Juergen Gnoth | University of Otago (original) (raw)

Papers by Juergen Gnoth

The aim of our study is to create a typology of inbound center quality. An analysis of six cross-... more The aim of our study is to create a typology of inbound center quality. An analysis of six cross-industry case studies showed that company strategy and value creation characterise four inbound center types. We then examine drivers of inbound center quality via two experiments with Swiss International Air Lines customers. The findings propose that the quality of response time, communication, and compensation are drivers for customer satisfaction, customer loyalty, and repurchase intention. However, voluntary compensations decrease the impact of response time quality and communication quality on customer satisfaction. The experiments highlight differences between 12 experiment groups with moderator effects.

Congress on Modelling and Simulation, 2003

Tourism on the Verge, 2017

The use of general descriptive names, registered names, trademarks, service marks, etc. in this p... more The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.

Whereas the internal activities of the service provider are often portrayed in form of a service ... more Whereas the internal activities of the service provider are often portrayed in form of a service blueprint, the counterpart on the customer side is missing. In order to take the service transaction as one process entity into account, this paper aims at identifying an implicit structure that defines the customer process as an equivalent to the explicit tool of a service blueprint. Such a structure can be found in a customer service script. With the objective to extend the traditional service blueprint by the customer dimension and reduce transaction costs, the article analyses service scripts and tests relevant influential factors. Keywords:

ACR European Advances, 2011

This brand culture research project explores the expressions of rebellion and questing for creati... more This brand culture research project explores the expressions of rebellion and questing for creativity in small dynamic friendship circles and their relevance for a vibrant urban reputation. The poetic texture and the schismatic core of the city as a brandscape are staged in three embodied acts. An explorative case study follows a collaborative creative circle of musicians in action. Next, paradessentials of brand performativity are sourced from key interpreters. In ethno-poetics there is no hypothesis up for validation; the project concludes with individual evocations, as a sequential thickening of unresolved paradoxes of the city's ambiguous reputation, in newly commissioned poetry. INtRoduCtIoN God Save The Clean. A block-sprayed patch of faded blue graffiti for local 1980's band The Clean survives on a white painted corner stone of the First Church in the middle of the city of Dunedin in New Zealand. On the cold bottom edge of the world near Antarctica, where the occasional iceberg floats by, few global fads and fashions seem to take hold and an insular but outspoken version of cultural creativity thrives. As a provincial university town with about 100.000 inhabitants Dunedin has established a tradition of divergent new music at the time of Flying Nun Records. "Dunedin is awash in rock bands, perhaps more good bands per capita than any city in the world....There's no audience there; it's just a town full of band members," the Chicago Tribune stated in a 1992 headline (Eggleton 2003). Perhaps ironically, the rock-solid First Church is also seen as a prime representation of the Presbyterian roots and stout autonomy of the city. The meaning of the cityscape is exposed on a wide canvas somewhere between the conservative materiality of black granite and the metaphorical remnants of creative cultural experiences. The following explores how the possibilities for citizens to be rebelliously creative in small dynamic friendship groups "sits" in this particular city, and how these circles contribute to the paradoxical essence of its urban reputation.

The Internet creates opportunities for firms to leverage information technology to expand markets... more The Internet creates opportunities for firms to leverage information technology to expand markets, increase efficiencies and raise profits. Users benefit through expanding their global search capacity for information and experiences. However, rapid expansion and ...

Tourism on the Verge, Oct 5, 2016

A destination’s competitiveness relies on its ability to successfully signal desirable experience... more A destination’s competitiveness relies on its ability to successfully signal desirable experiences and deliver on what it offers. Its attractiveness, however, does not depend on its own intrinsic values as much as it depends on the value the tourist perceives. These expectations are always a subjective interpretation of how the destination will meet tourists’ individual needs. The destination must therefore be able to form a special relationship with each tourist that fulfils their individual attraction. To decide on relevant service-design options in the face of the potential myriad of individual desires for experiences, the present study discusses the concepts of value, of place, of relationships, and experience. It explains how all experiences can be structured according to a few, idealised categories. These then help understand tourists’ predominant value-orientations that is, how the tourist approaches the place, what attitudes drive decision-making and consumption, and how activities are pursued. Discerning processes rather than outcomes, the present discussion enables a manager to better conceive services as transformational experiences that can lead tourists to bond with the destination in a relationship that eventually reveals its own emic values, and tourists’ discovery of its uniqueness.

Routledge eBooks, Aug 14, 2006

The Quality Management Journal, 2005

Thissludy eualuates and extends research on thequality dimensions thaI drue students' choice of i... more Thissludy eualuates and extends research on thequality dimensions thaI drue students' choice of international tertiary education providers. Based on an extensiie review ojboth thegawricsenices ami education quality literature, a series of in-depth intenneus generated many further quality criteria. These uere tested on a sample of Thai prospeatve students who intended to stud y coerseas and saoued good nomological t'(llidit)' and internal reliability. The autbors are canfident tiat thesix dimensions det'eioped here are wor/by of undergoing replication andfurther study. tbe dimensions are: academic and supportingjacililies, academic staff peformances, environmental conditions, entry requirements, academic reputatkm ofa country, andacademic reputation ofdomestic insuutions.

Annals of Tourism Research, Oct 1, 2011

Tourism Analysis, Dec 1, 2007

This theoretical contribution details how a destination's capital is comprised of the values and ... more This theoretical contribution details how a destination's capital is comprised of the values and meanings as expressed in the cultural, social, natural, and economic dimensions of people's lives. Unlike in product brands, these values and meanings form a living and constantly evolving relational system existing among people. On this basis, selection criteria for the functional, experiential, and symbolic dimensions of destination brands are developed. The final model is designed to link the performance of the brand to its capital so that brand development becomes an integral part of sustainable destination management that can be appreciated by tourism operators. The major threat to destination brands is the disregard of the effects of aggregation and time in the commoditization of destination values.

Journal of Brand Management, Nov 1, 2002

processes of high involvement products than in low involvement products. 6 For instance, consumer... more processes of high involvement products than in low involvement products. 6 For instance, consumers may consider country of origin as the most important factor when they select hedonic products such as wine, an oriental rug, cigars or caviar. 7 The importance of country of origin may, however, be lower when consumers evaluate low involvement products such as T-shirts. 8 Tertiary education is a high involvement service, which has become less nationally oriented and more internationally oriented, 9 and its intangibility makes it difficult for potential clients (students) to assess its quality. 10 When intrinsic cues (eg taste, design, performance) are unknown or not available, consumers more frequently evaluate products by using

QUT Business School, 2009

In two experiments, we study how the temporal orientation of consumers (i.e., future-oriented or ... more In two experiments, we study how the temporal orientation of consumers (i.e., future-oriented or present-oriented), temporal construal (distant future, near future), and product attribute importance (primary, secondary) influence advertisement evaluations. Data suggest that future-oriented consumers react most favorably to ads that feature a product to be released in the distant future and that highlight primary product attributes. In contrast, present-oriented consumers prefer near-future ads that highlight secondary product attributes. Study 2 shows that consumer attitudes are mediated by perceptions of attribute diagnosticity (i.e., the perceived usefulness of the attribute information). Together, these experiments shed light on how individual differences, such as temporal orientation, offer valuable insights into temporal construal effects in advertising

International journal of excellence in tourism, hospitality and catering, 2016