Search results for " leisure"
showing 10 items of 738 documents
An integrated fuzzy-stochastic model for revenue management: The hospitality industry case
2016
Revenue management aims at improving the performance of an organization by selling the right product/service to the right customer at the right time. This task is very dependent on uncontrollable external factors. In the hospitality industry, rooms of the hotel represent perishable assets and fixed capacities at the same time. Therefore, in the case of a stochastic process for customers calling in reservations prior to a particular booking date, a common problem for hotels is to devise a policy for maximizing the total expected profit conditional on the set of bookings. We propose a fuzzy model for the hotel revenue management under an uncertain and vague environment. Fuzziness of objectiv…
The value proposition of food delivery apps from the perspective of theory of consumption value
2021
Purpose The theory of consumption values (TCV) has successfully explained much consumer choice behavior, but few studies have investigated the values that drive food-delivery application (FDA) use. This study aims to bridge this gap by extending the TCV to the FDA context to examine food consumption-related values and interpreting and rechristening generic consumption values to adapt the TCV to the FDA context. Design/methodology/approach An explorative mixed-method research approach was taken to conduct focus group discussions with 20 target users to develop the questionnaire and then administer it for a cross-sectional survey (pen and pencil) to FDA users aged 22–65 years; 423 complete r…
Investigating Customer Satisfaction in a Health Club Context by an Application of the Tetraclasse Model
2006
International audience; Although customer satisfaction is recognised as a key driver for positive organisational outcomes, the nature and the role of the service attributes contributing to satisfaction are still misunderstood, and are most often evaluated by service quality dimensions. This study attempts to explore these attributes and their contribution to satisfaction in a sport service context using Llosa's Tetraclasse model which hypothesises that some service attribute weights are performance related whereas others are not. This application on a sample composed of 184 customers from five French health clubs indicated four satisfaction contribution types. The results suggest that the q…
Insights into online reviews of hotel service attributes: A cross-national study of selected countries in Africa
2018
Online travel reviews are paramount to trip planning because they help consumers’ form images of destinations. Despite ample studies on hotel service attributes, knowledge is scarce regarding culturally nuanced attributes, including security perceptions. This study examines consumers’ perceptions of service attributes and security/safety concerns of hotels in Africa. Data were extracted from three hotel categories (3, 4, and 5-stars), which were based on TripAdvisor rankings from Egypt, Ghana, Kenya, Nigeria, and South Africa. A hybrid analysis revealed that hotel service attributes and security/safety are cardinal evaluation criteria for visitors to Africa. Additionally, our study reveals …
The quality‐value‐satisfaction‐loyalty chain: relationships and impacts
2013
PurposeThe purpose of this paper is to explore the classical topics of services literature in a tourism experience with a means‐end‐model on the quality‐value‐satisfaction‐loyalty chain. Within this wide stream of research, this work has a particular interest on value antecedents and on the sense of the link between value and satisfaction.Design/methodology/approachAn overall tourism experience with positive and negative antecedents (benefits and sacrifices experienced) and classical evaluations (perceived value, satisfaction and loyalty as behavioral intention) is analyzed through two competing structural models measured with partial least squares on a sample of 274 students traveling in g…
Effects of dissatisfaction in tourist services: The role of anger and regret
2011
Abstract Dissatisfied customers due to a service failure probably will switch the provider, will complain and/or will spread negative word-of-mouth. However, to what extent some specific emotions triggered by dissatisfaction can mediate between the latter and the previous mentioned behaviours? A sample of 359 users of restaurants and 308 users of hotel services has shown that, whereas anger has a significant influence on the three behaviours under study, regret only affects switching and negative word-of-mouth. Furthermore, slight differences between hotels and restaurants have been found because, in the case of restaurants, anger is not an antecedent of switching whereas regret has an inve…
Can advanced technology affect customer-based brand equity in service firms? An empirical study in upscale hotels
2016
Purpose– The purpose of this paper is to empirically test the impact of perceived information and communication technology (ICT) on creation of brand equity within service firms, more specifically upscale hotels. The relationships between ICT and three brand equity dimensions, i.e. brand image, perceived quality, and brand loyalty are examined.Design/methodology/approach– The empirical research was conducted in 20 upscale hotels in Rome-Italy, collecting data from 335 guests.Findings– Advanced ICT directly influences perceived quality and image, while the impact of ICT on loyalty is mediated by perceived quality. Additionally, positive and significant relationships are found between the thr…
The impact of service bundles on the mechanism through which functional value and price value affect WOM intent
2017
Purpose The purpose of this paper is to contribute toward the current limited understanding of service bundles by investigating how purchasers of combined product-service bundles (bundle customers) differ from those purchasing a product and associated service separately (non-bundle customers). Design/methodology/approach The hypothesized effects were tested on a representative sample of mobile phone subscribers in Finland, through a multi-group moderated analysis using variance-based structural equation modeling. Findings While functional value had a stronger effect on attitude for bundle customers, price value is a stronger determinant of attitude for non-bundle customers. There was no di…
Leisure, Social Capital and Life Turns in Deviant Youth
2017
The production of social capital in a specific area of everyday life such as leisure time and the different socio-cultural contexts it is experienced in is a very interesting research issue, especially in the light of certain pecific meanings of the notion of social capital, such as Bourdieu's or, more recently, Putnam's. Nonetheless, this research issue is scarcely taken into consideration in Italy. Albeit inexaustively, this paper intends to introduce this issue starting from a brief review on the generation of social capital in youth's leisure time contexts. In the first paragraph I problematize the notion of social capital as referred to leisure time "contexts" as well as analyze either…
Conceptualizing and measuring loyalty: Towards a conceptual model of tourist loyalty antecedents
2011
Research on loyalty in tourism is becoming an area particularly relevant in the design of strategies for tourism companies oriented towards creating and continuing customer relationships. In this context, the present paper aims at studying loyalty formation in its two approaches (attitudinal and behavioral) from a dual purpose. First, we conduct a literature review on loyalty conceptualization in the context of tourism and focus on the main background — satisfaction, service quality, value and customer commitment — and moderator variables — consumer variety seeking and demographic characteristics. Then a model about direct and indirect relationships between these variables is presented. Ne…