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20. Service

Author

Sparks, Beverley, Jafari, Jafar, editor, and Xiao, Honggen, editor

Published
2016
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24. Privacy or Security: Does It Matter for Continued Use Intention of Travel Applications?

Author

Choi, Kijung, Wang, Ying, Sparks, Beverley A., and Choi, Sejung Marina

Subjects
INTENTION, STRUCTURAL equation modeling, SATISFACTION, DESTINATION image (Tourism), PRIVACY, TRUST
Abstract

Mobile applications (apps) critically affect travelers' decision-making and shape their experiences. Grounded in the expectancy value approach, this study examines the relationships among expectation confirmation (usefulness, ubiquity, ease of use, incentives, and enjoyment), privacy protection, security, satisfaction, and trust, and how these factors influence travel app users' intention to continue using the app. Phase One of the study analyzed data from 509 survey respondents via structural equation modeling. The findings show that expectation confirmation, security, satisfaction, and trust influence travelers' intention to continue using the travel app, whereas privacy protection exerts no significant effects. Travel app users' level of technology proficiency moderates the effect of perceived security and satisfaction on the intention to continue use. In Phase Two, semi-structured interviews were conducted to explore the key findings from Phase One. This study contributes to the literature by examining expectation confirmation, perceived values of privacy protection, and security of travel app users in a single model to explain individuals' satisfaction, trust, and continued use intention. The study findings also offer strategic implications for travel app developers as well as hospitality and tourism service providers and marketers on how to deliver a high-quality experience, enhance satisfaction and trust, and increase continued use intention among travel app users. [ABSTRACT FROM AUTHOR]

Published
2023
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45. On the nature of customer-employee relationships

Author

Butcher, Ken, Sparks, Beverley, and O'Callaghan, Frances

Subjects
Customer relationship management -- Planning, Company business planning, Customer relationship management, Advertising, marketing and public relations, Business, Economics
Abstract

The development of customer relationships by individual employees is discussed.

Published
2002

47. Justice strategy options for increased customer satisfaction in a services recovery setting

Author

Sparks, Beverley A. and McColl-Kennedy, Janet R.

Subjects
Customer satisfaction -- Methods, Customer service -- Methods, Business, Business, general
Abstract

This market research focuses on customer satisfaction related to the influence of justice in a hotel setting. Videos of various problem situations and their resolutions formed the basis of the satisfaction ratings gathered. Results indicate a two-way interaction between type of compensation and adherence to policy. Customers were more satisfied with compensation, even tokens such as drink vouchers, than with favors provided by hotel staff.

Published
2001

48. Cross-cultural partner relationships in the travel trade: a Sino-Australian study

Author

Pan, Grace W., Sparks, Beverley, and Fulop, Liz

Subjects
Business-to-business market -- Forecasts and trends, Travel industry -- International marketing, Travel industry -- Alliances and partnerships, Business to business market, Market trend/market analysis, Business, Travel industry
Abstract

A cross-sectional study examines the nature of partner relationships in the Sino-Australian travel trade. The results show that developing relationships is a very complex process that is characterized by three phases.

Published
2007

49. The effectiveness of print advertising stimuli in evoking elaborate consumption visions for potential travelers

Author

Walters, Gabrielle, Sparks, Beverley, and Herington, Carmel

Subjects
Travelers -- Research, Travelers -- Psychological aspects, Print advertising -- Evaluation, Sales promotions -- Methods, Travel industry -- Methods, Travel research, Business, Travel industry
Abstract

A study on effectiveness of print advertising in evoking detailed, quality consumption vision among tourism consumers is presented. Results conclude that print advertising has a substantial impact upon the targeted consumers visionary.

Published
2007

50. Understanding customer-derived value in the timeshare industry

Author

Sparks, Beverley, Butcher, Ken, and Pan, Grace

Subjects
Customer relationship management -- Methods -- Research, Travel industry -- Methods -- Research, Sales promotions -- Methods -- Research, Timesharing (Real estate) -- Management -- Research -- Methods, Business, Travel industry, Customer relationship management, Company business management, Management, Research, Methods
Abstract

Focus-group interviews with timeshare owners have identified twelve factors from which the owners derive value from their investments. Five of those factors, convenience, location, relaxation, social, and fun and enjoyment, [...]

Published
2007

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