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Article
Publication date: 11 November 2014

Po-Ju Chen, Dipendra Singh, Ahmet Bulent Ozturk and Abdullah Makki

– The objective of this study was to examine the effects of performance and uniqueness as predictors of fundraising event quality.

Abstract

Purpose

The objective of this study was to examine the effects of performance and uniqueness as predictors of fundraising event quality.

Design/methodology/approach

This study utilized intercept surveys collected from attendees at a non-profit fundraising event organized by the tourism and hospitality industry in a major tourism destination. Factor analysis was used to explore underlying event performance dimensions. Multiple regression analysis was used to assess predictability of event performance and unique experience design as predictors of event quality.

Findings

Three salient dimensions were identified: Hedonic Event Performance, Event Design Performance and Informative Event Performance. Of the three dimensions, Hedonic Event Performance was found to significantly predict Event Quality. However, Unique Event Experience provided stronger predictability of Event Quality.

Research limitations/implications

The results provide information which can be utilized by event organizers or managers to enhance the overall quality of fundraising events. The distinct attributes of event success identified in this study can be capitalized upon for improving future attendance. The use of event attendees from one particular event, which focused on a very specific cause, can be considered a limitation of the study.

Originality/value

This study focused on identifying different dimensions of a fundraising event which impact quality. The study provides insight into uniqueness of event experiences and their effect on event quality.

Details

Tourism Review, vol. 69 no. 4
Type: Research Article
ISSN: 1660-5373

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Book part
Publication date: 30 July 2018

Abstract

Details

Marketing Management in Turkey
Type: Book
ISBN: 978-1-78714-558-0

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Article
Publication date: 11 July 2016

Jen Chun Wang, Yi-Chieh Wang and Yang-Fei Tai

The purpose of this paper is to study the components and service standards of delightful service by conducting a comprehensive literature review and applying the Delphi…

Abstract

Purpose

The purpose of this paper is to study the components and service standards of delightful service by conducting a comprehensive literature review and applying the Delphi survey method.

Design/methodology/approach

This study conducted a three-round Delphi survey to consolidate the experience of 11 experts in implementing delightful service. To ensure the recruitment of experts who were knowledgeable in delightful service delivery, the panellists were chosen from service- and hospitality-related industries; the respondents were hotel managers, senior frontline service personnel and academic educators who were knowledgeable in both the service industry and service innovation.

Findings

By integrating professional experiences from both academics and hotel practitioners, we conclude that hotel facilities and amenities, environment and ambiance design and service personnel’s service delivery practices are essential elements for creating a unique and unforgettable consumer experience. Distinctive hotel facilities and ambiance provide a unique experience, which can leave memorable impressions on customers. Being able to detect customers’ emotional conditions and hidden needs through attentive and proactive service practice and providing attentive and customized service are pivotal for service personnel. Advanced service performance enables attending to customers’ personal well-being and caring for their unique needs effectively. The proposed standard for service provision exceeds customer expectations.

Research limitations/implications

First, the number of panellists was low, limiting the generalizability of the results. Future studies should increase the number of panellists. Second, this study focused only on the hotel industry in Taiwan. The results may not be generalizable to other hospitality industries or other countries. Future studies can duplicate this study in other hospitality industries and in other countries to broaden the understating of the elements and service standards of delightful service.

Practical implications

The results of this study provide a practical guideline for implementing delightful service. Hotel practitioners are advised to increase the degree of refinement, variety and attentiveness of their facilities and amenities; use sensory elements in their hotel environment and ambiance design; and advance staff members’ service skills to be more proactive, attentive, empathetic and customer-oriented. Carefully designing the core product and advancing the service delivery style can provide hotel guests with an exceptional and unique lodging experience, thus achieving delight.

Originality/value

This study provides a comprehensive understanding of the implementation of delightful service.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 7
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 17 August 2012

Seema Gupta

The extant literature on experience marketing takes a narrow functional approach engaging with issues like defining an experience brand and recommending strategies for…

Abstract

Purpose

The extant literature on experience marketing takes a narrow functional approach engaging with issues like defining an experience brand and recommending strategies for creating a unique customer experience. The purpose of this research is to focus on the cross‐level interdependencies in the organization and examine interrelatedness between business strategy and experience marketing.

Design/methodology/approach

Drawing on the extant literature on business strategy and experience marketing and investigating an in‐depth case study on experience marketing this article arrives at strategic principles of experience marketing. It uses an in depth analysis of a case study of an experience hotel brand covering multiple facets of its business strategy in all its complexities. Data were collected from six sources of evidence: documents, archival records, interviews, direct observation, participant‐observation and physical artifacts. A total of 17 interviews lasting from one to several hours each were conducted with senior management. Analysis of the benchmark case was combined with extensive review of literature on business strategy to draw strategic principles of experience marketing which are amenable to further evaluation for enhanced generalizability.

Findings

The six dimensions of business strategy: customer orientation, unique company capabilities, barriers to imitation, internal marketing, employee empowerment, and visionary leadership were found to be interrelated with experience marketing. This article also brings focus on research on cross‐level dependencies by outlining a detailed agenda for future research and operationalizing the constructs.

Originality/value

The linking of experience marketing with business strategy is a novel perspective as the extant literature deals with the subject only in the context of the functional area of marketing.

Content available
Article
Publication date: 5 March 2020

Michelle Childs, Tiffany Blanchflower, Songyee Hur and Delisia Matthews

Revolutionary changes are happening in retail, and the term “retail apocalypse” reflects these dramatic changes. As a growing number of traditional brick-and-motor…

Abstract

Purpose

Revolutionary changes are happening in retail, and the term “retail apocalypse” reflects these dramatic changes. As a growing number of traditional brick-and-motor retailers are closing, the aim of this study is to understand and test the dimensions of specific store and consumer factors that are driving this shift towards non-traditional retail marketplaces (e.g. pop-up stores, fashion trucks), factors that drive consumer loyalty (i.e. re-patronage intentions) and the mediating role of shopping enjoyment in this context.

Design/methodology/approach

This study used a consumer panel (n = 237) of previous shoppers of non-traditional retailers. Utilising exploratory factor analysis (EFA) and confirmatory factor analysis (CFA), this study identifies possible store and consumer factors that are associated with consumers' patronage of non-traditional retailers. Based on results, we propose a model for non-traditional retail shopping behaviour.

Findings

EFA revealed that quality of personal experience and consumer curiosity were dominant factors explaining variance. Key findings revealed that in-store factors (in-store ambiance, quality and value of products) and consumer factors (consumer curiosity, quality consciousness) influence consumers' re-patronage intentions. This highlights the importance of maintaining quality elements in shopping experiences. Shopping enjoyment was found to mediate relationships, indicating that while not all factors directly impact loyalty, it can be enhanced through pleasurable shopping experiences.

Practical implications

Our findings help retailers understand which factors are driving this dramatic change in consumer behaviour so they may develop better strategies to attract and retain customers. Retailers need to highlight product quality and in-store atmosphere and spark consumers' quality consciousness and curiosity to enhance consumer loyalty.

Originality/value

Despite the rise in popularity, this is the first study to investigate non-traditional retailers comprehensively.

Details

International Journal of Retail & Distribution Management, vol. 48 no. 3
Type: Research Article
ISSN: 0959-0552

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Book part
Publication date: 16 July 2018

Kaylee J. Hackney and Pamela L. Perrewé

Research examining the experiences of women in the workplace has, to a large extent, neglected the unique stressors pregnant employees may experience. Stress during…

Abstract

Research examining the experiences of women in the workplace has, to a large extent, neglected the unique stressors pregnant employees may experience. Stress during pregnancy has been shown consistently to lead to detrimental consequences for the mother and her baby. Using job stress theories, we develop an expanded theoretical model of experienced stress during pregnancy and the potential detrimental health outcomes for the mother and her baby. Our theoretical model includes factors from multiple levels (i.e., individual, interpersonal, sociocultural, and community) and the role they play on the health and well-being of the pregnant employee and her baby. In order to gain a deeper understanding of job stress during pregnancy, we examine three pregnancy-specific organizational stressors (i.e., perceived pregnancy discrimination, pregnancy disclosure, and identity-role conflict) that are unique to pregnant employees. These stressors are argued to be over and above the normal job stressors experienced and they are proposed to result in elevated levels of experienced stress leading to detrimental health outcomes for the mother and baby. The role of resilience resources and learning in reducing some of the negative outcomes from job stressors is also explored.

Details

Research in Personnel and Human Resources Management
Type: Book
ISBN: 978-1-78756-322-3

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Article
Publication date: 7 February 2018

Carmel Patterson

The purpose of this paper is to argue for the articulation of the affordances of two qualitative methodologies when used within one study to address the multi-dimensional…

Abstract

Purpose

The purpose of this paper is to argue for the articulation of the affordances of two qualitative methodologies when used within one study to address the multi-dimensional nature of the research phenomena.

Design/methodology/approach

This paper considers one example of combining narrative inquiry and phenomenological inquiry to construct new understandings of teacher learning from an Australian study.

Findings

The author draws on the individual meaning-making and shared social phenomena of professional learning explored for five secondary school teachers. Findings are accessed in two ways: narrative inquiry enables the construction of unique professional learning narratives and phenomenological inquiry proposes commonalities in the teachers’ experiences.

Research limitations/implications

Selected examples from the study are used to explore what may be learnt from combining two interpretative methodologies within one study with limited references to the overall research findings.

Practical implications

These qualitative methodological designs and their implementation within one study have positive influences on the multifaceted nature of the construction of meaning-making in teacher professional learning. Furthermore, using two qualitative methodologies together provide insights on the study phenomena, in this instance, highlighting the personal aspect of expert teachers’ professional learning needs and the disruptive dissonance of ongoing problematics as central for the teachers throughout their professional learning.

Originality/value

This study offers one possibility for combining methodologies to access the meaning-making in teacher learning and one avenue for creating hermeneutic understanding in using the methods within this approach.

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Article
Publication date: 28 September 2012

Pirita Ihamäki

The purpose of this paper is to present the geocaching online survey – the implications of geocaching to social interaction and tourism as useful for making small segments…

Abstract

Purpose

The purpose of this paper is to present the geocaching online survey – the implications of geocaching to social interaction and tourism as useful for making small segments such as adventure tourists (geocachers) active participants in the development process of creative tourism experience in adventure tourist destinations.

Design/methodology/approach

The case study approach presented is an empirical inquiry that investigates a contemporary problem within its real‐time context. The main goal of this case study was to gain detailed understanding of the current and future geocacher's positive and memorable experiences in the creative tourism context. This case study was gathered by internet survey for geocachers in October 2009, and is based on 52 responses. The study was approved by the Unit of Human‐Centred Technology, Tampere University of Technology. Geocaching players were told that their responses would be kept confidential. Secondary material is based on geocaching stories in magazines all over the world, linked to Geocaching.com, that are used here to expand the description of creative tourism products and of how geocaching is used in tourism or to design new applications around the game.

Findings

The main contributions of this study are the increased knowledge of creative tourism, especially geocacher's needs regarding sharing positive and memorable geocaching experiences, and the new creative tourism services and events by creating geocachers.

Practical implications

The paper's findings are used to discuss broader implications for location‐based creative tourism experiences and present guidelines based on results of case study.

Originality/value

The paper discusses how geocachers created a new format in adventure tourism and in the wellness tourism business.

Details

Journal of Hospitality and Tourism Technology, vol. 3 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

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Book part
Publication date: 16 May 2007

Jonathon R.B. Halbesleben and Anthony R. Wheeler

Changing work/family dynamics and economic developments have made it more likely that an employee might work with a family member or spouse. Such working relationships…

Abstract

Changing work/family dynamics and economic developments have made it more likely that an employee might work with a family member or spouse. Such working relationships offer a unique perspective by which to understand the work/family interface; however, relatively little research has explored the implications of working with family for employee stress and well-being. In this chapter, we review the existing research concerning stress associated with working with family. We integrate this research into broader demand/resource perspectives on employee stress and well-being, highlighting the manner in which working with family provides unique demands and resources through differences in work–family linking mechanisms. We conclude with suggestions for future research that might enhance our understanding of the work/family interface by considering the dynamics of working with family.

Details

Exploring the Work and Non-Work Interface
Type: Book
ISBN: 978-0-7623-1444-7

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Article
Publication date: 23 September 2019

Shivam Rai and Jogendra Kumar Nayak

The purpose of this paper is to conceptualize and develop an event experience scale in the business event (trade shows) context.

Abstract

Purpose

The purpose of this paper is to conceptualize and develop an event experience scale in the business event (trade shows) context.

Design/methodology/approach

Data were gathered from domestic and foreign exhibitors and visitors of the six countries from the international trade show events organized in the emerging economy of India.

Findings

An event experience scale comprised five dimensions (affective, cognitive, unique, physical and well-being association) associated with experiences emerged. Findings propose that event participants see trade shows as a business event to fulfil their meaningful goals as well as a platform that addresses their subjective pleasure.

Practical implications

Existing experiential practices in the trade show industry can be enhanced by improvising the dimensions found in the study. Practitioners may use the outcomes to enhance the effectiveness of trade shows.

Originality/value

The event literature on trade show experiences is still in its developing stage. To the best of the authors’ knowledge, this research is one of the first attempts to conceptualize and develop a trade show event experience scale. This research conceptualizes trade shows as a tourism destination and adds a new unexplored dimension to business event literature.

Details

Tourism Review, vol. 75 no. 2
Type: Research Article
ISSN: 1660-5373

Keywords

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