top of page
Measuring patient experience in healthcare

Understanding patient experience is crucial as it influences patient satisfaction, perceived quality of healthcare services, loyalty to physicians and providers, as well as patient health and well-being. However, the multidimensional, long-lasting, affective, and dynamic nature of patient experience demands using new metrics and emerging methodology for measurement. This research note aims to review the potential approaches to measuring patient experience in healthcare, provide a typology of patient experience metrics, and call for further research on evaluating patient experience and analyzing its effects on health outcomes.

Read more: https://doi.org/10.1016/j.ijhm.2022.103405

 

Cite:

patient.JPG
affective.JPG

The most commonly described components of customer experience include cognitive and affective aspects. However, the subjective self-reported methods traditionally applied in tourism research cannot fully represent the instant, dynamic, and affective nature of customer experience. Therefore, there is a need for moment-based approaches and longitudinal methods in tourism research. The chapter provides a selective review of measures that can be used to assess the affective aspects of customer experience. Taking into account the advantages and limitations of each method, the integration of self-reported scales, moment-based psychophysiological techniques, and longitudinal methods should be considered as the best approach to measuring affective components of customer experience in tourism. This holistic interdisciplinary approach will help researchers and tourism practitioners understand the relationship between affective and cognitive components of tourists' pre-visit, onsite, and post-visit experience, as well as evaluate the effectiveness of marketing campaigns, identify weak points of tourists' customer journey, and maximize total travel experience.

 

Read more: https://doi.org/10.1108/978-1-80117-632-320221011

Cite:

  • Godovykh, M. (2022). Measuring Affective Components of Customer Experience: Conceptual and Methodological Issues. In Contemporary Approaches Studying Customer Experience in Tourism Research (pp. 89-105). Emerald Publishing Limited.

Peer-to-peer accommodation amid COVID-19: the effects of Airbnb cleanliness information on guests’ trust and behavioral intentions

Purpose

This study aims to explore the influence of different types of cleanliness information provided on the Airbnb platform (hosts’ sanitation labels, Airbnb cleaning protocol and previous guests’ reviews) on guests’ trust and behavioral intentions.

Design/methodology/approach

This study uses an online scenario-based experimental design. A two-step approach was applied to discover the proposed relationships by assessing the measurement model fit and validity of the constructs with confirmatory factor analysis and testing study hypotheses with structural equation modeling.

Findings

The results demonstrate that three types of cleanliness information (i.e. provided by Airbnb’s hosts, platform and customer reviews) had statistically significant effects on customers’ trust and behavioral intentions.

Practical implications

The research results provide practical recommendations for Airbnb hosts and peer-to-peer accommodation platforms on using several types of textual and visual cleanliness information to influence guests’ attitudes and behavioral intentions.

Originality/value

This study advances knowledge by introducing new factors affecting guests’ trust and behavioral intentions in peer-to-peer accommodation settings and differentiating the effects of different sources of cleanliness information and different types of guests’ trust.

Read more: https://doi.org/10.1108/IJCHM-12-2021-1508

 

Cite:

  • Godovykh, M., Back, R. M., Bufquin, D., Baker, C., & Park, J. Y. (2022). Peer-to-peer accommodation amid COVID-19: the effects of Airbnb cleanliness information on guests’ trust and behavioral intentions. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/IJCHM-12-2021-1508

Airbnb.JPG
trans.JPG

Tourist transformation has recently received ample attention. Although personality traits are considered to be overall stable across time, there is evidence that personality might change under the influence of different environmental and contextual factors such as those offered in transformative travel experiences. This study developed and validated a scale to measure travelers’ personality changes after transformative travel experiences. The steps of the study include personality change scale item generation, scale purification, and construct validation with principal component analysis and confirmatory factor analysis. The study results indicated the validity of a six-dimensional tourist transformation scale that may be effective in capturing travelers’ personality change through travel experiences.

Read more: https://doi.org/10.1080/01490400.2022.2060882

Cite:

  • Godovykh, M., & Tasci, A. D. (2022). Developing and Validating a Scale to Measure Tourists’ Personality Change after Transformative Travel Experiences. Leisure Sciences, 1-19. https://doi.org/10.1080/01490400.2022.2060882

VR in Tourism: A New Call for Virtual Tourism Experience amid and after the COVID-19 Pandemic

Virtual reality has become a more common phenomenon in both destination marketing and on-site experience. The recent challenges such as overtourism and the COVID-19 pandemic have created a pressing need to examine virtual tourism as an alternative to traditional travel. This conceptual article aims at clarifying virtual experience in tourism, discussing the main antecedents and outcomes of virtual experience, and proposing a conceptual model of virtual tourism experience. The review of the literature revealed that virtual experience in tourism is influenced by factors related to information, quality, technology acceptance, and affective involvement and has significant effects on tourists’ attitudes and behavioral intentions. This paper contributes to knowledge and practice by classifying the main groups of factors influencing virtual tourism experience, introducing the conceptual model, discussing opportunities for future research, and providing recommendations for tourism practitioners.

Read more: http://dx.doi.org/10.3390/tourhosp3010018

 

Cite:

  • Godovykh, M., Baker, C., & Fyall, A. (2022). VR in Tourism: A New Call for Virtual Tourism Experience amid and after the COVID-19 Pandemic.  Tourism and Hospitality, 3(1), 265-275.

VR in Tourism.JPG
Forecasting.JPG
COVID-19 and Tourism: Analyzing the Effects of COVID-19 Statistics on Attitudes toward Tourism

COVID-19 has significantly influenced tourism, including tourists’ and residents’ attitudes toward tourism. At the same time, attitudes and consumer confidence are important for economic recovery in the tourism sector. This study explores the effects of the COVID-19 pandemic on people’s attitudes toward tourism by analyzing time-series data on the number of COVID-19 positive cases, vaccinations, news sentiment, a total number of daily mentions of tourism, and the share of voice for positive and negative sentiment toward tourism. The applied data analysis techniques include descriptive analysis, visual representation of data, data decomposition into trend and cycle components, unit root tests, Granger causality test, and multiple time series regression. The results demonstrate that the COVID-19 statistics and media coverage have significant effects on interest in tourism in general, as well as the positive and negative sentiment toward tourism. The results contribute to knowledge and practice by describing the effects of the disease statistics on attitudes toward tourism, introducing social media sentiment analysis as an opportunity to measure positive and negative sentiment toward tourism, and providing recommendations for government authorities, destination management organizations, and tourism providers.

Read more: https://doi.org/10.3390/forecast3040053

Cite:

  • Godovykh, M., Ridderstaat, J., Baker, C., & Fyall, A. (2021). COVID-19 and tourism: Analyzing the effects of COVID-19 statistics and media coverage on attitudes towards tourism. Forecasting, 3, 870-883. https://doi.org/10.3390/forecast3040053

Antecedents and outcomes of health risk perceptions in tourism, following the COVID-19 pandemic

Purpose

The purpose of this paper is to clarify the concept of perceived risks, identify the main antecedents and outcomes of health risk perceptions and propose a conceptual model of health risk perceptions in tourism.

Design/methodology/approach

This paper provides a review of the literature on customer risk perceptions, along with their antecedents and outcomes, and proposes a conceptual model of health risk perceptions in tourism.

Findings

Key findings reveal that the main factors of health risk perceptions can be broadly classified into cognitive, affective, individual and contextual components. The proposed conceptual model of health risk perceptions provides a theoretically integrated overview of relationships between all groups of factors, tourists’ risk perceptions and travel intentions.

Originality/value

The paper contributes to theory by offering a new approach to health risk perceptions in tourism, which remain underexplored in previous studies. The literature review adds to the body of knowledge by introducing four main groups of factors affecting tourists’ health risk perceptions, while the conceptual model proposes relationships between these factors, tourists’ risk perceptions and travel intentions.

Read more: https://doi.org/10.1108/TR-06-2020-0257

Cite:

  • Godovykh, M., Pizam, A., & Bahja, F. (2021). Antecedents and outcomes of health risk perceptions in tourism, following the COVID-19 pandemic. Tourism Review. https://doi.org/10.1108/TR-06-2020-0257

risk_per.JPG
health.JPG
Health outcomes of tourism development: A longitudinal study of the impact of tourism arrivals on residents’ health

This study investigates the influence of the number of tourism arrivals on the physical health of local people in one of the most-visited destinations in the world. Although the literature traditionally describes the economic, social, and cultural impacts of tourism, there is a gap related to the effects of tourism on residents' health. The methodology involves applying the limited-information maximum likelihood instrumental variable approach. The results demonstrate that tourism arrivals negatively influence residents’ health in the short term, yet have positive impacts on long-term health outcomes. The study contributes to the theory and practice by offering a new approach to physical health outcomes of tourism, demonstrating the superiority of long-term positive impacts of tourism over short-term negative outcomes, and emphasizing the importance of evaluating the health impacts of tourism for destination marketing and management.

Read more: https://doi.org/10.1016/j.jdmm.2020.100462

Cite:

  • Godovykh, M., & Ridderstaat, J. (2020). Health outcomes of tourism development: Longitudinal study of the impact of tourism arrivals on residents’ health. Destination Marketing and Management, 17, 1-7.

The well-being impacts of tourism: Long-term and short-term effects of tourism development on residents’ happiness

Well-being is considered one of the highest values in human life. Although previous studies have discussed the tourists’ well-being outcomes, the impact of tourism on residents’ happiness has received less empirical attention in tourism research. This study aims to explore the effects of tourism development on residents’ happiness in a group of countries by using panel data analysis. The results demonstrate that tourism arrivals negatively influence residents’ happiness in the short term and have positive effects on residents’ happiness in the long term. These findings contribute to describing the well-being impacts of tourism, differentiating between long- and short-term outcomes, and providing recommendations for destination management and tourism authorities.

Read more: https://doi.org/10.1177%2F13548166211041227

Cite:

  • Godovykh, M., Fyall, A., & Ridderstaat, J. (2021). The well-being impacts of tourism: Long-term and short-term effects of tourism development on residents’ happiness. Tourism Economics. https://doi.org/10.1177%2F13548166211041227

well-being_.JPG
Emotions.JPG
Emotions, feelings, and moods in tourism and hospitality research: Conceptual and methodological differences

Researchers often tend to use the words emotions, feelings, moods, and affect interchangeably, which creates confusion in both conceptual and methodological domains of tourism and hospitality research. However, the insights from neuroscience and psychology demonstrated that there are fundamental differences between these concepts, including their causes, duration, intensity, and outcomes. This research note aims to discuss conceptual and methodological aspects related to using emotions, moods, feelings, and affect, provide comprehensive definitions, and outline opportunities to capture them comprehensively in tourism and hospitality research.

Read more: https://doi.org/10.1177%2F14673584211039867

Cite:

  • Godovykh, M. & Tasci, A. D. A. (2021). Emotions, feelings, and moods in tourism and hospitality research: Conceptual and methodological differences. Tourism and Hospitality Research. https://doi.org/10.1177%2F14673584211039867

Customer experience in tourism: A review of definitions, components, and measurements

The concept of customer experience has received increasing attention in different disciplines. However, the pathway for handling experience has not been clearly set forth due to divergent conceptualizations and insufficient measures of customer experience. This study critically analyzes empirical and conceptual literature on experience, provides a holistic definition of experience, proposes an experience model with four main components (emotional, cognitive, sensorial, and conative), and suggests using a combination of several measures to capture the totality of tourism experience at pre-visit, onsite, and post-visit stages. These suggestions provide important implications for researchers and practitioners by offering new ways to explore customer interaction with tourist products, detect affective and sensory components leading to important consumption outcomes, investigate individual impacts of anticipation, onsite experience, and recall, as well as analyze effectiveness of destination marketing practices.

Read more: https://doi.org/10.1016/j.tmp.2020.100694

Cite:

  • Godovykh, M., & Tasci, A.D.A. (2020). Customer experience in tourism: A review of definitions, components, and measurements. Tourism Management Perspectives, 35, 1- 19. https://doi.org/10.1016/j.tmp.2020.100694

customer experience.JPG
bottom of page