Editors’ note

<abstract xmlns="http://www.w3.org/1999/xhtml"> 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. </abstract>

International Hospitality Management, Stenden University Qatar, P. O. Box 36037 Doha, State of Qatar. T: +9744888116 Ext.416, M: +97450108950

School of Hotel and Tourism Management, Kowloon Hong Kong SAR, China

International Centre for Tourism & Hospitality Research, School of Tourism, Bournemouth University, Poole, United Kingdom

The effect of tourists’ perceptions of a tourism product on memorable travel experience: Implications for destination branding

<abstract xmlns="http://www.w3.org/1999/xhtml"> 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.</abstract>

Polytechnic Institute of Leiria (IPL), School of Tourism and Maritime Technology (ESTM), Campus 4 – Santuário Nossa Senhora dos Remédios, 2520- 641 Peniche – Portugal, Tel: (+351) 262 783 607

University of Extremadura, Faculty of Economics and Business Management, Avda. de Elvas, s/n. Edificio Rectorado 06006 Badajoz, Spain

Polytechnic Institute of Leiria (IPL), School of Tourism and Maritime Technology (ESTM), 2520-641 Peniche – Portugal

Customer delight: perception of hotel spa consumers

<abstract xmlns="http://www.w3.org/1999/xhtml"> 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.</abstract>

Penn State School of Hospitality Management, University Park, PA 16802, USA

Penn State School of Hospitality Management, 219 Mateer Building, University Park, PA 16802, USA

Facultad de Ciencias de la Hospitalidad Universidad de Cuenca, Ecuador

Departamento de Turismo, Universidad del Azuay, Cuenca Ecuador

The impact of other customers and gender on consumer complaint behaviour in the Ecuadorian restaurant setting

<abstract xmlns="http://www.w3.org/1999/xhtml"> 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.</abstract>

Lina Pilelienė, Marketing Department, Faculty of Economics and Management, Vytautas Magnus University, S. Daukanto st. 28, LT–44246, Kaunas, Lithuania, Phone: 370-37-327856, Fax: 370-37-327857

The index of tourist satisfaction with Lithuania

<abstract xmlns="http://www.w3.org/1999/xhtml"> Traveller’s wishes, needs and expectations keep changing constantly as destinations vie with each other to increase their share from the international tourism pie. Destinations need to offer qualified service and renew themselves continuously. In this context, tour guides as key representatives of destinations play a significant role on tourist satisfaction and re-visit intention. This research aims to ascertain the role played by tour guides on the satisfaction level of tourists participating in guided tours in Istanbul. Another aim of this research is to determine the impact level of tour guides on the possible re-visit intention of tourists to the same destination. Based on 530 completed surveys from international tourists, the findings revealed a significant relationship between tourist satisfaction, re-visiting intention and tour guiding service. Following the evaluation of the findings, recommendations were developed for the tourism industry.</abstract>

Izmir Katip Celebi University, Faculty of Tourism, Department of Tourism Guidance, Balatçık Campus, Balatcik Yerleskesi, Cigli 35620, Cigli-Izmir, Turkey, Phone: 0090-554 8217385

Izmir Katip Celebi University, Faculty of Tourism, Department of Tourism Guidance, Balatçık Campus, Cigli-Izmir, Turkey

Role of tour guides on tourist satisfaction level in guided tours and impact on re-visiting Intention: a research in Istanbul

<abstract xmlns="http://www.w3.org/1999/xhtml"> 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.</abstract>

Does tourism contribute significantly to the Greek economy? A multiplier analysis

<abstract xmlns="http://www.w3.org/1999/xhtml"> 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.</abstract>

Risk management for sustainable tourism

Cultural Tourism

AHEAD OF PRINT

Volume 13 (2023): Issue 2 (December 2023)

Volume 13 (2023): Issue 1 (December 2023)

Volume 12 (2022): Issue 1 (December 2022)

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Volume 10 (2020): Issue 3 (December 2020)

Volume 10 (2020): Issue 2 (December 2020)

Volume 10 (2020): Issue 1 (May 2020)

Volume 9 (2019): Issue 2 (December 2019)

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Volume 8 (2017): Issue 2 (December 2017)

Volume 8 (2017): Issue 1 (May 2017)

Volume 7 (2016): Issue 3 (December 2016)

Volume 7 (2016): Issue 2 (July 2016)

Volume 7 (2016): Issue 1 (May 2016)

European Journal of Tourism, Hospitality and Recreation

 The European Journal of Tourism, Hospitality and Recreation is an international, peer-reviewed journal publishing original research. The journal focuses on current issues in tourism, hospitality, food service, transportation and leisure, including best practices and case studies.   EJTHR’s strategy follows a multidisciplinary approach with emphasis on the following topics:        Tourism Economics and Management   Tourism, Hospitality and Restaurants   e-Tourism   Geography of Tourism and Tourism Destinations   Planning and Management of Tourist Products and Recreation   Tourism, Culture, Society and Language      Please note that this journal only publishes manuscripts in English.   The European Journal of Tourism, Hospitality and Recreation accepts original articles written in English.   Number of issues per year   The journal publishes two issues per year in May and in December and submissions are open all year round.   Peer review   Once your paper has been assessed for suitability by the Editors, it will be double blind peer reviewed by independent, anonymous referees.   Types of paper published   Original Articles   Original articles are peer-reviewed articles that report upon theoretically consequential empirical research and make a significant contribution to tourism studies and its related fields.   Special Issues   We welcome proposals for special issues. Special issue proposals should be sent to ejthr@citur-tourismresearch.com. Proposals should include a brief synopsis of the theme, guest editors’ details including short bionotes, a list of contributions, and a publication timeline.   Archiving   Sciendo archives the contents of this journal in Portico - digital long-term preservation service of scholarly books, journals and collections.   Plagiarism Policy   The editorial board is participating in a growing community of Similarity Check System's users in order to ensure that the content published is original and trustworthy. Similarity Check is a medium that allows for comprehensive manuscripts screening, aimed to eliminate plagiarism and provide a high standard and quality peer-review process.   Copyright and licensing agreement   This journal provides immediate open access to its content under the Creative Commons BY 4.0 license. Authors who publish with this journal retain all copyrights and agree to the terms of the above-mentioned CC BY 4.0 license.   Funded by national funds through FCT—Portuguese Science and Technology Foundation, within the project reference UIDB/04470/2020. DOI 10.54499/UIDP/04470/2020 (https://doi.org/10.54499/UIDP/04470/2020).   Contactejthr@citur-tourismresearch.com 