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Article
Publication date: 2 October 2021

Lujun Su, Jin Cheng and Scott Swanson

In an adventure tourism context (i.e. sky diving, bungee jumping) the effect of the absence or presence of a travel companion; companion relative ability (i.e. perception of a…

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Abstract

Purpose

In an adventure tourism context (i.e. sky diving, bungee jumping) the effect of the absence or presence of a travel companion; companion relative ability (i.e. perception of a companion’s possessed resources useful for the achievement of travel goals); and tourist gender on the impact of companion relative ability on tourists’ satisfaction and subjective well-being is examined. This paper aims to investigate the mediating role of satisfaction that combines companion relative ability, tourist gender, tourist satisfaction and subjective well-being.

Design/methodology/approach

This research uses three situational experiments. A one-factor between-subjects experimental design was used for Study 1. Studies 2 and 3 used a one-factor between-subjects and a 2 × 3 factorial between-subjects design. Participants included tourists visiting a national park in China assigned to scenarios using an anonymous intercept approach and an online survey.

Findings

Having a companion with greater/comparable relative ability produces a greater effect on tourist satisfaction and subjective well-being than having a companion with lower relative ability. Furthermore, the perceived relative ability of a travel companion results in a stronger positive effect on tourist satisfaction and subjective well-being for female tourists. Meanwhile, satisfaction fully mediates the impact of the interaction between companion relative ability and tourist gender on subjective well-being.

Originality/value

The current research validates the companion effect on adventure tourists’ satisfaction and subjective well-being. An additional contribution is an investigation into the effect of companion relative ability. The study is the only one the authors are aware of that examines the moderating role of tourist gender on the effect of companion relative ability on tourist satisfaction and subjective well-being and identifies the mechanism that combines companion relative ability, tourist gender, tourist satisfaction and subjective well-being.

同伴效应对冒险旅游者满意度与主观幸福感的影响:性别的调节作用

目标

本研究探讨了在冒险旅游情境下, 有旅游同伴和感知同伴相对能力对旅游者满意度和主观幸福感的影响。

方法

研究1采用了单因子组间设计。研究2采用了一个单因子组间设计和一个2×3双因子组间设计。

结果

与拥有一个相对能力较低的同伴相比, 拥有一个相对能力较高/相等的同伴对旅游满意度和主观幸福感的影响更大。此外, 旅游同伴相对能力感知对女性旅游者的满意度和主观幸福感有较强的正向影响。同时, 满意度完全中介同伴相对能力与旅游者性别之间的交互效应对主观幸福感的影响。

创新性

本研究验证了同伴效应对冒险旅游者满意度和主观幸福感的影响。另一个贡献是对同伴相对能力影响的研究。本研究是我们唯一所知:1)检验旅游者性别在同伴相对能力对旅游者满意度和主观幸福感影响中的调节作用; 2)考察联结了同伴相对能力、旅游者性别、旅游者满意度和主观幸福感的机制。

El efecto Peer de la satisfacción y el bienestar subjetivo de los turistas de aventura: el efecto moderador del género

Propósito

Este estudio investigó la influencia de la capacidad relativa de los pares y la percepción de los pares en la satisfacción de los turistas y el bienestar subjetivo en el contexto del Turismo de aventura.

Diseño / metodología / metodología

En el estudio 1 se utilizó un diseño experimental de un solo factor entre sujetos.El estudio 2 utilizó un diseño factorial único entre sujetos y 2 □ 3 entre sujetos.

Conclusiones

En comparación con los pares con menor capacidad relativa, los pares con mayor capacidad relativa tienen un mayor impacto en la satisfacción de los turistas y el bienestar subjetivo.Además, la capacidad relativa percibida de las mujeres turistas hacia sus pares tiene un fuerte efecto positivo en la satisfacción de los turistas y el bienestar subjetivo.Al mismo tiempo, la satisfacción mediaba plenamente la influencia de la interacción entre la capacidad relativa de los pares y el género de los turistas en el bienestar subjetivo.

Originalidad

Este estudio verificó la influencia del efecto Peer en la satisfacción y el bienestar subjetivo de los turistas de aventura.Otra contribución es el estudio de los efectos de la competencia relativa entre pares.Este estudio es el único que conocemos: 1) investigar el efecto moderador del género de los turistas en la capacidad relativa de los pares sobre la satisfacción de los turistas y el bienestar subjetivo; 2) determinar el mecanismo de combinación de la capacidad relativa de los pares, el género de los turistas, la satisfacción de los turistas y El bienestar subjetivo.

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Article
Publication date: 22 October 2021

Kuei-Feng Chang, Maxwell Hsu and Scott Swanson

This paper aims to facilitate positioning strategy formation by decoding the relationship between consumers’ desired values, service attributes and expected consequences.

179

Abstract

Purpose

This paper aims to facilitate positioning strategy formation by decoding the relationship between consumers’ desired values, service attributes and expected consequences.

Design/methodology/approach

Key informant depth interviews are followed by a questionnaire of self-cause-and-effect assessments. Total interpretive structural modeling (TISM) is used to identify hierarchical structures via pair-wise preference comparisons. The analytic network process (ANP) is used to compute relative weights to evaluate the overall image of identified alternatives. The feedback feature in the ANP is enabled to obtain objective assessments.

Findings

With the help of both TISM and ANP techniques, the hierarchical and interactive relationships among consumers’ desired values, expected consequences and service attributes are revealed in the context of international airline services.

Research limitations/implications

The approach presented can help organizations to identify which attributes influence consumer evaluations of a company/brand; obtain the hierarchical and interactive relationships among service attributes, expected consequences and desired values; assess consumer preferences toward identified service attributes; and obtain an objective assessment of the competitive landscape, which can facilitate the development of effective positioning strategies and associated tactics.

Practical implications

Organizations adopting the methods presented in this study can have a better understanding of the consumer value chain and deliver better customer experiences.

Originality/value

The current study provides an innovative application of the TISM in conjunction with a feedback-enabled ANP technique to address brand positioning challenges. Future studies may consider adopting the TISM-ANP method as a foundation whenever one attempts to explore the values-consequences-attributes hierarchy.

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Article
Publication date: 11 December 2017

Lujun Su, Scott R. Swanson, Maxwell Hsu and Xiaohong Chen

This study aims to examine consumption emotions and customer–company identification as mediating variables to explore the association of perceived corporate social responsibility…

3744

Abstract

Purpose

This study aims to examine consumption emotions and customer–company identification as mediating variables to explore the association of perceived corporate social responsibility (CSR) on green consumer behavior in a hospitality–lodging context.

Design/methodology/approach

Using a stimulus–organism–response framework, an integrated model is developed. The hypothesized relationships of the research model are tested using the structural equation modeling technique. Data were gathered from hotel guests at a UNESCO World Heritage Site in China.

Findings

Perceived CSR directly affects positive emotions, negative emotions and customer–company identification. Positive emotions significantly influence customer–company identification. Positive emotions and customer–company identification partially mediate the relationship between perceived CSR and green consumer behavior. Hotel type was not found to be a moderating factor.

Research limitations/implications

Perceived CSR can act to influence consumers’ behaviors more broadly via an increased likelihood of engaging in green consumer behavior. Implementing CSR strategies at the company level may provide additional benefits to society as a whole. The proposed relationships need to be replicated in other service organizations, segments and cultures to better assess the generalizability of the findings.

Originality/value

This study investigates the association between consumption emotions and customer–company identification, which has been missing in the tourism/hospitality literature. This study also extends previous CSR literature by examining the potential moderating role of hospitality type.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 12
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 29 July 2014

François-Xavier DeVaujany, Sabine Carton, Nathalie Mitev and Cécile Romeyer

This paper investigates how Information Systems (IS) researchers apply institutional theoretical frameworks. The purpose of this paper is to explore the operationalization of…

962

Abstract

Purpose

This paper investigates how Information Systems (IS) researchers apply institutional theoretical frameworks. The purpose of this paper is to explore the operationalization of meta-theoretical frameworks for empirical research which can often present difficulties in IS research. The authors include theoretical, methodological and empirical aspects to explore modalities of use and suggest further avenues.

Design/methodology/approach

After an overview of institutional concepts, the authors carry out a thematic analysis of journal papers on IS and institutional frameworks indexed in EBSCO and ABI databases from 1999 to 2009. This consists of descriptive, thematic coding and cluster analysis of this textual database, this combined qualitative and quantitative method offers a unique way of analyzing how operationalization is carried out.

Findings

The findings suggest three groups of publications which represent different methodological approaches and empirical foci: “descriptive exploratory approaches,” “generalizing approaches,” and “sociological approaches.” The authors suggest that these three groups represent possible patterns of the use of “meta” social theories in IS research, reflecting a search for disciplinary legitimacy. This helps us analyze papers according to how they use and apply theories. The authors identify the “organizing vision” and the regulatory approach as two institutionalist “intermediary” concepts developed by IS researchers. Furthermore, the authors find that institutional theoretical frameworks have been used in “direct,” “intermediary” or “combined” conceptualizations. The authors also confirm the dynamism of the IS institutional research stream, as evidenced by the increase in number of articles between 1999 and 2009, and identify a maturation process of the IS field in investigating a social theory.

Originality/value

The evolution the authors identify in the application of institutional theoretical frameworks in the IS field reveals conformity in methodological, theoretical and empirical terms. By identifying these patterns, it becomes possible to understand institutional reasons for their existence and legitimacy; and to propose other avenues of exploration in future IS research, such as combining different theoretical lenses in institutional frameworks. The methodological contribution is to provide an innovative methodology which helps describe categories and levels of institutional theoretical frameworks used, leading to the identification of gaps and proposing further avenues of research.

Details

Information Technology & People, vol. 27 no. 3
Type: Research Article
ISSN: 0959-3845

Keywords

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Abstract

Details

International Journal of Quality & Reliability Management, vol. 10 no. 8
Type: Research Article
ISSN: 0265-671X

Keywords

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Article
Publication date: 4 February 2014

Scott R. Swanson, Yinghua Huang and Baoheng Wang

The purpose of this paper is to provide a cross-cultural comparison of Chinese and American hospitality customers who report critical incidents and the resulting influences that…

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Abstract

Purpose

The purpose of this paper is to provide a cross-cultural comparison of Chinese and American hospitality customers who report critical incidents and the resulting influences that these incidents and recovery efforts had on behavior. Recognizing that hospitality-based organizations are increasingly operating internationally, the study provides insights for managing customer relationships.

Design/methodology/approach

The study utilizes the critical incident technique in conjunction with a structured self-administered questionnaire. The sampling approach resulted in 1,146 usable responses.

Findings

The results demonstrate statistically significant cultural differences between American and Chinese consumers in terms of reported critical incident types, recovery approaches, and post-incident private voice, public voice, and repurchase intention.

Research limitations/implications

This research uses cultural value scores for China and the USA as a way to explain and discuss the findings. Hofstede's model was not tested and the provided explanations should be viewed with caution.

Practical implications

The results of this research can provide practitioners with guidelines in regards to service recovery tactics, as well as insights into how customers respond to critical incidents across different cultures.

Originality/value

This study adds to the existing literature by investigating empirically critical incident types, recovery tactics, and the consumer post-encounter behaviors of public voice (i.e. complaining), private voice (i.e. negative word-of-mouth, positive word-of-mouth), and repurchase intention in China and the USA.

Details

International Journal of Contemporary Hospitality Management, vol. 26 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 1 February 2001

Scott R. Swanson and Scott W. Kelley

The impact of service recovery attributions in determining consumers’ intentions of engaging in post‐recovery word‐of‐mouth behaviors is examined. Research questions are…

10094

Abstract

The impact of service recovery attributions in determining consumers’ intentions of engaging in post‐recovery word‐of‐mouth behaviors is examined. Research questions are investigated utilizing satisfactory service recovery scenarios that vary in their perceived likelihood of reoccurrence (i.e. stability) and responsibility for the recovery (i.e. locus) in three service industries. Results indicate that consumers who have service failures satisfactorily corrected demonstrate a strong propensity to share positive information about their experience. As a person’s social network extends outward, stability and locus interact to influence intentions to discuss a service failure/recovery. A greater propensity to share information and higher levels of customer praise and recommendations were found for shorter service recovery times. Recommendations for customer service managers are provided.

Details

European Journal of Marketing, vol. 35 no. 1/2
Type: Research Article
ISSN: 0309-0566

Keywords

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Article
Publication date: 1 April 2003

Scott R. Swanson and J. Charlene Davis

This paper suggests that he/she whom the customer holds most responsible for a service experience may influence which service quality dimensions take precedence in customer…

5519

Abstract

This paper suggests that he/she whom the customer holds most responsible for a service experience may influence which service quality dimensions take precedence in customer satisfaction, word‐of‐mouth intentions, and repurchase intentions. Results indicate that, when consumers find the contact employee more responsible for the experience, what is delivered is most important to evaluations of service quality, satisfaction, and behavioral intentions. When management is thought to be more responsible, how the service is delivered is essential to consumers’ evaluations. When responsibility is perceived as shared between the contact employee and management, the physical environment may play a larger role in influencing consumers’ satisfaction with the service experience.

Details

Journal of Services Marketing, vol. 17 no. 2
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 June 2003

Kevin Gwinner and Scott R. Swanson

This study examines the impact of fan identification on four distinct sponsorship outcomes: sponsor recognition, attitude toward the sponsor, sponsor patronage, and satisfaction…

18332

Abstract

This study examines the impact of fan identification on four distinct sponsorship outcomes: sponsor recognition, attitude toward the sponsor, sponsor patronage, and satisfaction with the sponsor. In addition, consistent with the identification literature we investigate the antecedents of prestige, domain involvement, and fan associations for predicting fan identification among sports spectators. Utilizing structural equation modeling the findings support the premise that highly identified fans are more likely to exhibit the investigated sponsorship outcomes. In addition, we found that the investigated antecedents may aid in predicting fan identification. Our findings are discussed, managerial implications presented, and future research directions provided.

Details

Journal of Services Marketing, vol. 17 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 9 November 2015

Lujun Su, Scott R. Swanson and Xiaohong Chen

– This study aims to model and test the relationships between corporate social responsibility (CSR), corporate reputation, customer satisfaction and behavioral intentions.

2170

Abstract

Purpose

This study aims to model and test the relationships between corporate social responsibility (CSR), corporate reputation, customer satisfaction and behavioral intentions.

Design/methodology/approach

A total of 451 complete questionnaires were obtained from randomly approached ethnic Chinese leisure tourists. Following a two-step approach, a measurement model was estimated and then a structural model analyzed to test proposed hypotheses.

Findings

CSR and reputation significantly impacted customer satisfaction, which, in turn, affected repurchase and word-of-mouth intentions. Customer satisfaction fully mediated the relationship between CSR and behavioral intentions in addition to corporate reputation.

Research limitations/implications

The study considered only a limited number of lodging customers in a specific geographic area in China. Additional investigation across hospitality business types and cultures is needed.

Practical implications

Investments in CSR activities in a Chinese hospitality consumption context can contribute to customer satisfaction and ultimately contribute positively to customer future behaviors.

Originality/value

This study provides insights into the role that CSR may play for domestic Chinese hospitality customers. Little attention has been paid to the importance of corporate reputation in a tourism/hospitality context. This study contributes in helping to close this gap. Finally, this study embeds customer satisfaction within a framework of antecedents and consequences in an integrated causal model.

Details

International Journal of Contemporary Hospitality Management, vol. 27 no. 8
Type: Research Article
ISSN: 0959-6119

Keywords

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