Canada as a Potential Vacation Destination for Florida Residents

Canada expends a large amount of money on tourism and advertising in the U.S., but growth has not kept up. The author surveys Floridians as to their attitudes toward Canada as a tourism destination.

Restaurant Customer Loyalty: A Qualitative Assessment of Niche Brands

Using the Loyalty Triangle framework developed by Lewis and Shoemaker (1999) and focus group methodology, the study examined how a niche brand restaurant best achieved long-term loyalty. Results indicate that customers are loyal to a niche brand because of the unique characteristics inherent to the brand. Customers have higher perceptions of such qualities as the presentation of service, consistency of product, and the benefits offered by the loyalty program than characteristics that are shared across all brands. Niche brand restaurants can be more effective in developing these qualities to promote customer loyalty.

Organizational Commitment and Loyalty Among Part Time Hospitality Employees

Historically, part time employees have played a critical role in the delivery of guest services in the hospitality industry. This study evaluates commitment issues from 169 part time hospitality workers. Discussions focus on effective strategies to boost employee commitment and levels of employee support among part time workers in order to improve behaviors and enhance loyalty.

The Influence of Social Responsibility Image Relative to Product and Service Quality on Brand Loyalty: An Exploratory Study of Quick-service Restaurants

Social responsibility (SR) is becoming an increasingly significant component of many firms’ strategic planning decisions. Research has shown that consumers tend to reward socially responsible behavior. However, there has been little testing of the construct in the hospitality industry. Additionally, when other important variables that influence consumer brand loyalty are considered, will brand social responsibility image (BSRI) still play a significant role? This study investigates the importance of SR and its impact on brand loyalty, relative to product quality and service quality in the quick-service restaurant industry. The authors were also interested to learn whether BSRI impacted consumers' image of product and service quality. It was found that BSRI had a positive impact on brand loyalty, product quality, and service quality. However, product quality was a significantly stronger predictor of brand loyalty than BSRI. Where the vast majority of studies of SR have utilized scenario analysis of hypothetical firms, this study utilizes consumers' perceptions of a real-world firm.

UNDERSTANDING COUNTRY CLUB MEMBERS’ LOYALTY: FACTORS AFFECTING MEMBERSHIP RENEWAL DECISIONS

Many private country clubs across the United States have experienced a declining or flat membership and smaller waitlists of members wanting to join. The objective of this study was to investigate whether member involvement, service quality, and perceived value, influence member satisfaction and intention to renew membership for members of private country clubs. An online survey instrument customized for the country club industry was distributed to members of two country clubs in northeast Ohio. Results indicate that involvement level of members and perceived value impact country club members’ satisfaction and intention to renew their membership. Managerial implications are discussed.

Coastal geomorphology, processes and erosion at the tourist destination of Ferryland, Newfoundland and Labrador

The community of Ferryland is located on the southeastern coast of the Avalon Peninsula. The town traditionally relied on a fishing-based economy until the collapse of the fishery in the early 1990s. The present economy emphasizes sustainable development in the tourism sector with focus on archaeology, geotourism and other recreational uses. This paper discusses coastal erosion and impacts on sites and infrastructure using methods including: local knowledge, Real Time Kinematic (RTK) surveying and other survey techniques, seawater level measurement, meteorological data from a locally-installed station, custom-made drifter tube buoys, photography, HD video, and investigation using various modes of transport including inflatable boat. The major findings of the study include that the residents and stakeholders are genuinely interested in and knowledgeable of coastal erosion. The causes of coastal erosion include: large waves, surge, longshore currents, harbour oscillations, mass wasting, and location of infrastructure causing alterations of these processes. Freeze-thaw Cycles (FTC), rainfall, and gravity loosen and transport rock, till, and fill materials downslope. Large waves and currents transport the materials alongshore or into the nearshore. Harbour oscillations causing high velocity currents (> 2 m/s) are responsible for shoreline erosion and damage to property in The Pool. Historical resources such as gun batteries and ordnance pieces which date to the 1700s are being lost or threatened through coastal erosion of till and rock cliffs. Improper drainage and maintenance is responsible for erosion of roads and supporting shoulders, necessitating mitigation measures. Sediment transport and deposition during and after large wave and surge events lead to undercutting of infrastructure and increased risk of washover of existing infrastructure. Erosion is ongoing at Bois Island and Ferryland Head Isthmus through slope processes and undercutting; The Pool and the lower Colony of Avalon site through harbour oscillations and related undermining; the tombolo and the main breakwater through wave attack; and Meade’s Cove including the East Coast Trail through wave attack and undercutting. The floor of the latrine in the lower Colony of Avalon site indicates that sea level was approximately 1.25m below present in the 1620s, a relative sea level rise rate of 3.2 mm/y. The recommendations include suggested mitigation to reduce impacts specific to each site.

Frontline employees’ innovative service behavior as key to customer loyalty:insights into FLEs’ resource gain spiral

Many service firms require frontline service employees (FLEs) to follow routines and standardized operating procedures during the service encounter, to deliver consistently high service standards. However, to create superior, pleasurable experiences for customers, featuring both helpful services and novel approaches to meeting their needs, firms in various sectors also have begun to encourage FLEs to engage in more innovative service behaviors. This study therefore investigates a new and complementary route to customer loyalty, beyond the conventional service-profit chain, that moves through FLEs' innovative service behavior. Drawing on conservation of resources (COR) theory, this study introduces a resource gain spiral at the service encounter, which runs from FLEs' emotional job engagement to innovative service behavior, and then leads to customer delight and finally customer loyalty. In accordance with COR theory, the proposed model also includes factors that might hinder (customer aggression, underemployment) or foster (colleague support, supervisor support) FLEs' resource gain spiral. A multilevel analysis of a large-scale, dyadic data set that contains responses from both FLEs and customers in multiple industries strongly supports the proposed resource gain spiral as a complementary route to customer loyalty. The positive emotional job engagement-innovative service behavior relationship is undermined by customer aggression and underemployment, as hypothesized. Surprisingly though, and contrary to the hypotheses, colleague and supervisor support do not seem to foster FLEs' resource gain spiral. Instead, colleague support weakens the engagement-innovative service behavior relationship, and supervisor support does not affect it. These results indicate that if FLEs can solicit resources from other sources, they may not need to invest as many of their individual resources. In particular, colleague support even appears to serve as a substitute for FLEs' individual resource investments in the resource gain spiral.

Local festivals, social capital and sustainable destination development: experiences in East London

This paper explores the nature of social capital arising from engagement in local festivals and the implications of this for the social sustainability of an emerging destination. Two case studies are developed from a longitudinal research project which investigates local festivals staged in the Hackney Wick and Fish Island area adjacent to Queen Elizabeth Olympic Park in East London, UK between 2008 and 2014. This area has been directly affected by extensive development and regeneration efforts associated with the staging of the London 2012 Olympic Games. The two festivals considered here respond to the challenges and opportunities arising for local people as the area changes. One festival aims to foster a sense of community by creating shared experiences and improving communication across diverse groups. The other draws together the cultural community, links them to the opportunities arising as the area emerges as a destination, and attracts visitors. These festivals increase social capital in the area, but its distribution is very uneven. The accrual of social capital exacerbates existing inequalities within the host community, favouring the “haves” at the expense of the “have nots”. There are tensions between the development of social capital and social sustainability in this emerging destination.

The Effects of Teppanyaki Restaurant Stimuli on Diners’ Emotions and Loyalty

This research examines the influence of restaurant stimuli (i.e., chefs, service staff, other customers, food quality, and atmospherics) on diners’ emotions and loyalty to teppanyaki restaurants. In teppanyaki restaurants, chefs take orders from diners, prepare food in front of diners, and serve dishes to diners. Although the importance of chefs has been acknowledged by scholars, empirical research on the influence of chefs on diners has been scarce. To augment the literature on how chefs influence diners, this research incorporates “chef’s image” into an extended Mehrabian-Russell model (M-R model) to conceptualize diner loyalty to teppanyaki restaurants. A total of 308 diners from Taiwan were recruited. After examining their completed questionnaires, this study found that chef’s image, service quality, and food quality can affect the positive and negative emotions of diners. Moreover, other diners and restaurant atmospherics affect only the negative emotions of diners. Both positive and negative emotions can affect diner loyalty to teppanyaki restaurants. In addition, the managerial implications of this study are discussed.

Understanding how sporting characteristics and behaviours influence destination selection: a grounded theory study of golf tourism

Sports tourism has received growing attention in academic research over the past two decades (Weed and Bull, 2009, Gibson, 2005) but greater understanding of the consumer is needed, particularly the factors influencing decisions to include sport as part of a leisure trip. This paper provides, through a focus on the sport of golf, insight into the characteristics of the sports tourist and how sports tourist behaviours influence the selection of locations deemed suitable for sports participation. This qualitative research employs a grounded theory methodology, underpinned by a constructivist epistemology, to evaluate twenty-six in-depth interviews with golf tourists. The findings propose a model which explains the relationship between golf tourist behaviours and destination selection. This identifies six strands which determine the relationship between the golf tourist, golf behaviours and destination selection (constructing the golf holiday, emotional rewards of taking a trip, total trip spend, amenities and support facilities, course characteristics and reputation of the destination). Furthermore it illuminates the complexity of these relationships through recognition of four spheres of influence (group dynamics, competition and ability, golfing capital and intermediaries). Discussion elucidates how this increased understanding of the golf tourist behaviours and destination selection might be applied to other sports, with conclusions exploring implications for the sports tourism industry and destinations.

The effectiveness of corporate Web in small and médiumsized business: an analysis of Web Usability

Internet and the Web have changed the way that companies communicate with their publics, improving relations between them. Also providing substantial benefits for organizations. This has led to small and medium enterprises (SMEs) to develop corporate sites to establish relationships with their audiences. This paper, applying the methodology of content analysis, analyzes the main factors and tools that make the Websites usable and intuitive sites that promote better relations between SMEs and their audiences. Also, it has developed an index to measure the effectiveness of Webs from the perspective of usability. The results indicate that the Websites have, in general, appropriate levels of usability.

Destination Open Access: Getting Researchers On Board

This Open Access (OA) Poster - ‘Destination Open Access: Getting Researchers on Board’, was devised by the Queen’s University Belfast’s OA Team. It outlines the advocacy strategy undertaken to strengthen researchers’ uptake of OA at the University. Research funders, such as the Higher Education Funding Council of England (HEFCE), are increasingly mandating that researchers make their work publically available via an institutional repository. It is therefore imperative that researchers and departments fully engage with open access to ensure future funding.

The team’s advocacy strategy centres around collaboration with the Heads of Schools, Subject Librarians, the Research and Enterprise Office and, most importantly, the researchers themselves. The team regularly organises training sessions and events, on understanding OA, funder compliance and using the institutional repository. We also run outreach activities, such as practical drop-in sessions, promotional give-aways, OA updates to library staff and direct communications to schools. Finally, the team maintain a strong online presence via LibGuides, LibAnswers, the Library Blog and Twitter. We utilise these platforms to highlight topical OA issues, to advertise events, to provide support materials and to interact with researchers.

Statistics indicate that researchers are increasingly engaging with the OA training, communications and outreach events. Since August 2014 over 1200 researchers have attended advocacy sessions. Additionally, the numbers of papers uploaded to the repository each year has steadily increased and there are now over 3, 000 full-text OA research outputs in the Queen’s Research Portal.

This reflects positively on the team’s established approach of working with researchers to develop an OA culture within the University. Whilst it is clear that an open access strategy is essential, support for the open access ethos must come from individual researchers and Schools in order for the University to reach its desired destination of maximum uptake of open access.

Effectiveness and cost-effectiveness of a physical activity loyalty scheme for behaviour change maintenance: a cluster randomised controlled trial

Background
Increasing physical activity in the workplace can provide employee physical and mental health benefits, and employer economic benefits through reduced absenteeism and increased productivity. The workplace is an opportune setting to encourage habitual activity. However, there is limited evidence on effective behaviour change interventions that lead to maintained physical activity. This study aims to address this gap and help build the necessary evidence base for effective, and cost-effective, workplace interventions

Methods/design
This cluster randomised control trial will recruit 776 office-based employees from public sector organisations in Belfast and Lisburn city centres, Northern Ireland. Participants will be randomly allocated by cluster to either the Intervention Group or Control Group (waiting list control). The 6-month intervention consists of rewards (retail vouchers, based on similar principles to high street loyalty cards), feedback and other evidence-based behaviour change techniques. Sensors situated in the vicinity of participating workplaces will promote and monitor minutes of physical activity undertaken by participants. Both groups will complete all outcome measures. The primary outcome is steps per day recorded using a pedometer (Yamax Digiwalker CW-701) for 7 consecutive days at baseline, 6, 12 and 18 months. Secondary outcomes include health, mental wellbeing, quality of life, work absenteeism and presenteeism, and use of healthcare resources. Process measures will assess intervention “dose”, website usage, and intervention fidelity. An economic evaluation will be conducted from the National Health Service, employer and retailer perspective using both a cost-utility and cost-effectiveness framework. The inclusion of a discrete choice experiment will further generate values for a cost-benefit analysis. Participant focus groups will explore who the intervention worked for and why, and interviews with retailers will elucidate their views on the sustainability of a public health focused loyalty card scheme.

Discussion
The study is designed to maximise the potential for roll-out in similar settings, by engaging the public sector and business community in designing and delivering the intervention. We have developed a sustainable business model using a ‘points’ based loyalty platform, whereby local businesses ‘sponsor’ the incentive (retail vouchers) in return for increased footfall to their business.

Migrant identities in a new immigrant destination: revealing the limitations of the ‘hard working’ migrant identity

Migrant labour has transformed local economies in many places, often helping to reverse long-term decline. The emergence of new immigrant destinations (NID) globally brings mixed opportunities for the individuals involved. This article uses empirical evidence, focusing on the workplace, to show the performance, construction and significance of migrant identity. By using social identity theory to examine what it means to be a ‘migrant’, it follows from Goffman’s overarching concern with social interactions and his promotion of microanalysis as analytical lenses.
The article reveals the ambiguity of the label ‘migrant’. It shows how the external application or internal enactment of migrant identities bestow particular status that represents an asset or an obstacle to integration. It can mean ‘hard working’, ‘less deserving’ and ‘exploitable’ and it also denotes ‘lazy’ and individuals. While some individuals assume the hard working migrant and ‘exploitable’ identity in certain circumstances because of the benefits that it brings, this status can also cause high levels of dissatisfaction and distress among migrants. The research shows how the creation of a migrant identity limits the structures and networks from which migrants may draw resources and in so doing curtails the possibilities for social change due to migration.