...Lujun Su; Maxwell K. Hsu; Brian Huels Purpose The purpose of this paper is to review the literature regarding negative information’s impact on consumer behavior in the context of tourism services. In addition, this paper empirically examines the likely difference between first-time and repeat...

...Maria Giovina Pasca; Maria Francesca Renzi; Laura Di Pietro; Roberta Guglielmetti Mugion Purpose The present study aims to synthesize and conceptualize, through a systematic literature review (SLR), the current state of gamification knowledge in the tourism and hospitality (T&H) sector...

...Birgit Muskat; Matthias Muskat; Deborah Blackman Purpose The purpose of this paper is to analyse the causes that have led to a rather fragmented view of quality management among tourism marketing organisations in Germany. The aim is to identify and to interpret the relevant societal cultural...

...Hsiu‐Yuan Wang Purpose This study contends that customers’ perceived value can drive medical tourism. To demonstrate this, the purpose of this paper is to propose and test a research model capturing elements of perceived benefits and sacrifice that, by affecting the perceived value of medical...

...) Abingdon also available as an e‐book © Emerald Group Publishing Limited 2011 --> Tourism Customer Satisfaction Consumer behaviour Services This textbook is one of 20 books in the Routledge Advances in Tourism series edited by Professor Stephen Page of London Metropolitan University...

... (Fridgen, 1984 ; Gartner, 1993). Current tourism and marketing literature suggests that an improved destination image positively influences visitor's purchase intentions and actual consumption behavior (Murray and Vogel, 1997). In particular, well‐designed and managed international sport events create...

... interviews and a survey in the Norwegian tourism industry. This paper reports on the results from a survey consisting of 3,104 customers. Comparative and confirmatory testing of perceived justice during the initial service encounter and subsequent complaint‐handling process has been performed. Findings...

...Jessica L. Hurst; Linda S. Niehm; Mary A. Littrell Purpose The purpose of this paper is to focus on the use of retail customer service as a value added component and potential success strategy for rural tourism retailers. More specifically, service quality expectations and perceptions as a means...

... to assess how representative the sample in relation to the real population is we draw the comparison with the statistics of winter tourists in Austria (Austria Tourism, 2007), though in the sample we have included also ski resorts from Switzerland and Italy. Overall it can be concluded that the sample...

... in the tourists' perceptions of the importance of various quality dimensions are identified before and after the tourism experience. Many similarities are identified between the needs and expectations of Italian and British tourists, although some differences also emerge. Practical implications Tourism...

... of this study was on the hotel sector, and thus the findings cannot be accepted as being necessarily relevant and applicable to services across the tourism/hospitality industry as a whole. Future research needs to be conducted to incorporate the views of all stakeholders in service quality, including non...

... measures and statistical tests, this study presents a graphical interpretation of SERVQUAL data to aid managerial decision‐making in the tourism industry. This paper also examines the expectations and perceptions of two distinct groups by determining the differences between German and Russian tourists...

... and implications that surfaced from the integrated model were discussed. Singapore understands the usefulness of applying the image strategy in order to market its tourism industry. The conscious use of this strategy began in 1964 with the establishment of the Singapore Tourism and Promotion Board (STPB...

... the identification of attractive attributes and embedding them into future services. A case study is presented to evaluate the image of Singapore from the Indonesian tourists’ perspective. Several strong and weak attributes of Singapore tourism were identified and analyzed. Strategies to improve the weak attributes...

...Anne‐Mette Hjalager Identifies and discusses modes of collective consumer pressure that might affect tourism quality in a comprehensive way. Organised tourists are empowered tourists, and as such can provide a needed incentive to improve standards. Discusses: intermediating tour operators; consumer...

...Klaus Weiermair This article develops a comprehensive cultural construct to explain and forecast tourists’ behaviour and quality judgements. A destination value chain is depicted to capture the possible influence of culture and cultural values on tourism behaviour. Cultural norms have an impact...

...Marcjanna M. Augustyn; John D. Pheby While the tourism industry generally rejects ISO 9000 as a standard irrelevant for this sector, the article aims to assess potential impacts of ISO 9000 accreditation upon the performance of small tourism enterprises (STEs). Limited research within this area...

...Szilvia Gyimóthy This paper studies tourism‐related service processes from the customer’s perspective, acknowledging the extraordinary and hedonic nature of these offerings. Instead of looking at a chronological journey of different service phases, the entire tourist experience is analysed...

... and 1998 Inflight Survey of Overseas Visitors to the United States. Annually, the US Department of Commerce’s Tourism Industries surveys more than 80,000 overseas visitors on regularly scheduled flights with self‐administered questionnaires distributed in‐flight by airline flight crew personnel...

... incremental and fundamental (innovative) service improvements is presented. © MCB UP Limited 2000 Quality management Innovation Tourism Service quality One of the most important developments in the tourist industry is the growing attention for service quality from the customer’s...