dc.contributor.author | Zehrer, Anita | |
dc.contributor.author | Raich, Frieda | |
dc.date.accessioned | 2024-05-07T02:31:38Z | |
dc.date.available | 2024-05-07T02:31:38Z | |
dc.date.issued | 2016 | |
dc.identifier.uri | https://thuvienso.hoasen.edu.vn/handle/123456789/15204 | |
dc.description | Journal of Hospitality and Tourism Management 29 (2016) 88-98 | vi |
dc.description.abstract | Purpose: The purpose of this paper is to develop and test an explanatory model of how perceived
crowding and coping behavior impacts upon customer satisfaction. The paper contributes to the service
management literature by; 1) identifying key factors impacting crowding perception in a winter sport
outdoor setting; 2) highlighting its influence on customer satisfaction; and 3) advocating the need for
winter destination managers to overcome perceived crowding.
Design/methodology/approach: The paper applied a quantitative methodology to explore the relationship
between customer demographics, coping mechanisms and customer satisfaction. This data is utilized to
highlight management issues to overcome perceived crowding.
Findings: The theoretically developed and empirically tested model proves that perceived crowding in
winter sport settings is influenced by a number of different factors, such as a customer’s demography.
Perceived crowding leads to coping behavior that in turn increases the crowding perception of affected
people. Perceived crowding and coping behavior both negatively influence customer satisfaction in a
winter outdoor setting.
Research limitations/implications: The most significant limitation of the paper are the non-random
sampling approach, the rather small sample size, the selected factors in the presented model, as well
as the nature of the services (outdoor experiences) explored in this paper.
Originality/value: The paper is the first to explore the constructs of crowding, coping behavior and visitor
satisfaction for a winter sports outdoor setting. Results show that crowding is an important construct for
service sector managers to recognize and manage in order to overcome an increase in dissatisfied
visitors. | vi |
dc.language.iso | en | vi |
dc.publisher | Elservier | vi |
dc.subject | Customer satisfaction,Coping behavior,Perceived crowding,Outdoor recreation | vi |
dc.title | The impact of perceived crowding on customer satisfaction | vi |
dc.type | Article | vi |