Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes
Purpose – The purpose of this paper is to identify and classify ecotourism service elements according to their instrumentality to customer satisfaction. Design/methodology/approach – Drawing on the ECOSERV model, the authors conduct further qualitative and quantitative research to find additional di...
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| Format: | Article |
| Language: | English |
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Emerald Publishing
2019-10-01
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| Series: | Journal of Asian Business and Economic Studies |
| Subjects: | |
| Online Access: | https://www.emerald.com/insight/content/doi/10.1108/JABES-07-2018-0051/full/pdf?title=ecotourists-satisfaction-and-dissatisfaction-asymmetric-effects-of-service-attributes |
| _version_ | 1798036208361668608 |
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| author | Vo Thi Ngoc Thuy Hoang Doan Phuong Thao |
| author_facet | Vo Thi Ngoc Thuy Hoang Doan Phuong Thao |
| author_sort | Vo Thi Ngoc Thuy |
| collection | DOAJ |
| description | Purpose – The purpose of this paper is to identify and classify ecotourism service elements according to their instrumentality to customer satisfaction. Design/methodology/approach – Drawing on the ECOSERV model, the authors conduct further qualitative and quantitative research to find additional dimensions of service quality. Kano’s model and Customer Satisfaction Index are then employed with a sample of 324 ecotourists to categorize these service quality elements. Findings – A new scale of ecotourism service quality is proposed, with the addition of four dimensions: price-quality, interaction with locals, interaction with other customers and relaxation feelings. The paper also confirms the existence of four groups which are classified according to their level of impacts on satisfaction and dissatisfaction: attractive, one-dimensional, must-be and indifferent. Originality/value – The paper improves the present ecotourism scale and develops an integrated approach to facilitate effective decision making by identifying areas that require greater attention, thus providing practical benefits for eco-site managers. It also hopes to contribute to better understanding about ecotourism services in the context of an Asia country like Vietnam and encourages further research in this area. |
| first_indexed | 2024-04-11T21:09:21Z |
| format | Article |
| id | doaj.art-fd6fc003010c4a479102e3186517ea71 |
| institution | Directory Open Access Journal |
| issn | 2515-964X |
| language | English |
| last_indexed | 2024-04-11T21:09:21Z |
| publishDate | 2019-10-01 |
| publisher | Emerald Publishing |
| record_format | Article |
| series | Journal of Asian Business and Economic Studies |
| spelling | doaj.art-fd6fc003010c4a479102e3186517ea712022-12-22T04:03:08ZengEmerald PublishingJournal of Asian Business and Economic Studies2515-964X2019-10-0126218920510.1108/JABES-07-2018-0051627615Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributesVo Thi Ngoc Thuy0Hoang Doan Phuong Thao1Faculty of Business Administration, University of Economics and Law, Vietnam National University Ho Chi Minh City, Ho Chi Minh, VietnamFaculty of Business Administration, University of Economics and Law, Vietnam National University Ho Chi Minh City, Ho Chi Minh, VietnamPurpose – The purpose of this paper is to identify and classify ecotourism service elements according to their instrumentality to customer satisfaction. Design/methodology/approach – Drawing on the ECOSERV model, the authors conduct further qualitative and quantitative research to find additional dimensions of service quality. Kano’s model and Customer Satisfaction Index are then employed with a sample of 324 ecotourists to categorize these service quality elements. Findings – A new scale of ecotourism service quality is proposed, with the addition of four dimensions: price-quality, interaction with locals, interaction with other customers and relaxation feelings. The paper also confirms the existence of four groups which are classified according to their level of impacts on satisfaction and dissatisfaction: attractive, one-dimensional, must-be and indifferent. Originality/value – The paper improves the present ecotourism scale and develops an integrated approach to facilitate effective decision making by identifying areas that require greater attention, thus providing practical benefits for eco-site managers. It also hopes to contribute to better understanding about ecotourism services in the context of an Asia country like Vietnam and encourages further research in this area.https://www.emerald.com/insight/content/doi/10.1108/JABES-07-2018-0051/full/pdf?title=ecotourists-satisfaction-and-dissatisfaction-asymmetric-effects-of-service-attributessatisfactionkano modelcategorizationecotourismecoservasymmetrical weights |
| spellingShingle | Vo Thi Ngoc Thuy Hoang Doan Phuong Thao Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes Journal of Asian Business and Economic Studies satisfaction kano model categorization ecotourism ecoserv asymmetrical weights |
| title | Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes |
| title_full | Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes |
| title_fullStr | Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes |
| title_full_unstemmed | Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes |
| title_short | Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes |
| title_sort | ecotourists satisfaction and dissatisfaction asymmetric effects of service attributes |
| topic | satisfaction kano model categorization ecotourism ecoserv asymmetrical weights |
| url | https://www.emerald.com/insight/content/doi/10.1108/JABES-07-2018-0051/full/pdf?title=ecotourists-satisfaction-and-dissatisfaction-asymmetric-effects-of-service-attributes |
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