How emotional response mediates servicescape impact on post consumption outcomes: An application to opera events

Abstract The purpose of this study is to examine how emotions mediate the impact of a holistic servicescape -physical and social- on post-consumption outcomes in the performing arts. Partial Least Square (PLS) was conducted to test the mediation hypothesized relationships on a sample of 867 opera goers. The proposed research model was largely supported by the evidence, and the mediating role of emotions was confirmed. Servicescape influences direct and indirectly attendees' post consumption in opera given that emotions play a partial mediating role which is greater in the case of positive emotions. Based on the results, this study offers specific theoretical and managerial implications conc…

‘Tour me onshore’: understanding cruise tourists’ evaluation of shore excursions through text mining

ABSTRACTThe aim of this paper is to shed light on the elements underlying cruise tourists’ evaluation of shore excursions, approaching them as an interaction of expressive and instrumental components.To fulfil the aim of the investigation, a thematic content analysis of 1296 online reviews was conducted using the text-mining software Leximancer. The results of the study revealed that cruise visitors with different overall satisfaction with their guided tour focus the narrative of their opinion on different tour attributes. Thus, the dominant themes of the cruise passengers delighted with their tour included the performance of the tour guide, the arrangement of the tour, as well as the cruis…

Social servicescape effects on post-consumption behavior

Purpose The purpose of this paper is to determine the role played by the social servicescape and positive emotions in the post-use in terms of response – satisfaction, perceived value and consumer loyalty – in hedonic services. Design/methodology/approach A quantitative study was conducted to gather data from 867 opera-goers through e-mail with a link to a questionnaire. Hypotheses were tested using structural equation modeling based on partial least squares. The effects of the social servicescape and emotions as moderators were examined using interaction techniques. Findings The paper provides empirical support on the multidimensional configuration of the social servicescape composed by b…

How does sponsorship of a high-involvement sports event mark the sponsor brand? An application to public institutions

The study examines brand awareness, recall and bonding between the brand and the sponsored event, event involvement, value and the reputation of the institutional brand, as well as the perception among local attendees, using the Trinidad Alfonso Marathon celebrated in Valencia (Spain). A sample of 507 attendees (runners and viewers) was obtained and the results showed the relevance of the transfer of the perceptions of the sponsored activity to the institutional brand. Also, it was found that the type of event participation, the gender and the exposure determine different responses. The findings reveal a series of implications for brand managers in the public administration domain regarding…

Perceived value of the opera experience in the real and virtual spheres:dimensions that make the difference

“Sensing” the destination: Development of the destination sensescape index

Abstract Despite the increasing academic interest in the sensory dimension of the tourist experience, the quantitative empirical research in the field is limited by a lack of measurement instruments for evaluating the sensory stimuli perceived by tourists during a destination visit. The study addresses this gap by developing a composite index to assess the sensory destination panorama, termed as “destination sensescape”. The construct is conceptualised as a formative multidimensional variable with 5 dimensions (visualscape, smellscape, tastescape, soundscape, and hapticscape). The psychometric validity and reliability of the 17 items integrating the formative index were established by a rig…

The influence of university brand image, satisfaction, and university identification on alumni WOM intentions

This study investigates the influence of university brand image, satisfaction, and alumni’s university identification on positive word-of-mouth (WOM) intentions. The model is tested using data coll...

Analysis of the impact of length of stay on the quality of service experience, satisfaction and loyalty

Although length of stay is a relevant variable in destination management, little research has been produced connecting it with tourists' post-consumption behaviour. This research compares the post-consumption behaviour of same-day visitors with overnight tourists in a sample of 398 domestic vacationers at two Mediterranean heritage-and-beach destinations. Although economic research on length of stay posits that there are destination benefits in longer stays, same-day visitors score higher in most of the post-consumption variables under study. Significant differences arise in hedonic aspects of the tourist experience and destination loyalty. Thus, we propose that length of stay can be used a…

Handbook of Research on Gender and Marketing (Edward Elgar Publishing Limited, 2019) edited by Susan Dobscha

Handbook of Research on Gender and Marketing (Edward Elgar Publishing Limited, 2019) edited by Susan Dobscha, constitutes a key source for academics and practitioners willing to better understand how gender permeates marketing strategies, consumer experiences, public policy initiatives and marketing practices in general. The book includes 13 chapters providing different approaches from 26 academics showing that considering gender in Social Sciences research is much wider than just studying differences between men and women.

Experience management as an innovative approach in emerging Mediterranean destinations

Abstract Recent experience-centric management theory stresses the quality of the interaction between the consumer and the company as the key contributor to the creation of value. The theory follows that understanding tourists' quality of service experience (QSE) is crucial if tourism managers are to effectively support the value cocreation experience. This study examines the impact of QSE on destination image, as well as the impact of these variables on positive word-of-mouth and revisit intentions. The hypotheses are tested with data from a convenience sample of 1362 tourists who were surveyed in seven emerging Mediterranean destinations. Notably, the variable QSE is considered to be a for…

Women as Key Agents in Sustainable Entrepreneurship: A Gender Multigroup Analysis of the SEO-Performance Relationship

Literature points out that the effect of sustainable entrepreneurship on firm performance may be contingent on internal factors, such as top manager characteristics. This paper proposes that the gender of a firm&rsquo

Influence of Advertising on Brand Personality in The Airline Sector: The Case of Spain

This article outlines the findings of a study employing a partial least squares (PLS) structural equation methodology to explore the relationship among advertising and brand personality (BP) dimension of a validated Aaker's model (1997) in the airline business. BP refers to the emotional side of brand image. It is created by all experiences of consumers with a brand. The model was validated using confirmatory factor analysis and the effect of advertising on BP has been tested using PLS. The findings suggest that advertising influences the formation of BP only in the sophistication dimension. These results invite managers in the airline companies sector to develop communication strategies to…

Relationships among customer orientation, service orientation and job satisfaction in financial services

PurposeThe present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each other. It explores the relationships between CO and JS by analysing a company providing intermediation services to the banking sector, in its external finance division.Design/methodology/approachAfter the literature review, the method of empirical analysis consisting in quantitative intervention with an ad hoc survey using a structured questionnaire was developed. Regression analysis with mediation is used to contrast the hypotheses on the links between the constructs analysed.FindingsBoth reliability and factori…

Analysis of the Impact of the Triple Helix on Sustainable Innovation Targets in Spanish Technology Companies

The establishment of broad-based networks, such as the Triple Helix, for innovation and sustainability is sufficiently corroborated. In this work we suggest that the information received from the Triple Helix has a significant and different impact on the objectives of sustainable innovation, depending on whether companies cooperate or not. To this end, an empirical analysis of a stratified sample of more than 5000 Spanish medium and high technology companies in 2010-2014-2015 was carried out. The results confirm that companies that do not cooperate place more importance on the information received from the Triple Helix to establish their sustainable innovation targets.

Customer functional value creation through a sustainable entrepreneurial orientation approach

This paper advances a theoretical model to empirically test firms’ behaviour regarding sustainable entrepreneurship, enhancing what researchers have recently proposed at a solely conceptual level; this entails sustainable entrepreneurship being understood as a discipline that reliably allows organizations to successfully respond to sustainable development and market requirements. The authors suggest an integrated approach of dynamic-capabilities, S-D logic and product-service system views, which highlights the managerial predisposition to adopt a strategic position that fosters value in use (instead of regular property value), according to the current school of thoughts engaged with innovat…

Does culture affect sentiments expressed in cruise tours’ eWOM?

ABSTRACTThe study aims to examine the sentiment differences in the content of cruise tour online reviews across North Americans and Europeans, as representing the two largest cruise markets. Dictionary-based sentiment analysis has been carried out on 1127 reviews on guided tours retrieved from TripAdvisor. The results indicate significant differences in the sentiment score of the reviews, with North Americans’ texts being more emotionally charged than the European ones. In addition, North Americans’ reviews conveyed a more positive affect and had a more subjective and intimate tone, while those written by Europeans contained a smaller amount of sentiment-bearing words and their tone was mor…

Exploring the links between destination attributes, quality of service experience and loyalty in emerging Mediterranean destinations

Abstract Since the publication of the “Experience Economy” work by Pine and Gilmore in 1999, understanding the increasing complexity of the customer experience within the customer journey in the tourism industry is a priority for researchers and destination management organizations. This study contributes to the extension of the Experience Economy in tourism research by examining the links between tourists' assessment of destination attributes, their perceived quality of the service experience and loyalty, in seven emerging Mediterranean destinations. To date, little research has explored the aforementioned aspects, even though the Mediterranean region is the leading tourism destination in …

Sustainable Entrepreneurial Orientation: A Business Strategic Approach for Sustainable Development

This paper proposes sustainable entrepreneurial orientation (SEO) as a multidimensional construct that offers researchers the possibility of empirically testing their theoretical proposals in the sustainable entrepreneurship field. The authors propose an integration of different theories. In accordance with the dynamic capabilities view, SEO is approached under an organizational paradigm of strategic orientations delimited by competitive culture and multiple orientation perspectives. Furthermore, SEO's nature is conceived at a firm-based entrepreneurship level and is based on an integrated triple bottom line sustainability. This approach is conceptualized using a categorization scheme and d…

Cross-cultural Perceptions of Onshore Guided Tours: A Qualitative Approach Based on eWOM

Recognizing the importance of the study of guided tour experiences and being aware of the cross-cultural variations of services’ perceptions, the purpose of this article is to examine if cruise tourists from the two main generating markets (Europe and North America) perceive differently a port of call guided tour based on the content of the eWOM generated. The data set was comprised of 334 reviews on guided tours undertaken in Spanish ports of call and published during the period 2009–2015 on the major travel Web site Tripadvisor. The thematic content analysis of the data was performed using the text mining software Leximancer. The results yielded different pictures for the experiences desc…

The value of B2B relationships

PurposeThe purpose of the paper is to contribute to the knowledge of how relationship value, trust, commitment, satisfaction and loyalty intentions are defined and relate to each other. It explores these relationships in the business‐to‐business (B2B) context by analysing manufacturing companies regarding to their main supplier.Design/methodology/approachAfter the literature review and several in‐depth interviews, a method of empirical analysis consisting of quantitative intervention with an ad hoc survey using a structured questionnaire has been developed. Structural equations modeling is used to contrast the hypotheses on the links between the constructs analysed.FindingsConfirmatory fact…

Exploring the concept of perceived sustainability at tourist destinations: a market segmentation approach

The concept of sustainability as perceived by tourists has rarely been studied and much less considered as a basis for segmentation. This article provides a conceptual framework based on tourists’ ...

ENVIRONMENTAL SUSTAINABILITY IN THE MEDITERRANEAN DESTINATIONS: A LATENT CLASS SEGMENTATION ANALYSIS

This article addresses a cross-destination research to study a key issue for the growth and competitiveness of the tourism sector, which is the perceived environmental sustainability of a destination. Particularly, a segmentation analysis is developed to examine potential unobserved heterogeneity across tourists regarding their perception of environmental sustainability of the destination. 918 tourists of five Mediterranean Sea Basin cities are studied using a latent class segmentation technique. Results show the existence of three differentiated latent clusters of tourists with low, medium and high perception of environmental sustainability respectively, confirming the validity of this var…

Online value creation in small service businesses: the importance of experience valence and personal values

Perceived value is of great interest in current marketing research. However, in the area of Internet as a shopping channel of small businesses, there has been little analysis of customer perceived value and its determinants. This paper examines two little analysed aspects of value creation, experience valence and personal values. The analysis of data from a survey of tourism service purchase shows that experience valence, in terms of relevant information, ease of use and customer service, clearly influences perceived value after the online shopping experience. In contrast, only personal values of sense of security and sense of accomplishment influence perceived value.

Exploring multisensory place experiences through cruise blog analysis

Un enfoque de marketing de relaciones a la educación como un servicio: aplicación a la Universidad de Valencia

Esta investigación se plantea como una aproximación exploratoria a la vez que innovadora, en la medida en que su objetivo básico es el de aplicar el paradigma del marketing de relaciones al análisis de la gestión educativa. Más concretamente, lo que se persigue es construir un modelo integrado de relaciones entre el egresado y la universidad. Se realizaron 500 encuestas a egresados de una universidad española y se utilizaron modelos de ecuaciones estructurales para contrastar las relaciones planteadas. La aportación fundamental del trabajo radica en la conceptuación y medición de variables relativas al comportamiento y percepción de los egresados. Los resultados más relevantes confirman tre…