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Purpose -In view of the increasingly dynamic ethnic composition of nation states in Europe and elsewhere, this paper aims to examine the effects of ethnic affiliation on ethnocentrism and domestic purchase bias, and to test a model of consumer ethnocentrism antecedents and outcomes in a multi-ethnic transitional economy. Design/methodology/approach -Empirical data were collected via personal interviews from 580 urban consumers in Bosnia and Herzegovina, which was, in the aftermath of violent ethnic conflicts in the Balkans, divided into two major sub-regions inhabited by three clearly identifiable ethnic groups. A structural model with five first-order reflective constructs was evaluated to test the hypothesized relationships. Findings -The findings confirm that both national identity and nationalism are significant predictors of consumer ethnocentrism, and that ethnic affiliation has a direct effect on both consumer ethnocentrism and on domestic purchase bias. However, the antecedent nature of cultural openness in relation to consumer ethnocentrism was not confirmed. Practical implications -While it has been suggested previously that, when consumers have dual allegiances, the construct of national identity may be of a lesser explanatory power, the results attest to the value of both nation-state level constructs in the model as reliable predictors of consumer ethnocentrism. The findings also suggest that a differentiated marketing strategy may be warranted on entering multi-ethnic markets. Originality/value -Unlike most prior studies that tested ethnocentrism models across different countries with citizens of each country being addressed as a culturally/ethnically uniform group, this study does not limit in-groups to a nation state, but examines groups based on ethnic affiliation.

Purpose -The purpose of the research is to conceptualize a model of tourist satisfaction at the destination level which can serve as a background for designing a universal, parsimonious, short and easily applicable measurement instrument.Design/methodology/approach -The conceptual model was developed on the basis of existing theoretical and empirical research in the fields of marketing and tourism.Findings -The model includes eight latent constructs, with tourist satisfaction being the central one. The analysis of the antecedents (quality, image, value, and costs and risks) of customer satisfaction provides insights into the processes underlying the creation of satisfaction, while the outcome constructs (complaint behavior and loyalty) indicate the consequences of (dis)satisfaction.Research limitations/implications -Designing a parsimonious and easily applicable measurement instrument imposes some limitations with respect to the number of constructs and measured variables included. The inclusion of additional constructs/variables should provide a more comprehensive insight into customer satisfaction and a more solid basis for strategic decision-making but at the same time it is likely to reduce the model's transparency and universality.Practical implications -The results of a continuous customer satisfaction monitoring should serve as an input for a trend analysis and strategic discussions regarding the development of a tourist destination. The ultimate goals of monitoring satisfaction include identifying strategic objectives at the destination level, preparing tactical and operational plans and ultimately increasing the competitiveness of a given destination.Originality/value -Achieving customer satisfaction should be one of the most important goals of every DMO and, to our knowledge, a few universal cause-and-effect measurement instruments/models have been developed to support this goal. The proposed model provides a basis for the continuous monitoring and improvement of the competitiveness of a given destination.

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Purpose -This paper examines consumer motivations for shopping abroad and explores the role of demographic versus socio-psychological factors in explaining the phenomenon of cross-border shopping. Design/methodology/approach -Empirical data were collected via personal interviews from adult consumers living in Croatia and Serbia and Montenegro. The research instrument consisted of construct measures adapted from previous studies and open-ended questions related to demographics and consumer motives for cross-border shopping trips. Findings -A discriminant analysis of cross-border out-shoppers and domestic in-shoppers in the two countries confirmed the unstable effect of demographic variables on out-shopping behaviour and established the significant role of economic patriotism in consumer decision making. Differences in the results across the two countries indicate that a contextual approach should be adopted in international out-shopping studies. Practical implications -Countries with high level of out-shopping activity are potentially attractive targets for international retailers and marketers. Our out-shopper profiles suggest that market opportunities exist for international discount retailers in Croatia and for upscale retailers in Serbia. Originality/value -Unlike most research focusing on the out-shopping phenomenon, the distinguishing feature of the study is that it examines socio-psychological and demographic rather than macro-economic variables as determinants of cross-border shopping. In particular, the role of economic patriotism has rarely been investigated in this context.