•Intensity of social media usage is formed by updating news and searching for information.•The intensity affects the motives for receiving UGC in social media.•The motives for receiving UGC ...influences on trust in UGC and in UGC providers.•Potential tourists will generate trust in UGC, and then the expectations.•Trust in UGC providers does not have any influence on expectations.
Social media are transforming the tourism industry from its traditional pattern into an intense informational pattern. Our study aims to investigate the causes underlying the use of user-generated contents (UGC) to receive tourist information and its effect on tourists’ expectations. Our empirical work was analysed by means of a multiple indicators multiple causes model (MIMIC) and a structural equation model (SEM). The main finding showed that when users receive UGC related to tourist destinations, they will create expectations about the destination by placing their trust in the contents received. It is recommended that tourism organizations should maintain the quality level in order to allow more UGC, and then further trust in the contents of social media and expectations will occur.
The study focuses on sources of user-generated content (UGC) in social media: strong-tie sources, weak-tie sources, and tourism-tie sources and their effects on tourist satisfaction with the ...destination. It is separated into the pre- and post- travel processes. First, it addresses the influences of sources of UGC on tourist expectations about core resources and supporting factors, and then analyzes tourist satisfaction by concentrating on tourist expectations and perceptions of core resources and supporting factors. Findings suggest that UGC sources have an indirect effect on tourist satisfaction since most UGC sources have an influence on tourist expectations, which will later be compared with the real tourist perception. Main conclusions and some recommendations and limitations are provided.
Recent studies in various economic sectors in the U.S.A., Brazil, China, South Korea, and Australia provide evidence of the precursors of customer equity (value, brand, and relationship equity) and ...their influence on behavior intentions and customer lifetime value (CLV). The aim of this study is to measure customer equity through CLV, design a model for CLV drivers and establish its predictive capacity in two samples obtained at different points in time. The sample comprises customers who have contracts with telecommunications operators in Spain, and the study uses a holdout sample to cross-validate the final sample. A predictive model, developed with partial least squares, analyzes the sector, and assesses the comparability of the four main competing companies. The findings support the importance of customer perceived value in building relationship quality and in brand equity, and reveal intentional loyalty as a precursor of future economic results.
The aim of this study is to examine the relationship between sustainability with customer satisfaction and service experience in service ecosystems, by analyzing the moderated role of business ...models. A model with four variables is proposed, whereby customer satisfaction is the dependent variable, perceived sustainability of the service ecosystem is the explanatory variable, service experience is the mediator variable, and business models is the moderator variable. The model is applied in a survey of tourists. The results enable comparison of the causal model: perceived sustainability influences customer satisfaction directly and indirectly through service experience; and business model can play a moderator role since significant differences are identified in one of the three types of tourism destinations.
Service quality in bank during an economic crisis Monferrer-Tirado, Diego; Estrada-Guillén, Marta; Fandos-Roig, Juan Carlos ...
International journal of bank marketing,
04/2016, Letnik:
34, Številka:
2
Journal Article
Recenzirano
Purpose
– The purpose of this paper is to address the aftermath of the crisis that has plagued the Spanish financial sector from a microeconomic and emotional perspective associated to financial ...entities’ relationships with their customers.
Design/methodology/approach
– The authors build a model of effects with structural equation modelling based on the quality of the relationship between financial entities and their customers. The authors identify the different dimensions of quality in the entity’s service provision (tangible quality, functional quality and staff quality) as essential antecedents of the different dimensions of relationship quality (satisfaction, trust and loyalty). Moreover, the authors develop a multi-group analysis to test the moderator effect of age in the proposed model.
Findings
– The work shows that bank customers have been eminently results driven focusing on functional quality which is a determinant cause of customer satisfaction and trust.
Research limitations/implications
– Furthermore the authors consider that the dimensions of service quality are interrelated. Functional quality represents an essential quality in customer service, whereas tangible and personnel qualities act to reinforce functional quality. In turn, qualities based on tangible aspects have positive effects on qualities based on intangible aspects.
Practical implications
– Moreover, the results confirm the consideration of related variables to conform the construct of relationship quality: satisfaction, trust and loyalty. Finally, age has been found to have a considerable effect as a moderating variable in the relations.
Originality/value
– These results represent a significant change in traditional patterns of bank customer behaviour, and fit in with postulates of a new approach based on individual differences in attitudes, with relevant practical implications.
The objective of this paper is to study the relationship between memorable tourism experiences and destination sustainability. Three hypotheses that relate dimensions of sustainability (economic, ...socio-cultural, and environmental) to memorable tourism experience are considered, based on a review of the literature. A questionnaire designed for that purpose was administered to 1034 tourists who stayed at five rural and sun and beach destinations in Spain. A multigroup analysis with a structural equation model was conducted to establish the differences between both destination types. The results show that destination environmental sustainability influences the memorable tourism experience, though significant differences between rural and sun and beach destinations have been detected. Age plays a moderating role: the younger the tourist the greater the influence of sustainability on memorable tourism experiences.
Alliances may be an important tool for overcoming the resource and capability deficiencies facing small and medium-sized enterprises (SMEs), as they help strengthen their market position and ...facilitate access to new markets. In this paper we focus on domestic joint ventures (JVs) for export purposes. Our aim is to analyze the influence of partners' long-term orientation on their commitment, while looking into the key antecedents of long-term orientation: complementarity of partners' resources and trust. The hypotheses set forth are tested on a sample of 70 Spanish domestic export JVs. The data were analyzed using partial least squares (PLS) analysis. Our paper contributes to the literature on export JVs and SMEs by providing evidence that long-term orientation reinforces commitment to devoting the necessary resources and efforts to enable the export JV to succeed. The results also indicate that trust decisively determines the long-term orientation of the partners to an export JV, and that complementarity of resources plays a relevant role in the development of long-term orientation by facilitating trust.
PurposeThis paper aims to establish the causal relationship between destination image and tourist motivation and engagement.Design/methodology/approachA causal model with seven hypotheses was tested ...into a sample of 438 domestic tourists in Acapulco (Mexico).FindingsCognitive destination image is the main antecedent of tourist engagement, exerting an important direct and indirect effect through push and pull motivations. Affective image also exerts a direct effect on tourist engagement and an indirect effect through push and pull motivations. Only pull motivations exert an influence on tourist engagement.Research limitations/implicationsThe study is based on domestic tourists at a sun and beach destination.Practical implicationsDestination management organisations should invest in the care, improvement and promotion of tourism resources. Online and offline communication campaigns should be based on tourism resources and experiences.Originality/valueThis paper fulfils three research gaps: destination image is associated with tourist engagement; tourist motivations affect tourist engagement; and destination image is associated with tourist motivations.
Based on an ambidexterity approach and using data from 384 Spanish bank branch managers, the results of this study confirm that market orientation facilitates the development of dynamic exploratory ...capabilities in bank branches and these, in turn, influence their capacity to exploit knowledge through marketing capabilities, leading to higher performance. The findings provide researchers and managers with practical insights into the joint application of certain key approaches and theories (market orientation, ambidexterity, resources- and capabilities-based view, and dynamic capabilities theory) in order to guarantee the sustainable performance of service firms in general, and banks in particular, especially in a context of crisis.
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