Service quality at the cellar door: a lesson in services marketing from Western Australia's wine-tourism sector.

2009 ◽  
pp. 251-261 ◽  
Author(s):  
M. O'Neill ◽  
S. Charters
Keyword(s):  
Service Quality ◽  
Services Marketing ◽  
Wine Tourism ◽  
Tourism Sector

E-Service Marketing

2014 ◽  
pp. 1-8 ◽  
Author(s):  
Ali Ghorbani ◽  
Emel Kursunluoglu Yarimoglu
Keyword(s):  
Service Quality ◽  
Paradigm Shift ◽  
Business Models ◽  
Service Marketing ◽  
Services Marketing ◽  
Internet Marketing ◽  
Information Economy ◽  
Electronic Networks ◽  
Customer Interface

In the cyber era, the extension of the information economy and electronic networks has caused the shifting of the economy from goods to services and emerging e-service marketing. The synthesis of Internet marketing and services marketing has formed this new area of marketing. This chapter starts with introducing e-service marketing and comparing components of traditional and electronic services marketing. The click-only and click-and-mortar business models are described as types of e-tailing. Afterward, the paradigm shift from traditional e-commerce to e-service is investigated. In order to measure of e-service quality, some scales are discussed. Finally, the chapter suggests 7Cs of the customer interface in e-service marketing.

Medical Tourism Service Quality

2015 ◽  
pp. 149-180
Author(s):  
Bikash Ranjan Debata ◽  
S. S. Mahapatra ◽  
Bhaswati Patnaik
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Medical Tourism ◽  
Validity And Reliability ◽  
Tourism Sector ◽  
Confirmatory Factor ◽  
The World ◽  
Information And Communication ◽  
National Boundaries ◽  
Tourism Service

Medical tourism, a growing phenomenon in the world today, possesses a worthwhile potential for the economic development of any country. Globalization, development of information and communication technology (ICT) and adherence to the international quality standards potentially result in a significant increase in the movement of patients and healthcare professionals across national boundaries. The demand for medical tourism in India is experiencing a tremendous growth. However, the Indian medical tourism sector faces various challenges. Since India attempts to position itself as one of the preferred global medical tourism hub, a thorough understanding of means to attract, satisfy and retain medical tourists is extremely important. Five hundred and thirty four (534) useful responses in two different phases is collected and tested to examine the validity and reliability of the scale to ensure a quantitative and statistically proven identification of the responses. The exploratory factor analysis (EFA) is used to identify the underlying dimensions of medical tourism service quality for medical tourism in India. Next, confirmatory factor analysis (CFA) was used to confirm the factor structure of the constructs and validate EFA results.

Empowerment in Tourism

2020 ◽  
pp. 55-76
Author(s):  
Güllü Gençer ◽  
Kansu Gençer
Keyword(s):  
Customer Satisfaction ◽  
Literature Review ◽  
Service Quality ◽  
Competitive Advantage ◽  
Direct Relationship ◽  
Management Control ◽  
Employee Empowerment ◽  
Tourism Sector ◽  
Service Presentation ◽  
Customer Satisfaction And Loyalty

Empowerment is an approach that provides employees to participate in the management, control the processes, and decide about the problems by taking initiatives. Employee empowerment is important to develop service quality, respond faster to customer needs, ensure customer satisfaction and loyalty, and provide competitive advantage to the organization. In this context in the tourism sector where service presentation and consumption take place in a direct relationship with the customer, employees should be empowered. In this chapter, definition and importance of employee empowerment, employee empowerment approaches, concepts about the employee empowerment, employee empowerment elements, methods that enable employee empowerment, employee empowerment in tourism organizations, and the benefits of employee empowerment are explained by literature review.

Analysis of Online Hotel Reviews During the COVID-19 Pandemic Using Topic Modeling

2021 ◽  
pp. 478-494
Author(s):  
Özlem Ergüt
Keyword(s):  
Text Mining ◽  
Service Quality ◽  
Topic Modeling ◽  
Online Reviews ◽  
Current Situation ◽  
Tourism Industry ◽  
Daily Lives ◽  
New Normal ◽  
Tourism Sector ◽  
The World

The world is facing the COVID-19 pandemic that has impacted economies and millions of people worldwide. The fact that COVID-19 is highly contagious from person to person has greatly affected the daily lives of people, and it has also had a devastating effect on many sectors, particularly the tourism industry. In order to mitigate losses for the tourism sector and for it to gain a new dynamism under the current pandemic conditions, monitoring and analyzing online reviews is an important factor for better understanding the needs and desires of customers. The purpose of this study was to determine the main topics in online reviews by foreign guests staying in İstanbul during the pandemic period using text mining techniques. The information obtained as a result of the analysis is important in terms of understanding how to manage the current situation, developing suggestions for solutions, improving service quality, making future decisions, and adapting to the new normal.

Inspiring winery experiences to benefit destination branding? Insights from wine tourists at Yantai, China

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kyuho Lee ◽  
Stella Kladou ◽  
Ahmet Usakli ◽  
Yunxia Shi
Keyword(s):  
Service Quality ◽  
Brand Equity ◽  
Structural Equation ◽  
Equation Modeling ◽  
Convenience Sample ◽  
Content Type ◽  
Wine Tourism ◽  
Chinese Wine ◽  
Destination Brand ◽  
The Impact

PurposeThe purpose of this study is to explore the impact of service quality on the formation of destination brand equity through customer satisfaction at a winery, from the perspective of Chinese wine tourists.Design/methodology/approachThis study utilized a survey research design. A convenience sample of 311 visitors to a major winery located in Yantai, China, was surveyed, and 265 useable questionnaires were analyzed. To analyze the data, the study used partial least squares structural equation modeling (PLS-SEM).FindingsThe results of the study reveal that service quality at a winery is a significant determinant of winery satisfaction among Chinese wine tourists, which in turn affects the brand equity of a wine tourism destination.Research limitations/implicationsThis study contributes to the growing body of literature focusing on identity-based branding in the context of wine tourism. As such, this study brings together knowledge of a place branding dimension (i.e. destination brand equity), satisfaction and tourism experience at a winery.Practical implicationsThe results suggest that the road to favorable assessments of a wine destination brand (macro level) go through a satisfying experience at a winery (micro level). Therefore, the need to co-create the wine experience through various stakeholders' involvement is crucial for the success of wine tourism.Originality/valueExtant wine studies often highlight western wine tourists' behavior and examine central behavioral constructs such as winery service quality and satisfaction. This study extends previous research by: (1) investigating the issue from Chinese wine tourists' perspective and (2) integrating the destination brand equity of a wine region to current investigations that commonly focus on the service quality of a winery and wine tourists' satisfaction.

scholarly journals A Study of Determinants of Service Quality and Its Role in Customer Satisfaction: A Case of Selected Hotels in Sulaimaniyah, Kurdistan Region of Iraq

2020 ◽  
Vol 10 (2) ◽  
pp. 64
Author(s):  
Mamta Singh ◽  
Devendra Kumar
Keyword(s):  
Service Quality ◽  
Tourism Industry ◽  
Small Sample ◽  
Time Behavior ◽  
Kurdistan Region ◽  
Tourist Destinations ◽  
Tourism Sector ◽  
Food And Beverage ◽  
Massive Number ◽  
Hospitality And Tourism

Purpose of the study: Hospitality and tourism is a promising sector for growth of the Economy in Kurdistan region of Iraq. Every year a massive number of tourists visit the region during Nawroz and Eid –ul-Adha festival seasons. The region is fairly modern and possesses several tourist destinations including site seeing, religious tourism and historical tourism etc. Kurdistan Regional Statistics Office published a report on region’s economy that consists of number of foreign individuals, who visited Kurdistan region categorized into Arab and Non-Arab visitors category provides a clear picture that the region is not only an attraction for holiday but also for other type of tourism. Therefore we wish to learn customers opinion about satisfaction from service quality of the selected hotels. The study will be used to share key information with the hotel in Sulaimaniyah city.Methodology: To understand the determinants of service quality that is most shot for by the individuals we have conducted a survey of selected five star hotels in Sulamaniyah. The sample size for this study was a small sample which was 50 respondents. We used purposive sampling. For data analysis we used SPSS software package for social sciences. Main Findings: We observed from the majority responses that Room service, delivery time, behavior of hotel staff, a nice welcome on arrival, variety of food and beverage are some of the important parameters on which customers decide to rate a hotel. The customers do not have much interest in modern furniture facilities as per this study result. Application of the study: In the nutshell hospitality and tourism sector has huge potential for job creation given the fact the region has well-educated and well groomed young population ready to be employed in the region’s growing tourism industry, this research will help the hotels to provide better services to satisfy the customer.

Segmenting Hedonic Wine Tourists Using Push–Pull Winescape Attributes

2021 ◽  
pp. 183933492199947
Author(s):  
Vanessa Ann Quintal ◽  
Ben Thomas ◽  
Ian Phau ◽  
Zorana Soldat
Keyword(s):  
Cluster Analysis ◽  
Western Australia ◽  
Behavioral Intentions ◽  
The Self ◽  
Export Markets ◽  
Wine Tourism ◽  
Direct Sales ◽  
Tourism Sector ◽  
Paper Survey

The present research addresses the push–pull winescape traits of the hedonic wine tourism segment and discusses their attitudinal and behavioral intentions. The self-governing pen-and-paper survey conveniently sampled 301 wine tourists in situ at the Swan Valley winery in Western Australia. Push–pull winescape qualities generated a segmentation basis for cluster analysis, which defined four divisions— Inspireds, Self-Drivens, Market-Drivens, and Inerts. Inspireds exhibited the most favorable attitude toward the winery and were the most willing to recommend the winery, whereas Inerts demonstrated the converse effect. Theoretically, the segmentation bases, building on the Push–Pull winescape properties, provide a fresh and more nuanced description of the wine tourism categories in Australia’s rising wine tourism sector. Idealistically, this new image is important in delivering marketing insights to fewer Australian wine producers whose only connection to regional retail and export markets is via direct sales at the winery gates.

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