Managing the structure of tourism experiences: Foundations for tourism design

Stienmetz, Jason L.; Kim, Jeongmi; Xiang, Zheng; Fesenmaier, Daniel R.

doi:10.1016/j.jdmm.2019.100408

Cited by 66 publications

(64 citation statements)

References 69 publications

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“…This finding is particularly relevant in the context of our study, since customers recommendations (e.g. sharing the experience on social media platforms [Stienmetz et al 2020]) are particularly helpful to gain customers in the hospitality and tourism industries (Casaló et al 2010). Focusing on cost reduction attributions, our findings reveal that these thoughts are not particularly detrimental but that they reduce customers' intention to use service robots to some extent.…”

Section: Discussionmentioning

confidence: 67%

“…The use of a recently introduced technology by a critical mass of users is crucial to ensure its success on the medium and long terms (Belanche et al 2012). In turn, customer recommendations are critical in hospitality and tourism (Alves et al 2019), as far as customers' interpretation and sharing of their experiences in social media often become a stimuli influencing other customers and their journey mapping (Stienmetz et al 2020). Customers with a higher intention to use a technology are more likely to recommend the technology to others (Oliveira et al 2016).…”

Section: The Influence Of Customers' Attributions On Customers' Intenmentioning

confidence: 99%

“…service enhancement and cost reduction motivations). In addition, considering the relevance of customers' recommendations for hospitality and tourism industries (Stienmetz et al 2020;Casaló et al 2010) and advancing from research focused exclusively on acceptance (Rosenthal-von der Püthen and Krämer, 2014;Lu et al 2019), we analyze the relational impact of service robot introduction in terms of both customers' intentions to use and intentions to recommend the service robot to other potential customers. Finally, our research discusses the principal conclusions and findings derived from the results of our study.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Frontline robots in tourism and hospitality: service enhancement or cost reduction?

2020

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Robots are being implemented in many frontline services, from waiter robots in restaurants to robotic concierges in hotels. A growing number of firms in hospitality and tourism industries introduce service robots to reduce their operational costs and to provide customers with enhanced services (e.g. greater convenience). In turn, customers may consider that such a disruptive innovation is altering the established conditions of the service-provider relationship. Based on attribution theory, this research explores how customers' attributions about the firm motivations to implement service robots (i.e. cost reduction and service enhancement) are affecting customers' intentions to use and recommend this innovation. Following previous research on robot's acceptance, our research framework analyzes how these attributions may be shaped by customers' perceptions of robot's humanlikeness and their affinity with the robot. Structural equation modelling is used to analyze data collected from 517 customers evaluating service robots in the hospitality industry; results show that attributions mediate the relationships between affinity toward the robot and customer behavioral intentions to use and recommend service robots. Specifically, customer's affinity toward the service robot positively affects service improvement attribution, which in turn has a positive influence on customer behavioral intentions. In contrast, affinity negatively affects cost reduction attribution, which in turn has a negative effect on behavioral intentions. Finally, human-likeness has a positive influence on affinity. This research provides practitioners with empirical evidence and guidance about the introduction of service robots and its relational implications in hospitality and tourism industries. Theoretical advances and future research avenues are also discussed.

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Section: Discussionmentioning

confidence: 67%

Section: The Influence Of Customers' Attributions On Customers' Intenmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Frontline robots in tourism and hospitality: service enhancement or cost reduction?

2020

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“…Attending to complications as turning points in the evolution of a narrative is crucial in identifying discrete phases in the brand narrativization process. A similar approach has been adopted in accounting for tourist experiences as a series of discrete events (Stienmetz, Xiang, Jeongmi, & Fesenmaier, 2020). Narrative as process "involves the report of a sequence of related events during which the characters and/or their situations undergo some change […] change typically proceeds through the introduction, complication, and resolution (in whole or in part) of unstable situations within, between, or among the characters" (Phelan, 2005, p. 323).…”

Section: Narrative Analysis As Methods Of Textual Inquirymentioning

confidence: 99%

A brand storytelling approach to Covid-19's terrorealization: Cartographing the narrative space of a global pandemic

Rossolatos

2020

Journal of Destination Marketing & Management

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This paper offers a brand storytelling or narratological account of the Covid-19 pandemic's emergence phase. By adopting a fictional ontological standpoint, the virus' deploying media-storyworld is identified with a process of narrative spacing. Subsequently, the brand's personality is analyzed as a narrative place brand. The advanced narrative model aims to outline the main episodes that make up the virus' brand personality as process and structural components (actors, settings, actions, and relationships). A series of deep or ontological metaphors are identified as the core DNA of this place brand by applying metaphorical modeling to the tropic articulation of Covid-19's narrative. The virus is fundamentally identified with terror as a menacing force that wipes out existing regimes of signification due to its uncertain motives, origins, and operational mode. In this context, familiar urban spaces, cultural practices, and intersubjective communications are redefined, repurposed, and reprogrammed. This process is called terrorealization, as the desertification and metaphorical sublation of all prior territorial significations. This study contributes to the narrative sub-stream of place branding by approaching a globally relevant socio-cultural phenomenon from a brand storytelling perspective.

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“…The value chain construction of China's rural tourism destinations somewhat lags other developed countries. For example, the coordinating relationships between the tourism organizational structure and the destinations need to be adjusted; the relationships between the local tourism enterprises that are linked with each other and with related enterprises needs to be further strengthened, and the mechanisms that link and distribute benefits in the TVC needs further improvement (Kim & Thapa, 2018;Stienmetz, Kim, Xiang, & Fesenmaier, 2020). In contrast with the construction of agricultural value chains, the construction of a TVC needs to allocate production and marketing along both vertical and horizontal directions.…”

Section: Introductionmentioning

confidence: 99%

Construction Scenario for a Rural Tourism Value Chain: A Case Study from Rural China

Liao-ji¹,

Wang²,

Li³

et al. 2021

AJIBM

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Value chain is the value-added process resulting from the extension of rural tourism industry chain. Its direction of construction includes the extension of the vertical service field, and the combination of horizontal rural regional elements. The tourism value chain (TVC) is closely related to the transformation of the value elements of rural production, life, ecology, and culture, which helps to promote the high-quality development of rural tourism and the implementation of rural construction in China. Using Dalishu village as an example, this study applied a cross-impact balance analysis (CIB) to select the scenario of the rural TVC. The best scenario of TVC includes the basic value activities and auxiliary value activities of life, industry, ecology, society, and ecology. The optimal scenario results from selections that maximize the leading role of value elements. The scenario of the selected TVC reflects the personalized characteristics of the rural tourism destination, maximizing the leading role of key value elements, and advances the coupling and linkages between rural tourism and rural development.

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Managing the structure of tourism experiences: Foundations for tourism design

Cited by 66 publications

References 69 publications

Frontline robots in tourism and hospitality: service enhancement or cost reduction?

Frontline robots in tourism and hospitality: service enhancement or cost reduction?

A brand storytelling approach to Covid-19's terrorealization: Cartographing the narrative space of a global pandemic

Construction Scenario for a Rural Tourism Value Chain: A Case Study from Rural China

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