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1 – 10 of over 125000
Article
Publication date: 4 June 2019

Jiseon Ahn and Ki-Joon Back

Experience and value creation have become integral themes for tourism service providers. This study aims to understand the role of different types of experiences in formulating…

2424

Abstract

Purpose

Experience and value creation have become integral themes for tourism service providers. This study aims to understand the role of different types of experiences in formulating customers’ perceived value. Studies on this area are scarce, especially in the cruise industry.

Design/methodology/approach

A research model that includes two value variables, namely, functional and wellness values, and four cruise brand experience variables, namely, sensory, affective, behavioral and intellectual factors, was tested through partial least-squares (PLS) structural equation modeling approach. A total of 389 usable cruise customer responses were obtained and analyzed using SmartPLS software.

Findings

Results revealed the relative effects of sensory, affective, behavioral and intellectual factors on perceived functional and wellness values. The positive impact of perceived value on customer satisfaction and behavioral intention and the moderating role of service expertise in the relationship between cruise experience and perceived value were examined.

Research limitations/implications

Future research can examine how types of leisure facilities (e.g. casinos, restaurants, bars and shows), cultural differences (e.g. Eastern and Western) and customers’ travel characteristics (e.g. visiting purpose and companions) may influence the relationships between cruise brand experience and perceived value.

Practical implications

From a practical point, the relationships among multidimensional cruise brand experience, functional and wellness values, customer satisfaction, revisit intention and service expertise provide a clue on how cruise brands can enhance customers’ perceived value to retain current customers.

Originality/value

This study contributes to literature by providing a theoretical framework and empirical evidence for predicting and explaining cruise customers’ behavior. From a managerial perspective, this study identified critical factors that are essential to value creation and discussed the implications of predictive factors on developing marketing strategies that enhance customers’ positive attitude and behavior toward the cruise brand.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 7 June 2019

Yuqing Liu, Chunxiao Li, Scott McCabe and Hong Xu

By adopting retrospective evaluation theories, this study aims to explain how innovations provided by separate suppliers in the tourism value chain influence tourist’s perceived…

1146

Abstract

Purpose

By adopting retrospective evaluation theories, this study aims to explain how innovations provided by separate suppliers in the tourism value chain influence tourist’s perceived value of the overall experience and further uncover which innovative product attributes are more effective in improving tourist perceptions of the overall value.

Design/methodology/approach

A survey yielded 584 valid responses from tourists who had experienced specific tourist product innovations during their travels. Structural equation modelling was used to test the proposed theoretical model.

Findings

The results reveal that tourists evaluate overall travelling experience value either by recalling an intense, impressive moment (i.e. a heuristic approach) or through an evaluation of the overall utility gained from the whole trip (i.e. a normative approach). Furthermore, innovations that are perceived as increasing convenience and enabling learning contribute to tourists’ overall value perception through both normative and heuristic approaches, while immersion resulting from innovation only contributes to overall perceived value through the heuristic approach.

Practical implications

Given the complex service ecosystem of tourism destinations, each tourism service provider should consider how innovations contribute to the experience of the whole trip and which attributes of innovations increase tourists’ overall perceived experience value.

Originality/value

This study complements existing knowledge by revealing the relationship between product innovation in tourism sectors and tourists’ perceived value of the whole trip. Moreover, it offers a theoretical framework for further investigation into service product innovation in hospitality and tourism industry.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 6 January 2023

Lina Zhong, Jiating Liu, Alastair M. Morrison, Yingchao Dong, Mengyao Zhu and Lei Li

Based on text content analysis using big data, this study aims to explore differences in guest perceptions of peer-to-peer accommodations before and after COVID-19 to provide…

Abstract

Purpose

Based on text content analysis using big data, this study aims to explore differences in guest perceptions of peer-to-peer accommodations before and after COVID-19 to provide suggestions for the development of these properties in China postpandemic.

Design/methodology/approach

A guest perception dictionary was established by collecting Ctrip customer reviews of peer-to-peer accommodations. After data cleaning, thematic word analysis and semantic association network analysis were used to explore perceptions and thematic differences before and after COVID-19.

Findings

This research constructed a multidimensional framework of guest-perceived values for peer-to-peer accommodation in the context of COVID-19. The findings showed that the emphasis on functionality in peer-to-peer accommodation changed; perceived emotional values associated with peer-to-peer stays were more complex; perceived social values decreased, host–guest interactions were reduced and online communication became a stronger trend; tourist preferences for types of experiences changed, and people changed their destination selections; perceived conditional value was reflected in perceived risks, and the perceptions of environmental health, service and physical risks increased.

Research limitations/implications

This research has constructed a multidimensional framework of tourist perceived value on the basis of peer-to-peer accommodation context and epidemic background and has thus shown the changes in tourist perceived value of peer-to-peer accommodation before and after COVID-19.

Originality/value

To the best of authors’ knowledge, this research constitutes the first attempt to explore the perceptual differences for peer-to-peer accommodations before and after COVID-19 based on an extensive data set of online reviews from multiple provinces of China.

Details

International Journal of Contemporary Hospitality Management, vol. 35 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 11 November 2014

Hardeep Chahal, Gurjeet Kaur Sahi and Anu Rani

The purpose of this paper is to present the exploratory research into the moderating influence of perceived risk on credit card usage and experience link and to know, among…

1394

Abstract

Purpose

The purpose of this paper is to present the exploratory research into the moderating influence of perceived risk on credit card usage and experience link and to know, among various types of risks, which risk is mostly perceived by credit card users. The study also investigates the dimensions of usage and service experience and their relative significance in credit card industry.

Design/methodology/approach

The data were collected from 220 credit cardholders working in the various business and service units operating in Gandhi Nagar area of Jammu city.

Findings

The study captures a clear and strong moderating effect of perceived risk on usage and service experience link. Time risk appeared to be the strongest moderator. Further, sense of security and confidence benefits emerged as the strongest predictors of usage and service experience, respectively.

Research limitations/implications

The study is based on single financial service only, i.e. credit card. To generalise the results in financial and allied sectors, such as banking, retail or travel, where credit card usage is highly prevalent, this study need to be extended in future research. Further, influence of customer income, occupation and education on credit card use can also be seen in the future. Finally, focus can also be given to the identification and testing of risk-reducing strategies in future research.

Originality/value

There is no previous research on Indian credit card industry which examined the influence of perceived risk on its use among Indian customers and subsequently on their experience.

Details

Journal of Indian Business Research, vol. 6 no. 4
Type: Research Article
ISSN: 1755-4195

Keywords

Article
Publication date: 6 March 2017

Xuebing Dong, Yaping Chang, Yawei Wang and Jun Yan

The purpose of this paper is to answer “Why do Chinese consumers use IOT systems?” and “Do consumers’ cognitive and affect experiences moderate the relationship between…

3824

Abstract

Purpose

The purpose of this paper is to answer “Why do Chinese consumers use IOT systems?” and “Do consumers’ cognitive and affect experiences moderate the relationship between psychological perception factors and perceived usefulness?”

Design/methodology/approach

In-depth interview with consumers and experts had been conducted and then the perceived psychological factors that influence perceived usefulness had been summarized. Based on a survey test of 337 smart home users, this study applies partial least squares technique analysis to test the research model.

Findings

The research results show that perceived psychological factors (perceived ease of use, perceived intelligence, perceived convenience and perceived privacy risk) have significant effect on the intention and behavior of IOT systems usage through perceived usefulness. Cognitive experience moderates the relationship between perceived ease of use and perceived usefulness, perceived privacy risk and perceived usefulness; affect experience moderates the relationship between perceived ease of use and perceived usefulness.

Research limitations/implications

The current study mainly tested the antecedents of consumers’ usage of IOT systems, and the outcome of using the system was not investigated. Future research can examine the outcome (e.g. satisfaction, perceived value) by using the expectation-confirmation theory.

Originality/value

This study provides a useful insight into the key driving factors in consumers’ intention and behavior of using IOT systems. The previous studies over IOT systems have not observed consumers’ perception of IOT systems, but in fact IOT systems are being applied to more and more personal users.

Details

Information Technology & People, vol. 30 no. 1
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 28 October 2013

Ady Milman

The study aimed to investigate the role of staged authenticity on guests' overall experience when visiting a theme park. It also assessed their evaluative perception of the “real…

4770

Abstract

Purpose

The study aimed to investigate the role of staged authenticity on guests' overall experience when visiting a theme park. It also assessed their evaluative perception of the “real experience” versus the “staged experience.” In addition, the study explored the variables that may predict guest's perceived level of authenticity, realism and truth when experiencing “reproduced” landmarks at a theme park.

Design/methodology/approach

The study's setting was the World Showcase at Disney's Epcot theme park that features well-known “staged” landmarks. The study adopted a theoretical framework initially developed by Naoi that measures guests' perceived authenticity at tourist attractions. Personal interviews were conducted with 336 local residents, domestic and international tourists in Central Florida using a structured questionnaire. Data was analyzed using SPSS and included descriptive statistics, t-tests, and multiple regression analysis.

Findings

Patrons' overall experience at Epcot's World Showcase was perceived to be “unique,” “authentic,” “fantasy,” “exotic,” “adventurous,” “secure,” “safe” and “sanitary.” Respondents also perceived the country pavilions to be “truthful,” the architecture to be “realistic” and the ethnic food to be “authentic.” Respondents' perceived level of authenticity, realism, and truthfulness was predicted by their travel experience, visiting experience to Epcot and other Central Florida's theme parks, demographic characteristics, and several variables that measured perceived authenticity.

Research limitations/implications

The study was conducted in the world's third busiest theme park and therefore, guests' perception of “staged authenticity” may be different in other theme parks. The instrument used was adopted from studies that were not conducted in the theme park industry. The study provided a theoretical contribution on the measurement and prediction of guests' level of perceived authenticity when visiting a theme park. This theoretical framework can be extended to other hospitality operations that present “staged authenticity” settings like hotels, restaurants, festivals, events, retail outlets and more. The findings may also be useful for investors, designers, operators, and marketing executives when developing “staged authenticity” experiences for different market segments.

Originality/value

With the continuing growth of the global theme park industry, coupled with its high capital investment in architecture and design, it is necessary to investigate the impact of “staged authenticity” attributes on the overall guest experience.

Details

Tourism Review, vol. 68 no. 4
Type: Research Article
ISSN: 1660-5373

Keywords

Article
Publication date: 26 October 2020

Yeeun Kwon, Jaecheol Park and Jai-Yeol Son

Over-the-top (OTT) services, which provide streaming media through all devices in online setting, have surpassed the traditional content providers in the market. However, there is…

1967

Abstract

Purpose

Over-the-top (OTT) services, which provide streaming media through all devices in online setting, have surpassed the traditional content providers in the market. However, there is still no clear empirical evidence that indicates what recommendation agent values affect the users' search experience while using the OTT services and how it leads to continuous subscription. To address this gap, this study aims to examine recommendation agent values influencing search experience, which in turn affects decision satisfaction and continuance intention.

Design/methodology/approach

This study empirically develops and tests a research model with data obtained from 212 survey respondents in Korea. Structural equation modeling with partial least square approach was used to analyze the data.

Findings

(1) Recommendation agent variables such as match score accuracy, recommended content variety and thumbnail image appeal affect search experience variables such as perceived diagnosticity and perceived serendipity; (2) perceived diagnosticity and perceived serendipity of search experience increase decision satisfaction; and (3) decision satisfaction increases intention to continue to subscribe to OTT services.

Originality/value

Despite the widespread use of recommendation agents in OTT services, limited attention has been paid to understand what specific values of recommendation agents lead subscribers to continue their subscription. The findings of this study clarify subscribers' continuous subscription behavior in OTT services in terms of the recommendation agent values and search experience perspective.

Article
Publication date: 11 April 2023

Gefen Zhou and Wenkuan Chen

Value cocreation has become an important way to enhance the brand equity of a tourism destination. Different from common tourism contexts, agritourism has strong participatory and…

Abstract

Purpose

Value cocreation has become an important way to enhance the brand equity of a tourism destination. Different from common tourism contexts, agritourism has strong participatory and productive characteristics and is regarded as a critical platform of value cocreation. Therefore, this paper aims to explore the relationship between agritourism experience value cocreation and brand equity of rural tourism destinations from the perspective of tourists.

Design/methodology/approach

A questionnaire survey was conducted, and 602 valid questionnaires were collected by a random sample in 2021. Structural equation modeling was used to empirically analyze the data.

Findings

The results revealed that tourists’ participation, interaction and citizenship behaviors play a critical role in brand equity of rural tourism destinations. Meanwhile, tourists’ interaction and citizenship behaviors influenced brand equity of rural tourism destinations, via hedonic enjoyment and eudaimonia experience, and perceived experience value. Tourists’ participation behavior influenced brand equity of rural tourism destinations via hedonic enjoyment experience and perceived experience value.

Originality/value

This study focusing on agritourism as a critical platform of value cocreation explores the impact of agritourism experience value cocreation on brand equity of rural tourism destinations from the perspective of tourists. It enriches the existing literature on the relationship between value cocreation and brand equity of tourism destination, expands the research on value cocreation and happiness experience and also provides management basis for promoting brand equity of rural tourism destinations.

目的

价值共创已成为提升旅游目的地品牌资产的重要途径。与一般的旅游情境不同, 农业旅游具有强烈的参与性和生产性特征, 被视为价值共创的重要平台。因此, 本文基于游 客视角探讨了农业旅游体验价值共创与乡村旅游目的地品牌资产之间的内在关系。

设计/方法/步骤

本文于2021 年实施问卷调查, 随机抽取602 份有效问卷。结构方程模 型用于实证分析数据。

研究结果

游客参与、互动和公民行为对乡村旅游目的地品牌资产具有关键作用。同时, 游客互动和公民行为通过享乐型和实现型体验以及感知体验价值影响乡村旅游目的地品牌 资产。游客参与行为通过享乐型体验和感知体验价值影响乡村旅游目的地品牌资产。

独创性/价值

本研究将农业旅游作为价值共创的重要平台, 基于游客视角探讨了农业旅游 体验价值共创对乡村旅游目的地品牌资产的影响, 丰富了价值共创与旅游目的地品牌资产 关系的文献, 拓展了价值共创与快乐体验的研究, 为促进乡村旅游目的地品牌资产提供了 管理依据。

Propositus

La cocreación se ha convertido en una forma importante de mejorar el valor de marca de un destino turístico. A diferencia de los entornos turísticos comunes, el agroturismo tiene fuertes características participativas y productivas, y se considera una plataforma indispensable de cocreación de valor. Este artículo explora la relación entre la cocreación de valor de la experiencia de agroturismo y el valor de marca de los destinos de turismo rural desde la perspectiva de los turistas.

Diseño/metodología/método

Se realizó una encuesta y se recogieron 602 cuestionarios válidos mediante un muestreo aleatorioa en 2021. Se utilizó un modelo de ecuaciones estructurales para analizar empíricamente los datos.

Resultados

Los resultados revelaron que la participación e interacción de los turistas y los comportamientos de la ciudadanía juegan un papel crítico en el valor de marca de destinos de turismo rural. La interacción de los turistas y los comportamientos de la ciudadanía impactaron el valor de marca de destinos de turismo rural a través del disfrute hedónico, la experiencia eudaimonia y el valor percibido de la experiencia. El comportamiento de participación de los turistas influyó en el valor de marca de los destinos de turismo rural a través de la experiencia hedónica de disfrute y el valor percibido de la experiencia.

Originalidad/valor

Este estudio, centrado en el agroturismo como plataforma importante para la cocreación de valor, explora el impacto de la cocreación de valor de la experiencia de agroturismo en el valor de marca de destinos de turismo rural desde la perspectiva de los turistas. Enriquece la literatura existente sobre la relación entre la cocreación de valor y el valor de marca de los destinos turisticos, expande la investigación sobre la cocreación de valor y la experiencia de felicidad, y ofrece también bases de gestión para promover el valor de marca de destinos de turismo rural.

Article
Publication date: 15 May 2019

Emerson Wagner Mainardes, Vinicius Costa Amorim Gomes, Danilo Marchiori, Luis Eugenio Correa and Vinicius Guss

The purpose of this paper is to verify the differences of the influence of customer experience quality on brand equity, brand trustworthiness, perceived quality, perceived risk…

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Abstract

Purpose

The purpose of this paper is to verify the differences of the influence of customer experience quality on brand equity, brand trustworthiness, perceived quality, perceived risk and purchase intention of franchise customers and non-franchise customers.

Design/methodology/approach

After developing two questionnaires, the authors collected 523 responses from Brazilian franchise users (Questionnaire 1) and 574 of non-franchise users (Questionnaire 2). The authors proceed to a confirmatory factor analysis, based on covariance (CB-SEM). In order to compare the results between franchises and non-franchises, the authors have performed a multi-group analysis with support of AMOS.

Findings

The results show that customer experience quality of the franchise customers tends to result in a better purchase intention, giving indications of better quality and brand trustworthiness when compared to non-franchises. This comparison shows indications of the competitive advantage of franchises over non-franchises, justifying the investments that market companies have been making in the development of the customer experience quality.

Originality/value

The research contributes to the understanding of the impact of the customer experience quality on brand equity, brand trustworthiness, perceived quality, perceived risk and purchase intention that directly affects the performance of the franchises, empirically investigating the customer experience quality in the context of franchises using the adapted EXQ scale. Complementarily, it is compared with non-franchises to observe the differences between them.

Details

International Journal of Retail & Distribution Management, vol. 47 no. 3
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 9 June 2020

Andriani Kusumawati and Karisma Sri Rahayu

To test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced outdoor cafés…

5224

Abstract

Purpose

To test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced outdoor cafés in the hilly areas of Joyo Agung, Malang.

Design/methodology/approach

This study uses four variables, namely experience quality, customer perceived value, customer satisfaction, and customer loyalty. The population used in this research was all customers or visitors who buy and enjoy the products and services provided by the natural outdoor cafés in Malang. This study used structural equation modeling (SEM) as inferential statistical technique.

Findings

1) Quality experience has a significant effect on customer perceived value, customer satisfaction, and customer loyalty; 2) customer perceived value has a significant effect on customer satisfaction and customer loyalty; and 3) customer satisfaction has a significant effect on customer loyalty.

Originality/value

Based on the results of previous research and the phenomenon that has been described previously, the research gaps found in this study are: (1) the relationship between experience quality and customers’ perceived values. (2) There are differences in the relationship between experience quality and customer satisfaction found in the research, which examines the effect of experience quality on customer loyalty. (3) Experience quality and customer loyalty variables still differ in the research concerning the effect of experience quality on customer loyalty. (4) The influence of customer satisfaction and customer loyalty is still different in the research results regarding the effect of customer satisfaction on customer loyalty.

Details

The TQM Journal, vol. 32 no. 6
Type: Research Article
ISSN: 1754-2731

Keywords

1 – 10 of over 125000