Critical service features in group package tour: An exploratory research

Wang, Kuo Ching; Hsieh, An Tien; Chen, Joseph

doi:10.1016/s0261-5177(99)00047-3

Cited by 187 publications

(150 citation statements)

References 31 publications

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“…Through the model, the multifactorial character of satisfaction as a construct is confirmed, showing the influences existing between the independent variables that condition it. In this sense it is considered that the results obtained are consistent with the elements identified in similar studies in the literature consulted (Buhalis 2000;Echtner and Ritchie 1993;Kozak and Rimmington 1998;Lin, Lee and Chen 2009;Moutinho Luiz et al 2015;Tosun et al 2015;Wang et al 2000;Wang et al 2007;Wang et al 2013). Differences are associated with the results of one or another author regarding the attributes considered or the nomenclature used to name them, but in general they coincide in the latent variables considered as those of attraction, access, lodging and facilities.…”

Section: Discussionsupporting

confidence: 65%

Structural Equation Model: Influence on Tourist Satisfaction With Destination Atributes

Pérez-Campdesuñer¹,

García-Vidal²,

Sánchez-Rodríguez³

et al. 2017

Tour. hosp. manag.

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Purpose -To present a model that expresses the relationships observed between a set of independent variables that condition overall satisfaction with a tourist destination, allowing to discover the potential for improvement of this indicator. Methodology -An instrument is designed to measure the satisfaction of tourists with a destination, starting from a list of attributes used in the literature that are submitted to the research of experts. A reliability analysis of the results and an evaluation of construct validity were performed. Through a confirmatory factor analysis, the factorial structure of the set of observed variables was identified. Finally, a structural equations model was created to understand the interrelationship between the variables considered in the study and their incidence in general satisfaction with the destination. Findings -The application of the instrument designed to the calculated sample allowed to identify the latent variables existing in the practical construct studied, identifying through the factorial analysis four aspects associated to the satisfaction of tourists with the destination: access, lodging, facilities and attractions. The construction of the structural equations model corroborated the previous results and evidenced the level of incidence of each factor studied in the overall satisfaction as well as the incidence of each attribute in the factor that integrates. Originality -It is achieved define a structural equations model that represents and explains the relationship between the variables considered in the quality management of a destination and the degree to which they relate to each other and influence the level of satisfaction experienced by tourists.

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Section: Discussionsupporting

confidence: 65%

Structural Equation Model: Influence on Tourist Satisfaction With Destination Atributes

Pérez-Campdesuñer¹,

García-Vidal²,

Sánchez-Rodríguez³

et al. 2017

Tour. hosp. manag.

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“…These attributes were selected from various tourism literature [6,9,18,23,33]. We also ask about their purchase intention through a 9-point Likert scale and their purchase action through a Yes/No question form.…”

Section: Data Collection and Resultsmentioning

confidence: 99%

How eWOM Reduces Uncertainties in Decision-making Process： Using the Concept of Entropy in Information Theory

Lee¹

2011

The Journal of Society for e-Business Studies

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The present study examines the impact of eWOM on consumer decision making process by viewing eWOM as the product information supplier. We employ the concept of information entropy which was proposed in the information theory to explain different consumer responses to various types of product information in eWOM. Information entropy is the degree of uncertainty associated with the information in the message. In eWOM, a variety of information with different levels of entropy is available, and these different entropy levels result in different impacts on consumer behavior. The preliminary hypotheses are formulated to examine the impact of eWOM on consumer behavior, at the product attribute level and the purchase action level separately. An experiment was conducted to online shopping mall users and the analysis gives valuable insights into our future research.

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“…It is from these definitions that most scholars define the roles of tour guides Wang, Hsieh, & Huan, 2000;Ap & Wong, 2001;Michie, 2004).…”

Section: Literature Reviewmentioning

confidence: 99%

Effects of Tour Guides Training on Their Performance in Kenya

Francis¹,

Okello²,

Kipruto³

2017

JTHM

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It is important for a completive tourism destination to ensure that tourists get the company of a professional tour guide who guides and interprets attraction in the areas visited. Undefined level of education, lack of standardized training curriculum, and lack of barrier to the guiding career have affected the performance of tour guides in Kenya. Limited research in Kenya has been conducted to establish the role of guides in satisfying customer and protecting the environment. The study objective was to examine tour guides' interpretation knowledge and their opinion on areas that require more training so as to improve their performance. The study hypothesized that tour guides' opinions on their training needs are independent on the level of education, work experience and qualification. It is hypothesized that guides require additional training in flora and fauna of East Africa, cultural heritage and customer service. They require training in ICT (Information Communications Technology), eco-tourism principles, and at least one foreign language. The study hypothesizes that the higher the level of a guide's training, the more resourceful the guide will be. The study used qualitative and quantitative research approaches where questionnaires, interviews and focus groups discussion (FGDs) were used to collect the primary data. The finding shows that tour guides' opinions on areas they require further training were independent of their highest level of education, work experience and qualification. Most guides irrespective of their level of education, work experience and qualifications were of the opinion that they needed more training on mammals and plants (χ 2 = 1.07, df = 2, P = 0.583), training on birds and insects (χ 2 = 0.254, df = 2, P = 0.885) and training on culture and history of East Africa (χ 2 = 1.140, df = 2, P = 0.566). Respondents' training needs were independent on the duration of tour guiding course training had taken. Guides trained for less than six months, one year and more than two years agreed that training on foreign language (χ 2 = 4.84, df = 2, P = 0.196), ecotourism principles (χ 2 = 1.62, df = 2, P = 0.653) and tour planning and costing (χ 2 = 399, df = 3, P = 0.262) would improve their performance. The study concludes that tour guides are aware of the areas that they need to be trained and should be consulted before organizing such training. They require more training irrespective of their level of education, certification and work experience. The study recommends tour guide curriculum be standardized and all guides should sit for an exam before they are licensed to guide and only those with such license be allowed to practice guiding.

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Critical service features in group package tour: An exploratory research

Cited by 187 publications

References 31 publications

Structural Equation Model: Influence on Tourist Satisfaction With Destination Atributes

Structural Equation Model: Influence on Tourist Satisfaction With Destination Atributes

How eWOM Reduces Uncertainties in Decision-making Process： Using the Concept of Entropy in Information Theory

Effects of Tour Guides Training on Their Performance in Kenya

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