| 1. |
- Lundberg, Christine
(författare)
-
A word-of-mouth approach to informal information sharing among part-time and short-term employed front-line workers in tourism
- 2008
-
Ingår i: Journal of Vacation Marketing. - : SAGE Publications. - 1356-7667 .- 1479-1870. ; 14:1, s. 23-39
-
Tidskriftsartikel (refereegranskat)abstract
- This article aims at understanding informal information sharing among a group of part-time front-line employees with short-term contracts in tourism, by adapting an external marketing concept, Word-of-Mouth communication (WOM), into an internal environment of an organization — the employee market. As a result of using this approach, insights have been made into the informal internal marketing activities and subsequent learning processes that occur through informal information sharing between employees. It is also evident that through this sharing of experiences front-line employees learn how to create successful service encounters and thereby find their roles as a part-time marketer within their organization. As a result of the findings a new concept is introduced and discussed — Internal Word-of-Mouth (IWOM).
|
|
| 2. |
- Andersson, Tommy D., 1947, et al.
(författare)
-
Linking event quality to economic impact: A study of quality, satisfaction, use value and expenditure at a music festival
- 2017
-
Ingår i: Journalof Vacation Marketing. - : SAGE Publications. - 1356-7667 .- 1479-1870. ; 23:2
-
Tidskriftsartikel (refereegranskat)abstract
- The aim of this study is to develop and test, in an event context, a model describing the relationships between perceived quality, satisfaction, use value and consumer expenditures. A model is proposed and tested using data from a Web and telephone survey of 326 visitors to a Swedish music festival. Findings from bivariate correlation, multiple regression and structural equation models show that links are significant and support a chain of dependencies. Better managed festivals seem to generate higher economic impact at the destination as well as in the festival area. Implications of this are that festival managers can influence the economic impact by careful design, planning and operation of the festival and that the DMO can positively influence the economic impact by monitoring the quality of publicly supported festivals and events. Quality standards and quality certification could provide means for such developments.
|
|
| 3. |
- Trischler, Jakob, et al.
(författare)
-
Service design : Suggesting a qualitative multistep approach for analyzing and examining theme park experiences
- 2012
-
Ingår i: Journal of Vacation Marketing. - : Sage Publications. - 1356-7667 .- 1479-1870. ; 18:1, s. 57-71
-
Tidskriftsartikel (refereegranskat)abstract
- This article proposes and applies a multistep qualitative approach for evaluating service experiences, adapted from the emerging field of service design, in a theme park. It is argued that service design offers effective methods for analyzing and developing complex service experiences. By applying ‘persona’, ‘observation’, ‘guided interviews’, and ‘visualization’ methods to a theme park at the Gold Coast, Australia, it is found that the multistep approach delivers comprehensive insights into customer experiences and identifies critical incidents that take place during the service experience. As such, this study suggests a new method of how to analyze and evaluate service experiences.
|
|
