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Purpose The purpose of this study is to investigate the direct impact of shopping experience of tourists on their satisfaction with shopping, while perceived crowding is used as a moderator in this relationship. Design/methodology/approach The proposed conceptual model was tested by an empirical study where the data were collected from 411 German tourists, visiting Kaleiçi, Antalya-Turkey. Findings The study results revealed that tourist shopping experience (consisting of education, esthetic, entertainment and escapism dimensions) significantly determines satisfaction with shopping. Moreover, crowding perception has a two-dimensional structure, as human and spatial crowding. Human crowding, which reflects high human density, is found to negatively moderate the effect of shopping experience on satisfaction, where spatial crowding, which is related to high space density, does not influence this relationship. Originality/value This study exceptionally shows that crowding perceptions of German tourists in shopping are affected by both human and spatial crowding. In addition, the moderating role of perceived crowding is clarified in the relationship between shopping experience and satisfaction.

Purpose The influences of personality type and mood on customer evaluations such as service quality and satisfaction are not yet explored in the tourism and travel literature. Hence, this study aims to: (1) identify the role of personality and mood in customer service quality perceptions and overall satisfaction; and (2) assess these variables' impact on service quality perception-overall satisfaction relationship. Design/methodology/approach To achieve the study's objectives, firstly, 383 data were collected from German tourists staying in a five-star hotel in Antalya, Turkey. Then, the survey participants were clustered into four groups according to their personality types (A vs B) and mood (bad vs good). Findings Service quality perceptions and overall satisfaction of the participants were shown to vary according to their personality types and moods. In addition, the results indicated that personality type and mood might change the effect of perceived service quality on overall satisfaction. Research limitations/implications As the survey sample is limited to German tourists staying in a five-star hotel in Antalya, Turkey, the study findings should be carefully generalised to other nationalities and service settings. Originality/value For service enterprises, it is important to understand how the psychological characteristics of the customers affect the perception of the services they offer. Therefore, the customer mood and personality traits, as well as their impacts on perceived service quality, have received wide coverage in the literature. However, to the best of the authors' knowledge, this study is the first attempt to investigate the interrelationships of mood, personality, service quality perception and overall satisfaction in the hospitality context. C1 [Kocabulut, Ozge] Pamukkale Univ, Fac Tourism, Denizli, Turkey. [Albayrak, Tahir] Akdeniz Univ, Fac Tourism, Antalya, Turkey.

Purpose: The influences of personality type and mood on customer evaluations such as service quality and satisfaction are not yet explored in the tourism and travel literature. Hence, this study aims to: (1) identify the role of personality and mood in customer service quality perceptions and overall satisfaction; and (2) assess these variables’ impact on service quality perception–overall satisfaction relationship. Design/methodology/approach: To achieve the study’s objectives, firstly, 383 data were collected from German tourists staying in a five-star hotel in Antalya, Turkey. Then, the survey participants were clustered into four groups according to their personality types (A vs B) and mood (bad vs good). Findings: Service quality perceptions and overall satisfaction of the participants were shown to vary according to their personality types and moods. In addition, the results indicated that personality type and mood might change the effect of perceived service quality on overall satisfaction. Research limitations/implications: As the survey sample is limited to German tourists staying in a five-star hotel in Antalya, Turkey, the study findings should be carefully generalised to other nationalities and service settings. Originality/value: For service enterprises, it is important to understand how the psychological characteristics of the customers affect the perception of the services they offer. Therefore, the customer mood and personality traits, as well as their impacts on perceived service quality, have received wide coverage in the literature. However, to the best of the authors’ knowledge, this study is the first attempt to investigate the interrelationships of mood, personality, service quality perception and overall satisfaction in the hospitality context. © 2019, Emerald Publishing Limited.

This article deals with coastal tourists' food experiences and focuses on the potentials and challenges the new Nordic cuisine (NNC) concept holds in relation to German tourists visiting Danish coastal destinations. By means of a conceptual model, the characteristics of the NNC are related to scholarly knowledge on tourists' food experiences and potentially critical points are identified. Analyses of qualitative interviews with German tourists at five Danish coastal destinations expand on these critical points and show that the NNC and coastal tourists give different priority to product qualities as well as spatial and social context qualities of food consumption. Sense of place gained through food consumption seems to be where the German demand perspective and the NNC concept meet. However, as place-specific food experiences are perceived to be scarce at Danish coastal destinations this represents yet another challenge.

Germany is well-known as an “automotive” country and 3.58 million Germans would characterise themselves as “very interested in classic cars”. During the last years, several German classic car tour operators began to connect the two topics classic cars and travels in a professional way. Uruguay on the other hand is called an “automotive museum come to live”, but is still a niche destination for German tourists. This thesis analyses whether the German interest in classic cars, classic car tours and the destination Uruguay could be combined. After an initial analysis of the German classic car scene, the destination Uruguay, the target group and similar products; a field research is conducted among German classic car club members (being a sub-target group of the analysed product). This field research aims at discovering if different preferences regarding classic car tours could lead to the definition of different classic car tourist-types, and to answer the question if a general interest of German classic car enthusiasts in classic car tours in Uruguay exists. The results of the field research are presented in detail. An existing demand and the finding of different classic car tourist-types lead to a final recommendation for a product design that is capable of satisfying the identified demand.

Det internationella resandet till Sverige har sedan 1991 ökat med nästan 100 procent. Nästan 35 procent av all turism är utländsk konsumtion, där Tyskland näst Norge är Sveriges viktigaste utlandsmarknad. Var fjärde utländsk turist är tysk och exportdelen inom turismen i Sverige anses vara mer utvecklingsbar än den inhemska delen. I juli 2008 offentliggjorde regeringen en vision formulerad i rapporten ”Sverige det nya matlandet”, där Sverige lyfts fram som det nya matlandet i Europa. Regeringen menar att matturism är värd att satsa på, då den står för cirka 15 procent av den totala turismomsättningen. Internationella turister lägger en större del av sin konsumtion på mat och restaurangbesök – drygt en fjärdedel. En knapp fjärdedel av denna konsumtion borde således komma från tyska turister och deras efterfrågan blir väsentlig för turismutvecklingen i Sverige. Uppsatsens utgångspunkt ligger i att det finns turism, mer specifikt tysk turism i Sverige och att de turisterna konsumerar mat. Alla måste äta och varje individ som utgör en del av den ackumulerade turismen har matbehov att tillfredställa. Utlandsmarknadens bidrag till Sveriges ekonomi och förväntade tillväxt inom turismnäringen samt matturismens ökade betydelse inom turism gör kombinationen mat och turism intressant. I synnerhet intressant i relation till den tyska marknaden och dess stora betydelse för den svenska turismnäringen. Majoriteten av de tyskar som väljer att resa till Sverige har en uppfattning om Sverige som ett perifert land i positiv mening. De lockas av röda stugor och orörd natur med sjöar. Frågan är vilken roll mat och matupplevelser spelar för en tysk turist i Sverige, om det är en medveten turistaktivitet eller en nödvändig vardagsaktivitet. Syftet med uppsatsen är att göra en beskrivning av tyska turisters efterfrågan på svensk mat och matupplevelser. Genom data-triangulering av fyra empiriska undersökningar (sekundärdata, ostrukturerade intervjuer, semi-strukturerade intervjuer och strukturerade intervjuer) utförda på fyra olika målgrupper (tyska mat- och turistskribenter, tyska reseoperatörer, tyskar med svensk turisterfarenhet och slumpmässigt utvalda tyskar) identifieras tyska turisters efterfrågan på svensk mat och matupplevelser. Utfallet av intervjuerna ger en entydig bild av den tyska efterfrågan. Sverige är för många tyska turister ett okänt land och svensk mat än mer okänd. Svensk mat som turistprodukt har inte nått Tyskland. Mat betraktas av de flesta inte som en huvudanledning att resa utan som ett basalt behov som måste tillfredsställas. Därmed uppfattas inte svensk mat som en reseanledning eller som en upplevelse i sig utan som en biprodukt. Den kunskap som finns om svensk mat är begränsad till några få återkommande karaktäristiska fenomen som ger en stereotyp uppfattning, till exempel älg och annan vilt, sill, lax, lingon, svamp, sött bröd och köttbullar. Vidare menar de intervjuade att svensk mat är jämförelsevis dyr och lik den tyska maten. Tyska turister ser ofta mat som ett medel för att mätta hunger. Mat fyller ett funktionellt behov, är en praktisk funktion och en problemlösare. Det blir en basal behovstillfredsställare snarare än en upplevelsegenerator eller tillfredställare av högre behov såsom status, kognitiva eller estetiska. Det som trots okändheten tycks efterfrågas är traditionell mat med koppling till historia och seder. Genom sammanställning av informationen från de empiriska undersökningarna kan konstateras att tyska turisters efterfrågan på mat som turism i allmänhet verkar vara liten. Ännu tydligare är att tyska turisters efterfrågan på svenska matupplevelser i synnerhet verkar vara bristande. Svaret på forskningsfrågan – Hur ser tyska turisters efterfrågan på mat och matupplevelser? blir således att den är bristande. Genom tillämpning av SERVQUAL, en teknik för att identifiera gap mellan tjänstekvalitetsresultat och kundens kvalitetsbehov, analyserades var efterfrågan brister. Fyra tydliga gap kunde identifieras, att svensk mat för tyska turister uppleves som okänd, inte intressant (inte efterfrågad), otillgänglig och dåligt marknadsförd. Samtliga faktorer är beroende av varandra, är varandras förutsättningar och motarbetar varandra. Att svensk mat i princip är okänd för tyska turister gör det svårt för dem att explicit efterfråga den. Utan efterfrågan skapas inget utbud och maten blir otillgänglig. Finns inget utbud finns inget som kan marknadsföras och maten förblir okänd. Det går i en cirkel där gapen utgör hinder och något av dem måste slås hål på och börja bearbetas för att bryta cirkeln. Med återkoppling till motivering av ämnesval – att göra Sverige till det nya matlandet i Europa – och till syftet – att göra en beskrivning av tyska turisters efterfrågan på svensk mat och matupplevelser – finns det i nuläget mycket kvar att göra innan regeringens mål kan förverkligas. International travel in Sweden has increased by almost 100 percent since 1991. Close to 35 percent of all tourism in Sweden is foreign tourism. Germany is next to Norway the most important foreign tourist market for Sweden. One out of four foreign tourists in Sweden is German, and the foreign tourism market is considered to have more potential to develop than the domestic market. In July 2008 the report ”Sweden the new food country” was published by the Swedish government, where they launched a vision of Sweden to be the new food country in Europe. The government defines food as one of the future niche markets within tourism and eating out accounts for approximately 15 percent of the total tourism turnover. Foreign tourists consume a larger part of their travel budget on food and eating out – approximately one fourth. Almost a fourth of this consumption should accordingly originate from German tourists and their demand becomes of importance for tourism development in Sweden. The basis for this thesis is the fact that there is tourism, more specifically German tourism in Sweden, and the fact that those tourists consume food. In other words: it is hard to avoid being a food tourist in one way or another. Everyone has to eat and every individual as part of the accumulated tourism has food-needs to satisfy. The foreign tourist market’s contribution to the Swedish economy and perceived growth in the tourism industry and food tourism’s increased significant position in tourism make the combination of food and tourism interesting – not least in relation to the German market as it is of great significance to the Swedish tourism industry. The majority of Germans traveling to Sweden consider Sweden to be a peripheral country in a positive sence and are appealed by red cottages and unspoiled nature with lakes. The question is which meaning food and food experiences constitutes for German tourists in Sweden, if it is considered to be an appealing tourist attraction or just a necessity. The aim of this thesis is to make a discription of German tourists’ demand for Swedish food and food experiences. Through data-triangulation of four independently carried out empirical surveys (secondary data, unstructured interviews, semi-structured interviews and structured interviews) carried out on four different target groups (German food- and tourist journalists, German travel agents, German tourists with Swedish experiences, and randomly chosen Germans) the German demand is identified. The results of the interviews give a distinct indication of the German demand. Sweden is for many German tourists an unknown country and Swedish food is even more unknown. Swedish food as a tourism product has not yet reached Germany. Food is not understood to be a main reason for traveling, rather a basic need to satisfy. Thus Swedish food is not apprehended as neither a reason for traveling nor as an experience per se, but more as a bi-product. Knowledge about Swedish food is limited to a few reoccurring characteristics giving a stereotype picture of elk and other game, herring, salmon, lingonberries, fungus, sweet bread and meatballs. The interviewed Germans also consider Swedish food to be expensive in comparison and similar to German food. German tourists see food mainly as a mean to satisfy hunger. Food is functional, a practical must and serves as a problem solver. Food is a satisfier of basic needs rather than a generator of experiences or higher need satisfier, such as status related, cognitive or aesthetic. What seems to be demanded, in spite of the fact that Swedish food is unknown, is traditional food with connections to history and customs. A compilation of the information from the empirical studies shows that German demand for food as a part of tourism in general is highly limited. Even more limited is the German demand for Swedish food. The answer to the research question – What does the German demand for food and food experiences look like? – is, it is deficient. An application of the SERVQUAL, a technique to identify gaps between service quality results and customer service needs, the deficiencies in the demand was analyzed. Four gaps were identified: Swedish food is unknown, not interesting (not demanded), un-accessible and not marketed. All gaps are dependant on each other, each others’ prerequisites, and counteract each other. Lack of knowledge about Swedish food makes it hard for German tourists to explicitly demand it. Without demand there is no supply and the food becomes un-accessible. With no supply there is nothing to market, and the food remains unknown. The gaps form a circle and one of the gaps must be cut and worked on in order to break the circle. In relation to the motivation of choice of subject – to make Sweden the new food country in Europe – and the purpose of the thesis – to describe German tourists’ demand for Swedish food and food experiences – the present market situation requires a lot to be done before the aim of the Swedish government can be reached. Internationales Reisen in Schweden hat seit 1991 um fast 100 Prozent zugenommen. Fast 35 Prozent des Tourismus Schwedens besteht aus ausländischen Touristen. Deutschland ist, nach Norwegen, der wichstigste ausländische Tourismusmarkt für Schweden. Jeder vierte ausländische Tourist der nach Schweden kommt, stammt aus Deutschland. Der ausländische Tourismusexportmarkt hat grössere Entwicklungsmöglichkeiten als der einheimische Markt. Im Juli 2008 wurde der Rapport "Schweden, das neue kulinarische Land" von der schwedische Regierung veröffentlicht, wo eine Vision von Schweden als das neue kulinarische Land Europas präsentiert wurde. Die Regierung behauptet, dass Essen die neue zukunftige Niesche im Tourismus ist und dass das Essen für ungefähr 15 Prozent des gesamtes Tourismusumsatzes Schwedens zählt. Ausländische Touristen verwenden ungefähr ein Viertel ihres Reisebudgets für Essen und kulinarische Erlebnisse. Fast ein Viertel aller Konsumption kommt folglich von deutschen Touristen und ihre Nachfrage ist von grosser Bedeutung für die Tourismusentwicklung Schwedens. Der Ausgangspunkt dieser Kandidatenarbeit besteht darin, dass es in Schweden Auslandstourismus gibt, dass viele von den Touristen Deutsche und gleichzeitig Touristen sind. Man kann daher sagen, es ist nicht zu vermeiden ein Tourist mit kulinarischem Hintergrund zu sein. Jeder muss essen und jede Person hat Essbedürfnisse zu befriedigen. Das Beitragen des ausländischen Tourismusmarktes zur Schwedischen Wirtschaft und das behauptete Wachstum der Tourismuswirtschaft und die zunehmend bedeutendere Position des Esstourismus macht die Kombination Essen und Tourismus sehr intressant – besonders in Relation zum deutschen Markt, der für die schwedische Tourismuswirtschaft von grosser Bedeutung ist. Die Mehrzahl der Deutschen die nach Schweden reisen fassen Schweden als ein periferes Land positiver Art auf, wo die roten Hütten und die unberührte Natur mit Seen extra attraktiv sind. Die Frage ist, welche Bedeutung Essen und Esserfahrungen für deutsche Touristen in Schweden hat, ob Essen als eine Reisezweck worüber sich die Deutschen bewusst sind zählt oder ob das Essen ein alltägliches Muss ist. Der Zweck dieser Kandidatenarbeit ist es, die Nachfrage von deutschen Touristen nach schwedischem Essen und Esserlebnissen zu beschreiben. Durch Daten-triangulierung von vier von einander unabhängig durchgeführten Untersuchungen (Sekundardaten, Unstrukturierte Interviews, Semi-strukturierte Interviews und strukturierte Interviews) mit vier verschiedenen Zielgruppen (deutschen Ess- und Touristjournalisten, deutschen Reisebürobeamten und –beamtinnen, Deutschen mit Schwedenerfarung und zufällig ausgewählten Deutschen) wurde der Nachfrage deutscher Touristen identifiziert. Das Ergebnis der Interviews gibt einen eindeutigen Bild der deutschen Nachfrage. Schweden ist für deutsche Touristen ein weitestgehend unbekanntes Land und schwedisches Essen ist Ihnen noch unbekannter. Die Kenntnis über Schwedisches Essen als Tourismusprodukt hat Deutschland noch nicht erreicht. Essen wird meistens nicht als ein Tourismusprodukt betrachtet, sondern als ein grundlegendes Bedürfnis das es zu befriedigen gilt. Dadurch ist schwedisches Essen weder als ein Reisezweck noch als ein Erlebnis anerkannt, sondern als ein Komplementärprodukt. Die Kentnisse über schwedisches Essen sind begrenzt, zum Beispiel zu Begriffen die ein typisches Bild von Elch, Hering, Lachs, Preiselbeeren, Pilzen, süsses Brot und Fleichbällchen hervorrufen. Die Interviewpersonen betrachten weiter schwedisches Essen als teuer im vergleich zu Deutschem und auch ähnlich zu deutschem Essen. Deutsche Touristen betrachten Essen als ein Mittel mit dem man Hunger besättigen kann. Essen erfüllt eine praktische Funktion und funktioniert als ein Problemlöser. Essen befriedigt Grundbedürfnisse eher als es Erlebnisse generiert oder höhere Bedürfnisse sowie Statuserfüllung, Kognitive und Ästetische befriedigt. Was, trotz die geringe Kenntnisse, nachgefragt sind, sind Essen assoziiert zu Geschichte, Gewohnheiten und Bräuchen. Eine Zusammenstellung der empirische Untersuchungen zeigt dass es gibt im Allgemeinen, nicht nur in Relation, aber besonderes in Relation zu schwedischem Essen, ein begrenztes Interesse bei den Deutschen an Essen und Esserlebnissen im Urlaub. Das Antwort der Forschungsfrage – Wie sieht die deutsche Nachfrage nach Essen und Esserlebnisse aus? – ist, sie ist mangelnd. Mit Anwendung der SERVQUAL, eine Technik um den Klüfte zwischen Servicequalitätergebnisse und Qualitätsbedürfnisse der Kunden herauszufinden, wurde die Nachfrage analyziert um die Klüfte zu finden. Vier deutliche Klüften wurden identifiziert, schwedisches Essen ist nicht bekannt, nicht intressant (nicht nachgefragt), nich zugänglich und nicht vermarkt. Die Klüfte sind einander abhängig, die Voraussetzungen einander und entgegenarbeiten einander. Die Tatsache schwedisches Essen ist unbekannt, macht es schwierig es nachzufragen. Ohne Nachfrage kein Angebot und das Essen wird schwierig zugänglig. Ohne Angebot keine Verbung und das Essen bleibt unbekannt. Die Klüfte schufen ein Kreis und eine der Klüften muss abgekürzt und bearbeitet werden um dem Kreis abzubrechen. In Relation zum Hintergrund der Wahl der Kandidatenarbeit – Schweden das neue kulinarische Land Europas zu machen – und der Zweck der Arbeit – die Nachfrage deutscher Touristen nach schwedischem Essen und Esserlebnissen zu beschreiben – gibt es in der gegenwärtigen Marktsituation noch viel zu erforschen bevor diese Vision die schwedische Regierung erreichen kann.

Tourism research has identified a number of factors that influence tourist behaviour, among them socio-demographic characteristics and the number of previous visits. This article argues that also tourists' spatial mobility, the time period within the holiday, the characteristics of the places visited, and the access to information act as important determinants for the level and choice of tourist activities. Focus in this analysis is lying on German car tourists in Sweden. For this study, a combination of methodologies is employed. This includes travel diaries on access to information as well as on type, place and length of activities, which were written by the respondents during their holiday in Sweden, and personal interviews, which were carried out after the respondents had returned home. Tourist behaviour was found to be similar to the respondents' behaviour at home, and place in combination with a limited time period and the absence of externally imposed routines was a major factor for this. In general, tourists took part in an activity for a relatively short period time before moving on. The level of spatial mobility was found to positively influence the level of tourist activity, and was to a great part responsible for the succession of activities. The time period within the holiday did not specifically influence activities, but so did access to tourist information, which affected the choice and duration of activities. Guidebooks were found to constitute the most important tourist information for the analysed tourist group.

Balıkesir Üniversitesi, Sosyal Bilimler Enstitüsü, Turizm İşletmeciliği ve Otelcilik Ana Bilim Dalı, Her insanın olduğu gibi her ülkenin de dışa yansıttığı bir imajı bulunmaktadır ve sahip oldukları imajlar ülkenin kimliği gibi görülmektedir. Turistler çeşitli seçenekler arasında nereye gideceğine karar verirken, zihnindeki ülke imajından etkilenebilmektedir. Özellikle ilk kez yapılan ziyaretlerde imaj oluşumu çok önemlidir. Rehberler, çeşitli ülke insanlarıyla karşılaşan ilk kişi olmaları ve turistlerle ülke insanları arasında diyalog kuran kişiler olmaları nedeni ile turistlerin gözünde ülke imajını geliştirebilecek ya da kuvvetlendirebilecek en önemli turizm çalışanlarıdır. "ürkiye İmajının Geliştirilmesinde Profesyonel Turist Rehberlerinin Rolü (Alman Turistler Üzerine Bir Araştırma)" isimli yüksek lisans tezinin amacı, Profesyonel Turist Rehberlerinin, Türkiye imajının geliştirilmesindeki rolü ve etkilerini belirlemektir. Bu amaçla hazırlanan çalışma üç bölümden oluşmaktadır. Çalışmanın birinci bölümünde Profesyonel Turist Rehberliği mesleği incelenmiştir. İkinci bölümde imaj kavramının analizi yapılarak, çeşitleri, ülke imajının önemi, yapılan araştırmalar ışığında Türkiye'nin genel imajı ortaya konulmaya çalışılmıştır. Ülke imajını geliştirebilecek unsurlardan örnekler verilmiştir. Üçüncü bölümde ise Antalya'da Alman turistler üzerine anket çalışması yapılmıştır. Araştırmada rehberlerin ülke imajını geliştirmedeki rolleri ölçülmeye çalışılmıştır., As every human has, there is an image of every country reflecting outside and the images that they have seem like their identity. Tourists could be affected with the country image in their minds, while taking decision among various alternatives where to go. Especially the image formations are fairly important on the first visits. Guides, being the first person who welcome various countries' humans and the person who set up dialogue between the country's humans and the tourists, are the most important tourism employees who could develop the country image or make it stronger on the tourists' eye. The aim of the master thesis named "The Role of Professional Tourist Guides On Developing The Image of Turkey (A Study On German Tourists)" is measuring tourist guides' roles and effects on the developing Turkey's image. The study contains three sections. In the first section, professional tourist guiding is researched. In the second section, while the concept of the image being analyzed, the importance of the country image and the general image of Turkey was tried to be put forward with the studies done before. Examples of the factors that might progress the image were given. In the third section, a questionnaire on German tourist was held in Antalya. On the study, the roles of the guides on developing the country image were tried to be measured.

Given the projected growth of the senior citizens market, designing specific marketing strategies to meet the prospective needs of elderly tourists will become increasingly important. There has been an implicit assumption that there will be a close relationship between the travel behaviour of today’s seniors and those of future ones. This paper reports on a re-analysis of results of the German annual travel survey (Reiseanalyse), and suggests that such an assumption might be misleading. Tourist demand and travel behaviour are not necessarily determined by age, but by generation. For the last third of the life cycle, the travel behaviour of a particular generation seems to be quite rigid, and does not change significantly because of factors such as retirement. The results of this analysis show that travel propensity, or patterns of tourist behaviour, remain the same up to 20 years for a given generation. Therefore, understanding the future travel behaviour of senior citizens is perhaps not as difficult as it might first appear. In conclusion, the actual travel behaviour (including expectations, motivations and aspirations) of people aged between 55 and 65 years in 2000 allows a prediction of prospective travellers aged 65 to 75 years in the year 2010. Such an approach supplies reliable data for the design of future marketing strategies and suitable products.