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Abstract
Consumers constantly revise their satisfaction judgments as they gain new service experience.
While some researchers found that consumers weigh their prior cumulative experience more
heavily than their most current individual service encounters when updating their cumulative
overall satisfaction, others found the opposite result. Following the development of the
literature, this study investigated customers' satisfaction updating process in the context of
service failure and service recovery in the hotel industry. Three different types of satisfaction
judgments were included in the updating process; they are prior cumulative overall satisfaction,
current service encounter satisfaction, and new cumulative overall satisfaction.
An experimental design was involved. Hypothetical scenarios were used to manipulate service
failure and service recovery. Service failure and service recovery were manipulated at two
levels, high and low. A survey was conducted at California State University, Chico.
Questionnaires were sent to all faculty and staff members of the university. A total of 652
usable questionnaires were collected. The response rate was 31.50%.
The results of the data analysis show that service failure and recovery did have a significant
impact on current service encounter satisfaction. For both high and low severity of failure
situations, the more service recovery that was offered, the higher the current service encounter
satisfaction was. When updating overall satisfaction, participants weighed their current service
encounter satisfaction more heavily than prior cumulative overall satisfaction, regardless of
different levels of service failure and service recovery. When the effect of frequency of visit was
included in the updating model, similar results were found; current service encounter
satisfaction had a stronger influence on new cumulative overall satisfaction than did prior
cumulative overall satisfaction.
The findings of this research suggest that service failure and recovery can have considerable
negative influences on hotel guests' cumulative overall satisfaction. Once customers experience
service problems, it is difficult to bring customers' satisfaction level back to where it was. Hotels
should strive to prevent service breakdowns from happening in the first place.
The problem of this research is to examine the impact of customer satisfaction and delight on loyalty by
empirically testing a model. Furthermore, the study aims to better understand four phases of loyalty
development: cognitive, affective, conative, and action loyalties. Data were collected from guests who
stayed at a Midwestern resort during a peak summer vacation time using an online and a paper survey
(1,573 subjects from an online survey, 87 subjects from a paper survey). The model was tested applying
structural equation modeling (SEM) to estimate the relationship between customer satisfaction, delight,
and loyalty in a tourism and hospitality context.
The findings support the proposed model and suggest that (1) customer satisfaction has a direct and
positive influence on cognitive and affective loyalty; (2) customer delight has a direct and positive
influence on cognitive and affective loyalty; (3) customer satisfaction has a greater influence on
cognitive loyalty than on customer delight; (4) customer delight has a greater influence on affective
loyalty than on customer satisfaction; (5) cognitive and affective loyalties have a direct and positive
influence on conative loyalty; and (6) conative loyalty has a direct and positive influence on action
loyalty.
This study is one of few empirical studies on customer satisfaction, delight, and loyalty and tests a more
comprehensive model than previous research efforts. This study will contribute to the body of
knowledge on customer satisfaction, delight, and loyalty and provide important theoretical and applied
suggestions for the tourism and hospitality industry. Future studies should replicate the findings and test
the model with different samples such as types of accommodations (e.g., motel, business hotel, bed and
breakfast), places (e.g., other states, other countries), and service industries (e.g., restaurant, airline,
cruise). With attitudinal research, validating the accuracy of action loyalty or intended future behaviors
should be validated with actual measures of future returns to the business and recommendations of the
business to others.
Author
Harding, Bryan P.. Utah State University, ProQuest Dissertations Publishing, 2009. 1462154.
Abstract
The North American ski industry has grown over the past century from a small, family-owned and -
operated industry, to a multi-billion dollar industry dominated by corporate management organizations.
The rise of corporate resort ownership has led to the trend of the construction base village
developments at ski resorts around the country to attract guests, and therefore revenue, to their
resorts. Though many base villages have been very successful in attracting skiers, examples of poor
landscape architectural design practices abound in the industry. This study examines several design
elements considered to be the "fundamental elements of designed space," applies these elements to
base village design throughout the country, critically examines their implementation in built examples,
and presents suggestions and recommendations for future mountain resort base village design
practices.
The first study examined current destination resort research via meta-analysis. Using this
methodology provided nine functional classifications for existent literature including:
employees/human resources, financial/asset management, bionetwork, government/legalities,
physical structure/development, industry analysis/synopsis, consumers, adjacent
community/region, and operations/management. In the second study, current operational
techniques and marketing trends in resorts located in the Upper Midwest were examined. From
this qualitatively based study, 21 areas of operational interest and 19 areas of marketing
interest emerged. Overall these resorts are very homogenous with the family/team concept
driving operations and technology having significant impacts on marketing. The third study then
examined consumers perceptions on which factors are most important in selecting a resort.
From this study three underlying factors of resort selection were found including passive, active
and business. In addition, situational and sociodemographic variables influence the importance
placed on these three factors.
One of the greatest joys of traveling is experiencing the unique beauty of natural environments all over
the world. Unfortunately, when those fragile areas start to receive a lot of traffic from tourists, it can
negatively impact their ecosystems. Ecotourism developed to create an environmentally responsible
way to visit natural areas. On ecotours, visitors can experience and learn about endangered
environments while promoting their conservation. However, this sector of travel has both pros and
cons.
Positive Impacts
The main idea behind ecotourism is to educate tourists about conservation efforts and research
developments in fragile natural areas, while also offering travelers a chance to experience those areas
firsthand. Ideally, the efforts work for both the travelers and the environments they visit. Ecotourists
gain knowledge of ecosystems, biology and geology of specific natural locations, which in turn informs
their conservation efforts. Some of the money that goes into ecotourism also goes to conservation
efforts, such as repopulating endangered species and reforestation.Many of the world’s most beautiful
natural sites also happen to exist in impoverished countries, such as Ecuador, Nepal and Madagascar.
Ecotourism efforts in these countries help provide economic growth there – even more than typical
tourism. Where regular tourism efforts return about 20 percent of revenue to local communities, almost
all the revenue generated by ecotourism programs goes back into those communities.
Negative Impacts
Tourism inevitably leads to development – even in ecotourism efforts. When natural areas become
popular in the travel industry, they usually become the site of hotels, excavations and other tourist
industry activities. These activities sometimes displace indigenous groups and local people from their
homelands, which not only damages the integrity of those local communities, but prevents its members
from benefiting from the economic benefits of a growing tourism industry.On top of ecotourism’s
potential impacts on locals, the industry can also take a toll on surrounding wildlife.
It’s ironic, given that ecotourism aims to educate ecotourists and promote the conservation of natural
habitats, but, for some species, the increased presence of humans may by default negatively impact
their natural behaviors. Increased foot traffic can also affect soil quality and plant life in general,
damaging the area’s overall ecosystem.Finally, not all travel organizations that market themselves as
ecotourist programs are actually environmentally friendly. These organizations know ecotourism is
growing in popularity and may take advantage of that fact by parading as ecotouristic when in reality
they ignore eco-friendly practices. For that reason, it’s important that would-be ecotourists do their
homework before giving an organization their business.
How to Be an Eco-Tourist
If you want to contribute to the ecotourism industry while having as little negative impact on the
environment and local communities as possible, you should take some precautions. The most important
is to only give your money to genuine ecotourism programs, which should adhere to the following
standards:
Commitment to protecting ecosystems’ biodiversity
Support for the basic rights of local communities while contributing to their economies
Respect for local cultures and a commitment to educate tourists on those cultures
To help your search, look into member programs of the International Ecotourism Society (TIES). TIES
partners with ecotourism organizations to help promote travel options that conserve the environment,
protect cultural diversity and spur community development. You can find TIES members on the
organization's website, under the "Find Members" tab, which allows you to search by region and
organization category.
Also make sure to research your accommodation options to choose one that practices environmentally
friendly policies, and recycle whenever you can. Reuse towels, water bottles and silverware as often as
possible, and pack toiletries that won’t harm the environment. Finally, read up on the rules and
regulations of the natural environments you visit, and make sure to adhere to those rules.
http://traveltips.usatoday.com/positive-negative-effects-ecotourism-63682.html
The economic benefits of Sustainable Tourism
Posted on October 6, 2016 by Isabel Gaval
Sustainable Tourism not only benefits the environment and the local communities: it has also economic
advantages. Let’s go to discover why choose eco-friendly accommodations is so important today.
Sustainable Tourism is of primary importance to our planet and its future. Even the UN has dedicated
the year 2017 the International Year of Sustainable Tourism. Let’s go to find out what are the benefits of
sustainable tourism which are not only environmental and social, but also economic.
Contributing 80% of GDP and 12% of employment creation, Tourism is the third economic activity in
Europe, according to data from EU. Every year a billion people travel throughout the world (one in
nearly six people) and continue to grow. The forecast maintain that, in 2030, the number of tourists will
increase to 1.8 million, doubling the number of a few years ago. In a period of fundamental questions
about sustainability for our development model, we are also asking what the environmental, economic
and social impacts will be.
Ospitalità-verde
According to the CMIGreen Traveler Study Report, the “eco-aware” customers travel more frequently
than average customers. In the 2009 the 75,6% spent at least two time away from home and the 22%
spent from 5 to 8 times away. The same report of 2010 asked to responsible travellers how the global
economic crisis has affected on their travel programmes. The 54% answered that they spent a green-
travel in the last 12 months. The 43% of interviewed are prepared to spend until a 5% more to reduce
his ecological footprint in the next travel.
Other survey by World Tourism Organization (UNWTO) tells us that a percentage between 10 and 15%
of travellers are looking for the unusual and unique. The growth of this type of tourist is much higher
than traditional customer segments. These new tourists are described as people “well educated,
matures, wealthy, with travel experience, environment-aware and sensitive to social issues and
traditional culture, system and costumes of travel destinations” (UNTWO, Responsible Travel).
It is created an added value for the guests more interested in this issue.
It is reduced the costs and consumptions (energy, water and wasted in general), the CO2
emissions.
Attention for the environment is contagious and allow to do network. It’s a positive energy to be
able to innovate our business.
https://ecobnb.com/blog/2016/10/economic-benefits-sustainable-tourism/
Advantages of Ecotourism
Author Jenny Green, Leaf Group Updated April 13, 2018
A vacation at an ecotourism site can give a warm, fuzzy feeling. Ecotourists learn about the ecosystems,
traditions and cultures of their destination without missing out on adventure, excitement and
relaxation. For local communities, it's a win-win experience. Ecotourism provides support through
employment and other means, but not at the expense of the local environment. Search listings at
reputable websites before booking a vacation to avoid unscrupulous companies that don't offer genuine
ecotourism opportunities.
Characteristics of Ecotourism
Unfortunately, abuse of the ecotourism label does exist, but tourists can judge the validity of a
destination by looking at several factors. Good ecotourism conserves local cultural and biological
diversity, promotes the sustainable use of resources and supports local economies through employment
and the use of local services. Other factors to look for include empowerment of the local community by
shared participation in management, cultural and environmental awareness and minimal impact of
tourist activities on local natural resources. To find genuine ecotourism opportunities, search the
directories of reputable organizations such as The International Ecotourism Society and Responsible
Travel.
http://traveltips.usatoday.com/advantages-ecotourism-61576.html
Eco-Friendly Amenities: A Practical Approach to a Greener Living
November 26, 2014 by Nicoleta Iudean
Going green is no longer just a vague urban trend for developers, property owners and managers of
apartment buildings. It has become a double responsibility: to develop green projects (or transition
existing ones to green) and to tune in to renters’ eco-conscious mind-set by nurturing and educating
green communities.
Environmentally friendly living is just as much a global matter, as it is (or should be) a corporate
endeavor, and last but not least an individual concern. World population, cities, neighborhoods and
buildings continue to grow rapidly at an alarming pace.
Going green is no longer just a vague urban trend for developers, property owners and managers of
apartment buildings. It has become a double responsibility: to develop green projects (or transition
existing ones to green) and to tune in to renters’ eco-conscious mind-set by nurturing and educating
green communities.
Are you keeping up with the green trends in your community? We’ve put together a comprehensive list
of popular green amenities (both apartment and community oriented), that we’ve assembled by
analyzing all the rental property descriptions from our nationwide rentals listing portal, RENTCafé:
On-Site Recycling Program. The 3R’s: Reuse, Reduce, Recycle are more important than ever. Starting a
comprehensive recycling program in your community, either with the help of local authorities or by
contracting a private waste & recycling company , will be appreciated and may increase the community-
mindedness of other residents. A robust recycling program will save you money when compared to the
costs of trash disposal. In addition, this can become a strong selling point for you property! Some other
related green trends are hazardous waste disposal systems and composting areas. Have you ever
considered them?
Green spaces. Do as much tasteful landscaping as your property enables you to. Renters appreciate
anything that provides them with a little urban escape, such as dreamy green meadows, friendly pet
walking areas, blooming trees, colorful flowers, and decorative plants displayed along sidewalks or bike
paths. Another green landscaping amenity that’s trending is a rooftop garden (‘green rooftop’), which
will improve air quality and reduce pollution. More importantly, it will increase energy conservation,
since the plants provide natural insulation, while diminishing the flood risks.
Energy efficiency improvements. Energy use in multi-family buildings with 5 or more residential units
can be reduced significantly and upgrades can result in utility cost savings of 15-30%, according to a
report released in 2012 by CNT Energy and ACEEE. Here are some of the improvements most frequently
implemented: programmable thermostats, energy efficient heat pumps / windows / patio doors, energy
saving light fixtures (LED technology), Energy Star stainless steel appliances, highly efficient washers and
dryers in the laundry room, and even heat reflective ceilings.
Water efficiency. Property managers can make their contribution to reducing water consumption by
installing low-flow sink and bathtub faucets, showerheads and toilets, which can reduce indoor water
use by 30-40%. Also some HVAC (Heating, Ventilation and Air Conditioning) measures can be taken,
depending on each particular system. Last but not least, landscaping around buildings needs a
reassessment: automatic irrigation systems with electronic controllers, soil moisture sensors, and low
volume distribution devices are recommended. You should even consider planting drought-resistant
species that require less humidity.
Alternative means of transportation. One way to encourage residents to travel less by car (or even not
to buy a car) is to provide bike rentals, bicycle storage facilities, and even designated paths for those
who favor this activity. Also, more and more people are purchasing electronic vehicles that require
charging batteries, so a charging station at the property is a great incentive for residents. Another idea
to diminish the need for privately-owned cars is the Zipcar service that some properties seem to have
already implemented successfully.
Smoke-free communities. It may seem a harsh thing for smokers, but the fact is local comprehensive
smoke-free laws have already impacted on hundreds of communities nationwide. We will not debate
the dangers of second-hand smoking here. It only takes time, will, and careful planning to educate your
communities about this new health measure. Luckily, there are many NGOs and even state laws that
support such work and can facilitate the provision of materials.
Solar panels. Is your roof providing anything else for your residents other than shelter? By investing in
solar systems, managers can turn them into property income. Solar energy is the easiest way to heat up
water, and it works in partnership with other existing water heating systems. In time, the investment
will pay for itself.
The use of recycled and non-toxic materials. We are more than privileged to be living in times when the
diversity of products on the market is huge. You can make green choices about what to buy for your
property: use non-toxic products for general cleaning and maintenance, use recycled materials to build
certain amenities (such as playgrounds and common area facilities), paint the walls with low or zero VOC
paint, and the list goes on and on.
https://www.multihousingnews.com/post/eco-friendly-amenities-a-practical-approach-to-a-greener-
living/
Benefits of Ecotourism
By SJ Stratford
Looking Forward
Ultimately, good conservation requires a concerted and ongoing effort by everyone from locals to
government to international policymakers. It takes small steps like establishing ecotourism as an
industry to help everyone see what's necessary and what is possible. Many people become easily
discouraged by the excess of development and environmental degradation such as deforestation. Efforts
like ecotourism show locals and governments alike that land can be reclaimed and is worth conserving
for generations to come.
https://greenliving.lovetoknow.com/Benefits_of_Ecotourism