ognizant Communication Corporation



Tourism Analysis, Vol. 11, pp. 221-230
1083-5423/06 $60.00 + .00
Copyright © 2006 Cognizant Comm. Corp.
Printed in the USA. All rights reserved.

Preferences, Benefits, and Park Visits: A Latent Class Segmentation Analysis

Astrid D. A. M. Kemperman and Harry J. P. Timmermans

Eindhoven University of Technology, The Netherlands

This study describes and predicts segments of urban park visitors to support park planning and policy making. A latent class analysis is used to identify segments of park users who differ regarding their preferences for park characteristics, benefits sought in park visits, and sociodemographics. Data for the present study were obtained using a mail-back survey on park choice behavior from 1,107 residents in the Eindhoven region in The Netherlands in 2002. The latent class analysis resulted in four segments of residents based on clearly different park preferences and benefits sought in the parks. The segments are characterized as "local nature lovers," "passive park users," "visitors of pleasant neighborhood parks," and "active large park users." Sociodemographics did not discriminate between the various segments of park visitors. These findings emphasize the importance of taking into account different leisure preferences and benefits sought by individuals when evaluating the impact of urban green space facilities.

Key words: Urban parks; Preferences; Benefits; Latent class model; Segmentation

Address correspondence to Astrid Kemperman, Urban Planning Group, Eindhoven University of Technology, P.O. Box 513, 5600 MB Eindhoven, The Netherlands. Tel: +31 40 2473291; Fax: +31 40 243 8488; E-mail: a.d.a.m.kemperman@bwk.tue.nl

Tourism Analysis, Vol. 11, pp. 231-239
1083-5423/06 $60.00 + .00
Copyright © 2006 Cognizant Comm. Corp.
Printed in the USA. All rights reserved.

Intentions and Consequences of Tourist Complaints

Metin Kozak and Asli D. A. Tasci

Mugla University, Mugla, Turkey

Consumer complaints are an important factor for service providers; effective handling of consumer complaints can be a key to acquiring loyal customers. However, despite the abundance of studies on customer complaints regarding goods and service products of hotels and restaurants, there is a lack of research on customer complaints regarding tourism destinations. Aiming to specifically focus on customer complaints about a tourist destination, researchers of this text investigated (1) what types of complaints foreign tourists have, (2) how they t to report their complaints and to whom, and (3) what sorts of practical measures they recomm to resolve their own complaints. To achieve this, an on-site self-administered survey was undertaken on foreign charter tourists visiting the southwest part of Turkey during the summer of 2004. Results showed that tourists had several complaints and several suggestions about resolving their complaints, mostly with monetary compensation. The article includes managerial implications and future research suggestions.

Key words: Customer satisfaction; Customer complaints; Complaint management; Repeat behavior; Destination management

Address correspondence to Metin Kozak, Mugla University, School of Tourism and Hospitality Management, Mugla University, 48170 Mugla, Turkey. Tel: +90 (252) 211 18 56; Fax: +90 (252) 223 91 64; E-mail: M.Kozak@superonline.com

Tourism Analysis, Vol. 11, pp. 241-249
1083-5423/06 $60.00 + .00
Copyright © 2006 Cognizant Comm. Corp.
Printed in the USA. All rights reserved.

Market Segmentation by Reasons and Influences to Visit a Destination: The Case of International Visitors to Australia

Christian Laesser,1 Geoffrey I. Crouch,2 and Pietro Beritelli1

1Institute for Public Services and Tourism, University of St. Gallen, St. Gallen, Switzerland
2School of Business, La Trobe University, Melbourne, Australia

This article is about segmenting international holiday travelers on the basis of their motivations to travel to a certain destination--in this case Australia. For this task, using a two-step procedure, we clustered complementary reasons for, and influences on, travel to Australia by visitors, whose primary travel purpose was leisure. The results revealed that there are two groups of visitors. Members of cluster 1 (62.3%) turn out to be comparably older, originate predominantly from Asia, New Zealand, and the US, and visit relatives and stay either at a friend's or relative's home as well as hotels. In contrast, visitors defining cluster 2 (37.7%) are comparably younger, originate mainly from Europe and Japan, stay in a variety of types of accommodation, and experience a broad panoply of what Australia has to offer, while in some cases working. The results further suggest that (1) immigrants from comparably nearby origin markets fuel an increasing demand with regard to interpersonal relations to their home country (cluster 1), and (2) Australia proves to be an attractive destination, especially in long-haul markets with high international travel propensity, such as Europe and Japan as opposed to the US (cluster 2).

Key words: Market segmentation; Australia; International tourism; Migration

Address correspondence to Christian Laesser, Institute for Public Services and Tourism at the University of St. Gallen, Dufourstrasse 40a, CH-9000 St. Gallen, Switzerland. Tel: +41(71)224-2525; Fax: +41(71)224-2536; E-mail: christian.laesser@unisg.ch

Tourism Analysis, Vol. 11, pp. 251-264
1083-5423/06 $60.00 + .00
Copyright © 2006 Cognizant Comm. Corp.
Printed in the USA. All rights reserved.

Beginner Research on Tourism and the Tourist: Beware of Words and Caricatures!

Christine Petr1 and Nicolas Gueguen2

1CREM UMR CNRS 6211, University of Rennes 1, Rennes, France
2GRESICO, University of Bretagne Sud, Lorient, France

Based on an interview with a French anthropologist particularly well versed in tourism, this article offers a useful overview of the phenomenon of tourism to the beginner researcher. The research focuses essentially on the dangers of caricatures and simplistic views, and offers a more stimulating portrait of the tourist as a research field.

Key words: Caricature; Tourist; Tourism; Research postulates; Interview with an expert

Address correspondence to Christine Petr, Institut de Gestion de Rennes, 11, rue Jean Macé, 35000 Rennes, France. Tel: 33 (0)2 23 23 77 98; E-mail: christine.petr@univ-rennes1.fr

Tourism Analysis, Vol. 11, pp. 265-284
1083-5423/06 $60.00 + .00
Copyright © 2006 Cognizant Comm. Corp.
Printed in the USA. All rights reserved.

Cultural Consequences on Traveler Risk Perception and Safety

Yvette Reisinger1 and Felix Mavondo2

1Florida International University, Biscayne Bay Campus, North Miami, FL 33181, USA
2Monash University, Melbourne, Victoria 3800, Australia

This article explores the relationship between national culture and perceived travel risk, safety, anxiety, and travel intentions. Two hundred forty-six Australian and 336 foreign respondents were surveyed as to their cultural orientation, travel risk and safety perception, anxiety, and intentions to travel. The results of path analysis show that the uncertainty avoidance, individualism/collectivism and, in particular, long/short-term cultural orientations are the most significant predictors of travel risk and safety perceptions in both samples. The terrorism and sociocultural risk emerged as the most significant determinants of travel anxiety and safety. Anxiety and level of perceived safety determined intentions to travel internationally. Implications of the study results are discussed.

Key words: National culture; Cultural dimensions; Travel risk; Safety; Anxiety; Travel intention

Address correspondence to Yvette Reisinger, School of Hospitality and Tourism Management, Florida International University, Biscayne Bay Campus, HM 210, 3000 N.E. 151st Street, North Miami, FL 33181, USA. Tel: (305)-919-4278; Fax: (305)-919-4555; E-mail: Yvette.Reisinger@fiu.edu or reisingy@fiu.edu