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Open access

Mert Ural

Abstract

The world tourism industry suffered some severe losses as a result of a series of major international events and the magnitude of disaster/catastrophic risks has become a major topic of discussion for a sustainable tourism especially in the insurance industry. Risk management in the tourism context refers to the planning and implementation of processes directed towards managing the adverse effects of crises and disasters/catastrophes on tourism. The sustainability of a tourism destination is significantly influenced by its ability to adapt to changing market conditions, use resources efficiently and deliver innovative planning and development strategies about risk management. The aim of this paper is to consider the key elements of crises and disasters and their effects upon tourism destinations, and to provide background on risk management processes for sustainable tourism.

Open access

Lina Pilelienė and Viktorija Grigaliūnaitė

Abstract

During the past decades, tourism has become one of the fastest growing areas in the service sector in the world. If the aspiration is to develop a well-organised tourism industry, then fulfilment of tourist needs and wishes should be achieved. The most common technique for identifying the compatibility between tourist needs and the experience with tourism destination is tourist satisfaction measurement.

Lithuania is a small country in the northern part of Central/ Eastern Europe; the country is rarely considered as an independent tourist destination, but mostly as one of the Baltic States. Foreign tourist satisfaction is very important for the country. Considering the necessity to excel in the region, the aim of the research is to develop the index of tourist satisfaction of Lithuania.

The previously elaborated model of Lithuanian tourist satisfaction index is used as a background. The index of tourist satisfaction of Lithuania is constructed by the following stages: 1. A questionnaire research with foreign tourists, based on a theoretical model of Lithuanian Tourist Satisfaction Index, is provided; 2. The impact of model’s variables on tourist satisfaction with Lithuania is determined; 3. The main variables having an impact on foreign tourist satisfaction with Lithuania are determined; and a general model of the index of tourist satisfaction of Lithuania is composed.

Open access

Alei (Aileen) Fan, Hubert B. Van Hoof, Sandra Pesantez Loyola, Sebastián Calle Lituma and Marlene Jaramillo Granda

Abstract

Customer complaint behaviour, in response to service failures, has been shown to vary based on numerous factors, such as the nature of the service encounter, the setting, culture, gender and the presence of others. The gender-based study reported in this paper demonstrates the impact of two of these factors, i.e. the presence of others and gender, on the intent of Ecuadorian customers to voice their complaints about service failures in a restaurant setting. Employing a theoretical framework of impression management and cultural orientation, and with specific reference to Hofstede’s work on cultural differences, this study found that Ecuadorian customers were less likely to complain in the presence of other customers than when they were alone. Impression management and concern for others were shown to be more significant among women than men. Women were found to be more motivated to manage their public image and create positive impressions in other people’s minds, leading to less intent to complain in the presence of other customers than when they were alone. Male customers, on the other hand, exhibited less concern for others and did not show any significant difference in their complaint intentions, whether they were alone or in the presence of others.

Open access

Eddy K. Tukamushaba, Honggen Xiao and Adele Ladkin

Abstract

The purpose of this study is to analyse how tourists’ perceptions of a destination’s tourism product influences memorable tourism experiences and how gender differences influence tourists’ perceptions of tourism product. To achieve these objectives, Uganda, one of the developing economies in East Africa, was chosen. The five A’s of tourism product was used as a basis for the questionnaire construction and data was analysed. Explanatory research design within the framework of confirmatory factor analysis - a structural equation modelling technique was adopted using the AMOS 18 program. A sample of 501 respondents consisting of tourists departing Uganda through Entebbe International Airport was used.

Results showed that both the measurement and structural models exhibited better model fit indices. Overall, tourists’ perceptions of the retained four dimensions of tourism product (Attractions, ancillary services, amenities and accommodation) had a positive effect on memorable travel experience. Additionally, the independent T-test for gender and tourists’ perceptions of Uganda’s tourism product showed that on average, females had a positive evaluation of Uganda tourism product compared to their male counterparts. However, the observed difference was not significant.

It is recommended that destination management organisations pay attention to infrastructure, particularly transport that links potential and actual tourists to key tourism attractions. This is likely to enhance positive perceptions and was found to positively influence memorable travel experience. Other implications for destination branding are discussed.

Open access
Open access

Evangelia Kasimati

Abstract

Tourism is one of the growing service sectors in Greece. In 2014, the direct and indirect contribution of the Greek tourism industry to total GDP and employment reached 17.3% and 19.2%, respectively (WTTC, 2015). As the economic importance of the tourism industry is growing among the policymakers and researchers, the objective of this paper is to analyse the contribution of tourism to Greek’s economic growth. We use a trivariate model of real gross domestic product (GDP), international tourist expenditure and a real effective exchange rate, to calculate a tourism multiplier in order to assess the contribution of tourism to the economic growth. Using quarterly data for Greece during the period 2000q1 to 2013q2, we estimated results as a tourism multiplier of 1.21. We also estimated that the tourism industry generated an increase of 1.0% in the Greek GDP for the year 2013.

Open access

Anabela Elias-Almeida, Francisco Javier Miranda and Paulo Almeida

Abstract

Delighted customers are those whose expectations have been exceeded by the service provider. Competitors in the hotel business need to go beyond what is expected in order to satisfy the guest with an unpredictable positive experience. This study was aimed to clarify the significance of customer delight as an antecedent to customer loyalty, in five-star hotel spas in Portugal. To better understand spa consumers’ perception of delight, the development and testing of an integrated model was undertaken by examining the relationship between perceived service quality, customer satisfaction, loyalty and customer delight. The model was tested using surveyed data from 427 spa consumers and validated using partial least squares (PLS) technique. The results indicated that satisfaction had a direct positive effect on customer delight and, consequently, influences the effect of customer delight on customer loyalty.

Open access

Nikola Naumov

Open access

European Journal of Tourism, Hospitality and Recreation

The Journal of CiTUR Centre of Tourism Research, Development and Innovation