A. Andronikidis, C. Vassiliadis, Constantinos-Vasilios Priporas, I. Kamenidou
ABSTRACT This study forms a determination research into the existence of constraint factors in the demand of ski centre services. After collecting 1,316 questionnaires from twelve ski centre destinations in Greece, the power efficiency of three important theoretical classifications (intrapersonal, interpersonal, and structural constraints) was explored through confirmatory factor analysis (CFA). Findings support two out of three theoretical constraint categories, namely, intrapersonal and structural constraints, while the validity of the final measurement tool was explored. Practical implications for services marketing are also discussed.
{"title":"Examining Leisure Constraints for Ski Centre Visitors: Implications for Services Marketing","authors":"A. Andronikidis, C. Vassiliadis, Constantinos-Vasilios Priporas, I. Kamenidou","doi":"10.1300/J150v15n04_05","DOIUrl":"https://doi.org/10.1300/J150v15n04_05","url":null,"abstract":"ABSTRACT This study forms a determination research into the existence of constraint factors in the demand of ski centre services. After collecting 1,316 questionnaires from twelve ski centre destinations in Greece, the power efficiency of three important theoretical classifications (intrapersonal, interpersonal, and structural constraints) was explored through confirmatory factor analysis (CFA). Findings support two out of three theoretical constraint categories, namely, intrapersonal and structural constraints, while the validity of the final measurement tool was explored. Practical implications for services marketing are also discussed.","PeriodicalId":341174,"journal":{"name":"Journal of Hospitality & Leisure Marketing","volume":"95 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-09-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124622859","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT The recent surge in frequent guest programs has further intensified the battle for customers in the hotel industry. Thus, it is important for hospitality operators to understand how to get a greater share of the guest's lodging dollars. To that end, this study examined the impact of affective and cognitive commitment in driving behavioral loyalty or share of wallet. Our findings suggest that affective commitment is an important determinant of share of wallet, while cognitive commitment failed to predict consumer loyalty towards their preferred hotel brand. Moreover, hotel type (e.g., luxury vs. budget) had an impact on share of wallet. Hotel brands in the upscale and moderate service category seemed to benefit from a higher percentage of the guest's lodging dollars than budget or luxury brands.
{"title":"The Impact of Affective Commitment and Hotel Type in Influencing Guests' Share of Wallet","authors":"A. Mattila","doi":"10.1300/J150v15n04_04","DOIUrl":"https://doi.org/10.1300/J150v15n04_04","url":null,"abstract":"ABSTRACT The recent surge in frequent guest programs has further intensified the battle for customers in the hotel industry. Thus, it is important for hospitality operators to understand how to get a greater share of the guest's lodging dollars. To that end, this study examined the impact of affective and cognitive commitment in driving behavioral loyalty or share of wallet. Our findings suggest that affective commitment is an important determinant of share of wallet, while cognitive commitment failed to predict consumer loyalty towards their preferred hotel brand. Moreover, hotel type (e.g., luxury vs. budget) had an impact on share of wallet. Hotel brands in the upscale and moderate service category seemed to benefit from a higher percentage of the guest's lodging dollars than budget or luxury brands.","PeriodicalId":341174,"journal":{"name":"Journal of Hospitality & Leisure Marketing","volume":"86 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-09-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114527325","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT This study attempted to investigate the relationships among overall service quality (OSQ), customer satisfaction (CS), and behavioral intentions (BI), such as repeat visit intention (RVI) and word-of-mouth intention (WOMI) by considering the moderating role of personal characteristics (gender and age) in an upscale restaurant setting. Structural equation analyses showed that OSQ was an antecedent of CS, and CS was a significant predictor of RVI and WOMI. In addition, metric invariance test revealed that the strength of the relationships among study constructs was, in general, strongly influenced by personal characteristics. Specifically, the CS-RVI link was stronger for women than for men, and the OSQ-CS-WOMI link was stronger for the high-age group than for the low-age group. However, the OSQ-CS-WOMI link was found to be equal across genders, and the influence of age on the CS-RVI link was identical across groups. The findings from this study will provide restaurant managers/marketers with a guideline for developing effective marketing/service strategies for customer retention.
{"title":"Moderating Role of Personal Characteristics in Forming Restaurant Customers' Behavioral Intentions: An Upscale Restaurant Setting","authors":"Heesup Han, Kisang Ryu","doi":"10.1300/J150v15n04_03","DOIUrl":"https://doi.org/10.1300/J150v15n04_03","url":null,"abstract":"ABSTRACT This study attempted to investigate the relationships among overall service quality (OSQ), customer satisfaction (CS), and behavioral intentions (BI), such as repeat visit intention (RVI) and word-of-mouth intention (WOMI) by considering the moderating role of personal characteristics (gender and age) in an upscale restaurant setting. Structural equation analyses showed that OSQ was an antecedent of CS, and CS was a significant predictor of RVI and WOMI. In addition, metric invariance test revealed that the strength of the relationships among study constructs was, in general, strongly influenced by personal characteristics. Specifically, the CS-RVI link was stronger for women than for men, and the OSQ-CS-WOMI link was stronger for the high-age group than for the low-age group. However, the OSQ-CS-WOMI link was found to be equal across genders, and the influence of age on the CS-RVI link was identical across groups. The findings from this study will provide restaurant managers/marketers with a guideline for developing effective marketing/service strategies for customer retention.","PeriodicalId":341174,"journal":{"name":"Journal of Hospitality & Leisure Marketing","volume":"71 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-09-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124049808","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT Using a cost-benefit approach, this paper brings together a body of work from multiple disciplines to develop a conceptual model of entertainment value. The model outlines the factors that contribute to and shape assessments of entertainment value, and provides a platform for further studying the construct and developing strategies aimed at delivering it. While the model is intended to have broad application, its features and implications are animated here with illustrations from leisure and hospitality services. Entertainment has particular strategic relevance to leisure and hospitality providers, and it has been suggested that these industries could benefit from a better understanding of issues related to value in general.
{"title":"Entertainment Value: The Concept and Its Dimensions","authors":"Dawn Dobni","doi":"10.1300/J150v15n04_02","DOIUrl":"https://doi.org/10.1300/J150v15n04_02","url":null,"abstract":"ABSTRACT Using a cost-benefit approach, this paper brings together a body of work from multiple disciplines to develop a conceptual model of entertainment value. The model outlines the factors that contribute to and shape assessments of entertainment value, and provides a platform for further studying the construct and developing strategies aimed at delivering it. While the model is intended to have broad application, its features and implications are animated here with illustrations from leisure and hospitality services. Entertainment has particular strategic relevance to leisure and hospitality providers, and it has been suggested that these industries could benefit from a better understanding of issues related to value in general.","PeriodicalId":341174,"journal":{"name":"Journal of Hospitality & Leisure Marketing","volume":" April","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-09-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131976806","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT This study addressed the impact of positive and negative consumption emotions on customer satisfaction and repeat visit intentions. A total of 248 cases were used to test the hypotheses using a series of multiple regression analyses. Generally, the findings were consistent with the literature. Two dimensions (positive and negative) of consumption emotions were confirmed in this study using a confirmatory factor analysis. Positive and negative consumption emotions showed significant effects on customer satisfaction and repeat visit intentions. Customer satisfaction was a significant determinant of repeat visit intentions. Customer satisfaction appeared to be a full mediator in the relationship between positive and negative consumption emotions of customers and their repeat visit intentions. Negative emotion had a greater influence on customer satisfaction and customer repeat visit intentions than positive emotion, so the loss aversion of the prospect theory was empirically supported in its explanation of customer repeat visit supported in its explanation of customer repeat visit intentions in the lodging industry.
{"title":"Investigating the Effects of Consumption Emotions on Customer Satisfaction and Repeat Visit Intentions in the Lodging Industry","authors":"Heesup Han, K. Back","doi":"10.1300/J150v15n03_02","DOIUrl":"https://doi.org/10.1300/J150v15n03_02","url":null,"abstract":"ABSTRACT This study addressed the impact of positive and negative consumption emotions on customer satisfaction and repeat visit intentions. A total of 248 cases were used to test the hypotheses using a series of multiple regression analyses. Generally, the findings were consistent with the literature. Two dimensions (positive and negative) of consumption emotions were confirmed in this study using a confirmatory factor analysis. Positive and negative consumption emotions showed significant effects on customer satisfaction and repeat visit intentions. Customer satisfaction was a significant determinant of repeat visit intentions. Customer satisfaction appeared to be a full mediator in the relationship between positive and negative consumption emotions of customers and their repeat visit intentions. Negative emotion had a greater influence on customer satisfaction and customer repeat visit intentions than positive emotion, so the loss aversion of the prospect theory was empirically supported in its explanation of customer repeat visit supported in its explanation of customer repeat visit intentions in the lodging industry.","PeriodicalId":341174,"journal":{"name":"Journal of Hospitality & Leisure Marketing","volume":"3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-07-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115552144","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT This article identifies the underlying dimensions of a consumer's experience. Data are collected through a Web-based survey using samples from three Internet distribution channels (n = 397). Exploratory factor analysis is employed. Scale-development procedures result in a seven-factor model consisting of Environment, Benefit, Accessibility, Convenience, Utility, Incentive, and Trust. Implications for management and future research are presented.
{"title":"Identifying the Dimensions of the Experience Construct","authors":"B. Knutson, J. Beck, S. Kim, Jaemin Cha","doi":"10.1300/J150v15n03_03","DOIUrl":"https://doi.org/10.1300/J150v15n03_03","url":null,"abstract":"ABSTRACT This article identifies the underlying dimensions of a consumer's experience. Data are collected through a Web-based survey using samples from three Internet distribution channels (n = 397). Exploratory factor analysis is employed. Scale-development procedures result in a seven-factor model consisting of Environment, Benefit, Accessibility, Convenience, Utility, Incentive, and Trust. Implications for management and future research are presented.","PeriodicalId":341174,"journal":{"name":"Journal of Hospitality & Leisure Marketing","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-07-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125446384","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT This study investigates the effects of perceived price and brand image on perceived quality, trust, perceived value, and travelers' purchase intentions for online hotel booking. The results of this study suggest that if leisure travelers perceive that a price offered by a hotel is more affordable than their internal price standard or competing prices, they tend to believe that quality might be low, but they tend to have high consumer value and are more likely to have greater purchase intention. It is also noted that brand image significantly affects quality and trust perceived by consumers. Overall, trust appears to play an important role in improving long-term customer value in online dynamics.
{"title":"The Effects of Perceived Price and Brand Image on Value and Purchase Intention: Leisure Travelers' Attitudes Toward Online Hotel Booking","authors":"Chiang ChunFang, Jang SooCheong","doi":"10.1300/J150V15N03_04","DOIUrl":"https://doi.org/10.1300/J150V15N03_04","url":null,"abstract":"ABSTRACT This study investigates the effects of perceived price and brand image on perceived quality, trust, perceived value, and travelers' purchase intentions for online hotel booking. The results of this study suggest that if leisure travelers perceive that a price offered by a hotel is more affordable than their internal price standard or competing prices, they tend to believe that quality might be low, but they tend to have high consumer value and are more likely to have greater purchase intention. It is also noted that brand image significantly affects quality and trust perceived by consumers. Overall, trust appears to play an important role in improving long-term customer value in online dynamics.","PeriodicalId":341174,"journal":{"name":"Journal of Hospitality & Leisure Marketing","volume":"3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-07-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121883828","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT The Internet has emerged as a very important technology among businesses. Studies indicate that regardless of the technological revolution experienced in the tourism industry, hospitality organizations have traditionally been reluctant to utilize Information Communication Technology (ICT). They are impeded by many factors in their attempt to employ the Internet. This study, therefore, sought to explore and explain the factors determining the adoption and use of the Internet, and discuss the challenges inherent in its utilization in Ghanaian hotels. The study found that, although the hotels' environmental context, managerial characteristics, and perceived attributes of the Internet all have somewhat influence on their adoption and use of the Internet; organizational characteristics were better determinants of the hotels' tendency to employ the Internet for business purposes. These hotels were impeded in their attempt to utilize the World Wide Web (www) by a number of challenges with costs and inadequate knowledge as critical factors. Additional research is necessary to reassess the results and widen the scope of this study.
{"title":"Determinants of Internet Usage in Ghanaian Hotels: The Case of the Greater Accra Region (GAR)","authors":"Julian K. Ayeh","doi":"10.1300/J150V15N03_06","DOIUrl":"https://doi.org/10.1300/J150V15N03_06","url":null,"abstract":"ABSTRACT The Internet has emerged as a very important technology among businesses. Studies indicate that regardless of the technological revolution experienced in the tourism industry, hospitality organizations have traditionally been reluctant to utilize Information Communication Technology (ICT). They are impeded by many factors in their attempt to employ the Internet. This study, therefore, sought to explore and explain the factors determining the adoption and use of the Internet, and discuss the challenges inherent in its utilization in Ghanaian hotels. The study found that, although the hotels' environmental context, managerial characteristics, and perceived attributes of the Internet all have somewhat influence on their adoption and use of the Internet; organizational characteristics were better determinants of the hotels' tendency to employ the Internet for business purposes. These hotels were impeded in their attempt to utilize the World Wide Web (www) by a number of challenges with costs and inadequate knowledge as critical factors. Additional research is necessary to reassess the results and widen the scope of this study.","PeriodicalId":341174,"journal":{"name":"Journal of Hospitality & Leisure Marketing","volume":"9 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-07-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128093697","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT The primary objective of this study is to assess the level of congruency in the photographic representations of two promotional materials offered by Destination Marketing Organizations (DMOs) located in the U.S. northeastern corridor. The promotional materials selected for analysis are the official brochures that the tourism organizations send to consumers upon request and their respective, official Websites. The results show that with the exception of a few variables there is a low level of congruency between the pictures presented on both media.
{"title":"Level of Congruency in Photographic Representations of Destination Marketing Organizations' Websites and Brochures","authors":"Neha Singh, Sandro Formica","doi":"10.1300/J150v15n03_05","DOIUrl":"https://doi.org/10.1300/J150v15n03_05","url":null,"abstract":"ABSTRACT The primary objective of this study is to assess the level of congruency in the photographic representations of two promotional materials offered by Destination Marketing Organizations (DMOs) located in the U.S. northeastern corridor. The promotional materials selected for analysis are the official brochures that the tourism organizations send to consumers upon request and their respective, official Websites. The results show that with the exception of a few variables there is a low level of congruency between the pictures presented on both media.","PeriodicalId":341174,"journal":{"name":"Journal of Hospitality & Leisure Marketing","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-07-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"117045146","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT This study examines tour operators' perceptions of travel conditions of Central Asia (CA) Countries (Kazakhstan, Kyrgyzstan, Turkmenistan, and Uzbekistan). Survey data were gathered from tour operators and travel agents in Turkey. Travel conditions such as barriers, decision influencers for potential tourists to visit CA countries, reasons for travel, and suggestions for encouraging and improving tourism, evaluation of general travel conditions, promotion, and advertisement efforts were assessed. In addition, the study also examined satisfaction with travel to CA countries as a function of general travel conditions. Study concludes with appropriate management and policy implications for both travel operators and the four Central Asian countries.
{"title":"Perceptions of Central Asia Travel Conditions: Kyrgyzstan, Kazakhstan, Uzbekistan, and Turkmenistan","authors":"Kemal Kantarcı","doi":"10.1300/J150v15n02_04","DOIUrl":"https://doi.org/10.1300/J150v15n02_04","url":null,"abstract":"ABSTRACT This study examines tour operators' perceptions of travel conditions of Central Asia (CA) Countries (Kazakhstan, Kyrgyzstan, Turkmenistan, and Uzbekistan). Survey data were gathered from tour operators and travel agents in Turkey. Travel conditions such as barriers, decision influencers for potential tourists to visit CA countries, reasons for travel, and suggestions for encouraging and improving tourism, evaluation of general travel conditions, promotion, and advertisement efforts were assessed. In addition, the study also examined satisfaction with travel to CA countries as a function of general travel conditions. Study concludes with appropriate management and policy implications for both travel operators and the four Central Asian countries.","PeriodicalId":341174,"journal":{"name":"Journal of Hospitality & Leisure Marketing","volume":"284 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-04-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123069164","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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