The Moderating Role of Information Quality in the Relationship Between guides’ Communication Skills and Tour Satisfaction

IF 2.6 4区管理学 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

Journal of Quality Assurance in Hospitality & Tourism Pub Date : 2023-10-05 DOI:10.1080/1528008x.2023.2264510

Dilan Arabacıoğlu, Bekir Bora Dedeoglu

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引用次数: 0

Abstract

ABSTRACTThis study aims to determine the moderating effect of the quality of information given by guides on the relationship between guides’ communication skills and tour satisfaction. The data for this study were collected from 300 foreign tourists who participated in guided tours in Nevsehir province, Core Cappadocia, by means of surveys. The partial least squares method was used to test the developed model. According to the analysis results, guides’ communication skills significantly affect tourist tour satisfaction. However, guides’ empathy skills had no significant impact on tourists’ satisfaction with tours. The quality of information given by guides was found to have a moderating role in the relationship between guides’ respect toward tourists and tour satisfaction. On the other hand, information quality had no moderating effect on the relationship between guides’ self-expression skills and tour satisfaction.KEYWORDS: Tourist guidescommunication skillsinformation qualitytour satisfactionTurkey Disclosure statementNo potential conflict of interest was reported by the author(s).

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信息质量在导游沟通技巧与游客满意度关系中的调节作用

摘要本研究旨在探讨导游信息质量对导游沟通技巧与游客满意度关系的调节作用。本研究的数据是通过问卷调查的方式收集300名在卡帕多西亚中部内夫谢希尔省参加导游的外国游客。利用偏最小二乘法对所建立的模型进行了检验。分析结果显示，导游沟通能力显著影响游客的旅游满意度。然而，导游的同理心技能对游客的旅游满意度没有显著影响。导游所提供的信息质量在导游对游客的尊重与旅游满意度之间具有调节作用。另一方面，信息质量对导游自我表达能力与导游满意度之间的关系没有调节作用。关键词:导游沟通技巧信息质量旅游满意度土耳其披露声明作者未发现潜在的利益冲突

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来源期刊

Journal of Quality Assurance in Hospitality & Tourism HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

7.00

自引率

18.20%

发文量

期刊介绍： The Journal of Quality Assurance in Hospitality & Tourism serves as a medium to share and disseminate new research findings, theoretical development and superior practices in hospitality and tourism. The journal aims to publish cutting-edge, empirically and theoretically sound research articles on quality planning, development, management, marketing, evaluation, and adjustments within the field. Readers of the journal stay up-to-date on the latest theory development and research findings, ways to improve business practices, successful hospitality strategies, maintenance of profit requirements, and increasing market share in this complex and growing field. Comprised of conceptual and methodological research papers, research notes, case studies, and review books and conferences the Journal of Quality Assurance in Hospitality & Tourism offers readers examples of real world practices and experiences that involve: -Organizational development and improvement -Operational and efficiency issues -Quality policy and strategy development and implementation -Quality function deployment -Quality experiences in hospitality industry -Service quality improvement and customer satisfaction -Managerial issues, such as employee empowerment & benefits, quality costs, & returns on investment -The role and participation of private and public sectors, including residents -International, national, and regional tourism; tourism destination sites; arid systems of tourism