1,225
Views
18
CrossRef citations to date
0
Altmetric
Articles

Satisfying experiences: guided tours at cultural heritage sites

ORCID Icon
Pages 201-217 | Received 02 Sep 2019, Accepted 11 May 2020, Published online: 02 Jun 2020

References

  • Ababneh, A. (2018). Tour guides and heritage interpretation: Guides’ interpretation of the past at the archaeological site of Jarash. Jordan. Journal of Heritage Tourism, 13(3), 257–272. https://doi.org/10.1080/1743873X.2017.1321003
  • Ahn, T., Ryu, S., & Han, I. (2007). The impact of web quality and playfulness on user acceptance of online retailing. Information & Management, 44(3), 263–275. https://doi.org/10.1016/j.im.2006.12.008
  • Alabart Vilà, A., Domínguez-Pérez, M., & Crespi-Vallbona, M. (2015). Turismo y ciudad. In M. Domínguez Pérez & C. López-Villanueva (Eds.), Madrid-Barcelona: Procesos de transformación urbana y social. Similitudes y disimilaridades (pp. 247–274). Síntesis.
  • Allen, S. (2003). Looking for Learning in Visitor Talk: A Methodological Exploration. In G. Leinhardt, K. Crowley, & K. Knutson (Eds.), Learning conversations in museums (pp. 259–303). Mahwat, NJ: Lawrence Erlbaum Associates.
  • Ap, J., & Wong, K. (2001). Case study on tour guiding: Professionalism, issues and problems. Tourism Management, 22(5), 551–563. https://doi.org/10.1016/S0261-5177(01)00013-9
  • Baker, M. J., & Cameron, E. (2008). Critical success factors in destination marketing. Tourism and Hospitality Research, 8(2), 79–97. https://doi.org/10.1057/thr.2008.9
  • Barrett, L. F., Mesquita, B., Ochsner, K. N., & Gross, J. J. (2007). The experience of emotion. Annual Review of Psychology, 58(1), 373–403. https://doi.org/10.1146/annurev.psych.58.110405.085709
  • Beattie, J. M., & Schneider, I. E. (2018). Does service type influence satisfaction? A case study of Edinburgh castle. Tourism Management, 67, 89–97. https://doi.org/10.1016/j.tourman.2018.01.005
  • Ben-Dalia, S., Collins-Kreiner, N., & Churchman, A. (2013). Evaluation of an urban tourism destination. Tourism Geographies, 15(2), 233–249. https://doi.org/10.1080/14616688.2011.647329
  • Bowie, D., & Chang, J. C. (2005). Tourist satisfaction: A view from a mixed international guided package tour. Journal of Vacation Marketing, 11(4), 303–322. https://doi.org/10.1177/1356766705056628
  • Campos, A. C., Mendes, J., & do Valle, P. (2016). Co-creation experiences: Attention and memorability. Journal of Travel and Tourism Marketing, 33(9), 1309–1336. https://doi.org/10.1080/10548408.2015.1118424
  • Chan, K. L. (2009). The consumption of museum service experiences: Benefits and value of museum experiences. Journal of Hospitality Marketing & Management, 18(2/3), 173–196. https://doi.org/10.1080/19368620802590209
  • Chang, J. (2009). Taiwanese tourists’ perceptions of service quality on outbound guided package tours: A qualitative examination of the SERVQUAL dimensions. Journal of Vacation Marketing, 15(2), 165–178. https://doi.org/10.1177/1356766708100822
  • Chang, J., Yang, B. T., & Yu, C. G. (2006). The moderation effect of salespersons’ selling behavior on shopping motivation and satisfaction: Taiwan tourists in China. Tourism Management, 27(5), 934–942. https://doi.org/10.1016/j.tourman.2005.06.001
  • Chang, K. C. (2014). Examining the effect of tour guide performance, tourist, trust, tourist satisfaction, and flow experience on tourist’s shopping behavior. Asia Pacific Journal of Tourism Research, 19(2), 219–247. https://doi.org/10.1080/10941665.2012.739189
  • Chen, C. M., Chen, S. H., & Lee, H. T. (2011). The destination competitiveness of Kinmen’s tourism industry: Exploring the interrelationships between tourist perceptions, service performance, customer satisfaction and sustainable tourism. Journal of Sustainable Tourism, 19(2), 247–264. https://doi.org/10.1080/09669582.2010.517315
  • Crespi-Vallbona, M., Mascarilla Miró, O. & y Vilalta, R. (2017). Enología e identidad: maridaje turístico. In en Fraiz Brea, J. A. (dir.), Tendencias actuales del turismo (pp. 145-153). Madrid: Síntesis.
  • Crespi-Vallbona, M., & Richards, G. (2007). The meaning of cultural festivals: Stakeholder perspectives in Catalunya. International Journal of Cultural Policy, 13(1), 103–122. https://doi.org/10.1080/10286630701201830
  • Cronin, J. J., Brady, M. K., & Hult, G. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. https://doi.org/10.1016/S0022-4359(00)00028-2
  • Csikszentmihalyi, M., & Hunter, J. (2003). Happiness in everyday life: The uses of experience sampling. Journal of Happiness Studies, 4(2), 185–199. https://doi.org/10.1023/A:1024409732742
  • Dann, G., & Jacobsen, J. (2002). Leading the tourist by the nose. In G. Dann (Ed.), The tourist as a metaphor of the social world (pp. 209–235). CABI International.
  • de Rojas, C., & Camarero, C. (2008). Visitors’ experience, mood and satisfaction in a heritage context: Evidence from an interpretation center. Tourism Management, 29(3), 525–537. https://doi.org/10.1016/j.tourman.2007.06.004
  • Dimitrovski, D., & Crespi, M. (2017). Role of food neophilia in food market tourists motivational construct. The case of La Boqueria (Barcelona, Spain). Journal of Travel and Tourism Marketing, 34(4), 475–487. https://doi.org/10.1080/10548408.2016.1193100
  • Dolnicar, S., Yanamandram, V., & Cliff, K. (2012). The contribution of vacations to quality of life. Annals of Tourism Research, 39(1), 59–83. https://doi.org/10.1016/j.annals.2011.04.015
  • Edensor, T. (2008). Tourists at the Taj: Performance and meaning at a symbolic site. Routledge.
  • European Cities Marketing. (2019). European Cities Marketing Benchmarking Report, ECM.
  • Everett, S. (2009). Beyond the visual gaze? The pursuit of an embodied experience through food tourism. Tourist Studies, 8(3), 337–358. https://doi.org/10.1177/1468797608100594
  • Falk, J. H., Ballantyne, R., Packer, J., & Benckendorff, P. (2012). Travel and learning: A neglected tourism research area. Annals of Tourism Research, 39(2), 908–927. https://doi.org/10.1016/j.annals.2011.11.016
  • Frijda, N. H. (2005). Emotion experience. Emotion and Cognition, 19(4), 473–494. https://doi.org/10.1080/02699930441000346
  • Gallarza, M. G., & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students’ travel behaviour. Tourism Management, 27(3), 437–452. https://doi.org/10.1016/j.tourman.2004.12.002
  • Goossens, C. (2000). Tourism information and pleasure motivation. Annals of Tourism Research, 27(2), 301–321. https://doi.org/10.1016/S0160-7383(99)00067-5
  • Hall, J., Basarin, V. J., & Lockstone-Binney, L. (2011). Pre- and posttrip factors influencing the visitor experience at a battlefield commemorative event: Gallipoli, a case study. Tourism Analysis, 16(4), 419–429. https://doi.org/10.3727/108354211X13149079788891
  • Ham, S. H., & Weiler, B. (2007). Isolating the role of on-site interpretation in a satisfying experience. Journal of Interpretation Research, 12(2), 5–24.
  • Hassan, A., & Iankova, K. (2012). Strategies and challenges of tourist facilities management in the world heritage site: Case of the maritime greenwich. London. Tourism Analysis, 17(6), 775–789. https://doi.org/10.3727/108354212X13531051127348
  • Herbert, D. (2001). Literary places, tourism and the heritage experience. Annals of Tourism Research, 28(2), 312–333. https://doi.org/10.1016/S0160-7383(00)00048-7
  • Heung, V. C. (2008). Effects of tour leader’s service quality on agency’s reputation and customers’ word-of-mouth. Journal of Vacation Marketing, 14(4), 305–315. https://doi.org/10.1177/1356766708094752
  • Hirschman, E. C., & Holbrook, M. B. (1982). Hedonic consumption: Emerging concepts, methods and propositions. Journal of Marketing, 46(3), 92–101. https://doi.org/10.1177/002224298204600314
  • Holbrook, M. B. (2000). The millennial consumer in the texts of our times: Experience and entertainment. Journal of Macromarketing, 20(2), 178–192. https://doi.org/10.1177/0276146700202008
  • Hosany, S., & Gilbert, D. (2010). Measuring tourists’ emotional experiences toward hedonic holiday destinations. Journal of Travel Research, 49(4), 513–526. https://doi.org/10.1177/0047287509349267
  • Housen, A. (2007). Art viewing and aesthetic development: Designing for the viewer. From Periphery to Center: Art Museum Education in the 21st Century, 172–179.
  • Hu, W., & Wall, G. (2013). Tour guide management in Hainan. China: Problems, Implications and Solutions. Asia Pacific Journal of Tourism Research, 18(3), 205–219. https://doi.org/10.1080/10941665.2011.640699
  • Huang, S., Hsu, C. H. C., & Chan, A. (2010). Tour guide performance and tourist satisfaction: A study of the package tours in Shanghai. Journal of Hospitality & Tourism Research, 34(1), 3–33. https://doi.org/10.1177/1096348009349815
  • Huang, S., Weiler, B., & Assaker, G. (2015). Effects of interpretive guiding outcomes on tourist satisfaction and behavioral intention. Journal of Travel Research, 54(3), 344–358. https://doi.org/10.1177/0047287513517426
  • Hughes, H. L. (2002). Culture and tourism: A framework for further analysis. Managing Leisure, 7(3), 164–175. https://doi.org/10.1080/1360671022000013701
  • Hung, W. L., Lee, Y. J., & Huang, P. H. (2016). Creative experiences, memorability and revisit intention in creative tourism. Current Issues in Tourism, 19(8), 763–770. https://doi.org/10.1080/13683500.2013.877422
  • Jensen, O. (2014). “Approache for the evaluation of visitor experiences at tourist attractions. In N. K. Prebensen, J. S. Chen, & M. Uysal (Eds.), Creating experience value in tourism (pp. 139–156). CABI International.
  • Jensen, O., Li, Y., & Uysal, M. (2017). Visitor’s satisfaction at managed tourist attractions in Northern Norway: Do on-site factors matter? Tourism Management, 63, 277–286. https://doi.org/10.1016/j.tourman.2017.06.025
  • Jewell, B., & Crotts, J. C. (2002). Adding psychological value to heritage tourism experiences. Journal of Travel & Tourism Marketing, 11(4), 13–28. https://doi.org/10.1300/J073v11n04_02
  • Kerstetter, D. L., Confer, J. J., & Graefe, A. R. (2001). An exploration of the specialization concept within the context of heritage tourism. Journal of Travel Research, 39(3), 267–274. https://doi.org/10.1177/004728750103900304
  • Kidd, J. (2016). Museums in the new mediascape: Transmedia, participation, ethics. Routledge.
  • Kim, H. (2005). Research note: Nostalgia and tourism. Tourism Analysis, 10(1), 85–88. https://doi.org/10.3727/1083542054547912
  • Kuo, N. T., Chang, K. C., Cheng, Y. S., & Lin, J. C. (2015). Effects of tour guide and tourist satisfaction on destination loyalty in Taiwan’s Kinmen battlefield tourism: Perceived playfulness and perceived flow as moderators. Journal of Travel & Tourism Marketing, 33(1), 103–122. https://doi.org/10.1080/10548408.2015.1008670
  • Kuo, N. T., Cheng, Y. S., Chang, K. C., & Chuang, L. Y. (2018). The asymmetric effect of tour guide service quality on tourist satisfaction. Journal of Quality Assurance in Hospitality & Tourism, 19(4), 521–542. https://doi.org/10.1080/1528008X.2018.1483283
  • Larsen, J., & Meged, J. W. (2013). Tourists co-producing guided tours. Scandinavian Journal of Hospitality and Tourism, 13(2), 88–102. https://doi.org/10.1080/15022250.2013.796227
  • Lee, Y. J. (2016). The relationships amongst emotional experience, cognition, and behavioural intention in battlefield tourism. Asia Pacific Journal of Tourism Research, 21(6), 697–715. https://doi.org/10.1080/10941665.2015.1068195
  • Mak, A. H. N., Wong, K. K. F., & Chang, R. C. Y. (2011). Critical issues affecting the service quality and professionalism of the tour guides in Hong Kong and Macau. Tourism Management, 32(6), 1442–1452. https://doi.org/10.1016/j.tourman.2011.01.003
  • Malcolm-Davies, J. (2004). Borrowed robes: The educational value of costumed interpretation at historic sites. International Journal of Heritage Studies, 10(3), 277–293.
  • Malone, S., McCabe, S., & Smith, A. (2014). The role of hedonism in ethical tourism. Annals of Tourism Research, 44, 241–254. https://doi.org/10.1016/j.annals.2013.10.005
  • Mancini, M. (2001). Conducting tours (3rd ed.). Delmar Cengage Learning.
  • McCabe, S., & Johnson, S. (2013). The happiness factor in tourism: Subjective wellbeing and social tourism. Annals of Tourism Research, 41, 42–65. https://doi.org/10.1016/j.annals.2012.12.001
  • McKercher, B. (2004). A comparative study of international cultural tourists. Journal of Hospitality and Tourism Management, 11(2), 95–107.
  • McKercher, B., & du Cros, H. (2002). Cultural tourism: The partnership. Between tourism and cultural heritage management. Haworth Hospitality Press.
  • McNicol, B., & Rettie, K. (2018). Tourism operator’s perspectives of environmental supply of guided tours in national parks. Journal of Outdoor Recreation and Tourism, 21, 19–29. https://doi.org/10.1016/j.jort.2017.11.004
  • Modlin Jr, A. E., Alderman, D., & Gentry, G. (2011). Tour guides as creators of empathy: The role of affective inequality in marginalizing the enslaved at plantation house museums. Tourist Studies, 11(1), 3–19. https://doi.org/10.1177/1468797611412007
  • Moon, J. W., & Kim, Y. G. (2001). Extending the TAM for a World-Wide-Web context. Information & Management, 38(4), 217–230. https://doi.org/10.1016/S0378-7206(00)00061-6
  • Morgan, M., & Dong, X. (2008). Measuring passenger satisfaction of interpretive programming on two amtrak trains in the midwest: Testing the expectancy disconfirmation theory. Journal of Interpretation Research, 13, 2.
  • Moscardo, G., Woods, B., & Saltzer, R. (2004). The role of interpretation in wildlife tourism. In K. Higginbottom (Ed.), Wildlife tourism: Impacts, planning and management (pp. 231–251). Common Ground.
  • Munro, J. K., Morrison-Saunders, A., & Hughes, M. (2008). Environmental interpretation evaluation in natural areas. Journal of Ecotourism, 7(1), 1–14. https://doi.org/10.2167/joe137.0
  • Namkung, Y., & Jang, S. C. (2010). Effects of perceived service fairness on emotions, and behavioral intentions in restaurants. European Journal of Marketing, 44(9/10), 1233–1259. https://doi.org/10.1108/03090561011062826
  • Nawijn, J. (2011). Determinants of daily happiness on vacation. Journal of Travel Research, 50(5), 559–566. https://doi.org/10.1177/0047287510379164
  • Neal, J. D., Sirgy, M. J., & Uysal, M. (2004). Measuring the effect of tourism services on travelers? Quality of life: Further validation. Social Indicators Research, 69(3), 243–277. https://doi.org/10.1007/s11205-004-5012-3
  • Nunnally, J. C. (1978). Psychometric Theory. New York: McGraw-Hill.
  • Oh, H., Fiore, A., & Jeoung, M. (2007). Measuring experience economy concepts: Tourism applications. Journal of Travel Research, 46(2), 119–132. https://doi.org/10.1177/0047287507304039
  • Oh, H., Jeong, M., & Baloglu, S. (2013). Tourists’ adoption of self-service technologies at resort hotels. Journal of Business Research, 66(6), 692–699. https://doi.org/10.1016/j.jbusres.2011.09.005
  • Pan, B., & Ryan, C. (2009). Tourism sense-making: The role of the senses and travel journalism. Journal of Travel and Tourism Marketing, 26(7), 625–639. https://doi.org/10.1080/10548400903276897
  • Peña, A. M. (2005). “Identidad matancera” en Anuario de Investigaciones Culturales Grupo de Investigación y Desarrollo de la Dirección Provincial de Cultura de Matanzas. N° 6. Ediciones Matanzas.
  • Poria, Y., Biran, A., & Reichel, A. (2009). Visitors’ preferences for interpretation at heritage sites. Journal of Travel Research, 48(1), 92–105. https://doi.org/10.1177/0047287508328657
  • Prebensen, N. K., Kim, H., & Uysal, M. S. (2016). Co-creation as moderator between the experience value and satisfaction relationship. Journal of Travel Research, 5(7), 934–945.
  • Richards, G., Goedhart, S., & Herrijgers, C. (2001). The cultural attraction distribution system. In G. Richards (Ed.), Cultural attractions and European tourism (pp. 71–89). CABI.
  • Salazar, N. B. (2005). Tourism and glocalization “local” tour guiding. Annals of Tourism Research, 32(3), 628–646. https://doi.org/10.1016/j.annals.2004.10.012
  • Sanchez, J., Callarisa, L., Rodriguez, R. M., & Moliner, M. A. (2006). Perceived value of the purchase of a tourism product. Tourism Management, 27(3), 394–409. https://doi.org/10.1016/j.tourman.2004.11.007
  • Sharpley, R. (2014). Host perceptions of tourism: A review of the research. Tourism Management, 42, 37–49. https://doi.org/10.1016/j.tourman.2013.10.007
  • Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Consumption values and market choice. South Western Publishing.
  • Simoni, V. (2014). From tourist to person: The value of intimacy in touristic Cuba. Journal of Tourism and Cultural Change, 12(3), 280–292. https://doi.org/10.1080/14766825.2014.934054
  • Sirgy, M. (2010). Toward a quality-of-life theory of leisure travel satisfaction. Journal of Travel Research, 49(2), 246–260. https://doi.org/10.1177/0047287509337416
  • Smith, M. (2007). Glocalization. The Blackwell Encyclopedia of Sociology. https://doi.org/10.1002/9781405165518.wbeosg060
  • Smith, S. L. J. (1994). The tourism product. Annals of Tourism Research, 21(3), 582–595. https://doi.org/10.1016/0160-7383(94)90121-X
  • Song, Z., Su, X., & Li, L. (2013). The indirect effects of destination image on destination loyalty intention through tourist satisfaction and perceived value: The bootstrap approach. Journal of Travel & Tourism Marketing, 30(4), 386–409. https://doi.org/10.1080/10548408.2013.784157
  • Stamboulis, Y., & Skayannis, P. (2003). Innovation strategies and technology for experience-based tourism. Tourism Management, 24(1), 35–43. https://doi.org/10.1016/S0261-5177(02)00047-X
  • Stebbins, R. A. (1997). Identity and cultural tourism. Annals of Tourism Research, 24(2), 450–452. https://doi.org/10.1016/S0160-7383(97)80014-X
  • Su, L., & Hsu, M. K. (2013). Service fairness, consumption emotions, satisfaction, and behavioral intentions: The experience of Chinese heritage tourists. Journal of Travel & Tourism Marketing, 30(8), 786–805. https://doi.org/10.1080/10548408.2013.835228
  • Tilden, F. (1977). Interpreting our heritage (3rd ed). University of North Carolina Press.
  • Timothy, D., & Olsen, D. (Eds.). (2006). Tourism, religion and spiritual journeys. Routledge.
  • Tsai, C. T. (2016). Memorable tourist experiences and place attachment when consuming local food. International Journal of Tourism Research, 18(6), 536–548. https://doi.org/10.1002/jtr.2070
  • Tubb, K. N. (2003). An evaluation of the effectiveness of interpretation within Dartmoor National Park in reaching the goals of sustainable tourism development. Journal of Sustainable Tourism, 11(6), 476–498. https://doi.org/10.1080/09669580308667217
  • Urry, J. (2002). The tourist gaze: Leisure and travel in contemporary societies (2nd ed.). Sage.
  • Urry, J., & Larsen, J. (2011). The tourism gaze, 3.0. Sage.
  • Van der Ark, L. A., & Richards, G. (2006). Attractiveness of cultural activities in European cities: A latent class approach. Tourism Management, 27(6), 1408–1413. https://doi.org/10.1016/j.tourman.2005.12.014
  • Weiler, B., & Ham, S. H. (2002). Tour guide training: A model for sustainable capacity building in developing countries. Journal of Sustainable Tourism, 10(1), 52–69. https://doi.org/10.1080/09669580208667152
  • Willson, G. B., & McIntosh, A. (2008). Heritage buildings and tourism: An experiential view. Journal of Heritage Tourism, 2(2), 75–93. https://doi.org/10.2167/jht024.0
  • Xu, J. B. (2010). Perceptions of tourism products. Tourism Management, 31(5), 607–610. https://doi.org/10.1016/j.tourman.2009.06.011
  • Yamada, N. (2011). Why tour guiding is important for ecotourism: Enhancing guiding quality with the ecotourism promotion policy in Japan. Asia Pacific Journal of Tourism Research, 16(2), 139–152. https://doi.org/10.1080/10941665.2011.556337
  • Yang, J., Gu, Y., & Cen, J. (2011). Festival tourists’ emotion, perceived value, and behavioral intentions: A test of the moderating effect of festivalscape. Journal of Convention & Event Tourism, 12(1), 25–44. https://doi.org/10.1080/15470148.2010.551292
  • Yi, Y., & Gong, T. (2013). Customer value co-creation behavior: Scale development and validation. Journal of Business Research, 66(9), 1279–1284. https://doi.org/10.1016/j.jbusres.2012.02.026
  • Youell, R. (1998). Tourism: An introduction. Addison Wesley Longman.
  • Zhang, H. Q., & Chow, I. (2004). Application of importance-performance model in tour guides’ performance: Evidence from mainland Chinese outbound visitors in Hong Kong. Tourism Management, 25(1), 81–91. https://doi.org/10.1016/S0261-5177(03)00064-5

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.