Journal ArticleDOI
Does self‐service technology impact destination image and customer delight?
R. Lakshmi,P. Ganesan +1 more
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TLDR
In this paper, the role of self-service technology in enhancing destination image and perceived value in the context of Tirupati Thirumala Balaji Devasthanam, the most visited temple in the world is discussed.Abstract:
Purpose – The purpose of this paper is to study customer delight in tourism as influenced by destination image and perceived value, in the context of Tirupati Thirumala Balaji Devasthanam, the most visited temple in the world. Further, the role of self‐service technology in enhancing destination image is also discussed.Design/methodology/approach – The paper employs a causal research design and convenient sampling techniques. The target population of this study is the visitors who visited Thirumala temple during the past year. A self‐administered questionnaire including both structured and open‐ended questions and interviews schedules were employed. Factor and regression analysis have been used to explore the tourist's attitude towards self‐service technology interfaces, in the context of Thirumala Thirupathi Devasthanam (TTD).Findings – The self‐service technology channels such as the web site and the television channel had an impact on the customer delight element and these online channels need to be ex...read more
Citations
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If you install it, will they use it? Understanding why hospitality customers take “technological pauses” from self-service technology
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Automated service quality as a predictor of customers' commitment
TL;DR: In this paper, the authors highlight the significance of automated service factors, customer trust, and delight in customer commitment within the United Arab Emirates (UAE) banking context, and propose a conceptual model of the relationship between automated factors and customer satisfaction.
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Experienced international business traveller’s behaviour in Iran: A partial least squares path modelling analysis
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Religious tourism – a review of the literature
TL;DR: A review of the literature around the area is presented in this paper, where all papers with the term "religious tourism" have been searched via Emerald Insight from January 2006 to December 2017.
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Is planning through the Internet (un)related to trip satisfaction
TL;DR: The relationship between trip satisfaction and actual Internet use for planning and booking accommodation and activities in overseas trips is tested and it is found that there is barely no relationship between pre-trip Internet use and trip satisfaction.
References
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Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:
TL;DR: In this paper, evidence from past research and insights from an exploratory investigation are combined in a conceptual model that defines and relates price, perceived quality, and perceived value for a product.
Journal ArticleDOI
A Multistage Model of Customers' Assessments of Service Quality and Value
Ruth N. Bolton,James H. Drew +1 more
TL;DR: In this article, the authors developed a model of how customers with prior experiences and expectations assess service performance levels, overall service quality, and service value, applied to residential customers' assessments of local telephone service.
Journal ArticleDOI
A model of destination image formation
Seyhmus Baloglu,Ken W. McCleary +1 more
TL;DR: A major finding was that a destination image is formed by both stimulus factors and tourists' characteristics, which provides important implications for strategic image management and can aid in designing and implementing marketing programs for creating and enhancing tourism destination images.
Journal ArticleDOI
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
TL;DR: In this article, the authors describe the results of a critical incident study based on more than 800 incidents involving self-service technologies solicited from customers through a Web-based survey, and present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions.
Journal ArticleDOI
Factors influencing destination image
Asunción Beerli,Josefa D. Martín +1 more
TL;DR: In this paper, the authors develop and empirically validate a model which explains the different factors which form the post-visit image of a destination based on a literature review, which will involve analyzing the relationship between the different components of the perceived image and the factors which influence its formation.
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