James F. Petrick

Development of a multi-dimensional scale for measuring the perceived value of a service.

The construct of perceived value has been identified as one of the most important measures for gaining competitive edge (Parasuraman, 1997), and has been argued to be the most important indicator of repurchase intentions (Parasuraman & Grewal, 2000). Thus, the measurement of perceived value may have far reaching implications for the recreation and tourism fields. The purpose of the current study was to develop a multidimensional scale for the measurement of perceived value of a service. A 25-item instrument was developed to measure the construct and its dimensions. Five dimensions were identified, and were found to have content validity by a panel of experts. The instrument was further found to be reliable, and have convergent, and discriminant validity.

The Roles of Quality, Value, and Satisfaction in Predicting Cruise Passengers’ Behavioral Intentions

The purpose of the current study was to examine the relationships between satisfaction, perceived value, and quality in their prediction of intentions to repurchase and positive word of mouth publicity. These constructs have been examined from three distinctly different perspectives, resulting in three competing models. Thus, the satisfaction model, perceived value model, and quality model were utilized to assess which one best explains cruise passengers’behavioral intentions. Results revealed that the quality model most accurately fit the data and that quality was the best predictor of intentions to repurchase. Quality was found to have both a moderated and direct effect on behavioral intentions. Specific theoretical and managerial implications are discussed.

An Examination of the Determinants of Entertainment Vacationers’ Intentions to Revisit

This study investigated the relationship of entertainment travelers’ past vacation behavior, vacation satisfaction, perceived vacation value, and intentions to revisit and repurchase. Subjects were inquirers for the purchase of an entertainment package that visited the destination and were systematically selected over a 12-month period. Results suggest that past behavior, satisfaction, and perceived value are good predictors of entertainment vacationers’ intentions to revisit the destination. It was further found that the variables of past behavior, satisfaction, and perceived value are poor predictors of intentions to visit and attend live theater entertainment or book an entertainment package during a visit. Given the relationships between past behavior, satisfaction, perceived value, and intentions to revisit, results of the present study provide important theoretical implications and direction for entertainment destination management.

An Examination of the Construct of Perceived Value for the Prediction of Golf Travelers’ Intentions to Revisit:

The construct of perceived value has been identified in the marketing literature as one of the most important measures for gaining competitive edge and has been argued to be the most important indicator of repurchase intentions. Yet, in the field of tourism, repurchase intentions and consumer loyalty are often predicted solely by measures of consumer satisfaction and/or service quality. One market in need of repurchase intention research is the golf traveler market. Thus, the purpose of this study was to investigate the measurement and utilization of the construct of golf travelers’ perceived value. Results suggest that current measures of perceived value may be inappropriate and do not capture the construct of perceived value of a service. These findings indicate that theoretical development of perceived value is in need of further research and understanding. Managerial and theoretical implications are discussed.

First Timers’ and Repeaters’ Perceived Value:

While it has been suggested that perceived value is the most important indicator of future purchase behavior for services, few studies have examined the underlying frame-work of perceived value. Research has also suggested the importance of identifying differences between first-time and repeat visitors. Thus, the purpose of the current study was to test the relationships between reputation, emotional response, monetary price, behavioral price, quality, perceived value, and repurchase intentions. Results from a survey of cruise line passengers revealed distinct differences between the antecedents of first-time visitors’ and repeat visitors’ perceived value. It was also found that quality was the best predictor of repurchase intentions for first timers, while perceived value was the best predictor for repeaters. Specific theoretical and managerial implications are discussed.

Are loyal visitors desired visitors

Abstract Cruise managers strive to increase visitor loyalty for it is generally assumed that retaining current passengers is more viable and profitable than searching for new passengers. Yet, Opperman (Consumer psychology of tourism, hospitality and leisure. Wallingford, UK: CABI Publishing, pp. 19–37) argues that empirical evidence has yet to show that loyal customers are any better than new customers, and that loyalty segmentation must account for the vast differences between first time visitors and multiple time visitors. Thus, the purpose of the current study was to determine if loyal cruise visitors (passengers) are more desirable (based on repurchase intentions, word of mouth publicity, price sensitivity, money spent and risk-adjusted profitability index than both first time visitors and less loyal visitors. Results found that loyal visitors were found to be more likely to visit in the future, spread word of mouth advertising and to offer a lower risk associated with their profitability, while first time visitors and less loyal visitors are less price sensitive, and spend more. Specific managerial implications are discussed.

Experience use history as a segmentation tool to examine golf travellers' satisfaction, perceived value and repurchase intentions

It is becoming increasingly important for destination managers to identify the variables which attract and retain their current and potential clientele. The segmentation of golf travellers into homogeneous markets allows for the comparison of consumer variables by groups and can assist management in formulating consumer-oriented marketing strategies. The current study utilised experience use history (EUH) to create distinct, identifiable segments of golf travellers by examining their past behaviour and experience levels. This allowed the consideration of differences between the segments with regard to overall satisfaction, perceived value and intention to repurchase a golf vacation. Results revealed that golf travellers with diferent EUHs difiered in both their overall satisfaction and intentions to revisit the destination. Specific managerial implications are discussed.

An Examination of the Determinants of Golf Travelers’ Satisfaction:

With increasing competition for attracting patrons to golf destinations, it is becoming more important for managers to identify the variables that attract or retain golf travelers. Yet, relatively little is known about the determinants of, and best way to measure, golf travelers’ satisfaction. Thus, the purpose of the present study was to investigate the determinants of golf travelers’ overall satisfaction. The research found that overall satisfaction can be effectively predicted with information and attribute satisfaction and that information satisfaction is an antecedent to attribute satisfaction. These findings suggest that Oliver’s model may be improved with the inclusion of information satisfaction. It was also found that attributes related to the resort experience had more influence on overall satisfaction than attributes related to information provided and golfing experiences. Further, it was found that golf travelers’ satisfaction is highly correlated with repurchase intentions. Managerial and theoretical implications are discussed.

Tourism Marketing in an Era of Paradigm Shift

The present article synthesizes the latest discussion on the future paradigm of marketing. Three alternative marketing perspectives are discussed: relationship marketing, the network approach, and the service-dominant logic. Additionally, their relevance to the field of tourism marketing is highlighted. It is revealed that tourism marketing researchers have started to echo the new marketing thoughts, although in-depth conceptual exploration is still lacking. Finally, the implications of these new marketing conceptualizations on tourism research, practices, and teaching are discussed, and it is concluded that the present tourism marketing research could be improved by putting more emphasis on strategy research and conceptual thinking.

The Utilization of Critical Incident Technique to Examine Cruise Passengers’ Repurchase Intentions

Recent passenger figures suggest that although the cruise industry is growing, so is the competition. This growth has made it imperative for the industry to retain its current clientele to thrive. Research has revealed that service experiences can be severely altered, either positively or negatively, by one single “moment of truth.” This study examined cruise passengers’ moments of truth using critical incident technique to better understand cruise passengers’ overall satisfaction, perceived value, word of mouth, and repurchase intentions. Results imply that analyzing critical incidents can be an effective management tool for cruise line management and that these “moments of truth” are relevant to visitor retention. It was also found that negative incidents have a much greater effect on cruise passengers’ post hoc cruise evaluations than positive incidents. Opportunities for future research are also discussed.