Customer characteristics, satisfaction, and repurchase intention

One area of services marketing which has remained relatively underdeveloped, is the nature of the relationship between customer satisfaction and loyalty, and the moderating influences on this relationship, despite the fact that loyalty is essential for service business survival (Reichheld, 1993). This paper reports research regarding the relationship between consumer satisfaction, repurchase intention, and demographic characteristics. A telephone survey was conducted of 500 city residents, focusing on their visitation of tourism special events. The study found support for the findings of some recent, non-Australian, non-services research studies, in that respondent demographics were found to moderate the relationship between satisfaction and repurchase behaviour (in this case, repurchase intention), in an Australian services context.

Understanding the leisure motives of visitors to tourist attractions

In a period when tourism is contracting, and in a destination with an extensive range of visitor attractions, the importance of local residents visitation is accentuated. The aim of this study was to explore whether there are differences across segments of the local resident market in terms of their motives for engaging in leisure activities within the context of tourist attractions. This study was set within the context of Melbourne, Australia. Melbourne has changed in recent years in terms of the range of attractions available to residents. A sample of 1005 local residents was used as the basis of this study. Cluster analysis was used to segment the sample, based on the intended frequency of visitation to a set of attractions. The motives for engaging in leisure were then explored for each of the segments using Unger and Kernan's (1983) Subjective Leisure Scale (SLS), which encompasses six motivational domains namely intrinsic satisfaction, perceived freedom, arousal, mastery, involvement and spontaneity, was applied in this study of leisure activities was used as the basis of identifying the motives for visiting the attractions.

Preliminary investigations into tris(2,2'-bipyridyl) ruthenium (III) as a chemiluminescent reagent for the detection of 3,6-diacetylmorphine (heroin) on surfaces

The use of tris(2,2'-bipyridyl) ruthenium (III) as a chemiluminescent spray reagent spot-test for heroin is discussed. Two forms of the reagent are investigated an aqueous and an anhydrous where both were found to give vastly different results. The aqueous reagent giving slow, low intensity chemiluminescence whilst the anhydrous reagent gave a fast, bright response in the presence of 3,6-diacetylmorphine. The anhydrous reagent is less sensitive the slow, intensity response is characteristic of only two opiates tested 3,6-diacetylmorphine and 3-monoacetylmorphine.

Don't rain on my parade : barriers to ecological tourism

This research investigates the perceived risks and perceptions of visitor experiences associated with visitation to an ecological tourist destination. The research identified a significant consumption barrier which appeared to impact significantly and reflect juxtapositions with regard to tourists’ perceived (reflective) and lived (responsive) experiences with the tourist attraction. The conflicting reports of the “over-commercialisation” of the attraction and the enjoyment of the natural experience recorded at varying recollection periods, provided valuable insight into tourist consumption barriers to the establishment of relational bonds between tourists and ecological tourist attractions.

Measuring expectations: forecast vs. ideal expectations. Does it really matter?

Consumer’s participation in service delivery is so central to cognition that it affects consumer’s quality evaluations. The study presented in this paper investigates the ways that visitor expectations change as a result of first hand experience with a service in the context of a major art exhibition. The research design allowed for two operational definitions of expectations, namely forecast and ideal expectations, in order to investigate differences between respondents’ pre and post experiences with a service. A total of 550 respondent visitors were interviewed during a major art exhibition, using two questionnaires delivered to two sub samples of respondents. The primary questionnaire was designed to capture recalled expectations after visitation while the parallel questionnaire captured forecast expectations prior to visitation and perceptions in the post experience phase. The findings suggest that forecast expectations were different to ideal expectations in both qualitative and quantitative ways and that these differences had important implications for perceptions of service quality. These differences can be explained, at least in part, by the way that expectations are formed and by the way that expectations are shaped by the actual visitation experience. For market researchers, the question of when and how to measure expectations has important implications for research design.

Ego boundaries, shamanic-like techniques, and subjective experience : an experimental study

The subjective effects and therapeutic potential of the shamanic practice of journeying is well known. However, previous research has neglected to provide a comprehensive assessment of the subjective effects of shamanic-like journeying techniques on non-shamans. Shamanic-like techniques are those that demonstrate some similarity to shamanic practices and yet deviate from what may genuinely be considered shamanism. Furthermore, the personality traits that influence individual susceptibility to shamanic-like techniques are unclear. The aim of the present study was, thus, to investigate experimentally the effect of shamanic-like techniques and a personality trait referred to as "ego boundaries" on subjective experience including mood disturbance. Forty-three non-shamans were administered a composite questionnaire consisting of demographic items and a measure of ego boundaries (i.e., the Short Boundary Questionnaire; BQ-Sh). Participants were randomly assigned to one of three conditions: listening to monotonous drumming for 15 minutes coupled with one of two sets of journeying instructions; or sitting quietly with eyes closed for 15 minutes. Participants' subjective experience and mood disturbance were retrospectively assessed using the Phenomenology of Consciousness Inventory (PCI) and the Profile of Mood States-Short Form, respectively. The results indicated that there was a statistically significant difference between conditions with regard to the PCI major dimensions of visual imagery, attention and rationality, and minor dimensions of imagery amount and absorption. However, the shamanic-like conditions were not associated with a major reorganization of the pattern of subjective experience compared to the sitting quietly condition, suggesting that what is typically referred to as an altered state of consciousness effect was not evident. One shamanic-like condition and the BQ-Sh subscales need for order, childlikeness, and sensitivity were statistically significant predictors of total mood disturbance. Implications of the findings for the anthropology of consciousness are also considered.

Understanding barriers to attendance and non-attendance at Arts and Cultural Institutions: A Conceptual Framework

This paper draws together themes from within the leisure, arts and other literature related to why people might not attend cultural institutions and identifies eight barriers: 1) Physical; 2) Personal Access; 3) Cost; 4) Time and Timing; 5) Product; 6) Personal Interest; 7) Socialisation/Understanding; and 8) Information. Many of these barriers appear to be interrelated and as such strategies to address non-visitation will most likely need to be complex to allow the full range of barriers to be addressed.

Tourism and recreation in natural environments : an empirical analysis of visitor satisfaction

A trend in tourism patterns is the desire by tourists to spend more time enjoying unspoilt, natural environments. Leisure experiences in parks can provide many benefits which include promoting positive emotional, intellectual and social experiences which result in high levels of wellness in communities with long-term benefits. However, the resultant growing number of national park visitors has created a need for effective and efficient decision suppOli tools to assist park managers to administer resources, assess planning decisions, cater for an increased range of users, avoid user conflicts and minimise negative impacts on the environment. The aim of this paper is to determine the extent to which manageable variables predict park visitor satisfaction, and in so doing develop a better understanding of park visitors and their leisure experiences in parks. This study is based on a sample of 11,387 face to face interviews at 34 major parks in Victoria, Australia. The study uses cluster analysis, factor analysis and structural equation modelling to develop a segmentation approach to model and analyse visitor satisfaction. Seven well differentiated segments have been developed; constructs relating to park visitation have also been produced. The study highlights that different combinations of park facilities and resources are important in determining the satisfaction of park visitors from different segments.

Iridescent structurally based coloration of eyespots correlates with mating success in the peacock

Gaudy plumage coloration is a widespread ornamental trait in birds and thought to be sexually selected. Although much attention has been devoted to structural coloration reflecting in UV, the signaling function of structural colors lacking UV reflectance and those that exhibit iridescence coloration are poorly documented. The train of the peacock (Pavo cristatus), a classical example of a sexually selected trait, is composed of iridescent structurally colored eyespots not reflecting in UV. Until today, the role played by the structural color of the eyespots in female mate choice has never been investigated using spectrometry. We measured eyespot coloration from a stationary angle (static coloration) and the change in coloration resulting from different angles (iridescent coloration). We assessed coloration with reflectance spectrometry, and we analyzed reflectance spectra using 2 methods. First, we extracted the reflectance spectra shape descriptors hue, brightness, and chroma. Second, we computed color and brightness contrasts signaled by eyespot feathers, taking peafowl color visual sensitivity into account. Iridescence was estimated by the maximal change for all parameters. Brightness was correlated with male mating success. The maximal change in color contrast was correlated with both the frequency of male visitation by females and male mating success. These results suggest that peahens can use both static and dynamic (i.e., iridescent) aspects of plumage structural coloration as signals to detect and choose their mates.

Addressing declining metropolitan park use : a case study of Melbourne, Victoria, Australia

One might expect natural area visitation to offer time-conscious leisure seekers a competitive, low-cost alternative to the vast array of activities available in a major metropolitan area. However, data obtained by Parks Victoria revealed that there has been a decline in the number of regional visitors to Melbourne's metropolitan parks over the past few years. Interviews with regional visitors highlighted the importance of the role that their Melbourne-based friends and relatives were as an information resource. This article investigates the reasons for the decline in park visitation by incorporating the viewpoints of both regional visitors and residents of Melbourne. Focus groups and in-depth interviews provided useful information about pull factors of metropolitan parks and how these parks should be promoted to attract more visitors.

Rural smokers : a prevention opportunity

Background: Smoking is the largest single cause of preventable death and disease in Australia. This study describes smoking prevalence and the characteristics of rural smokers to guide general practitioners in targeting particular groups.

Methods: Cross sectional surveys in the Greater Green Triangle region of southeast Australia using a random population sample (n=1563, participation rate 48.7%) aged 25–74 years. Smoking information was assessed by a self administered questionnaire.

Results: Complete smoking data were available for 1494 participants. Overall age adjusted current smoking prevalence was 14.9% (95% CI: 13.1–16.7). In both genders, current smoking prevalence decreased with age. Those aged 25–44 years were more likely to want to stop smoking and to have attempted cessation, but less likely to have received cessation advice than older smokers.

Discussion: This study provides baseline smoking data for rural health monitoring and identifies intervention opportunities. General practice is suited to implement interventions for smoking prevention and cessation at every patient encounter, particularly in younger individuals.

Placing parks on the tourism agenda : promoting Melbournes' metropolitan parks to metropolitan and regional Victorian visitors

This study establishes a strategy aimed at raising interest in visiting Melbourne’s metropolitan parks based upon interviews and focus group responses in both regional Victoria and Melbourne. As the majority of regional visitors planning a short-break collect their information prior to departure, park information needs to be available before they embark. Whilst visiting Melbourne, regional visitors agreed that they would utilise local knowledge of their host to fill any of their limited spare time. Melbournians should be seen as a potential prime source of information for visitors, but this study found that many Melburnians were often unaware of local attractions. Consequently, part of the strategy to raise interest in visiting Melbourne’s parks must be targeted at Melburnians. This leads to the conclusion that a well informed host is the key to increased visitation
to metropolitan parks.

Association of high-sensitivity C-reactive protein with de novo major depression

Background: Although there is cross-sectional evidence that changes in the immune system contribute to the pathophysiology of depression, longitudinal data capable of elucidating cause and effect relationships are lacking.

Aims: We aimed to determine whether subclinical systemic inflammation, as measured by serum high-sensitivity C-reactive protein (hsCRP) concentration, is associated with an increased risk of de novo major depressive disorder.

Method: Major depressive disorder was diagnosed using a clinical interview (SCID-I/NP). This is a retrospective cohort study; from a population-based sample of 1494 randomly selected women recruited at baseline during the period 1994-7, 822 were followed for a decade and provided measures of both exposure and outcome. Of these women, 644 (aged 20-84 years) had no prior history of depression at baseline and were eligible for analysis.

Results: During 5827 person-years of follow-up, 48 cases of de novo major depressive disorder were identified. The hazard ratio (HR) for depression increased by 44% for each standard deviation increase in log-transformed hsCRP (ln-hsCRP) (HR = 1.44, 95% CI 1.04-1.99), after adjusting for weight, smoking and use of non-steroidal anti-inflammatory drugs. Further adjustment for other lifestyle factors, medications and comorbidity failed to explain the observed increased risk for depression.

Conclusions: Serum hsCRP is an independent risk marker for de novo major depressive disorder in women. This supports an aetiological role for inflammatory activity in the pathophysiology of depression.

Pre- and posttrip factors influencing the visitor experience at a battlefield commemorative event : Gallipoli, a case study

Battlefield tourism is a major component of national and international tourism. This article sets out to provide a holistic understanding of the preevent factors influencing attendance at an event commemorating a famous World War I battle and to follow the cycle through to gain an understanding of what postevent factors influence event satisfaction and how this translates into recommending behavior. The Anzac Day commemorative event at Gallipoli, Turkey, provides the backdrop for this study. A two-step process was used to gather information from Australians partaking in the Gallipoli commemorations in 2007. A preevent questionnaire was distributed to a convenience sample of respondents while they were in transit from Istanbul to Gallipoli for the commemoration. In total, 482 preevent questionnaires were obtained. Step two of this process saw an exit questionnaire administered to a convenience sample of participants on the return journey to Istanbul, resulting in 331 completed postevent questionnaires. The pre- and postevent datasets were separately analyzed using factor analysis and structural equation modeling (SEM) where appropriate. The findings highlight the role of various event attributes, most prominently the ceremonial and experiential aspects of the Anzac Day commemorations, in encouraging visitor satisfaction and further flow-on effects for recommending behavior.

BMD in population-based adult women is associated with socioeconomic status

With few exceptions, an inverse relationship exists between social disadvantage and disease. However, there are conflicting data for the relationship between socioeconomic status (SES) and BMD. The aim of this study was to assess the association between SES and lifestyle exposures in relation to BMD. In a cross-sectional study conducted using 1494 randomly selected population-based adult women, we assessed the association between SES and lifestyle exposures in relation to BMD. BMD was measured at multiple anatomical sites by DXA. SES was determined by cross-referencing residential addresses with Australian Bureau of Statistics 1996 census data for the study region and categorized in quintiles. Lifestyle variables were collected by self-report. Regression models used to assess the relationship between SES and BMD were adjusted for age, height, weight, dietary calcium, smoking, alcohol consumption, physical activity, hormone therapy, and calcium/vitamin D supplements. Unadjusted BMD differed across SES quintiles (p < 0.05). At each skeletal site and SES index, a consistent peak in adjusted BMD was observed in the mid-quintiles. Differences in adjusted BMD were observed between SES quintiles 1 and 4 (3-7%) and between quintiles 5 and 4 (2-7%). At the spine, the maximum difference was observed (7.5%). In a subset of women, serum 25(OH)D explained a proportion of the association between SES and BMD (difference remained up to 4.2%). Observed differences in BMD across SES quintiles, consistent across both SES indices, suggest that low BMD may be evident for both the most disadvantaged and most advantaged.