Even dominant positivist researchers recognise the insufficiencies of traditional services research methodology and claim that the dominant models of service quality's measurement have failed to reveal the customers' prospective (Schembri and Sandberg, 2002). Whereas the customer is considered to be the focal point in contemporary marketing and services marketing, the customer's perspective is claimed to be missing from dominant theory (Grönroos, 1993, 2006a). This paper explores the potential for a modified gap analysis to serve as an alternative marketing tool. A research framework is constructed and tested using data produced by two surveys (tourists and tourism service providers) in a heritage destination. The purpose of the present study is to provide in favour of this gap an effective marketing tool for a better understanding of the customer's perspective.

The purpose of this study is to examine the relationship between destination image, event image and satisfaction in the context of a mega event, the 34 Authentic Marathon of Athens (Greece). In particular, the present study investigates whether (a) the evaluation of the destination influences positively the level of satisfaction and intention to revisit the destination, (b) the evaluation of the event influences positively the level of satisfaction and intention to revisit the destination and (c) the level of satisfaction influences positively the intention to revisit the destination. A survey took place among sport tourists (n = 241) during and after the end of the event. Results indicate that the evaluation of the event and of the destination is much related to the level of satisfaction. Moreover, the three variables (destination image, event image and satisfaction) are found to have a significant effect on the intention to revisit the destination.

This article aims to present a new conceptual model about the “lobbyscape” (i.e. the “servicescape” of hotel lobbies or foyers). A review of the existing literature, along with the authors’ expertise, provided four dimensions and 25 atmospheric elements for the “ASAP (aesthetics, space, atmosphere and physiological conditions) Lobbyscape Model”. The atmospheric elements’ effect on customer satisfaction with their stay was carried out through a survey questionnaire to customers of four- and five-star hotels in Athens, providing 277 valid responses. The results of the survey demonstrated that for the vast majority of hotel guests, the effect of each of the 25 atmospheric elements is quite or absolutely important for the satisfaction they get from their stay. As a new framework for further understanding of the hotel lobbies’ effect on customer satisfaction, the lobbyscape concept could provide significant opportunities to increase sales, contribute to the overall quality of customer service, and be considered as a vital part of the overall hotel services’ perceived value.

Tourists nowadays do not travel only to experience a destination or visit attractions at different destinations, but also to find, explore, change and/or create their ‘self’ or fill their higher self needs. The present research constitutes a first attempt to explore the novel concept of self-love in tourism and examine which types of tourists develop this type of love. Two separate qualitative efforts were undertaken to gather primary data from tourists. The findings reveal that self-love is a higher self-need and a multi-item construct. Furthermore, results show that individuals from different cultures who are generally older, highly educated, of high monthly income, and mainly singles tend to develop self-love emotions at destinations and are repeat visitors to them. Hence, the present research opens up a new research area in affective attunements and certainly adds up to the discourse of an emotional birth of constructive values that is apparently rather absent in tourism literature. The proposed self-love framework could be useful for tourism providers in order to develop more meaningful, transformational or/and emotional experiences that better fulfil the self needs of tourists. Managerial targeted strategies are suggested for tourism experts in order to satisfy the self-lovers inner needs, as well as strengthen their loyalty programs, which could focus on intrinsic motives and sophisticated rewards that require ongoing (intellectual) interaction. Finally, new directions for further research have emerged.

In every corner of the world, we observe that tourism destinations, having understood the importance of dance events, try to increase the presentation of such dance events, with the aim to attract and entertain tourists. Dance tourism constitutes a part of cultural tourism since, through that, opportunities for cultural experience are provided to tourists. The main aim of the present research is the investigation of the similarities and differences between Greek and Russian dance tourists towards dance tourism in a tourism destination (Patras, Greece), regarding: (a) the Demographic characteristics, (b) attitude towards dance tourism, and (c) attitude towards Patras as a dance tourism destination. Results show that younger individuals, mainly women, that are single, of high educational level, private-sector employees mainly, and of medium income are interested in dance tourism. Moreover, several interesting results found regarding attitude towards dance tourism, and attitude towards dance tourism destinations. The contribution of this study is twofold. For both For academia, this research might deepen the understanding of dance tourism travellers and its impact on destinations products formulation. For practitioners, this kind of approach might provide new and strategically important knowledge about attracting dance tourists.