Index
Quality Services and Experiences in Hospitality and Tourism
ISBN: 978-1-78756-384-1, eISBN: 978-1-78756-383-4
ISSN: 2042-1443
Publication date: 12 October 2018
This content is currently only available as a PDF
Citation
(2018), "Index", Quality Services and Experiences in Hospitality and Tourism (Bridging Tourism Theory and Practice, Vol. 9), Emerald Publishing Limited, Leeds, pp. 307-314. https://doi.org/10.1108/S2042-144320180000009018
Publisher
:Emerald Publishing Limited
Copyright © 2018 Emerald Publishing Limited
INDEX
Absorption
, 77
Accessibility
, 240
Advertising sources
, 123
Agency
, 153
Airlines
, 61
Altruism
, 103
American Health Public Association
, 150
Antecedents of emotions
, 154–155, 156
cognitive appraisal as
, 152–154
Anticipation interaction phase
, 117
Arousal
, 154–155
Asia, luxury brands in
, 196–197
Assurance dimension
, 225–226
Atmospheric factors
, 158
Attitude
, 44, 158, 171
Authenticity
, 103–104
Barcelona, hotel business in
, 215–216
Bebo
, 110
Behavioral intentions
, 170, 171
“Big data”
, 216
Bipolar dimensions
, 152
Branding strategy
, 16
Burj Al Arab hotel in Dubai
, 242
Business excursion
, 184–185
Business tourists
, 182, 183
conceptual framework
, 190–191
service experiences
, 186–188, 188–190
Certainty
, 153–154
Cheltenham festival
, 126
Childhood memories, structuring
, 140–142
China’s outbound, multigenerational experiences of
, 76–89
Chinese family trips
, 88–89
Chinese tourists
, 79
Classic SERVQUAL model
, 5
Co-creation
of experiences
, 4, 125
process
, 94
Cognitive appraisal
as antecedents of emotions
, 152–154
theory
, 152
Cognitive orientation
, 104
Composite tastes
, 144–146
Compound pricing
, 221
Comprehensive storytelling framework
, 97–101
Conference attendance
, 168
Conference quality
, 168–170, 172
meeting sector in
, 168
as perceived by attendees in Malaysia
, 166–167
value and intention
, 168–170
Confrontation
, 136
Conservation attitudes
, 247
Consumers
, 44, 125
factors
, 207
storytelling theory
, 95
Convention quality
, 169
Convention tourism
, 165–166
Conventional hotel classification systems
, 5–6
Corporate-wide quality management systems
, 242
Cross-cultural perspective
, 60
Crystalware, silverware, and chinaware
, 205
Cultural difference
, 62
impact
, 61
Cultural/culture
, 68–69, 86
distance
, 63
factors
, 76
Culture and service quality
, 59
impact of cultural difference
, 61–73
Customer
behavioral loyalty
, 190
behaviors
, 123
expectations
, 62, 246
loyalty
, 53
perspective
, 60
satisfaction
, 10, 11
Destination
, 11–13, 16
service quality
, 42
strategic marketing approach
, 14
Destination perceived risk
, 43
Developing countries in tourism education
, 30
Digital revolution
, 10
Dining-away-from-home (DAFH experiences)
, 151
arousal and other antecedents of emotions
, 154–155
cognitive appraisal as antecedents of emotions
, 152–154
conceptualization of emotional outcomes
, 155–160
emotions and
, 151–152
Dispositional factors of plural tourist
, 135–136
family history of individuals
, 136–146
Domestic socialization process
, 141–142
Education(al)
, 79
experience
, 77
system
, 31
traditional method
, 29
Electronic tourism experiences (eTE)
, 110
four propositions about
, 115–118
model
, 115
through SNSs
, 112–115
Elegant, exceptional, and exclusive characteristics (3E characteristics)
, 197–198
Emotional outcomes of DAFH experiences, conceptualization of
, 155–160
Emotional/emotions
, 150
and DAFH experiences
, 151–160
value
, 183–184, 186
well-being
, 150
Empathy dimension
, 226
Energy content in food
, 158
Entertainment
, 79
Escapism
, 79
Esthetics
, 79
experience
, 77
Ethical and sustainability dimensions
, 105–106
European Hospitality Quality
, 243
European quality management systems
, 242
Event concept
, 122
Expectancy–disconfirmation theory
, 61
Expectation
, 117
Expectation–performance gap (EPG)
, 60–73
Expectations and perceived performance
, 62
gap between
, 60, 61
match between
, 72
Expedia
, 80, 240
Experience
and experience economy
, 77–80
opportunity design principles
, 101–105
Experience opportunity design (EOD)
, 94, 95, 97, 101–102, 105, 107
Facebook
, 110, 113, 124
Fairness
, 153–154
Family
tourism
, 76
tourists
, 76, 85
trips
, 82
Fashion designers
, 202–203
Federation of Hotel and Restaurant Association of India
, 231–232
Festival fans
, 122
Focus Group findings
, 36–39
Food and beverage
, 206–207
Food neophobia concept
, 158–159
4-star hotels
, 222, 223
“Freeling” program
, 219
Friendly socializations and influences
, 143–144
Functional theory
, 169
Functionality
, 88–89
“Fundamental get” element
, 170–171
“Gap” study
, 126
GastroSuisse
, 233
Global community impacts
, 10
Global meeting sector, rankings of
, 167
Google +
, 110
Gratitude
, 184, 189
Guided tour
, 102
Heightening tourism experiences with quality services
, 245–248
Heroism
, 103
High level of loyalty
, 48, 55
High level of service
, 61
Hofstede national cultural dimensions
, 62
Hong Kong economy
, 60
Hong Kong Tourism Board (HKTB)
, 64
Horse racing
, 122
events
, 126
social media building relationships with customers
, 123–130
Hospitable employees
, 182
Hospitality
business
, 189
education
, 29
Hotels
, 229
architects
, 241
chains
, 242
characteristics of five hotel classification systems
, 234
critical areas of hotel evaluation
, 236
findings of critical areas
, 235–243
guest room score
, 232
hotel rating framework
, 230
investigation in China
, 235
policies of hotel classification systems
, 237–238
services and facilities
, 242
tourism sectors
, 61
see also Luxury hotels
Hotelstars Union
, 233, 240
classification system
, 231
system of hotel classification
, 243
Human resources
, 29, 33, 235
Indian hotel classification system
, 231, 233
Industry practitioners
, 33, 36–38, 61
Information search
, 111
Informed tourists
, 114
Infrastructure
, 13, 18, 20, 21, 38, 88, 167, 210, 235, 241, 243, 247
Instagram
, 124
Intangible assets of luxury
, 207–209
Intellectual property
, 200
Intention-based models
, 171
Interior decorators
, 241
International tourist
, 10
Internet
, 10, 248
for information
, 111
Internet-and mobile-based channels and tools
, 124
Iran, teaching tourism service quality in
Mashhad case
, 29–39
tourism industry
, 28–29
Isfahan Conference (2016)
, 2
ISO 9000 quality system
, 242, 243
Jahad Daneshgahi system
, 35
James-Lange theory
, 154
Joint Comprehensive Plan of Action
, 17
“King of hoteliers and hotelier for kings”
, 198
Legal compliances
, 231
Leisure purposes
, 14, 18, 22, 182, 187
“Leisure pursuit”
, 76
Low neophobic tourists
, 159
Low service quality
, 54
Luxury classification
, 199–200
Luxury hotels
, 197, 246
architecture and surroundings
, 200–201
business
, 183–191
crystalware, silverware, and chinaware
, 205
food and beverage
, 206–207
intangible assets of luxury
, 207–209
interior design, furnishing, and amenities
, 201–203
linen, tablecloth, towels, and uniforms
, 205–206
performance (2013)
, 199
tangible assets of luxury
, 200
technology and equipment
, 203–205
value of leading luxury brands worldwide (2016)
, 196
Magnetic Island (MI)
, 96
Market segmentation
, 12
Market-oriented approach
, 11, 14
Marketers
, 61
Marketing
approaches
, 10
managers
, 126
Mashhad
, 29, 46, 48, 51
domestic pilgrims
, 42–43
Focus Group findings
, 36–39
lack of motivation
, 30–31
tourism and hospitality education
, 31–35
tourism education
, 29–30
Medical tourism
, 20–21
Ministry of Tourism of India
, 231
Mixed-method approach
, 126
Motivation
, 13
Motivational factors
, 13
Multigenerational experiences of China’s outbound
, 76
experience economy
, 77–80
five experiential dimensions
, 81–86
framework of multigenerational experiences
, 86–89
Multiple and cumulative influences
, 142–144
MySpace
, 110
Natural language processing techniques
, 217–219
Novelty
, 13, 153, 154, 158, 160
Nowruz
, 18
Objective opportunities
, 138, 144
One-way web communication
, 123
Online blogs
, 79
Online guest ratings
, 240
Online travel agents (OTAs)
, 230, 241
Onsite activity interaction phase
, 117
Opportunities
, 144–146
Perceived service quality dimensions and indicators
, 220
Perceived value
, 5, 168–170, 179–180, 183, 186, 188, 192, 246
Persian civilization
, 18–19
Persian hospitality
, 19, 20
Photography component
, 83
Physical orientation
, 104
Physiological arousal
, 154
Physiological reactions
, 154, 159–161
Physiological responses
, 154
Pilgrims
, 55
domestic
, 42–43
Iranian pilgrims’ perceptions
, 43
low levels of security
, 42
traffic flow
, 46
Plural socialization
, 138
Plural tourist, dispositional factors of. See Dispositional factors of plural tourist
Potential action plans
, 14
Potential respondents
, 46
Premier chains
, 242
Price premium
, 182–184, 190, 191
Psychological purposes
, 14, 18–19
Purposes of visit
, 13–16
Quality
, 28
accommodation
, 230
management systems
, 242
services
, 221–222
virtual experience
, 112–113, 116
see also Service quality
Quality experience as demand
strategic marketing approach based on purpose of visit
, 11–23
tourists
, 10–11
Quality experiences of China’s family tourists in United States
, 76
multigenerational experiences of China’s outbound
, 76–89
Quality virtual experience
, 112–113
Qyer.com
, 80–81
Real/objective insecurity
, 54
Recollection interaction phase
, 117
Regulatory systems
, 247–248
Reinterpretation
, 118
Relationship marketing
, 123
Relaxation
, 85–86
Reliability
, 219
dimension
, 224–225, 227
Religious pilgrimage
, 16, 21, 23
Religious tourists
, 43
Responsiveness
dimension
, 226
to purposes of visit
, 13–16
Restaurants
, 2, 61, 64, 68, 73, 150, 186, 195, 202, 206–209
Return travel interaction phase
, 117
Risk perceptions
, 42, 44, 55
Road trips
, 83
Royal Ascot
, 126
Safety
, 42–44, 90, 185, 190, 207, 208, 235, 239
Satiation
, 159
Satisfaction
, 117
Schumpeterian creative destruction
, 248
Security
, 42, 43, 235, 239
perception
, 48
Self-reported Persian questionnaires
, 46
Service
employee factors
, 207
experiences
, 186–188, 188–190
management
, 61
recovery
, 183, 187
service-oriented industry
, 61
surprise
, 183
sweetness
, 183, 188
Service quality
, 1–2, 10, 11, 28, 76
conventional hotel classification systems
, 5–6
evaluation
, 241
of experiences
, 3–4
exploring service quality through UGC
, 214–226
Isfahan Conference
, 2–3
see also Quality
SERVPERF model
, 216
SERVQUAL model
, 1
dimensions
, 216
model
, 218
Six Sigma
, 242
Ski areas
, 61
Skills
, 28
Small-and medium-sized enterprises (SMEs)
, 28
Smart investment
, 18
SmartPLS
, 49
Social agreement
, 79, 81–82
Social media
, 114, 115
audiences
, 95
building relationships with customers
, 123
sites
, 110
Social network sites (SNSs)
, 109, 111
eTE through
, 112–115
four propositions about
, 115–118
multimedia features
, 112
Social psychologists
, 188–189
Social purposes
, 14, 15, 19–20
Socialization processes
, 134
experiences
, 139–140
Sociological analysis
, 4
Spanish hotel sector
, 242
“Sport of kings”
, 122
Staff attributes
, 224
Stimulating exchanges
, 124
Stimulus-Response theory (S-R theory)
, 151, 155, 160
Stone–Geisser’s Q
2
, 50
Storsjöyran festival managers in Scandinavia
, 124
Story-pacing
, 103
Storytelling
, 95
Strategic action plan
, 3
Strategic market-oriented approach
, 16
Strategic marketing approach based on purpose of visit
, 10, 11
application to of Iran case
, 17
customer satisfaction
, 11–12
destination
, 12–13
leisure purposes
, 18
psychological purposes
, 18–19
responsiveness to purposes of visit
, 13–16
social purposes
, 19–20
special purposes
, 20–23
Subordinate level
, 151
Superordinate level
, 151
Sustainability
, 96–97, 239, 246
dimensions
, 105–106
SWOT analysis
, 12, 21
“Synsets”
, 219, 221
Taarof
, 19
Tangibility
, 88–89
tangible assets of luxury
, 200
tangibles dimension
, 223–224
Taste quality
, 158
Teaching tourism service quality in Iran
Mashhad case
, 29–39
tourism industry
, 28–29
“Telepresence”
, 113
Text-mining analysis techniques
, 218
Theory of planned behavior (TPB)
, 171–172
Theory of Reasoned Action (TRA)
, 171
Total quality management (TQM)
, 209, 242
Tourism
, 10–12, 18, 29, 42, 60–62, 76, 94, 144–145
activities
, 134
education
, 28, 29–39
experiences
, 77, 112, 117, 138
higher education
, 29, 30
and hospitality education
, 31–35
industry sector
, 60
information search
, 111
potentials
, 17
Tourist experience design
case study destination
, 96–97
comprehensive storytelling framework
, 97–101
ethical and sustainability dimensions
, 105–106
experience opportunity design principles
, 101–105
story dimensions and research coverage
, 107
tourist experiences stories
, 94
Tourists
, 14–15, 99–100, 112, 114, 144, 146, 157–158, 160, 247
in adulthood
, 141
behaviors
, 109
expectations
, 73
satisfaction index of Hong Kong
, 64
segments
, 3
stories for MI
, 97
tourist–destination relation
, 76
Tourist–service provider
, 76
Tourist–tourist relation
, 76
Traditional media
, 123
Translation–back–translation technique
, 47
Travel
motivation factors
, 13
to site interaction phase
, 117
tracking study
, 10
Travel and Tourism Competitiveness Report
, 17, 44
Travelability dimension
, 79
Tremont
, 198
Trip blogs
, 80
TripAdvisor
, 5, 116, 230, 232, 240
quality attributes
, 218
ratings
, 241
Twitter
, 110, 124
Two-way communication
, 123
United Kingdom, horse racing in
, 122
User-generated content (UGC)
, 216, 225
exploring service quality through
, 214–226
Value–attitude–behavior model
, 5, 183–184, 188–189
service experience effects
, 191
Victim of violent/nonviolent crimes in destination
, 51
Victimization experience
, 51
Virtual experience
, 4, 113
quality
, 112–113
Virtual platforms
, 240
Virtual tourism experience. See Electronic tourism experiences (eTE)
VisitEngland
, 233
Web 2.0 world
, 122
Web-based services
, 110–111
Web-based virtual tours
, 113–114
Well-being of individuals
, 150
West Midlands, sport club in
, 126
Western cultural groups
, 71
WordNet
, 219, 221
Work-based experiences
, 30
World Heritage List
, 17
World Luxury Index
, 197–198
World Travel and Tourism Council (WTTC)
, 17
YouTube
, 113, 124
- Prelims
- Introduction: Integrating Experiences in the Study of Service Quality
- Part I Destinations in Iran, Hong Kong, and the United States
- Chapter 1 Targeting Purpose of Visit: Quality Experience as Demanded
- Chapter 2 Teaching Tourism Service Quality in Iran
- Chapter 3 Risk Perception and Tourism Experiences among Pilgrims
- Chapter 4 Culture and Service Quality: Case of Hong Kong
- Chapter 5 Quality Experiences of China’s Family Tourists in the United States
- Part II Tourists at the Core
- Chapter 6 Tourist Experience Design: A Storytelling Framework
- Chapter 7 Social Network Sites and Virtual Tourism Experience
- Chapter 8 Horse Racing Event Experience and Social Media
- Chapter 9 Experiences of the Plural Tourist: A French Sociology Perspective
- Chapter 10 Emotional Outcomes of Dining-Away-From-Home Experiences
- Part III Hotels, Conferences, and Big Data
- Chapter 11 Perceived Conference Quality: Evidence from Malaysia
- Chapter 12 Service Experiences at Luxury Hotels: Business Tourists’ Perspectives
- Chapter 13 Luxury Hotels: Concept and New Trends
- Chapter 14 Big Data and Service Quality: Barcelona’s Hospitality and Tourism Industry
- Chapter 15 A Hotel Classification Framework for Quality Service
- Conclusion: Heightening Tourism Experiences with Quality Services
- References
- Index