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1 – 10 of 132Beatrice Ietto, Federica Pascucci and Gian Luca Gregori
This paper aims to develop a theoretical framework for the conceptualization of customer experiential knowledge (CEK) by logically combining its different dimensions into one…
Abstract
Purpose
This paper aims to develop a theoretical framework for the conceptualization of customer experiential knowledge (CEK) by logically combining its different dimensions into one coherent explanatory concept. Drawing on the integration of the literature on customer experience, customer knowledge management and customer insights acquisition, supported by adequate empirical evidence, the framework provides a systematic, comprehensive and accurate understanding of CEK which, could contribute to the identification of relevant customer experience insights useful for customer knowledge management.
Design/methodology/approach
The analysis follows an inductive/deductive interpretative approach and it is based on a netnography of specialty coffee bloggers’ narratives in relation to their sustainability practices.
Findings
The paper identifies the following six types of CEK: normative, subcultural, epicurean, transcendental, subcultural and symbolic. Accordingly, CEK is defined as the knowledge tacitly possessed by customers in relation to how they live their consumption experiences according to a body of heterogeneous socio-cultural contextual factors (ethos, norms and symbols) and subjective influences (emotions, ingenuity, instincts and senses) deeply embedded into the narrative of a consumption experience.
Originality/value
While CEK has been largely observed and acknowledged, it has not been yet adequately addressed by existing research. The provision of a conceptual definition of CEK which emphasizes its different dimensions will be of use to both academics and practitioners to better identify and categorize the different manifestations of CEK when undertaking empirical observations or managerial decisions.
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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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Annarita Sorrentino, Xiaoxiao Fu, Rosaria Romano, Michele Quintano and Marcello Risitano
This study aims to analyze the impact of event experience on event satisfaction and intentions to return and recommend the destination.
Abstract
Purpose
This study aims to analyze the impact of event experience on event satisfaction and intentions to return and recommend the destination.
Design/methodology/approach
Relationships among constructs were tested on data gathered from 542 tourists during the America's Cup World Series held in South Italy in April 2013 by using a structural equation modeling approach. Moreover, a multigroup analysis was developed to test the possible moderator factors.
Findings
The results revealed that event experience and event satisfaction had positive impacts on the intentions to recommend and return to the host destination. Moreover, nationality, gender and trip motivation emerged as important moderating factors in the relationships among the latent constructs.
Research limitations/implications
The findings of this paper enrich the existing literature and help tourism destination marketers and managers consider the triggering factors of a satisfying mega-sports event for the host destination and the marketing power of the on-site experience.
Practical implications
Practitioners should draw on the insights provided by this study to design destination strategies, particularly by paying attention to how an event experience causes an attendee to return to and recommend the host destination.
Originality/value
This study enriches the existing event literature in several ways. First, it emphasizes the importance of the event experience to the satisfaction level and willingness to return and recommend the host destination for a vacation, supporting the link between an event and its destination. Second, it provides a moderating analysis that offers new insights for marketing the event experience. It offers a multilevel model of mega-event tourism legacy, which opens up new avenues of research. Third, complementing the consumer-based analysis, this research includes the trend of visits (after 2013 to the present) to examine how a mega-sport event has brought about more postevent visits.
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Scott Strachan, Louise Logan, Debra Willison, Rod Bain, Jennifer Roberts, Iain Mitchell and Roddy Yarr
As higher education institutions (HEIs) have increasingly turned to consider sustainability over the last decade, education for sustainable development (ESD) has emerged as a way…
Abstract
As higher education institutions (HEIs) have increasingly turned to consider sustainability over the last decade, education for sustainable development (ESD) has emerged as a way of imbuing students with the skills, values, knowledge, and attributes to live, work, and create change in societies facing complex and cross-cutting sustainability challenges. However, the question of how HEIs can actively embed ESD more broadly in and across curricula is one that continues to challenge institutions and the HE sector as a whole. While traditional teaching practices and methods associated with subject-based learning may be suitable for educating students about sustainable development, a re-orientation towards more transformational, experiential and action-oriented methods is required to educate for sustainable development. The need for educators to share their practices and learn lessons from each other is essential in this transformation.
This paper presents a selection of practical examples of how to embed a range of interactive, exploratory, action-oriented, problem-based, experiential and transformative ESD offerings into HE teaching practice and curricula. Presented by a group of academics and professional services staff at the University of Strathclyde who lead key modules and programmes in the institution’s ESD provision, this paper reflects on five approaches taken across the four faculties at Strathclyde (Humanities and Social Sciences, Science, Engineering and the Strathclyde Business School) and examines the challenges, practicalities and opportunities involved in establishing a collaborative programme of ESD.
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Martinette Kruger and Adam Viljoen
Zoos are important urban tourism attractions. The challenge for zoos is finding a balance between attracting visitors and enhancing education and conservation management. This…
Abstract
Purpose
Zoos are important urban tourism attractions. The challenge for zoos is finding a balance between attracting visitors and enhancing education and conservation management. This research contributes to a greater understanding of the conservation intentions of zoo visitors and how zoos can emphasise conservation management principles sustainably. This study aims to identify the variables that encourage conservation intentions among visitors to a South African zoo.
Design/methodology/approach
A destination-based survey was conducted in 2019 at the Johannesburg Zoo, and 445 questionnaires were administered through convenience sampling.
Findings
Exploratory factor analyses identified visitors’ conservation awareness because of zoos (pre-conscious, conscious and unconscious), behavioural intentions (advocating and supporting), motives (engagement, edutainment and escapism) and satisfaction (interaction and facility quality, and service and interpretation quality). The behavioural intentions were the dependent variables. Advocating conservation intentions (ACI) is an active role where zoo visitors feel a strong responsibility towards conservation and encourage others to the conservation cause. Supporting conservation intentions (SCI) relates more to loyalty towards visiting the zoo and subsequently supporting conservation. Stepwise linear regression analyses revealed that enhancing ACI relies on SCI, edutainment, conscious awareness, service and interpretation quality and total spending. However, enhancing SCI relies on ACI, interaction and facility quality and the motive, escapism, while engagement revealed a negative relationship.
Originality/value
The results show that zoos can encourage SCI to ACI by using interactive and entertaining interpretations to teach visitors about the zoo’s mandate and the importance of conservation while balancing their need to escape.
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This paper outlines a contemporary conceptual framework for the embedding of experiential learning into a business consultancy module. Experiential learning is a fundamental…
Abstract
Purpose
This paper outlines a contemporary conceptual framework for the embedding of experiential learning into a business consultancy module. Experiential learning is a fundamental teaching approach that allows students to apply theory into a working business context.
Design/methodology/approach
As a conceptual and not an empirical paper, the methodological approach was to draw upon the literature reviewed and to build a framework to support student learning through a business consultancy module.
Findings
Exploration of the literature suggests that there are four elements critical to student learning in experiential learning environments: action, reflection, social and context. A framework has been developed utilising these elements with the interaction between the factors being key to developing learning.
Research limitations/implications
So far, the framework is conceptual, and further research is needed to explore its use when staff members are developing these types of modules and to understand the interaction of the factors over the course of the student learning experience.
Originality/value
The originality comes from the intersection and interaction between the core factors in experiential learning, which enables this framework to move thinking beyond more static models and hence work in a more fluid student learning environment.
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