factor.

Hotel managers could incorporate the results of this study into their crisis management plans. As consumer attitudes are explored, the hotel might begin to achieve more effective crisis management strategies.

There is a lack of research investigating hotel crisis management from the customer's perspective. By adopting effective crisis management practices, hotel managers could reduce the negative outcomes of crises such as fires.

The purpose of this paper is to introduce a theoretical framework, the holistic mental model process, with major contextual factors (cultural, situation, cognitive and affective contexts) to help better understand tourists’ perception and evaluation of intercultural tourists–tour guide service encounters.

Summary tables of an extensive literature review of previous empirical studies relating to intercultural service encounters, service encounter and service quality to help derive the holistic mental model process framework are included.

Gaps from the previous literature were identified along with in-depth explanations as to how a holistic mental model process can be applied to tourists evaluating intercultural tourist–tour guide service encounters and the service quality of their overall travel experience.

The current conceptual framework of the holistic mental model process targets specifically on the intercultural tourists–tour guide service encounters. More in-depth empirical studies can be conducted focusing on specific variables of the intercultural tourist–tour guide service encounters and on the factor differences between specific cultures.

This research has practical implications for travel agencies and tourism companies. Travel agencies and tour companies can apply the holistic mental model process framework to examine and analyze the influential variables between tourists and tour guide (i.e. cultural differences, etiquette, norms and behaviors), thus design better tour guide training programs accordingly.

Service encounter is a social activity that is influenced by the social environment. To achieve the best service quality, all parties, including tourists, tour guide, tour companies, host community, must understand cultural differences; work together in coordination and cooperation.

This is the first study that provides an in-depth holistic mental model process by integrating major contextual factors to examine tourists’ evaluation of intercultural service encounters between themselves and tour guides.

The purpose of this paper is to examine the relationship of personal motivational goals and the corresponding occupational characteristics of volunteer, work-related activities in retirement with life and work satisfaction.

Fully retired individuals working for a non-profit organization in their former professional career field on a non-paid basis were surveyed using an online survey (n=661) to assess their motivational goals, the occupational characteristics of their projects, and satisfaction with life and work.

Results suggested that post-retirement volunteer workers differentiated between perceived life and work satisfaction. The motives of achievement, appreciation, autonomy, contact, and generativity significantly directly affected life satisfaction and indirectly affected work satisfaction. Occupational characteristics assessing achievement, appreciation, autonomy, contact, and generativity had direct effects on work satisfaction but not on life satisfaction except for occupational autonomy.

The study was cross-sectional and based on self-report data of highly educated German retirees working in volunteer professional positions, thus potentially limiting the generalizability of findings.

Organizations should enable post-retirement volunteer workers to meet their motivation goals by designing work opportunities to fulfill the motivational goals of achievement, appreciation, autonomy, contact, and generativity.

Post-retirement activities possess the potential to help solve societal problems by countering the shortage of specialists and managers at the same time that the burden on social security systems is reduced.

The paper presents evidence that different personal motivational goals and occupational characteristics are important in post-retirement activities. The findings imply that work designs created for post-retirement activities should provide a variety of occupational characteristics, such as occupational achievement and appreciation.

The purpose of this paper is to recount Stanley C. Hollander's own educational experiences and career paths. This is a reprint (with permission) of Stanley C. Hollander's article which first appeared in the Journal of Macromarketing in 1995.

An autobiographical description of the author's early years.

The paper reveals many of Stanley C. Hollander's personal thoughts, reflections and some regrets.

The paper provides valuable personal insights from the late Stanley C. Hollander.