Jenny (Jiyeon) Lee

The Mediating Effect of Place Attachment on the Relationship between Festival Satisfaction and Loyalty to the Festival Hosting Destination

The purpose of this study was to explore the factors that drive festival visitor loyalty to host destinations. Our analysis focused on the role of place attachment as a mediator of the relationship between visitors’ positive evaluation of their festival experience and their loyalty to the host destination. Using structural equation modeling, we found that satisfied visitors at a festival develop a moderate level of emotional attachment to the festival host destination and ultimately become loyal to that destination. Not all dimensions of place attachment and festival satisfaction, however, were statistically significant, nor were they of equal valence in their prediction of the destination loyalty dimensions. Based on these findings, both theoretical and practical implications of this investigation are discussed.

Recollection consistency of festival consumption emotions.

In this study, the validity of a measure of festival consumption emotions and the recollection consistency of visitors’ emotional experiences at festivals over time and across settings was examined. Data were collected from festival visitors using an on-site and postvisit survey in Texas. It was found that measures of a six-dimensional product consumption emotions scale were valid and reliable for festival visitors over time. Despite some differences in the type and strength of emotional descriptors across the studies, festival visitors experienced moderate levels of positive emotions when asked to rate their affective states both during and after their visit. Our results demonstrate that respondents reported a higher intensity of positive emotions but reported a consistent intensity of neutral and negative emotions when asked to evaluate their emotions on-site during their festival visit. Based on these findings, we provide practical and theoretical insights and offer suggestions for future research.

Visitors' emotional responses to the festival environment.

ABSTRACT Despite the importance of emotions and psychological commitment to loyal behavior, little empirical work has been done to explore their simultaneous effects on the festival loyalty development in the tourism literature. Guided by Mehrabian and Russell’s (1974) framework in environmental psychology, this study examined how emotions elicited from the festival environment influenced visitors’ postvisit behavior. Data were collected from visitors to community festivals using the onsite and postvisit survey procedure. Results revealed that festival atmospherics had a positive indirect effect on loyalty via positive emotions, satisfaction, and psychological commitment. Based on the study findings, both practical and theoretical insights were provided.

Segmenting Festival Visitors Using Psychological Commitment

Despite the popularity of festivals and events across destinations, many have failed because of tight budgets and a lack of marketing knowledge. Accordingly, this study aims to assist festival organizers understand more about their target audience. The present study examined the utility of psychological commitment for segmenting festival visitors. We first profiled festival visitors based on their commitment levels and then investigated whether the segments differ in their sociodemographic characteristics, satisfaction, and loyalty. The results demonstrated the presence of three segments, each of which displayed meaningful and significant variation in the intensity of their festival commitment. The groups differed in age, education, and past experience. We also observed that the more committed visitors were to the festival, the higher their overall satisfaction was with the festival experience, and the more likely they were to exhibit loyalty intentions toward the festival. Based on these findings, practical and theoretical insights are provided.

The measurement of emotions elicited within festival contexts: a psychometric test of a festival consumption emotions (FCE) scale.

Despite the growing number of studies on emotions conducted in tourism contexts, the scales measuring the phenomena have performed poorly, displaying questionable reliability and validity. Building from past work, we developed a Festival Consumption Emotions (FCE) scale capturing festival goers emotional experiences in situ. Employing on-site and follow-up mixed mode survey procedures, data were collected from visitors to three community-based agricultural-themed festivals. We tested the psychometric properties of the FCE scale using confirmatory factor analysis and explored variation in scale performance among men and women through invariance testing. The study results demonstrated that emotions elicited during respondents festival experience had four basic elements: love, joy, surprise, and negative. Although no differences were observed in the factorial structure of emotions by gender, the intensity of emotion expressed by men and women differed. Women scored higher than men on measures of positive emotions related to delight and lower on measures of negative emotions (i.e., unhappy and discontented). Based on these findings, we provide some insight on theory related to emotions and guidance for practice.

In pursuit of service productivity and customer satisfaction: the role of resources

Purpose n n n n nIn today’s global marketplace, the mantra of many service firms is enhanced efficiency and productivity. To increase their bottom line, firms must also expand revenue. They thus face the challenge of ways to increase revenue through customer satisfaction while also achieving productivity gains. The current study aims to offer insight into the role of various resources that encourage frontline employees (FLEs) to become engaged in the pursuit of achieving organisational goals, ultimately enhancing service productivity and customer satisfaction. n n n n nDesign/methodology/approach n n n n nA total of 252 customer-FLE dyadic data were collected at a medium-sized retail bank in Ho Chi Minh City, Vietnam. n n n n nFindings n n n n nResults show that personal (self-efficacy) and organisational resources impact FLE productivity directly and indirectly through employee engagement. Importantly, service productivity is then positively associated with customer satisfaction. n n n n nResearch limitations/implications n n n n nExtending previous investigations based on the job demands-resources model and theories of self-efficacy and conservation of resources, this study’s findings empirically support anecdotal accounts of the positive productivity–customer satisfaction relationship. n n n n nPractical implications n n n n nThe results also highlight the importance of the management of human and organisational resources to attain this two-pronged goal. n n n n nOriginality value n n n n nUsing dyadic data (customers and FLEs) collected at a medium-sized retail bank, the authors refute the trade-off effect between attaining employee productivity and customer satisfaction in the service industry. This paper further fills research need to study how various resources available to FLEs can achieve desirable organisational outcomes in service firms – the improvement of both service productivity and customer satisfaction.

Festival Visitors’ Emotion and its Response to the Environment

The purpose of this paper is to investigate how environmental perceptions elicit different sets of emotions and these emotions in turn influence festival visitors’ post-visit evaluation. The present study study adopted the Mehrabian-Russell (M-R) model in environmental psychology in order to better explain how visitors react to the festival physical and social environment. Data were collected from festival goers using an onsite and post-visit survey in 2008 at three community-based festivals in Texas.

Antecedents and consequences of discrete emotions in hedonic consumption situations.

This study identifies festival-specific discrete emotions and examines how these emotions are evoked and affect postconsumption satisfaction. Data were collected from 228 festival visitors through the two-phased self-administered surveys. The results demonstrated that ambience made the greatest direct contribution to eliciting all emotions and had the greatest influence on overall satisfaction. To a lesser extent, quality service encounter was another love-evoking atmospheric attribute, thereby indirectly influencing overall satisfaction. The adverse effect of sadness was also observed as a result from negatively perceived festival layout and design on visitor satisfaction. Based on the present observations, practical and theoretical insights are provided.

Structural equation modeling

Structural equation modeling , Structural equation modeling , کتابخانه دیجیتال جندی شاپور اهواز