Christian Laesser

Information Sources for Travel Decisions: Toward a Source Process Model

This article contributes to the study of information sourcing behavior in the travel decision process. It focuses on the differences between information sourcing before and after a definite trip decision (characterized either by an irreversible choice with regard to destination or by a legal contract such as a reservation or purchase of one or multiple elements of a trip). The study identifies typical patterns of information search behavior for different travel types, grouped by means of clusters along two stages of the information sourcing process, thus forming paths of information sourcing. The data are representative for the case of Switzerland, serving as a model for a well-developed travel market. Descriptors such as type of trip, degree of packaging, choice of destination, and choice of accommodation showed significant explanatory power, while sociodemographic variables proved to be of less value. The results give the industry the possibility of improving information distribution systems throughout the travel decision process.

Market Segmentation by Motivation: The Case of Switzerland

This study describes the segmentation of mature travel markets, as exemplified by Switzerland. Based on an extensive and representative travel survey covering 2,000 households and more than 11,000 trips, a situational, motivation-based travel market segmentation is proposed. The clustering of motivations proves to be a valuable means to segment markets. The results reveal a diminishing role of sociodemographic segment descriptors. It is more the (anticipated) travel profile and the attraction of a certain destination that determines Swiss travel behavior.

Destination Governance: Using Corporate Governance Theories as a Foundation for Effective Destination Management

This article adds to the ongoing debate on the performance of corporate-based versus community-based destination management models. New forms of integrated, centrally managed destinations challenge the business models of traditional, historically grown destinations driven by decentralized ownership. This article analyzes the contribution of corporate governance theories to the explanation of destination governance structures and evolution. The research uses six selected dimensions of corporate governance, and the operationalization through concrete items, to analyze and assess twelve destinations in the Swiss Alps. Various destination governance forms and mechanisms reveal the context for conditions for success.

Segmenting Markets by Travel Expenditure Patterns: The Case of International Visitors to Australia

This article addresses the issue of segmenting markets according to drivers of travel expenses, exemplified by the case of international visitors to Australia and modeled by means of hedonic (log-linear) regression. Based on characteristics of a trip (number of travel companions from the same household, duration of trip, and choice of type of accommodation) as well as the reason for travel and influences to come to Australia, the overall expenditure for a trip is estimated by log-linear regression. The results (all ceteris paribus) reveal that visitors from mature markets, most of them in Europe, tend to spend approximately 20% to 30% less on a trip to Australia than those from less mature markets, most of them in Asia. Attending conferences as a delegate, visitation to rural areas such as the outback, and travel aimed at enjoying local food and beverages are associated with higher spending compared to other reasons for visiting Australia. In contrast, (commoditized) beach holidays and visitation to events lead to comparably less spending. With regard to accommodation, the use of hotels results in expenditure of 20% higher than average for other forms of accommodation, whereas staying with friends and relatives leads to expenditures of 8% to 14% less than average. Finally, travelers on group tours spend up to 10% less than average.

Online Versus Paper Format Effects in Tourism Surveys

The popularity of online surveys is rising, yet the validity of survey data collected online is frequently questioned. This study compares online surveys versus paper surveys administered via regular mail in the tourism context, and examines in detail the extent and nature of survey bias resulting from survey format-specific respondent self-selection. Results suggest that (1) both online and mail samples deviate from census data population statistics regarding sociodemographics to the same extent (but differ in nature), (2) no differences exist in the contamination of data by response styles, (3) online respondents have a lower dropout rate and produce less incomplete data, and (4) responses to tourism-related questions differ significantly, indicating that survey format can dramatically influence results of empirical studies in tourism. Our findings show that neither pure online surveys nor pure paper surveys administered through regular mail are unbiased. Format-specific self-selection of respondents to participate leads to systematic biases in both cases, making multimethod survey approaches the most reliable way of data collection at present.

Segmentation of the senior travel market by the means of travel motivations

The article reports on the segmentation of Swiss senior travellers on the basis of their travel motivation. Switzerland is considered a mature market which is why this country serves as a role model for future travel behaviour. In contrast to previous studies, which identified up to six clusters, the results reveal that in the case analysed there are three clusters. Two of them partially represent a life cycle concept: TIME HONOURED BON VIVANTS (phase 1; towards the end of a professional life), and GRIZZLED EXPLORERS (phase 2; from the start of a retired life). These two segments are complemented by RETRO TRAVELLERS, which incorporate many characteristics of the previous two but differentiate themselves in terms of education as well as professional positions.

The New Frontiers of Destination Management Applying Variable Geometry as a Function-Based Approach

This study challenges the way the research community has approached issues and implemented concepts in the field of destination management. In contrast to previous contributions that deliver a particular framework, this study aims to literally deframe the construct of the destination. To this end, we propose an alternative and dynamic viewpoint for researchers and practitioners that might have evolved decades ago, if the research community had not tried to constrain or reduce the phenomenon of the destination to a comprehensive and inherently static system. We identify the main problems of destination management and attempt to explain the reason for the many failures and shortcomings in practice. Building on an alternative concept, we present its applicability to the case of the currently ongoing reform of the destination management organizations (DMOs) in Switzerland. The study has a conceptual character, although its practical relevance has been proved over the past two years.

Self-Congruity Theory: To What Extent Does It Hold in Tourism?

This paper investigates (1) if, and to what extent, self-congruity theory is applicable in tourism, (2) to what extent travel and person characteristics explain the degree of self-congruity, and (3) how the operationalization of self-congruity affects the conclusions about whether self-congruity holds in tourism. Results derived from a large-scale study of Swiss travelers indicate that conclusions depend heavily on how self-congruity is measured. Using a relatively strict measure, more than half the trips under study can be classified as self-congruent. However, travel and sociodemographic characteristics are very limited in their ability to explain when self-congruity occurs.

Travel Agency Marketing Strategy: Insights from Switzerland:

This article provides insight into alternative strategies for travel agencies in a matured travel market with a high Internet penetration. Discounting arguments that claim that there will be no need for travel agents in the future, two possible roles for travel agents can be derived from theory and prior studies in the field: travel agents can survive if they focus on specific specialized services, such as travel consultation (specialization; hypothesizing that systematic differences exist between the usage of travel agents for different travel contexts); and travel agents can survive if they focus on specific segments of the market, such as older travelers (segmentation; hypothesizing that systematic differences exist between the usage of travel agents depending on the personal characteristics of travelers). Results indicate that the use of travel agencies is indeed associated with specific services related to package holidays, transport services, beach or city holidays, as well as destinations travelers are not familiar with. In contrast, no clear association between travel agent use and sociodemographic characteristics of travelers exists. Hence, the findings from this study support the notion that the most promising future for travel agents will lie in specializing in travel contexts and travel components where other booking channels and media are unlikely to be able to offer a full substitute for travel agent services.

RELATIONSHIP INTENTION AS A MEDIATOR BETWEEN RELATIONAL BENEFITS AND CUSTOMER LOYALTY IN THE TOUR OPERATOR INDUSTRY

Relationship and customer loyalty management have been an important field of research in marketing for decades. However, the focus for many years was mainly on the benefits of relationship marketing for companies. This article contributes to a deeper understanding of the benefits of relationship marketing for customers in the travel industry. It investigates the effects between relational benefits, relationship intention and intentional loyalty using the tour operator industry as an example. Relationship intention will be introduced as a variable influencing intentional loyalty. The role of relationship intention in the customer benefit‐intentional loyalty context will be analyzed by testing different path models. The measurement model is estimated, based on a confirmatory factor analysis using LISREL with a sample of 1,702 tour operator customers. The structural model as well as the estimate path coefficients were analyzed applying a partial least square approach (PLS) using SmartPLS. This article not only contributes to the further development of models explaining intentional loyalty, but also to the development of practical insights about the influence of different measures and tools on intentional loyalty from a customer benefit perspective. It can be concluded that the intention of a customer to invest in a relationship is dependent on the perceived level of relationship benefits. Further, the results show, that the buying behavior of customers is influenced by the perceived relational benefits. With the management of customer relations, a provider can influence the behavior of the customer to exploit the earning potential efficiently. Therefore, a provider has to be successful in creating new relational benefits for his customers through measures of customer relation management.