Experience vs quality: predicting satisfaction and loyalty in services

How smartwatch use drives user reciprocity: The mediating effects of self-expansion and self-extension

People are increasingly using smartwatches in their daily lives. Scholars have focused on the drivers of the initial and continued use of smartwatches, while few studies have dealt with the outcomes of smartwatch use. Therefore, this study explores the impact of smartwatch use on user experience (self-expansion and self-extension) and user reciprocity (user loyalty and user influence) based on service-dominant logic. Data were collected through a questionnaire survey of 343 smartwatch users in China. Structural equation modeling and the bootstrapping method were applied to test the theoretical hypotheses. The results show that smartwatch use positively affects self-expansion and self-extension, both self-expansion and self-extension positively affect user loyalty and user influence, and smartwatch use affects user loyalty and user influence through self-expansion and self-extension. This research deepens our understanding of the outcomes of smartwatch use, and provides insights for smartwatch manufacturers to create more value from user reciprocity.

Factors influencing tourists' shared bicycle loyalty in Hangzhou, China

Focusing on Hangzhou, a famous tourist city in China, in this study, four regression models were constructed through four items of tourist loyalty to investigate the influence of tourist perceptions and characteristics on male and female tourist loyalty to shared bicycles. A questionnaire survey and ordered logistic regression model techniques were used. Survey data from 467 tourists indicated that there were significant differences between male and female tourists. For male tourists, their willingness to reuse shared bicycles (Models 1 and 2) was positively correlated with ease of access to cycles, environmental awareness, psychological benefit, and management provision; however, their willingness to recommend shared bicycles (Models 3 and 4) was only affected by environmental awareness, psychological benefit, and management provision. Among female tourists, willingness to reuse shared bicycles (Models 1 and 2) was affected by ease of access to cycles, environmental awareness, and rule adherence, while their willingness to recommend shared bicycles (Models 3 and 4) was affected by ease of access to cycles, environmental awareness, psychological benefit, and managerial provision. In addition, female tourists' socio-demographic and behavioral characteristics had a significant impact on their loyalty, among which length of stay in Hangzhou and education were significant in the four regression models, and number of visits to Hangzhou had a positive impact on female tourists' willingness to reuse (Models 1 and 2). In addition, female tourists who used Hellobike had higher willingness to reuse and recommend than those who used Mobike. For male tourists, only length of stay in Hangzhou had a significant impact on their reuse intention (Model 2). The current study extends the theory of attribution to explore the factors which may affect tourist's loyalty to bicycle-sharing from the perspectives of tourists' perceptions. It will provide further support to decision makers in the development of new shared-bicycle systems at Chinese tourist destinations, with the aim of strengthening tourist loyalty to shared-bicycle programs.

The intricate relationships of consumers’ loyalty and their perceptions of service quality, price and satisfaction in restaurant service

Purpose

The purpose of this study is to determine how consumers perceive restaurant service in Bangladesh. The goal of this study is to determine the impact of perceived service quality and price fairness on consumer satisfaction and loyalty toward restaurant services.

Design/methodology/approach

The data for this study were collected from 326 respondents who have used restaurant services in Bangladesh. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to evaluate the research data with SmartPLS 3.3.3.

Findings

The current study’s findings indicate that perceived service quality and price fairness both have a direct and significant effect on consumer satisfaction. Additionally, the research findings reveal a considerable association between perceived pricing fairness and consumer pleasure and consumer loyalty. Additionally, findings indicate that perceived service quality and price fairness both have a significant indirect effect on customer loyalty via the mediating effect of consumer satisfaction.

Practical implications

The current study demonstrates that perceived price fairness has a substantial effect on restaurant consumers’ satisfaction and loyalty; thus, this evidence can assist restaurant owners and managers in developing and implementing their pricing strategy to retain customers. Additionally, the findings have significant implications for restaurant operators, practitioners and policymakers.

Originality/value

Only a few research have been conducted to determine the effect of service quality and pricing fairness on consumer satisfaction and loyalty when it comes to restaurant services. This research conclusion provides guidance to service providers on how to increase customer satisfaction and loyalty through an emphasis on price fairness and service quality.

Analysis of Tourism Experience in Haizhu National Wetland Park Based on Web Text

Most studies on wetland parks focus on resource surveys and evaluations, park planning and design, and the construction of hardware facilities. Only a few studies have covered tourism experiences. With the rapid development of online media, online text data have become a prominent research direction for tourism experiences. Based on the web text analysis method and importance-performance analysis, Rost Content Mining 6 software was used. This served to analyze word frequency, semantic web analysis, and sentiment analysis, and to explain the web text about Haizhu National Wetland Park. It also helped to find problems experienced by tourists and their underlying reasons and proposed improvement strategies. The results showed that the overall quality of the tourism experience in Haizhu National Wetland Park was relatively high. However, some of the negative comments mainly focused on the lack of humanistic landscape construction, lagging infrastructure, and poor management services. By combining research results, improvement strategies were proposed that addressed infrastructure, management services, scenic spot publicity, ecological environmental protection, and so on. These could help to enhance tourism experiences.

Spatio-temporal Evolution and Driving Factors of the High-quality Development of Provincial Tourism in China

Accelerating the promotion of high-quality development of tourism (HQDT) is of great significance to the sustainable development of tourism. This paper defined the concept of HQDT, and then built an evaluation system for HQDT measurement to analyze the spatio-temporal evolution characteristics of China's HQDT based on provincial panel data from 2010 to 2019, using Geodetector to explore the similarities and differences between driving factors of HQDT and tourism development scale (TDS). The results show that: 1) Taking the development concepts of innovation, coordination, green, openness and sharing as the guidance, and considering the organic unity of quantity and quality, the evaluation index system of the HQDT consists of six dimensions of economic stability, innovation driving, coordination and linkage, green and sustainability, openness and cooperation, and sharing and harmony, which respectively represent the basis, momentum, means, orientation, direction and purpose of the HQDT; 2) The level of China's HQDT shows an upward trend, presenting the characteristics of eastern region > central region > western region > northeastern region in 2019. The regional differences in China's HQDT show a downward trend, and the intra-regional differences have replaced the inter-regional differences as the main source of regional differences; 3) China's HQDT shows the characteristics of higher in the east and lower in the west along the Hu line, while the improvement speed of HQDT shows the characteristics of faster in the west and slower in the east, making the decline of east-west differentiation of China's HQDT and the movement of the gravity center towards southwest; 4) Both HQDT and TDS are obviously driven by tourism capital investment and regional consumption. In terms of differences, the HQDT is more driven by government guidance, innovation driving force, and opening up, while the main driving factors of TDS are more biased toward capital elements and hardware facilities, including informatization, tourism resource, traffic, and eco-environment.