0000000000048563
AUTHOR
Giacomo Del Chiappa
showing 8 related works from this author
Value dimensions in consumers’ experience: Combining the intra- and inter-variable approaches in the hospitality sector
2015
Within the deep and extensive research on value, two main areas of discussion emerge: multidimensionality (intra-variable approach) and interrelationships with other constructs (inter-variable approach). Independently, the two areas have produced relevant knowledge; however, when studying them jointly, the results are inconsistent. The paper aims first to build four self-oriented value scales for a hospitality experience (efficiency, quality, play, and aesthetics), and second to test them in a SEM model with overall perceived value, customer satisfaction, and customer loyalty, upon a sample of 585 hotel consumers in Sardinia (Italy). The results show both unexpected (for the intra-variable …
Emotions and visitors’ satisfaction at a museum
2014
Purpose – This research aims to investigate whether emotions can be considered as a suitable variable to segment visitors at a museum. Furthermore, it seeks to analyse whether emotions influence visitor satisfaction and whether this depends on objective variables (such as age, gender and level of education) or not. Design/methodology/approach – A structured questionnaire was developed and data were collected at the National Museum of Archaeology “G.A. Sanna” in Sardinia (Italy) via 410 face-to-face interviews. Hierarchical and non-hierarchical cluster analyses and a series of chi-squared tests were run for the purpose of the study. Findings – Two segments were identified. The cluster with …
Factors and information sources influencing students' consumer behaviour: a case study at an Italian public university
2018
This article examines the factors and the preferred sources of information that influence prospective Italian students' choice of a Department of Business and Economics at a public university. Results, based on quantitative survey data, show that both future undergraduate and future postgraduate students value the reputation of the university, the guidance services offered by the institution and the degree of specialisation as important factors that drive their choice, and peers' suggestions are the most relevant information source for both groups. The paper provides insights on how traditional elements are combined with more contemporary ones in domestic Students' Consumer Behaviour. Findi…
Special Issue - Past, present and future challenges on customer experience: Digging knowledge across sectors
2019
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Collaborative Policy Making and Stakeholder Engagement: A Resident–Based Perspective
2019
This study analyses residents’ perceptions and attitudes towards tourism and community engagement with tourism planning. Overall, residents think that the positive effects of tourism development outweigh the negative impacts. Despite this, they express concerns regarding the economic future of their area and that the tourism development in their area is mostly exogenously driven. Further, they do not feel involved in tourism planning but, quite surprisingly, they do not seems to be convinced that local authorities should encourage community participation in tourism decision making. Exploratory factor analysis and hierarchical and non-hierarchical cluster analysis were therefore conducted. F…
Active and Reactive Value Dimensions: A Dynamic-Based Perspective in the Hotel Sector
2021
Despite the wide acknowledgment of consumer value as a dynamic concept in marketing and tourism literature, few studies have addressed its dynamicity. This article provides an approach to the dynamic nature of value in a hotel experience by proposing a conceptual framework that seeks to explain the influence of value types on customer satisfaction and loyalty as being concatenated rather than simultaneous effects, as more usually described. The concatenation of effects is based on the distinction between active versus reactive values and is tested in a structural model consisting of eight types of value (Efficiency, Service Quality, Status, Esteem, Entertainment, Aesthetics, Ethics, and Es…
Perceptions of Healthcare Service End Users
2016
The main objective of this study was to compare users’ perception and evaluation of both public and private healthcare services, distinguishing between primary and specialty care, with a cross-cultural approach in two Mediterranean countries: Italy and Spain. Within an exploratory approach and following a descriptive aim, we have conducted a quantitative methodology: after a literature review about health marketing and health management, we have developed a questionnaire and collected end users’ perceptions in both countries. Results highlight different aspects shaping the multidimensional healthcare service, such as the waiting lists, their experienced sensations, word-of-mouth (WOM) rele…
Host community perceptions of cruise tourism in a homeport: A cluster analysis
2018
Abstract This study applies a factor-cluster analysis to a sample of 321 residents in the city of Valencia based on their perceptions of the impacts of cruises on their city. Three clusters of residents were identified, namely 'pessimists', 'cautious supporters' and 'optimists'. Overall, the findings reveal that most respondents doubt the magnitude of positive impact in terms of welfare, social, economic and heritage aspects. Furthermore, there are significant differences between the three clusters, based on age and geographical proximity to the tourist area and port. No significant differences were found based on gender, level of education, numbers of members in household, occupation, leng…