The Impact of Tourist Participation on Service Quality of Travel Agencies and Tourist Satisfaction:An Empirical Study in Beijing Tianjin and Hebei Province

WANG Jia-Xin

Areal Research and Development ›› 2012, Vol. 31 ›› Issue (2) : 117-123.

PDF(650 KB)
PDF(650 KB)
Areal Research and Development ›› 2012, Vol. 31 ›› Issue (2) : 117-123.

The Impact of Tourist Participation on Service Quality of Travel Agencies and Tourist Satisfaction:An Empirical Study in Beijing Tianjin and Hebei Province

  • Wang Jiaxin1,2
Author information +
History +

Abstract

Service quality and tourist satisfaction are key factors which influence the performance of tourism enterprise to a great extent. As the coproducer in service process, the impact of tourist participation on tourism service quality and tourist satisfaction cannot be ignored. Through analyzing tourist participative behaviors in consumption and service delivery processes and discusses its impacts on service quality and tourist satisfaction from four dimensions:preparation, information sharing, cooperation behavior and personal interaction. The data from tourists of eight travel agencies in Beijing,Tianjin and Shijiazhuang is used to test the hypotheses by LISREL and SPSS. The results show that the four dimensions of customer participation influence service quality and customer satisfaction to a different extent from different paths.

Key words

tourist / participative behavior / service quality / customer satisfaction

Cite this article

Download Citations
WANG Jia-Xin. The Impact of Tourist Participation on Service Quality of Travel Agencies and Tourist Satisfaction:An Empirical Study in Beijing Tianjin and Hebei Province[J]. Areal Research and Development, 2012, 31(2): 117-123

References

[1]Mills P K, Morris J H. Clients as ‘Partial’ Employees of Service Organizations: Role Development in Client Participation[J]. Academy of Management Review, 1986, 11(4):726-735.

[2]Kelley S W, Donnelly Jr. J H, Skinner S J. Customer Participation in Service Production and Delivery[J]. Journal of Retailing, 1990,66(3):315-335.

[3]Larsson R, Bowen D E. Organization and Customer: Managing Design and Coordination of Services[J]. Academy of Management Review, 1989,14(2):213-233.

[4]Karthik N. The Consumer as “Transient Employee”: Consumer Satisfaction through the Lens of JobPerformance Models[J]. International Journal of Service Industry Management, 2003, 14 (4): 420-435.

[5]Youngdahl W E, Kellogg D L. The Relationship between Service Customer’s Quality Assurance Behaviors, Satisfaction and Effort: A Cost of Quality Perspective[J]. Journal of Operations Management, 1997,15(1): 19-32.

[6]Bettencourt L A. Customer Voluntary Performance: Customers as Partners in Service Delivery[J]. Journal of Retailing, 1997,73(3): 383-406.

[7]Ennew C, Binks R. Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory Study[J]. Journal of Business Research, 1999,46(2): 121-132.

[8]Lloyd A E. The Role of Culture on Customer Participation in Service[D].Hong Kong: Polytechnic University, 2003.

[9]Grnroos C. Strategic Management and Marketing in the Service Sector[R]. Research Reports No.8, Helsinki: Swedish School of Economics and Business Administration, 1982.

[10]Parasuraman A, Zeithaml V A, Berry L L. A Conceptual Model of Service Quality and Its Implications for Future Study Research[J]. Journal of Marketing, 1985, 49 (4): 41-50.

[11]Cronin Jr. J J, Taylor S A. Measuring Service Quality: A Reexamination and Extension[J]. Journal of Marketing, 1992,56(3):55-68.

[12]Zeithaml V, Parasuraman A, Berry L. Delivering Quality Service, Balancing Customer Perceptions and Expectations[M]. New York: The Free Press, 1990: 30-32.

[13]Monroe K B. PricingMaking Profitable Decisions[C]. New York: McGrawHill, 1991.

[14]Woodruff R B. Customer Value: The Next Source for Competitive Advantage[J]. Academy of Marketing Science,1997,25(2): 139-153.

[15]Cardozo R N. An Experimental Study of Consumer Effort, Expectation and Satisfaction[J]. Journal of Marketing Research, 1965(2):244-249.

[16]Olshavsky R W, Miller J A. Consumer Expectations, Product Performance and Perceived Product Quality[J]. Journal of Marketing Research, 1972,9(1): 19-21.

[17]Anderson R E. Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived[J]. Journal of Marketing Research, 1973,10(1): 38-44.

[18]Oliver R L. A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions[J]. Journal Marketing Research, 1980,17(4): 460-469.

[19]Oliver R L. Satisfaction. A Behavioral Perspective on the Consumer[M]. New York: Irwin McGraw Hill, 1997:13.

[20]Cermak D S P, File K M K, Prince R A. Customer Participation in Service Specification and Delivery[J]. Journal of Applied Business Research,1994,10(2):90-98.

[21]范秀成,张彤宇. 顾客参与对服务企业绩效的影响[J].当代财经, 2004(8): 69-73.

[22]范钧.顾客参与对顾客满意和顾客公民行为的影响研究[J].商业经济与管理,2011(1):68-75.

[23]Zeithaml V A, Berry L L, Parasuraman A. Communication and Control Processes in the Delivery of Service Quality[J]. Journal of Marketing,1988,52(2):35-48.

[24]Patterson P G, Spreng R A. Modeling the Relationship between Perceived Value, Satisfaction and Repurchase Intentions in A BusinesstoBusiness, Services Context: An Empirical Examination[J]. International Journal of Service Industry Management, 1997, 8(5): 414-434.

[25]Wang Yinggui, Lo HingPo, Yang Yongheng. An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China’s Telecommunication Industry[J]. Information Systems Frontiers,2004(4):325-340.

[26]Lam S Y, Shankar V, Erramilli M K, et al. Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration from A BusinesstoBusiness Service Context[J]. Journal of the Academy of Marketing Science,2004(3): 293-311.

[27]董大海.作为竞争优势重要前因的顾客价值:一个实证研究[J].管理科学学报,2004 7(5):84-90.

[28]王斌.景区形象与游客感知价值、满意和忠诚的关系的实证研究[J].旅游科学,2011,25(1):61-71.

[29]Hellier P K, Gus M G, Rodney A C, et al. Customer Repurchase Intention: A General Structural Equation Model[J].European Journal of Marketing, 2003,37(11):1762-1800.

[30]Cronin J J, Brady M K, Hult G T M. Assessing the Effects of Quality, Value and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments[J]. Journal of Retailing,2000,76(2):193-218.

[31]陆娟,芦艳.服务质量与服务忠诚的多维度关系研究[J].财贸研究,2006(6):80-87.

[32]Groth M. Managing Service Delivery on the Internet: Facilitating Customers Coproduction and Citizenship Behaviors in Service[D].Arizona: The University of Arizona, 2001.

[33]Nunnally J C, Bernstein I H. Psychometric Theory[M]. 3rd Edition, New York: McGrawHill Inc., 1994.
PDF(650 KB)

48

Accesses

0

Citation

Detail

Sections
Recommended

/