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Article
Publication date: 2 November 2022

Mei-Yu Wang, Yong-Quan Li, Wen-Qi Ruan and Shu-Ning Zhang

This study aims to analyze how bed and breakfast (B&B) experience influences customer value cocreation (CVCC) through emotional psychological factors under the social servicescape…

Abstract

Purpose

This study aims to analyze how bed and breakfast (B&B) experience influences customer value cocreation (CVCC) through emotional psychological factors under the social servicescape (SSC).

Design/methodology/approach

A moderated chain mediation model was constructed based on the SSC framework. This study collected 722 valid questionnaires through convenience sampling in Xiamen, China, and tourists with B&B experiences were taken as samples. A structural equation model analysis was used to test relevant hypotheses.

Findings

Results reveal that B&B experience is the core factor to stimulate CVCC. In this process, the individual emotional psychological factors [pleasant arousal (PAL) and place attachment (PAT)] play the critical chain mediating role. In addition, localness positively moderates the reinforcing effect of B&B experience on PAL and strengthens the positive effect of PAL on PAT.

Practical implications

The findings can provide useful CVCC strategies for B&B operators. They can achieve CVCC by enhancing customer experiences, strengthening emotional interactions and building local culture, thereby improving the competitiveness of B&Bs.

Originality/value

Current research lacks an in-depth analysis on the internal relationship and logic between B&B experience and CVCC, especially from emotional psychological perspectives. To the best of the authors’ knowledge, this study is one of the first studies to reveal the mechanism of the CVCC process of B&Bs under the SSC from an emotional psychological perspective. It provides a new theoretical model for research on the CVCC of experience-dominant logic.

目的

本研究旨在分析社会服务场景下, 民宿体验如何通过情感心理影响顾客的价值共创。

设计/方法/途径

基于社会服务场景框架, 本研究构建了一个有调节的链式中介模型。研究者针对具有民宿住宿体验的游客进行调查, 在中国厦门采用便利抽样技术收集了722份有效问卷, 并采用结构方程模型检验提出的相关假设。

研究发现

在社会服务场景下, 民宿体验是激发顾客价值共创的核心因素。在此过程中, 个体情感心理因素(愉悦唤醒和地方依恋)发挥了重要的中介作用, 有效衔接了民宿体验到顾客价值共创的实现过程。此外, 地方性是独特的地方文化体验因子, 正向调节了民宿体验对愉悦唤醒的强化作用, 也增强了愉悦唤醒对地方依恋的积极作用。

实践意义

研究结论为民宿管理者如何提升顾客价值共创贡献了经营策略。民宿管理者可以通过提升顾客体验、加强情感互动和打造地方文化来实现价值共创, 进而提升民宿竞争力。

原创性/价值

当前关于民宿体验与顾客价值共创之间的内在关系及逻辑缺乏深入分析, 仍缺乏情感心理视角的探索。本研究首次从情感心理视角揭示了社会服务场景下民宿顾客价值共创的过程机理, 为以顾客体验为主导逻辑的价值共创研究提供了新的理论模型。

Objetivo

Este estudio pretende analizar cómo la experiencia en un B&B influye en la cocreación de valor para el cliente (CVCC) a través de factores psicológicos emocionales en el marco social del servicescape.

Diseño/metodología/enfoque

Se construyó un modelo de mediación en cadena moderado basado en el marco social del servicescape. En este estudio se recogieron 722 cuestionarios válidos mediante un muestreo de conveniencia en Xiamen, China, y se tomaron como muestra turistas con experiencias en establecimientos Bed and Breakfast (B&B). Se utilizó un análisis de modelo de ecuaciones estructurales (SEM) para poner a prueba las hipótesis pertinentes.

Conclusiones

Los resultados revelan que la experiencia en el B&B es el factor central para estimular la CVCC. En este proceso, los factores psicológicos emocionales individuales (excitación placentera y apego al lugar) desempeñan un papel mediador en cadena. Además, el carácter local modera positivamente el efecto de refuerzo de la experiencia de B&B sobre la excitación placentera y refuerza el efecto positivo de la excitación placentera sobre el apego al lugar.

Implicaciones prácticas

Los resultados pueden proporcionar estrategias de CVCC útiles para los operadores de B&B. Pueden lograr la CVCC mejorando las experiencias de los clientes, reforzando las interacciones emocionales y construyendo la cultura local, mejorando así la competitividad de los B&B.

Originalidad/valor

La investigación actual carece de un análisis en profundidad sobre la relación interna y la lógica entre la experiencia de los B&B y la CVCC, especialmente desde las perspectivas psicológicas emocionales. Este estudio es uno de los primeros que revela el mecanismo del proceso de CVCC de los B&B bajo el modelo social del servicescape desde una perspectiva psicológica emocional. Proporciona un nuevo modelo teórico para la investigación sobre la CVCC en la lógica dominante de la experiencia.

Article
Publication date: 19 June 2019

Daniel Guttentag

The purpose of this paper is to review the extant literature on Airbnb – one of the most significant recent innovations in the tourism sector – to assess the research progress…

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Abstract

Purpose

The purpose of this paper is to review the extant literature on Airbnb – one of the most significant recent innovations in the tourism sector – to assess the research progress that has been accomplished to date.

Design/methodology/approach

Numerous journal databases were searched, and 132 peer-reviewed journal articles from various disciplines were reviewed. Key attributes of each paper were recorded, and a content analysis was undertaken.

Findings

A survey of the literature found that the majority of Airbnb research has been published quite recently, often in hospitality/tourism journals, and the research has been conducted primarily by researchers in the USA/Canada and Europe. Based on the content analysis, the papers were divided into six thematic categories – Airbnb guests, Airbnb hosts, Airbnb supply and its impacts on destinations, Airbnb regulation, Airbnb’s impacts on the tourism sector and the Airbnb company. Consistent findings have begun to emerge on several important topics, including guests’ motivations and the geographical dispersion of listings. However, many research gaps remain, so numerous suggestions for future research are provided.

Practical implications

By reviewing a large body of literature on a fairly novel and timely topic, this research provides a concise summary of Airbnb knowledge that will assist industry practitioners as they adapt to the recent rapid emergence of Airbnb.

Originality/value

This is the first paper to review the extant literature specifically about Airbnb.

研究目的

本论文旨在审视过去文献对Airbnb的研究-旅游业中最显著发明之一-以衡量迄今为止的研究发展历程。

研究设计/方法/途径

经过大量文献搜索,共132份同行评审型期刊文章,来自不同研究领域,被作者审阅。每个文章的关键词被摘抄出来,本论文采用内容分析方法来分析文本。

研究结果

经过文献综述,作者发现大多数Airbnb研究都发表在近几年,往往发表在酒店/旅游期刊。期刊文章作者集中在美国/加拿大和欧洲。基于内容分析结果,发表的期刊文章被分类在六个主题-Airbnb顾客、Airbnb服务提供主、Airbnb供应商、以及其对旅游目的地的影响,Airbnb规范、Airbnb对旅游行业的影响、以及Airbnb公司。研究结果还归纳出几项重要的话题,包括顾客动机和民宿地理分布。然而,大多数研究空缺仍然存在,因此,本论文总结出多项未来研究方向。

研究实践意义

本论文通过审阅大量较新和及时的文献,对Airbnb的相关知识进行了精准梳理,这个研究结果对从业者适应Airbnb较新较快发展的现象,有着实践意义。

研究原创性/价值

本论文是首篇审阅有关Aribnb文献的文章。

关键词

Airbnb、文献综述、共享经济、P2P、短期出租

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 4
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 22 January 2024

Dan Huang and Songshan (Sam) Huang

This study aims to provide insights into Airbnb’s exit from the China market, specifically from the perspective of platform competition.

Abstract

Purpose

This study aims to provide insights into Airbnb’s exit from the China market, specifically from the perspective of platform competition.

Design/methodology/approach

Based on the understanding of the evolution and competition of peer-to-peer (P2P) accommodation market in China and the double-edged network effects, this viewpoint article provides an in-depth discussion on Airbnb’s withdrawal from the China market.

Findings

This viewpoint paper contends that Airbnb faced increasing challenges in establishing unique competitive advantages against local rivals, who demonstrate a capacity for innovation and maintaining loyal customers in adapting to the market evolution. Consequently, this may inhibit Airbnb from attracting the mainstream market and lead Airbnb into a negative spiral, exacerbated by indirect network effects.

Originality/value

This study offers insights into the failure of an internationalisation process, drawing from an analysis of the competitive environment and the competition strategies of P2P accommodation platforms in China. These findings have practical implications for the implementation of international business strategies in P2P accommodation.

研究目的

本观点文章旨在基于平台竞争的视角对爱彼迎退出中国的现象进行阐释

研究设计/方法

基于对中国共享住宿/民宿市场的演变和竞争、双边网络效应的理解, 本文对爱彼迎退出中国进行了深入探讨。

研究结果

本文提出, 爱彼迎在建立独特竞争优势以应对本地竞争对手方面面临日益严峻的挑战, 因为本地竞争者在适应市场变化方面展现出突出的创新和留客的能力。这可能会阻碍爱彼迎吸引主流市场, 并导致其跌入由间接网络效应加剧的恶性循环中。

原创性/价值

基于对中国共享住宿平台的竞争环境和策略的分析, 本文洞悉了一个国际化失败的案例。本文的发现对于共享住宿的国际化策略实施具有实践意义。

Objetivo

Este artículo de opinión pretende aportar ideas sobre la salida de Airbnb del mercado chino, concretamente desde la perspectiva de la competencia entre plataformas.

Diseño/metodología/enfoque

Basándonos en la comprensión de la evolución y la competencia del mercado de alojamientos P2P en China, así como en los “efectos de red de doble filo”, este artículo de opinión ofrece una discusión en profundidad sobre la retirada de Airbnb del mercado chino.

Resultados

Este documento sostiene que Airbnb enfrentó desafíos crecientes para establecer ventajas competitivas únicas frente a sus rivales locales, demostrando estos últimos una capacidad de innovación y del mantenimiento de la lealtad de sus clientes al adaptarse a la evolución del mercado. En consecuencia, esto puede inhibir a Airbnb para atraer al mercado principal y llevar a la empresa a una espiral negativa, exacerbada por efectos de red indirectos.

Originalidad/valor

Este estudio ofrece una visión del fracaso de un proceso de internacionalización, a partir de un análisis del entorno competitivo y de las estrategias de competencia de las plataformas de alojamiento P2P en China. Estos resultados tienen implicaciones prácticas para la aplicación de estrategias empresariales internacionales en los alojamientos P2P.

Article
Publication date: 14 October 2020

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 congruity…

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.

Article
Publication date: 8 December 2020

Myunghee Mindy Jeon, Miyoung Jeong and Seonjeong Ally Lee

This study examined relationships among e-stimuli and customers’ behavioral intentions and identified whether customers’ hedonic or utilitarian orientation moderation effects of…

Abstract

Purpose

This study examined relationships among e-stimuli and customers’ behavioral intentions and identified whether customers’ hedonic or utilitarian orientation moderation effects of e-stimuli on a bed and breakfast (B&B) website’s flow experience.

Design/methodology/approach

The proposed hypotheses were tested by using structural equation modeling. Two group comparisons were conducted to test moderating effects in the relationships between stimuli and flow experience.

Findings

This study determined e-stimuli affected customers’ flow experiences and causal relationships among emotions, satisfaction and behavioral intentions. It also found moderating effects of hedonic/utilitarian motivation.

Practical implications

Findings from this study could help B&B operators develop online marketing strategies.

Originality/value

This study developed a framework of e-stimuli in a B&B website setting to address customers’ psychological behaviors to understand the practical needs of the B&B industry and customers’ expectations.

研究目的

本论文检验了网络刺激与消费者行为意向之间的关联, 并且指出具体消费者享乐主义动机和功利主义动机在网络刺激对民宿网站的整体感受之间的调节作用。

研究设计/方法/途径

本论文采用SEM对提出的假设进行验证, 并且采用两组对比分析针对刺激源和整体感受之间的调节作用

研究结果

研究结果确定了网络刺激对消费者整体感受的作用力, 以及情感、满意度、与行为意向之间的因果关系。此外, 研究结果还发现享乐/功利动机的调节作用。

研究现实意义

本研究结果帮助民宿业主开发在线营销策略。

研究原创性/价值

本论文开发一个民宿网站的网络刺激模型, 来解决消费者的心理行为, 以了解民宿产业的实际需求和消费者期望。

Article
Publication date: 25 August 2021

Haiying Pan, Meihong Chen and Wen-Lung Shiau

The public health emergency of COVID-19 (Corona-virus disease) pandemic has greatly impacted tourism industry, especially in the rural tourism. This paper aims to study how rural…

Abstract

Purpose

The public health emergency of COVID-19 (Corona-virus disease) pandemic has greatly impacted tourism industry, especially in the rural tourism. This paper aims to study how rural tourism practitioners can get out of the mire of the pandemic. By analyzing the behaviors of various stakeholders and the logic of the impact of the pandemic, the behaviors of participants and future development were sorted out. The key elements that promote the recovery of rural tourism were discovered.

Design/methodology/approach

Based on the framework of institute analysis and development (IAD), this research selected six rural tourist communities in China as subjects for the studies. Based on the seven basic principles of hermeneutics and the inductive research method, following the analysis method of “first-order coding, second-order coding, aggregated dimensions,” the texts obtained through in-depth interview and work reports were analyzed and concepts were extracted.

Findings

The paper extracted 44 first-order concepts and 14 second-order concepts, and obtained 7 aggregation dimensions, including policy formulation and implementation, improvement of integrated marketing capabilities, improvement of tourism product quality, restrictions on rural tourism development, protection and optimization of environmental resources, industrial integration strategies and improvement of managerial and coordinating capabilities. During the pandemic, the government, enterprises and associations, as the service providers of rural tourism, can optimize the environmental resources and industrial resources of rural tourism by formulating policies, refining products and strengthening marketing in the action arena, to promote the industrial integration of rural tourism and provide better products and services for tourists.

Originality/value

This paper uses the IAD framework to study how rural tourism communities can successfully recover from the impact of the pandemic. It is found that the rapid recovery of rural tourism is the result of collective action. The core of establishing the collective action mechanism of rural tourism is consensus mechanism, co-construction mechanism and sharing mechanism. By studying the path and possibility of collective action of rural tourism communities, this paper explores the approach of multi-center governance of rural tourism communities to promote the imminent recovery of rural tourism.

研究目的

新冠疫情(COVID-19)对旅游业,尤其是乡村旅游产生了极大影响。本文旨在探究乡村旅游从业者如何摆脱疫情危机。研究通过分析疫情带来的影响及各利益相关者的反应,梳理旅游从业者的行为,探究乡村旅游未来的发展。研究指出了促进乡村旅游复苏的关键因素。

研究设计/方法/途径

基于制度分析与发展(IAD)理论框架,本文选取中国境内6个乡村旅游目的地作为研究对象。采用解释学七大基本原则和归纳式研究方法,通过对深度访谈和政府工作报告获得的文本进行分析,提取出“一阶编码、二阶编码、聚合维度”。

研究结果

研究提取44个一阶编码和14个二阶编码,最终得到7个聚合维度,包括政策制定与实施、整合营销能力提升、旅游产品质量提升、乡村旅游发展制约因素、保护和优化环境资源、实施产业整合战略和提高管理协调能力。疫情期间,政府、企业和协会作为乡村旅游的服务提供者,可以通过制定政策、改善产品、加强营销,优化乡村旅游的环境资源和产业资源,推动乡村旅游产业融合,为游客提供更好的产品和服务。

研究原创性/价值

本文利用IAD框架研究乡村旅游在疫情中的复苏。研究发现,乡村旅游的快速复苏是集体行动的结果。建立乡村旅游集体行动机制的核心是共识机制、共建机制和共享机制。本文通过研究乡村旅游社区集体行动的路径和可能性,探索乡村旅游多中心治理的途径,促进乡村旅游复苏。

Article
Publication date: 28 August 2020

Yan Feng, Xiaolian Chen and Ivan Lai

B&B stays have enjoyed popularity in China over recent decades. This study examines the impacts of the three dimensions of tourist experiential quality on the perceived functional…

Abstract

Purpose

B&B stays have enjoyed popularity in China over recent decades. This study examines the impacts of the three dimensions of tourist experiential quality on the perceived functional and emotional value and customer satisfaction with B&B stays in Southwestern China.

Design/methodology/approach

Questionnaires were collected from 433 Chinese visitors in Southwestern China. Partial least squares–structural equation modeling (PLS-SEM) was used to test the significance of the relationship that exists among experiential quality, perceived value and tourist satisfaction.

Findings

The research results proved that experiential quality predicts customer satisfaction with B&B stays as mediated by perceived functional and emotional values. The specific experiential quality - fun – has the strongest effect on both perceived functional value and emotional value between the three dimensions of experiential quality.

Research limitations/implications

Since fun is viewed as the most significant element, B&B providers should consider creating a more joyful encounter for tourists. They should enrich the activities and improve service to strengthen the experiential quality perceived by the tourists. Both relational experiences and authentic local experiences should be incorporated into the activities and services provided.

Originality/value

This is likely to be the first study to investigate the influence of three dimensions of experiential quality on perceived functional and emotional value and satisfaction from the B&B industry in China. The findings provide value through actionable insights into experiential qualities, functional and emotional values that drive tourist satisfaction.

Details

Journal of Hospitality and Tourism Insights, vol. 4 no. 1
Type: Research Article
ISSN: 2514-9792

Keywords

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