Emotions and visitors’ satisfaction at a museum

2014 ◽  
Vol 8 (4) ◽  
pp. 420-431 ◽  
Author(s):  
Giacomo Del Chiappa ◽  
Luisa Andreu ◽  
Martina G. Gallarza
Keyword(s):  
Positive Emotions ◽  
Hierarchical Cluster ◽  
Visitor Experience ◽  
Content Type ◽  
Face To Face ◽  
Visitor Satisfaction ◽  
Chi Squared ◽  
Emotional Aspects ◽  
Hierarchical Cluster Analyses ◽  
Structured Questionnaire

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 the higher positive emotions reported perceiving a higher level of attractiveness and uniqueness at the museum, and of being more satisfied than the other group. Furthermore, no significant differences were reported between the two segments based on socio-demographic characteristics. Research limitations/implications – The study is site-specific. The application of the study to other museums would allow for wider generalisations to be made from the results obtained. Practical implications – Managers should market and position museums as an emotionally driven experience consumption site. Furthermore, they should consider both cognitive and emotional aspects of visitor experience when designing and planning their businesses, as well as when assessing the visitor’s satisfaction. Originality/value – This study adds to the growing literature on emotions as a tool for segmentation and positioning, and suggests that cognitive and emotional aspects should be considered simultaneously when measuring visitors’ satisfaction. Further, it suggests that emotions are more significant than cognitive aspects in shaping visitors’ satisfaction.

Consumer segmentation based on usage of sales channels in the German wine market

2014 ◽  
Vol 26 (1) ◽  
pp. 27-44 ◽  
Author(s):  
Gergely Szolnoki ◽  
Dieter Hoffmann
Keyword(s):  
Design Methodology ◽  
Hierarchical Cluster ◽  
Content Type ◽  
Basic Group ◽  
Face To Face ◽  
Sales Channels ◽  
Consumer Segmentation ◽  
Behavioural Characteristics ◽  
Segmentation Approach ◽  
Practical Implications

Purpose – The purpose of this study is to test the segmentation based on the usage of sales channels and to compare the segments with each other in terms of socio-demographic and behavioural characteristics. Design/methodology/approach – This study was conducted using representative data collected in Germany through a face-to-face interview. 2,000 German consumers answered questions towards the usage of different sales channels when purchasing wine as well as socio-demographic and other behavioural questions. A hierarchical cluster analysis was run, to classify the respondents into segments. Findings – The results illustrate the usefulness of this kind of segmentation and show significant differences between the six consumer groups: discount-customers, food-retail-customers, supermarket-customers, cellar-door-customers, wine-store-customers and multichannel-customers. These segments differ in their socio-demographic as well as in their behavioural structure. Furthermore, the six segments could be split into two groups depending on their average purchase value: a basic group and a premium group. Practical implications – This segmentation provides an analysing tool for the German retailers, which is able to identify the loyal and potential consumers of the different sales channels. Originality/value – This segmentation was conducted using the purchase activity of German consumers in different sales channels. This segmentation approach has been never used to identify, describe and classify wine consumers.

scholarly journals Attitudinal Determinants of Beef Consumption in Venezuela: A Retrospective Survey

Foods ◽  
2020 ◽  
Vol 9 (2) ◽  
pp. 202 ◽  
Author(s):  
Lilia Arenas de Moreno ◽  
Nancy Jerez-Timaure ◽  
Jonathan Valerio Hernández ◽  
Nelson Huerta-Leidenz ◽  
Argenis Rodas-González
Keyword(s):  
Cluster Analysis ◽  
Hierarchical Cluster ◽  
Beef Quality ◽  
Extrinsic Factors ◽  
Face To Face ◽  
Credence Attributes ◽  
Consumer Surveys ◽  
Two Factors ◽  
The Common ◽  
Structured Questionnaire

Consumer surveys were conducted in the Western, Central, and Eastern regions of Venezuela to determine buying expectations, motivations, needs, perceptions, and preferences of beef consumers, and their acceptance of domestic (and foreign) beef, as affected by different intrinsic and extrinsic factors. Data (n = 693) were gathered by face-to-face interviews on the way out of fresh markets, butcher stores, supermarkets, and, in some cases, at home by using a 45-question structured questionnaire. Responses were subjected to factorial analysis of correspondence (FA) and hierarchical cluster analysis. From the FA, the first two factors explain 74% of the common variance. Factor 1 comprises intrinsic attributes such as color, smell, tenderness, flavor, juiciness, and freshness; while Factor 2 contains extrinsic attributes, mostly related to the origin. The FA profiling data showed that it is possible to concentrate on the traits that consumers usually use as a criterion to perceive beef quality, and to purchase beef. Using cluster analysis, four groups of consumers were mainly distinguished by region, intrinsic attributes, and credence attributes related to production system, aging, traceability, and hygiene. Results from this study will be helpful in designing strategies for recovering and enhancing the future, domestic beef demand.

The anatomy of non-Muslim consumers’ halal fashion buying behaviour: a quantitative approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Arun Kumar Tarofder ◽  
Umme Salma Sultana ◽  
Raisal Ismail ◽  
Suha Fouad Salem ◽  
Adiza Alhassan Musah
Keyword(s):  
Muslim Women ◽  
Practical Recommendation ◽  
Content Type ◽  
Moderating Variables ◽  
Face To Face ◽  
Positioning Strategy ◽  
Characteristic Behaviour ◽  
Buying Behaviour ◽  
Effect Of Age ◽  
Structured Questionnaire

Purpose The purpose of this study is two-fold: classifying non-Muslim halal fashion buyers by applying quantitative techniques and identifying the persuading determinants of the non-Muslim women’ halal fashion buying behaviour (HFBB). Design/methodology/approach By adapting items from prior studies, a structured questionnaire was developed and distributed face-to-face to various Muslim fashion stores in Malaysia. After a one-month effort, 221 responses were obtained from non-Muslim consumers by using convenience sampling. Next, a clustering analysis was used to classify them from a contrasting perspective. Finally, regression and Andrew F. Hayes’s process procedures were applied to examine the three independent variables’ effect and the moderating variables. Findings The results revealed the characteristic behaviour of the non-Muslim women explicitly, which is related to their halal fashion purchasing decision. Based on the ANOVA results, there were different motives for buying halal fashion by non-Muslim women. Additionally, it was found that the most crucial determinants for non-Muslim’s HFBB are “cultural adaptation”, albeit, there is no substantial proof of a significant moderating effect of age and income on the consumers. Research limitations/implications These discoveries are advantageous for halal fashion retailers and provide an appealing domain for further investigations in the context of the global halal study. Practical implications This study provided an idea for an untapped segment on the halal fashion sellers’ segmentation and positioning strategy. The study’s results suggested specific managerial and practical recommendation that the sellers can use to attract non-Muslim consumers. Originality/value This study was amongst the uncommon investigations within the halal fashion context that will enlighten the managers’ selling strategy on the most neglected market segment. The results of this study provided an empirical understanding of how to sell halal fashion to non-Muslim consumers.

Multisemiotic interaction: the CEO and stakeholders in Malaysian CEO Statements

2018 ◽  
Vol 23 (3) ◽  
pp. 392-404 ◽  
Author(s):  
Kumaran Rajandran
Keyword(s):  
Design Methodology ◽  
Positive Emotions ◽  
Image Features ◽  
Corporate Communication ◽  
Contact Reaction ◽  
Content Type ◽  
Face To Face ◽  
Social Legitimacy ◽  
Multimodal Discourse Analysis ◽  
Multimodal Discourse

Purpose The purpose of this paper is to explore how Malaysian CEO Statements employ language and image to convey interaction between the CEO and stakeholders. Design/methodology/approach The paper examines an archive of 32 Malaysian CEO Statements. The archive is analyzed with Systemic Functional Multimodal Discourse Analysis (SF-MDA), where several interpersonal systems can establish how language and image features articulate interaction. The analysis identifies who the stakeholders are, and how these stakeholders and the CEO interact. Findings There are four stakeholders, who are the community, customer, employee and environment, and these stakeholders are sub-categorized by type or activity. The stakeholders and the CEO share multisemiotic interaction through contact, reaction and equality. These three strategies mimic a face-to-face conversation (contact) and the CEO is depicted to reveal some positive emotions (reaction) to social equals (equality). These strategies reflect synthetic personalization, through which the CEO and stakeholders seem to interact because the CEO speaks directly to stakeholders in friendly conversation about CSR. CEO Statements are part of the quest for social legitimacy and designate corporations as agents of positive social change. Their ideology can be stated as a general principle: corporation A recognizes problem B and proposes solution C, which has positive result D for stakeholder E. Originality/value Previous research has not emphasized interaction in CEO Statements. The paper also utilized SF-MDA, which may enhance the discursive competence or a systematic way to decipher language and image for people who practice or teach corporate communication.

The effects of the winery visitor experience on emotions, satisfaction and on post-visit behaviour intentions

2019 ◽  
Vol 74 (3) ◽  
pp. 480-502 ◽  
Author(s):  
Ifigeneia Leri ◽  
Prokopis Theodoridis
Keyword(s):  
Cognitive Learning ◽  
Visitor Experience ◽  
Content Type ◽  
Behavioural Intentions ◽  
Wine Tourism ◽  
Visitor Satisfaction ◽  
Positive Word Of Mouth ◽  
The Impact ◽  
Intention To Revisit

Purpose This paper aims to explore the impact of the experience of a winery visit to the visitor’s emotions and the effect of these emotions on visitor’s intention to revisit and recommend a winery as consequences of visitor satisfaction. Design/methodology/approach The study adopted a multi approach of customer experience, suggesting that visitors base their experience perception on the servicescape attributes, other visitors’ suitable behaviours and their own yearn for cognitive learning and fun. Path analysis is adopted to measure the impact of these constructs on visitor’s emotions and the role of these emotions in predicting visitor’s satisfaction and behavioural intentions. Data are collected through a self-administered highly structured questionnaire, self-completed by respondents at each winery. A total of 615 usable responses are obtained from eight wineries. Findings The results indicate that emotions are arisen – in a context of wine tourism – as a result of visitor’s evaluation of winery environment (especially Atmospherics, Signage and Facilities), other visitors’ appropriate behaviour and visitor’s desire to learn something new and to have fun during the winery experience. Also, it is revealed that visitor’s emotions positively impact on his/her satisfaction, which in turn seems to be a significant predictor of his/her intention to revisit the winery and give positive word-of-mouth. Research limitations/implications The findings broaden the knowledge on visitor’s winery experience and its impact on visitor’s satisfaction and future behavioural intentions. However, because the study focuses only on winery visitors in Greece, the research results may lack generalizability. The application of the study to other wineries would allow for wider generalisations to be made from the results obtained. Practical implications The overall findings may have significant implications for wine tourism industries. Also, it might be beneficial for wineries in their effort to provide a more valuable experience to wine tourists and in increasing wine tourists’ loyalty. Originality/value The paper’s originality lies in providing information to clarify the relationships between the constructs of experience, visitor’s emotions, satisfaction and future behavioural intentions in a winery setting. Also, this study provides new and practical insights of winery experience in the Greek context, an area where very limited research has been conducted. Finally, this is one of the few studies that focus on more than two servicescape elements and their impact on visitor’s emotions.

Immigrant entrepreneurs in Antofagasta, Chile

2018 ◽  
Vol 31 (3) ◽  
pp. 450-470 ◽  
Author(s):  
Luis Miguel Rodrigo ◽  
Gianni Romaní ◽  
Emilio Ricci
Keyword(s):  
Local Development ◽  
Local Economy ◽  
Wealth Creation ◽  
Content Type ◽  
Face To Face ◽  
Goods And Services ◽  
Immigrant Entrepreneurs ◽  
New Type ◽  
The City ◽  
Structured Questionnaire

Purpose The purpose of this paper is to characterize the immigrant entrepreneurs of the Region of Antofagasta and identify their contribution to local development. Design/methodology/approach This is a descriptive study with a quantitative approach. Face-to-face interviews using a structured questionnaire were carried out with a sample of 314 immigrant entrepreneurs in the city of Antofagasta. The data were analysed using descriptive statistics and mean difference. Findings The results show a new type of entrepreneur that cannot be fully described by the theories developed for South–North immigrant entrepreneurs. The concept of the South–South entrepreneur is therefore proposed, in order to categorise these entrepreneurs and explain their behaviour, with the conclusion that this group makes a significant contribution to the local economy, both in terms of job and wealth creation and by broadening the availability of goods and services. Practical implications Given that immigrant entrepreneurs are a valuable socio-economic asset to the city in terms of job and wealth creation and service diversification, public administrations should endeavour to support these individuals and attract them to the city. Social implications Knowledge of the contribution of this group will lead to a greater acceptance of immigrants who have recently been rejected by certain sectors of the population. Originality/value This study reveals the existence of a group of immigrant entrepreneurs whose characteristics and contribution to local development were previously not known.

Emotions and satisfaction at the hospital

2018 ◽  
Vol 12 (2) ◽  
pp. 126-145 ◽  
Author(s):  
Mariella Pinna ◽  
Giacomo Del Chiappa ◽  
Marcello Atzeni
Keyword(s):  
Service Provider ◽  
Hierarchical Cluster ◽  
Convenience Sample ◽  
Private Hospitals ◽  
Public And Private ◽  
Content Type ◽  
Patients Satisfaction ◽  
Chi Squared ◽  
Affective Components ◽  
Public And Private Hospitals

Purpose This study aims to compare public and private hospitals based on both cognitive and affective components of patients’ satisfaction. Design/methodology/approach A survey of 770 Italian patients from public and private hospitals was conducted. Then, hierarchical and non-hierarchical cluster analyses and a series of chi-squared tests were run with the aim of segmenting patients’ emotional response. Findings Respondents show different levels of satisfaction and a different emotional status based on the private or public nature of the service provider. The cluster analysis helped to identify two segments. Specifically, the cluster with the highest positive emotions is reported to have a higher level of satisfaction and a higher intention to return; this evidence is much stronger when a private service provider rather than a public one is considered. A series of chi-squared tests reveal that no significant differences exist among clusters based on socio-demographic characteristics. Research limitations/implications This study uses a convenience sample and is highly context specific, and thus the authors are unable to make generalizations. Practical implications Hospital managers should develop a customer-oriented approach, for example, by paying greater attention to patients’ emotions and experience, via conducting systematic surveys on patients’ emotions and improving the servicescape. Originality/value The main contribution of this study resides in simultaneously considering the role of cognitive and affective components on patients’ satisfaction and behavioural intention, and segmenting patients based on their emotional responses. Moreover, only few studies provide a comparison of public and private hospitals in Italy.

Characteristics and behaviors of anti-gun and pro-gun travelers

2019 ◽  
Vol 75 (2) ◽  
pp. 347-368
Author(s):  
Sevil Sönmez ◽  
Asli D.A. Tasci
Keyword(s):  
Perceived Risk ◽  
Survey Design ◽  
Visitor Experience ◽  
Content Type ◽  
Perceived Safety ◽  
Tourist Behavior ◽  
Visitor Satisfaction ◽  
The Usa ◽  
Gun Laws ◽  
Behavior Characteristics

Purpose 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. Design/methodology/approach 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. Findings 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. Originality/value 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.

Perceived authenticity of the visitor experience in museums

2014 ◽  
Vol 48 (7/8) ◽  
pp. 1395-1412 ◽  
Author(s):  
Anne-Marie Hede ◽  
Romana Garma ◽  
Alexander Josiassen ◽  
Maree Thyne
Keyword(s):  
Structural Equation ◽  
Additional Data ◽  
Reliability And Validity ◽  
Visitor Experience ◽  
Data Set ◽  
Content Type ◽  
Museum Visitors ◽  
Visitor Satisfaction ◽  
Antecedents And Consequences ◽  
Practical Implications

Purpose – This paper aims to investigate the authenticity concept and its antecedents and consequences within the context of museums. Design/methodology/approach – A higher-order scale of authenticity is developed and then tested for reliability and validity using a sample of museum visitors. To investigate authenticity in a model with two antecedents and two outcomes, an additional data set was collected. Hypotheses were tested using structural equation modelling. Findings – The results show that perceived authenticity of the museum, the visitor and the materials in the museum are dimensions of perceived authenticity, resonating with Bal’s (1996) research in this area. Findings also confirm that consumer scepticism and expectations are antecedents to perceived authenticity of the visitor experience in museums, and that perceived authenticity in turn affects visitor satisfaction and perceived corporate hypocrisy. Practical implications – This research provides a framework for museums to manage visitors’ perceptions of authenticity, and to plan and design exhibits accordingly. Originality/value – Our research, set in the museum context, articulates the basis of perceived authenticity, its antecedents and outcomes. This study sets the foundation for research to further explore how perceived authenticity interacts with other constructs relevant to consumption.

Emotion as soft power in organisations

2020 ◽  
Vol 7 (4) ◽  
pp. 341-357
Author(s):  
Eeva Aromaa ◽  
Päivi Eriksson ◽  
Tero Montonen ◽  
Albert J. Mills
Keyword(s):  
Soft Power ◽  
Positive Emotions ◽  
Relational Leadership ◽  
Content Type ◽  
Face To Face ◽  
Interpretive Analysis ◽  
Specific Performance ◽  
Decision Making Processes ◽  
Micro Level ◽  
Practical Implications

PurposeAdopting the critical sensemaking (CSM) lens to the micro-level interaction between leader and employees, the article offers a theoretically informed example of leading with soft power and positive emotions that blurs boundaries in democratic organisations.Design/methodology/approachThe research methodology involves videography and interpretive analysis of video-recorded interactions that combines focused ethnography with video analysis. The analysis focuses on face-to-face meeting interactions between a leader and employees in a small service firm.FindingsThe findings illustrate how restoring the sense of the democratic organisation is an accumulating and complex phenomenon where explicit and implicit organisational rules and changing identity positions are enacted by constructing affective loyalties, moral and reflex emotions that serve as soft power capacities helping the leader and employees to enact meanings attached to a democratic rather than hierarchical organisation.Practical implicationsThe article provides new insight for human resources practitioners and leaders who want to build resilient organisations and pay attention to shared, distributed and relational leadership practices, co-creative work and collective decision-making processes.Originality/valueThe power explored in previous sensemaking studies has been power over, which is most often associated with the negative aspects of power, such as domination and suppression, in the pursuit of specific performance. The applications of videography method linking ethnography and interpretive analysis of video-recorded interactions are still rare in organisation studies.

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