Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry

Radojević, Tijana; Stanišić, Nemanja; Stanić, Nenad

doi:10.1016/j.tourman.2015.04.002

Cited by 147 publications

(125 citation statements)

References 49 publications

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“…The majority of previous studies have demonstrated the positive effect of satisfaction on destination loyalty. Thus, it is widely accepted that tourist satisfaction is an important antecedent to destination loyalty [6,15,39,40]. However, to the best of our knowledge, no studies have examined the relationship between satisfaction and loyalty in the context of car tourism in China.…”

Section: Satisfactionmentioning

confidence: 99%

Car Tourism in Xinjiang: The Mediation Effect of Perceived Value and Tourist Satisfaction on the Relationship between Destination Image and Loyalty

et al. 2016

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Abstract:This study aims to test a model linking destination image, perceived value, tourist satisfaction, and tourist loyalty. Based on a sample of 300 tourists travelling by car from the World Natural Heritage Site of Tianchi, China, a new model of destination image was explored and data were analysed using partial least squares structural equation modelling (PLS-SEM). The results show that perceived value and satisfaction are direct antecedents of destination loyalty. Above all, perceived value and tourist satisfaction mediate the relationship between destination image and loyalty. Finally, this study discusses the theoretical and management implications of the findings in order to boost the tourism industry in the context of car trips.

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Section: Satisfactionmentioning

confidence: 99%

Car Tourism in Xinjiang: The Mediation Effect of Perceived Value and Tourist Satisfaction on the Relationship between Destination Image and Loyalty

et al. 2016

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“…In the online review platform, the overall evaluation rating score is regarded as a comprehensive metric of customer satisfaction [34].…”

Section: Quantitative Analysismentioning

confidence: 99%

“…Description Literature Satisfaction Customer's overall rating score for the focal destination Radojevic et al [34] Life Number of comments that describe the direct and indirect encounters with local life (e.g., comments about the local way of life, haggling, no pressure to buy, encounters with local people, and local people being friendly, welcoming, nice, and so on) in each review…”

Section: Variable Namementioning

confidence: 99%

The Reality of Encounters with Local Life in Other Cultures

Kim

2017

Sustainability

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Equipped with mobile technologies, travelers increasingly seek opportunities to encounter the real lives of the people residing in the focal destination. With this trend of pursuing local life experience, this study investigated how international visitors recognize the lives of people in the focal destination, and whether this recognition is related to satisfaction. Reviews for Teheran's Grand Bazaar from an online review site, Tripadvisor, showed that visitors' local encounters were linked with favorable emotions (good, interesting, and worthwhile). To lend support to the contact hypothesis, which posits that intercultural experiences can lead to more favorable evaluations of the host community; the visitors who recognized direct and indirect encounters with local life indicated higher satisfaction. Even if brief, the experience of local life appeared to create more intimate feelings for the focal destination. Interestingly, the number of past travel experiences, which was captured by the number of reviews written by the reviewer, was found to have a negative association with satisfaction. We draw further implications for the travelers as well as the local community.

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“…Customer satisfaction is considered "a business philosophy" [46] that place customers in the center. We have to create value, anticipate their expectations and satisfy their needs [47].…”

Section: Satisfaction In Holistic Tourismmentioning

confidence: 99%

“…The improvement of consumers' satisfaction is widely considered one of the most important factors in tourism destinations and firms' development and survival. In hotels and accommodation industry customers' satisfaction is very important to the success and performance of companies and ultimately to their profitability [46]. Since holistic tourism is a luxury product, tourists' satisfaction regarding the services provided is of great importance [54][55][56].…”

Section: Satisfaction In Holistic Tourismmentioning

confidence: 99%

Holistic Tourism: Motivations, Self-Image and Satisfaction

Rocha¹,

Seabra²

2016

J Tourism Res Hospitality

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Holistic tourism has become a new and alternative form of tourism and an important trend among tourists who seek programs and experiences that would allow them to achieve balance between mind, body and soul. Choosing holistic tourism means that a tourist can enjoy a different and full experience which goes beyond the simple contact with cultures, people, places or landscapes. It focuses on self-transformation and on an attempt of people understanding more about themselves. It is crucial we understand each person´s view about this new type of tourism since this perspective will surely bring potential new investors to this product. Knowing what every tourist values, feels and needs-in terms of personal fulfillment-can turn this new type of tourism into a competitive one. This study includes an empirical research conducted through questionnaires to 300 holistic tourists in four different Portuguese destinations: Azores, Gerês, Lisbon and Algarve. The results allowed a better understanding of the holistic tourists' characteristics, their main motivations, self-image perception and satisfaction levels while taking part in holistic tourism.

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Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry

Cited by 147 publications

References 49 publications

Car Tourism in Xinjiang: The Mediation Effect of Perceived Value and Tourist Satisfaction on the Relationship between Destination Image and Loyalty

Car Tourism in Xinjiang: The Mediation Effect of Perceived Value and Tourist Satisfaction on the Relationship between Destination Image and Loyalty

The Reality of Encounters with Local Life in Other Cultures

Holistic Tourism: Motivations, Self-Image and Satisfaction

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