Antecedents of tourist loyalty to tourist destinations: a mediated-moderation study

2018 ◽  
Vol 4 (2) ◽  
pp. 261-278 ◽  
Author(s):  
Suhail Ahmad Bhat ◽  
Mushtaq Ahmad Darzi
Keyword(s):  
Factor Analysis ◽  
Tourism Industry ◽  
The State ◽  
Destination Image ◽  
Satisfaction Level ◽  
Jammu And Kashmir ◽  
Content Type ◽  
Tourist Destinations ◽  
Moderating Role

PurposeThe purpose of this paper is to analyze the impact of destination image on satisfaction level and tourist loyalty toward the various tourist destinations in Jammu and Kashmir. The study, also, attempted to investigate the mediating role of satisfaction and moderating role of gender, past experience and tourist origin in the proposed model.Design/methodology/approachThe study was carried out in the state of Jammu and Kashmir spread over three divisions, i.e., Jammu, Kashmir and Ladakh. The study employs questionnaire survey method for data collection. Purposive sampling was adopted for data collection and data analysis was carried out through exploratory factor analysis, confirmatory factor analysis and structural equation modeling techniques.FindingsThe study has found that cognitive image, affective image and unique image are the significant dimensions of destination image, which in turn has a positive effect on satisfaction level and tourist loyalty. It was also found that destination image has both direct and indirect effect on tourist loyalty.Research limitations/implicationsThe state of Jammu and Kashmir has been badly affected by ongoing political instability, which has caused huge losses to the tourism industry. The results of the study will be helpful to policymakers in designing various strategies and programs for maximizing tourist inflow and growth of tourism industry in the state of Jammu and Kashmir.Practical implicationsFurther, finding of the study will assist destination managers in understanding consumer behavior for promoting destination shopping activities. This will enhance tourist expenditure at destinations and thus provides direct benefits to the local economy.Originality/valueVery little research has been conducted on moderating role of gender, past experience and tourist origin in the destination image and its association with satisfaction and tourist loyalty in the state of Jammu and Kashmir. Managing destination image and quality of tourist experience are critical to induce favorable expectations of destination in the tourist’s mind.

Positioning of tourist destinations in the digital era: a review of online customer feedback

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gaurav Tripathi ◽  
Parul Wasan
Keyword(s):  
Digital Media ◽  
Tourism Industry ◽  
Destination Image ◽  
Site Management ◽  
Visitor Experience ◽  
Content Type ◽  
Customer Reviews ◽  
Tourist Destinations ◽  
Customer Feedback ◽  
Thoughtful Discussion

Purpose The purpose of this paper is to identify features of online content that create engagement amongst consumers by exploring online customer feedback from the world’s leading tourist website (s). This paper also attempts to unveil the factors based on customer reviews, which will be vital for the tourism industry professionals to promote and position India’s tourist destinations. Design/methodology/approach This paper involves an analysis of customer feedback from TripAdvisor.com. The approach to research is exploratory and attempts to uncover critical factors arising out of rising visitor experience in the digital media sphere. Findings Key factors are nuanced around service quality of the destination image. Identified factors that need the attention of the policymakers, site management and service professionals at large are fairness of price, distractions/irritants and varied expectations of the international and national tourists. Practical implications The findings will have substantial implications for the policymakers, the site management and service professionals. Research outcomes are based on the analysis of real customer reviews hence makes this study vital for decision-makers as well as for academic researchers working in this area. Originality/value This study used the real tourist’s data from TripAdvisor.com. The customer’s postings on the website are those of verified visitors. This paper should help in developing a thoughtful discussion around positioning India as a preferred destination in the online arena aiming at future tourists.

Consumer response to state-of-origin labels: the moderating role of residency

2020 ◽  
Vol 37 (7) ◽  
pp. 761-773
Author(s):  
Jae Min Jung ◽  
Joseph Jones ◽  
Curtis P. Haugtvedt ◽  
Somnath Banerjee
Keyword(s):  
Country Of Origin ◽  
Consumer Attitudes ◽  
Purchase Intentions ◽  
The State ◽  
Product State ◽  
Content Type ◽  
Strong Product ◽  
Moderating Role ◽  
Made In

Purpose Despite the large number of studies on country of origin, little is known about the effects of state-level product origin information on consumer attitudes and purchase intentions. Likewise, little is known about when the state-of-origin (SOO) information enhances, has no effect or has a negative effect on consumer attitudes and purchase intentions. Primarily drawing on the country-of-origin literature, this study aims to examine the influence of SOO label information and the moderating role of state residency. Design/methodology/approach To test five hypotheses, the authors conducted a survey (Study 1) and an experiment (Study 2). The analyses included content analysis, regression and ANOVA. Findings The findings show that for certain products, moderate-to-strong product–state associations exist. However, when the associations are weak, consumers show bias for products made in their (vs other) states. The findings also show that when consumers evaluate their state products, normative (vs cognitive) reasons drive their attitudes, but that when they assess products from states other than their state of residency, cognitive (vs normative) reasons drive attitudes. Additionally, economic sustainability seems a powerful motivator for buying products made in their state of residency. Practical implications Companies should take advantage of positive biases for their products in the states in which they produce products. However, when companies market their products outside their states of production, in some cases, they should consider deemphasizing SOO information unless there is a strong product–state association present among consumers outside of the state. Originality/value This paper adds value by providing new insights for designing product origin labeling programs. Suggestions for future research and marketing strategies for practitioners who want to use SOO as a branding strategy are offered.

Creativity-oriented HRM and organizational creativity in China

2019 ◽  
Vol 40 (5) ◽  
pp. 834-849 ◽  
Author(s):  
Zhigang Song ◽  
Qinxuan Gu ◽  
Boyi Wang
Keyword(s):  
Factor Analysis ◽  
Customer Orientation ◽  
Strategic Human Resource Management ◽  
Mediating Effect ◽  
Three Dimensions ◽  
Content Type ◽  
Organizational Creativity ◽  
Innovative Culture ◽  
Moderating Role

Purpose The purpose of this paper is to develop a measurement of creativity-oriented HRM systems that improve organizational creativity. This paper also aims to explore the mechanisms between them by investigating the mediating role of innovative culture and the moderating role of customer orientation. Design/methodology/approach The study uses a sample of 82 knowledge-intensive companies with 780 respondents consisting of 145 HR professionals, 512 core knowledge workers and 123 top managers in China. Exploratory factor analysis, confirmatory factor analysis and regression analysis are used to validate the measure of creativity-oriented HRM systems and test hypotheses. Findings This study finds that creativity-oriented HRM systems are composed of three dimensions, which are creative skill-enhancing practices, intrinsic motivation-enhancing practices and empowerment-enhancing practices. These practices significantly improve organizational creativity through innovative culture. Furthermore, customer orientation moderates the effect of innovative culture on organizational creativity in such a way that the positive relationship is stronger when customer orientation is high. Originality/value This study contributes to the strategic human resource management literature by developing and validating a measure of creativity-oriented HRM systems. Moreover, it also explores the mechanism between creativity-oriented HRM systems and organizational creativity based on a complementary perspective of innovativeness, which underlines the important mediating effect of innovative culture. More importantly, the authors propose the significance of absorbing knowledge and information from customers and put forward the moderating role that customer orientation plays, especially in an emerging country context such as China.

scholarly journals Airbnb and hotel revenues in popular Greek destinations

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nicholas Apergis ◽  
Tasawar Hayat ◽  
Tareq Saeed
Keyword(s):  
Design Methodology ◽  
Negative Impact ◽  
Hotel Industry ◽  
Tourism Industry ◽  
Content Type ◽  
Tourist Destinations ◽  
Occupancy Rates

PurposeThis paper explores the role of Airbnb listings on hotel revenues in certain popular Greek tourist destinations.Design/methodology/approachThis paper explores the role of Airbnb listings on hotel revenues in certain popular Greek tourist destinations. The analysis makes use of the panel GMM method, while the findings document that the Airbnb listings exert a negative impact on hotel revenues.FindingsThe results indicate that it is primarily non-business and low-price hotels that are being influenced, while the hotel industry responds to the competition through lower room prices and not through occupancy rates. The paper documents that although the Airbnb is a new factor in the Greek tourism industry, it has turned into a significant competitor against hotels.Originality/valueThis is the first paper which documents that although Airbnb is a new factor in the Greek tourism industry, it has turned into a significant competitor against hotels. The findings are expected to provide further insights into the workings of the sector and the potential regulated policies needed to be adopted.

Customer expectations and moderating role of demographics in fresh food retail

2018 ◽  
Vol 46 (9) ◽  
pp. 870-890 ◽  
Author(s):  
Rose Antony ◽  
Vivekanand B. Khanapuri ◽  
Karuna Jain
Keyword(s):  
Cluster Analysis ◽  
Factor Analysis ◽  
Customer Satisfaction ◽  
Support Services ◽  
Food Retail ◽  
Content Type ◽  
Customer Expectations ◽  
Fresh Food ◽  
Moderating Role

PurposeThe purpose of this paper is to identify the dimensions of customer expectations and study the moderating role of demographics in the context of fresh food retail.Design/methodology/approachA structured questionnaire was designed using extant literature review followed by expert opinions. The survey was conducted among the customers in the twin cities of Maharashtra in India. The factors of customer expectations were identified using exploratory factor analysis (EFA) and further confirmed using confirmatory factor analysis in SPSS and AMOS, respectively. The significance of the customer expectations on customer satisfaction was studied using structural equation modeling. Subsequently, the role of demographics was studied using two-step cluster analysis and multigroup moderation.FindingsDuring EFA three factors emerged, namely, product-related features, in-store quality and store support services. Structural model evaluation found product-related features and in-store quality significantly influencing the customer satisfaction, while store support services were found as a non-significant factor in the region studied. Further, using cluster analysis customers were segregated into three groups, namely, traditional, autonomous and premium customers, where the premium customers were found to prefer the store support services on a higher scale, and similar results were obtained using multigroup moderation. Demographics, namely, gender, age, respondents’ income and marital status moderated for product-related features and in-store quality. Interestingly, respondents’ income also moderated for the store support services.Practical implicationsThe findings provide directions for store managers of the fresh food category to align supply chain decisions with the unique requirements of customers considering their socio-economic characteristics.Originality/valueOn the basis of social exchange theory, the authors found that in a mutually beneficial relationship, concerning the value proposition, retailers need to address the requirement of the different income group customers for store support services.

Mediating role of government initiatives and media influence between perceived risks and destination image: a study of conflict zone

2019 ◽  
Vol 5 (1) ◽  
pp. 90-106 ◽  
Author(s):  
Shakir Hussain Parrey ◽  
Iqbal Ahmad Hakim ◽  
Raouf Ahmad Rather
Keyword(s):  
Factor Analysis ◽  
Destination Image ◽  
Integrative Model ◽  
Media Influence ◽  
Role Of Government ◽  
Content Type ◽  
Perceived Risks ◽  
Mediating Role ◽  
Conflict Zone

PurposeThe purpose of this paper is to enlarge the current understanding of destination image in view of identified sources of risk and to investigate the mediating role of government initiatives and media influence for sustainable and secure tourism in a conflict zone. Therefore, this study develops and empirically tests an integrative model of destination image that reflects a comprehensive view of the relationships among these variables.Design/methodology/approachThe study uses data collected through a self-administered survey of respondents selected through probability area sampling from the targeted sample of domestic tourists in hospitality contexts (four- and five-star hotels). The data were analysed using structural equation modelling. The scale was developed and purified through factor analysis (confirmatory factor analysis).FindingsThe results provide evidence that psychological risk and socio-cultural risk emerged as the major sources of risk followed by unrest (terrorist) and political risk which is against the predetermined notion that unrest (terrorist) risk is the major source of risk perceived by domestic tourists visiting a conflict zone. Further, the study identified that media is having comparatively higher role in influencing the perception about the sources of risk than the government initiatives in decreasing the sources of risk towards destination image and its competitiveness. Thus, the study supports the fact that for the destination image in conflict zone, performing best in the domain of control (government initiatives) yields very weak performance in the domain of concern (media).Originality/valueThis research contributes theoretically and empirically to the discussions on the components of the destination image in the conflict zone. Further, the study is inert in evaluating mediational role of media influence and government initiatives in the relationship between perceived risks and destination image.

scholarly journals The chain effects of service innovation components on the building blocks of tourism destination loyalty: the moderating role of religiosity

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cheng Boon Liat ◽  
S.R. Nikhashemi ◽  
Michael M. Dent
Keyword(s):  
Factor Analysis ◽  
Critical Role ◽  
Service Innovation ◽  
Building Blocks ◽  
Tourism Industry ◽  
Content Type ◽  
Destination Loyalty ◽  
Tourist Satisfaction ◽  
The Impact ◽  
Moderating Role

Purpose Having Middle Eastern tourism industry as the context, this study aims to examine the impact of the four main dimensions within service innovation (i.e. product, process, organizational and marketing innovations) on tourist satisfaction; subsequently, towards the development of destination loyalty. Realized that religiosity prevails as an important social force that shapes individual behaviours, this study, hence, placed further assessment upon its moderating role, specifically in the relationships between tourist satisfaction and destination loyalty. Design/methodology/approach With adopting the approach of self-structured questionnaire, 214 usable responses had been collected for this study. Obtained data was then analyzed by conducting exploratory factor analysis, confirmatory factor analysis and multiple linear regression analysis through the usage of structural equation modelling. Findings Analysis of obtained data has revealed all the investigated dimensions within service innovation as active predictors to tourist satisfaction, with the exception of product innovation, while having marketing innovation being of highest significance. In turn, tourist satisfaction is found to greatly influence the formation of destination loyalty. Findings then provide notable indication on religiosity as a moderating factor to the proposed relationships within the investigated framework, between service innovation and tourist satisfaction, as well as tourist satisfaction and destination loyalty. Originality/value This study, thus, revealed the level of religiosity, particularly from the standpoint of Islamic perspectives, in playing a critical role towards predicting capability of service innovation on tourist satisfaction, and further, destination loyalty. Contributions hereby lie on theoretical and pragmatic insights concerning aspects of service and Islamic marketing within today’s tourism front.

How trust moderates social media engagement and brand equity

2017 ◽  
Vol 11 (3) ◽  
pp. 312-335 ◽  
Author(s):  
Hardeep Chahal ◽  
Anu Rani
Keyword(s):  
Social Media ◽  
Factor Analysis ◽  
Brand Equity ◽  
Social Factors ◽  
Content Type ◽  
Gen Y ◽  
Brand Engagement ◽  
Moderating Role ◽  
Engagement Scale

Purpose The purpose of this paper is threefold: first, to develop and measure customer engagement scale in context to social media (SM); second, to elucidate the variables that impact customers’ brand engagement on SM and its impact in building customer-based brand equity; and finally, to examine the moderating role of trust in SM brand engagement and brand equity relationship. Design/methodology/approach The data were collected from 767 SM users working in multinational corporations of Gurgaon city, using purposive sampling technique. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were undertaken to analyze the data. Findings The paper outcomes indicated SM brand engagement as a bi-dimensional construct comprising information interest and personal interest. Both social factors and consumer-based factors significantly influence customers’ SM brand engagement. Specifically, results depicted that tie-strength and social identity (social factors); and opportunity seeking and product selection (consumer-based factors) strongly influence customers’ SM brand engagement in comparison to other factors. Research limitations/implications The research has two major limitations. First, it is limited to Gen Y only. How older and younger consumers interact with brands via SM can stimulate theoretical development as well as furnish potentially valuable strategic opportunities to brand managers in future research. Second, relationship between SM brand engagement and brand equity is examined using trust as a moderating variable. Thus, the effect of other moderating factors like perceived risk and gender can be investigated in the future. Originality/value The paper makes a maiden attempt to examine the moderating role of trust in the relationship between SM brand engagement and brand equity. It adds value to the marketing literature in the development of SM brand engagement scale for Gen Y.

Financial access and economic development: the moderating role of financial consumer protection

2019 ◽  
Vol 15 (4) ◽  
pp. 406-424 ◽  
Author(s):  
Maryam Kriese ◽  
Joshua Yindenaba Abor ◽  
Elikplimi Agbloyor
Keyword(s):  
Economic Development ◽  
World Bank ◽  
Financial Literacy ◽  
Compliance Monitoring ◽  
Financial Access ◽  
Policy Makers ◽  
Content Type ◽  
The World Bank ◽  
Moderating Role

Purpose The purpose of this paper is to examine the moderating role of financial consumer protection (FCP) in the access–development nexus. Design/methodology/approach The study is based on cross-country data on 102 countries surveyed in the World Bank Global Survey on FCP and Financial Literacy (2013). The White heteroscedasticity adjusted regressions and Two-stage least squares regressions (2SLS) are used for the estimation. Findings Interactions between FCP regulations that foster fair treatment, disclosure, dispute resolution and recourse and financial access have positive net effects on economic development. However, there is no sufficient evidence to suggest that interactions between financial access and enforcement and compliance monitoring regulations have a significant effect on economic development. Practical implications First, policy makers should continue with efforts aimed at instituting FCP regimes as part of strategies aimed at broadening access to financial services for enhanced economic development. Second, instituting FCP regimes per se may not be enough. Policy makers need to consider possible intervening factors such as the provision of adequate resources and supervisory authority, for compliance monitoring and enforcement to achieve the expected positive effect on economic development. Originality/value This study extends evidence in the law–finance–growth literature by providing empirical evidence on the effect of legal institution specific to the protection of retail financial consumers on the access–development nexus using a nouvel data set, the World Bank Global survey on FCP and Financial Literacy (2013).

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