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EXPRESS: Do Repeat Customers Effectively Attract New Customers? Reconsidering Customer Influence Value of Repeat Customers 快讯老客户能有效吸引新客户吗?重新考虑老客户的客户影响力价值
Pub Date : 2024-08-08 DOI: 10.1177/10963480241277093
Seunghun Shin, H. Shin, Eunji Lee, Yerin Yhee
In the hospitality industry, repeat customers are recognized for their significant contributions, not just because they visit a business again but also because they generate strong word-of-mouth impacts on potential customers’ decisions. However, the quality of repeat customers’ word-of-mouth should be reconsidered for its pivotal role in influencing new customers. This research examines the effectiveness of repeat customers’ word-of-mouth compared to first-time customers. Employing a multi-study, multi-method approach, the study examines whether the quality and usefulness of online reviews written by repeat customers is indeed superior to those of first-time customers through text analysis (Study 1), an experiment (Study 2), and a regression analysis utilizing secondary data (Study 3). Contrary to common belief, the results of three studies reveal that repeat customers’ reviews do not surpass those of first-time customers in terms of quality, usefulness, or attracting new customers, highlighting the importance of considering quality when assessing customers’ indirect contributions.
在酒店业,回头客的重大贡献得到了认可,这不仅是因为他们再次光顾一家企业,还因为他们对潜在客户的决策产生了强大的口碑影响。然而,由于老顾客口碑在影响新顾客方面起着举足轻重的作用,因此应重新考虑老顾客口碑的质量。本研究探讨了老顾客口碑与首次顾客口碑相比的有效性。本研究采用多研究、多方法的方法,通过文本分析(研究 1)、实验(研究 2)和利用二手数据的回归分析(研究 3),考察老顾客撰写的在线评论的质量和实用性是否确实优于首次顾客的评论。与普遍看法相反,三项研究的结果表明,老顾客的评论在质量、实用性或吸引新顾客方面并没有超过首次顾客的评论,这突出了在评估顾客的间接贡献时考虑质量的重要性。
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引用次数: 0
Understanding and Employing Formative Constructs: Conceptualization, Operationalization, and Threats of Misspecification 理解和运用形成性结构:概念化、操作化和不规范的威胁
Pub Date : 2024-06-05 DOI: 10.1177/10963480241258510
Adiyukh Berbekova, F. Kock, A. Assaf, A. Josiassen
While tourism researchers devote large efforts to justify and test the theoretical relationships between constructs, the links between items and their respective constructs receive very little deliberate attention. This is because the relationship between construct and item is, often incorrectly, assumed to be reflective, meaning that the measurement items reflect the construct. In contrast to reflective constructs, for formative constructs, measurement items form the construct. In Study 1, we show empirically that 43.7% of the employed measures in the leading tourism journals are misspecified, and thus incorrectly conceptualized and operationalized: Formative constructs are frequently being mistaken for reflective constructs. In Study 2, we empirically demonstrate the threats and consequences of misspecification. In response, this research addresses the neglect of formative constructs, fosters their understanding, and explains how to conceptualize, operationalize, and estimate formative constructs in future research.
虽然旅游研究人员花费了大量精力来论证和检验构念之间的理论关系,但项目与各自构念之间的联系却很少受到关注。这是因为构造和项目之间的关系往往被错误地假定为反映关系,即测量项目反映构造。与反思性建构相反,对于形成性建构而言,测量项目构成了建构。在研究 1 中,我们通过实证研究发现,在主要旅游期刊中使用的测量项目中有 43.7% 是错误定义的,因此概念化和操作化也不正确:形成性建构经常被误认为是反思性建构。在研究 2 中,我们通过经验证明了错误界定的威胁和后果。作为回应,本研究解决了对形成性建构的忽视,促进了对形成性建构的理解,并解释了在未来研究中如何对形成性建构进行概念化、操作化和估算。
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引用次数: 0
Rethinking Travel Companionship: An Alternative Conceptual Model and Future Research Agenda 重新思考旅伴:另一种概念模型和未来研究议程
Pub Date : 2024-06-05 DOI: 10.1177/10963480241258084
Biqiang Liu, Brent Moyle, Anna Kralj, Sera Vada, Lu Chang, Siqi Emily Lu
Travel companionship is commonplace across tourism industries, with existing discourse exclusively emphasizing positive downstream outcomes. However, limited studies have provided a potential counterpoint to the positive outcomes embedded in scholarly work associated with travel companionship. This research, building on interdisciplinary insights, aims to create a comprehensive perspective on travel companionship, elucidating the conditions where travel companionship can trigger negative evaluations of shared tourism experiences. Emergent findings from a systematic narrative review identified three core research streams that focused on the characteristics of decision makers, relationships between companion and decision makers, and experience type. Drawing on self-construal theory, impression management theory, and the experience economy paradigm, three theoretically justifiable caveats were developed to illuminate the underlying psychological mechanisms of negative companionship-induced outcomes. An alternative model of travel companionship underpinned by testable research propositions is proposed. Future research should move towards the articulation of a theory of travel companionship.
结伴旅游在旅游业中司空见惯,现有的论述只强调积极的下游结果。然而,与旅行陪伴相关的学术著作中包含的积极成果相比,有限的研究提供了潜在的反面观点。本研究以跨学科见解为基础,旨在建立一个关于旅行陪伴的全面视角,阐明旅行陪伴在哪些情况下会引发对共享旅游体验的负面评价。系统性叙事回顾的新发现确定了三个核心研究流,分别侧重于决策者的特征、同伴与决策者之间的关系以及体验类型。借鉴自我概念理论、印象管理理论和体验经济范式,我们提出了三个理论上合理的注意事项,以阐明同伴关系引发负面结果的潜在心理机制。我们提出了一个以可检验的研究命题为基础的旅行陪伴替代模型。未来的研究应朝着阐述旅行陪伴理论的方向迈进。
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引用次数: 0
EXPRESS: Effectiveness of message framing in changing restaurant diners’ plant-based meat consumption 快讯信息框架对改变餐厅食客植物性肉类消费的有效性
Pub Date : 2024-05-24 DOI: 10.1177/10963480241259909
Pearl M.C. Lin, Ada Lo, W. Au, Regina Wang
Drawing on regulatory fit theory, construal level theory, and means-end theory, this research examined the effects of message framing, message information, and message description on restaurant diners’ consumption intentions (CI) and the amount they would be willing to pay more ($WTP) for a plant-based diet. The study employed a mixed between-within-group methodology with a micro-longitudinal 2 (gain vs. loss framing) × 2 (health vs. environment information) × 2 (attribute-based vs. benefit-based description) scenario-based experimental design. An analysis of 361 survey responses revealed that health information should be conveyed through gain-framed messages with benefit-based descriptions, whereas environment information should be conveyed through loss-framed messages with attribute-based descriptions. These results enriched our understanding of diners’ attitudes towards plant-based meat consumption. Findings laid a theoretical foundation for future studies and present practical implications for the hospitality industry.
本研究借鉴监管契合理论、构想水平理论和手段-目的理论,考察了信息框架、信息信息和信息描述对餐厅食客的消费意向(CI)以及他们愿意为植物性饮食多支付的金额(WTP 美元)的影响。研究采用了组间-组内混合方法,并采用了微观纵向 2(收益与损失框架)×2(健康与环境信息)×2(基于属性的描述与基于收益的描述)情景实验设计。对 361 份调查回复的分析表明,健康信息应通过基于收益描述的收益框架信息来传达,而环境信息则应通过基于属性描述的损失框架信息来传达。这些结果丰富了我们对食客对植物性肉类消费态度的理解。研究结果为今后的研究奠定了理论基础,并对餐饮业产生了实际影响。
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引用次数: 0
Biophilic Urban Hotel Design and Restorative Experiencescapes 亲生物城市酒店设计和恢复性体验景观
Pub Date : 2024-05-17 DOI: 10.1177/10963480241244720
Courtney Suess, T. Legendre, Lydia Hanks
When considering how hotels can facilitate aesthetics that offer restorative benefits to business and leisure travelers, extant research suggests natural environments serve as a refuge and that time spent in nature promotes well-being. Based on the tenets of Stress Recovery Theory (SRT), combined with the theoretical perspective of prospect-refuge, we examine, through a series of conjoint analyses, how combinations of biophilic design elements differ in the extent to which they are perceived to enhance guests’ restoration, including relaxation, energy, and mind clarity. We further explore how these perceptions change based on higher and lower levels of individuals’ longer-term states of anxiety and stress. Findings can be translated into practical applications, ensuring that the biophilic elements more closely aligned with restoration and psychological needs are prioritized in urban hotel building and interior design.
现有研究表明,自然环境可作为避难所,在自然中度过的时间可促进身心健康。基于 "压力恢复理论"(SRT)的信条,结合 "前景-避难所 "的理论视角,我们通过一系列联合分析,研究了亲生物设计元素的组合在提高客人恢复能力(包括放松、精力充沛和头脑清醒)方面的感知程度有何不同。我们还进一步探讨了这些感知如何随着个人长期焦虑和压力状态的高低而变化。研究结果可转化为实际应用,确保在城市酒店建筑和室内设计中优先考虑更符合恢复和心理需求的亲生物元素。
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引用次数: 0
Is a Good Story Enough? A Critical Analysis of Storyteller Roles in Tourism 一个好故事就够了吗?旅游业中讲故事者角色的批判性分析
Pub Date : 2024-05-14 DOI: 10.1177/10963480241251450
A. C. Moreira, Rui Augusto da Costa, Manuel Jorge Nunes de Sousa
As storytelling influences consumer attitudes and opinions, conditioning the tourist experience by appealing to the imagination, this paper reviews the literature covering the analysis of 66 papers that focus on the storytelling of the visitor/tourist as the main subject. The article is divided into four main themes: (a) storytelling as a tool to attract tourists; (b) the role of the storyteller; (c) the tourist as a storyteller; and (d) what makes a good story. The Hoshin Kanri Matrix was used to showcase each of the main themes. Although storytelling has been widely used to attract tourists, it is crucial that tourist-based storytelling can be a credible substitute for destination-based storytelling, as empathy, authenticity and the emotional attachment of tourists as storytellers play an important role as “good stories,” transforming and co-creating their experiences that emerge from the interaction of tourists, residents, and intermediaries.
由于讲故事会影响消费者的态度和观点,通过激发想象力来调节游客的体验,本文对 66 篇以游客讲故事为主题的文献进行了回顾分析。文章分为四个主题:(a) 讲故事作为吸引游客的工具;(b) 讲故事者的角色;(c) 作为讲故事者的游客;(d) 什么是好故事。我们使用了 "Hoshin Kanri 矩阵 "来展示每个主题。虽然讲故事已被广泛用于吸引游客,但至关重要的是,以游客为基础的讲故事可以可信地替代以目的地为基础的讲故事,因为游客作为讲故事者的同理心、真实性和情感依恋作为 "好故事 "发挥了重要作用,改变并共同创造了游客、居民和中间人互动中产生的体验。
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引用次数: 0
Interdependencies in Visiting Relatives’ Travel: Uncovering the Nature, Meanings, and Dynamics of Host–Guest Interactions 探亲旅行中的相互依存关系:揭示主客互动的性质、意义和动力
Pub Date : 2024-04-23 DOI: 10.1177/10963480241246563
Xi Wang, Jenny Cave, Mary Simpson
This study examines the role of visiting relatives (VRs) travel in enabling the interdependencies between transnational sojourners and their stay-behind family members. VRs travel is found to facilitate cross-border support exchange while preserving geographically stretched family ties. This study contributes to the theory by demonstrating that the current understanding of social exchange theory does not adequately explain the dynamics of VRs host-guest interactions, because some previously unidentified factors (e.g., felt obligation and family life cycle) also shape visiting and hosting behaviors. At a practical level, the findings help both sides better understand each other’s needs and respective roles in VRs travel. This study contributes new knowledge to the field of tourism planning and management, by revealing motives and patterns that lie behind VRs travel, while suggesting that the VRs travel market is more diverse than it seems to be, as parent and non-parent visitors tend to have different expectations of hosting.
本研究探讨了探亲旅行(VRs)在促进跨国旅居者与其留守家庭成员之间相互依存方面的作用。研究发现,探亲旅行既能促进跨境支持交流,又能保持地理上拉伸的家庭联系。本研究通过证明目前对社会交换理论的理解并不能充分解释 VRs 主客互动的动态,因为一些之前未被发现的因素(如感觉到的义务和家庭生活周期)也会影响访问和接待行为,从而对该理论做出贡献。在实践层面上,研究结果有助于双方更好地了解彼此的需求和各自在虚拟现实旅行中的角色。本研究揭示了自愿者旅游背后的动机和模式,为旅游规划和管理领域贡献了新的知识,同时也表明自愿者旅游市场比想象中更加多样化,因为父母和非父母游客往往对接待有不同的期望。
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引用次数: 0
Tourists’ Embodied Metaphors in Lifestyle Cultural Space 游客在生活方式文化空间中的体现性隐喻
Pub Date : 2024-03-16 DOI: 10.1177/10963480241237089
Zichao Wang, Juan Tang, Lingxu Zhou, Beng Kok Goh
Traditional cultural tourism spaces are constantly being threatened by the trend of fast consumption, but some of them successfully survive. This research proposes the concept of “lifestyle cultural space” in a tourism context, referring to various lived traditional spaces that integrate closely with the lifestyle of the local community and become attractors to tourists. We aim to establish the formation mechanism of embodied metaphors in the spatial environment by taking teahouses in Chengdu, China, as typical cases. Methodologically, this study integrates Sebeok and Danesi’s modeling system with biosemiotic analysis and discourse analysis, and examines tourists’ embodied cognition and metaphors of such space through tourists’ online photographs, reviews, and authors’ participatory notes. Our findings reveal tourists’ embodied metaphors in lifestyle cultural spaces and build a theoretical connection between tourists’ embodiment and cognition of such spaces. Practical suggestions are given for the enhancement of lifestyle attractions.
传统文化旅游空间不断受到快速消费趋势的威胁,但其中一些成功地存活了下来。本研究提出了旅游语境下 "生活文化空间 "的概念,指的是与当地社区生活方式紧密结合并吸引游客的各种生活化传统空间。我们以中国成都的茶馆为典型案例,旨在建立空间环境中体现隐喻的形成机制。在方法论上,本研究将 Sebeok 和 Danesi 的建模系统与生物符号学分析和话语分析相结合,通过游客的在线照片、评论和作者的参与式笔记,考察游客对此类空间的具身认知和隐喻。我们的研究结果揭示了游客在生活方式文化空间中的体现性隐喻,并在游客的体现性和对此类空间的认知之间建立了理论联系。我们还就如何提升生活方式景点提出了实用建议。
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引用次数: 0
Regulation, Automated Technologies, and Competitiveness in the Hospitality Industry 酒店业的监管、自动化技术和竞争力
Pub Date : 2024-02-26 DOI: 10.1177/10963480241229233
Craig Webster, Lisa Cain
This conceptual paper examines the interplay between Porter’s Diamond, the role of government, and varying political ideologies on automated technology regulation in the global hospitality industry. The way in which these factors influence a global organization’s ability to achieve competitive advantage through the use of technology are examined. Specifically, mercantilist, liberal, social democratic, and communist ideologies are explored in relation to how they support or dissuade regulation, and their respective and collective impacts on competition. Additionally, the sources of government regulation, including global, bloc, country-level, and sub-country levels are discussed in relation to automated technology regulations. Ultimately, this study offers suggestions for competition as a result of existing and potential automated technology regulations for the hospitality industry, and suggests areas of study and questions for further consideration.
这篇概念性论文探讨了波特钻石理论、政府的作用以及不同政治意识形态对全球酒店业自动化技术监管的相互影响。本文探讨了这些因素如何影响全球组织通过使用技术实现竞争优势的能力。具体而言,本文探讨了重商主义、自由主义、社会民主主义和共产主义意识形态如何支持或反对监管,以及它们各自和共同对竞争产生的影响。此外,还结合自动化技术法规讨论了政府法规的来源,包括全球、集团、国家和次国家层面。最后,本研究就酒店业现有和潜在的自动化技术法规对竞争的影响提出了建议,并提出了需要进一步考虑的研究领域和问题。
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引用次数: 0
Do Happier People Like Traveling More? 更快乐的人更喜欢旅行吗?
Pub Date : 2024-02-20 DOI: 10.1177/10963480241229236
Jing Ma, Xinjing Wang, Lihui Tian
This study argues that happy people spend more on products that promote happiness, such as travel. A positive cyclical relationship is documented between happiness and tourism. This association is particularly significant for economies featuring low levels of happiness and tourism consumption. The identified trend is verified using two-part models based on a large database assembled from four rounds of the China Household Finance Survey. The replacement of the dependent variable, the instrumental variable method, and a grouping study, enhance the robustness of our conclusions. Further investigation shows that the level of one’s social network mediates the positive impact of happiness on tourism consumption.
本研究认为,幸福的人在旅游等促进幸福的产品上花费更多。幸福感与旅游业之间存在积极的周期性关系。这种关系对于幸福感和旅游消费水平较低的经济体尤为显著。根据四轮中国家庭金融调查所建立的大型数据库,使用两部分模型对所发现的趋势进行了验证。因变量的替换、工具变量法和分组研究增强了我们结论的稳健性。进一步的研究表明,个人的社会网络水平介导了幸福感对旅游消费的积极影响。
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引用次数: 0
期刊
Journal of Hospitality & Tourism Research
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