Examining the Relationships among Motivation, Service Quality and Loyalty: The case of the National Museum of Natural Science

Hsieh, Chi-Ming; Park, Sung Hee; Hitchcock, Michael

doi:10.1080/10941665.2015.1013143

Cited by 29 publications

(23 citation statements)

References 79 publications

(70 reference statements)

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“…Upgrading and updating various service facilities can create a good visiting environment [54]. Lighting and color are two important factors that influence the design effect of museum displays [7,[64][65][66]. Light not only improves the brightness of a room, but also combines the colors of the exhibits.…”

Section: Discussionmentioning

confidence: 99%

Exploring the Role of Emotion in the Relationship between Museum Image and Tourists’ Behavioral Intention: The Case of Three Museums in Xi’an

ZhenShan

Zhang

et al. 2019

Sustainability

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As a crucial part of cultural tourism, museums can represent the cultural image of a destination. From the perspective of emotion, this study adopted structural equation modeling to examine the correlation between emotion, museum image, and behavioral intention of tourists. Additionally, the mediating effects of cognitive motivation (overall stratification) and emotional motivation (positive and negative emotion) on the paradigm of "museum image–behavioral intention" were compared and analyzed. This research was undertaken at three museums in Xi’an, China, with 893 valid questionnaires collected. The results showed that the image of the museum has a significant impact on tourists' emotions and a significant positive impact on overall satisfaction and behavioral intention. Moreover, tourists' emotions significantly influence the overall satisfaction and behavioral intention; they play different mediating effects between museum image and behavioral intention. Finally, managerial and theoretical implications were discussed.

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Section: Discussionmentioning

confidence: 99%

Exploring the Role of Emotion in the Relationship between Museum Image and Tourists’ Behavioral Intention: The Case of Three Museums in Xi’an

ZhenShan

Zhang

et al. 2019

Sustainability

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“…Furthermore, it was found that tourist motivation played a moderating role on the relationship between tourist's experience and perceived quality. These findings could provide managers of historic and cultural destinations with guidance for better understanding visitors' experience, their motivation, and how they influence visitors' perception of service quality provided, which will in turn affect tourist' satisfaction and their behavioral intentions regarding future visits (Hsieh, Park, & Hitchcock, 2015;Hsieh et al, 2018;Yoon & Uysal, 2005).…”

Section: Discussionmentioning

confidence: 96%

“…HISTOQUAL was established to investigate perceived quality in the cultural and heritage tourism context (Chen & Shi, 2008). And MUSEQUAL was developed to assess museum visitor's experience of service and their satisfaction (Hsieh, Park, & Hitchcock, 2015).…”

Section: Perceived Qualitymentioning

confidence: 99%

Tourists’ Perceived Quality on History and Culture of Sheqi Ancient Town: A Moderating Effect of Tourist Motivation

Zhang¹,

Bunchapattanasakda²

2019

IBR

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Perceived quality was identified an important antecedent of tourist satisfaction and destination loyalty, however, few studies examine the factors influencing tourist’s perception on the service quality of a destination. For historic and cultural tourists, tourist experience play an important role during their visits. The main purpose of this study was to investigate whether tourists’ experience influenced perceived quality of the tourist as an antecedent and the moderating effect of tourists’ motivation on the relationship between tourists’ experience and perceived quality within historic and cultural tourism contexts. A survey of 1,389 tourists visited an ancient town in center part of China, Sheqi, was conducted as the basis for analysis. With SPSS 22.0 and data collected in Sheqi Ancient Town, the hypothetical model was tested by the method of hierarchical regression analysis. The empirical results indicated that, firstly, the tourists’ experience positively influenced perceived quality significantly. Secondly, tourist motivation played a significant moderating role on the relationship between tourist’s experience and perceived quality.

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“…The perceived quality of a museum is defined as the discrepancy between the museum visitors' initial expectations and the feelings experienced from a museum service provider. Perceived quality has been investigated by various service industries as it enables retention of the relationship with customers, attracts new customers, decreases costs, increases profits, improves corporate image, and engenders positive recommendations [20]. Perceived quality is formed on the basis of technical, functional, and environmental qualities, and it is perceived by the outcome, the process-creating outcome, and the physical environment of the service.…”

Section: Csr and Museum Perceived Quality Image And Reputationmentioning

confidence: 99%

Eco-Innovative Museums and Visitors’ Perceptions of Corporate Social Responsibility

2019

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This study assumes that green technologies at tourist destinations are a part of corporate social responsibility (CSR). It investigates how technology-based eco-innovation is related to sustainable development goals (SDGs) and how eco-innovative CSR performance affects tourists' perceptions of destinations, emotions, and WOM (word of mouth) intentions in the context of sustainability and smart tourism. A dataset collected from the Handok Museum in South Korea was analyzed via a partial least squares (PLS) method, using structural equation modeling. This study examines the link between museum visitors' awareness of CSR and green technology. The constructs (perceived quality, image, and reputation) are positively correlated with CSR; museum visitors' emotions are in a parallel relationship with WOM intentions. The results confirm that the green technology implemented in the tourist destination is perceived as CSR by visitors. These technologies have a positive impact on environmental sustainability and contribute to a positive tourist experience. Thus, this paper encourages social responsibility practices at tourist destinations, as well as the development of green technology. This is the first empirical study that demonstrates how the profit-related concept of CSR can be applied to nonprofit organizations, Furthermore, for the first time, the managerial concept of CSR has been reviewed with technology-based eco-innovation in a museum setting.

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Examining the Relationships among Motivation, Service Quality and Loyalty: The case of the National Museum of Natural Science

Cited by 29 publications

References 79 publications

Exploring the Role of Emotion in the Relationship between Museum Image and Tourists’ Behavioral Intention: The Case of Three Museums in Xi’an

Exploring the Role of Emotion in the Relationship between Museum Image and Tourists’ Behavioral Intention: The Case of Three Museums in Xi’an

Tourists’ Perceived Quality on History and Culture of Sheqi Ancient Town: A Moderating Effect of Tourist Motivation

Eco-Innovative Museums and Visitors’ Perceptions of Corporate Social Responsibility

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