Essential customer service factors and the segmentation of older visitors within wellness tourism based on hot springs hotels

Chen, Kaung-Hwa; Liu, Hsiou-Hsiang; Chang, Feng-Hsiang

doi:10.1016/j.ijhm.2013.05.013

Cited by 144 publications

(119 citation statements)

References 38 publications

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“…Siguiendo esta línea, son varios los autores como Chen y Shoemaker (2014), Mahadevan (2014), Chu y Chu (2013), Cooper et al (2007), Glover y Prideaux (2009), que apuntan a las generaciones envejecidas del baby boom como uno de los mercados más relevantes en el ámbito turístico. Se estima que en los próximos cinco años los seniors prevalecerán demográficamente, económicamente y culturalmente (Morgan et al, 2015;Chen et al, 2013;Wang et al, 2013;Schröder y Widmann, 2007;Tréguer y Ségati, 2005), y que al menos un 10% de los gastos de marketing estarán dirigidos a este target (Lambert-Pandraud et al, 2005).…”

Section: Envejecimiento De La Población E Importancia Para El Sector unclassified

“…La literatura se ha centrado principalmente en (ver Tabla I): a) las motivaciones de viaje de los turistas senior (Ward, 2014, Le Serre et al, 2013Cheng y Wu, 2009;Boksberger y Laesser, 2009); b) los factores psicológicos Jang y Wu, 2006); c) las características de la experiencia (Batra, 2009;Hunter-Jones y Blackburn, 2007); d) las necesidades del servicio (Chen et al, 2013;Wang et al,. 2013) y las características sociodemográficas (Pesonen et al, 2015;Peral et al, 2013;Jang y Ham, 2009).…”

Section: Revisión De La Literatura Sobre El Efecto De Internet En El unclassified

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Segmentación de los Seniors en función de los productos que compran por internet: impacto en la industria turística

Fransi

Ferrer-Rosell

Ramón

2017

turismo

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RESUMENLos seniors se configuran como un colectivo de especial relevancia para un gran número de industrias. El cambio en el estilo de vida de la población mayor más orientada actualmente al disfrute del tiempo libre que generaciones anteriores y por tanto, más propensa a viajar, beneficia al sector turístico. Hasta ahora, estudios centrados en los seniors han analizado su comportamiento como algo homogéneo en comparación con otras franjas de edad. En esta investigación, con una muestra útil de 2.541 individuos, partimos de la consideración que dicho grupo es heterogéneo, con distintas características y niveles de uso de Internet, y proponemos, mediante una clasificación, tres perfiles de internautas seniors en función de los productos comprados en línea. Encontramos un segmento que utiliza Internet para comprar, sobretodo, productos y servicios turísticos. En las conclusiones se presentan las reflexiones más significativas sobre los segmentos obtenidos y su implicación en la gestión. ABSTRACTSeniors constitute a special relevant group of consumers for a quite number of industries. Changes in old-year population's lifestyle, which is more oriented to leisure and enjoying their free time than past generations benefit tourism sector. Until now studies about seniors have analyzed their behavior as something homogeneous compared to other age groups. In this article, with a sample of 2541 individuals, we consider senior group as heterogeneous, showing different characteristics and different levels of the use of Internet. We propose, by means of a classification, three profiles of senior surfers based on products and services bought through the Internet. In the conclusions we present the main significant thoughts and management implications for the segments found.

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Section: Envejecimiento De La Población E Importancia Para El Sector unclassified

Section: Revisión De La Literatura Sobre El Efecto De Internet En El unclassified

Segmentación de los Seniors en función de los productos que compran por internet: impacto en la industria turística

Fransi

Ferrer-Rosell

Ramón

2017

turismo

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“…Chen et al [24] also researched the important customer service factors; however, their research specifically addressed the customer segmentation of older visitors. The study focused on the perspectives of older adults and the operators in wellness tourism in hot springs by conducting information through face-to-face interviews.…”

Section: Literature Reviewmentioning

confidence: 99%

Empirical Study Utilizing QFD to Develop an International Marketing Strategy

et al. 2015

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Customer expectations can be extremely nebulous. This research identifies the demographic segmentations and their respective expectations for the spa market. Interviews were conducted and a subsequent questionnaire was employed to gather the voice of the customer and assess the expectations of spa clientele. All of the data was collected from luxury spas in Hawaii, and consisted of respondents from all over the world. Results of the survey suggest that while men want more tangible benefits of a spa, women prefer the experiential qualities of peace and rejuvenation. Additionally, those of lower to middle income focus on the atmosphere more than wealthier clients, who are looking for more long term spa benefits, such as a more youthful appearance.

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“…Similarly, Sun and Morrison [8] and Sund and Boksberger [9] found that seniors tended to adjust their lifestyles through hedonicoriented ways. Chen, Liu, and Chang [10] indicated that population aging will positively contribute to the senior tourism sector. Chen et al [10] also had an optimistic view with regard to senior tourism and stated that this sector is the growth engine of tourism.…”

Section: Introductionmentioning

confidence: 99%

“…Chen, Liu, and Chang [10] indicated that population aging will positively contribute to the senior tourism sector. Chen et al [10] also had an optimistic view with regard to senior tourism and stated that this sector is the growth engine of tourism. Leisure travel has a critical role in the life of seniors after retirement [11].…”

Section: Introductionmentioning

confidence: 99%