Prelims

Half Title Page

Bridging Tourism Theory and Practice

Volume 9

Quality Services and Experiences in Hospitality and Tourism

Series Page

Bridging Tourism Theory and Practice

Series Editors:

Jafar Jafari

Department of Hospitality and Tourism, University of Wisconsin-Stout, Menomonie, WI 54751, USA.

Tel (715) 232 2339; Email: jafari@uwstout.edu

Liping A. Cai

Purdue Tourism and Hospitality Research Center, Purdue University, West Lafayette, Indiana 47907, USA.

Tel (765) 494 8384; Email: liping@purdue.edu

Recognizing the increasing gap between what is researched in academic community and what is practiced in industry, this series aims to bring together academic and industry leaders in their respective fields to discuss, exchange, and debate issues critical to the advancement of tourism. The book series intends to not only create a platform for academics and practitioners to share theories and practices with each other, but more importantly, to serve as a collaborative venue for meaningful synthesis.

Each volume will feature a distinct theme by focusing on a current or upcoming niche or ‘‘hot’’ topic. It shows how theories and practices inform each other; how both have evolved, advanced, and been applied; and how industry best practices have benefited from, and contributed to, theoretical developments. Volume editors have both strong academic credentials and significant consulting or other industry engagement experiences. Chapter contributors will be identified through professional conferences and trade conventions. In general, the book series seeks a synergy of how concepts can inform actions, and vice versa. The book series will inspire a new generation of researchers who can translate academic discoveries to deliverable results valuable to practitioners.

Title Page

Bridging Tourism Theory and Practice

Volume 9

Quality Services and Experiences in Hospitality and Tourism

EDITORS

LIPING A. CAI

Purdue University, USA

POOYA ALAEDINI

University of Tehran, Iran

United Kingdom – North America – Japan – India – Malaysia – China

Copyright Page

Emerald Publishing Limited

Howard House, Wagon Lane, Bingley BD16 1WA, UK

First edition 2018

Copyright © 2018 Emerald Publishing Limited

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No part of this book may be reproduced, stored in a retrieval system, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise without either the prior written permission of the publisher or a licence permitting restricted copying issued in the UK by The Copyright Licensing Agency and in the USA by The Copyright Clearance Center. Any opinions expressed in the chapters are those of the authors. Whilst Emerald makes every effort to ensure the quality and accuracy of its content, Emerald makes no representation implied or otherwise, as to the chapters’ suitability and application and disclaims any warranties, express or implied, to their use.

British Library Cataloguing in Publication Data

A catalogue record for this book is available from the British Library

ISBN: 978-1-78756-384-1 (Print)

ISBN: 978-1-78756-383-4 (Online)

ISBN: 978-1-78756-965-2 (Epub)

ISSN: 2042-1443 (Series)

About the Authors

Pooya Alaedini palaedini@ut.ac.ir is an Associate Professor of Social Planning at the Faculty of Social Sciences, University of Tehran, Iran, where he teaches urban and regional planning, economic development, and tourism studies. He is the coeditor of Economic Welfare and Inequality in Iran: Developments since the Revolution (Palgrave Macmillan, 2016) and coauthor of From Shelter to Regeneration: Slum Upgrading and Housing Policies in I.R. Iran (UDRO, 2014). His earlier publications include monographs in Persian, peer-reviewed articles in English and Persian, and full-length reports produced for international organizations. He holds a PhD in urban planning and policy development from Rutgers University.

Liping A. Cai liping@purdue.edu is a Professor and Director of Purdue Tourism and Hospitality Research Center in the College of Health and Human Sciences, Purdue University, USA. His research portfolio consists of destination image and branding, emerging markets and rural tourism, consumer behaviors, and experiences. He currently directs China Research Programs and studies the intersections among tourism, intercultural learning, and quality of life. He has served on the Tourism Council of the State of Indiana since 2004. He is a Faculty Scholar of Purdue University, life-time achievement awardee of International Society of Travel & Tourism Educators, and 2013–2014 Fellow of American Council of Education.

Antònia Casellas antonia.casellas@uab.cat is an Associate Professor in the Geography Department, Universitat Autònoma de Barcelona, Spain. In the past, she held positions at College of Architecture and Planning at the University of Utah (2006–2007) and Departments of Geography and Government at New Mexico State University (2004–2005). She is the author or coauthor of over 50 publications written in several languages on urban and economic development, cultural and political geography, governance, and tourism. She has academic degrees in philosophy, communications, and city and regional planning and holds a PhD in urban planning and policy development from Rutgers University.

Dordaneh Davari ddavari@purdue.edu is a PhD Student in the School of Hospitality and Tourism Management, Purdue University, USA. Having worked as a Consultant for a number of industries, including hospitality and tourism, she has more than 15 years of prior experience in strategic management and strategic marketing. Her publications include an award-winning book on strategic management authored in Persian and a number of translations (most recently, Michael Cusumano and David Yoffie’s Strategy Rules). She has graduate degrees in engineering and planning as well as a Master of Science in Management Studies from MIT’s Sloan School of Management.

Chloe Downes c.downes@wlv.ac.uk is a Graduate of the Master program in tourism at the University of Wolverhampton, the United Kingdom. She has worked in the event industry since the completion of her degree in 2016. For her thesis, she conducted research on horseracing events and the impact of social media on attracting visitors to them. Her undergraduate degree in tourism management is also from the University of Wolverhampton. Her areas of interest include social media and the use of big data for analyzing events alongside the relationship between the marketing side of events and customer satisfaction.

Kourosh Esfandiar k.esfandiar@ecu.edu.au is a PhD Candidate in the School of Business and Law at Edith Cowan University, Australia. His research interests include entrepreneurship, safety and security, and heritage and sustainability in the context of hospitality and tourism with the focus on the sociopsychological concept of behavior. He has published peer-reviewed papers in Journal of Business Research and the Proceedings of the 28th Annual CAUTHE Conference, Australia. He has written a book titled English for Iranian Tourist Guides, which has been adapted as a textbook in Iranian tourism schools and tourist guide training centers since 2014.

Ruiyu Feng 1473514546@qq.com is an Undergraduate Senior, majoring in tourism and hospitality management in the School of Management of Xiamen University in Xiamen, China. Her professional training includes internships in both the Human Resources Department and Food and Beverage Department in Xiamen Vanilla Garden Hotel, China. Her current research interest is in service marketing and management. She has recently presented a study at the 2016 Annual Conference of the International Society of Travel and Tourism Educators and participated in a project to investigate tea culture and tourism development at Mount Wuyi in Fujian Province, China.

Jon Kepa Gerrikagoitia jkgerrikagoitia@ideko.es is in charge of the information and communication technology (ICT) and automation research group in IK4-Ideko, Spain. His group works to incorporate the latest advances in ICT and data science into manufacturing and business fields within the framework widely known as Industry 4.0. His areas of interest include big data analytics and machine learning, contributing in measurement, modeling, analysis, and visualization. He has worked on revenue management, eMarketing, and eCommerce as well as tourism destination management. He earned his PhD in computer science from Mondragón Unibertsitatea in Spain.

Christophe Guibert christophe.guibert@univ-angers.fr is a Sociologist and a researcher at the University of Angers and at the Espaces et Sociétés Laboratory, France. For the last 15 years, he has worked on the themes of littoral public policies, as well as the social uses of sports, culture, and tourism leisure. He has published several books and numerous scientific articles on these topics. He carries out his research using both qualitative and quantitative methodologies and through fieldworks mainly in China, England, France, and Spain. He is an editorial board member of the multidisciplinary journal Mondes du tourisme.

Shiva Hashemi shhashemi4@gmail.com holds a PhD in tourism business and marketing at the School of Housing, Building, and Planning, Universiti Sains Malaysia in Penang, Malaysia. She received her Master’s in tourism development from the same institute in Malaysia in 2015. Her research interests include tourism business development which further encompass sustainable tourism and social impact assessment, as well as hospitality, convention tourism, and culinary tourism. Her research accomplishments over the past five years are demonstrated in several articles she has authored or coauthored. They have been published in international journals or presented at international conferences.

Bona Kim bona.kim2@msvu.ca is an Assistant Professor in the Department of Business and Tourism and Hospitality Management, Mount Saint Vincent University in Halifax, Canada. She obtained her PhD in hospitality and tourism management from the Hong Kong Polytechnic University. Her research interests include service quality, consumer psychology, tourism experience, and pilgrimage and religious tourism. She received the “Young Scientist Award” at the International Conference of Tourism 2015 in London, UK, and the “2017 International Journal of Contemporary Hospitality Management Literati Awards.” She is a Member of Certified Hospitality Educator awarded by the American Hotel and Lodging Educational Institute.

Shaian Kiumarsi kiumarsi78@gmail.com is a Teaching Fellow at the Graduate School of Business, Universiti Sains Malaysia in Penang, Malaysia, where he recently earned his PhD. His undergraduate degree was in computer software engineering, while he earned his Master’s in business administration, specializing in service science and management. He has several years of work experience in education as well as in industry. His research interests include business IT, service innovation, marketing, energy, and tourism. He is presently conducting research in the field of innovation-business information technology. He has several journal articles and conference presentations to his record.

Xinran Y. Lehto xinran@purdue.edu is a Professor in the School of Hospitality and Tourism Management, Purdue University, USA. Prior to her academic appointments, she spent six years working in the tourism industry as a marketing executive. Her research addresses how destinations can effectively market experience-based vacation products to unique segments such as family. Much of her work is concerned with developing an understanding of how tourists interact with a destination through leisure and hospitality experiences; what their motivations and images are; and what personal, interpersonal, and cultural factors contribute to their destination satisfaction.

Anyu Liu anyu.liu@surrey.ac.uk is a Lecturer in Hospitality at the University of Surrey, the United Kingdom. He obtained his PhD degree from the Hong Kong Polytechnic University in 2016 and continued there as a postdoc fellow before the current appointment. His research interests related to tourism include demand modeling and forecasting, impact analysis, the development of satellite account, and tourist satisfaction index. He has been involved in more than 10 consultancy projects funded by the Pacific Asia Tourism Association, Guangdong Tourism Administration of China, Hong Kong Disneyland, and Shanghai Disneyland. He is also the co-investigator of two grants funded by the National Nature Science Foundation of China.

Azizan Marzuki chik72@usm.my is an Associate Professor in the Department of Urban and Regional Planning, School of Housing, Building, and Planning, Universiti Sains Malaysia in Penang, Malaysia. His areas of research include urban and regional planning, community participation in the decision-making process, convention tourism, hospitality, carrying capacity, and social impact assessment. His articles have appeared in Tourism Management, Asia Pacific Journal of Tourism Research, Journal of Sustainable Tourism, Anatolia, Journal of Vacation Marketing, Tourism Analysis, Tourism Planning and Development, Journal of Tourism, and Journal of Place Management and Development. He earned his PhD from Flinders University, Australia.

Gianna Moscardo gianna.moscardo@jcu.edu.au is a Professor in the College of Business, Law and Governance at James Cook University (JCU), Australia. Before joining JCU as an academic in 2002, she worked for the Cooperative Research Centre for the Great Barrier Reef, exploring aspects of tourism and sustainability in this world heritage listed area. Her research interests related to tourism include evaluating sustainable development strategy, understanding behavior and experiences, effectiveness of interpretation, and the role of stories in experiences. She is the current Chair of BEST EN, an international organization committed to the creation and dissemination of knowledge to support sustainable tourism education, research, and practice.

S. Fatemeh Mostafavi Shirazi fatemeh.mostafavi@ltu.se is a Senior Lecturer at the Industrial Marketing Department of Lulea University of Technology, Sweden. Prior to this appointment, she was an Assistant Professor at the KTO Karatay University in Turkey. She has further academic experiences as a lecturer at public and private universities in Iran and as a visiting scholar in other countries. Her research focuses on tourism business and marketing, including relationship marketing and customer relationship management. Her articles have appeared in International Journal of Management and Marketing, Journal of Relationship Marketing, and Journal of Global Management. She gained her PhD in tourism business and marketing from Universiti Sains Malaysia.

Adel Nikjoo a.nikjoo@shandiz.ac.ir is a Lecturer in Tourism Studies at the Shandiz Institute of Higher Education in Mashhad, Iran. He teaches courses on leisure industry, tourist behavior, and tourism economics. He is also affiliated with the ACECR Institute for Tourism Research, also located in Mashhad. In the past, he has been involved in a number of funded research projects, especially concerning sociology of tourism. He holds a Master’s degree in tourism planning from Sheikh Bahaei University of Isfahan, Iran. His areas of interest include tourist behavior, tourist motivation, social media, residents’ attitudes toward tourism, well-being, and destination image.

Bill Ryan b.ryan@okstate.edu is a Professor and Director Emeritus at the School of Hotel and Restaurant Administration, Oklahoma State University in Stillwater, USA. His research interests include management and hospitality education. He has received four best research paper awards and is a two-time recipient of the Oklahoma State University Regents Distinguished Teaching Award. He has over 15 years of leadership experience in the hospitality industry and has served on the board of directors for restaurants, hotels, and other professional associations. He works with industry leaders to craft and implement public policy and integrate educational programs into the hospitality profession.

Roya Rahimi roya.rahimi@wlv.ac.uk is a Reader in Tourism, Hospitality, and Event Management at the University of Wolverhampton, United Kingdom. She has published number of papers in top-tier journals and more than 15 book chapters. Her research interests are innovation, big data, customer relationship management, organizational culture, gender equality, and higher education in tourism. She sits on the editorial board of number of leading journals in her field and also acts as the Reviewer. Her paper won the Valene L. Smith Prize at the International Conference on Service Quality in Hospitality and Tourism in 2016. In 2018 two of her papers won the most outstanding paper awards by Emerald Literati Award. In 2017 and 2018 she has been nominated and shortlisted for Vice-Chancellor award at the University of Wolverhampton for her outstanding contribution to research.

Peter Robinson p.robinson@wlv.ac.uk is Principal Lecturer and Head of Department for Marketing, Innovation, Leisure, and Enterprise at the University of Wolverhampton, the United Kingdom. He is also a Trustee of the Carpet Museum in Kidderminster and Elvaston Castle and Gardens Trust. His research explores photography, nostalgia, authenticity, urban exploration, and visitor experiences. He has published widely through trade publications, academic journals, and a number of edited and coauthored books. He has also worked as a business development consultant (mainly within the leisure sector) with a number of high-profile clients across the United Kingdom.

Grant Saff grant.saff@hofstra.edu is Professor and Chair of the Department of Global Studies and Geography at Hofstra University, New York, USA. His publications and research have focused on urban and suburban development, particularly issues related to urban desegregation and residential exclusion. He has been a visiting faculty member at the Universitat Autònoma de Barcelona, the National Institute for South China Sea Studies, and the University of Cape Town. He has also worked at the Development Bank of Southern Africa. He holds a PhD in urban planning and policy development from Rutgers University.

Ainhoa Serna aserna@mondragon.edu is a Lecturer at Mondragon Unibertsitatea, Spain, and has directed the university’s tourism and mobility research area since 2010. Her research interests are related to web engineering, natural language processing, and data science, as well as semantic web with a strong industry orientation. She has led research teams from the university together with the Cooperative Research Center in Tourism (CICtourGUNE) on projects to develop tourism agenda in collaboration with the Basque Network of Science, Technology, and Innovation. She earned her PhD in computer science from Mondragon Unibertsitatea.

Siamak Seyfi siamak.seyfi@malix.uni-paris1.fr is a PhD Candidate in the Department of Geography at the Research Lab of Interdisciplinary Research Group for Tourism Studies, University of Pantheon-Sorbonne, France. He has focused on the relationship between power and the environment in his dissertation. He holds a Master’s degree in tourism and sustainable regional development from Montpellier III University in France. His research interests are sustainable tourism, community development, resident attitudes, and social innovation in tourism. He is particularly interested in probing tourism from a political ecology perspective using qualitative and mixed methods. He is currently coediting a book on tourism challenges in Iran.

Narges Shojaie narges.shojaie@gmail.com is a PhD Student in cultural policy at Kharazmi University, Iran. She is also affiliated with the University of Tehran’s Center for Tourism Research. She holds a Master’s degree in tourism planning from the University of Tehran and a Bachelor degree in tourism management from Allameh Tabataba’i University in Tehran. Her work experience includes 10 years of consulting in the tourism and hospitality sector. She is a member of the Technical Committee for Standardization of Tourism and Related Services-ISIRI/TC 22 in Iran. Her research interests include cultural policy, cultural tourism, sustainability, tourism, and service standards.

Tahir Sufi tahir.sufi@gmail.com is a Professor and Head of Department at the School of Hotel Management, Graphic Era Deemed to be University, Dehradun, India. He holds a PhD in business administration from IKG Punjab Technical University in India and a Master’s degree in hospitality management from Sheffield Hallam University in the United Kingdom. He has significant experience in hotel operations with leading brands such as Le Meridian, Hilton, Best Western, and ISTA Hotels. He also directed several hotel management schools in India over a 10-year period. His research interests include hotel classification systems, strategic management, and sustainability in the hospitality industry.

Mohamad Sharifi-Tehrani msharifit@chmail.ir is a PhD Candidate in Business Management, University of Isfahan, Iran. His research is oriented toward quantitative methodologies, e-consumer behavior, pricing, safety and security, entrepreneurship, and market analysis issues in the field of tourism. He has published peer-reviewed articles in top-ranked international journals, including Annals of Tourism Research and Journal of Business Research. His research papers have been presented at both international and regional conferences. He has also advised and conducted projects for international and domestic organizations or businesses. With a BA in museum curatorship and MA in tourism management, he enjoys teaching courses related to these subjects.

Amelia Tomašević PhD, amelia.tomasevic13@gmail.com is a Full Professor at Vern University of Applied Sciences, Croatia. She also lectures at several universities in Croatia and abroad. Her area of expertise is service quality and she has worked as a consultant for the hotel industry in a number of destinations. Her publications include manuals and journal articles focusing on service quality in hotels and destinations as well as convention management. She is the recipient of several awards and recognitions from international institutions, industry associations, and the Croatian government.

Saerom Wang wang2379@purdue.edu is a PhD Candidate in the School of Hospitality and Tourism Management, Purdue University, USA. Her research addresses the management of post-trip experiences of tourists and how they interact with a destination through food and social media. Her research interests include consumer behavior and marketing, particularly regarding food, tourist, and social media. She is especially interested in the utilization of food as a destination marketing medium and how food-related experience could benefit tourists’ well-being. Her recent work dissects the psychological processes behind tourists’ indigenous food consumptions and their outcomes in relation to eudaimonic well-being.

Yao-Chin Wang ycwang@uark.edu is an Assistant Professor in the School of Human Environmental Sciences at University of Arkansas in Fayetteville, USA. His research interests include strategic brand management, festival and event management, and tourist psychology. His research papers are published in Tourism Management, International Journal of Contemporary Hospitality Management, and Journal of Hospitality and Tourism Education. He is a recipient of best paper awards at the 2015 Graduate Conference in Hospitality and Tourism and the 2017 I-CHRIE annual conference, as well as the 2016 highly commended paper award by the International Journal of Contemporary Hospitality Management.

Yunzi (YaaYaa) Zhang yunzi.zhang@marianas.edu is an Assistant Professor of Hospitality Management at the School of Business of the Northern Marianas College in Saipan, USA. YaaYaa obtained her PhD from the School of Hospitality and Tourism Management of Purdue University in 2017. She studies new consumers in the global travel marketplace and has developed expertise in host–guest relationship at tourism communities. She is also interested in marine tourism in the Micronesia. She is the lead-author of a best paper award at the 2016 Annual Conference of International Travel & Tourism Educators. Her current research examines tourist experiences in the Asia-Pacific region, with a focus on the Chinese outbound market.

Lingxu Zhou lingxu.zhou@zuel.edu.cn is a Lecturer at the Department of Tourism Management, School of Business Administration, Zhongnan University of Economics and Law, Wuhan, China. She has published research articles on the topics of tourism development, destination management, and cross-cultural tourist experiences. She has also been involved in tourism consultancy projects in Central China. Her current research interests related to tourism are mobility and development in less developed areas. She has a PhD in tourism management from the Hong Kong Polytechnic University, Hong Kong SAR, China, and an MA in tourism policy and planning from the University of Waterloo, Canada.