Dimensions and outcomes of experience quality in tourism: The case of Port wine cellars

Fernandes, Teresa; Cruz, Mariana

doi:10.1016/j.jretconser.2016.05.002

Cited by 146 publications

(132 citation statements)

References 80 publications

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“…The SERVQUAL method was adjusted and validated by various types of service industry quality measurements, including the tourist sector. In general, the literature on the subject indicates the examples of the method's application in many earlier studies on resort towns [23], hotels [24,25], tourist shopping [26], outbound guided package tours [27], tourists' foreign health service [28], medical tourism [29,30], satisfaction levels of two nationalities visiting the same destination [31], casinos [32], airline baggage handling systems [33], city tourism [34], or wine cellars [35]. Meanwhile, the research using the SERVQUAL method was also conducted with regard to museums.…”

Section: Research Status Analysismentioning

confidence: 99%

Using SERVQUAL Method to Assess Tourist Service Quality by the Example of the Silesian Museum Established on the Post-Mining Area

Kowalska

Ostręga

2020

Land

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The increasing role of the tourism industry in the global economy and the growing competition makes it necessary to ensure constant performance and continually improve quality. The paper draws attention to the necessity of conducting research on tourist attraction quality also in post-industrial areas which have become attractive tourist sites. It is emphasised that industrial tourism is a new yet quickly developing phenomenon in Poland, which compels managers to differentiate their service range and improve quality standards. The paper employs the SERVQUAL (SERvice QUALity) method to assess the quality of tourist services as a theoretical instrument to measure overall visitor satisfaction. The subject of the research was the Silesian Museum, which is result of reclamation and revitalisation of the inactive “Katowice” Hard Coal Mine. The article presents an empirical verification of the methodology which was modified for the purposes of the research subject. The Museum is considered to be one of the most important cultural centres and a crucial element of the social life of the Silesia region where mining activity has been carried out for centuries. Thirty young people from different continents participated in the survey. The results demonstrated that the expectations of the visitors were not met in three cases only which suggests a very high quality of the Silesian Museum. Moreover, the presented results show increasing capabilities and opportunities to maintain a high quality of services in the studied facility. The findings indicate that the appropriately modified SERVQUAL methodology is a valuable and simple tool to evaluate visitor satisfaction. The results of the evaluation of the Silesian Museum services will be presented to the facility managers. Further research will be carried out after the improvement and implementation of the next stage of the Museum’s development.

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Section: Research Status Analysismentioning

confidence: 99%

Using SERVQUAL Method to Assess Tourist Service Quality by the Example of the Silesian Museum Established on the Post-Mining Area

Kowalska

Ostręga

2020

Land

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“…Numerous studies have also already contemplated a multidimensional approach. In effect, several dimensions emerge from the tourism experience theme: the sensorial dimension (Dias et al, 2017;Krishna, 2012;Krishna & Schwarz, 2014;Zatori, Smith, & Puczko, 2018), the emotional dimension (Correia et al, 2017;Dias et al, 2017;Oh, Fiore, & Jeoung, 2007), the memorable dimension (Dias et al, 2017;Hosany & Witham, 2010;Kim, Ritchie, & McCormick, 2012;Oh et al, 2007), the social dimension (Foris, 2014;Ivanovic & Saayman, 2015), the spiritual dimension (Jepson & Sharpley, 2015) and the physical dimension (Cohen & Ben-Nun, 2009;Fernandes & Cruz, 2016;Jepson & Sharpley, 2015).…”

Section: Background: the Experience Paradigmmentioning

confidence: 99%

“…Tourism experiences provide the source of value in the evolution, dynamics and competition in tourism destinations and for the tourism industry (Ali, Ryu, & Hussain, 2016;Bosangit, Hibbert, & McCabe, 2015;Campos, Mendes, Valle, & Scott, 2016). Given their importance, one of the fundamental concepts in the tourism context is the tourism experience, because it establishes the basis of services and product supply (Fernandes & Cruz, 2016). The perceived quality of tourism experiences has a crucial impact on tourists' satisfaction and loyalty, and it represents an essential factor in tourism management and hospitality industry strategy (Demarco, 2016).…”

Section: The Tourism Experiencementioning

confidence: 99%

A Conceptualization of the Senses, Emotions, and Memories in Memorable Tourism Experiences

Pedro

Mendes

Matos

et al. 2020

Handbook of Research on Resident and Tourist Perspectives on Travel Destinations

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This chapter explores a conceptualization of the elements that create a memorable tourism experience – senses, emotions, and memories. A comprehensive and coherent theoretical model is established to explain the complexities involved in the tourism experience creation (tourism experience relational model) and in the memorable tourism experience (conceptual model). The data suggest that, first, the senses developed an important role in the experiential stimuli perception; second, the emotions are fundamental to these experiential stimuli understanding and meaning creation, and third, memory is essential in the codification and storage process and anticipation of meaningful information to future experiences. The conceptual model is based on the five senses (sight, smell, taste, hearing, and touch), three positive emotions (joy, love, and positive surprise), and two memorable elements (recollection and vividness). Future research opportunities in the memorable tourism experience are explored, such as the relation between the sense, emotions, and memories.

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“…Hoy en día, las experiencias son particularmente relevantes para la industria del turismo (Cetin & Bilgihan, 2014;Fernandes & Cruz, 2016;Huang, Afsharifar, & Veen, 2015), debido a que la decisión de compra de los turistas está orientada hacia la búsqueda de experiencias de viaje únicas y memorables. Por esta razón, los destinos deben adaptar su oferta a las nuevas necesidades de este emergente perfil de clientes ofreciendo productos y servicios centrados en la creación de experiencias turísticas (Butler, 2017;García & Salvaj, 2017;Prebensen, Chen, & Uysal, 2018).…”

Section: Introductionunclassified

Aplicación del enfoque experiencial a la innovación de marketing de destinos turísticos: Recomendaciones para su implementación en Ecuador

Mogollón

Pasaco-González

Cerro

2020

Innovar

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Las nuevas necesidades de los turistas apuntan hacia la búsqueda de experiencias, por lo que los destinos turísticos deben focalizar sus estrategias de marketing en satisfacer estas nuevas exigencias de la demanda. Así, la innovación es una forma en que los destinos pueden mejorar sus estrategias de marketing centrándose en la oferta de experiencias, puesto que las estrategias de marketing tradicionales, enfocadas en la venta de productos o servicios, han perdido eficacia. De esta forma, el objetivo de este estudio es analizar la aplicación del enfoque del marketing expe- riencial a las innovaciones de marketing de un destino turístico, principalmente en el diseño del pro- ducto y la promoción. Con esta finalidad, se realizó una revisión de la literatura sobre innovación de marketing, con base en la cual se estableció una serie de pautas para introducir innovaciones en el diseño del producto y en la promoción turística de un destino basadas en el enfoque del marketing experiencial. Por último, a partir de estas directrices, se propusieron recomendaciones para mejorar las estrategias de marketing de Ecuador como destino turístico. Los resultados indican que los cambios en el diseño del producto basados en este enfoque buscan crear experiencias únicas y memorables, mientras que las mejoras en los medios de promoción pretenden comunicar sensaciones y emociones que un turista puede experimentar durante su visita.

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Dimensions and outcomes of experience quality in tourism: The case of Port wine cellars

Cited by 146 publications

References 80 publications

Using SERVQUAL Method to Assess Tourist Service Quality by the Example of the Silesian Museum Established on the Post-Mining Area

Using SERVQUAL Method to Assess Tourist Service Quality by the Example of the Silesian Museum Established on the Post-Mining Area

A Conceptualization of the Senses, Emotions, and Memories in Memorable Tourism Experiences

Aplicación del enfoque experiencial a la innovación de marketing de destinos turísticos: Recomendaciones para su implementación en Ecuador

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