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Change and Continuity in Event Tourism Development in Nigeria: Examples from Ekpe Cultural Festival in Abia State 尼日利亚活动旅游发展的变化与连续性:以阿比亚州Ekpe文化节为例
IF 1.7 Q3 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-01-01 DOI: 10.3727/154427221x16317419620228
Nneoma G Ololo, P. Dieke
Events are not only one of the most important parts of tourism, but also an inseparable part of human society. In recent times, events have gained global significance through the tourism industry. As festivals are essentially special events, their special appeal stems in part from their limited duration or concentration of activities over a set period and innate uniqueness of each event or there may be a particular theme. This article critically examines the change and continuity processes of a community festival—Ekpe Cultural Festival in Umunkpeyi and Isingwu in Abia State, Nigeria—for a deeper understanding of the effects in the development of event tourism and its sustainability. Data were collected through ethnographic fieldwork conducted with key informants directly involved in the festival, including the community leaders, chiefs, and staff of the Department of Tourism (DoT), the Abia State Tourism Board (ASTB), and the Ministry of Tourism, Arts and Culture (MoTAC). Data were analyzed using content analysis to identify themes that reflect informants’ perception of the changes and continuity that affect the festival in the study area. Findings revealed notable changes in the practices associated with the festival such as indifference to attire for the festival, drastic reduction in masking, attitude to funding during the festival, while male dominance continues to be paramount. This article concludes that event tourism development requires government support, collaboration, and sensitization to harness and retain some practices of the festival amid obvious changes.
活动不仅是旅游的重要组成部分,也是人类社会不可分割的一部分。近年来,活动通过旅游业获得了全球意义。由于节日本质上是特殊的活动,其特殊的吸引力部分源于其持续时间有限或活动集中在一个固定的时期,以及每个活动的固有独特性或可能有一个特定的主题。本文以批判性的方式检视社群节日的变迁与延续过程,例如尼日利亚阿比亚州Umunkpeyi与Isingwu的ekpe文化节,以便更深入了解活动旅游发展与永续性的影响。数据是通过与直接参与节日的关键线人进行的民族志实地调查收集的,包括社区领导人、酋长和旅游部(DoT)、阿比亚州旅游局(ASTB)和旅游、艺术和文化部(MoTAC)的工作人员。使用内容分析来分析数据,以确定反映线人对影响研究地区节日的变化和连续性的感知的主题。调查结果显示,与节日相关的习俗发生了显著变化,例如对节日服装的冷漠,节日期间面具的大幅减少,对资金的态度,而男性主导仍然是最重要的。本文的结论是,活动旅游的发展需要政府的支持、合作和敏感,以便在明显的变化中利用和保留一些节日的做法。
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引用次数: 0
DISCLOSING THE UNNOTICED POWER OF MARKET SEGMENTS IN THE TOURISM GROWTH NEXUS DISCUSSION 揭示细分市场在旅游增长关系讨论中被忽视的力量
IF 1.7 Q3 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-01-01 DOI: 10.3727/154427221x16317419620264
George Ekonomou
The present study aims at investigating the tourism growth nexus by launching a new approach when conceptualizing tourism expansion. We add to the relevant discussion in two specific ways. First, we claim that tourism is a heterogeneous economic activity and launch the concept of market segments when searching for cointegrating and causality relationships at the interface of tourism and economy, an issue that goes unnoticed and an approach that is not tested so far. We define them in two different ways: business tourism spending and leisure tourism spending. In the analysis, we also take into consideration capital investment spending as well as internal consumption within the tourism industry. Second, we apply second-generation panel data analysis within the Eurozone economic space, which is insufficiently investigated within the concept of tourism growth nexus discussion. Research findings indicate that a unidirectional causality relationship running from business tourism spending to economic growth is present. Hence, if business tourism spending increases (decreases) then economic growth will increase (decrease) too. Additionally, changes to leisure tourism spending will cause changes to economic growth in the same direction and vice versa. Internal travel and tourism consumption as well as capital investment spending within the travel and tourism sector form a feedback hypothesis with economic growth meaning that they are mutually influenced when changes occur. Practical implications indicate that a friendly and attractive tourism ecosystem in terms of investments and innovations will enhance sustainable economic growth and tourism demand in the long run.
本研究旨在探讨旅游增长关系,在旅游扩张的概念上提出一种新的方法。我们以两种具体方式补充有关的讨论。首先,我们声称旅游是一种异质经济活动,并在寻找旅游和经济界面的协整和因果关系时提出了细分市场的概念,这是一个未被注意到的问题,也是一种迄今尚未经过测试的方法。我们用两种不同的方式来定义它们:商务旅游消费和休闲旅游消费。在分析中,我们还考虑了资本投资支出以及旅游业内部消费。其次,我们在欧元区经济空间内应用了第二代面板数据分析,这在旅游增长联系的概念讨论中没有得到充分的研究。研究结果表明,商务旅游消费与经济增长之间存在单向因果关系。因此,如果商务旅游消费增加(减少),那么经济增长也会增加(减少)。此外,休闲旅游消费的变化将导致经济增长的变化,反之亦然。国内旅游和旅游消费以及旅游和旅游部门内的资本投资支出与经济增长形成反馈假设,这意味着它们在发生变化时相互影响。实际意义表明,从长远来看,友好和有吸引力的旅游生态系统在投资和创新方面将促进可持续经济增长和旅游需求。
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引用次数: 3
Perceptions of the Socioeconomic Impacts of a Women’s Major Sporting Event in Africa 对非洲妇女重大体育赛事的社会经济影响的看法
IF 1.7 Q3 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-01-01 DOI: 10.3727/154427221x16245632411908
F. N. Achu, R. J. Lekgau, Urmila Bob
Major sports events have emerged as an important destination development tool for many developing countries in sub-Saharan Africa. This study aimed to assess the socioeconomic impacts of the 2016 Women African Cup of Nations (WAFCON) hosted in Cameroon. Taking the hosting cities (Limbe and Yaounde) as the case study sites, the study utilized a mixed-methods research approach. The data emerged from the 759 questionnaires distributed to the event attendees and 10 interviews with key informants. The study showed the event to have created employment and income generation opportunities in the host cities and have contributed to increased national pride and social cohesion. Also, the study found the event to have played an important role in the advancement of women in sport. However, the research revealed little leveraging of the event’s socioeconomic opportunities for longer gain. The study concludes that female sports events, for destination development and the advancement of women’s sport, is an important but neglected area of focus. The study argues for stronger collaborations and partnerships within tourism and sport stakeholders to ensure the positive advancements of female sports events are sustained.
大型体育赛事已成为撒哈拉以南非洲许多发展中国家重要的目的地发展工具。本研究旨在评估在喀麦隆举办的2016年非洲女足国家杯(WAFCON)的社会经济影响。本研究以主办城市(林贝和雅温得)为案例研究地点,采用混合方法研究方法。这些数据来自于向活动参与者分发的759份调查问卷和对主要信息提供者的10次采访。研究表明,奥运会在主办城市创造了就业和创收机会,并有助于提高民族自豪感和社会凝聚力。此外,该研究还发现,这项赛事在提高女性在体育运动中的地位方面发挥了重要作用。然而,研究显示,人们很少利用赛事带来的社会经济机会来获得长期收益。研究得出结论,女子体育赛事对于目的地发展和女子体育的进步是一个重要但被忽视的重点领域。该研究主张加强旅游和体育利益相关者之间的合作和伙伴关系,以确保女性体育赛事的积极进展得以持续。
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引用次数: 0
The One Where Nostalgia Backfires: Evidence from Theme Parks 怀旧适得其反:来自主题公园的证据
IF 1.7 Q3 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-01-01 DOI: 10.3727/154427222x16438247292346
Yizhi Li, Ruoxi Qi, Wei Wei, Milos Bujisic, J. Petrick
As theme parks seek more opportunities in using intellectual properties to redesign their services, this study explores the potential impacts of such modifications on consumers’ attitudes towards the theme parks. More specifically, it investigates the joint effects of service redesign, nostalgia, and consumer expertise on consumers’ brand love for theme parks. The results suggest when theme parks undergo service redesign, nostalgia may play a negative role in predicting consumers’ brand love. Moreover, nostalgia and consumer expertise may have joint negative effects on brand love when theme parks undergo service redesign. This study contributes to the hospitality literature by contrasting past studies that display the positive effects of nostalgia in influencing consumer behaviors and suggests the potential drawbacks of nostalgia in the service industry. It also illustrates nostalgia is an intricate marketing tool for the industry.
随着主题公园寻求更多机会利用知识产权来重新设计其服务,本研究探讨了这种修改对消费者对主题公园态度的潜在影响。更具体地说,它调查了服务重新设计、怀旧和消费者专业知识对消费者对主题公园的品牌喜爱的共同影响。结果表明,当主题公园进行服务重新设计时,怀旧情绪可能会对消费者的品牌喜爱产生负向影响。此外,当主题公园进行服务重新设计时,怀旧和消费者专业知识可能会共同对品牌喜爱产生负面影响。本研究通过对比过去的研究,对酒店文献做出了贡献,这些研究显示了怀旧在影响消费者行为方面的积极作用,并提出了怀旧在服务业中的潜在弊端。这也说明,怀旧是该行业一个复杂的营销工具。
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引用次数: 0
Tourism Reset: Reimagining South African Domestic Tourism in the Era Of Covid-19 旅游重置:在新冠肺炎时代重塑南非国内旅游
IF 1.7 Q3 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-01-01 DOI: 10.3727/154427221x16098837280037
T. Matiza, E. Slabbert
Domestic tourism is increasingly being propagated as a primer for the global tourism industry’s resuscitation in the era of COVID-19. However, in light of the COVID-19 pandemic, the challenge for African tourism destinations such as South Africa is predicting domestic tourists’ behavioral and demand responses. The article explores the mediating effect of perceived risk on the nexus between South African domestic tourists’ push and pull travel motives. Data were generated via a self-administered online survey and analyzed primarily utilizing factor and mediation analyses. From the sample (n = 427), the study identifies the heterogeneity in the push–pull travel motives nexus. Moreover, the findings also establish the susceptibility of experiential escape-seeking tourists to the negative mediating influence of COVID-19-induced perceived physical risk on their likelihood of engaging in leisure-oriented domestic tourism activity. The results also point to potential cognitive bias and subjective preference towards domestic tourism, potentially signaling a crisis-induced shift in tourist behavior. The managerial implications are also discussed.
国内旅游越来越被宣传为新冠肺炎时代全球旅游业复苏的先导。然而,鉴于2019冠状病毒病大流行,南非等非洲旅游目的地面临的挑战是预测国内游客的行为和需求反应。本文探讨了感知风险对南非国内游客推拉旅游动机关系的中介作用。数据通过自我管理的在线调查产生,并主要利用因素和中介分析进行分析。从样本(n = 427)中,研究确定了推拉旅行动机关系的异质性。此外,研究结果还确定了体验性逃避游客对新冠肺炎诱发的感知身体风险对其从事休闲型国内旅游活动可能性的负向中介影响的敏感性。研究结果还指出了潜在的认知偏见和对国内旅游的主观偏好,这可能预示着危机引发的旅游行为转变。还讨论了管理影响。
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引用次数: 3
Livelihood Diversification Through Tourism: Identity, Well-Being, and Potential in Rural Coastal Communities 通过旅游实现生计多样化:沿海农村社区的身份、福祉和潜力
IF 1.7 Q3 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-01-01 DOI: 10.3727/154427221x16245632411854
A. Kimbu, Irma Booyens, Anke Winchenbach
Traditional rural livelihoods are disappearing due to natural resource decline, climate pressure and, also modernization. This study explores livelihood diversification from primary economic activities into tourism employment in rural communities. We examine the developmental role of tourism in areas where traditional activities, in this case fishing, have declined and tourism is growing. This article presents the findings of two case studies: the coastal communities of Padstow (UK) and Paternoster (South Africa). The approach is qualitative and draws on sustainable livelihoods and social well-being notions to examine how affected people “cope with change” with respect to tourism diversification, and individual and community well-being. While the socioeconomic and sociopolitical contexts in the two research sites differ, the findings show that narratives about belonging and identity feature prominently with respect to fishing livelihoods in both cases. Small-scale fishing, perceived as a way of life for fishers, is under threat in both areas, yet there is limited evidence of concerted efforts to plan and manage the potential diversification processes into tourism. Nonetheless, we observe that tourism does provide some opportunities for fishing-dependent communities and outline some avenues for stronger collaboration, particularly by focusing on culinary tourism.
由于自然资源减少、气候压力以及现代化,传统的农村生计正在消失。本研究探讨农村社区从初级经济活动到旅游就业的生计多元化。我们研究在传统活动(在本例中是捕鱼)减少而旅游业正在增长的地区,旅游业的发展作用。本文介绍了两个案例研究的结果:帕德斯托(英国)和帕特诺斯特(南非)的沿海社区。该方法是定性的,利用可持续生计和社会福利概念来研究受影响的人们如何“应对变化”,涉及旅游多样化以及个人和社区福祉。虽然两个研究地点的社会经济和社会政治背景不同,但研究结果表明,在这两个地点,关于归属感和身份的叙述在渔业生计方面都具有突出的特点。被视为渔民的一种生活方式的小规模捕鱼在这两个地区都受到威胁,然而,在规划和管理旅游业的潜在多样化进程方面所作的一致努力的证据有限。尽管如此,我们注意到旅游业确实为依赖渔业的社区提供了一些机会,并概述了加强合作的一些途径,特别是通过关注烹饪旅游。
{"title":"Livelihood Diversification Through Tourism: Identity, Well-Being, and Potential in Rural Coastal Communities","authors":"A. Kimbu, Irma Booyens, Anke Winchenbach","doi":"10.3727/154427221x16245632411854","DOIUrl":"https://doi.org/10.3727/154427221x16245632411854","url":null,"abstract":"Traditional rural livelihoods are disappearing due to natural resource decline, climate pressure and, also modernization. This study explores livelihood diversification from primary economic activities into tourism employment in rural communities. We examine the developmental role of tourism in areas where traditional activities, in this case fishing, have declined and tourism is growing. This article presents the findings of two case studies: the coastal communities of Padstow (UK) and Paternoster (South Africa). The approach is qualitative and draws on sustainable livelihoods and social well-being notions to examine how affected people “cope with change” with respect to tourism diversification, and individual and community well-being. While the socioeconomic and sociopolitical contexts in the two research sites differ, the findings show that narratives about belonging and identity feature prominently with respect to fishing livelihoods in both cases. Small-scale fishing, perceived as a way of life for fishers, is under threat in both areas, yet there is limited evidence of concerted efforts to plan and manage the potential diversification processes into tourism. Nonetheless, we observe that tourism does provide some opportunities for fishing-dependent communities and outline some avenues for stronger collaboration, particularly by focusing on culinary tourism.","PeriodicalId":46032,"journal":{"name":"Tourism Review International","volume":"1 1","pages":""},"PeriodicalIF":1.7,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"69751432","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}
引用次数: 2
The Changing Nature of the Mice Sector in South Africa Due to Covid-19 2019冠状病毒病导致南非Mice行业性质的变化
IF 1.7 Q3 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-01-01 DOI: 10.3727/154427221x16245632411890
R. J. Lekgau, T. Tichaawa
The purpose of the study is to explore the changing nature of MICE tourism in South Africa due to COVID-19. Based on a series of interviews conducted with representatives of the MICE industry in various sectors, including incentive, conference, and meeting, venues, and associations, the study found that while the shift to virtual events was adopted by many, there are substantial costs involved and significant learning required for their successful execution. Further, the study found venues to be among the most affected owing to the restrictions placed on visitor numbers and the need to adapt to the virtual environment. Moreover, virtual events were perceived as temporary plasters, with live to return once restrictions on the industry are lifted. The study concludes that virtual and hybrid events are valuable in the continuity of MICE tourism during the COVID-19 pandemic. The present research is one of the very few studies examining the impact of COVID-19 on MICE events and reveals the subsequent changes, in theory and practice, to MICE tourism.
本研究的目的是探讨受COVID-19影响,南非会展旅游性质的变化。根据对会展业各个领域的代表进行的一系列访谈,包括奖励、会议、场地和协会,该研究发现,虽然许多人都采用了虚拟活动,但要成功执行,需要大量的成本和大量的学习。此外,研究发现,由于对游客人数的限制和适应虚拟环境的需要,场地是受影响最大的场所之一。此外,虚拟赛事被视为暂时的膏药,一旦行业限制解除,现场赛事就会回归。该研究得出结论,虚拟和混合活动对2019冠状病毒病大流行期间会展旅游的连续性具有重要价值。本研究是为数不多的研究COVID-19对会展活动影响的研究之一,并揭示了后续对会展旅游的理论和实践变化。
{"title":"The Changing Nature of the Mice Sector in South Africa Due to Covid-19","authors":"R. J. Lekgau, T. Tichaawa","doi":"10.3727/154427221x16245632411890","DOIUrl":"https://doi.org/10.3727/154427221x16245632411890","url":null,"abstract":"The purpose of the study is to explore the changing nature of MICE tourism in South Africa due to COVID-19. Based on a series of interviews conducted with representatives of the MICE industry in various sectors, including incentive, conference, and meeting, venues, and associations, the study found that while the shift to virtual events was adopted by many, there are substantial costs involved and significant learning required for their successful execution. Further, the study found venues to be among the most affected owing to the restrictions placed on visitor numbers and the need to adapt to the virtual environment. Moreover, virtual events were perceived as temporary plasters, with live to return once restrictions on the industry are lifted. The study concludes that virtual and hybrid events are valuable in the continuity of MICE tourism during the COVID-19 pandemic. The present research is one of the very few studies examining the impact of COVID-19 on MICE events and reveals the subsequent changes, in theory and practice, to MICE tourism.","PeriodicalId":46032,"journal":{"name":"Tourism Review International","volume":"1 1","pages":""},"PeriodicalIF":1.7,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"69751504","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}
引用次数: 6
Historical Turning Points in Tourism: The Establishment of the Hotel Board in South Africa 旅游业的历史转折点:南非酒店董事会的成立
IF 1.7 Q3 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-01-01 DOI: 10.3727/154427221x16245632411917
C. Rogerson, J. Rogerson
The concept of “turning points” is increasingly applied to understand the evolution of tourism. Using archival research, it is demonstrated that a significant turning point for the evolution of tourism in South Africa occurred in 1964–1965 with the establishment of the Hotel Board and the beginnings of its operations. From 1928 government legislation produced a hotel industry in which most “hotels” were oriented more to liquor selling than the supply of accommodation services. This trajectory of the hotel industry continued into the 1960s. Arguably, the initiation of the Hotel Board was a turning point in the growth and modernization of the hotel sector and for the tourism industry in South Africa. Undertaken at a period of expansion in the domestic and international tourism industry as well as of rising government awareness as to the potential economic (and political) benefits from expanded tourism promotion the activities of the Hotel Board addressed the long standing shortcomings surrounding the quality and standards of provision of accommodation services in South African hotels. It represented a transition in the character of the tourist hotel in South Africa from one that was formerly dominated by liquor to an institution that—going forward—would be mainly concentrated on the provision of hospitality services.
“转折点”的概念越来越多地被用于理解旅游业的演变。利用档案研究,它证明了南非旅游业发展的一个重要转折点发生在1964-1965年,当时酒店董事会成立并开始运作。从1928年开始,政府立法产生了一个酒店业,其中大多数“酒店”更多地面向酒类销售,而不是提供住宿服务。酒店业的这种发展轨迹一直延续到20世纪60年代。可以说,酒店董事会的成立是南非酒店部门和旅游业发展和现代化的一个转折点。酒店理事会的活动是在国内和国际旅游业扩大以及政府日益认识到扩大旅游促进可能带来的经济(和政治)利益的时期进行的,旨在解决南非酒店提供住宿服务的质量和标准方面长期存在的缺点。它代表了南非旅游酒店的特点从以前以酒为主转变为今后将主要集中于提供招待服务的机构。
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引用次数: 4
DID CLOSING BORDERS TO TOURISTS SAVE LIVES? TOURIST ARRIVAL, SELF-PROTECTIVE LEADERSHIP, AND COVID-19 CASUALTIES 对游客关闭边境能拯救生命吗?游客抵达、自我保护领导和新冠肺炎伤亡情况
IF 1.7 Q3 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-01-01 DOI: 10.3727/154427221x16317419620237
M. Robin, Sharif Rasel, G. Prayag, Mesbahuddin Chowdhury
International human mobility has been the driving force of economic growth and policy decisions for the tourism industry. However, the COVID-19 pandemic necessitated policy changes that explicitly limited mobility. Our research sought to examine whether closing borders to international tourists was related to the reduction in the number of COVID-19 fatalities, and the impact of country-level culturally accepted norms towards leadership in the implementation of these policy. This study builds on the call for further research on how tourism destinations plan for and respond to global crises and disasters. We used data from the World Bank and the GLOBE Project to test the direct effect of international tourist arrivals in 2019 on COVID-19 fatalities in 2020 and the moderating role of self-protective leadership on this relationship. Our findings supported our proposition that closing borders to tourists saved lives but self protective leadership is critical. In fact, a key contribution of our study is that attitudes towards leadership play an important role in the effectiveness of policy deployment during times of crisis; in particular, closing the border had a stronger impact in saving lives across countries where self-protective leadership is culturally acceptable and expected. Implications for destination management are also suggested.
国际人口流动一直是旅游业经济增长和决策的推动力。然而,2019冠状病毒病大流行需要改变政策,明确限制流动性。我们的研究旨在研究对国际游客关闭边境是否与COVID-19死亡人数的减少有关,以及国家层面文化上可接受的规范对实施这些政策的领导层的影响。这项研究基于对旅游目的地如何规划和应对全球危机和灾害的进一步研究的呼吁。我们使用世界银行和GLOBE项目的数据来测试2019年国际游客入境对2020年COVID-19死亡人数的直接影响,以及自我保护领导对这一关系的调节作用。我们的研究结果支持了我们的观点,即对游客关闭边境可以挽救生命,但自我保护的领导力至关重要。事实上,我们的研究的一个关键贡献是,对领导的态度在危机时期政策部署的有效性中起着重要作用;特别是,在文化上可以接受和期望自我保护领导的国家,关闭边界对拯救生命产生了更大的影响。本文还提出了对目的地管理的启示。
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引用次数: 0
Mind the Gap: Examining the Gap in International Passenger Expectations and Perceptions of Service Quality in Low-cost Carriers 注意差距:低成本航空公司国际乘客期望和服务质量认知的差距
IF 1.7 Q3 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2021-11-10 DOI: 10.3727/154427221x16317419620219
Jacinta Dsilva, S. Balasubramanian, Cody Morris Paris
Meeting or exceeding passengers' service quality expectations has become a critical factor for lowcost carriers (LCC). Still, only limited efforts have been made to date to investigate the differences (gap) in LCC passengers' expectations and perceptions. A comprehensive 25-item SERVQUAL framework for LCC was first developed through an extensive literature review and insights obtained from exploratory interviews and focus groups with passengers and industry experts. Using survey data of LCC passengers, the validity and reliability of the framework were first established, and then the differences in the expectations and perceptions were understood. The results indicate that none of the service quality attributes of LCCs have met, let alone exceeded, expectations, and the most significant gaps were found for "reliability" and "responsiveness" dimensions. With the growing global demand for budget travel and new LCCs entering the market, the study provides timely insights for LCCs to narrow the expectation–perception gap and achieve competitive advantage.
满足或超过旅客期望的服务质量已成为低成本航空公司(LCC)的关键因素。然而,到目前为止,只有有限的努力来调查低成本航空公司乘客的期望和看法的差异(差距)。通过广泛的文献回顾,以及从探索性访谈和与乘客和行业专家的焦点小组中获得的见解,我们首先制定了一个包含25个项目的LCC综合SERVQUAL框架。利用LCC乘客的调查数据,首先建立框架的效度和信度,然后了解期望和感知的差异。结果表明,低成本航空公司的服务质量属性均未达到预期,更不用说超出预期,其中“可靠性”和“响应性”两个维度的差距最大。随着全球对穷游需求的增长和新的低成本航空公司进入市场,该研究为低成本航空公司缩小预期-感知差距并获得竞争优势提供了及时的见解。
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引用次数: 0
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Tourism Review International
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