Measuring employee-tourist encounter experience value: A big data analytics approach

Barnes, Stuart J.; Mattsson, Jan; Sørensen, Flemming; Jensen, Jens Friis

doi:10.1016/j.eswa.2020.113450

Cited by 29 publications

(27 citation statements)

References 57 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Although graduates nowadays are technically savvy and possess many functional skills, they lack soft skills such as customer service and interpersonal skills (Singh and Jaykumar 2019). On the other hand, these interpersonal skills are highly valued by tourists in shaping their experience (Wu et al 2015;Barnes 2020). Hence, the soft skills of young tourism professionals entering the labour market do not fit the criteria of the tourism workplace (Singh and Jaykumar 2019;Gruzdev et al 2018).…”

Section: Soft Skills In Tourism Encountermentioning

confidence: 99%

“…Nonetheless, researchers generally agree that employee behaviour is a vital factor in shaping customer's perceptions of the service (Wall andBerry 2007, Baker et al 2013;Wu et al 2015). Moreover, according to Barnes et al (2020), the satisfaction of tourists depends heavily on their personal interaction with tourism employees who need to possess various soft skills.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Importance of Soft Skills and Communication Skills in Tourism: Viewpoint From Tourists and Future Tourism Employees

Tanković¹,

Kapeš²,

Kraljić³

2021

Tourism in Southern and Eastern Europe

View full text Add to dashboard Cite

Purpose – Besides possessing professional knowledge, tourism service providers need to have expressed communication skills and soft skills in order to offer a better tourism service. In this paper, the tourism employees' set of soft and communication skills is analysed and compared from two different points of view: tourists on the one hand and future tourism professionals, i.e., tourism students, on the other. Therefore, the main purpose of this study is to analyse the importance and differences in the perception of soft skills and communication skills in the tourism and hospitality sector from these two standpoints. Methodology – Two structured questionnaires were used to collect primary data: the first questionnaire aimed at examining the tourists' attitudes regarding the importance of soft and communication skills (N=431), and the second one, at analysing the importance of soft and communication skills from the perspective of future tourism professionals (N=404). The research results are presented using descriptive statistics, the t-test, and the Mann-Whitney U test. Findings – The results indicate that both groups are aware of the importance of communication and soft skills. The statistically significant differences between the tourist sample and the future tourism professional sample were found for all items of the Soft skills factor, with the exception of the items Demonstrating respect, Integrity, and Responsibility. Both samples show similarities with regard to all kinds of Communication skills. Statistically significant differences in the perception of all five Communication skills items from tourists' and future tourism professionals' perspectives were found. Contribution – The paper contributes to the theory by systematizing and analysing the literature and conceptualizing the soft skills and communication skills up to date. Its empirical contribution derives from the examination of data related to the tourist sample and the future tourism employee sample. This different point of view contributes to filling the research gap and opens new future research directions. By examining the most important soft skills and communication skills from these two perspectives, this study provides a practical implication for tourism educators and hospitality managers, revealing the communication skills and soft skills that require further development.

show abstract

Section: Soft Skills In Tourism Encountermentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Importance of Soft Skills and Communication Skills in Tourism: Viewpoint From Tourists and Future Tourism Employees

Tanković¹,

Kapeš²,

Kraljić³

2021

Tourism in Southern and Eastern Europe

View full text Add to dashboard Cite

show abstract

“…Cultural experiences, in particular, attract an ever-larger share of tourists (Armbrecht, 2014). Experiences are crucial for value creation in service companies or tourism companies, which often remain underused (Barnes et al, 2020). Industry managers need to view the visitors' experiences holistically rather than focusing on one or two service constructs (Oriade and Schofield, 2019).…”

Section: The Value Of Indigenous Tourism 1905mentioning

confidence: 99%

“…Shi et al (2019) have found that tourists' culture and authentic tourism experiences are positively related to their cognitive and affective perceptions of the destination image. Customers increasingly focus on experiential value; destination-based tourism providers create experiences rather than delivering plain destinations (Barnes et al, 2020). Furthermore, the polycultural mindset heightens the preference for culturally mixed experiences (Cho et al, 2017).…”

Section: Cultural Experiencementioning

confidence: 99%

See 1 more Smart Citation

To create the value of indigenous tourism in multicultural market based on tourists' cultural experience

Chen

2021

APJML

View full text Add to dashboard Cite

PurposeTourism development can reduce the economic disadvantages of indigenous tribes; however, it is also reproached for the destruction of local culture. The challenge for tourism and culture is to reach those diverse audiences through a multicultural marketing perspective for managers to make decisions. Therefore, learning the activity preferences of tourism experiences and creating the value of indigenous tourism by strategies are essential indicators of this research.Design/methodology/approachThe knowledge lacks cultural understanding and the acceptance of prices concerned with indigenous tourism. This research introduces the value of cultural experience into indigenous tourism experiences and establishes a link between the attributes of tourists' preferences and tourism. The data mining methods are used to analyze relevant indigenous tribal data on the cultural experience.FindingsBy providing a different quality of service for various tourists, it is expected to improve the sustainable tourism of the tribe through the experiential value of different attributes and strategies of push–pull factors.Research limitations/implicationsThe experiential activities are based on second-hand data collected from Taitung's indigenous tourism activities, and sample data are the domestic tourism experiences of tourists over the past year. Through empirical analyses, the attributes of tourists' preferences can create the value of the cultural experience for indigenous tourism.Originality/valueThis research explores how indigenous cultural experience can be communicated via learning the value of cultural experience to formulate effective strategies.

show abstract

Big Data in Hotel Companies: A Systematic Literature Review

Martínez

Cruz

2023

Tourism, Hospitality &Amp; Event Management

View full text Add to dashboard Cite

Measuring employee-tourist encounter experience value: A big data analytics approach

Cited by 29 publications

References 57 publications

Importance of Soft Skills and Communication Skills in Tourism: Viewpoint From Tourists and Future Tourism Employees

Importance of Soft Skills and Communication Skills in Tourism: Viewpoint From Tourists and Future Tourism Employees

To create the value of indigenous tourism in multicultural market based on tourists' cultural experience

Big Data in Hotel Companies: A Systematic Literature Review

Contact Info

Product

Resources

About