Visitor At-Destination Search for Travel-Related Services

The phenomenon of at-destination search activity and decision processes utilized by visitors to a location is predominantly an academic unknown. As destinations and organizations increasingly compete for their share of the travel dollar, it is evident that more research need to be done regarding how consumers obtain information once they arrive at a destination. This study examined visitor referral recommendations provided by hotel and non-hotel \u27\u27locals in a moderately-sized community for lodging, food service, and recreational and entertainment venues

Postpurchase Behavior: A Case Study Into A Vacation Club Product

Currently, the vacation ownership industry, alias timeshare, is experiencing double-digit growth, which is a trend that has continued for the past 30 years within the US. During this period the timeshare product has evolved from a fixed week system to a more robust vacation club product where the consumer can purchase products or services based on a point allocation system, therefore giving the consumer more flexibility in how the product is utilized. This article evaluates the linkages between product and services offerings in relation to consumer expectancies and satisfaction with intent to purchase additional timeshare products and services. The findings of this study support the general notion that timeshare developer services are integrally related to consumer satisfaction, and in turn influence future decisions to maintain usage patterns or to purchase additional vacation time

Gratuitous Referrals: A Subset Of Visitor Search Activities And Decision Strategies At Destination For Travel-Related Services

The referral-seeking behavior of travelers at a given destination is undergoing greater scrutiny as businesses compete in increasingly competitive marketplaces. The phenomenon of at-destination venue search activity and decision processes utilized by visitors is predominantly an academic unknown. This study investigated a subset of the sources frequently utilized by visitors, referrals from local residents. The findings from two comparable studies indicate a broad section of the local community may be frequently relied upon for information as well as the venue decision for lodging, foodservice, and recreational and entertainment services at a destination. © 2005 by The Haworth Press, Inc. All rights reserved

Consumers\u27 Perceptions Of Fairness And The Resultant Effect On Customer Satisfaction

This study investigated the effects of interactional, distributive, and procedural fairness on overall fairness and customer satisfaction and of overall fairness on customer satisfaction across a broad spectrum of service encounter outcomes within the service sector, not just in the context of a service failure. Nearly 50% of those encounters recalled represented hospitality and leisure businesses exclusively. The model tested here has been adapted from a larger theoretical model of the customer\u27s path to loyalty which is an adaptation of previous models of the service profit chain, customer satisfaction with service failure and recovery, and complaint handling relationships. This research provides practical information that can lead to a better understanding of customers\u27 evaluation methods and be used to guide the formation of improved service strategies that provide fairness, a key to satisfaction in hospitality, leisure and service sector affiliated businesses. © 2006 by The Haworth Press, Inc. All rights reserved

Examining the Nature and Dynamics of At-destination Recommendations: The Local Experts\u27 Perspective

At-destination referrals from local experts play a critical and complementary role in information sourcing and venue decision strategies by visitors of a destination. This context-specific form of word-of-mouth communication is widely practiced, yet remains an under-researched phenomenon when taking into consideration the broad range of locals utilized by visitors when making at-destination decisions on travel-related services. Most word-of-mouth studies have examined its influence on consumer\u27s purchase behavior, but few attempts have been made to investigate the local experts\u27 perspective. This exploratory study attempts to contribute to the understanding of the phenomenon from the local experts\u27 perspective from two aspects: (1) examining the nature and significance of at-destination recommendations; and (2) developing and testing a motivational construct of locals making recommendations. The results provide further evidence of a broad range of residents within a community being involved in the provision of venue information and direct property referrals. A test of motivational scale items reveals that five themes emerge as the underlying constructs driving the local experts\u27 referral behavior. Discussion and implications are also provided based on the study results

Examining the Nature and Dynamics of At-destination Recommendations: The Local Experts\u27 Perspective

At-destination referrals from local experts play a critical and complementary role in information sourcing and venue decision strategies by visitors of a destination. This context-specific form of word-of-mouth communication is widely practiced, yet remains an under-researched phenomenon when taking into consideration the broad range of locals utilized by visitors when making at-destination decisions on travel-related services. Most word-of-mouth studies have examined its influence on consumer\u27s purchase behavior, but few attempts have been made to investigate the local experts\u27 perspective. This exploratory study attempts to contribute to the understanding of the phenomenon from the local experts\u27 perspective from two aspects: (1) examining the nature and significance of at-destination recommendations; and (2) developing and testing a motivational construct of locals making recommendations. The results provide further evidence of a broad range of residents within a community being involved in the provision of venue information and direct property referrals. A test of motivational scale items reveals that five themes emerge as the underlying constructs driving the local experts\u27 referral behavior. Discussion and implications are also provided based on the study results

Locals’ Involvement In Travelers’ Informational Search And Venue Decision Strategies While At Destination

Visitors to a destination have varying motives, interests, and means in selecting specific venues for overnight accommodations and dining experiences as well as recreational and entertainment experiences. Information acquisition leading to critical venue decisions can be made at any or all journey pointspretrip, in-transit, and at-destination. Supported by past research, academic and practitioner, an explanatory model of at-destination search and decision strategies for travel-related services is discussed and partially tested. Travelers in general, and the adventuresome, risk averse, inexperienced, and disinclined decision makers in particular, may employ a common external search strategy, conferring with a perceived “expert” on the location and/or venue. The focus of this research is at-destination, visitor decision strategies that employ “local experts” for information acquisition and venue selection. © 2005 Taylor & Francis Group, LLC

The Nature Of Gratuitous Referrals In Tourism: Local Residents\u27 Perspective

Purpose - The purpose of this paper is to investigate the referral patterns of local residents who are frequently requested by visitors to the community to provide information and/or direct venue referrals for travel-related services. Also investigated, were the factors influencing the selection of a specific venue being referred. It is posited that visitors delay many travel decisions until they arrive at a destination and extensively utilize local experts in their decision strategy. Design/methodology/approach - The current study expands upon previous research on visitor decision strategies for travel-related services once that are at a destination by examining the referral activity of 180 residents in the metro-Orlando area, a destination that attracts more than 47 millions visitors each year. A standardized questionnaire was utilized to collect data in two distinct areas of the destination, a central tourism corridor and a bedroom community. Findings - In general, at-destination recommendations from locals were found to be highly sought by visitors, regardless of the occupation of the perceived local expert. In addition, although the weekly frequency of requests to a local expert was typically lower in the bedroom community in contrast to the tourism corridor, they still existed in significant enough numbers such that they should capture the attention of enterprises providing such services. At the least, a partial alignment of an enterprise\u27s promotional strategies and tactics to reach targeted visitor segments through locals becomes obvious. Overall, notable recommendation patterns were not uniform across type of service enterprise, and were highly evident for food and beverage and entertainment facilities, while recommendations for lodging facilities were found to be limited in this study. It was also determined that local residents were most influenced by organic factors compared to induced factors. Research limitations/implications - The results suggest that hospitality businesses should focus a portion of their marketing strategies and tactics towards the community in order to attain/drive positive word-of-mouth referrals. This implication is particularly relevant for restaurants and shopping venues. Finally, it is suggested that the most effective way for businesses to reach local residents is through direct contact and communication, rather than traditional advertising channels. Originality/value - The paper has both theoretical and practical value, and provides further confirmation that tourists delay/make many decisions post-arrival and that locals play an important role in travel-decision process. © Emerald Group Publishing Limited

Destination Selection Criteria: Key Success Factors Evolve And Dominate

Billions of dollars are spent annually on events that span a variety of genres. Furthermore, different types of events demonstrate their own unique goals and objectives. Physical and operational requirements may change by organizational size, budgetary constraints, and internal business policies. The importance of event type in the choice of a host destination is of considerable interest. Previous studies pertaining to destination selection criteria have focused on specific destination characteristics without taking into consideration the various event types. The current study investigated similarities and differences in destination selection criteria based on event type. The results provide evidence that event planners assign different levels of importance to destination selection criteria based on event type. The study compares results to previous studies that utilized the same methodology and data analysis approach. Over time, it appears there may be melding of importance for multiple destination criteria as a result of industry and global standards. © 2008 Cognizant Comm. Corp