scholarly journals Building Sustainable Relationships: Service Innovation at the Pinnacle of Touristic Achievement

2021 ◽  
Vol 11 (1) ◽  
Author(s):  
Boon Liat Cheng ◽  
◽  
Mansori Shaheen ◽  
Tat-Huei Cham ◽  
Michael M Dent ◽  
...  
Keyword(s):  
Focal Point ◽  
Hot Spot ◽  
Service Innovation ◽  
Tourism Industry ◽  
Destination Image ◽  
Asia Pacific ◽  
Destination Loyalty ◽  
Tourist Satisfaction ◽  
Brand Reputation ◽  
Modelling Approach

Asia Pacific is renowned as a travelling hot spot amongst both domestic and international tourists. With Malaysia as the focal point, and based on the foundation of Stimulus-Organism-Response (SOR), this study aims to explore different routes undertaken by tourists towards both satisfaction and loyalty concerning the Malaysian tourism industry, following the impacts of service innovation and destination image. A self-administrated survey was conducted across 322 tourists. The significance of the hypothesized relationships was further tested by employing the AMOS’s structural modelling approach. Obtained results demonstrate that service innovation as a direct antecedent to destination loyalty, destination image and tourist satisfaction. Destination image also has a direct influence on destination loyalty. The mediating roles of destination image and tourist satisfaction between service innovation and destination loyalty were also established. The findings determined service delivery and innovation as more effective marketing tools to tourism practitioners for building brand reputation and tourists’ loyalty. Service innovation remains absolutely crucial in the competitive tourism marketplace to build and sustain tourist satisfaction and destination loyalty.

scholarly journals Car Tourism in China: The Mediation Effect of Perceived Value and Tourist Satisfaction on the Relationship between Destination Image and Loyalty

2016 ◽  
Author(s):  
Bin Wang ◽  
Zhaoping Yang ◽  
Fang Han ◽  
Hui Shi
Keyword(s):  
Structural Equation ◽  
Perceived Value ◽  
Tourism Industry ◽  
Mediation Effect ◽  
Destination Image ◽  
Destination Loyalty ◽  
Tourist Satisfaction ◽  
Equation Modelling ◽  
Heritage Site ◽  
The Relationship

This study aims to test a model linking destination image, perceived value, tourist satisfaction, and tourist loyalty. Based on a sample of 300 tourists travelling by car from the World Natural Heritage Site of Tianchi, China, a new model of destination image was explored and data were analysed using partial least squares structural equation modelling (PLS-SEM). The results show that perceived value and satisfaction are direct antecedents of destination loyalty. Above all, perceived value and tourist satisfaction mediate the relationship between destination image and loyalty. Finally, this study discusses the theoretical and management implications of the findings in order to boost the tourism industry in the context of car trips.

scholarly journals Road Trip in China: The Mediation Effect of Perceived Value and Tourist Satisfaction on the Relationship between Destination Image and Loyalty

2016 ◽  
Author(s):  
Bin Wang ◽  
Zhaoping Yang ◽  
Fang Han ◽  
Hui Shi
Keyword(s):  
Structural Equation ◽  
Perceived Value ◽  
Tourism Industry ◽  
Mediation Effect ◽  
Destination Image ◽  
Equation Modeling ◽  
Road Trip ◽  
Destination Loyalty ◽  
Tourist Satisfaction ◽  
The Relationship

This study aims to test a model linking destination image, perceived value, tourist satisfaction, and tourist loyalty. Based on a sample of 300 tourists travelling by car from the World Natural Heritage Site of Tianchi, China, a new model of destination image was explored and data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results revealed that perceived value and satisfaction are the direct antecedents of destination loyalty. Above all, perceived value and tourist satisfaction mediate the relationship between destination image and tourist loyalty. Finally, this study discusses the theoretical and management implications to boost the tourism industry in the car trip context.

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.

scholarly journals Road Trip in China: The Mediation Effect of Perceived Value and Tourist Satisfaction on the Relationship between Destination Image and Loyalty

2016 ◽  
Author(s):  
Bin Wang ◽  
Zhaoping Yang ◽  
Fang Han ◽  
Hui Shi
Keyword(s):  
Structural Equation ◽  
Perceived Value ◽  
Tourism Industry ◽  
Mediation Effect ◽  
Destination Image ◽  
Equation Modeling ◽  
Road Trip ◽  
Destination Loyalty ◽  
Tourist Satisfaction ◽  
The Relationship

This study aims to test a model linking destination image, perceived value, tourist satisfaction, and tourist loyalty. Based on a sample of 300 tourists travelling by car from the World Natural Heritage Site of Tianchi, China, a new model of destination image was explored and data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results revealed that perceived value and satisfaction are the direct antecedents of destination loyalty. Above all, perceived value and tourist satisfaction mediate the relationship between destination image and tourist loyalty. Finally, this study discusses the theoretical and management implications to boost the tourism industry in the car trip context.

DETERMINANTS OF LOYALTY IN CULTURAL DESTINATIONS: EVIDENCE FROM PETRA, JORDAN

2021 ◽  
Keyword(s):  
Positive Impact ◽  
Tourism Industry ◽  
Destination Image ◽  
Future Research ◽  
Empirical Examination ◽  
Destination Loyalty ◽  
Perceived Risks ◽  
Future Research Agenda ◽  
Five Factors ◽  
New Evidence

It is commonly understood within the tourism industry that the longer term success of a destination depends on visitor loyalty. While there have been extensive scholarly investigations of destination loyalty, there has been minimal empirical examination of the most critical determinants of loyalty within a single integrated model, particularly in the context of cultural destinations. To bridge this gap, this study investigates the direct influence of five factors on destination loyalty; destination image, destination awareness, perceived risks, perceived quality, and perceived value. The authors also provide new evidence about these relationships, with a focus on Petra one of the world’s most popular cultural-oriented destinations. Using a purposive sampling method, a total of 708 surveys were collected from international tourists who visited Petra between April and June 2019. It was found that all antecedents apart from perceived risks, had a positive impact on destination loyalty. Apart from extending knowledge about destination loyalty, this study provides key implications for practitioners and proposes a future research agenda.

The Impact of Service Innovation on Tourist Satisfaction: Evidence from the Malaysian Tourism Industry

2014 ◽  
Vol 2 (3) ◽  
pp. 93-106
Author(s):  
Boon Liat Cheng
Keyword(s):  
Product Innovation ◽  
Service Innovation ◽  
Services Marketing ◽  
Process Innovation ◽  
Tourism Industry ◽  
Organisational Innovation ◽  
Marketing Innovation ◽  
Tourist Satisfaction ◽  
Body Of Knowledge ◽  
The Impact

Objective - This study proposed a model to test the impacts of the four dimensions of service innovation (i.e., process innovation, organisational innovation, marketing innovation and product innovation) on tourist satisfaction in the Malaysian tourism. Methodology/Technique - Measurement items for the dimensions of service innovation were developed through focus group interviews. A convenience sampling approach was adopted with the distribution of 400 questionnaires among local and foreign tourists. Statistical tolls in the Statistical Package for the Social Sciences (SPSS) were adopted to analyse the reliability of items and the hypothesised relationships in the proposed research model. Findings - The findings reveal that the respective dimensions of service innovation are significantly related to tourist satisfaction. These findings contribute to the services marketing body of knowledge by providing insight on the impact of service innovation on tourist satisfaction. Novelty - Limited studies have been done to examine the impact of service innovation dimensions on tourist satisfaction.The findings of this study contribute to the services marketing body of knowledge by providing insight on the impact of service innovation on tourist satisfaction. At the same time to address the practical implications by recommending relevant and effective service innovation strategies for the tourism industry in Malaysia. This knowledge is useful for benchmarking better service innovation practices among the industry practitioners. Type of Paper - Empirical Keywords: Service Innovation; Process Innovation; Organisational Innovation; Marketing Innovation; Product Innovation; Tourist Satisfaction

An application of AHP approach to investigate tourism promotional effectiveness

2013 ◽  
Vol 19 (1) ◽  
pp. 1-22
Author(s):  
Wen-Hsiang Lai ◽  
Nguyen Quang Vinh
Keyword(s):  
Tourism Industry ◽  
Destination Image ◽  
Factors Affecting ◽  
Tourist Destinations ◽  
Tourist Satisfaction ◽  
Promotional Strategy ◽  
Service Staff ◽  
Promotional Strategies ◽  
Study Designs ◽  
Hierarchy Process

Purpose – The tourism industry service network (TISN) is considered to be one of the largest components of tourism in the modern Vietnamese economy. The Vietnam National Administration of Tourism (VNAT) is currently developing a long-term plan to diversify the country’s tourism industry and to improve the destination image of Vietnam. To successfully implement this plan, the Vietnamese tourism industry must employ effective promotional strategies. Design – This study designs to determine the necessity of measuring the effectiveness of the promotional activities of tourist destinations and to decide upon a promotional strategy that appropriately parallels the desired destination attributes and destination image. Methodology – This study proposes to address tourism promotional efficiency using the analytical hierarchy process (AHP) methodology, a decision-making method based on pairwise comparisons between criteria, and constructs an evaluation structure with criteria-associated weights for factor selection. Approach – In accordance with AHP design, this study selects participants who had been in charge of or served in the Vietnamese tourism industry for a number of years. Findings – This study finds that “government policy”, “service staff” and “tourist satisfaction” are the three most important factors impacting tourism promotional effectiveness. Surprisingly, “tourist loyalty” and “tourism infrastructure” are considered to be the least important factors affecting tourism promotional efficiency. Originality of the research – This study provides valuable information and knowledge of tourism promotional effectiveness to be fully shared and passed on in the tourism industry, resulting in a corporate cultural atmosphere that creates the innovative impetus of destination attributes and images.

The boundary condition of travel satisfaction and the mediating role of destination image: The case of event tourism

2018 ◽  
Vol 25 (2) ◽  
pp. 207-224 ◽  
Author(s):  
IpKin Anthony Wong ◽  
Yueying Hazel Xu ◽  
Xiuchang Sherry Tan ◽  
Huijun Wen
Keyword(s):  
Boundary Condition ◽  
Theoretical Perspective ◽  
Destination Image ◽  
Mediating Effects ◽  
Destination Loyalty ◽  
Mediating Role ◽  
Tourist Satisfaction ◽  
Event Tourism ◽  
Travel Satisfaction

Planned events have been acknowledged to improve the image of a place. Although there are ample studies examining the destination image and tourist behaviors, this research focuses on the mediating effects of different destination images on the linkage between travel-specific event value and destination loyalty. In addition, this study seeks to advance the literature by addressing the mixed findings of event-induced destination image by examining the moderating effect of travel satisfaction. Moderated mediating effects of cognitive and affective destination images as well as the moderated indirect effect of event value are also tested. From a broader theoretical perspective, this study aims to advance the importance of event-induced destination image and the loyalty formation process by demonstrating the boundary condition of a trip based on tourist satisfaction.

India’s destination image and loyalty perception in Thailand

2020 ◽  
Vol 6 (3) ◽  
pp. 565-582
Author(s):  
Theera Erawan
Keyword(s):  
Mixed Methods ◽  
Conceptual Model ◽  
Research Methodology ◽  
Indirect Effects ◽  
Mixed Methods Research ◽  
Tourism Industry ◽  
Destination Image ◽  
Equation Modeling ◽  
Content Type ◽  
Destination Loyalty

Purpose The purpose of this paper is to examine the direct and indirect effects of destination image on destination loyalty. Indirect effects are measured via tourists’ satisfaction. Design/methodology/approach A reliable conceptual framework was developed through a mixed methods research methodology. A three-pronged approach was used to cross-validate the results from a literature review, expert interviews, and exploratory study. Structural equation modeling was used in conceptual model development and hypotheses testing. Findings Exploratory dimensions of destination image, satisfaction and destination loyalty of Indian cities were revealed from Thai tourists’ perception. The positive indirect effects of destination image on destination loyalty via satisfaction is supported. Research limitations/implications This study is limited to tourists of Thai nationality who visited India’s travel destinations. Future research should include further generalization of the research methodology to specific travel destination. Practical implications This study provides useful information for India’s tourism industry, specifically for the marketing of historical cities as travel destinations. Originality/value By proposing a reliable conceptual model based on a mixed methods research methodology, this study is among the first to explore destination image, satisfaction and destination loyalty in India’s tourism context. The mediating role of satisfaction on destination image and destination loyalty was also recognized as an extension of, and contribution, to the theoretical foundation for the destination image concept.

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