The impact of perceived crowding on customer satisfaction

Zehrer, Anita; Raich, Frieda

doi:10.1016/j.jhtm.2016.06.007

Cited by 103 publications

(100 citation statements)

References 96 publications

(105 reference statements)

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“…This confirms the results of Fonner and Berrens [63], who showed that price acceptance decreases when individually perceived crowding exceeds thresholds. A new aspect in our research is that the perception of crowding is not only a question of demography, first-time versus repeat visitors, or crowding prevention strategies as described by Zehrer and Raich [64]. Zehrer and Raich found that first-time visitors perceived crowding to a higher extent than repeat visitors.…”

Section: Discussionmentioning

confidence: 65%

Does Climate Change Influence Guest Loyalty at Alpine Winter Destinations?

2019

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Research has dealt extensively with different aspects of climate change and winter tourism such as the impact on ski resorts and ski lift operators, adaptation strategies, governance at destinations and reactions of winter sports guests to changing snow conditions. This paper goes deeper into the question of destination choice and examines the role of climate change among the many factors affecting guest loyalty at Alpine winter destinations. The study uses an established destination choice model with choice sets, destination image and dynamic feedback loop. A qualitative online forum identifies factors influencing winter destination choice, followed by a quantitative survey which compares Alpine winter holidaymakers categorised as "loyal", "disloyal" and "undecided". The results demonstrate that climate change clearly influences destination choice, but snow sports are not the only affected attractors. Enjoyment of the natural environment and value for money are just as high on the list of guest motivators. This indicates that climate change adaptation measures such as snowmaking can be counterproductive to guest loyalty because they spoil the natural scenery and raise prices. The paper concludes with a recommendation for winter destinations to prioritize conservation of the natural environment and integrate more environmental protection measures into their management strategies.

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Section: Discussionmentioning

confidence: 65%

Does Climate Change Influence Guest Loyalty at Alpine Winter Destinations?

2019

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“…In the tourism domain, the perception of crowdedness has been analyzed in urban areas [7,8,11,34,35]; festivals [9], tourist attractions [36,37], cruise ships [38] and outdoor settings such as natural parks [6,10,[39][40][41][42], or mountains [12]. The existing research shows mixed results on the effect of crowding on behavioral outcomes.…”

Section: Tourism Crowdingmentioning

confidence: 99%

“…In regards to crowding consequences, past research suggests that crowding perception affects the quality of the experience, as well as tourists' affective response and satisfaction [6,9,11,12,49,50]. Research investigating the relationship between crowding perception and satisfaction has yielded mixed findings.…”

Section: Tourism Crowdingmentioning

confidence: 99%

“…Although crowding has become a significant issue for the tourism industry [6,7], to date, there are few studies that have examined its effect on tourist experience [6][7][8][9][10][11][12], and no single study that has analyzed cruise tourists' perception of crowding at port of call destinations. Furthermore, previous crowding studies have mainly adopted quantitative methods, while qualitative approaches have been underutilized.…”

Section: Introductionmentioning

confidence: 99%

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The Sustainability of Cruise Tourism Onshore: The Impact of Crowding on Visitors’ Satisfaction

2019

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The sustainability of cruise tourism has been questioned in relation to its negative effects on ports of call, among which crowding has recently become more pronounced. However, an understanding of how crowdedness influences cruise tourists' experience onshore is lacking. The study analyzed online reviews on onshore experiences in the main European ports of call through Leximancer, an automated text analytics software. The results revealed that the perceived destination crowding was not always negatively evaluated by tourists, but was also discussed as a factor adding up to the authenticity of the visit under certain circumstances. Nevertheless, the evidence indicates that only human crowding might be positively assessed, while the spatial crowdedness was always reported as detracting from the enjoyment of the visit. The analysis also showed that the crowding phenomenon was represented differently in the accounts of the low, average and high satisfaction cruise tourists' groups. The role of the guide, as well as the attractiveness of the sightseeing were identified as factors that can ameliorate the negative effect of crowding on the destination visit. The findings yield relevant implications for all actors involved in the cruise tourism activity, which should manage destination crowdedness in a more sustainably innovative way.In view of the above, the purpose of this study is to explore cruise tourists' perceived crowding at the main European ports of call, and to examine its impact on destination visit satisfaction through the analysis of online reviews. This study therefore fills a major gap in the tourism literature on overcrowding by exploring the role of crowding perception in both, positively and negatively evaluated cruise destination experiences.The remaining part of the paper is structured in four parts. It starts with sustainable destination tourism models, followed by examining the concept of tourism crowding. The forth section is concerned with the methodology of the study, addressing the advantages and weaknesses of using Leximancer. The fifth section analyses the results of the study, while the sixth provides the research conclusions. Finally, the last sections address the discussion of the results, the practical implications of the study, as well as the research limitations and the future research lines.

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“…In full consideration of the basis of employee satisfaction evaluation indicators given by domestic and foreign scholars [8][9][10][11][12][13][14][15], combined with the OHSAS18001 standard requirements [16], employee satisfaction evaluation first and second-grade indicators of the OHSAS18001 are given as is shown in Table 1. …”

Section: Mine Occupational Health and Safety Management System Employmentioning

confidence: 99%

Comprehensive Evaluation on Employee Satisfaction of Mine Occupational Health and Safety Management System Based on Improved AHP and 2-Tuple Linguistic Information

2017

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Abstract:In order to comprehensively evaluate the employee satisfaction of mine occupational health and safety management system, an analytic method based on fuzzy analytic hierarchy process and 2-tuple linguistic model was established. Based on the establishment of 5 first-grade indicators and 20 second-grade ones, method of improved AHP and the time-ordered Weighted Averaging Operator (T-OWA) model is constructed. The results demonstrate that the employee satisfaction of the mine occupational health and safety management system is of the 'general' rank. The method including the evaluation of employee satisfaction and the quantitative analysis of language evaluation information ensures the authenticity of the language evaluation information.

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The impact of perceived crowding on customer satisfaction

Cited by 103 publications

References 96 publications

Does Climate Change Influence Guest Loyalty at Alpine Winter Destinations?

Does Climate Change Influence Guest Loyalty at Alpine Winter Destinations?

The Sustainability of Cruise Tourism Onshore: The Impact of Crowding on Visitors’ Satisfaction

Comprehensive Evaluation on Employee Satisfaction of Mine Occupational Health and Safety Management System Based on Improved AHP and 2-Tuple Linguistic Information

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