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Open Access
Article
Publication date: 26 January 2018

M. Lilibeth Fuentes-Medina, Estefanía Hernández-Estárico and Sandra Morini-Marrero

The purpose of this paper is to identify the critical success factors of emblematic hotels from the perspective of the guest, by analysing the direct activities that make up the…

4922

Abstract

Purpose

The purpose of this paper is to identify the critical success factors of emblematic hotels from the perspective of the guest, by analysing the direct activities that make up the value chain of these types of establishments.

Design/methodology/approach

The authors use the case study methodology to derive conclusions that contribute to the development of a theory about the success factors of emblematic hotels. The case selected is the Spanish Tourist Parador chain. The authors carried out over a period of two years a data mining analysis of the online comments posted by its guests.

Findings

The results indicate that the attributes of location and facilities are critical success factors expected a priori given the nature of the business of such establishments, based on the singular nature of the buildings. Another critical success factor is personnel, which seems to indicate that the Paradors support their business model by employing highly qualified staff, but give less attention to restaurant services or the room, according to guest perceptions.

Originality/value

The paper provides required evidence on the critical success factors of emblematic hotels adapting Porter’s value chain, for the tourism accommodation sector, through the analysis of direct value chain activities. In addition, the existing literature is broadened by taking a perspective scarcely studied, the guest perception of hotel establishments, online content posted by the user on the establishment’s website, rather than simply considering the traditional views of the experts/managers, through structures questionnaires. Besides, the results provide practical and useful implications for the managements of the emblematic hotels under study.

Details

European Journal of Management and Business Economics, vol. 27 no. 1
Type: Research Article
ISSN: 2444-8451

Keywords

Book part
Publication date: 23 June 2022

Fernando Armas Asín and Martin Monsalve Zanatti

From the perspective of business history, this chapter presents an overview of the development of the tourism sector in South America, placing special emphasis on the Peruvian…

Abstract

From the perspective of business history, this chapter presents an overview of the development of the tourism sector in South America, placing special emphasis on the Peruvian case. The chapter explores various topics related to the tourism chain, such as hotel networks, the role of the state, tour operators, micro- and small enterprises, linkages between tourism and sustainability, the formation of clusters in the sector, and interactions between different entrepreneurs in the chain. Special emphasis is placed on the Peruvian case, especially when it comes to discussing the role of micro- and small enterprises in the sector.

Details

The Emerald Handbook of Entrepreneurship in Latin America
Type: Book
ISBN: 978-1-80071-955-2

Keywords

Book part
Publication date: 22 August 2022

Anya Diekmann

Urban tourism in megacities is a rather recent research topic. There is a dearth of literature on urban tourism in Indian megacities, especially Mumbai. Though much research has…

Abstract

Urban tourism in megacities is a rather recent research topic. There is a dearth of literature on urban tourism in Indian megacities, especially Mumbai. Though much research has looked into slum tourism activities, other urban tourism aspects have been kept aside. The chapter aims to present a different perspective of leisure tourism in Mumbai. After introducing some contextual background information on the city, the chapter examines critically official tourism communication and policies by tackling the spatiality of tourism and the geographical clusters in the city. It attempts to understand the consumption patterns of various tourists' groups and looks into recent tourism developments.

Details

Indian Tourism
Type: Book
ISBN: 978-1-80262-937-8

Keywords

Article
Publication date: 11 October 2021

Fuad Mehraliyev, Irene Cheng Chu Chan and Andrei Petrovich Kirilenko

This study aims to conduct a systematic review and critically analyze the sentiment analysis literature in hospitality and tourism from methodological (data sets and analyzes) and…

3144

Abstract

Purpose

This study aims to conduct a systematic review and critically analyze the sentiment analysis literature in hospitality and tourism from methodological (data sets and analyzes) and thematic (topics, theories, key constructs and their relationships) perspectives.

Design/methodology/approach

Qualitative thematic review and quantitative systematic review were performed on 70 papers obtained from hospitality and tourism categories of two databases, namely, Web of Science and Scopus.

Findings

A total of 5 topics and 27 sub-topics were identified and the major theme is market intelligence. Sentiment variables were investigated not only as independent but also as dependent variables. The customer rating is the most investigated dependent variable, whereas moderators and mediators were rarely tested. Most reviewed studies did not use theory. The findings from the methodological review show that analysis of big data was rare. Moreover, testing the performance of sentiment analyzes was uncommon, and only one paper tested the performance of aspect/feature extraction.

Research limitations/implications

This study extends prior review studies by providing a comprehensive view of how knowledge and methodologies of sentiment analysis have developed. The identified themes and key constructs serve as a solid base for future knowledge advancement. Future research directions on sentiment analysis are also provided.

Originality/value

To the best of the authors’ knowledge, this study is the first comprehensive methodological and thematic review of sentiment analysis in hospitality and tourism. Based on the identified findings, the authors propose several directions for future research.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Open Access

Abstract

Details

European Journal of Management and Business Economics, vol. 27 no. 1
Type: Research Article
ISSN: 2444-8451

Article
Publication date: 18 May 2023

Fajar Kusnadi Kusumah Putra and Rob Law

This paper identifies the critical success factors (CSFs) of virtual hotel operator (VHO) in using hotel management system partnerships with small- and medium-sized hotels (SMSHs).

Abstract

Purpose

This paper identifies the critical success factors (CSFs) of virtual hotel operator (VHO) in using hotel management system partnerships with small- and medium-sized hotels (SMSHs).

Design/methodology/approach

This study uses a qualitative approach, with 25 semi-structured interviews with hotel owners and VHO management. Thematic analysis is used to determine themes to evaluate hotel owners and operators' perceptions.

Findings

CSFs for VHO partnership with SMSHs include marketing and promotion strategies, client relationships, training and human resources development, hotel operation management, innovation strategies, capital expenditures and property management systems (PMSs). VHOs also have a symbolic impact on the mutualistic relationship with SMSHs by increasing service and enhancing product competitiveness and profitability.

Research limitations/implications

Findings are beneficial for VHO in determining the most significant CSFs, thereby establishing additional metrics in business performance and increasing resilience in the accommodation sector. Further studies can measure the digital technology factors from VHO, including PMSs and mobile applications.

Originality/value

This study first identifies CSFs for VHO companies from the perspectives of hotel owners and management. This contribution adds to the literature on CSFs in the context of digital technology implementation in SMSHs. Moreover, implications are beneficial for VHO management in determining the most significant CSFs for companies to measure the business performance of the companies and increase resilience in the accommodation sector.

Details

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

Keywords

Article
Publication date: 6 July 2022

Surya Prakash, Vijay Prakash Sharma, Ranbir Singh, Lokesh Vijayvargy and Nilaish

This study aims to address the adoption issues of green and sustainable practices in the hotel industry. The study identifies critical performance indicators (CPIs) and utilizes…

1344

Abstract

Purpose

This study aims to address the adoption issues of green and sustainable practices in the hotel industry. The study identifies critical performance indicators (CPIs) and utilizes Hotel Carbon Management Initiative (HCMI) framework to prioritize CPIs for achieving a robust adoption framework for green and sustainable practices.

Design/methodology/approach

The hotel industry is driven by changing ecological degradation, and it is necessary to achieve feasible development goals. This research article formulates the CPIs derived from HCMI and decision-making model is created using the Analytic Hierarchy Process (AHP).

Findings

In this research, CPIs of HCMI are considered and aim to formulate five major CPIs of HCMI, namely air pollution, energy efficiency, water conservation, noise pollution and waste management. The study identifies the need for better control and sustainable growth in the Indian hotel industry with minimum carbon emissions coupled with the green approach adoption.

Research limitations/implications

The CPIs work on minimization of risks and maximizing optimality of return on investment. The development of the hotel industry will be improved and immensely welcomed by capping the carbon emission with the green initiatives. This research is limited as urban hotels are surveyed in this study.

Originality/value

This work makes a valid argument to establish HCMI as a model initiative for environment quality improvement and further extension of other activities in the hospitality sector and scale-up sustainable practices for future-ready circular economies.

Details

Management of Environmental Quality: An International Journal, vol. 34 no. 4
Type: Research Article
ISSN: 1477-7835

Keywords

Open Access
Article
Publication date: 10 September 2019

Sérgio Dominique-Ferreira and Cristina Antunes

The purpose of this paper is to investigate and identify the price sensitivity of consumers of three- and five-star hotels and to determine the impact of bundling strategies on…

10632

Abstract

Purpose

The purpose of this paper is to investigate and identify the price sensitivity of consumers of three- and five-star hotels and to determine the impact of bundling strategies on consumers’ price sensitivity.

Design/methodology/approach

To calculate price sensitivity, authors apply the van Westendorp’s price sensitivity meter (PSM). To understand the impact of bundling strategies, univariate and bivariate techniques are applied.

Findings

PSM results reveal the optimal prices and the range of acceptable prices for three- and five-star hotel. The bundling strategy results reveal that five-star customers are less sensitive to mixed-leader bundling. Regarding mixed-joint bundling, managers could improve sales through bundling strategies if they selected an attractive service (e.g. restaurants).

Practical implications

Findings assist hotel managers to understand the different price sensitivities, according to the hotel typology. Managers can manage prices without the risk of losing market share or revenue. The results help managers in deciding which bundling strategies they can create, as well as the services to be included to achieve highest profitability.

Originality/value

No research to date to the best of the authors’ knowledge has attempted to understand and compare the role of bundling strategies in three- and five-stars hotels. Moreover, no research has attempted to measure and compare customers’ price sensitivity of three- and five-stars hotels.

Details

European Journal of Management and Business Economics, vol. 29 no. 2
Type: Research Article
ISSN: 2444-8494

Keywords

Open Access
Article
Publication date: 21 September 2021

María D. Illescas-Manzano, Sergio Martínez-Puertas and Manuel Sánchez-Pérez

Hotels are immersed in a very competitive environment and hoteliers have to plan and redesign their strategies to stay in the hospitality industry while faced with a steady rise…

1539

Abstract

Purpose

Hotels are immersed in a very competitive environment and hoteliers have to plan and redesign their strategies to stay in the hospitality industry while faced with a steady rise in competition. Hoteliers can employ horizontal differentiation strategies and pricing decisions to gain a competitive advantage over their competitors. The goal of our work is to analyse the effect of pricing and horizontal differentiation strategy of a hotel on its online reputation and to analyse if the hotel location and agglomeration of competitors moderates their relationship with online reputation.

Design/methodology/approach

With a sample of 264 hotels from Paris, an empirical study is developed that aims to analyse, using regression techniques, the impact of price, differentiation, location and competitive environment on online ratings given by consumers in the hospitality context.

Findings

The paper provides empirical evidence of how a good location improves the online reputation of a company and how pricing strategies should take into account the location and number of competitors since a good location allows premium prices to be valued positively by consumers while an inappropriate location can produce the opposite effect. Depending on location, the number of competitors can intensify or reduce the effect of price on online reputation. Finally, online reputation only benefits from horizontal differentiation strategies when the degree of agglomeration is low.

Originality/value

This work provides insights about how hotels can strengthen their online reputation through pricing and differentiation strategies, incorporating elements of their environment such as location and competition in this decision-making process.

研究目的

酒店處於一個競爭非常激烈的經營環境中,營運者要面對競爭日益加劇的挑戰,在這情況下,他們必須計劃並重新設計其策略,以在酒店服務業中仍能繼續其業務。營運者可採用水平分化策略和定價決策,以取得比同業更大的競爭優勢。本研究旨在分析,若酒店採用價格及水平差異之策略,這對它們的網上聲譽會起什麽效應;研究亦探討酒店所處的位置及競爭者的凝聚會否減弱其與網上聲譽的關係。

研究設計/方法/理念

研究樣本為來自巴黎264間酒店。研究人員採用實驗研究法,透過迴歸分析法,去分析在酒店服務的背景下,價格、差異化、地點和競爭環境如何影響消費者所給予的網上評分。

研究結果

本文提供了經驗性證據,證明良好的地點會改善公司的網絡聲譽; 同時,亦證明釐定價格策略時,經營者應考慮競爭者的位置和數目,這是因為良好的地點會讓消費者正面評價溢價,而不合適的地點則會導致相反的效應。根據所在的地點,消費者的數目能增強或減弱價格對網絡聲譽的影響。最後,本文也證明了網絡聲譽只會在凝聚程度低的情況下才會受惠於水平分化策略。

研究的原創性/價值

本研究提供啟示,使我們更明瞭酒店如何能透過價格及差異化策略,同時亦透過把它們的環境元素如地點和競爭等納入決策程序中,來強化網絡聲譽。

Details

European Journal of Management and Business Economics, vol. 31 no. 2
Type: Research Article
ISSN: 2444-8451

Keywords

Open Access
Article
Publication date: 28 May 2021

Jeongsoo Han and Mina Jun

The purpose of this paper is to investigate how the characteristic of mobile devices, particularly high accessibility, influences a consumer's intention to post an online review…

1230

Abstract

Purpose

The purpose of this paper is to investigate how the characteristic of mobile devices, particularly high accessibility, influences a consumer's intention to post an online review depending on the valence of consumption experiences.

Design/methodology/approach

This paper employs a between-subject design of experimental study based on different scenarios with 378 participants. A pretest is conducted to confirm that participants perceive the experimental scenarios as intended prior to proceeding with the main experimental study.

Findings

The authors’ experimental analysis shows that the intention to post a review of extreme positive and negative experiences is significantly higher when the level of accessibility for review-posting is high. By contrast, the intention to post a review of neutral consumption experiences is neither higher nor lower regardless of the level of accessibility.

Originality/value

The findings of this paper contribute to a better understanding of online reviews by demonstrating how high accessibility for review-posting have differential influences on the intentions to post online reviews depending on the valence of consumer experiences. The findings provide important theoretical and managerial implications.

研究目的

本文旨在探討移動設備的特徵,特別是其高可及性,如何因應消費者的消費體驗效價影響他們在網上發佈評論的意慾。

研究設計/方法/理念

:本文採用實驗研究的被試間設計,基於不同情景,並涵蓋378名參與者。研究人員在主要的實驗研究前進行了預先測試、以確認參與者對實驗情景的理解是和預期的一樣。

研究結果

我們的實驗分析顯示、當發佈評論的可及性水平是高的時候,消費者發佈關於他們極良好或極負面的消費體驗的評論意慾會顯著提升。相比之下、他們發佈中性消費體驗的意慾則不會因可及性的水平而有所增減。

研究的原創性/價值

本文的研究結果有助我們更了解網上的評論,這是由於研究結果顯示了消費者在網上發佈評論的意慾如何因應其消費體驗效價、受發佈評論的高可及性水平影響。這研究結果在理論及管理方面具有重要的意義。

Details

European Journal of Management and Business Economics, vol. 30 no. 3
Type: Research Article
ISSN: 2444-8451

Keywords

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