Competing in hotel services for seniors

Marvel, M.

doi:10.1016/s0278-4319(99)00027-4

Cited by 26 publications

(14 citation statements)

References 2 publications

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“…Compared with the specific demands of general customers, Marvel [11] aimed to explore the factors that hotels must implement to satisfy elderly customers. According to the study, the four major factors of hotels that seniors value include communication, pricing policies, basic hotel services, and architectural and design features.…”

Section: Organizational Attributes Of Spa Hotelsmentioning

confidence: 99%

Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction

2015

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This study aimed to investigate the influence of the service encounter expectations of senior customers during wellness tours on customer satisfaction. The organizational attributes of hotels, organizational characteristics and employee characteristics, were adopted as mediating variables. A total of 346 valid questionnaires were retrieved from 50 year-old and above seniors in Taiwan. The results showed that the service encounter expectations of seniors had an indirect influence on customer satisfaction and the organizational attributes mediated the service encounter expectations of seniors and customer satisfaction. The moment of truth in the interactions between service staff members and seniors represents the pivotal management implication of this study.

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Section: Organizational Attributes Of Spa Hotelsmentioning

confidence: 99%

Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction

2015

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“…The bulk of mass tourism is gradually being segmented into such varied submarkets as urban tourism, nature tourism, eco-tourism, adventure tourism, sports tourism, heritage tourism, business tourism, religious tourism and recently, even dark tourism (Gibson and Yiannakis, 2002;Mishara, 2000;Poria et al, 2001). In addition to this topical segmentation, the industry is also being further subdivided to cater to the needs of special population groups such as elderly tourists (Abeyraive, 1999;Marvel, 1999;Muller and O'Cass, 2001;Prideux et al, 2000;Wuest et al, 1999), disabled tourists (Abeyraive, 1999;Burnett and Bendr, 2000;Nina and Ryder, 2003), gay tourists (Forest and Cliff, 1999;Holcomb and Luongo, 1996;Hughes, 2003) and so on (Ryan and Kinder, 1996). Likewise, general aspects of tourist needs such as the relationship between psychological urges and tourist role preference patterns for men and women are being investigated (Gibson and Yiannakis, 2002).…”

Section: Introductionmentioning

confidence: 99%

Religious Needs in the Hospitality Industry

Weidenfeld¹

2006

Tourism and Hospitality Research

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. His research interests include tourism spatial planning, collaborative planning, spatial models and religious tourism.ABSTRACT KEYWORDS: marketing, religious needs, hotel room, religious tourismIn the current competitive environment, the tourism and hospitality industries are constantly searching for new customer segments and for ways of improving competitiveness. Thus, the provision of religious aspects in the hospitality product could prove a valuable and integral part of the customer's orientation. This paper highlights the importance of satisfying religious needs to increase the satisfaction of customers. This is the first time empirical findings concerning the religious needs of tourists have been examined, and the study is based on a sample of 179 Christian tourists in Israel. This research suggests that the tourists' religious needs constitute an independent area of research and that satisfying religious needs in the accommodation industry should be taken into consideration in the marketing process.

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“…The large number and high projected-growth rate of this segment imply a substantial and increasing market for many goods and services (Gilman, 1986;Linden, 1985;Marvel, 1999;Pederson and Petre, 1986;Stevens, 2001). Between 1950 and 2000, Taiwan's 65 and older population increased from 2.4% to 9%.…”

Section: Introductionmentioning

confidence: 99%

Senior citizens and their dining-out traits: Implications for restaurants

Morrison

2007

International Journal of Hospitality Management

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Competing in hotel services for seniors

Cited by 26 publications

References 2 publications

Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction

Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction

Religious Needs in the Hospitality Industry

Senior citizens and their dining-out traits: Implications for restaurants

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