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This study aims to identify the strategic implications of the service attributes of green hotel from the implicit importance, Kano quality characteristics, and service risk. The results show that 12 service attributes are of high-importance, of which three are Attractive Quality, three are One-dimensional Quality, and six are Must-be Quality. Among three service attributes of Attractive Quality, two are low service risks. The findings can provide a reference for green hotels to improve service quality and avoid service failure. This study is an innovative approach in evaluating the service quality of green hotels. [ABSTRACT FROM AUTHOR]

In a highly competitive market, service quality gap, competitor performance and objective assessment of service quality are the key considerations for identifying the critical deficiencies of service quality. This study aims to develop a Competitive Importance-Performance and Gap Analysis (CIPGA) through function conversion, which is based on the relative importance, relative performance and competitive quality gap of each service attribute. The CIPGA model has six strategic patterns, including Competitive advantage, Head-to-Head Competition, Potential Disadvantage, Potential Opportunity, Negative Head-to-Head Competition, and Fatal Crisis. This study takes two major wedding banquet halls in Taiwan as a case study to verify the model. It explores the service quality of the benchmark company compared to the major competitor by setting Wedding Banquet Hall A as the benchmark company and Wedding Banquet Hall B as the major competitor. The results show, for Wedding Banquet Hall A, nine service attributes belong to Potential Opportunity, three service attributes belong to Negative Head-to-Head Competition and three service attributes belong to Fatal Crisis. Their management implications are discussed in detail in the text. This study expects that service quality can be evaluated more specifically and effectively by the CIPGA model, to improve service quality in a highly competitive market. [ABSTRACT FROM AUTHOR]

This paper aims at exploring the structural relationships between the dimensions of experiential cultural distance (experiential individualism/collectivism, experiential uncertainty avoidance, experiential power distance, experiential masculinity/femininity), the dimensions of experiential relationship quality (experiential trust and experiential satisfaction) and future experiential intentions. A convenience sample of 683 Mainland Chinese tourists who had taken an international trip for leisure purposes in the past 12 months in Shanghai Pudong International Airport, Shanghai Hongqiao International Airport, Beijing Capital International Airport, Guangzhou Baiyun International Airport and Shenzhen Bao'an International Airport was surveyed. Results will assist destination management in developing and implementing market-orientated service strategies to decrease perceptions of experiential uncertainty avoidance, experiential power distance and experiential masculinity and increase perceptions of experiential individualism, experiential trust and experiential satisfaction in order to promote future experiential intentions. [ABSTRACT FROM AUTHOR]

This paper explores the relationships among experiential authenticity, the dimensions of last-chance attachment (last-chance dependence, last-chance identity, last-chance affect and last-chance social bonding) and the dimensions of experiential relationship quality (experiential trust, experiential satisfaction and experiential loyalty). A convenience sample of 505 tourists in Malé, Banana Reef, Artificial Beach and Sun Island of the Maldives was surveyed. The results indicate (a) a positive effect of experiential authenticity on last-chance dependence, last-chance identity, last-chance affect and last-chance social bonding, respectively; (b) positive effects of last-chance dependence, last-chance identity and last-chance affect on experiential satisfaction; (c) a positive effect of experiential satisfaction on experiential trust; and (d) positive effects of both experiential trust and experiential satisfaction on experiential loyalty. The implications of this study for academics and fast-disappearing destination management are discussed. [ABSTRACT FROM AUTHOR]

Previous studies have paid great attention to exploring relevant issues of risk, benefits, evaluation, co-creation, relationship quality dimensions (satisfaction and trust), and future intentions; however, none focuses on them from experiential perspectives in the tourism industry. The purpose of this study is to explore the structural relationships between experiential risk, experiential benefits, experiential evaluation, experiential co-creation, experiential relationship quality dimensions (experiential satisfaction and experiential trust), and future experiential intentions based on pet owners' experiences of traveling with pets. A questionnaire survey was used to collect the data from respondents who traveled with their dogs to Goolawah Regional Park of New South Wales, obtaining 537 valid samples which were analyzed with structural equation modeling. The study results can show tourism operators what constitutes pet owners' experiences and can aid them in decreasing experiential risk and increasing experiential benefits, experiential evaluation, experiential co-creation, experiential satisfaction, experiential trust, and future intentions to have a travel experience with their pets. [ABSTRACT FROM AUTHOR]

The purpose of this study is to elaborate the structural relationships among the experiential quality dimensions, experiential trust, emotional attachment, experiential image, switching experience, experiential satisfaction, and experiential loyalty from the green perspective. The study findings are based on structural equation modeling (SEM) analysis of a convenience sample of 560 customers at one green restaurant in Taipei City, Taiwan. The findings show that investing resources in an increase in the experiential quality dimensions and a decrease in green switching experience is useful to enhance green experiential trust, green emotional attachment, green experiential image, green experiential satisfaction, and green experiential loyalty. [ABSTRACT FROM AUTHOR]

The purpose of this research is to gain an empirical understanding of airline passengers’ green switching intentions. A conceptual research model is used as a framework to examine the relationships among the experiential quality dimensions, green perceived value, green corporate image, green experiential satisfaction, green corporate reputation, green experiential loyalty and green switching intentions for the airline industry. The data used in this paper were based on a sample of 615 passengers who experienced the eco-friendly services of China Airlines, indicating that the proposed model fitted the data. The study's result will assist airline management to develop and implement market-orientated service strategies to increase the experiential quality dimensions, green perceived value, green corporate image, green experiential satisfaction, green corporate reputation and green experiential loyalty in order to decrease passengers’ green switching intentions. [ABSTRACT FROM AUTHOR]

Abstract: This paper aims to explore the structural relationship between supportive intentions towards a dark tourism site and their 7 drivers—participation, innovation, experiential risk, experiential memorability, experiential satisfaction, experiential trust, and experiential involvement of dark tourism sites. A convenience sample of 546 tourists to the Beichuan earthquake relics was surveyed. The results will assist tourism management in developing and implementing market‐orientated service strategies to increase site participation, site innovation, site experiential memorability, enhance site experiential satisfaction, site experiential trust, and site experiential involvement in order to enable tourists to have intentions to support their dark tourism sites. [ABSTRACT FROM AUTHOR]

This study aims to examine the relationships among the dimensions of experiential quality, experiential quality, affective experience, novelty-seeking, experiential equity, experiential satisfaction, and switching intention. The findings of this study are based on structural equation modeling (SEM) analysis of a convenience sample of 512 tourists from Jiufen, Taiwan, indicating that the proposed model fits the data. The findings support a multi-dimensional model consisting of four dimensions (interaction quality, physical environment quality, outcome quality, and access quality) to conceptualize and measure perceived experiential quality. Affective experience and novelty-seeking significantly influence experiential quality, which in turn results in experiential equity. Experiential satisfaction is influenced by affective experience, novelty-seeking, experiential quality, and experiential equity while experiential satisfaction and experiential equity influence switching intention. [ABSTRACT FROM AUTHOR]

The purpose of this study is to test the relationships among experiential quality, perceptual evaluation, perceived ease of use, perceived usefulness, experiential involvement, experiential satisfaction and experiential loyalty. The data used in this study were acquired from a sample of 494 customers ordering their meals using facial recognition at one fast food restaurant (KFC) in Beijing, China. The empirical findings reveal that experiential quality exerts a direct influence on experiential involvement, perceived ease of use and perceived usefulness. Perceived ease of use is an antecedent of perceived usefulness and experiential quality, perceptual evaluation, perceived ease of use and perceived usefulness that can bring about experiential satisfaction. Experiential involvement moderates the relationship between experiential satisfaction and experiential loyalty. Perceptual evaluation, perceived usefulness, experiential involvement and experiential satisfaction contribute to experiential loyalty. The discussion provides implications and managerial insights for research and practice. [ABSTRACT FROM AUTHOR]

This study aims at examining the interrelationships among experiential quality, equity, happiness, rural image, experiential satisfaction, and behavioral intentions for the rural tourism industry in China. The data used in this study were based on a sample of 694 rural tourists staying in Sansheng Flower Town of Chengdu, indicating that the proposed model fits the data. The result of this study will assist rural tourism management in developing and implementing market-orientated service strategies to increase experiential quality and equity, and enhance the image and experiential satisfaction of rural tourists in order to generate favorable intentions to return or revisit the same rural village. [ABSTRACT FROM AUTHOR]

This study aims at proposing to test a research model to gain a better understanding of the relationships among the dimensions of experiential quality, green experiential satisfaction, green alternative attractiveness, green service fairness, green variety-seeking, and green switching intentions. The study's findings are based on structural equation model analysis of a convenience sample of 650 attendees at the 13th International Green Building and Energy-Savings Exhibition 2016 in Chongqing, China. The results of this analysis contribute to the services marketing theory by providing additional insights into green switching intentions, the dimensions of experiential quality, green experiential satisfaction, green alternative attractiveness, green service fairness, and green novelty-seeking. The study's results will assist green convention management in developing and implementing market-orientated service strategies to increase the dimensions of experiential quality and green experiential satisfaction, enhance green alternative attractiveness, green service fairness, and green novelty-seeking, and decrease green switching intentions. [ABSTRACT FROM AUTHOR]

This study aimed to develop the strategy for enhancing consumer intention to dine at green restaurants by using a three-phase decision-making model which used structural equation modelling (SEM), decision-making trial and evaluation laboratory (DEMATEL), and quality function deployment (QFD) methods in order to determine the critical core factors affecting ‘consumer intention’ to dine at green restaurants, and to develop specific improvement strategies. A total of 511 customer questionnaires were returned from 10 green restaurants. This study also sequentially invited 2 groups of each 10 experts to complete the DEMATEL expert questionnaire and QFD expert questionnaire, respectively. The results of the SEM analysis showed that attitude, subjective norm, perceived difficulty, food quality, service quality, and balance of nature have significant effects on consumer intentions to dine at green restaurants. Among these six factors, four critical core factors were found by the DEMATEL analysis. According to the results of experts’ focus group and QFD, this study developed six improvement schemes and assessed their improvement effects. The findings can provide a new insight based on the three-phase decision-making model to determine the most effective strategy for enhancing consumer intention to dine at green restaurants under limited resources. [ABSTRACT FROM AUTHOR]

This study aims to integrate importance-performance and gap analysis (IPGA), decision-making trial and evaluation laboratory (DEMATEL), and quality function deployment (QFD) to develop a three-tiered service-quality-improvement model in order to identify critical educational-service-quality deficiencies in hospitality, tourism, and leisure undergraduate programmes and thereafter to formulate applicable service-improvement strategies. Seven hundred and eighty-six valid questionnaires were returned. The IPGA analysis showed 12 service-quality attributes were in the area of ‘Concentrate here’. Out of the 12 attributes, four main cause attributes were found with the DEMATEL analysis. Furthermore, six service-improvement strategies were developed based on experts' in-depth interviews and QFD analysis. The effects of these improvement strategies were fully discussed in the context. [ABSTRACT FROM PUBLISHER]

This study aims to examine the interrelationships among the festival quality dimensions, festival quality, emotion, festival image, festival satisfaction and festival loyalty. Analysis of data from 454 attendees in the 12th Macau Food Festival indicates that the proposed model fits the data. The result of this study will assist festival management in developing and implementing market-orientated service strategies to increase quality and image, and enhance the emotion and satisfaction of attendees in order to attain their loyalty toward food festivals. Copyright © 2014 John Wiley & Sons, Ltd. [ABSTRACT FROM AUTHOR]

This study aimed to integrate importance-performance and gap analysis (IPGA) with the quality function deployment (QFD) model in order to determine the critical service quality attributes, and to develop their improvement programs and improvement priority for casual-dining restaurants. This study selected the customers of 18 casual-dining restaurants as the subjects, and 1002 valid questionnaires were returned. The results of IPGA analysis showed that reliability and responsiveness were located in the area of ‘Concentrate here’, which were the service quality dimensions most in demand for urgent improvement of casual-restaurants. A total of six critical service quality attributes were found. This study developed seven improvement programs based on the six critical service quality attributes and experts' focus group interviews. The QFD method was used to determine the priority of seven improvement programs. The results provided new insights into casual-dining restaurants to develop service quality improvements strategies in order to significantly improve restaurants service quality under limited resources. [ABSTRACT FROM AUTHOR]

This study aimed to develop a Green Restaurant Service Quality scale (GRSERV scale). This study used qualitative procedures to develop the dimensions and items of the preliminary GRSERV scale and used quantitative procedures to confirm the reliability and validity of the GRSERV scale. The GRSERV scale included 7 dimensions: tangible, reliability, responsiveness, assurance, empathy, environmental-oriented services, and food quality, which contained a total of 28 items. It was hoped that the GRSERV scale could help green restaurant managers and scholars better understand customers' needs for service quality, in order to significantly improve and enhance the service quality of green restaurants. [ABSTRACT FROM AUTHOR]

Purpose -- The purpose of this paper is to establish an integrated model of Analytic Network Process (ANP) and Decision-Making Trial and Evaluation Laboratory (DEMATEL), to assist enterprises to process supplier quality performance rating and comparison and find the core improvement direction to create the value of all supply chain members. Design/methodology/approach -- This study used the integrated model to process supplier quality performance rating and comparison, which not only improved the order-winners and qualifiers and continued to increase supplier quality performance, but resolved the complex and difficult cause-effect relation issue to find out core improvement items. The cases of Taiwanese industrial computer manufacturers were used to describe the application and benefits of this methodology. Findings -- The results recommended that the improvement item of supplier A shall focus on design and quality conformance. The recommended improvement item and order for supplier B is design, delivery reliability and delivery speed. This study established ANP and DEMATEL evaluation models, and expanded the application field in the supplier performance evaluation. Originality/value -- The ANP model is used to calculate the importance of the evaluation criteria, and the DEMATEL method is introduced to consider the impact of the casual relationship of evaluation items and to adjust the importance of the evaluation item, and to solve the complex and difficult practical causation issue. [ABSTRACT FROM AUTHOR]

The behavioral intentions of visitors play an important role in predicting future profits in the food festival. The purpose of this study is to identify the dimensions of festival quality and examine the interrelationships between behavioral intentions and the other constructs related to behavioral intentions as perceived by visitors to the food festival using structural equation modeling (SEM). The dimensions of festival quality are built and a multi-dimensional and hierarchical model is used as a framework to synthesize the effects of festival quality and visitor satisfaction on behavioral intentions of visitors to the Macau Food Festival (MFF). The findings of this study are based on SEM analysis of a convenience sample of 428 respondents. The findings reveal that there are four primary dimensions and 11 sub-dimensions of festival quality in the MFF. [ABSTRACT FROM AUTHOR]