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Open Access research with a European policy impact...

The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by Strathclyde researchers, including by researchers from the European Policies Research Centre (EPRC).

EPRC is a leading institute in Europe for comparative research on public policy, with a particular focus on regional development policies. Spanning 30 European countries, EPRC research programmes have a strong emphasis on applied research and knowledge exchange, including the provision of policy advice to EU institutions and national and sub-national government authorities throughout Europe.

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The impact of tour service performance on tourist satisfaction and behavioral intentions : a study of Chinese tourists in Hong Kong

Chan, Andrew and Hsu, Cathy H. C. and Baum, Thomas (2015) The impact of tour service performance on tourist satisfaction and behavioral intentions : a study of Chinese tourists in Hong Kong. Journal of Travel and Tourism Marketing, 32 (1-2). pp. 18-33. ISSN 1054-8408

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Abstract

This study proposes and tests a tour service performance framework that assesses the impact of tour service performance on tourists’ satisfaction with tour services and experience as well as their behavioral intentions, based on data collected from 580 Chinese tourists participating in package tours in Hong Kong. All of the scales used were pretested and refined using confirmatory factor analysis (CFA). The results show that satisfaction with tour services and satisfaction with the tour experience are distinct constructs with differential relationships with the various tour services. Among the seven tour services examined, tour guiding service has the greatest impact on satisfaction with tour services, whereas leisure activities have the greatest impact on satisfaction with the tour experience. The results also suggest that behavioral intentions are determined by tour guide service and tourist satisfaction. The methodology employed allows a comprehensive and focused evaluation of all services included in package tours.