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Article
Publication date: 7 October 2020

Miyoung Jeong and Marketa Kubickova

Creating memorable experiences for customers at the individual property is one of the primary goals in hotel management across all segments. Adopting the concept of the…

Abstract

Purpose

Creating memorable experiences for customers at the individual property is one of the primary goals in hotel management across all segments. Adopting the concept of the ingredient branding, this study aims to attempt to identify the effects of bathroom amenity brands on customers' attitudes toward the hotel brand image and their behavior intentions toward a hotel brand. Specifically, this study assesses the importance of bathroom amenities on customer experience. It also examines the effects of bathroom amenity and their sustainable practices on hotel brand image and behavior intentions. Lastly, it provides suggestions for hoteliers in selecting right and appealing bathroom amenities while enhancing customers' hotel experience.

Design/methodology/approach

This study employed a 3 (hotel service level: economy, midscale, vs luxury) × 2 (bathroom amenity brand: luxury vs general) × 2 (bathroom amenity packaging: bottle vs dispenser) between-subjects experimental design. A total of 557 useable surveys were obtained to test the study's hypotheses.

Findings

The results reveal that customers had a better hotel image when high-end brand bathroom amenities in a bottle were offered. Specifically, when economy hotels provided high-end brand bathroom amenities, customers had a better hotel image, which lead to strong return intentions. Typically, bathroom amenities in the bottle were perceived better than those in the dispenser when it came to the hotel image.

Practical implications

The findings of this study reconfirm that the level of hotel service, bathroom amenity brand and bathroom amenity packaging jointly affect hotels' overall image. Specifically, the generic bathroom amenity in the dispenser somewhat degrades the image of the hotel for economy hotels; however, the image of hotel is not significantly affected by the type of bathroom packaging when the hotel has luxury bathroom amenities. Thus, hotel management should pay more attention to selecting the bathroom amenity brand, which can offer more memorable experience for customers.

Originality/value

Little research has been documented on the effects of hotel bathroom amenity brands on customers' attitudes toward hotel brand image and their psychological behaviors in the hotel industry, lacking rigorous theoretical examinations. The current study provides several important contributions not only to the body of knowledge but to the hotel industry.

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
Publication date: 4 December 2019

Pui-Yee Ho, Sheau-Ting Low, Siaw-Chui Wee and Weng-Wai Choong

The purpose of this paper is to propose a short-term renters’ preference profile for peer-to-peer (P2P) accommodation selection in the housing market in Kuala Lumpur…

Abstract

Purpose

The purpose of this paper is to propose a short-term renters’ preference profile for peer-to-peer (P2P) accommodation selection in the housing market in Kuala Lumpur, Malaysia. The emergence of P2P accommodation was initiated by the concept of a sharing economy, allowing the peer provider to share personal properties with the peer end-users. As the housing market has become more competitive, understanding the preference profile among short-term renters is advantageous to offer a matching marketing mix to the targeted customers.

Design/methodology/approach

This study uses qualitative method associated with thematic analysis. A total of 10,509 reviews on Airbnb were gathered from 377 properties in Kuala Lumpur Federal Territory from 2013 to 2017. Thematic analysis assisted by NVivo software was applied to analyse the empirical data. In total, 14 attributes were identified which could be categorised into 5Ps. The concept of 5Ps adopted from modern marketing is commonly used to categorise the strategies in the marketing process. In the current context, 5Ps is used to categorise the preference of the short-term renter in their selection of P2P accommodation including product, price, promotion, process and people.

Findings

This paper has developed a preference profile for P2P accommodation selection in Malaysia’s housing market. In total, 14 attributes were identified and categorised into the 5Ps of marketing mix. The results showed that the majority of short-term renters were concerned mostly with product (73.2 per cent), followed by people (14.5 per cent), process (10.1 per cent), price (2.0 per cent) and promotion (0.2 per cent).

Originality/value

This study contributes to existing literature with a novel case in Malaysia’s housing market by identifying the short-term renter’s preference in the P2P accommodation selection in the Malaysian housing market, specifically in Kuala Lumpur. The preference profile provides guidance for property owners and developers in the housing market to offer the right product in enhancing the marketability and rentability of the property.

Details

International Journal of Housing Markets and Analysis, vol. 13 no. 5
Type: Research Article
ISSN: 1753-8270

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Article
Publication date: 23 November 2019

Anna Shnyrkova and Marina Predvoditeleva

The purpose of this study is to identify Halal hotel attributes demanded by the Russian Muslim travelers. Following this, the study aims to investigate whether gender and…

Abstract

Purpose

The purpose of this study is to identify Halal hotel attributes demanded by the Russian Muslim travelers. Following this, the study aims to investigate whether gender and types of travelers influence the demand for Halal hotel attributes.

Design/methodology/approach

Semi-structured interviews were conducted to localize the list of Halal hotel attributes for the Russian business context. A self-administrated online questionnaire was designed, distributed and collected from 191 Russian Muslim customers, who have stayed at Halal hotels in the past 12 months. Data analysis includes a t-test and analysis of variance.

Findings

The study revealed a list of Halal attributes demanded by Russian Muslim customers. Also, the findings indicate that the list of the attributes demonstrated the differences in the requested attributes between gender and types of travelers.

Research limitations/implications

The study came across three main limitations. The first was that the respondents surveyed were leisure tourists. Second, the majority of the respondents have university degrees. Third, the research sample is limited to approximately 200 respondents. This research primarily contributes to tourism and hospitality management, and consumer behavior literature, as this is the first study yielding insights on a new demographic: Russian Muslim tourists.

Practical implications

The study provides a clear understanding of the Halal hotel attributes demanded by Russian Muslims that can help hotel managers to accommodate the needs of this group while, at the same time, meeting the requirements of guests of different religions.

Social implications

The study contributes to improving social relationships within the Russian Federation as it improves society’s understanding of the life principles of Muslims.

Originality/value

This is the first study investigating the demand for Halal attributes by Russian Muslim tourists. By partly covering the empty research field on this topic, the study provides meaningful direction to future research of the Russian hotels’ Halal services from both supply and demand perspectives.

Details

Journal of Islamic Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1759-0833

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Content available
Article
Publication date: 12 June 2019

Joern Buehring and Barry O’Mahony

Managing the customer experience is critical for hospitality businesses because business viability can depend on the delivery of valued guest experiences. The industry…

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Abstract

Purpose

Managing the customer experience is critical for hospitality businesses because business viability can depend on the delivery of valued guest experiences. The industry lacks research that can assist in developing the specific measures and tools to design experiences that meet guests’ expectations. The purpose of this paper is to identify the constructs and generators of memorable experiences (ME) from the perspectives of luxury hotel hosts and guests.

Design/methodology/approach

Data were collected in two sequential phases. In the first phase, non-probability sampling was used to engage luxury hotel experts in a Delphi study. This was followed by in-depth, face-to-face interviews with frequently staying luxury hotel guests.

Findings

In total, 40 value generating factors emerged from the host data. These were validated with guests; however, guests also revealed a further 19 value generating factors that develop ME. These factors were clustered into five constructs and formulated into a ME framework that presents the constructs and supporting variables that can facilitate memorable luxury hotel experiences.

Research limitations/implications

Guests were asked to recall previous luxury hotel experiences and it is acknowledged that recall of past experiences can be inaccurate. The sample size was also relatively small.

Practical implications

Critical, value generating factors were identified that hotel operators can employ to actively engage luxury hotel guests and ensure their experiences are memorable.

Originality/value

The study extends our understanding of the constructs and variables that contribute to the development of ME identifying the importance of sensory generators and the role of authenticity and destination specific culture in creating unique, ME. These key drivers can be used to increase guest satisfaction, loyalty and repeat visitation.

Details

Journal of Hospitality and Tourism Insights, vol. 2 no. 4
Type: Research Article
ISSN: 2514-9792

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Article
Publication date: 19 March 2018

Xun Xu

This study aims to investigate the online customer review behavior and determinants of overall satisfaction with hotels of travelers in various travel group compositions.

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1569

Abstract

Purpose

This study aims to investigate the online customer review behavior and determinants of overall satisfaction with hotels of travelers in various travel group compositions.

Design/methodology/approach

The author collected data from online reviews of travelers in various travel group compositions from 600 hotels in 100 of the largest cities in the USA from Booking.com and used latent semantic analysis (LSA) to identify the positive and negative factors from online reviews of travelers in various travel group compositions. Then, text regression was used to determine the influential factors of overall satisfaction of travelers in various travel group compositions.

Findings

It was found in this study that not all the positive and negative textual factors mined from travelers’ online reviews significantly influenced their overall satisfaction. In addition, the determinants of traveler satisfaction were different when travelers were in different travel group compositions.

Research limitations/implications

The author found similar online review behavior, but different basic, excitement and performance factors of travelers in different travel group compositions.

Practical implications

This study helps hoteliers understand customers’ perception of the specific attributes of their products and services, which provides a guideline for businesses to design the priority rule to improve these corresponding attributes and use market segmentation strategy when dealing with customers in different travel group compositions.

Originality/value

The author examined and compared the online review behavior and determinants of satisfaction using the factors mined from online reviews between travelers in various travel group compositions. This study combined customer ratings with textual reviews and predicted customer ratings from the factors extracted from textual reviews using LSA and text regression.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 3
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 15 July 2020

Alexis Pourcelot, Alain Coën, Richard Malle and Arnaud Simon

The purpose of this study is to highlight the determinants of market rents and to build a hedonic market rent index for each urban area and rental sector in France for the…

Abstract

Purpose

The purpose of this study is to highlight the determinants of market rents and to build a hedonic market rent index for each urban area and rental sector in France for the period 1970–2013. The authors also analyse the market rent dynamics over this period, with a special attention to the turning points in the French housing policy.

Design/methodology/approach

For this purpose, the authors implement a hedonic model, called stratified time dummy variable, using the Box–Cox transformation as a functional form.

Findings

The contribution of this study to the housing research is threefold: First, the study improves our understanding of the French’s rental submarket specificities and their valuation. It sheds new light on the determinants of rents. Second, this study builds a hedonic market rent index over the period 1970–2013 for each geographical and sectoral segment (Paris urban area, urban areas of more and less than 100,000 inhabitants and private and public rental sectors). Third, this study explains rent dynamics focusing on the turning points in the French housing policy.

Originality/value

Finally, the authors provide the first long-term market rent index in France by submarket (geographical and sectoral). In the case of the French market, no long-term market rent exists. The only long series available is an indexed rent.

Details

Journal of European Real Estate Research , vol. 13 no. 2
Type: Research Article
ISSN: 1753-9269

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Article
Publication date: 31 December 2020

Chuhan (Renee) Thomsen and Miyoung Jeong

This study aims to provide an in-depth understanding of the complex nature of Airbnb user experience by analyzing the pattern and sentiment of online reviews and assessing…

Abstract

Purpose

This study aims to provide an in-depth understanding of the complex nature of Airbnb user experience by analyzing the pattern and sentiment of online reviews and assessing the relationships among review scores.

Design/methodology/approach

Big data analysis is conducted using Airbnb users’ online reviews of 16 US cities; correlation is run on review scores.

Findings

The key themes of Airbnb users’ online reviews are “clean,” “location,” “stay,” “home,” “place,” “host,” “neighborhood” and “recommend” and users have positive Airbnb experiences in general. The score of “cleanliness” significantly affects the “overall review” score.

Research limitations/implications

This study is exploratory in nature; mixed methods should be used in the future to measure the relationship between user experience and extracted themes. As the context is in the USA in the current study, comparisons of review patterns across different countries and regions are necessary for later studies. Furthermore, future studies should consider Airbnb users’ demographics, personality and lodging preferences.

Practical implications

It is important for Airbnb hosts to maintain a clean and accessible property. Both Airbnb hosts and hoteliers should enhance the attributes that generate positive customer reviews. Each city should develop different strategies based on the performance of “cleanliness” and “overall review.”

Originality/value

This study supplements the existing literature in Airbnb user experience by analyzing online reviews in 16 US cities via Leximancer 4.0.

分析Airbnb网络评论:论美国16城市的用户体验

研究目的

本论文旨在深入了解Airbnb用户体验的复杂属性, 通过分析网络评论以及网络评分之间的关系来找寻规律和判断用户情感偏差。

研究设计/方法/途径

本论文采用大数据方式, 样本为美国16个城市的Airbnb用户网络评论; 本论文还对网络评分做出相关性分析。

研究结果

研究结果表明, Airbnb用户网络评论的关键主题为“清洁性”、“地理位置”、“居住体验”、“家”、“地点”、“招待主人”、“邻里”、以及“推荐”和用户总体来说对Airbnb有着积极体验。“清洁度”分数对“整体评论”有显著影响。

研究理论限制/启示

本论文属于开拓性研究作品; 未来项目可以采用混合方法来衡量用户体验与主题的关系。本论文的研究背景是美国, 未来研究可以做不同国家和区域的评论模式对比分析。此外, 未来研究还应该考虑Airbnb用户的统计数据指标、个性、以及住宿设施偏好。

研究实际启示

对于Airbnb住宿提供者来说, 保持设施的清洁和可使用性是非常重要的。对于Airbnb住宿主人和酒店经营者来说, 加强服务属性来提高网络好评是非常重要的。每个城市都应该基于“清洁度”和“整体评论”来开发不同的战略。

研究原创性/价值

本论文补充了现有Airbnb用户体验的文献, 通过Leximancer 4.0 软件来分析美国16个城市的网络评论

Details

Journal of Hospitality and Tourism Technology, vol. 12 no. 1
Type: Research Article
ISSN: 1757-9880

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Book part
Publication date: 12 October 2018

Amelia Tomašević

This chapter treats the luxury hotel concept and practice and its recent trends in the tourism industry. This niche market is expanding rapidly with changing global income…

Abstract

This chapter treats the luxury hotel concept and practice and its recent trends in the tourism industry. This niche market is expanding rapidly with changing global income structures and increasing complexity of the hospitality sector. Its clientele comprises quality-seeking, prestige-striving, and high-spending customers. The chapter first explores the concept of luxury in relation to hotels. It further groups various associated assets into tangibles and intangibles to discuss their recent trends across the world. It is suggested that companies and destinations active in the luxury hotel market or contemplating entry take these trends into account to gain and/or maintain competitiveness.

Details

Quality Services and Experiences in Hospitality and Tourism
Type: Book
ISBN: 978-1-78756-384-1

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Article
Publication date: 30 May 2019

Ana Brochado

This study aims to examine nature-based tourists’ experiences in tree houses using user-generated content in Web reviews. The research objectives were to identify the main…

Abstract

Purpose

This study aims to examine nature-based tourists’ experiences in tree houses using user-generated content in Web reviews. The research objectives were to identify the main dimensions of tree house experiences and test whether these dimensions vary according to different traveller-type market segments.

Design/methodology/approach

A sample of 722 Web reviews was analysed using mixed content analysis methods. Leximancer software provided computer-assisted qualitative data analysis that identified the main themes, after which further qualitative analysis identified the key narratives associated with experiences.

Findings

The results reveal that tourists are extremely satisfied with their stays in tree houses. The main themes that encompass the dominant narratives are tree house, Costa Rica, staff, morning, walk, wildlife, rainforest, opportunity to learn, trip, experience and recommendation. The narratives vary according to type of traveller.

Originality/value

The valuable insights gained emphasise the advantages of using user-generated content in tourism studies. The results also offer a better understanding of the key dimensions of this type of nature-based tourism, including a graphic representation of the main themes and concepts in guests’ narratives. In addition, the findings emphasise that nature-based tourists are not a homogeneous group and that they can be segmented according to type of traveller.

Details

Tourism Review, vol. 74 no. 3
Type: Research Article
ISSN: 1660-5373

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Article
Publication date: 1 March 2021

Mala Ray Bhattacharjee

Internal migration has grown intensively in India in the present decades, far greater than international migration, though the latter has received far more attention in…

Abstract

Purpose

Internal migration has grown intensively in India in the present decades, far greater than international migration, though the latter has received far more attention in literature and public policy. Among internal migrants, seasonal movement is another growing phenomenon in India which has received the least attention till now. The purpose of the study is to show the intensities of short-term morbidity and major morbidity among the rural and urban internal migrants and how such disease burdens have affected the health of regular/permanent and temporary/seasonal migrants.

Design/methodology/approach

This present paper has been developed on the basis of data of India Human Development Survey-II (IHDS-II), 2011–2012, has been availed to find out the intensities of short-term morbidity and major morbidity among the rural and urban migrants as well as the health condition of the seasonal migrants. For the analysis of regular or permanent migrants, a total of 3,288 migrants (of which 1,136 rural migrants and 2,152 urban migrants) were surveyed in IHDS-II, 2011–2012, regarding the persistence of different types of short-term morbidity among the migrant class. Two-sample (rural migrants and urban migrants) “t” test for mean difference with unequal variances with null hypothesis – H0: diff = 0, and alternate hypothesis – Ha: diff < 0; Ha: diff > 0 where diff = mean (rural) – mean (urban) has been executed. For the seasonal migrants a sample of 41,424 migrants of which 2,691 seasonal migrant workers and 38,733 non-seasonal migrant workers were surveyed in IHDS-II, 2011–2012, to find out their health condition. OLS regression on the number of medical treatments undertaken in a month on the nature of migrant workers has been conducted. Socio-economic factors (like adult literacy) and basic amenities required for a healthy living (like indoor piped drinking water, separate kitchen in the household, household having a flush toilet, household having electricity and intake of meals everyday) are taken as control variables in the regression analysis.

Findings

The results of morbidity analysis in this paper show that the morbidity patterns among the migrants vary with the geographical differences. The short-term morbidity and that of the major morbidity show different proneness to ill health for rural and urban migrants. However, seasonal migrants are more susceptible to ill health than the regular migrants and are also potential for generating health risks. Also lack of provision of basic services creates negative health impact on seasonal migrants.

Research limitations/implications

The paper is based on secondary data and hence lacks numerous relevant health issues of migrants in rural and urban sectors which could have been possible through primary data survey.

Practical implications

Migration and migrants are a relevant issue both internationally and nationally. Economic development of a country like India depends to a greater extent on the contributions of migrant labourers as majority of the labourers in India belong to informal sector of which most of the workers are from migrant class.

Social implications

Migrants contribution to economic development depend on their productive capacity and hence health of these section of people is a relevant issue. This study is based on the morbidity pattern of migrants both regular and seasonal migrants and their susceptibility in various geographical locations and provision of basic amenities.

Originality/value

This work is original research study by the author.

Details

International Journal of Migration, Health and Social Care, vol. 17 no. 2
Type: Research Article
ISSN: 1747-9894

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