Purpose
This study aims to examine the linkages between port aesthetics, destination image, tourist satisfaction and tourist loyalty in Hong Kong.
Design/methodology/approach
To achieve this objective, the authors surveyed 247 tourists in Hong Kong. Using factor analysis and structural equation model (SEM) to identify the constructs of port aesthetics and analyze its relationship with destination image, tourist satisfaction and tourist loyalty.
Findings
Five-port aesthetics constructs were identified, namely, leisure and culture, design and cognition, atmosphere, recreational facilities and memory. The results of SEM revealed the following: port aesthetics positively influenced destination image; destination image positively influenced tourist satisfaction; and tourist satisfaction had a positive influence on tourist loyalty. This research also found that the indirect effect of port aesthetics on tourist loyalty via destination image and tourist satisfaction.
Originality/value
While the environmental qualities of a port could potentially affect destination image, tourist satisfaction and loyalty, this study developed and validated a measurement instrument of perceived port aesthetics from a tourist’s perspective. Specifically, this research proposed a structural model to explain the relationships between port aesthetics, destination image, tourist satisfaction and loyalty.
The purpose of this investigation was to identify the types of customer in the financial service industry who adopt distinctive emotional blackmail styles toward frontline service employees to communicate their needs and desires. In-depth interviews and the Q methodology were employed
to collect and analyze data. The Q methodology is especially good at clustering stimuli from subjective judgments to form a description of an indescribable object. Five types of customer with distinctive emotional blackmail styles emerged from this analysis; "Guanxiusing customer", "demanding
customer", "fair-treatment requesting customer", "timepressure-using customer", and "threat-using customer". These findings indicate that social changes in services marketing have been occurring and provide researchers and practitioners with a new perspective to deal with new customers in
the 21st century.
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