Search results

Bitner’s (1992) concept of servicescape has received widespread academic attention, resulting in many conceptual and empirical studies. By scanning the servicescape literature and other relevant concepts, Pizam and Tasci (2019) provided experienscape, an expanded version of servicescape, to be measured from different stakeholders’ perspectives with a multidisciplinary approach. This paper aims to build on Pizam and Tasci’s conceptualization of experienscape and expand its nomological network with other pertinent concepts related to different stakeholders with an interdisciplinary approach.

This is a conceptual study analyzing diverse literature related to servicescape, experienscape and other related concepts and theories to provide an integrated and holistic picture of experienscape for more robust theory development. Several new relationships are synthesized for hypothesis development and testing in future research.

The review of past research reveals that servicescape literature has mostly focused on outcomes for the benefit of brands and firms and missed outcomes for consumers and other stakeholders. In addition, servicescape literature lacks several critical concepts in the affective, cognitive and behavioral reaction domains, as well as moderator factors. The relevance of some theories such as branding (e.g. brand identity, personality, image, perceived quality, consumer value, brand value and self-congruity), cocreation/coproduction/codestruction, transformation, subjective happiness, subjective well-being and quality of life is completely overlooked.

Experienscape is a container of complex systems where needs, wants and expectations of multiple stakeholders are entertained, often at the same time through dynamic interactions among multiple stakeholders. Thus, a holistic understanding of experienscape requires dynamic integration of theories explaining the behavior of different stakeholders by cross-fertilizing theories through interdisciplinary research rather than unidisciplinary or multidisciplinary research conducted in separate silos.

By adopting Pizam and Tasci’s (2019) experienscape concept, this study expanded the relational network of service environment components (i.e. sensory, functional, social, natural and cultural components of experienscape) by incorporating diverse theories and concepts that explain cognitive, affective and conative reactions of different stakeholders to an experience environment. Additionally, the current study recommends attention to human-centric outcomes such as transformation, subjective well-being, subjective happiness and quality of life, which were completely overlooked in previous servicescape research.

The purpose of this paper is to: distinguish between financial brand equity and perceptual brand equity; distinguish among different stakeholder perspectives on customer-based brand equity, consumer-based brand equity (CBBE) (consumer, customer, employee and resident); contrast the original definitions and measures of CBBE by Aaker and Keller; identify the deviations from the original conceptualizations and measures of CBBE by Aaker and Keller; discuss the evolution of the most commonly used CBBE components; analyze the structural relations of the most common CBBE components and generate conceptual, structural, relational and methodological suggestions for future research.

This critical review conducted a narrative analysis of the perceptual brand equity literature (CBBE) by inventorying about 200 empirical and conceptual CBBE studies in several different contexts. Studies that included CBBE, brand equity, customer-based brand equity and consumer-based brand equity were included in this review. Only 87 representative studies that either conceptually defined or empirically measured CBBE and its components were included in the deep analysis.

The review revealed that the literature is divergent in terms of CBBE components or structural relations among components in any context including tourism and hospitality. Even though about 40 different CBBE components exist in different contexts, the totality of the CBBE literature reflects a consensus on five components of CBBE, brand familiarity/brand awareness, brand image/brand associations, perceived quality, consumer value and brand loyalty, all of which collectively define the total meanings of a brand from consumer/customer perspective.

Keeping these five components intact, this study suggests a concise CBBE definition, conceptual clarifications for these components, a model reflecting their structural relations and a framework of parsimonious measures. The study makes future research recommendations in terms of using uniform CBBE components, measures and relational structure among components, identifying the relationship between CBBE and financial-based brand equity and comparing different stakeholder perspectives on CBBE in future research.

With these observations and suggestions, this critical review provides a guideline for more robust theory development of the CBBE construct. Additionally, it offers a parsimonious and practical CBBE blueprint for the practitioners who include CBBE as a strategic market metric in their marketing and research plans. Furthermore, it suggests standardization in CBBE research to enable systematic reviews with meta-analysis of the CBBE literature in the future. Using standard components, measures and relational models in CBBE research, as was suggested in this study, would allow meta-analysis for a meaningful comparison of results between different brands, products and even industries.

This study aims to uncover socio-demographic, psychographic and behavioral characteristics of sustainable consumers as a means to advance the demand for sustainability practices by the tourism and hospitality industry. Socio-demographic and psychographic variables were tested for their influence on an individual’s self-assessment as a sustainable consumer, which was then tested for its influence on behavioral outcomes in the form of environmental and social sustainability concerns, objects of sustainability concerns, subjects considered responsible for sustainability and tourism choice vis-à-vis mass vs alternative forms of tourism.

Because of the paucity of a well-established and robust theory on the characteristics of sustainable consumers, both content analysis of the literature and quantitative analysis of survey data were used to identify the socio-demographic, psychographic and behavioral characteristics of consumers. Plausible variables identified in the literature were filtered through principal component analysis and ordinary least squares regression analysis to fine-tune the variables a priori to develop a suitable model, which was subjected to partial least squares-structural equation modeling to further trim variables a posteriori by testing their reliability and validity.

Understanding who sustainable consumers are and what they are likely to believe and do is imperative for increasing sustainable practices by the industry. The study shows that people who consider themselves to be sustainable consumers are likely to have higher levels of ethical views, be more feminine and more liberal in personality, demonstrate concern with environmental and social sustainability issues, consider all pertinent parties responsible for sustainability and chose alternative forms of tourism over mass tourism. The study implies that general American consumers have the potential to buy into sustainability practices.

Despite researchers’ sporadic attempts to describe different characteristics of sustainable consumers and sustainable tourism consumers, past research has not substantiated a comprehensive description of who is a sustainable consumer in terms of socio-demographics, psychographics and behavioral characteristics. The literature on sustainable consumer characteristics is scarce and atheoretical; thus, the current study sets the stage for the development of this area of work across all sectors of the global tourism and hospitality industry. The model test results provide a clear profile of sustainable tourism consumers in socio-demographic, psychographic and behavioral domains for the industry to respond to.

可持续旅游消费者：社会人口学, 心理变数, 以及行为的特征

本研究旨在揭示可持续消费者的社会人口学, 心理变数, 以及行为的特征, 并以此作为推动旅游业和款待业对可持续发展实践需求的一种手段。本研究首先测试了两个变量：社会人口学特征和心理变数特征对个人作为可持续消费者的自我评估的影响; 然后测试了其对消费者行为性后果的影响, 包括对环境和社会可持续性问题的关注, 关注的主题, 对可持续性问题责任性的关注, 以及针对大众和其他旅游形式选择的比较。

由于缺乏关于可持续消费者特征的公认理论, 本研究采用了对相关文献内容的定性分析和对调查数据的定量分析来识别消费者的社会人口学, 心理变数, 以及行为特征。在建立合适的模型之前, 研究通过采用主成分分析（PCA）和普通最小二乘法（OLS）回归分析, 首先对文献中已识别的合理变量进行过滤和调整。继而基于偏最小二乘-结构方程建模（PLS- SEM）对可靠性和有效性的测试, 来进一步确定后验变量。

了解可持续消费者的界定, 以及他们的信念和行为对于行业增加可持续性实践至关重要。该研究表明, 当人们认为自己是可持续消费者时, 他们便可能具有更高水平的道德观念, 具有更加女性化和自由的个性, 表现出对环境和社会可持续性问题的关注, 对可持续发展责任性的考虑更全面, 以及对其他旅游形式选择的偏爱。本篇研究的结果显示出普通美国消费者具有实践可持续性行为的潜力。

尽管以往的研究曾零星地尝试描述可持续消费者和可持续旅游消费者的不同特征, 但并未从社会人口学, 心理变数, 以及行为特征这几个方面去全面地界定和证明可持续消费者。文献中依然缺乏关于对可持续消费者特征更加理论性地讨论。因此, 本研究旨在为全球旅游业和款待业的各个领域对于可持续旅游的讨论和发展奠定基础。模型测试的结果也为行业提供了一个关于可持续旅游消费者的社会人口学, 心理变数, 以及行为特征的理论框架, 以供行业响应。

El consumidor de turismo sostenible: Características sociodemográficas, psicográficas, y de comportamiento

Este estudio busca revelar las características sociodemográficas, psicográficas, y de comportamiento de los consumidores responsables para promover la demanda de prácticas de sostenibilidad en la industria del turismo y la hospitalidad. Se evaluaron variables sociodemográficas y psicográficas para determinar su influencia sobre la autoevaluación de un individuo como consumidor responsable, que después se evaluó para determinar su influencia en resultados conductuales, específicamente preocupaciones de sostenibilidad medioambiental y social, objectos de preocupaciones de sostenibilidad, sujetos considerados responsables de la sostenibilidad, y la elección de turismo de masas versus turismo alternativo.

Debido a la falta de teoría robusta y bien establecida sobre las características de los consumidores responsables, un análisis de contenidos de la literatura y un análisis cuantitativo de datos obtenidos a través de una encuesta se utilizaron para identificar las características sociodemográficas, psicográficas, y de comportamiento de los consumidores. Las variables plausibles identificadas en la literatura fueron filtradas a través de un análisis de componentes principales (ACP) y un análisis de regresión por mínimos cuadrados ordinarios (MCO) para afinar a priori las variables para el desarrollo de un modelo adecuado, el cual fue evaluado utilizando un modelo de ecuaciones estructurales por el método de mínimos cuadrados parciales (PLS-SEM por sus siglas en inglés) que permitió seguir afinando las variables a posteriori por medio de la evaluación de su confiabilidad y validez.

Entender quiénes son los consumidores responsables y qué son propensos a creer y hacer es imperativo para aumentar las prácticas sostenibles en la industria. El estudio demuestra que las personas que se consideran consumidores responsables son más propensas a tener niveles más altos de opiniones éticas, a tener personalidades más femeninas y liberales, a demostrar preocupación por los problemas de sostenibilidad medioambiental y social, a considerar a todas las partes pertinentes como responsables de la sostenibilidad, y a escoger formas alternativas de turismo en vez de turismo de masas. El estudio sugiere que los consumidores americanos en general tienen el potencial de apoyar prácticas sostenibles.

A pesar de los intentos esporádicos de otros investigadores para describir las diferentes características del consumidor responsable y de los consumidores de turismo sostenible, las investigaciones anteriores no han generado una descripción completa de quién es un consumidor responsable en términos de sus características sociodemográficas, psicográficas, y de comportamiento. La literatura sobre las características del consumidor responsable es escasa y sin bases teóricas; por lo tanto, este estudio sienta las bases para el desarrollo de esta área de investigación en todos los sectores de la industria global del turismo y la hospitalidad. Los resultados de la evaluación del modelo proporcionan un perfil claro de los consumidores de turismo sostenible en los ámbitos sociodemográficos, psicográficos, y de comportamiento para que la industria responda.

The influence of different factors including emotional states on loyalty has been previously discussed in the literature. However, the influence of post-visit emotions evoked by emotional stimuli on tourist loyalty lacks empirical attention. The purpose of this study is to investigate the effects of post-visit emotional stimuli on destination loyalty.

The study applied an online scenario-based experimental design to identify the impact of positive and negative affective pictorial stimuli on destination loyalty. A sample of 500 adult US residents who visited Orlando within the past 12 months was recruited to take part in the experiment. One-way ANOVA was used to compare the loyalty of three groups, two of which were manipulated with emotional stimuli, positive pictures and negative pictures and one control group with no pictures.

Results show that it is possible to influence visitor loyalty after visitation. Post-visit exposure to positive emotional stimuli generates higher levels of destination loyalty, while negative emotional stimuli generate lower levels of destination loyalty, in comparison with no stimuli scenario.

The study adds to the literature by providing support for the influence of post-visit emotional stimuli on destination loyalty, which lacked empirical attention, thus, far. As visitor experience lasts much longer than the visit itself, the study results are significant for increasing destination loyalty after the trip.

Despite ample attention to perceived risk and its consequences on tourist behavior, characteristics of travelers who are anti-gun or pro-gun have received little attention in tourism literature. This study aims to investigate anti-gun and pro-gun attitudes and their correlates for Florida, a state with relatively relaxed gun laws as well as significant tourism activity.

Qualtrics survey design tools were used to design a structured questionnaire, which was then administered to a random sample of registered survey takers on MTurk. A total of 1,692 cases were analyzed with SPSS Version 24.0.

Results revealed that gender, education level, ethnicity, visitor experience, and personality traits of emotion-based decision-making and risk-seeking influence travelers’ tendency for anti-gun or pro-gun attitudes toward Florida as a destination. In turn, these attitudes were found to be related to perception of risks in Florida, its perceived safety and desirability as a travel destination and visitor satisfaction and likelihood of repeat visitation.

Leniency in gun laws has been a concern for the safety in the USA for local residents and tourists alike; however, there is a lack of attention on the characteristics of anti-gun and pro-gun individuals and their likely behavior related to a tourist destination with relaxed gun laws. Thus, the current study investigated who are likely to be anti-gun or pro-gun and what are their likely behaviors towards such a destination, Florida in the USA. The current study initiates this dialogue to explore uncharted territory in tourism research.

The purpose of this paper is to measure country image and destination image of Brazil and identify influential information sources as image agents that help forming these images.

An online sample of respondents residing in the USA was surveyed using a structured survey design. County image, destination image and information sources were measured using seven-point Likert scales. Frequencies, descriptives, correlation analyses, t-test and ordinary least squares regression were used to analyze the data.

The findings revealed that Brazil’s destination image is stronger than its country image. Brazil’s destination image is rated above the middle rank (4) on the seven-point scale, the strongest attributes being scenic beauty, beaches and water attractions. Its country image, on the other hand, is below the middle rank (4) on the seven-point scale. Correlated with seven of the nine country image items, general knowledge from school is potentially the most influential agent for country image while word-of-mouth, printed or online news media and TV programs are potentially the most influential agent for destination image.

The image of Brazil has not been a focus of existing empirical research. Also, this study bridges the gap between country image and destination image in relation to information sources.

This study aimed to identify both visitors’ and residents’ general wine consumer typology as well as their typology specific to a wine destination, Florida, and investigated the influences of these typologies on consumer motivation to visit a winery in Florida and their motivations’ influences on their satisfaction with the winery visit and loyalty in the way of likelihood to revisit.

Two studies were conducted to identify the wine consumer typology and its influences, one with residents of a wine destination and one with its visitors. In both studies, the same cross-sectional survey design was conducted. The survey was designed using the survey design tools of Qualtrics.

Study results showed similar general wine consumer typology for both visitors and residents but slight differences in the destination-specific wine consumer typology. Results also revealed differences in the influences of these typologies on motivation, with different influences on satisfaction and loyalty for the two segments.

Even though consumer typologies have been discussed in tourism destination decision-making and choice, consumer typology in wine destination consumption has been lacking in the literature. To the best of the authors’ knowledge, this is the first study to identify both visitors’ and residents’ general wine consumer typology as well as their typology specific to a wine destination, Florida, and to investigate the influences of these typologies on consumer motivation to visit a winery in Florida and their motivations’ influences on their satisfaction with the winery visit and likelihood to revisit.

此文章通过两项研究来探讨葡萄酒消费者类型及其影响, 一项针对葡萄酒目的地的居民, 另一项针对其游客。这两项研究采用了设计相同的调查问卷, 该调查问卷的设计使用了 Qualtrics 的调查设计工具。

该研究旨在归纳游客和居民的葡萄酒消费者类型以及他们在佛罗里达州葡萄酒目的地的特定类型, 并调查了这些类型对消费者参观佛罗里达州酒庄的动机的影响以及他们的动机对其满意度和再次参观酒庄意愿的影响。

研究结果显示, 游客和居民的葡萄酒消费者类型相似, 但特定目的地的葡萄酒消费者类型略有不同。 结果还揭示了这些类型对动机的影响存在差异, 对游客和居民的满意度和忠诚度的影响也不同。

尽管文献已经讨论了旅游目的地决策和选择背景下的消费者类型, 有关葡萄酒目的地消费的消费者类型的研究却相对缺乏。此文章旨在发掘游客和居民的葡萄酒消费者类型以及佛罗里达州葡萄酒目的地特有的消费者类型, 并调查这些类型对消费者参观佛罗里达州酒庄动机的影响以及此动机对酒庄参观的满意度和再次参观的可能性的影响。

Se realizaron dos estudios para identificar la Tipología del Consumidor de Vino y sus influencias, uno con residentes de un destino enoturístico y otro con sus visitantes. En ambos estudios se llevó a cabo el mismo diseño de encuesta transversal. La encuesta se diseñó utilizando las herramientas de diseño de encuestas de Qualtrics.

El estudio identificó la tipología general del consumidor de vino tanto de los visitantes, como de los residentes, así como su tipología específica para un destino vinícola, como el de Florida, e investigó las influencias de estas tipologías en la motivación del consumidor para visitar una bodega en Florida y las influencias de sus motivaciones en su satisfacción con la visita a la bodega y la probabilidad de volver a visitarla

Los resultados del estudio mostraron una tipología general del consumidor de vino similar tanto para los visitantes, como para los residentes, pero ligeras diferencias en la tipología del consumidor de vino específica del destino. Los resultados también revelaron diferencias en las influencias de estas tipologías sobre la motivación, con distintas influencias sobre la satisfacción y la fidelidad para los dos segmentos.

Aunque se ha hablado de tipologías de consumidores en la toma de decisiones y la elección de destinos turísticos, la tipología de consumidores en el consumo de destinos vinícolas ha estado ausente en la literatura. Éste es el primer estudio que identifica tanto la tipología general del consumidor de vino de los visitantes y residentes como su tipología específica para un destino vinícola como el de Florida, e investiga las influencias de estas tipologías en la motivación del consumidor para visitar una bodega en Florida y las influencias de sus motivaciones en su satisfacción con la visita a la bodega y la probabilidad de volver a visitarla.

This opinion piece calls for a consolidation of theories through integrative literature reviews to set forth the path for holistic theory development in future research.

This is a perspective article.

It is difficult to substantiate the value of tourism and hospitality researchers’ contribution due to the fragmented nature of research because researchers typically conduct their studies in silos, sometimes completely detached from others who study similar or even the same concepts using different terminology.

This perspective article suggests critical and integrative literature reviews to consolidate concepts, models, theories, taxonomies and typologies for more holistic theories.

Tourism activities inherently include the liminoid state of mind that impels people to go out of ordinary behavior, some of which is inversionary. The purpose of this paper is to explore travelers’ cruise behavior as related to their needs while entering and experiencing a cruise trip.

A total of 395 vacationers were sampled and surveyed about their selected top three factors for cruising, motivations for cruising and needs while cruising. The sample was grouped into inversioners and rejuvenators to see if there was any evidence of liminoid behavior in cruising needs and what they may be.

The results show that the important reasons to choose cruises for vacation are aligned with past literature showing that people choose cruises for vacation mostly for the good value of the food and beverage bundled with good climate, entertainment appropriate for quality time with family and for rest and relaxation. In addition, the results on motivations to go on a cruise show that lower-level needs on Maslow’s hierarchy of needs have more importance than the higher-level needs.

The current study was conducted on an online platform. Future research with panels of cruise travelers across all the stages of liminoid behavior, before, during and after a cruise trip, may provide valuable findings in terms of changes in needs and motivations.

The inversionary tendency of cruise travelers implies for the cruise industry the need to create an alternative (or inversionary) routine restoring the basic needs, while still providing enough opportunities for self-actualization that may foster balanced travel experiences for human growth and development. Providing a more balanced product and service offering may be strategic for the cruise companies because the activities geared for higher-level needs may provide memorable experiences and hence induce consumer loyalty after the trip is completed.

The focus on eating and drinking during cruises may be providing cruise travelers with instant gratification during the span of the cruise. However, the consequences for the individual travelers, the industry, destinations and the environment may not be as gratifying. For a more responsible tourism, cruise travel may need an image makeover highlighting different packages within a cruise to better align with the desired needs of different segments of cruisers.

The study contributes to the understanding of the second or “transition” stage in liminal theory in tourism and is one of the first to examine the liminoid state of mind using a basic-needs approach for studying cruise traveler needs. Further, it contributes by exploring liminoid behavior of a group of people in the context of the same type of travel, cruise, rather than investigating liminoid behavior across different types of travel, thus allowing segmentation possibilities for the cruise industry.

The current study aims to develop a comprehensive model of cocreation and immersion/engagement for café brands as well as their antecedent and consequences in a café brand context. Inherently involving highly socially involving consumption settings, cafés are particularly conducive to brand cocreation.

The current study tested a model of these relationships by analyzing data from customers of a local café and those of a global café, Starbucks, situated in the same town, Karakoy, in Istanbul, Turkey. Data from 241 respondents were analyzed using partial least squares structural equation modeling (PLS-SEM) to test the model of the study.

Results show that sense of brand community is a powerful predictor of cocreation and brand immersion, which are also important antecedents of attitude toward a brand including, cognitive, affective and conative dimensions. Results also revealed slight differences between the local and global brands in terms of brand cocreation's influence on brand trust and loyalty.

The study is conducted with a limited number of customers of two cafés in a city in Turkey. Future research with the customers from other locations of these cafés, especially the multinational customers of the international café brand is needed to retest the model for its validity.

The significant differences between ratings of local and global café brands are positive news for local and traditional cafés that are losing considerable market share to their global competitors. Strategic cocreation implementations can be used to instill special and robust relationships with consumers.

The study provides evidence that in highly socially dynamic brand contexts, such as café brands, brand community is a critical predictor of cocreation and brand immersion, which then affect attitude toward a brand with cognitive, affective and conative dimensions, reflected in brand trust, brand love, satisfaction with the brand, brand commitment and brand loyalty.