Paul Rompf

An Exploratory Study of Differences among Meeting and Exhibition Planners in their Destination Selection Criteria

ABSTRACT Destination selection criteria for meetings, conventions, trade shows, and other events have been explored by a variety of researchers. Most research in this area, however, has not evaluated how planners of different events rate the destination selection variables. The current study identified three international associations for different types of event professionals and compared members’ ratings of 13 destination selection criteria. Findings show that there are differences in the most important criteria used by each of the associations, with the International Association of Exhibitions and Events (IAEE) rating exhibit space, Meeting Professionals International (MPI) rating perceived value for the money, and Professional Convention Management Association (PCMA) rating support services for events as the highest criteria. Choice of restaurant and variety of nightlife are the lowest rated criteria by all groups. This information will help destination marketing organizations and event venues in specific destinations market themselves more effectively by positioning themselves appropriately in the marketplace.

Locals' Involvement in Travelers' Informational Search and Venue Decision Strategies While at Destination

Abstract Visitors to a destination have varying motives, interests, and means in selecting specific venues for overnight accommodations and dining experiences as well as recreational and entertainment experiences. Information acquisition leading to critical venue decisions can be made at any or all journey pointspretrip, in-transit, and at-destination. Supported by past research, academic and practitioner, an explanatory model of at-destination search and decision strategies for travel-related services is discussed and partially tested. Travelers in general, and the adventuresome, risk averse, inexperienced, and disinclined decision makers in particular, may employ a common external search strategy, conferring with a perceived “expert” on the location and/or venue. The focus of this research is at-destination, visitor decision strategies that employ “local experts” for information acquisition and venue selection.

Gratuitous Referrals: A Subset of Visitor Search Activities and Decision Strategies at Destination for Travel-Related Services

Abstract The referral-seeking behavior of travelers at a given destination is undergoing greater scrutiny as businesses compete in increasingly competitive marketplaces. The phenomenon of at-destination venue search activity and decision processes utilized by visitors is predominantly an academic unknown. This study investigated a subset of the sources frequently utilized by visitors, referrals from local residents. The findings from two comparable studies indicate a broad section of the local community may be frequently relied upon for information as well as the venue decision for lodging, foodservice, and recreational and entertainment services at a destination.

The nature of gratuitous referrals in tourism: local residents' perspective

Purpose – The purpose of this paper is to investigate the referral patterns of local residents who are frequently requested by visitors to the community to provide information and/or direct venue referrals for travel‐related services. Also investigated, were the factors influencing the selection of a specific venue being referred. It is posited that visitors delay many travel decisions until they arrive at a destination and extensively utilize local “experts” in their decision strategy.Design/methodology/approach – The current study expands upon previous research on visitor decision strategies for travel‐related services once that are at a destination by examining the referral activity of 180 residents in the metro‐Orlando area, a destination that attracts more than 47 millions visitors each year. A standardized questionnaire was utilized to collect data in two distinct areas of the destination, a central tourism corridor and a bedroom community.Findings – In general, at‐destination recommendations from l...

A fundamental exploration of administrative views of hospital hospitality and service excellence

The study has implications for healthcare organizations seeking to implement practices of hospitality and service management to improve overall healthcare service delivery. Additionally, the study of hospitality outside of its traditional industry boundaries may result in the generation of new improvement options/opportunities for traditional managers of hospitality businesses and organizational researchers. The study can be used as a foundation for the formulation of additional studies in the area of service excellence and hospitality applied to other layers in an organization irrespective of industry setting.

A Qualitative Assessment of the Service Encounter

This qualitative study collected regarding recalled service encounters by consumers across a broad range of encounters not just in service failures found respondents recalled service encounters from the hospitality leisure industry in 42% of encounters. Usually, the consumer recalls and reports at least two types of fairness when recalling a service encounter with procedural fairness the most reported, followed by interactional and then distributive fairness. The study suggests using fairness across a spectrum of service encounters and not just when a service failure is recalled and is also the first hospitality or service sector study to view service encounter outcomes into types of initial satisfaction, service recovery, and double deviation and then to follow up by assessing fairness types across outcomes.

At-destination referrals, tie strength, and satisfaction

This paper combined an at-destination decision-making model with the theory of tie strength to find out information related to the referrals that travelers received and used at a major tourist destination in the southeastern United States. At-destination decisions included lodging, eating and dining, entertainment, recreation, and travel. The data indicated eating and dining, recreation, and entertainment decisions are made in large numbers at the destination. The first research question involved referral source and frequency for at-destination decisions, revealing many third-party decision-makers. Friends and family members were the most requested and local residents the least requested referral sources. The second research question inquired as to whether satisfaction scores from the referred experience differed across referral source. The researchers suggested that referrals have different perceived levels of trust, expertise, and ties, and potentially will render different sales levels. Due to this, the satisfaction outcome was measured by referral source. Results showed that referred satisfaction scores were highest from local resident referrals followed by friends and relatives – one a strong tie and one a strong–weak tie. Finally, more neutral satisfaction scores were reported from other information sources. The article closes by offering possible explanations for these differences and by providing suggestions for additional at-destination decision-making and outcome research.