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1 – 10 of 174Akke Folmer, Ali (Tanya) Tengxiage, Hanny Kadijk and Alastair John Wright
The purpose of this paper is to explore domestic experiential travel by Chinese millennials, a group of consumers who will increasingly influence the global travel and tourism…
Abstract
Purpose
The purpose of this paper is to explore domestic experiential travel by Chinese millennials, a group of consumers who will increasingly influence the global travel and tourism industry.
Design/methodology/approach
A qualitative research method was adopted to explore motivations and memorable experiences of Chinese millennials who successfully mountain biked the Qinghai–Tibet Highway in China.
Findings
For Chinese millennial mountain bikers in Tibet, experiential travel motivations and experiences are important. During the trip, they challenged their mental and physical abilities, enjoyed nature, bonded with friends and perceived a warm welcome by Tibetan families. This study adds to existing knowledge on experiential travel, as it was found that transformation was perceived as important outcome of the trip. Participants perceived personal change in attitude and behaviour, which will help them face everyday life challenges.
Research limitations/implications
Further research could focus on gaining insight into other types of Chinese adventure tourists, on comparing wishes and demands of Chinese with other mountain bikers and on developments in transformative travel.
Practical implications
Adventure tourism organisations could adjust their tourism product range to cater more for Chinese millennials who aim to improve their physical and mental skills.
Originality/value
In-depth research into motivations and experiences of Chinese millennials is scarce. The influence of Chinese millennials on the tourism market is already large and will continue to increase.
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This study aims to bridge the gaps in the extant literature on memorable tourism experiences (MTEs) and Airbnb by exploring the sources of negative memorable Airbnb experiences…
Abstract
Purpose
This study aims to bridge the gaps in the extant literature on memorable tourism experiences (MTEs) and Airbnb by exploring the sources of negative memorable Airbnb experiences among Finnish guests.
Design/methodology/approach
This study used a qualitative approach and used data collected through semi-structured interviews. The sampling criteria for selecting participants were that they must be Finnish nationals who had booked and stayed in an Airbnb accommodation within the past 36 months. The participants were selected using a criteria-based snowball sampling technique. A qualitative empirical study was conducted using self-structured interviews that were completed by 18 Finnish tourists who had stayed at an Airbnb property in the past three years.
Findings
Three main sources constitute the conceptual framework of a negative memorable Airbnb experience: unclean accommodations, unpleasant host behaviour and poor customer service.
Practical implications
Airbnb management should make efforts to reduce guests’ negative experiences. This goal can be achieved by developing service-quality-management policies and strategies that are standardised, clear and universally applicable to all hosts. In addition, Airbnb management should recruit qualified customer service personnel and equip them with service recovery skills through training and control mechanisms. Such training should focus on upgrading their ability to handle complaints.
Originality/value
This study responds to the need to examine negative incidents that are a part of MTEs and the sources of negative memories. The originality of this study includes the extension of the existing literature on MTEs and Airbnb, as a conceptual framework of negative memorable Airbnb experiences that comprises three main components: unclean rooms, unpleasant host behaviour and poor customer service has been proposed.
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Rosângela Andrade Pessoa, Oderlene Oliveira and Lucas Lopes Ferreira Souza
This paper aims to identify how destination fascination is perceived by all participants involved in the tourism sector.
Abstract
Purpose
This paper aims to identify how destination fascination is perceived by all participants involved in the tourism sector.
Design/methodology/approach
An exploratory and qualitative study was undertaken based on a literature review and three focus groups with travelers and tourism and marketing professionals.
Findings
The findings revealed that different perceptions precede a destination fascination among the three groups and that the construction of fascination is related to other variables. Through consulting the three groups, 12 variables were identified, and a framework was proposed addressing the background of destination fascination and how it relates to memorable experiences and the intention to (re)visit. Another important finding is the need for tourism professionals to collaborate with marketing professionals to meet tourists’ expectations. In addition, it was found that fascination can occur before visiting a place.
Originality/value
This paper advances the literature on four points: it presents evidence that fascination can occur even before visiting a destination; it verifies which variables are related to the multidimensional construct of destination fascination and how this relationship is observed by the three distinct groups; it identifies how the construction of destination fascination occurs; and it explains how tourism and marketing professionals can help fulfill travelers’ wishes.
Factores que hacen que un destino sea fascinante y motivan la (re)visita
Objetivo
Identificar cómo perciben la fascinación por el destino todos los participantes implicados en el sector turístico.
Diseño/metodología/enfoque
Se realizó un estudio exploratorio y cualitativo basado en una revisión bibliográfica y tres grupos de discusión con viajeros y profesionales del turismo y el marketing.
Resultados
Los resultados revelaron que diferentes percepciones preceden a la fascinación por un destino entre los tres grupos y que la construcción de la fascinación está relacionada con otras variables. Mediante la consulta a los tres grupos, se identificaron 12 variables y se propuso un marco que aborda los antecedentes de la fascinación por el destino y su relación con las experiencias memorables y la intención de (re)visitarlo. Otra conclusión importante es la necesidad de que los profesionales del turismo colaboren con los del marketing para satisfacer las expectativas de los turistas. Además, se descubrió que la fascinación puede producirse antes de visitar un lugar.
Originalidad
Este artículo avanza en la literatura en cuatro puntos: (i) presenta evidencias de que la fascinación puede ocurrir incluso antes de visitar un destino, (ii) verifica qué variables están relacionadas con el constructo multidimensional de la fascinación por el destino y cómo esta relación es observada por los tres grupos distintos, (iii) identifica cómo ocurre la construcción de la fascinación por el destino, y (iv) explica cómo los profesionales del turismo y del marketing pueden ayudar a cumplir los deseos de los viajeros.
使一个目的地吸引人并促使人们(再)访问的因素
目的
确定参与旅游部门的所有参与者是如何看待目的地魅力的。
设计/方法/途径。
在文献综述和与旅游者、旅游和营销专业人士的三个焦点小组的基础上, 进行了一项探索性和定性的研究。
研究结果。
研究结果显示, 在这三个群体中, 不同的认知会导致对目的地的迷恋, 迷恋的构建与其他变量有关。通过咨询这三个群体, 确定了12个变量, 并提出了一个框架, 解决了目的地魅力的背景, 以及它与难忘的经历和(再)访问的意图之间的关系。另一个重要的发现是, 旅游专业人士需要与营销专业人士合作, 以满足游客的期望。此外, 研究还发现, 迷恋可以在访问一个地方之前发生。
原创性。
本文在四点上推动了文献的发展:(i)它提出了证据, 证明迷恋甚至在访问一个目的地之前就可以发生, (ii)它验证了哪些变量与目的地迷恋的多维构造有关, 以及这种关系是如何被三个不同的群体观察到的, (iii)它确定了目的地迷恋的构造如何发生, 以及(iv)它解释了旅游和营销专业人士如何帮助实现旅游者的愿望。
Details
Keywords
- Consumer behavior
- Destination fascination
- Intention to visit
- Tourism
- Memorable experiences
- Attention restoration theory
- Comportamiento del consumidor
- Fascinación por el Destino
- Intención de Visitar
- Turismo, Experiencias memorables
- Teoría de la Restauración de la Atención
- 关键词。消费者行为
- 目的地魅力
- 访问意向
- 旅游
- 难忘的经历
- 注意力恢复理论。
Diego Monferrer Tirado, Miguel Angel Moliner Tena and Marta Estrada
This study aims to examine the co-creation of customer experiences at different levels in service ecosystems, analyzing the case of a tourist destination.
Abstract
Purpose
This study aims to examine the co-creation of customer experiences at different levels in service ecosystems, analyzing the case of a tourist destination.
Design/methodology/approach
A questionnaire was designed based on previously validated scales. The questionnaire was distributed through the social media platforms Facebook and Instagram. The survey yielded 1,476 valid responses for three types of destinations. Structural equation modeling and multigroup analysis were performed to test the hypotheses.
Findings
Aggregate service experience and memorable customer experience (MCE) in service ecosystems are determined by customer experiences at a dyadic level. Service experience at the ecosystem level is formed from ordinary experiences at the actor level, while MCE is formed from extraordinary experiences at the dyadic level. The type of ecosystem moderates the relationships between the variables but does not alter the importance of each of them.
Originality/value
The relationship between the co-creation of customer experiences at different levels of service ecosystems (dyadic vs aggregate) is addressed. A relationship is established between the ordinary and extraordinary character of experiences and their memorability at the ecosystem level.
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Peter Björk, Hannele Kauppinen-Räisänen and Erose Sthapit
This study aims to examine how cruise ship dinescapes, as a specific type of organized and staged service environment, influence customers’ attitudes, on-board behaviour…
Abstract
Purpose
This study aims to examine how cruise ship dinescapes, as a specific type of organized and staged service environment, influence customers’ attitudes, on-board behaviour, satisfaction and behavioural intentions.
Design/methodology/approach
Data was collected using a cross-sectional survey from 552 passengers on-board one of the big cruise ships with a Caribbean itinerary.
Findings
Cruise ship dinescape, as an on-board food experience platform, is built on three dimensions: restaurant atmospherics, interactions with other guests and restaurant staff. The findings show how these dimensions influence passengers’ emotional experiences and quality perceptions. The results also show how travellers’ cruise ship dinescape satisfaction affect their overall vacation satisfaction and future travel behaviour.
Practical implications
The findings imply that cruise companies should pay extra attention to organised food service environments like dinescapes staged for passengers. Through these scapes cruise companies may provide favourable platforms enabling dining satisfaction, but also social interaction and co-creation of memorable experiences.
Originality/value
This study builds a comprehensive model in cruise ship context, which links dinescape experiences to overall cruise ship dining experiences and dining behaviour mediated by emotional and perceived quality outcomes with further consequences.
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Ya-Ling Chen, Joseph Chen, Wan-Yu Liu and Tanmay Sharma
This research aims to grasp hotel guests' motives and potential benefits sought when interacting with other guests, service personnel and residents and examines how these benefits…
Abstract
Purpose
This research aims to grasp hotel guests' motives and potential benefits sought when interacting with other guests, service personnel and residents and examines how these benefits can contribute to the total guest experience.
Design/methodology/approach
Mixed methods are adopted for the purpose of this study comprising individual interviews and a questionnaire survey.
Findings
Five groups of advantages emerge from individual interviews, including friendliness in interaction, social benefits, information acquisition, curiosity gratification and hospitality services. In the survey, which gathers 326 questionnaires, this study reveals that the five types of benefits derived from hotel guests' interactions could be further categorized into two dimensions: civility (e.g. friendliness and social) and utility (e.g. information, curiosity and service). The study confirms that four out of five potential or expected benefits from this personal interaction is significantly associated with the total hotel experience.
Research limitations/implications
Respondents of this study are culturally homogenous; as a result, multi-cultural settings should be considered for future research.
Originality/value
Tourism and hospitality literature on people's interaction is mostly center around social aspects of interaction. The current study comprehensively explores all expected utilities of interaction, occurring in all sorts of interactions (e.g. customer-to-resident and customer-to-service personnel). Specifically, the findings of this study uncover the underlying factors which prompt the tourists to interact with other people in a lodging setting and examine the relative importance of those underlying factors to the total lodging experiences.
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Mohamed Ahmed Qotb Sakr, Mohamed H. Elsharnouby and Gamal Sayed AbdelAziz
This paper aims to address three research questions (1) Who is the main stakeholder that shapes Airbnb experience, (2) Does Airbnb offers an authentic travel experience? and (3…
Abstract
Purpose
This paper aims to address three research questions (1) Who is the main stakeholder that shapes Airbnb experience, (2) Does Airbnb offers an authentic travel experience? and (3) What should be the future research trends in Airbnb?
Design/methodology/approach
This paper uses the systematic literature review (SLR) with a well-defined protocol, research strategy and methods to answer the research questions.
Findings
The review revealed that while Airbnb plays a significant role as the platform provider, the stakeholders influencing the experiences are multifaceted. Hosts, guests, local communities and even regulatory bodies all contribute to shaping the overall Airbnb Experience ecosystem. Hosts, in particular, have a crucial role in curating and delivering unique experiences, which significantly impacts the quality and authenticity of the offerings. On the question of whether Airbnb offers an authentic travel experience, the review uncovered mixed findings. For examples, some studies emphasized the potential for Airbnb to provide authentic and local experiences, allowing travelers to engage with the community and cultural aspects of a destination. However, other studies raised concerns about the commodification and standardization of experiences, leading to a potential loss of authenticity.
Originality/value
This paper is different from previous SLR where previous research systematically reviewed; motivations to use and choose Airbnb, institutionalization of Airbnb, stakeholders of Airbnb. This paper addresses authentic experience as a factor that influences activity participation.
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The purpose of this paper is to measure the perception and satisfactions of consumers of the tourism product of Kashmir region and identify potential niche markets that could be…
Abstract
Purpose
The purpose of this paper is to measure the perception and satisfactions of consumers of the tourism product of Kashmir region and identify potential niche markets that could be used in the development of the destination’s positioning strategy.
Design/methodology/approach
The author used a case study methodology. Self-completion questionnaires were distributed to tourists visiting Kashmir region at the peak of the 2018 tourism season. The scales used were adapted from two authoritative sources. Data from 479 completed questionnaires were analysed quantitatively by a variety of statistical techniques, including factor analysis.
Findings
Four possible niche markets are identified that can inform the development of the destination’s positioning strategy: nature based, adventure, cultural and culinary. The overall conclusions and discussion of the findings should provide a case-based framework for the practical planning and implementation of positioning strategies in the tourism context.
Research limitations/implications
The time frame of the study was five summer months in one year, and only actual visitors completed the questionnaire. The study did not assess their evaluation of the quality of the services provided and consumed.
Originality/value
The overall conclusions and discussion of the findings should provide a case-based framework for the practical planning and implementation of positioning strategies in the tourism context.
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Le Minh-Duc and Nguyen Huu-Lam
The purpose of this paper is to investigate the simultaneous relationships among transformational leadership (TFL), customer citizenship behavior (CCB), employee intrinsic…
Abstract
Purpose
The purpose of this paper is to investigate the simultaneous relationships among transformational leadership (TFL), customer citizenship behavior (CCB), employee intrinsic motivation (IM) and employee creativity (EC).
Design/methodology/approach
This study was conducted in companies (hotels and tour operators) from the hospitality sector in Vietnam. The respondents were selected based on convenience sampling. A cross-sectional survey design and questionnaire method was used for data collection.
Findings
The results of the empirical analysis suggest that: employee IM is significantly associated with EC, both TFL and CCB are positively related to employee IM and EC and employee IM positively mediates the effects of both TFL and CCB on EC.
Practical implications
The results may help managers focus on TFL behavior, CCB and employee IM to achieve higher EC.
Originality/value
This investigation is expected to be new and valuable. Research on relationships of CCB, employee IM and EC is of significant importance but has not been examined to date. It is hoped that this study addresses this important gap in the marketing literature.
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Ideas related to “the Nordic” are important in the reconstruction of national identities in Denmark, Finland, Iceland, Norway and Sweden, and these countries’ modern national…
Abstract
Purpose
Ideas related to “the Nordic” are important in the reconstruction of national identities in Denmark, Finland, Iceland, Norway and Sweden, and these countries’ modern national narratives are structurally highly similar. At the same time, there are clear differences between the Nordic countries regarding their national images. The purpose of this study is to a examine the relationship between ideas of the Nordic and national images through a qualitative study of brand manifestations on Nordic web portals for foreign visitors.
Design/methodology/approach
The two guiding research questions are: How do Nordic branding strategies and national stereotypes impact on nation-branding content toward visitors in the Nordic region? What traces of the Nordic as a supranational concept can be found when the Nordic is translated into concrete national brand manifestations? The analysis focuses on brand manifestations such as brand visions, codes of expression, differentiation, narrative identity and ideologies.
Findings
The analysis shows that clichés about the nations prevail in contemporary brand material and that Nordic branding strategies impact on the portals in diffuse and implicit ways. There are, however, some important common denominators, pointing toward a new Nordic brand related to exotic, untouched yet easily accessible nature, with a focus on pure, fresh and clean food with new tastes, in combination with happy and welcoming people.
Originality/value
The results from the study contribute with insight in how ideas of the Nordic on a supranational level transform when used in concrete and practical branding material. Further, this paper proposes a new Nordic branding focus, which contests traditional Nordic ideas.
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