A B C D E F G H I J K L M N O P Q R S T U V W X Y Z All
Baksi, Arup Kumar
- An Estimation of Zone-Of-Tolerance Based on Destination Atmospherics
Abstract Views :502 |
PDF Views:2
Authors
Affiliations
1 Department of Management and Business Administration, Aliah University, Kolkata, IN
1 Department of Management and Business Administration, Aliah University, Kolkata, IN
Source
Abhigyan, Vol 35, No 4 (2018), Pagination: 1-11Abstract
Zone-of-tolerance (ZOT) was found to have deterministic role in accepting or rejecting a service based on perceived quality of service. The constructs of ZOT are yet to be empirically tested in the context of visitors' experience and perception of a destination. Destination atmospherics are apprehended to influence the ZOT for the visitors. This paper attempts to develop a model of TOURZOT based on destination atmospherics. Accordingly the study focused on identifying the limits of ZOT for a visiting tourist. The measurement constructs, adopted from previous studies on ZOT, were adequately modified to suit the study. The findings affirmed the proposed model and found significant impact of destination atmospherics in shaping the ZOT of visiting tourists. The study provides insights for the practitioners regarding the cognitive alignment of tourists based on expected service quality and the pivotal destination atmospheric components that can shape the ZOT.Keywords
Destination, Atmospherics, Measurement, Zone-Of-Tolerance, Tourists.
References
- Baker, D., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785-804.
- Baker, J. (1986). The role of the environment in marketing services: The consumer perspective. In J. A. Czpeil, C. Congam & J. Shanahan (Eds.), The services challenge: Integrating for competitive advantage,79-84. Chicago, IL: American Marketing Association.
- Baksi, A. K. (2015a). Craftourism: Mediating emotional-bonding with destination and destination loyalty. Asia-Pacific Journal of Innovation in Hospitality and Tourism, 4(2), 88-121.
- Baksi, A. K. (2015b). Destination bonding: Hybrid cognition using Instagram, accepted by Management Science Letters, 6, 31-46.
- Balakrsihnan, M. S. (2009). Strategic branding of destinations: A Framework. European Journal of Marketing, 43 (5/6), 611-629.
- Barsky, J., & Nash, L. (2002). Evoking emotion: Affective keys to hotel loyalty. Cornell Hotel and Restaurant Administration Quarterly, 43 (1), 73-79.
- Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56 (2), 57-71.
- Bonn, M.A., Joseph-Mathews, S.M., Dai, M., Hayes, S., & Cave, J. (2007). Heritage/ cultural attraction atmospherics: Creating the right environment for the heritage/cultural visitor. Journal of Travel Research, 45(3), 345-356.
- Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V.A. (1993). A dynamic process model of service quality: From expectations to behavioural intentions. Journal of Marketing Research, 30, 7-27.
- Churchill, A.G. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16, 64-73.
- Crompton, J. L. (2003). Adapting Herzberg: A conceptualization of the effects of hygiene and motivator attributes on perceptions of event quality. Journal of Travel Research, 41(3), 305-310.
- Crompton, J. L., & Love, L. (1995). The predictive validity of alternative approaches of evaluating quality of a festival. Journal of Travel Research, 34 (1), 11-24.
- Cronin, J.J., & Taylor, S.A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58, 125-31.
- Gurau, C. (2003). Tailoring e- service quality through CRM. Managing Service Quality, 13(6), 20-531.
- Hair, J.F., Anderson, R.E., Tatham, R.L., & Grablowsky, B.J. (1979). Multivariate data analysis with readings. Tulsa, OK: Petroleum Publishing.
- Hammitt, W. E., Backlund, E. A., & Bixler, R. D. (2004). Past use history and place bonding among avid trout anglers. In J. Murdy (Ed.), Proceedings of the 2003 Northeastern Recreation Research Symposium. (General Technical Report GTRNE- 317, PP. 306-312). Newtown Square, PA: U.S. Department of Agriculture, Forest Service, Northeastern Research Station.
- Hammitt, W. E., Backlund, E. A., & Bixler, R. D. (2006). Place bonding for recreation places: Conceptual and empirical development. Leisure Studies, 25 (1), 17-41.
- Hammitt, W. E., & McDonald, C. D. (1983). Past on-site experience and its relationship to managing river recreation resources. Forest Science, 29 (2), 262-266.
- India Tourism Statistics at a glance 2014, Retrieved from http://tourism.nic.in/writereaddata/ CMSPagePicture/file/marketresearch/statisticalsurveys/India%20Tourism%20Statistics%20at%20a%20Glance%202014.pdf, accessed on 10/05/2016.
- Izard, C. E. (1977). Human emotions. New York, NY: Plenum.
- Karatepe, O.M., & Avci, T. (2002). Measuring service quality in the hotel industry: evidence from Northern Cyprus. Anatolia: An International Journal of Tourism and Hospitality Research, 13(1), 19-32.
- Kyle, G. T., Graefe, A. R., Manning, R., & Bacon, J. (2003). An examination of the relationships between leisure activity involvement and place attachment among hikers along the Appalachian trail. Journal of Leisure Research, 35(3), 249-273.
- Kyle, G. T., Graefe, A. R., Manning, R., & Bacon, J. (2004a). Predictors of behavioural loyalty among hikers along the Appalachian Trail. Leisure Sciences, 26 (1), 99-118.
- Kyle, G. T., Graefe, A. R., Manning, R., & Bacon, J. (2004b). Effect of activity involvement and place attachment on recreationists' perceptions of setting density. Journal of Leisure Research, 36 (2), 209-231.
- Lasser, W.M., Manolis, C., & Winsor, R.D. (2000). Service quality perspectives and satisfaction in private banking. Journal of Services Marketing, 14(3), 244-71.
- Lee, C. (2001). Predicting tourist attachment to destinations. Annals of Tourism Research, 28 (1), 229-232.
- Lee, Y., Lee, C., Lee, S., & Babin, B. J. (2008). Festivalscapes and patron's emotions, satisfaction, and loyalty. Journal of Business Research, 61, 56-64.
- Lewis, B.R. (1993). Service quality: Recent developments in financial services. International Journal of Bank Marketing, 11(6), 19-25.
- Likert, R. (1934). A simple and reliable method of scoring the Turnstone attitude scales. Journal of Social Psychology, 5, 228-237.
- Liljander, V., & Strandvik, T., (1993). Estimating zones of tolerance in perceived service quality and perceived service value. International Journal of Service Industry Management, 4 (2), 6-28.
- Lovelock, C., & Wright, L. (1999). Principles of services marketing and management. Englewood Cliffs, NJ: Prentice Hall.
- Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. Cambridge, MA: MIT Press.
- Nadiri, H. & Hussain, K. (2005). Diagnosing the zone of tolerance for hotel services. Managing Service Quality, 15(3), 259-277.
- Norusis, M.J. (1985). Advance Statistics guide: SPSS X. New York, NY: McGraw-Hill.
- Nunnally, J.C. (1978). Psychometric theory. New York: McGraw-Hill.
- Parasuraman, A., Berry, L.L., & Zeithaml, V.A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-50.
- Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
- Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1), 12-40.
- Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research. Journal of Marketing, 58, 111-24.
- Peng, L. Y., & Wang, Q., (2006). Impact of relationship marketing tactics (RMTs) on Switchers and Stayers in a competitive service Industry. Journal of Marketing Management, 22, 25-59.
- Pike, S. (2007a). Destination image literature: 2001-2007. Acta Turistica, 19 (2), 107-125.
- Pike, S. (2007b). Consumer-based brand equity for destinations: Practical DMO Performance measures. Journal of Travel & Tourism Marketing, 22 (1), 51-61.
- Pritchard, M., Havitz, M., & Howard, D. (1999). Analyzing the commitment loyalty link in service contexts. Journal of the Academy of Marketing Science, 27(3), 333-348.
- Richins, M. L. (1997). Measuring emotions in the consumption experience. Journal of Consumer Research, 24 (2), 127- 146.
- Shemwell, D.J., Yavas, U., & Bilgin Z. (1998). Customer-service provider relationships:An empirical test of a model of service quality, satisfaction and relationship oriented outcome. International Journal of Service Industry Management, 9, 155-168.
- Silvestro, R., & Cross, S. (2000). Applying service profit chain in a retail environment. International Journal of Service Industry Management, 11 (3), 244-68.
- Sureshchander, G.S., Rajendran, C., & Anatharaman, R.N. (2002). The relationship between service quality and customer satisfaction: A factor specific approach. Journal of Services Marketing, 16(4), 363-379.
- Travel and Tourism Economic Impact 2015 India, World Travel & Tourism Council, https://www.wttc.org/media/files/reports/economic%20impact%20research/countries%202015/india2015.pdf. , accessed on May 12, 2016.
- Zeithaml, V.A., Berry, L.L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1-12.