How to match plant with demand: a matrix for marketing

Taylor, Gordon D.

doi:10.1016/0143-2516(80)90021-3

Cited by 9 publications

(7 citation statements)

References 4 publications

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“…Tourists’ personal satisfaction with their experiences and how satisfaction becomes critical to consumers’ willingness to pay are based on both tourist and service provider co-creation (Jafari, 1974; Gronroos, 1990). This connotation was supported by a demand-supply matrix, in which organisations compare segment needs and available resources to assist destination managers in selecting market segments (Taylor, 1980). Furthermore, literature shows that word-of-mouth is one of the most important forms of loyalty, as new customers may be attracted by recommendations of others (Swan and Oliver, 1989; Faullant et al , 2008).…”

Section: Literature Reviewmentioning

confidence: 99%

Tourism service quality and destination loyalty – the mediating role of destination image from international tourists’ perspectives

Akroush

Jraisat

Kurdieh³

et al. 2016

112

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Purpose The purpose of this paper is to examine the relationship between tourism service quality and destination loyalty through investigating the mediation effect of destination image in the Dead Sea tourism destination, Jordan, from international tourists perspectives. The paper also investigates the tourism service quality dimensions from international tourists’ viewpoints. Design/methodology/approach A structured and self-administered survey was used targeting international tourists who were visiting the Dead Sea tourism destination, Jordan. The authors delivered 300 questionnaires to international tourists from which 237 were retained and valid for the analysis. A series of exploratory and confirmatory factor analyses were performed to assess the research constructs dimensions, unidimensionality, validity and composite reliability. Structural path analysis was also used to test the hypothesised relationships of the research model. Findings The empirical findings indicate that tourism service quality is, in fact, a four-dimensional (4D) construct as opposed to five as proposed by the original hypothesised model. The 4D model consists of four facets: assurance-responsiveness, tangible facilities-empathy, reliability and reliability-quality of directions. Also, the results indicate that brand image loaded onto two dimensions named as “physical environment” and “people characteristics”. The structural findings indicate that the four dimensions of tourism service quality have positively and significantly affected destination image. Further, brand image has positively and significantly affected destination loyalty. Finally, destination image fully mediates the relationship between tourism service quality and destination loyalty. Research limitations/implications This paper has examined only five dimensions of tourism service quality that affected destination loyalty directly and indirectly; meanwhile, other service quality dimensions such as technical quality may affect both destination image and destination loyalty. Further, destination image is the only mediator investigated in this paper. Other consumer-based brand equity factors such as brand salience my act as another mediator. Also, this paper investigated international tourists’ perspectives in the Dead Sea tourism destination only, which means that its generalisation to other tourism destinations is limited. Therefore, comparative studies inside and outside Jordan’s tourism destinations are potential areas of future research. Other limitations and future research areas are also outlined. Practical implications The paper highlights the strategic importance of brand image on the relationship between tourism service quality and destination loyalty. Tourism service quality acts as an antecedent to brand image and the later is essential to destination loyalty. In other words, brand image of the physical environment and people friendless and kindness are the critical linkage that create destination loyalty. Further, an integrated model of tourism service quality, destination image and destination loyalty is required by tourism organisations operating in the Dead Sea destination to win international tourists again. Originality/value This paper represents one of the very few attempts that investigate tourism service quality and destination loyalty through understanding the mediating role of brand image in the Dead Sea destination. Accordingly, it should shed more light into the strategic role of brand image dimensions and how they affect destination loyalty. Further, the paper is the first of its kind to investigate an integrated model of tourism service quality and destination loyalty from international tourist perspectives in Jordan. The main issue here is that tourism organisations operating in the Dead Sea tourism destination have now valuable empirical evidence concerning the drivers of destination loyalty in an integrated manner.

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Section: Literature Reviewmentioning

confidence: 99%

Tourism service quality and destination loyalty – the mediating role of destination image from international tourists’ perspectives

Akroush

Jraisat

Kurdieh³

et al. 2016

112

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“…Demand management attempts to influence when and how many visitors attend or use a service (Taylor, 1980); capacity management ensures that sufficient capacity exists to meet this demand (Klassen and Rohleder, 2002). While capacity management has generally fallen within the domain of operations management, and demand management within the domain of marketing, intersecting methodologies such as yield and revenue management, the partitioning of visitors (by length of stay), and/or the adjustment of visitor participation levels rely on expertise from both of these functional areas to work effectively (Klassen and Rohleder, 2002).…”

Section: Introductionmentioning

confidence: 99%

Capacity management for hospitality and tourism: A review of current approaches

Pullman

Rodgers

2010

International Journal of Hospitality Management

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“…The satisfaction of the domestic tourists concerning the quality of the Carpathian tourist infrastructure offer reveals the dimensions of the demand-supply matching (Taylor 1980) by proving the expectancy-disconfirmation theory (Pizam and Milman 1993).…”

Section: Domestic Tourists' Satisfactionmentioning

confidence: 99%

“…In this sense, it is useful that individual policies and practices provide opportunities to link the market preferences with supply development (Gunn 2002), to study the »market-plant match«, a concept introduced by Taylor (1980) and developed by Cachon and Terwiesch (2005), who stressed that matching between demand and supply on the market is always dynamic. In Romania an analysis of tourist services' quality was made by Băbăiţă, Ispas and Pârjol (2010).…”

Section: Introductionmentioning

confidence: 99%

Changes in the Romanian Carpathian tourism after the communism collapse and the domestic tourists' satisfaction

Matei¹,

Vijulie²,

Manea³

et al. 2014

AGS

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In the context of Romania's transition to the market economy after the communism collapse, and the accession in EU, the study aims to analyse characteristics of tourism changes in the Carpathian destinations by correlation with the domestic visitors' satisfaction for tourist services and new forms of tourism by empirical field observations, and statistical analysis used to test the level of satisfaction for Carpathian tourism. The results show an increase of tourist demand for the Carpathian destinations in the framework of tourist establishments' structure changes, the spreading of agri-tourism, a need for improvement of accommodation services quality according to the visitors' profile. Tourism development, revealed by visitors' flows, has some similarities with the perception of tourists. The tourists' views can, with several limits, be considered as a barometer in tourism research and a useful instrument in building tourism offers.

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How to match plant with demand: a matrix for marketing

Cited by 9 publications

References 4 publications

Tourism service quality and destination loyalty – the mediating role of destination image from international tourists’ perspectives

Tourism service quality and destination loyalty – the mediating role of destination image from international tourists’ perspectives

Capacity management for hospitality and tourism: A review of current approaches

Changes in the Romanian Carpathian tourism after the communism collapse and the domestic tourists' satisfaction

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