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Article
Publication date: 1 January 1993

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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Book part
Publication date: 8 July 2010

Graham L. Bradley, Janet R. McColl-Kennedy, Beverley A. Sparks, Nerina L. Jimmieson and Dieter Zapf

Interactions between customers and service providers are ubiquitous. Some of these encounters are routine, but many are characterized by conflict and intense emotions…

Abstract

Interactions between customers and service providers are ubiquitous. Some of these encounters are routine, but many are characterized by conflict and intense emotions. This chapter introduces a new theory, service encounter needs theory (SENT) that aims to elucidate the mechanisms through which service encounter behaviors affect outcomes for customers and employees. Evidence is presented for the preeminence within these encounters of eight psychosocial needs, and propositions are advanced regarding likely antecedents to fulfillment and violation of these needs. Emotional experiences and displays are viewed as important consequences of need fulfillment and violation, as are numerous cognitive, behavioral, and health-related outcomes.

Details

Emotions and Organizational Dynamism
Type: Book
ISBN: 978-0-85724-177-1

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Article
Publication date: 13 July 2015

Graham L. Bradley, Beverley A. Sparks and Karin Weber

The paper aims to examine the impact of customer-generated negative online reviews on hospitality employees and businesses. It introduces the concept of negative online…

Abstract

Purpose

The paper aims to examine the impact of customer-generated negative online reviews on hospitality employees and businesses. It introduces the concept of negative online review stress, or NOR_Stress (occupational stress due to being targeted by negative online reviews), and present strategies for researching and managing the impact of negative online reviews.

Design/methodology/approach

This conceptual paper sets forth a framework, based on the stress, services and hospitality literature, within which negative online reviews, NOR_Stress, and their impact on individuals and businesses can be understood. Aspects of the framework are illustrated by application of online archival material.

Findings

The paper demonstrates how negative online reviews can have adverse and diverse effects on restaurant industry employees and businesses.

Research limitations/implications

The paper sets out a research agenda relating to negative online reviews and NOR_Stress causes, consequences and countermeasures. Multiple research questions are posed, to be investigated through a combination of qualitative, survey and experimental methods.

Practical implications

Four types of countermeasures are presented: preventative, protective, positive and palliative.

Social implications

Negative online reviews can exact a hefty toll, potentially resulting not only in reduced customer patronage and company profitability but also in human and social consequences in the form of adverse stress reactions, loss of face and damaged personal and professional relationships.

Originality/value

Negative online reviews have proliferated over the past decade and will continue to grow. This paper is the first to critically examine the human and business impacts of this growing threat to the hospitality industry.

Details

International Journal of Contemporary Hospitality Management, vol. 27 no. 5
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 17 February 2012

Graham Bradley and Beverley Sparks

This study aims to investigate if, when, and how the use of four different types of explanations affect customer satisfaction after a service failure.

Abstract

Purpose

This study aims to investigate if, when, and how the use of four different types of explanations affect customer satisfaction after a service failure.

Design/methodology/approach

The study used written scenarios of a hypothetical service failure to manipulate explanation type, failure magnitude and compensation offered. Participants were randomly assigned to read and respond to one version of the scenario, whilst imagining they were the customer experiencing the service failure.

Findings

The paper finds that explanation type, explanation quality, failure magnitude and compensation each had significant effects on customer evaluations. Explanation type and explanation quality interactively affected the extent to which customers were satisfied with service recovery: Apologies and excuses yielded higher satisfaction levels than did justifications and referential accounts but only when the explanations were perceived to be of high (vs low) quality. Specific types of attributions and forms of justice were shown to mediate the effects of three of the explanation types.

Practical implications

The study shows that customer evaluations following service failure vary with the type of explanation provided. Service firms need to provide an explanation in such circumstances, preferably a high quality excuse or apology, and need to understand the “process variables” that determine whether the explanation will satisfy aggrieved customers.

Originality/value

This is one of very few studies that have compared the efficacy of different types of explanations in service situations. The research sheds light not only on what types of explanations work best, but also on how they have their effect.

Details

Journal of Services Marketing, vol. 26 no. 1
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 15 August 2016

Graham L. Bradley, Beverley A. Sparks and Karin Weber

Technological advancement and growth in social media have meant that customers are increasingly using the internet to write a review or express opinions about products and…

Abstract

Purpose

Technological advancement and growth in social media have meant that customers are increasingly using the internet to write a review or express opinions about products and services. Many of these online reviews are critical of service organizations and workers. The purpose of this paper is to document the experiences that service industry personnel have of negatively valenced, customer-authored, online reviews, the personal impact of these reviews, and the manner in which participants respond emotionally and behaviorally to these reviews.

Design/methodology/approach

This research drew on the stress, coping, and service literature, with particular emphasis on stress appraisal theory. The study involved the completion of an anonymous online questionnaire by 421 restaurant owners, managers, and employees.

Findings

Many respondents reported feelings of anger and use of maladaptive coping strategies in response to negative online reviews (NORs). Smaller numbers reported feelings of embarrassment and guilt, and thoughts of leaving the industry. Factors pertaining to respondents’ online review exposure, emotional responses, and coping strategies predicted the effects of negative reviews on thoughts of exiting current employment.

Research limitations/implications

The findings have implications for protecting worker well-being and job tenure in an industry deeply affected by electronic word-of-mouth. Replication is recommended using a longitudinal design and more objective data obtained from validated instruments and independent sources.

Originality/value

This survey provides the first known evidence of the personal impact of NORs on business owners, managers, and employees.

Details

Journal of Service Management, vol. 27 no. 4
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 1 January 2002

Richard C. Morey, Beverley A. Sparks and Hugh C. Wilkins

The consumption of wine has over recent years increased in many countries with wine now often being a preferred social beverage. As consumption has increased consumers…

Abstract

The consumption of wine has over recent years increased in many countries with wine now often being a preferred social beverage. As consumption has increased consumers have become more familiar with the range of wines available and are now more sophisticated in their selection of wines. The wine selection process is likely to be highly complex and may involve trading off a range of product attributes when making a purchase. This article presents the results of a research project investigating consumer decision making when selecting wines. It focuses on five key wine attributes (grape variety, price brand recognition the region of production and whether it has won any awards), and situates the decision process within possible buying contexts. Price, type of wine, the presence of a national award and the purchase context were significant predictors of the decision to purchase a wine. This study is an example of an analytical approach applied to an issue that has largely defied the use of quantitative tools.

Details

International Journal of Wine Marketing, vol. 14 no. 1
Type: Research Article
ISSN: 0954-7541

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Book part
Publication date: 8 July 2010

David Ahlstrom is a professor at The Chinese University of Hong Kong. He obtained his PhD in management and international business in 1996, after having spent several…

Abstract

David Ahlstrom is a professor at The Chinese University of Hong Kong. He obtained his PhD in management and international business in 1996, after having spent several years in start-up firms in the data communications field. His research interests include management in Asia, entrepreneurship, and management and organizational history. He has published over 60 peer-reviewed articles in journals such as the Strategic Management Journal, Academy of Management Review, Journal of International Business Studies, Journal of Business Venturing, and Asia Pacific Journal of Management. He also co-authored the textbook International management: Strategy and Culture in the Emerging World. He has served on the editorial boards of the Journal of International Business Studies and Journal of Small Business Management in addition to APJM. Professor Ahlstrom has guest edited two special issues of Entrepreneurship: Theory & Practice. At APJM, he has also guest edited two special issues (turnaround in Asia in 2004 and Managing in Ethnic Chinese Communities, forthcoming in 2010), and served as a senior editor during 2007–2009. He became editor-in-chief of the Asia Pacific Journal of Management in 2010.

Details

Emotions and Organizational Dynamism
Type: Book
ISBN: 978-0-85724-177-1

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Book part
Publication date: 8 July 2010

Abstract

Details

Emotions and Organizational Dynamism
Type: Book
ISBN: 978-0-85724-177-1

To view the access options for this content please click here
Article
Publication date: 11 July 2019

Khaldoon Nusair, Irfan Butt and S.R. Nikhashemi

While the importance of social media will continue to grow, the purpose of this study is to provide a retrospective systematic literature review of the social media…

Abstract

Purpose

While the importance of social media will continue to grow, the purpose of this study is to provide a retrospective systematic literature review of the social media research published in major hospitality and tourism journals over a specific time period.

Design/methodology/approach

The study conducted a bibliometric analysis to review the literature of 439 social media articles published in 51 hospitality and tourism journals over a 15-year time span (2002-2016).

Findings

Ulrike Gretzel authored the highest fractional citations. The results indicated that social media-related research was mostly published in top-tier journals. The International Journal of Contemporary Hospitality Management was amongst the four leading journals in terms of the percentage of published social media articles. While inter-country social media research collaborations were relatively modest, interestingly, inter-country collaborations have been steadily increasing in the past five years. Another finding indicated that social media research in hospitality and tourism journals has been predominantly quantitative. The results revealed six new areas within the consumer behaviour research theme, namely, eWOM, service recovery, customer satisfaction, brand/destination image and service quality. Finally, it is important to note that four new trends in social media research appeared between 2011 and 2016, namely, big data, netnography, Travel 2.0 and Web 2.0.

Research limitations/implications

While this study made significant contributions to the social media literature, some limitations do exist. For example, the current research excluded publications from major conferences, books, book chapters and dissertations. Additionally, it is not within the scope of this paper to take into account issues related to self-citations.

Practical implications

The results obtained from analysis contribute to a comprehensive understanding of social media research progress in hospitality and tourism. For example, evaluating the performance of individual scholars helps educational institutions to compete in the global university ranking system. Additionally, to compete for funding opportunities on the topic of social media, institutions can use citation counts to demonstrate their competitiveness. Furthermore, due to the expected future growth in the number of social media platforms, practitioners need to understand motivating factors and tourists’ needs in different countries, target market segments, age groups and cultures to create highly engaging communities around their brands.

Originality/value

To the best of the authors’ knowledge, the sample of this study synthesized the largest selection of social media articles published in hospitality and tourism journals. This is the first study to apply the fractional score at the author level, the adjusted appearance score at the university level and the average citation score at the journal and inter-country levels in the analysis. In addition, prevalent research orientations and research trends in social media made significant contributions to existing literature.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 7
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 4 June 2021

Yakup Kemal Özekici and Kurban Ünlüönen

The present work attempts to investigate how restaurant staff perceive problematic customer behaviours (PCBs), the causes for PCBs and the core reasons that trigger such…

Abstract

Purpose

The present work attempts to investigate how restaurant staff perceive problematic customer behaviours (PCBs), the causes for PCBs and the core reasons that trigger such behaviour in restaurants.

Design/methodology/approach

The root causes were determined by systematic grading and then aggregated in a fishbone diagram to illustrate the real antecedents. First, the data obtained from in-depth interviews based on the grounded theory approach, conducted with 29 frontline employees in restaurants, were categorised using open, axial and selective coding. Then the 26 causes identified were graded and arranged into six levels, forming a chained hierarchy for each behaviour.

Findings

Ego-derived faults are among the key factors stemming from the personality of the customer, and the use of money as power is evident in such behaviours. In terms of issues related to social systems, the main factors were the structure of the sector, the “customer is always right” philosophy, other factors resulting from the local culture and the occupational image.

Research limitations/implications

First, more frequent and effective addressing of the sector structure can help employees feel more comfortable. Second, the study uncovers emotional and psychological aspects as core factors causing PCBs, paving the way for future studies.

Practical implications

To prevent PCBs, it may be necessary to provide relevant training for employees, empower leadership for middle-level managers and set up a customer crediting system as well as a customer blacklist based on smart technologies.

Originality/value

This research is the first attempt to reveal the root causes of the factors behind PCBs by forming graded-reason chains and representing integrated PCBs in a fishbone diagram. Using this instrument, the paper investigates the insights of employees to address a topic that few studies have dealt with thus far.

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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