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1 – 10 of over 10000Ignacio Rodríguez del Bosque, Héctor San Martín, Jesús Collado and María del Mar García de los Salmones
As there is still only limited research about expectation formation in destination marketing, the aim of this paper is to enhance this body of knowledge by providing theoretical…
Abstract
Purpose
As there is still only limited research about expectation formation in destination marketing, the aim of this paper is to enhance this body of knowledge by providing theoretical and empirical evidence about the role of different factors which generate tourist expectations. In particular, since expectations may significantly condition not only the tourist choice process but also the perceptions of experiences, the objective of this paper is to examine the factors contributing to the expectations of a tourist destination. Based on service expectations literature, a theoretical framework postulates the main factors generating tourist expectations.
Design/methodology/approach
Empirical research tests the research hypotheses. More specifically, several in‐depth interviews and focus groups (qualitative research) and a survey conducted in a holiday destination (quantitative research) led to data collection.
Findings
Tourist expectations are a second‐order factor based on inter‐correlations among several first‐order factors (i.e. past experience, external communication, word‐of‐mouth communication and destination image). In addition, image can be considered as the main factor generating expectations of a destination.
Research limitations/implications
The main limitation of this study is the geographic area (tourist site) of the research process. The tourist destination under investigation significantly influences the characteristics of the sample, of which national tourists are the main constituent.
Originality/value
Managing the destination image and the quality of experience is critical to induce favorable expectations of the destination in the tourist's mind. In addition, the coherence and reliability of destination communication need to be controlled in expectations management.
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Chieh‐Wen Sheng and Ming‐Chia Chen
The purpose of this paper is to develop a questionnaire on tourist experience expectations, and to conduct a qualitative study to analyze the factors and related texts of the…
Abstract
Purpose
The purpose of this paper is to develop a questionnaire on tourist experience expectations, and to conduct a qualitative study to analyze the factors and related texts of the questionnaire.
Design/methodology/approach
A content analysis on travel diaries written by museum tourists was conducted to develop a questionnaire of tourist experience expectations (TEE). The survey results were analyzed by factor analysis.
Findings
The tourism experience expectations include five factors: experience expectations of easiness and fun; cultural entertainment; personal identification; historical reminiscences; and escapism. In addition to these factors, this study reorganized the travel diaries to extract representative texts for narrative analysis, in order to develop the situational factors of tourist experiences.
Research limitations/implications
This study only investigated museum tourists in Taiwan, and thus the scope for wider application of the results is limited.
Practical implications
The study findings revealed that during a trip, appropriate situational factors – including satisfying tourists' curiosity and intimate locations or events that trigger tourists' active participation – resulted in pleasant experiences for the tourists and could possibly lead to future experience expectations.
Originality/value
The paper explores museum tourists' experience expectations in Taiwan.
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Assesses the perceptions of service quality in China’s hotel industry, from the perspective of both international tourists and hotel managers. A questionnaire was used to survey a…
Abstract
Assesses the perceptions of service quality in China’s hotel industry, from the perspective of both international tourists and hotel managers. A questionnaire was used to survey a sample of 90 hotel managers and 270 international tourists who visited China and stayed at hotels in Beijing, Shanghai, and Guangzhou. A descriptive statistics analysis was used (paired t‐test and independent t‐test) to evaluate the service quality of China’s hotel industry from both the tourists’ and the managers’ perspectives, and to investigate the four gaps: between tourists’ expectations and their actual perceptions; between managers’ perceptions of tourists’ expectations and the actual expectations of tourists; between managers’ perceptions of a hotel’s service delivery and tourists’ actual perceptions of the service; and between managers’ perceptions of tourists’ expectations and managers’ perceptions of their hotel’s service delivery. The results showed that tourists’ perceptions of service quality provided in the hotel industry in China were consistently lower than their expectations and that managers overestimated the service delivery, compared to tourists’ perceptions of actual service quality, in the hotel industry in China. From the result of gap analysis, it might be concluded that Delivery Gap and Internal Evaluation Gap were the main reasons contributing to the service quality shortfalls in the hotel industry in China.
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Michael Guiry, Jeannie J. Scott and David G. Vequist
The paper's aim is to compare experienced and potential US medical tourists' foreign health service‐quality expectations.
Abstract
Purpose
The paper's aim is to compare experienced and potential US medical tourists' foreign health service‐quality expectations.
Design/methodology/approach
Data were collected via an online survey involving 1,588 US consumers engaging or expressing an interest in medical tourism. The sample included 219 experienced and 1,369 potential medical tourists. Respondents completed a SERVQUAL questionnaire. Mann‐Whitney U‐tests were used to determine significant differences between experienced and potential US medical tourists' service‐quality expectations.
Findings
For all five service‐quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) experienced medical tourists had significantly lower expectations than potential medical tourists. Experienced medical tourists also had significantly lower service‐quality expectations than potential medical tourists for 11 individual SERVQUAL items.
Practical implications
Results suggest using experience level to segment medical tourists. The study also has implications for managing medical tourist service‐quality expectations at service delivery point and via external marketing communications.
Originality/value
Managing medical tourists' service quality expectations is important since expectations can significantly influence choice processes, their experience and post‐consumption behavior. This study is the first to compare experienced and potential US medical tourist service‐quality expectations. The study establishes a foundation for future service‐quality expectations research in the rapidly growing medical tourism industry.
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Jessica L. Hurst, Linda S. Niehm and Mary A. Littrell
The purpose of this paper is to focus on the use of retail customer service as a value added component and potential success strategy for rural tourism retailers. More…
Abstract
Purpose
The purpose of this paper is to focus on the use of retail customer service as a value added component and potential success strategy for rural tourism retailers. More specifically, service quality expectations and perceptions as a means for segmenting tourism markets are to be examined.
Design/methodology/approach
Data were collected using a case study methodology in an established rural tourism community. Local customers, tourist customers, and retailers participated in the study. A canvassing approach was employed for administering a hand‐delivered, self‐report survey that examined parallel sets of service quality expectations and perceptions among the three groups, along with service satisfaction outcomes (i.e. retailer loyalty and purchase intentions). Descriptive analysis, factor analysis, t‐tests, and regression analysis were conducted.
Findings
Local and tourist customers' prior expectations for retail service quality were similar; however, local and tourist customers' post‐experience service quality perceptions differed significantly. A modified version of the SERVQUAL scale represented two service quality perception constructs important to local customers and retailers and one service quality perception construct for tourist customers.
Research limitations/implications
Generalizability of findings may be limited as the in‐depth study was conducted within a single rural tourism community in Iowa.
Practical implications
The study sheds light on service quality perception dimensions that are salient to local customers, tourist customers, and retailers. Results aid in the development of customer relationship management strategies for both local and tourist customers and enhanced competitive options for rural tourism retailers.
Originality/value
Findings provide baseline information regarding customer relationship management strategies aimed at establishing rural tourism retailer sustainability by simultaneously meeting service expectations and enhancing service perceptions for local and tourist customers.
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Suresh Malodia and Harish Singla
This paper aims to measure the satisfaction of religious tourists travelling to various destinations in the Himalayas to identify the expectation-experience gaps and understand…
Abstract
Purpose
This paper aims to measure the satisfaction of religious tourists travelling to various destinations in the Himalayas to identify the expectation-experience gaps and understand the shift in motives of travel.
Design/methodology/approach
The satisfaction of religious tourists is examined using holiday satisfaction (HOLSAT) model developed by Tribe and Snaith (1998). The study analyzes the expectation-experience gap using mean scores on 47 destination specific attributes for a sample of 500 respondents.
Findings
The study finds a significant gap between the expectations and experience of religious tourists traveling to sacred destinations in the Himalayas. The study also finds that motives of religious tourists have shifted from purely religious to secular touristic motives.
Practical implications
The results of the study reinforce the value of HOLSAT model as a potential tool to measure and enhance the satisfaction of religious tourists, indicating the attributes that can contribute positively toward tourist satisfaction.
Originality/value
Measuring the expectations and experience for the same set of respondents is a unique contribution of this study. The study attempts to overcome limitations of the HOLSAT model as discussed by Tribe and Snaith.
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Bona Kim, Lingxu Zhou and Anyu Liu
This chapter uses the dataset of tourist satisfaction index of Hong Kong to investigate the impact of cultural difference on the gap between tourists’ expectations and their…
Abstract
This chapter uses the dataset of tourist satisfaction index of Hong Kong to investigate the impact of cultural difference on the gap between tourists’ expectations and their perceptions of actual service performance. When the tourists’ demographic profile and their experience are controlled, it is found that small cultural difference between Hong Kong and Mainland China has a positive impact on expectation–performance gap, whereas negative relationship is identified for large cultural difference between Hong Kong and Western countries. The practical implication for the former is that service providers should manage the gap in accordance with the aspects of the cultural difference between the destination and the source markets.
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Magdalena Petronella (Nellie) Swart
Tourism is a service-intensive industry where tourists’ experiences are framed by the quality of service provided. The main aim of this chapter is to offer conceptual guidelines…
Abstract
Purpose
Tourism is a service-intensive industry where tourists’ experiences are framed by the quality of service provided. The main aim of this chapter is to offer conceptual guidelines on the service quality expectations and experiences of tourists and how this can be maintained through customer care.
Methodological approach
A literature review was conducted where theories relevant to service quality and customer care were explored to design conceptual frameworks and guidelines for small business entrepreneurs/managers.
Findings
Psychological aspects related to the delivery of quality service are influenced by an array of characteristics, variables and managerial perspectives. Furthermore, tourists value the same service quality variables in the service quality assessment of their expectations and experiences.
Research limitations
Due to the exploratory nature of this chapter, interpretation of the findings must be done in the context of the discussed literature review with practical examples.
Practical implications
Service quality and customer care are essential elements in meeting tourists’ expectations. The five-step approach to address the service quality gaps in a tourism business provides valuable guidelines in the inter-relationships between the various aspects related to service delivery. The delivery of quality service is maintained by the creation of good relationships through customer care.
Originality/value
The illustration of the inter-relationships between analytical frameworks and models provides a unique opportunity for small business entrepreneurs to create an awareness of the delivery of quality service and customer care.
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Wellness tourism is complex due to the varied expectations and perceptions of tourists. This study attempts to explore components that shape tourist expectations of health…
Abstract
Purpose
Wellness tourism is complex due to the varied expectations and perceptions of tourists. This study attempts to explore components that shape tourist expectations of health treatments and tourist attractions, which have not been deeply explored in the extant literature.
Design/methodology/approach
A scoping review of the literature published between 2000 and 2021 was conducted to reach the conclusions of this study. Out of 303 literature sources, a total of 105 literature sources were retained for the final analysis.
Findings
Findings show that tourists expect a mix of health treatments, such as conventional medical treatments and alternative health treatments and tourist attractions, as part of wellness tourism to improve their health and well-being (HWB). A favorable trade-off between tourist expectations and their perception of wellness tourism impacts tourist HWB and behavioral intention.
Practical implications
The proposed wellness tourism conceptual model and wellness tourism matrix may help wellness tourism service providers to understand tourist expectations for health treatments and tourist attractions in a recent context. Wellness tourism service providers may follow the guidelines outlined in this study to offer health treatments and tourist attractions according to tourist expectations, which may result in the favorable behavioral intentions of wellness tourists.
Originality/value
This study unravels the previously under-explored role of conventional medical treatments, which arguably fall under the category of allopathic medical treatment, in wellness tourism. Destination marketing organizations may focus on the wellness philosophies of health treatments and tourist attractions to meet the growing expectations of wellness tourists for HWB, as outlined in the literature review. This study provides insights into the different components of contemporary wellness tourism those impact wellness tourists' cognitive responses, HWB and behavioral intention.
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Fiona Wingett and Sarah Turnbull
The purpose of this study is to explore the expectations of Muslim tourists when taking a halal holiday. Understanding consumer expectations is an important factor in any service…
Abstract
Purpose
The purpose of this study is to explore the expectations of Muslim tourists when taking a halal holiday. Understanding consumer expectations is an important factor in any service context since expectations determine whether the consumer is satisfied or dissatisfied with the service outcome.
Design/methodology/approach
An exploratory approach was adopted and in-depth interviews with Muslim tourists and halal holiday providers were undertaken.
Findings
The findings identified services and facilities Muslim consumers expect from a halal holiday and those they did not expect to see. Factors such as halal food, women-only facilities and dress codes were identified as services and facilities that are expected, whereas no alcohol was seen to be an important factor for Muslim tourists.
Research limitations/implications
This exploratory study used a small sample and hence the findings should not be seen to be generalisable. However, the study provides a number of valuable insights into the expectations of Muslim leisure tourists. Halal travel organisations and tourism boards will benefit from a better understanding of factors that influence the satisfaction/dissatisfaction of Muslim tourists.
Originality/value
The study makes three main contributions to our understanding of halal holidays. First, the study identifies expectations that are likely to influence satisfaction, such as halal food and women-only facilities. Second, the study highlights those expectations which are likely to cause dissatisfaction for halal holidaymakers, such as alcohol and dress codes. Third, the study highlights the difference in expectations which exist between halal holidaymakers and how the interpretation and practice of Islam is highly varied.
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