Make a customer, not a sale: Tourist satisfaction in Hong Kong

Agyeiwaah, Elizabeth; Adongo, Raymond; Dimache, Alexandru; Wondirad, Amare

doi:10.1016/j.tourman.2016.05.014

Cited by 74 publications

(54 citation statements)

References 81 publications

(118 reference statements)

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“…Prayag (2006) labeled visitor satisfaction as "central concept in tourism", pointing out the disconfirmation theory as crucial in measurement of the concept. Agyeiwaah et al (2016) stressed that the expectancy-disconfirmation paradigm represents the basis of the cognitive approach to satisfaction, labeling it as "focal tourism satisfaction paradigm". According to the cognitive approach, consumers evaluate services by comparing their performance to the expected standard (Agyeiwaah et al, 2016).…”

Section: Introductionmentioning

confidence: 99%

Measuring tourist satisfaction and destination image with HOLSAT

Todorović

Manojlovic

Budović

2017

Glas Srp geogr drus

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HOLSAT instrument measures tourist satisfaction by comparing tourists' expectations and experience regarding various destination attributes. Destination image influences tourists' expectations, while experience in the destination modifies tourists' image perceptions, creating differences between pre-visit and post-visit images. Based on these relationships, which are theoretically explored in its first part, this study argues that HOLSAT may be used for destination image research. The second part of the study represents a demonstration of how HOLSAT may be used for measurement of both tourist satisfaction and destination image, whereby the research was conducted in Belgrade, a developing urban destination. The city's tourism industry and destination image were severely damaged in the 1990s, whereby they have started to slowly recover since 2000. Based on the results of the conducted survey, satisfactory and unsatisfactory destination attributes were identified, as well as positive and negative components of city's pre-visit destination image. The most important positive components are related to the destination's affordability, while the negative components are related to safety, cleanliness and the arrival station. Modifications of destination image caused by the visit were also identified. The biggest image improvement after the visit was registered in attributes related to safety and the friendliness of the local residents, while the negative modifications related to the public transport were identified as the most important ones. [Project of the Serbian Ministry of Education, Science and Technological Development, Grant no. 176017]

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Section: Introductionmentioning

confidence: 99%

Measuring tourist satisfaction and destination image with HOLSAT

Todorović

Manojlovic

Budović

2017

Glas Srp geogr drus

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“…More and more researchers agree that comparative studies amongst different urban tourism sectors are needed, so as to capture the heterogeneity of urban tourism (e.g. Agyeiwaah, Adongo, Dimache, & Wondirad, 2016). Despite these advocates, such sector-specific, comparative studies are insufficient in extant literature.…”

Section: Urban Tourismmentioning

confidence: 99%

Are tourists with higher expectation more sensitive to service performance? Evidence from urban tourism

Zheng

2019

Journal of Destination Marketing & Management

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This study aims to revisit the classic topic of tourist satisfaction formation in the context of urban tourism, and contribute to the dialogue by verifying an expectation-as-moderator paradigm. A model depicting the relationship between expectation, service performance, perceived value, and tourist satisfaction was constructed and tested based on three-year survey data collected from two major sectors of tourism industry in Hong Kong (accommodation and attraction), using Moderated Structural Equation Model. The results reveal that the moderation effect of tourist expectation exists in accommodation sector, but does not exist in attraction sector. The conclusion suggests that tourists with higher expectation towards accommodation service tend to be more sensitive to service performance. Theoretical and practical implications are discussed.

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“…In full consideration of the basis of employee satisfaction evaluation indicators given by domestic and foreign scholars [8][9][10][11][12][13][14][15], combined with the OHSAS18001 standard requirements [16], employee satisfaction evaluation first and second-grade indicators of the OHSAS18001 are given as is shown in Table 1. …”

Section: Mine Occupational Health and Safety Management System Employmentioning

confidence: 99%

Comprehensive Evaluation on Employee Satisfaction of Mine Occupational Health and Safety Management System Based on Improved AHP and 2-Tuple Linguistic Information

2017

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Abstract:In order to comprehensively evaluate the employee satisfaction of mine occupational health and safety management system, an analytic method based on fuzzy analytic hierarchy process and 2-tuple linguistic model was established. Based on the establishment of 5 first-grade indicators and 20 second-grade ones, method of improved AHP and the time-ordered Weighted Averaging Operator (T-OWA) model is constructed. The results demonstrate that the employee satisfaction of the mine occupational health and safety management system is of the 'general' rank. The method including the evaluation of employee satisfaction and the quantitative analysis of language evaluation information ensures the authenticity of the language evaluation information.

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Make a customer, not a sale: Tourist satisfaction in Hong Kong

Cited by 74 publications

References 81 publications

Measuring tourist satisfaction and destination image with HOLSAT

Measuring tourist satisfaction and destination image with HOLSAT

Are tourists with higher expectation more sensitive to service performance? Evidence from urban tourism

Comprehensive Evaluation on Employee Satisfaction of Mine Occupational Health and Safety Management System Based on Improved AHP and 2-Tuple Linguistic Information

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