Measuring the components of visitor experience on a mountain attraction: the case of the Nordkette, Tyrol, Austria

2017 ◽  
Vol 72 (4) ◽  
pp. 429-447 ◽  
Author(s):  
Ady Milman ◽  
Anita Zehrer ◽  
Asli D.A. Tasci
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Sample Size ◽  
Service Providers ◽  
Customer Experience ◽  
Dimensional Structure ◽  
Visitor Experience ◽  
Content Type ◽  
Confirmatory Factor ◽  
The Impact

Purpose Previous mountain tourism research addressed economic, environmental, social and political impacts. Because limited studies evaluated visitors’ perception of their experience, this study aims to examine the tangible and intangible visitor experience in a Tyrolean alpine tourist attraction. Design/methodology/approach The study adopted Klaus and Maklan’s (2012) customer experience model, suggesting that customers base their experience perception on the quality of product experience, outcome focus, moments of truth and peace-of-mind. Their model was used to validate the impact on overall customer experience quality at the mountain attraction through conducting a structured survey with 207 face-to-face interviews on-site. Findings The results of the confirmatory factor analysis did not confirm the four-dimensional structure, probably due to the differences between mountain tourism experience and the mortgage lending experience in the original study. Instead, principal component analysis suggested a different dimensional structure of components that were arbitrarily named as functional, social, comparative and normative aspects of the visitors’ experience. Research limitations/implications The results are based on a sample in a given period of time, using convenience sampling. While the sample size satisfied the data analysis requirements, confirmatory factor analysis would benefit from a larger sample size. Practical implications Consumer experience dimensions while visiting a mountain attraction may not be concrete or objective, and consequently may yield different types of attributes that influence behavior. Social implications The social exchange theory could explain relationships between visitors and service providers and their consequences. Attraction managers should increase benefits for visitors and service providers to enhance their relationships, and thus experience. Originality/value The study explored the applicability of an existing experiential consumption model in a mountain attraction context. The findings introduce a revised model that may be applicable in other tourist attractions.

Development of a multi-item Operational Excellence scale: Exploratory and confirmatory factor analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bilal Saeed ◽  
R. Tasmin ◽  
Ayyaz Mahmood ◽  
Aamer Hafeez
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Continuous Process ◽  
Reliability And Validity ◽  
Content Type ◽  
Confirmatory Factor ◽  
Local Loop ◽  
Cellular Mobile ◽  
Operational Excellence ◽  
The Impact

PurposeConsidering the relevance of operational excellence as a business strategy, organizations are striving to improve themselves by adopting best practices and universally accepted principles through the process of continuous improvement, and these principles should be embedded in the culture of an organization. Organizations pursue to align themselves by continuously improving their processes by adopting scientifically proven techniques and cultural transformation throughout the organization. However, there is a lack of scientific instruments for the assessment of operational excellence. The objective of this study is to develop a scale for the assessment of practices of operational excellence principles in the organizations. Further reliability and validity of the developed scale are measured by testing the relationship between Human Resource Practices (HRP) and Operational Excellence (OE).Design/methodology/approachThis study comprises quantitative design through exploratory and confirmatory studies and also includes qualitative analysis to develop a scale for the assessment of Operational Excellence (OE). Interviews from industry experts have been conducted to identify the major components for which organizations are striving for OE. Previous literature and excellence models, especially principles of the Shingo Operational Excellence Model (SOEM), have been reviewed and considered to finalize the scale items. Data were collected in two stages from both Telecommunication subsectors (Cellular Mobile Operators and Fixed Local Loop Operators) of Pakistan through the cross-sectional survey. In the first stage, exploratory factor analysis (EFA) was performed on the sample of 611 respondents from both Cellular Mobile and Fixed Local Loop operators of Pakistan. In the second stage, confirmatory factor analysis (CFA) was performed on the sample of 423 respondents from the Fixed local loop operators. EFA was conducted by using SPSS version 23 to finalize the OE scale, and for confirmatory factor analysis, PLS-SEM using Smart PLS was used to confirm the reliability and validity of the OE Scale.FindingsThe results of EFA reveal that OE is a multidimensional construct with three dimensions and 23 items. The dimensions of the developed OE Scale explored in this study are cultural enablers (CE), continuous process improvement (CPI) and enterprise alignment (EA). The confirmatory factor analysis of OE confirmed the scale dimensionality, reliability and validity along with the hypothesis testing to measure the impact of antecedent variable HRP on OE.Research limitations/implicationsOrganizations pursue to improve and align their operational processes but usually unable to confirm the implementation of their desired objectives. Based on the developed OE scale, managers may assess the implementation of OE principles in their organizations. This research has been conducted in the telecommunication sector of Pakistan only, and the developed instrument needs to be further tested in other organizations.Practical implicationsThe instrument developed in this study will help both researchers and practitioners to assess the principles of operational excellence in their organizations and enable them to design the strategies for improving organizational performance.Social implicationsThe results of this study will create awareness about the principles of operational excellence. The developed OE instrument will assist in identifying the gaps in organizational norms and values from the perspective of paying respect to every individual inside and outside the organization. OE instrument will be further helpful in the identification and assurance of health, safety, protection of the environment and community issues.Originality/valueThis study provides a reliable and validated scale for the scientific area of operation management and helps managers with the assessment of operational excellence in their organizations. This newly developed scale is also valid to test and use in different studies and industries by researchers and practitioners.

Confirmatory Factor Analysis of the Impact of Event Scale - Revised

2007 ◽  
Author(s):  
Robert Orazem ◽  
Claire Hebenstreit ◽  
Daniel King ◽  
Lynda King ◽  
Arieh Shalev ◽  
...  
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Impact Of Event Scale ◽  
Event Scale ◽  
Confirmatory Factor ◽  
The Impact

Examining the influences of perceived exclusivity and perceived rarity on consumers' perception of luxury

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xujia Wang ◽  
Billy Sung ◽  
Ian Phau
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Design Methodology ◽  
Marketing Strategies ◽  
Content Type ◽  
Product Categories ◽  
Theoretical Support ◽  
Confirmatory Factor ◽  
Luxury Market ◽  
Practical Implications

PurposeThe purpose of this study is to investigate how exclusivity and rarity (natural versus virtual) influence consumers' perceptions of luxury. Further, it examines whether exclusivity and rarity can function as distinct marketing strategies in today's luxury market environment.Design/methodology/approachOnline questionnaires were administered by adapting developed scales from prior research. Research stimuli were chosen from three luxury categories including bags, wine and cruise. Confirmatory factor analysis and multiple regressions were used to test the hypotheses.FindingsThe results confirmed that exclusivity, natural rarity and virtual rarity were perceived as relatively distinct constructs among our sample. Findings also highlighted that perceived natural rarity (PNR) has consistently emerged as a positive and significant contributor to consumers' perceptions of luxury across all three luxury categories. The influence of perceived exclusivity (PE) on perceptions of luxury has also shown to be significant for two product categories (luxury bag and luxury wine), whereas perceived virtual rarity (PVR) did not show any significant effects across all three categories.Practical implicationsThe results indicate that consumers perceive natural rarity, virtual rarity and exclusivity as relatively distinctive marketing strategies. This suggests that luxury businesses can adopt each strategy independently to achieve desired marketing outcomes.Originality/valueThis study offers theoretical support for the proposition that exclusivity and rarity may have different functions in luxury marketing implementations. It provides empirical evidence showing the distinctiveness of perceived exclusivity and perceived rarity, which have not be done in previous research.

scholarly journals Examining the ParticipACTION brand using the brand equity pyramid

2018 ◽  
Vol 8 (4) ◽  
pp. 378-396 ◽  
Author(s):  
Alexander Lithopoulos ◽  
Peter A. Dacin ◽  
Tanya R. Berry ◽  
Guy Faulkner ◽  
Norm O’Reilly ◽  
...  
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Exploratory Factor Analysis ◽  
Brand Equity ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Equation Modeling ◽  
Content Type ◽  
Activity Promotion ◽  
Confirmatory Factor

Purpose The brand equity pyramid is a theory that explains how people develop loyalty and an attachment to a brand. The purpose of this study is to test whether the predictions made by the theory hold when applied to the brand of ParticipACTION, a Canadian non-profit organization that promotes active living. A secondary objective was to test whether this theory predicted intentions to be more physically active. Design/methodology/approach A research agency conducted a cross-sectional, online brand health survey on behalf of ParticipACTION. Exploratory factor analysis and confirmatory factor analysis established the factor structure. Structural equation modeling was used to test the hypothesized model. Findings A nationally representative sample of Canadian adults (N = 1,191) completed the survey. Exploratory factor analysis and confirmatory factor analysis supported a hypothesized five-factor brand equity framework (i.e. brand identity, brand meaning, brand responses, brand resonance and intentions). A series of structural equation models also provided support for the hypothesized relationships between the variables. Practical implications Though preliminary, the results provide a guide for understanding the branding process in the activity-promotion context. The constructs identified as being influential in this process can be targeted by activity-promotion organizations to improve brand strength. A strong organizational brand could augment activity-promotion interventions. A strong brand may also help the organization better compete against other brands promoting messages that are antithetical to their own. Originality/value This is the first study to test the brand equity pyramid using an activity-promotion brand. Results demonstrate that the brand equity pyramid may be useful in this context.

Exploring the customer experience with Airbnb

2019 ◽  
Vol 13 (4) ◽  
pp. 410-429 ◽  
Author(s):  
Jing Li ◽  
Simon Hudson ◽  
Kevin Kam Fung So
Keyword(s):  
Factor Analysis ◽  
Reliability And Validity ◽  
Customer Experience ◽  
Dimensional Structure ◽  
Empirical Examination ◽  
Content Type ◽  
Four Dimensions ◽  
The Usa ◽  
Hotel Managers ◽  
Multi Phase

Purpose The purpose of this study is to investigate the multi-dimensional structure of the Airbnb customer experience and to examine the influences of this experience on behavioral outcomes. Design/methodology/approach A multi-phase methodology was adopted using a survey questionnaire to explore the dimensions. Data were collected from a sample of 561 Airbnb users in the USA. Exploratory factor analysis and confirmed factor analysis were conducted to evaluate the reliability and validity of the scale. Findings First, the results support the hypothesis that the Airbnb customer experience comprises four dimensions: home benefits, personalized services, authenticity and social connection. Second, the study demonstrates that these dimensions significantly influence customers’ behavioral intentions. Research limitations/implications The use of a US Airbnb users sample may affect the generalizability of the results. Practical implications The findings of this study provide insights for Airbnb hosts and hotel managers. More specifically, this study offers suggestions to Airbnb hosts about how to enhance their services to customers based on the four experience dimensions and to hotels about how they can compete with Airbnb on the four experience dimensions. Originality/value This study provides an important theoretical framework for measuring the Airbnb customer experience through an empirical examination.

Identifying brand touchpoints to increase switching costs in the banking industry

2019 ◽  
Vol 38 (3) ◽  
pp. 718-736 ◽  
Author(s):  
Abdullah Sultan
Keyword(s):  
Factor Analysis ◽  
Structural Equation ◽  
Switching Costs ◽  
Service Providers ◽  
Banking Industry ◽  
Service Failure ◽  
Customer Experience ◽  
Equation Modeling ◽  
Exploratory Research ◽  
Content Type

Purpose The purpose of this paper is to study the effect of staged customer experiences on customer switching costs in the banking industry. Design/methodology/approach Brand touchpoints in the banking industry are identified by exploratory research using focus group sessions with bank customers and staff and refined by exploratory factor analysis using an independent sample of bank customers to form the staged customer experience construct. The proposed research model is then validated by confirmatory factor analysis with an independent sample using structural equation modeling. Findings Customer experience in the banking industry consists of four related but distinct stages (i.e. pre-touch, in-touch, post-touch and service failure). The first three stages have direct and indirect effects on switching costs that are partially mediated by relationship quality. Research limitations/implications Customer experience is an industry-specific construct with complicated effects on switching costs. Thus, the staged customer experience construct should be examined in different industries and applications to understand its implications. Practical implications Bank customers demand experiences that achieve desirable results in everyday situations and switch to other service providers easily if this demand is not met. Banks should focus on brand touchpoints that are both important to customers and increase switching costs to keep customers from defecting. Originality/value This research expands upon findings in the customer experience literature by exploring factors that link staged customer experiences with switching costs in the banking industry. In addition, a paradox is identified in the staged customer experience model that requires managers’ attention in order to design an effective customer experience strategy.

Measuring the Meaning of Miscarriage: Revision of the Impact of Miscarriage Scale

2014 ◽  
Vol 22 (1) ◽  
pp. 29-45 ◽  
Author(s):  
Carolyn S. Huffman ◽  
Kristen Swanson ◽  
Mary R. Lynn
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Psychometric Properties ◽  
Exploratory Factor Analysis ◽  
Factor Structure ◽  
Phenomenological Study ◽  
Original Structure ◽  
Factor Solution ◽  
Confirmatory Factor ◽  
The Impact

Background and Purpose: The purpose of this study was to determine a factor structure for the Impact of Miscarriage Scale (IMS). The 24 items comprising the IMS were originally derived from a phenomenological study of miscarriage in women. Initial psychometric properties were established based on a sample of 188 women (Swanson, 1999a). Method: Data from 341 couples were subjected to confirmatory factor analysis (CFA) and exploratory factor analysis (EFA). Results: CFA did not confirm the original structure. EFA explained 57% of the variance through an 18-item, 4-factor structure: isolation and guilt, loss of baby, devastating event, and adjustment. Except for the Adjustment subscale, Cronbach’s alpha coefficients were ≥.78. Conclusion: Although a 3-factor solution is most defensible, with further refinement and additional items, the 4th factor (adjustment) may warrant retention.

Emotional brand attachment: a factor in customer-bank relationships

2016 ◽  
Vol 34 (2) ◽  
pp. 136-150 ◽  
Author(s):  
Shalom Levy ◽  
Hayiel Hino
Keyword(s):  
Factor Analysis ◽  
Conceptual Framework ◽  
Structural Equation ◽  
Positive Relationship ◽  
Service Providers ◽  
Equation Modeling ◽  
Emotional Attachment ◽  
Content Type ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of this paper is to evaluate the relationship between customers’ emotional attachment toward bank service providers and bank loyalty. In particular, the study examines the impact of the emotional attachment factor while treating established effecting variables by employing a new conceptual framework that integrates these variables. Design/methodology/approach – The study employs data collected from a survey involving 436 participants. The study employs Exploratory Factor Analysis and Confirmatory Factor Analysis methods following a path analysis method and structural equation modeling for testing research hypotheses. Findings – The empirical results support the claim that the conceptual framework applied in this study better explains the relationship between customers’ emotional attachment toward bank service providers and bank loyalty. Specifically, the findings show a significant, direct and positive relationship between the customer’s emotional attachment and bank loyalty; an indirect positive relationship also exists through the connection of customer satisfaction. The study distinguishes between two integrated pathways consumers possibly follow when making decisions about services: the conscious decision-making process path and the emotional process path. Practical implications – The paper provides managerial and planning implications to bank service providers who seek to achieve excellent performance and a positive brand personality, thus maintaining long-lasting relationships with their customers. Originality/value – The study is among the few empirical works to specifically examine the impact of customers’ emotional attachment on bank loyalty and contributes to the available literature in that it suggests a systematic conceptual framework that evaluates the impact of key factors on bank loyalty.

The Impact of Methodological Changes in Gerontology

1992 ◽  
Vol 35 (1) ◽  
pp. 19-29 ◽  
Author(s):  
K. Warner Schaie
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Research Design ◽  
Methodological Innovation ◽  
Period Problem ◽  
Confirmatory Factor ◽  
Age Cohort ◽  
The Impact

The impact of methodological changes on gerontology is illustrated by discussing the example of the age-cohort-period problem as an innovation in research design, and examining the case of confirmatory factor analysis as an illustration of how methodological innovation informs theory.

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