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Article

Crystal Fulton

Teaching and learning online during the Covid-19 pandemic has forced university instructors to consider online alternatives to the classroom. It is possible to facilitate…

Abstract

Purpose

Teaching and learning online during the Covid-19 pandemic has forced university instructors to consider online alternatives to the classroom. It is possible to facilitate students’ learning in the digital environment in similar ways to the traditional face-to-face classroom. The inclusion of e-guests in the digital learning space presents one such opportunity. The purpose of this paper is to discuss the use of e-guests in online learning.

Design/methodology/approach

This paper presents a case study, following a postgraduate class and the role of the e-guest in students’ synchronous online learning.

Findings

E-guests facilitated student learning. Their approaches to learning ranged from slides to discussions. Students responded well to this method of learning.

Practical implications

There is potential for enhancing student learning through the inclusion of e-guests, who bring their expertise to the classroom. E-guests from different regions offer students an opportunity to learn from specialists they would not necessarily have access to in the traditional classroom.

Originality/value

E-guests offer one important potential means of enriching online teaching.

Details

Information and Learning Sciences, vol. 121 no. 7/8
Type: Research Article
ISSN: 2398-5348

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Article

Tim Lockyer

A comparative study was undertaken analysing what accommodation managers and business guests believed were the factors influencing accommodation selection. It was…

Abstract

A comparative study was undertaken analysing what accommodation managers and business guests believed were the factors influencing accommodation selection. It was discovered that business guests rated “bathroom and shower quality”, “standard of bedroom maintenance” and “comfort of mattress and pillow” highly, while accommodation management rated “courteous, polite, well‐mannered staff”, “enthusiasm, and commitment of staff” and “efficiency of front desk” highly. In contrast, both the business guests and accommodation managers indicated that the cleanliness of the hotel was the most significant factor influencing accommodation selection. The research also identified that there was a statistically significant difference in many items in the survey between what management and guests believed were important, which indicates a lack of understanding by management. The ramifications for management who do not provide those items important to guests are lower occupancy rates and guest dissatisfaction. Further, spending time and money on items that are not so important to guests may not be a wise use of resources. Regarding the question of whether managers understand their guests, this research indicates that they do not.

Details

International Journal of Contemporary Hospitality Management, vol. 14 no. 6
Type: Research Article
ISSN: 0959-6119

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Article

Laetitia Radder and Yi Wang

This study aims to determine similarities and differences in business travellers' expectations and managers' perceptions of the service provided by guest houses.

Abstract

Purpose

This study aims to determine similarities and differences in business travellers' expectations and managers' perceptions of the service provided by guest houses.

Design/methodology/approach

Two questionnaires with seven‐point Likert scales were used to measure travellers' expectations of guest house service and managers' perceptions of these expectations. Data was analysed using Statistica Version 6.1 by employing factor analysis and ANOVA tests.

Findings

Business travellers deemed secure parking and the professionalism of staff as the most important attributes, while guest house managers thought it would be friendliness of front desk staff and efficient handling of complaints. Both groups indicated that cleanliness of rooms and services performed by staff adequately the first time, were of particular importance. The importance rating of the different service dimensions was not significantly influenced by the business travellers' gender, managerial position, nights of stay or by the guest house grading. Managers mostly overestimated guests' expectations.

Research limitations/implications

The limitation of the study is the relatively small sample used (50 guest house managers and 300 business travellers within one city). Future research needs to examine a broader sample of guest house managers and could compare the expectations of different types of guests.

Practical implications

It is worth noting that guest house managers had overestimated the expectations of business travellers regarding the service provided. Management should focus on service dimensions important to guests and not those based on own opinions.

Originality/value

An understanding of business travellers' expectations could lead to their needs being more closely addressed and satisfaction levels being raised.

Details

International Journal of Contemporary Hospitality Management, vol. 18 no. 7
Type: Research Article
ISSN: 0959-6119

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Article

Beverley Sparks

Guest history is a valuable service and marketing tool. Inparticular, it is likely to become a strategic device for thedevelopment of brand loyalty in the 1990s. Reports…

Abstract

Guest history is a valuable service and marketing tool. In particular, it is likely to become a strategic device for the development of brand loyalty in the 1990s. Reports on a nationwide Australian study of 121 hotels′ use of guest history, and describes some of the key opportunities for optimizing the guest history function. The findings suggest that while guest history is being widely utilized by hotels, the extent of that utilization is limited. Three major areas for developing strategies to optimize the guest history function were found to include: specific guest history training modules; an internal service orientation emphasizing the organization‐wide usage of guest history to service the customer better; and further enhancement of the use of guest history for increasing brand loyalty.

Details

International Journal of Contemporary Hospitality Management, vol. 5 no. 1
Type: Research Article
ISSN: 0959-6119

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Article

Sai Liang, Xiaoxia Zhang, Chunxiao Li, Hui Li and Xiaoyu Yu

Due to their very different contexts, the responses made by property hosts to online reviews can differ from those posted by hotel managers. Thus, the purpose of this…

Abstract

Purpose

Due to their very different contexts, the responses made by property hosts to online reviews can differ from those posted by hotel managers. Thus, the purpose of this study is to investigate the determinants of the responding behavior of hosts on peer-to-peer property rental platforms.

Design/methodology/approach

This study applied a comprehensive framework based on the theory of planned behavior. Empirical models are constructed based on 89,967 guest reviews with their associated responses to reveal the responding pattern of property hosts.

Findings

Unlike hotel managers, property hosts are more likely to reply to positive than to negative reviews; moreover, when they do choose to respond to negative reviews, they are likely to do so negatively, in a “tit-for-tat” way. This study also finds that one reason for the difference of responding patterns between property hosts and hotel managers is the hosts’ lack of experience of consumer relationship management and service recovery.

Research limitations/implications

This study provides a good start point for future theoretical development regarding effective responding strategy on peer-to-peer property rental platforms, as well as some useful implications for practitioners.

Originality/value

This study is an early attempt to analyze the impact of the particularity of emerging platforms on the responding behavior of service providers based on a comprehensive conceptual framework and empirical model thus provides a good starting point for the further investigation of effective response strategies on these emerging platforms.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 3
Type: Research Article
ISSN: 0959-6119

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Article

Padma Panchapakesan, Muslim Amin and Halimin Herjanto

The objective of this study is to investigate the effect of service excellence and guest delight on guest affective commitment to luxury restaurants, more specifically…

Abstract

Purpose

The objective of this study is to investigate the effect of service excellence and guest delight on guest affective commitment to luxury restaurants, more specifically, the mediating effect of guest delight in the relationship between service excellence and guest affective commitment.

Design/methodology/approach

Data were collected from 270 guests with a response rate of 67.5%. SmartPLS software was used for data analysis.

Findings

The findings indicate that service excellence and guest delight had increased guest affective commitment to the luxury restaurant. It has been determined that guest delight acts as a mediator between service excellence and guest affective commitment.

Practical implications

Providing a high level of service excellence and delighting, thereby encouraging luxury guests to have a high level of commitment to the restaurant. Therefore, luxury guests' expectations must be exceeded to obtain their commitment to the restaurant.

Originality/value

This research study provides a substantial contribution to the hospitality literature by providing a significant concept of guest delight that can offer the opportunity to establish a new understanding of guest affective commitment in the luxury restaurant context.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

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Article

Marian Makkar, Sheau-Fen Yap and Russell Belk

This paper aims to examine the role of technology in shaping the interplay between intimate and economic relations in collaborative consumer networks (CCNs).

Abstract

Purpose

This paper aims to examine the role of technology in shaping the interplay between intimate and economic relations in collaborative consumer networks (CCNs).

Design/methodology/approach

This research is based on a three-year participatory netnographic and ethnographic field study of hosts, guests and community members within the Airbnb home-sharing network in New Zealand. The data consist of interviews, online and offline participant observations and brief discussions onsite (large-scale Airbnb events, host meetups and during Airbnb stays).

Findings

The findings reveal how technologies shape the relational work of home-sharing between intimate and economic institutions through grooming, bundling, brokerage, buffering and social edgework. This paper proposes a framework of triadic relational work enacted by network actors, involving complex exchange structures.

Research limitations/implications

This study focusses on a single context – a market-mediated home-sharing platform. The findings may not apply to other contexts of economic and social exchanges.

Practical implications

The study reveals that the construction of specific relational packages by Airbnb hosts using their digital technologies pave a path for home-sharing to skirt the norms of the home as a place of intimacy and the market as a place for economics. This allows these two spheres to flourish with little controversy.

Originality/value

By augmenting Zelizer’s relational work, this study produces theoretical insights into the agentic role of technology in creating and stabilising a CCN.

Details

European Journal of Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0309-0566

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Article

Parvinder Kour, Aruditya Jasrotia and Sudhanshu Gupta

The emerging situation of pandemic due to COVID-19 has not only influenced the daily life but also the society and travel activities around the world thereby depriving…

Abstract

Purpose

The emerging situation of pandemic due to COVID-19 has not only influenced the daily life but also the society and travel activities around the world thereby depriving tourists (especially who are already on the move) of facilities and even making them to look for desperate alternatives. Such situation in fact may draw a long-term impact on guest–host relationship while residents’ behavior reflects hostility toward the tourists. Such kind of interactions contributes toward tourists’ perception and experience about the destination and its services thereby affecting their level of acceptance and tolerance for tour and travel activities (Armenski et al., 2011). Moreover, the guest–host relationship has mostly been studied with perspective of and focus on residents/host and not enough on tourists (Skipper, 2009; Vargas-Sánchez et al., 2014). Keeping this in view, this paper aims to analyze the impact of pandemic situation on guest–host relationship and its future impact on travel intentions among the tourists in India.

Design/methodology/approach

The study undertakes the help of in-depth interviews and extracting themes to understand the guest–host relationship and the perspective of tourists in challenging times like COVID-19 and its impact on the relationship. The secondary sources have been adopted to retrieve the data related to current status of travel industry in India. In-depth interviews were conducted online to gather data for the qualitative analysis regarding the research. Further, the data has been analyzed for retrieving a dimensional approach to subject area.

Findings

The data from participant observation showed that the hosts displayed panic, mistrust and irresponsible behavior toward the guests, and this clearly indicates that the pandemic situation has a highly negative impact on the image of the community and the destination. This ultimately affects the guest–hosts relationships in the long term. Most of the tourists showed that they were okay with following the rules and respect local culture but were expecting support from local community during distress. It was found that there were two female tourists who were asked to vacate the accommodation, which can be considered as an inappropriate and extreme behavior. Thus, COVID-19 is not only causing a threat to the tourism presently but will have a prolonged influence on guest–host relationship as negative interaction or experiences are supposed to be frequently radiated by the tourists (de Albuquerque and McElroy, 2001).

Originality/value

There is no dearth of studies focusing on travel behavior dimensions, whereas the linkage of residents’ behavior toward it still requires much consideration and analyzing simultaneously. The study looks into the area of guest–host relationship and tries to explore it from the perspective and significance of tourist (guest) rather than the much read and researched resident (host) perception at the center. The findings of the study could be helpful in drawing the strategic framework for the industry to handle and sustain the guest–host relation so as to safeguard the future of tourism and sustain potential travel market reiterating the significance of tourists/guests and their perspective about the hosts, in developing and growing the tourism of a destination.

Details

International Journal of Tourism Cities, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2056-5607

Keywords

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Abstract

Details

Tourism, Trade and National Welfare
Type: Book
ISBN: 978-0-44451-707-4

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Article

Sha Wang, Kam Hung, Minglong Li and Hailian Qiu

Although the number of guest houses in China is increasing rapidly, many of them are not performing well in developing customer loyalty. Self-congruity and functional…

Abstract

Purpose

Although the number of guest houses in China is increasing rapidly, many of them are not performing well in developing customer loyalty. Self-congruity and functional congruity represent two cost-effective but inadequately researched ways for guest houses to maintain customers. In view of the lack of empirical research explaining the post-purchase behavior of guest house customers, the purpose of this study is to develop a congruity-based customer loyalty model for this specialized type of accommodation.

Design/methodology/approach

Based on a review of relevant literature, a robust conceptual framework of customer loyalty comprising satisfaction, self-congruity, functional congruity, perceived value and attractiveness of alternates was constructed. By means of an online panel survey, 828 valid questionnaires were obtained from customers who had stayed in a Chinese guest house within the previous year. Structural equation modeling was conducted to test the conceptual model and the hypothesized relationships among the constructs.

Findings

Significant relationships were found between the two congruity constructs in guest houses, which both led to positive customer post-purchase behaviors. The authors found that self-congruity, functional congruity and the attractiveness of alternates did not affect customer loyalty directly; rather, they influenced loyalty indirectly through customer satisfaction.

Originality/value

This study developed a unique, congruity-based model of customer loyalty in the context of guest houses. It enhances the body of knowledge regarding congruity in the field of tourism and hospitality, and it discusses relevant implications of the findings for tourism marketing researchers and for owner-managers of guest houses.

研究目的

虽然民宿增长迅速, 多数民宿在顾客忠诚上表现较差。自我一致性和功能一致性作为民宿维持顾客的有效手段, 在学术上研究较少。鉴于学界缺乏对民宿顾客购后行为的实证研究, 本研究试图构建一个基于一致性的民宿顾客忠诚模型。

研究方法

在文献综述基础上, 我们构建了一个基于一致性的顾客忠诚模型。用在线样本库的方法调查了过去一年有过民宿住宿体验的顾客, 最终收集了828份有效问卷。

研究结果

研究发现, 两个一致性表现对顾客的购后行为存在显著影响。同时, 本研究显示, 自我一致性, 功能一致性和替代者吸引力并不直接影响顾客忠诚, 而是通过影响顾客满意影响忠诚。

研究价值

基于一致性的新视角, 民宿顾客忠诚模型被重塑。本研究可以加深对接待业自我一致性研究的理解, 并为旅游营销研究提供启示。论文最后还讨论了研究结果对民宿研究和管理者的启示。

Propósito

Aunque el número de casas de huéspedes en China está aumentando rápidamente, muchas de ellas no están funcionando bien en el desarrollo de la lealtad del cliente. La autocongruencia y la congruencia funcional representan dos formas rentables pero inadecuadamente investigadas para que las casas de huéspedes mantengan clientes. En vista de la falta de investigación empírica que explique el comportamiento posterior a la compra de los clientes de la casa de huéspedes, el presente estudio busca desarrollar un modelo de lealtad del cliente basado en la congruencia para este tipo especializado de alojamiento.

Diseño/metodología/enfoque

Con base en una revisión de literatura relevante, construimos un marco conceptual robusto de lealtad del cliente que comprende satisfacción, autocongruencia, congruencia funcional, valor percibido y atractivo de alternativas. Mediante una encuesta de panel en línea, obtuvimos 828 cuestionarios válidos de clientes que se habían alojado en una casa de huéspedes china durante el año anterior. Se realizó un modelado de ecuaciones estructurales para probar el modelo conceptual y las relaciones hipotéticas entre los constructos.

Hallazgos

Se encontraron relaciones significativas entre las dos construcciones de congruencia en las casas de huéspedes, lo que condujo a comportamientos positivos posteriores a la compra del cliente. Descubrimos que la autocongruencia, la congruencia funcional y el atractivo de las alternativas no afectaban directamente la lealtad del cliente; más bien, influyeron indirectamente en la lealtad a través de la satisfacción del cliente.

Originalidad/valor

Este estudio desarrolló un modelo único de lealtad del cliente basado en la congruencia en el contexto de las casas de huéspedes. Mejora el conjunto de conocimientos sobre congruencia en el campo del turismo y la hospitalidad, y analiza las implicaciones relevantes de los hallazgos para los investigadores de marketing turístico y para los propietarios-gerentes de casas de huéspedes.

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