Journal of Hospitality & Leisure Marketing最新文献_第9页

The ‘Big Easy or the Hard Ask’: A Case Study of Service Quality in New Orleans Hotels “大的容易还是难的问题”:新奥尔良酒店服务质量的案例研究

Journal of Hospitality & Leisure Marketing Pub Date : 2006-02-15 DOI: 10.1300/J150v13n03_10

H. Chacko, Michael C. G. Davidson, Yvette N. J. Green

引用次数: 13

Examining the Nature and Dynamics of At-Destination Recommendations: The Local Experts' Perspective 考察目的地推荐的性质和动态:本地专家的观点

Journal of Hospitality & Leisure Marketing Pub Date : 2006-02-15 DOI: 10.1300/J150v13n03_08

Youcheng Wang, D. Severt, P. Rompf

{"title":"Examining the Nature and Dynamics of At-Destination Recommendations: The Local Experts' Perspective","authors":"Youcheng Wang, D. Severt, P. Rompf","doi":"10.1300/J150v13n03_08","DOIUrl":"https://doi.org/10.1300/J150v13n03_08","url":null,"abstract":"ABSTRACT At-destination referrals from local experts play a critical and complementary role in information sourcing and venue decision strategies by visitors of a destination. This context-specific form of word-of-mouth communication is widely practiced, yet remains an under-researched phenomenon when taking into consideration the broad range of locals utilized by visitors when making at-destination decisions on travel-related services. Most word-of-mouth studies have examined its influence on consumer's purchase behavior, but few attempts have been made to investigate the local experts' perspective. This exploratory study attempts to contribute to the understanding of the phenomenon from the local experts' perspective from two aspects: (1) examining the nature and significance of at-destination recommendations; and (2) developing and testing a motivational construct of locals making recommendations. The results provide further evidence of a broad range of residents within a community being involved in the provision of venue information and direct property referrals. A test of motivational scale items reveals that five themes emerge as the underlying constructs driving the local experts' referral behavior. Discussion and implications are also provided based on the study results.","PeriodicalId":341174,"journal":{"name":"Journal of Hospitality & Leisure Marketing","volume":"17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-02-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123038120","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 6

Standardization and Individualization Strategies of Hotel Brands: Matching Strategy to Quality Management Instruments and Marketing in Germany 酒店品牌的标准化与个性化策略:德国质量管理手段与市场营销的匹配策略

Journal of Hospitality & Leisure Marketing Pub Date : 2006-02-15 DOI: 10.1300/J150v13n03_03

R. Bouncken, Constanze Pick, C. Hipp

引用次数: 8

Service Recovery and Pre-Emptive Strategies for Service Failure: Both Lead to Customer Satisfaction and Loyalty, But for Different Reasons 服务恢复与服务失败的先发制人策略:两者都导致顾客满意和忠诚，但原因不同

Journal of Hospitality & Leisure Marketing Pub Date : 2006-02-15 DOI: 10.1300/J150v13n03_09

D. Cranage, A. Mattila

{"title":"Service Recovery and Pre-Emptive Strategies for Service Failure: Both Lead to Customer Satisfaction and Loyalty, But for Different Reasons","authors":"D. Cranage, A. Mattila","doi":"10.1300/J150v13n03_09","DOIUrl":"https://doi.org/10.1300/J150v13n03_09","url":null,"abstract":"ABSTRACT Recent research has shown that giving an informed choice to customers can be an effective pre-emptive strategy to offset the damaging effects of service failure. The principle behind this strategy is that customers given an informed choice have increased feelings of self-attributions, share the responsibility for the service failure, feel more regret and stay more loyal. The research has shown that this strategy of informed choice keeps customers more loyal, whether they choose a risky or safe alternative. However, does this strategy work when service failure occurs and the normal service recovery strategies of an apology and/or compensation are given? Would customers still feel some responsibility for the outcome and still be satisfied and stay more loyal? Or would an apology and/or compensation give a mixed signal that the service establishment alone was responsible for the service failure? An alternative perspective would be that by combining pre-emptive and service recovery strategies, customers would feel appreciation and respect for the service company for their disclosure and commitment to complete customer satisfaction. The principle finding was that customer satisfaction and loyalty were higher after a service failure when either the pre-emptive strategy of giving informed choice or the service recovery strategy of an apology and/or compensation were used, than when no choice, apology or compensation were offered. However, the highest ratings for customer satisfaction and loyalty were recorded when both strategies were employed together. Interestingly, the reasons for the higher customer satisfaction and loyalty differed for the individual strategies as well as for the combination of the two strategies. The results have practical implications for service managers.","PeriodicalId":341174,"journal":{"name":"Journal of Hospitality & Leisure Marketing","volume":"105 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-02-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134390768","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 39

The Comparative Evaluation of Hotel Service Quality from a Managerial Perspective 管理视角下的酒店服务质量比较评价

Journal of Hospitality & Leisure Marketing Pub Date : 2006-02-15 DOI: 10.1300/J150v13n03_04

Hokey Min, H. Min

引用次数: 31

Service Networks: A Framework to Match Customer Needs, Service Offer, and Operational Activities 服务网络:匹配客户需求、服务提供和运营活动的框架

Journal of Hospitality & Leisure Marketing Pub Date : 2006-02-15 DOI: 10.1300/J150v13n03_06

J. Kandampully, P. Promsivapallop

{"title":"Service Networks: A Framework to Match Customer Needs, Service Offer, and Operational Activities","authors":"J. Kandampully, P. Promsivapallop","doi":"10.1300/J150v13n03_06","DOIUrl":"https://doi.org/10.1300/J150v13n03_06","url":null,"abstract":"ABSTRACT In the evolving and competitive global marketplace, hospitality firms have to seek new business models to enable them to customize their offer and to fulfil the specific needs of customers. Such needs are varied and complex, and it is often beyond the capacity of a single firm to fulfil them all. It has therefore become imperative that hospitality firms seek partnering firms to assist them in fulfilling the requirements of their customers. Through service-network partnerships with other firms, hospitality firms can effectively provide customers with end-to-end services from the initial contact through the entire cycle of the service experience. Hospitality firms are therefore increasingly using networks and outsourcing to assist them to serve customers whose requirements are outside a single firm's competency. However, in seeking guidance on how this can be managed effectively, existing theoretical knowledge in hospitality management has proved to be of limited use. The present paper proposes a conceptual framework for managing vertical networks for the purpose of value enhancement. This conceptual study examines how hospitality firms can strategically use service-network partners to outsource non-core services with a view enhancing the value of their service offer and gain a competitive advantage in the market.","PeriodicalId":341174,"journal":{"name":"Journal of Hospitality & Leisure Marketing","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-02-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126158822","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 23

Sharing the Responsibility for Service Failure with Customers: The Effects of Informed Choice and Outcome Foreseeability on Customer Loyalty and Exit 与顾客分担服务失败的责任:知情选择和结果可预见性对顾客忠诚和退出的影响

Journal of Hospitality & Leisure Marketing Pub Date : 2006-02-15 DOI: 10.1300/J150v13n03_11

D. Cranage, H. Sujan, G. Godbey

引用次数: 9

Perceived Quality of Hotels in Neuquen Province, Argentina 阿根廷内乌肯省酒店的感知质量

Journal of Hospitality & Leisure Marketing Pub Date : 2006-02-15 DOI: 10.1300/J150v13n03_05

Lucía Tamagni, Marina Zanfardini

引用次数: 5

Prior Experience Satisfaction and Subsequent Fairness Perceptions Within the Service Experience 服务体验中的先前体验满意度和随后的公平性感知

Journal of Hospitality & Leisure Marketing Pub Date : 2006-02-15 DOI: 10.1300/J150v13n03_07

D. Severt, D. Tesone, S. Murrmann

引用次数: 15

Service Climate, Employee Identification, and Customer Outcomes in Hotel Property Rebrandings 酒店物业品牌重塑中的服务氛围、员工认同和客户结果

Journal of Hospitality & Leisure Marketing Pub Date : 2006-02-01 DOI: 10.1300/J150v13n03_02

David Solnet, Neil Paulsen

引用次数: 29