IDEAS home Printed from https://ideas.repec.org/a/eee/touman/v63y2017icp277-286.html
   My bibliography  Save this article

Visitors’ satisfaction at managed tourist attractions in Northern Norway: Do on-site factors matter?

Author

Listed:
  • Jensen, Øystein
  • Li, Yuan
  • Uysal, Muzaffer

Abstract

A plethora of research has studied the antecedents of visitor experience in destinations and tourist attractions. Few studies have systematically analyzed the discriminating effects of different types of on-site factors (presentation platform and support services) on tourist satisfaction at different attraction sites. To fill the gap, the current study examines whether and to what extent it is possible to identify some distinct sub-categories of on-site factors with discriminating effects on visitors’ perceptions and evaluations of the site, while taking into consideration the impact of attraction type and visitor type. The findings of a paper-and-pencil survey among 632 visitors at four attraction sites in Northern Norway suggest that visitor perceptions of presentation platform and support services differ significantly by attraction site and type of visit. Also, technological and oral/traditional presentation platforms have discriminating effects on visitor satisfaction among the four sites. The results offer some new research insights into the role of different presentation tools at visitor attractions. Several important practical implications for attraction managers and marketers to drive visitor satisfaction are also provided.

Suggested Citation

  • Jensen, Øystein & Li, Yuan & Uysal, Muzaffer, 2017. "Visitors’ satisfaction at managed tourist attractions in Northern Norway: Do on-site factors matter?," Tourism Management, Elsevier, vol. 63(C), pages 277-286.
    • Handle: RePEc:eee:touman:v:63:y:2017:i:c:p:277-286
    DOI: 10.1016/j.tourman.2017.06.025
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0261517717301474
    Download Restriction: no
    File URL: https://libkey.io/10.1016/j.tourman.2017.06.025?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Dong, Ping & Siu, Noel Yee-Man, 2013. "Servicescape elements, customer predispositions and service experience: The case of theme park visitors," Tourism Management, Elsevier, vol. 36(C), pages 541-551.
    2. Calver, Stephen J. & Page, Stephen J., 2013. "Enlightened hedonism: Exploring the relationship of service value, visitor knowledge and interest, to visitor enjoyment at heritage attractions," Tourism Management, Elsevier, vol. 39(C), pages 23-36.
    3. Leask, Anna, 2010. "Progress in visitor attraction research: Towards more effective management," Tourism Management, Elsevier, vol. 31(2), pages 155-166.
    4. Eric J Arnould & LINDA L PRICE & PATRICK TIERNEY, 1998. "Communicative Staging of the Wilderness Servicescape," The Service Industries Journal, Taylor & Francis Journals, vol. 18(3), pages 90-115, July.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Liyun Zeng & Rita Yi Man Li & Xuankai Huang, 2021. "Sustainable Mountain-Based Health and Wellness Tourist Destinations: The Interrelationships between Tourists’ Satisfaction, Behavioral Intentions, and Competitiveness," Sustainability, MDPI, vol. 13(23), pages 1-20, December.
    2. Min Zhou & Xiaoqun Liu & Guoan Tang, 2018. "Effect of urban tourist satisfaction on urban macroeconomics in China: A spatial panel econometric analysis with a spatial Durbin model," PLOS ONE, Public Library of Science, vol. 13(10), pages 1-24, October.
    3. Vo Viet Hung & Sandeep Kumar Dey & Zuzana Vaculcikova & Le Trieu Hoang Anh, 2021. "The Influence of Tourists’ Experience on Destination Loyalty: A Case Study of Hue City, Vietnam," Sustainability, MDPI, vol. 13(16), pages 1-16, August.
    4. Castellano, Rosalia & Chelli, Francesco M. & Ciommi, Mariateresa & Musella, Gaetano & Punzo, Gennaro & Salvati, Luca, 2020. "Trahit sua quemque voluptas. The multidimensional satisfaction of foreign tourists visiting Italy," Socio-Economic Planning Sciences, Elsevier, vol. 70(C).
    5. Arowosafe Folusade & Oni Festus & Tunde-Ajayi Olalekan, 2023. "Effectiveness of Interpretative Signs on Visitors’ Behaviour and Satisfaction at Lekki Conservation Center, Lagos State, Nigeria," Czech Journal of Tourism, Sciendo, vol. 12(1-2), pages 50-65, December.
    6. Lin, Hongxia & Zhang, Meng & Gursoy, Dogan & Fu, Xiaorong, 2019. "Impact of tourist-to-tourist interaction on tourism experience: The mediating role of cohesion and intimacy," Annals of Tourism Research, Elsevier, vol. 76(C), pages 153-167.
    7. Kuo-Yan Wang, 2022. "Sustainable Tourism Development Based upon Visitors’ Brand Trust: A Case of “100 Religious Attractions”," Sustainability, MDPI, vol. 14(4), pages 1-30, February.
    8. Liyun Zeng & Rita Yi Man Li, 2021. "Tourist Satisfaction, Willingness to Revisit and Recommend, and Mountain Kangyang Tourism Spots Sustainability: A Structural Equation Modelling Approach," Sustainability, MDPI, vol. 13(19), pages 1-20, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Leask, Anna, 2016. "Visitor attraction management: A critical review of research 2009–2014," Tourism Management, Elsevier, vol. 57(C), pages 334-361.
    2. Hussam Al Halbusi & Pedro Jimenez Estevez & Tan Eleen & T. Ramayah & Md Uzir Hossain Uzir, 2020. "The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries," Sustainability, MDPI, vol. 12(8), pages 1-23, April.
    3. Dan Huang & Zhiyong Li & Jian Mou & Xinyi Liu, 2017. "Effects of flow on young Chinese consumers’ purchase intention: a study of e-servicescape in hotel booking context," Information Technology & Tourism, Springer, vol. 17(2), pages 203-228, June.
    4. Lea Susanne Faerber & Dennis C. Ahrholdt & Oliver Schnittka & Zeinab Rezvani, 2021. "Visitor characteristics matter: how the positive impact of visit duration on visitor satisfaction at visitor attractions is moderated," Journal of Business Economics, Springer, vol. 91(3), pages 333-351, April.
    5. Dan Huang & Zhiyong Li & Jian Mou & Xinyi Liu, 0. "Effects of flow on young Chinese consumers’ purchase intention: a study of e-servicescape in hotel booking context," Information Technology & Tourism, Springer, vol. 0, pages 1-26.
    6. Byun, Jaemun & Jang, SooCheong (Shawn), 2015. "Effective promotions for membership subscriptions and renewals to tourist attractions: Discount vs. bonus," Tourism Management, Elsevier, vol. 50(C), pages 194-203.
    7. de Boissieu, Elodie & Urien, Bertrand, 2022. "“Consumer-to-Brand Impoliteness” in luxury stores," Journal of Business Research, Elsevier, vol. 146(C), pages 409-425.
    8. Dolores Gallardo-Vázquez, 2023. "Attributes influencing responsible tourism consumer choices: Sustainable local food and drink, health-related services, and entertainment," Oeconomia Copernicana, Institute of Economic Research, vol. 14(2), pages 645-686, June.
    9. Hung-Ming Tu, 2020. "Sustainable Heritage Management: Exploring Dimensions of Pull and Push Factors," Sustainability, MDPI, vol. 12(19), pages 1-17, October.
    10. Ling-en Wang & Bing Tian & Viachaslau Filimonau & Zhizhong Ning & Xuechun Yang, 2022. "The impact of the COVID-19 pandemic on revenues of visitor attractions: An exploratory and preliminary study in China," Tourism Economics, , vol. 28(1), pages 153-174, February.
    11. Rosenbaum, Mark S. & Otalora, Mauricio Losada & Ramírez, Germán Contreras, 2016. "The restorative potential of shopping malls," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 157-165.
    12. Dong, Ping & Siu, Noel Yee-Man, 2013. "Servicescape elements, customer predispositions and service experience: The case of theme park visitors," Tourism Management, Elsevier, vol. 36(C), pages 541-551.
    13. Yuewei Wang & Hang Chen & Xinyang Wu, 2021. "Spatial Structure Characteristics of Tourist Attraction Cooperation Networks in the Yangtze River Delta Based on Tourism Flow," Sustainability, MDPI, vol. 13(21), pages 1-16, October.
    14. Yuewei Wang & Cong Lu & Hang Chen & Yuyan Zhao, 2022. "Evaluation and Spatial Characteristics of Cooperation among Tourist Attractions Based on a Geographic Information System: A Case Study of The Yangtze River Delta Region, China," Sustainability, MDPI, vol. 14(20), pages 1-19, October.
    15. Söderlund, Magnus & Sagfossen, Sofie, 2017. "The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 219-229.
    16. Shabbar Jaffry & Alexandros Apostolakis, 2011. "Evaluating individual preferences for the British Museum," Journal of Cultural Economics, Springer;The Association for Cultural Economics International, vol. 35(1), pages 49-75, February.
    17. Luan Chen & Eric Ng & Shyh-Chang Huang & Wei-Ta Fang, 2017. "A Self-Evaluation System of Quality Planning for Tourist Attractions in Taiwan: An Integrated AHP-Delphi Approach from Career Professionals," Sustainability, MDPI, vol. 9(10), pages 1-18, September.
    18. Weaver, David B., 2012. "Psychographic insights from a South Carolina protected area," Tourism Management, Elsevier, vol. 33(2), pages 371-379.
    19. Kawaf, Fatema, 2019. "Capturing digital experience: The method of screencast videography," International Journal of Research in Marketing, Elsevier, vol. 36(2), pages 169-184.
    20. Yeh, Duen-Yian & Cheng, Ching-Hsue, 2015. "Recommendation system for popular tourist attractions in Taiwan using Delphi panel and repertory grid techniques," Tourism Management, Elsevier, vol. 46(C), pages 164-176.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:touman:v:63:y:2017:i:c:p:277-286. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/tourism-management .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.