The Role of Service Provider’s Rapport Behavior on Customers’ Empathy

The study is intended to explore the validity of the component system of the rapport behavior of service providers. The purpose of this study was to understand how the components of the rapport behavior of service providers affect rational and emotional empathy. This study is intended to understand the relationship between rational and emotional empathy and customer satisfaction and the effect of customer satisfaction on revisit intentions. The main purpose was to identify the moderating effect of perceived authenticity on the causal relationship between rapport behavior, empathy, and customer satisfaction and revisit intentions. The sampling method used in this study was the judgment sampling, which is a method in which the researcher selects those study subjects that are thought by the researcher to be the most suitable samples for the purpose of the study. The total questionnaire period was a total of three months, from March 15 to May 15, 2020. The total number of valid samples was 1668. Uncommonly attentive behavior, courteous behavior, information-sharing, and connecting behavior, which are components of the rapport behaviors of service providers, were found to have positive effects on rational empathy with the service provider, but common grounding behavior, which is also a component of the rapport behaviors of service providers, was found to have no statistically significant effect on rational empathy with service providers. The rapport behaviors of service providers are judged to play an important role in maintaining and developing strong ties through long-term and continuous interactions with customers.

Factors Determining the Revisit Intentions of the Tourists: A case study of Bhutan

Bhutan is an important tourist destination in South Asia, and its tourism industry has emerged as the second highest revenue generator next to hydropower. Retaining and enticing first-time tourists to revisit their country is an important policy adopted by many countries of the world. However, the growth trajectory of tourists’ flow to Bhutan changed with a sharp decline in the repeat tourists over the past straight 8 years (2011–2018) with an annual negative growth of 19.1%. Against this backdrop and the non-availability of any meaningful study on tourists’ revisit dynamics, this study investigates the factors associated with the Bhutan revisit intentions of regional and international tourists by using both quantitative and qualitative data. The quantitative data are analysed using multinomial logistic regression and are triangulated with qualitative findings. Factors such as perceived value of money, safety and control variables, viz. gender, age, category of tourists and employment are found significantly affecting tourists’ Bhutan revisit intentions. Eventually, this study also discusses policy implications at the level of the state and tour operators.

LOCAL FOOD ENJOYMENT AND CUSTOMER DELIGHT: KEYS TO REVISIT INTENTION

Jawa Tengah telah lama dikenal sebagai salah satu pusat pertumbuhan ekonomi di Indonesia. Salah satu kota terbesar di kawasan ini, juga dikenal sebagai salah satu tujuan wisata paling populer di tanah air, adalah Yogyakarta. Penelitian ini bertujuan untuk mengetahui peran kenikmatan makanan lokal dan sukacita pelanggan terhadap niat berkunjung kembali wisatawan Yogyakarta, khususnya kawasan Malioboro. Penelitian kuantitatif ini menggunakan purposive sampling; kuesioner online disebarkan kepada 193 pengunjung Malioboro, Yogyakarta. Penelitian ini menggunakan PLS-SEM untuk menganalisis data. Hasil dari penelitian ini mengungkapkan bahwa: 1) Kenikmatan makanan lokal memiliki pengaruh positif terhadap sukacita konsumen 2) Kenikmatan makanan lokal memiliki pengaruh positif terhadap niat berkunjung kembali 3) Sukacita konsumen memiliki pengaruh positif terhadap niat berkunjung kembali dan 4) Sukacita konsumen memediasi hubungan antara kenikmatan makanan lokal dan niat berkunjung kembali. Wisata kuliner melalui promosi makanan lokal dapat dimanfaatkan untuk meningkatkan ketahanan masyarakat lokal di masa pandemi COVID-19. Central Java has long been known as one of the centres of economic growth in Indonesia. One of the largest cities in the region, also known as one of the most popular tourist destinations in the country, is Yogyakarta. This research aimed to investigate the role of local food enjoyment and customer delight on tourists' revisit intentions to Yogyakarta, especially the Malioboro area. This quantitative research used purposive sampling; online questionnaires were distributed to 193 visitors of Malioboro, Yogyakarta. This study utilized PLS-SEM to analyse the data. The results of this research reveal that: 1) Local food enjoyment has a positive effect on customer delight 2) Local food enjoyment has a positive effect on revisit intention 3) Customer delight has a positive effect on revisit intention and 4) Customer delight mediates the relationship between local food enjoyment and revisit intention. Culinary tourism, which promotes local foods, has the potential to improve local community resilience during the COVID-19 pandemic.

Exploring the Relationship Between Hedonism, Tourist Experience, and Revisit Intention in Entertainment Destination

Understanding consumers’ psychology and revisit intentions are important to destination management. Few studies explored how hedonism affected on tourists’ experience and revisit intention. This study analyzes the relationship among hedonism, tourism experience, and revisit intention in Macau from the customers’ perspective. The findings show that there are direct and positive relationships between hedonism and revisit intention. This study draws the attention of applying hedonism to entertainment tourism to increase tourist revisit intention. Implications and suggestions for entertainment providers and tourism planners are provided.

MODELING TOURISTS’ SATISFACTION IN THE NATURE-BASED TOURIST DESTINATION USING STRUCTURAL EQUATION MODELING TECHNIQUE

The goal of this study is to show how satisfied tourists is of supreme significance to the tourism industry, particularly as it affects the future of a nature-based destination and explores the relationship among destination image, service quality, perceived value, tourist satisfaction, word-of-mouth, and revisit intentions of tourists. The 292 survey data was obtained via a structured questionnaire from tourists who visited the Haor region, Bangladesh and structural equation modeling (SEM) is used to test the hypothetical paths. Six hypotheses were accepted, and one is rejected. Tourism stakeholders can find important knowledge and they can satisfy tourists, which is likely by improving destination.

Effect of Hotel Air Quality Management on Guests’ Cognitive and Affective Images and Revisit Intentions

Although city air pollution levels significantly affect the hotel industry, few studies have addressed the impact of air quality management on guests’ cognitive and affective image formation and revisit intentions. Therefore, this research examined the effects of hotel air quality management on the formation of guests’ cognitive and affective images and their revisit intentions. A total of 322 valid samples were obtained by surveying hotel guests who had perceived hotel air quality management activities in the past year, with SPSS 22.0 (IBM, New York, NY, USA) and AMOS 22.0 (IBM, New York, NY, USA) employed for the empirical analysis. The cognitive and affective image constructs revealed that cognitive (perceived value and perceived quality) image influenced revisit intentions but affective image did not. These results provide insights into the need for hotel managers to develop positive cognitive and emotional images through good air quality management and the need to induce customers to revisit based on these images.

Predicting Sports Facility Revisit Intentions Based on Experience and Mediating Effects of Perceived Value

Introduction. Several factors, such as program offerings, atmosphere and provided amenities, motivate repeat visits to sports destinations, with continued patronage most often associated with perceived value. Material and Methods. This study sought to determine the extent to which perceived value in sports facilities influenced revisit intentions, for which a path analysis model was used and a valid and reliable self-administered questionnaire was completed by 384 recreational sports facility visitors. Results. Visit experience and perceived value were found to influence revisit intentions, with nearly 50% of the direct effect being because of perceived value. Conclusions. The results of this study inform both academic practice and managerial decisions.