Tour Guide Performance and Tourist Satisfaction: A Study of the Package Tours in Shanghai

October 10, 2011 785

Songshan Huang, University of South Australia, Cathy H. C. Hsu and Andrew Chan, The Hong Kong Polytechnic University, published “Tour Guide Performance and Tourist Satisfaction: a Study of the Package Tours in Shanghai” in the February 2010 issue of the Journal of Hospitality & Tourism Research. To view other articles in this issue, click here.

The Abstract:

This study examines tour guide performance and its relationship with tourist satisfaction in the context of package tours in Shanghai. A multilayer framework of tourist satisfaction in the package tour context is proposed. Tourist satisfaction was conceptualized to include three aspects/layers: satisfaction with guiding service, satisfaction with tour services, and satisfaction with the overall tour experience. Tour guide performance was found to have a significant direct effect on tourist satisfaction with guiding service and an indirect effect on satisfaction with tour services and with tour experience. Satisfaction with guiding service positively affected satisfaction with tour services but showed no direct effect on satisfaction with the overall tour experience. However, indirect effect of satisfaction with guiding service on satisfaction with tour experience mediated by satisfaction with tour services was significant. Implications for tour operators and government agencies are discussed.

To learn more about the Journal of Hospitality & Tourism Research, please follow this link.

[polldaddy rating=”4667602″]

Business and Management INK puts the spotlight on research published in our more than 100 management and business journals. We feature an inside view of the research that’s being published in top-tier SAGE journals by the authors themselves.

View all posts by Business & Management INK

Published

October 10, 2011

The Role of Place in Sustainability

By Arno Kourula, Panikos Georgallis, Irene Henriques, and Johanna Mair

Read Now

Turning to Glitter in Management Studies – Why We Should Take ‘Unserious’ Glitter Serious to Understand New Management Practices

Business and Management INK

October 24, 2024

Turning to Glitter in Management Studies – Why We Should Take ‘Unserious’ Glitter Serious to Understand New Management Practices

By Jette Sandager

Read Now

Utilizing Academic-Practitioner Partnering for Societal Impact

Business and Management INK

September 17, 2024

Utilizing Academic-Practitioner Partnering for Societal Impact

By Natalie Slawinski, Bruna Brito, Jennifer Brenton, and Wendy Smith

Read Now

Trippin’ Forward: Management Research and the Development of Psychedelics

Business and Management INK

September 9, 2024

Trippin’ Forward: Management Research and the Development of Psychedelics

By Charlie Smith

Read Now

Using Ethnography to Explore Entrepreneurial Extracurricular Activities

Birgitte Wraae and Nicolai Nybye 868 Business and Management INK

Co-authors Birgitte Wraae and Nicolai Nybye reflect on the inspiration behind their research article, “Learning to Be “Me,” “the Team,” and “the Company” Through Entrepreneurial Extracurricular Activities: An Ethnographic Approach,” published in Entrepreneurship Education and Pedagogy.

Read Now

The Future of Business is Interdisciplinary

Kristi Ward 1637 Business and Management INK, Interdisciplinarity

By actively collaborating with industry, developing interdisciplinary programs and investing in hands-on learning opportunities, business schools can equip graduates with the specific skills and experiences that employers are seeking.

Read Now

The Co-Creation Edge in Marketing Education

Maria Petrescu, John T. Gironda, Anjala S. Krishen, Adina Dudau, J. Ricky Fergurson, Steven A. Stewart, Philip Kitchen, and Monica Fine 1353 Business and Management INK

In this article, co-authors Maria Petrescu, John T. Gironda, Anjala S. Krishen, Adina Dudau, J. Ricky Fergurson, Steven A. Stewart, Philip Kitchen, and Monica Fine reflect on the inspiration behind […]

Read Now