Benchmarking holiday experience: the case of senior tourists

Johann, Maria; Panchapakesan, Padma

doi:10.1108/bij-04-2015-0038

Cited by 23 publications

(26 citation statements)

References 54 publications

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“…In the tourism context, the term "senior tourist" has been used broadly in previous studies, with seniors being considered to be those more than 35 years old (Hughes & Deutsch, 2010), 50 years old (C. F. Chen & Wu, 2009;Pezeshki et al, 2019), 55 years old (Losada et al, 2019;Patterson, 2006), and 60 years old (Esiyok et al, 2018;Jang et al, 2009;Johann & Padma, 2016). Some distinguish between "younger seniors," that is, those from 65 to 79 years old, and "seniors," that is, those above 80 years old (Möller et al, 2007).…”

Section: Defining Future and Senior Touristsmentioning

confidence: 99%

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Attributes of Senior-Friendly Tourism Destinations for Current and Future Senior Tourists: An Importance-Performance Analysis Approach

2021

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This study aims to identify the tourists’ expectation and satisfaction of destination attributes from the perspective of senior tourists in Malaysia. Two groups of tourists were chosen as the study sample, that is, future seniors (40–54 years old) and seniors (55 years old and above). It is hoped that, through recognizing and raising awareness on the need for equal traveling opportunities, senior tourists and future senior tourists will be encouraged to undertake more tourism activities. An importance-performance analysis (IPA) and paired sample t tests were employed to investigate senior tourists’ perceptions of senior-friendly destination attributes. Measures of destination attributes included the “4As” (i.e., attractions, accessibility, amenities, and ancillary services). The findings from a survey of 227 respondents revealed that the most important attributes for a senior-friendly destination are safety and cleanliness. Other attributes deemed important by senior tourists include the availability of leisure facilities and barrier-free public transportation. The findings also highlight attributes that tourism industry practitioners may use to improve tourists’ satisfaction and develop into competitive advantages against other tourist destinations. Both theoretical and practical implications of these important findings are discussed.

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Section: Defining Future and Senior Touristsmentioning

confidence: 99%

“…In the empirical literature, numerous scholars (Abooali et al, 2015;Esichaikul, 2012;Johann & Padma, 2016;Lee, 2016) have recently examined seniors' perceptions of destination attributes. Most of these studies have treated the senior travel market as a homogeneous group across generations (Lehto et al, 2008).…”

Section: Introductionmentioning

confidence: 99%

Attributes of Senior-Friendly Tourism Destinations for Current and Future Senior Tourists: An Importance-Performance Analysis Approach

2021

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“…The current discussion lacks the overall picture of the economic consequences for the global pandemic. We might expect a broader discussion on fiscal financing [32], health system financing [33], public administration reorganisation [34], the sharing economy, changes in tourist preferences [35], alternative costs of the globalization of the supply chain distortion, chemical industry concentration [36], microeconomic asymmetric shocks to different industry branches e.g. leisure versus respirator manufacturing industry, rapid digitisation of services, and reshaping of innovative work behaviour [37], particularly high school education.…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

Dynamics of the COVID-19 Contagion and Mortality: Country Factors, Social Media, and Market Response Evidence From a Global Panel Analysis

2020

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This research asks how an epidemic affects human behaviour. Probably the COVID-19 contagion is the most adverse global public health, economic, social, and technological stress since the Second World War. It affects almost all countries and challenges the globalisation particularly the global supply chain. The research community struggles with the multidimensional consequences of the SARS-CoV-2 virus infections. The critical goal is to quickly implement an efficient vaccine, as the society faces a tradeoff between death exposure and the size of the economic downturn. With this paper, we search for factors affecting contagion, mortality, and the time span between the country virus inception and first death. Additionally, we analyse the development of social media and financial markets. We applied a panel data set on all of the countries across the globe from 31 December 2019 until 31 March 2020 to investigate the patterns of epidemic development. We examined 7,642 country-daily data. We constructed classification tree regression, panel, and cross-sectional regression models. Our results support the conclusion that: 1) the speed of severity and contagion is different between themselves and across continents, 2) financial markets and social media respond differently to factors affecting contagion and severity, and 3) the time span between the first contagion in the economy and first death case cannot be plausibly explained with time-invariant variables. This research supports the policymakers with robust data for the informative allocation of scarce resources.

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“…Chatzigeorgiou et al (2009) conclude that customer emotions are a key determinant to CS and repeated visits. In other words, satisfaction is defined as a tourist's affective state, resulting from an overall appraisal of psychological preference and pleasure towards the tourist destination (Huang et al, 2006). Coghlan (2012) defines CS as an emotional state of mind after exposure to the performance offered by the tourism provider, so that emotions are also in the core of the definition of CS.…”

Section: Constructmentioning

confidence: 99%

“…The benchmarking approach resolves this shortcoming in part as the satisfaction regarding some attributes are now compared to a determined set of competitors. Thus, some scholars (Johann et al, 2016;Wober, 2002), avoid the biased data performance obtained by expectationbased measures by determining a set of similar competitor organizations. Nevertheless, this approach also presents some important drawbacks like constraints regarding time consumption, costs, and the need for guests to know -not only the organization being evaluated, but also those that belong to the set of potential competitors.…”

Section: The Theoretical Framework Of the Antecedents And Consequencementioning

confidence: 99%

The antecedents and consequences of customer satisfaction in tourism: a systematic literature review

2018

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Purpose -The aim of this paper is to provide empirical guidance on those antecedents and consequences of customer satisfaction (CS) that may be included in the tourism sector and based on a systematic literature review. Design/methodology/approach -Undertaken through a review of 495 papers that have been published in 41 journals since 1988 and up to 2016 (a 29-year period). A more detailed understanding and discussion is also provided, which has been based on the analysis of the 100 most-cited articles. Findings -The theoretical models and the empirical applications provided depend to some extent on the sector under analysis. Nevertheless, the most popular determinants and consequences are service quality and loyalty (recommendation and revisiting), respectively. CS antecedents have been studied more than CS consequences. Research limitations/implications -The analysis has been based solely on English language articles that appear in Scopus. As a result, the geographical areas and the tourist sectors are definitely biased by this selection, and the results cannot be easily transferred to other geographical areas or tourist sectors. Practical implications -The results obtained from the study have relevant empirical and practical implications for hospitality researchers and practitioners. Firstly, the selected papers may be used as a valid starting point to research CS with respect to antecedents and consequences. Hospitality managers can also benefit from a better understanding of this triplet in tourism. Originality/value -This study is the first attempt to provide a systematic literature review on the antecedents and consequences of CS in tourism. Thus, researchers in the field will be able to begin their work with a complete and comprehensive model that considers the main antecedents and consequences of CS in tourism.

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Benchmarking holiday experience: the case of senior tourists

Cited by 23 publications

References 54 publications

Attributes of Senior-Friendly Tourism Destinations for Current and Future Senior Tourists: An Importance-Performance Analysis Approach

Attributes of Senior-Friendly Tourism Destinations for Current and Future Senior Tourists: An Importance-Performance Analysis Approach

Dynamics of the COVID-19 Contagion and Mortality: Country Factors, Social Media, and Market Response Evidence From a Global Panel Analysis

The antecedents and consequences of customer satisfaction in tourism: a systematic literature review

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