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Book part
Publication date: 9 December 2009

OunJoung Park, Liping A. Cai and Xinran Y. Lehto

Collaboration has become a key paradigm in community-based tourism literature. Yet, it has not been well understood in destination branding. This chapter delineates a conceptual…

Abstract

Collaboration has become a key paradigm in community-based tourism literature. Yet, it has not been well understood in destination branding. This chapter delineates a conceptual model to better describe and explain the nature and dynamism of collaborative branding for destinations. The model is based on a review of theoretical constructs of interorganizational collaboration process and the reconciliation of two product branding models. It suggests that the model begins in a context of environmental forces and evolves sequentially through the phrases of problem-setting, direction-setting, implementation, evaluation, and outcome.

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Tourism Branding: Communities in Action
Type: Book
ISBN: 978-1-84950-720-2

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Article
Publication date: 13 April 2012

Song Ee Kim and Xinran Y. Lehto

While the topical areas of service failure and complaints have been systematically investigated for the general traveling public, service failure issues for disabled tourists have…

4763

Abstract

Purpose

While the topical areas of service failure and complaints have been systematically investigated for the general traveling public, service failure issues for disabled tourists have been widely ignored. This exploratory study attempts to provide some insights into this phenomenon by analyzing disabled travelers' complaints reported through online customer complaint websites.

Design/methodology/approach

A total of 316 customer complaints were collected and analyzed utilizing a modified procedure of the Critical Incident Technique (CIT). Differences in service failure dimensions in industry sector and recovery type were investigated through the correspondence analysis.

Findings

Critical incidents of disabled travelers were classified into three dimensions of service failures including service delivery failure, unfulfilled special requests, and unsolicited employee conduct. Significant relationships in service failure dimensions were identified in the industry sectors and types of recovery.

Research limitations/implications

The limitations of this study are unidentifiable demographic information and lack of necessary details, since this study is based on textual data collected from online complaint/review websites. For further research, more inclusive quantitative data could provide a more complete picture.

Practical implications

The findings of this study could represent a valuable step toward assessing the current status of service failure provided by hospitality and tourism industry, and thus provide useful insights for practitioners to more effectively serve this market segment.

Originality/value

This study serves as exploratory research and contributes to a better understanding of the tourism experience of individuals with disabilities.

Details

International Journal of Contemporary Hospitality Management, vol. 24 no. 3
Type: Research Article
ISSN: 0959-6119

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Book part
Publication date: 9 December 2009

Julio Aramberri, Ph.D., is Professor of Tourism at Drexel University (Philadelphia, Pennsylvania, USA. Email: ja43@drexel.edu). Previously, he worked for the Spanish Tourist…

Abstract

Julio Aramberri, Ph.D., is Professor of Tourism at Drexel University (Philadelphia, Pennsylvania, USA. Email: ja43@drexel.edu). Previously, he worked for the Spanish Tourist Office in different capacities including the CEO position (1987–1990). He has recently been appointed to be the dean of the School of Cultural Studies at Hoa Sen University, Ho Chi Minh City, Vietnam. His areas of research are marketing, consumer behavior, and the sociology of travel and tourism. He has also published in other areas such as political sociology, US life and culture, and global challenges.

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Tourism Branding: Communities in Action
Type: Book
ISBN: 978-1-84950-720-2

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Book part
Publication date: 12 October 2018

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Quality Services and Experiences in Hospitality and Tourism
Type: Book
ISBN: 978-1-78756-384-1

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Article
Publication date: 13 September 2019

Soyeon Kim, Xinran Lehto and Jay Kandampully

The primary purpose of this study is to examine the effects of destination familiarity on consumers’ evaluations (cognitive image) and feelings (affective image) about the…

2279

Abstract

Purpose

The primary purpose of this study is to examine the effects of destination familiarity on consumers’ evaluations (cognitive image) and feelings (affective image) about the destination, leading to their intention to visit.

Design/methodology/approach

The data for this study were collected through a Web-based survey. Based on a sample of 460 respondents, structural equation modeling was used to test the proposed hypotheses.

Findings

The results showed that familiarity with a destination not only influences consumers’ cognitive evaluations of the destination but also affects their feelings about it, which translates into their intentions in travelling to the destination. The findings indicate that destination familiarity can enhance consumers’ knowledge about the destination, but more importantly, their affective perceptions can lead to a higher likelihood of visiting a destination.

Practical implications

The findings provide useful guidance for efficient marketing programs to attract more visitors to a certain tourist destination. Destination marketers must assess the level of familiarity of potential travelers in the development, design and promotion of a destination. This understanding will enable the marketers to more effectively communicate with their target markets and allow them to tailor advertising to different segments of their customers based on their familiarity.

Originality/value

The majority of previous studies regarding destination familiarity tend to measure the overall familiarity or experiential familiarity (e.g. a comparison between visitors vs non-visitors) without considering consumers’ indirect familiarity with a destination. This study attempts to conceptualize and empirically test the role of destination familiarity on consumers’ cognitive and affective images and intentions.

Purpose

本研究的主要目的是探讨消费者的目的地熟悉度对其对目的地的评价(认知形象)和感受(情感形象)的影响, 从而得出消费者的旅游意向。

Design/methodology/approach

本研究通过网络调查收集数据, 并以460名受访者为样本, 采用结构方程模型对所提假设进行检验。

Findings

结果表明, 消费者对目的地的熟悉程度不仅会影响消费者对目的地的认知评价, 还会影响他们对目的地的感受, 进而影响他们前往目的地的意愿。研究还发现, 目的地熟悉度可以增强消费者对目的地的认知;更重要的是, 他们的情感感知会使他们前往目的地的可能性有所提高。

Practical implications

研究结果可为开展高效的营销计划提供有益指导, 以吸引更多的游客到特定的旅游目的地。目的地营销人员必须评估潜在游客对目的地的开发、设计和推广方面的熟悉程度;在了解了这些之后, 营销人员方可更有效地与目标市场进行沟通, 并根据各个客户群体不同的熟悉程度对其投放定制化广告。

Originality/value

以往大多数关于目的地熟悉度的研究倾向于测量总体熟悉度或经验熟悉度(例如比较游客与非游客之间的差别), 而不考虑消费者对目的地的间接熟悉程度。本研究试图将目的地熟悉度对消费者认知、情感意象和旅游意向的影响概念化, 并加以实证检验。

Propósito

El objetivo principal de este estudio es examinar los efectos de la familiaridad en las evaluaciones de los consumidores (imagen cognitiva) y sentimiento (imagen afectiva) sobre los destinos, y como influye en su intención para visitarlo.

Diseño/Metodología/aproximación

Los datos de este estudio fueron obtenidos a través de una encuesta web. Apoyado en una muestra de 460 respuestas, se utilizo la modelización de ecuaciones estructurales para testear las hipótesis propuestas.

Resultados

Los resultados muestran que la familiaridad con el destino no sólo influye en las evaluaciones cognitivas de los consumidores, sino también afecta a los sentimientos de estos, lo que se traslada a sus intenciones de viajar al destino turístico en cuestión. Los resultados indican que la familiaridad con el destino puede mejorar el conocimieto de los consumidores sobre éste, pero lo más importante, es la percepción afectiva, la cual puede liderar una mayor confianza para visitarlo.

Implicaciones practicas

Los resultados proveen una guía útil en la eficiencia de los programas de marketing para atraer más visitantes a un determinado destino. Los gestores de destinos deben evaluar el nivel de familiaridad de los potenciales viajeros en el desarrollo, diseño, y promoción de un destino. Entender estás cuestiones, hará a los gestores de destino más efectivos en su comunicación con sus mercados objetivos y les permitirá adaptar la publicidad a diferentes segmentos de clientes, en función de su familiaridad.

Originalidad/valor

La mayoría de estudios previos, respecto a la familiaridad en los destinos, tienden a medir la familiaridad de forma global o experimental (por ejemplo, una comparación entre visitantes y no visitantes) sin considerar el efecto indirecto de la familiaridad con un destino. Este estudio sirve para conceptualizar y empíricamente testar, el papel de la familiaridad del destino en la imágenes e intenciones cognitivas y afectivas de los consumidores.

Details

Tourism Review, vol. 74 no. 4
Type: Research Article
ISSN: 1660-5373

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Article
Publication date: 1 September 2020

Xinran Lehto, Dori Davari and Soona Park

This study aims to provide a fresh perspective toward understanding the forces that exist in the guest-host dynamic and thereby contribute to the guest–host relationship…

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Abstract

Purpose

This study aims to provide a fresh perspective toward understanding the forces that exist in the guest-host dynamic and thereby contribute to the guest–host relationship literature.

Design/methodology/approach

This study examines guest–host relationship via the philosophical lens of convivialism.

Findings

This study conceptualizes conviviality in the guest–host relationship. A convivial guest–host relationship is characterized by well-being mutuality and hospitality mutuality. Such a relation can be built when the guest and the host form a tri-party of coalitions, namely, economic, experience and hospitality. While an economic coalition represents the pragmatic value in a guest–host relationship, an experience coalition represents an experiential value in a guest–host relationship. A hospitality coalition then represents the spiritual alliance in such a relationship.

Practical implications

This paper suggests that tourism development should be guided by a conviviality vision. Health and well-being of both the visitors and the destination community should be a goal priority. This paper suggests that the starting point of experience planning is the residents, not the visitors. The critical role of hospitality in formulating market communication strategies is emphasized.

Social implications

This study contributes to the larger conversation of diversity and sustainability.

Originality/value

This study proposes a convivial tourism model – a form of tourism that is oriented toward mutuality of hospitality and well-being of both visitors and destination communities.

Details

International Journal of Tourism Cities, vol. 6 no. 4
Type: Research Article
ISSN: 2056-5607

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Article
Publication date: 12 February 2018

Xiaoxiao Fu and Xinran Lehto

The purpose of this study is to provide a nuanced understanding of Chinese family tourists’ value co-creation by examining three important aspects of family vacation: What do…

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Abstract

Purpose

The purpose of this study is to provide a nuanced understanding of Chinese family tourists’ value co-creation by examining three important aspects of family vacation: What do families do during vacation? How do they make meaning of what they do? Do travelers’ role identities within their families play a role in the value creation process?

Design/methodology/approach

Upon reviewing related theoretical work, the authors undertook a mixed-method study consisting of both survey data and in-depth interviews.

Findings

The analysis revealed three clusters of family interactional content, including We open and share our worlds, We build knowledge and skills and We co-create and co-evaluate, and five clusters of family travelers, including Outdoor enthusiasts, Socializers, Nature lovers, Culture admirers and Relaxation seekers. Family roles, life situations and destination environments also interfaced with family activity participation and family conversations. A family vacation value co-creation process framework with four propositions was, thus, proposed.

Research limitations/implications

Further exploration and validation of the proposed framework and propositions which emerged from the findings of this study are needed. Impacts of various family types and relational dynamics also warrant future investigation.

Practical implications

The results of family interactional and relational well-being facilitated by family vacation are pertinent to academia, industry and public policy-making.

Social implications

Family vacation can be a positive intervention for the creation of family value and a means of meaning-making. Programs that integrate multiple family roles and address family-level value propositions would be collectively enriching.

Originality/value

The current study initiated a pioneering investigation by providing a depiction of how family travelers experience and make sense of a shared tourism experience, along with their value perceptions in such a co-created consumptive scenario.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 2
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 9 October 2019

Mohamed E. Mohamed, Mahmoud Hewedi, Xinran Lehto and Magdy Maayouf

Given the increased importance of food in tourists’ travel experience, the purpose of this paper is to explore the current and future potential of local food and foodways in…

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Abstract

Purpose

Given the increased importance of food in tourists’ travel experience, the purpose of this paper is to explore the current and future potential of local food and foodways in marketing Egyptian destinations online.

Design/methodology/approach

The content of 20 Egyptian destination marketing organization (DMO) websites was subject to a content analysis. A checklist was developed based on literature analysis. The frequencies of information related to food culture and cuisine marketing were tallied, followed by a qualitative assessment of contents from the various websites. The results were further discussed with DMO representatives to provide contextualized insights as to the future potential of utilizing local food and food tourism initiatives as a component of DMOs website marketing in Egypt.

Findings

The study noted some initial efforts for Egyptian DMO websites to market food culture and gastronomic practices; however, the results suggest that the usage of food culture on Egyptian DMOs websites is still in its infancy. The study also highlights the challenges that need to be tackled as well as the resources required for food tourism development.

Practical implications

This study illustrates the need and potential capacity of Egyptian DMO websites to market food culture and local cuisines (including traditional foods and table manners). These results are expected to help Egyptian DMOs to strategically embrace local cuisine and food culture as a vehicle for destination marketing.

Originality/value

This case study provides insights for African and other developing economies in their destination marketing. The proposed framework and guidelines are intended to potentially serve as a framework for destination marketers and entrepreneurs to optimize the tourism potential of food culture.

Details

International Journal of Tourism Cities, vol. 6 no. 4
Type: Research Article
ISSN: 2056-5607

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Article
Publication date: 9 February 2024

Shinyong Jung, Alei Fan, Xinran Lehto and Hhye Won Shin

This study aims to explore a potential conference experience design strategy, namely, festivalization. It investigates the potential festivalization effects on conference…

526

Abstract

Purpose

This study aims to explore a potential conference experience design strategy, namely, festivalization. It investigates the potential festivalization effects on conference attendees in two formats of business conferences: virtual and in-person.

Design/methodology/approach

A series of two scenario-based experimental studies were conducted. A series of one-way analysis of covariance and PROCESS procedures (Model 6) were performed for data analysis.

Findings

The inclusion of festivalization elements significantly enhances positive responses of attendees, especially for in-person conferences. This effect is further explained by a serial mediation effect, where enhanced perceived values and conference engagement play key roles in improving attendees’ conference experience.

Practical implications

By incorporating festivalization elements, conference organizers can create a more engaging and satisfying event experience for attendees. This can lead to greater satisfaction, positive word-of-mouth and increased registrations.

Originality/value

This study represents a pioneering effort in revealing the underlining mechanisms that explain how festivalization affects attendee engagement and subsequent behaviors in business event management in both face-to-face and virtual settings.

Details

International Journal of Contemporary Hospitality Management, vol. 36 no. 10
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 29 June 2020

Mohamed E.A. Mohamed, Mahamoud M. Hewedi, Xinran Lehto and Magdy Maayouf

Using destination brand experience as a conceptual lens and data evidence from international visitors to Egypt, the purpose of this study is to examine the relative impact of the…

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Abstract

Purpose

Using destination brand experience as a conceptual lens and data evidence from international visitors to Egypt, the purpose of this study is to examine the relative impact of the various dimensions of local food experience on tourist overall food satisfaction and destination revisit intention.

Design/methodology/approach

Data from a convenience sample of international visitors to Cairo, Egypt, (N = 302) was quantitatively analyzed using the structural equation modeling approach to test the relationships among constructs.

Findings

Empirical results reveal that three components of destination food experiences – sensory, affective and behavioral – effectively explain tourists’ food satisfaction and destination revisit intention, while intellectual food experience was reported to only influence destination revisit intention. Interestingly, the effect of food experience satisfaction on destination revisit intention was not significant.

Research limitations/implications

This study identifies local food experience aspects that require to be managed at a strategic level and provides guidelines on how these aspects can be effectively managed.

Originality/value

This study is the first empirical application of a multidimensional experience model to the context of tourists’ local food experience; it identifies the multifaceted characteristics of local food experience that deserve scholars’ and marketers’ attention.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 8
Type: Research Article
ISSN: 0959-6119

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