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Article
Publication date: 1 April 2014

Sasa Zupan and Borut Milfelner

The purpose of this paper is to explore small hotels guests' perception of social responsibility (SR), to relate their SR perceptions with their motivation for choosing…

Abstract

Purpose

The purpose of this paper is to explore small hotels guests' perception of social responsibility (SR), to relate their SR perceptions with their motivation for choosing small hotels instead of large ones, and to check whether motivation is further related to guests' satisfaction. System thinking is used for better attainment of SR through linking the environmental and social dimension of hotel guests' SR perceptions.

Design/methodology/approach

The paper starts with a theoretical background for the conceptual model. The empirical quantitative research was conducted in 2013. Data were collected through a structured questionnaire. The hypotheses were analysed with structural equation modelling.

Findings

The findings show that guests of small hotels perceive SR predominantly through its environmental and socio-local perspective. The guests with stronger perception of SR are more motivated to choose small hotels for their vacations, and at the same time, demonstrate a higher level of satisfaction with their choice.

Research limitations/implications

The research is limited to guests of small hotels only and to two dimensions of SR: environmental and socio-local.

Originality/value

Results of the study should encourage the small hotel operators to implement system thinking when reviewing their existing SR actions and adding some new ones. Relevant SR actions in small hotels, based on managers' system thinking, should become an important part of strategic, managerial and operational decisions.

Details

Kybernetes, vol. 43 no. 3/4
Type: Research Article
ISSN: 0368-492X

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Article
Publication date: 24 October 2017

Hamsanandini Umasuthan, Oun-Joung Park and Jong-Hyun Ryu

The purpose of this study is to assess the comparative influence of two empathy dimensions (cognitive and emotional attributes) on emotional service experience and…

Abstract

Purpose

The purpose of this study is to assess the comparative influence of two empathy dimensions (cognitive and emotional attributes) on emotional service experience and behavioral intention among business and leisure hotel guests. Studies relevant to empathy dimensions are relatively scarce in tourism and hospitality.

Design/methodology/approach

The current study reviewed the concepts of empathy, and empirically compared perceptions of empathy attributes between the two groups. The survey was intended to examine how well the hotel employees emotionally handle hotel guests’ incidents or inquiries related to any discomforts through personalized attention. The data were collected from 330 hotel guests who had actually complained about service failures while staying at the hotel during the record-breaking summer of 2013 in terms of number of visitors to Jeju. An active empathetic listening (AEL) tool has been taken to measure the hotel guest’s cognitive views and behavioral intentions, as well as emotional empathy measures under the empathic concern and emotional contagion.

Findings

The results revealed that empathetic dimensions strongly influenced the service experiences of hotel guests. While the emotional service experience of business guests was almost completely determined by the cognitive empathy, the emotional service experience of the leisure guests was mainly governed by the emotional empathy.

Practical implications

These outcomes suggest that the empathetic services through a “purpose of visit”-oriented manner might enhance the guest’s overall emotion positively.

Originality/value

According to the prior literatures and empirical findings in hospitality and tourism, empathy can be seen as subscale in SERVQUAL instrument. This paper focus on insights of empathy dimensions, and it was revealed that the interaction of both the cognitive and emotional dimensions of empathy conjointly determines the overall emotional service experience and intention of hotel guests.

Details

Journal of Services Marketing, vol. 31 no. 6
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 6 March 2009

Marcia Taylor and Dori Finley

The effects of the US guest worker program on the home country have not been documented. Jamaica has been a popular source of employees for the hospitality industry. This…

Abstract

Purpose

The effects of the US guest worker program on the home country have not been documented. Jamaica has been a popular source of employees for the hospitality industry. This paper aims to evaluate the effects of the US guest worker program on Jamaica, the Jamaican hotel industry, and Jamaican guest workers.

Design/methodology/approach

Data from structured interviews with key persons in the Jamaican government, hoteliers in Jamaica, and Jamaican guest workers in the USA were analyzed to demonstrate the impact of this program from three viewpoints. Content analysis and frequency were the research methods that were used to analyze the findings.

Findings

Strong support for the workers by the Jamaican government was documented. While the Jamaican hoteliers are affected by a shortage of good workers, they accept the program because of the advantages to the workers and the economy. Advantages of the program from the workers' perspectives were the economic value of the program and the ability to learn about different cultures.

Research limitations/implications

The paper's limitations include the small number of guest workers due to the limited accessibility. The value of the program to a small nation was documented.

Originality/value

This topic is on the minds of lawmakers, employers, and workers yet there is no other documentation of the advantages and disadvantages of the program to the three groups.

Details

International Journal of Contemporary Hospitality Management, vol. 21 no. 2
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 11 February 2021

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
Publication date: 7 August 2021

Anna Farmaki, Elena Spanou and Prokopis Christou

Following Airbnb’s recent turn to the luxury market, this paper aims to explore how Airbnb hosts construct meanings of luxury as enacted in their hosting practices.

Abstract

Purpose

Following Airbnb’s recent turn to the luxury market, this paper aims to explore how Airbnb hosts construct meanings of luxury as enacted in their hosting practices.

Design/methodology/approach

Semi-structured interviews with 46 Airbnb hosts were undertaken using purposing sampling.

Findings

Study findings reveal that social and personal meanings of luxury manifest in host practice, with “home feeling” representing the epicentre of the luxury peer-to-peer (P2P) accommodation experience.

Research limitations/implications

Although this study draws from host views, it represents a first attempt to empirically examine perceptions and applications of luxury within P2P accommodation. The study provides a conceptual framework which may serve as a point of departure for further research into which luxury service dimensions guests value.

Practical implications

The findings of the study carry implications to the wider hospitality context. Specifically, hospitality practitioners need to reconceptualize luxury hospitality provision to promote a “homotel” accommodation model which highlights the offering of physical and social luxury dimensions in addition to elements of personalized service and home-like hedonic benefits.

Originality/value

The study offers a conceptual framework of the luxury P2P accommodation servicescape, which identifies two distinct luxury offerings that may be informative to both P2P accommodation providers and hospitality practitioners.

Details

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

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Article
Publication date: 11 January 2016

Maja Šeric, Irene Gil-Saura and Alejandro Mollá-Descals

The purpose of this paper is to empirically test the impact of perceived information and communication technology (ICT) on creation of brand equity within service firms…

Abstract

Purpose

The purpose of this paper is to empirically test the impact of perceived information and communication technology (ICT) on creation of brand equity within service firms, more specifically upscale hotels. The relationships between ICT and three brand equity dimensions, i.e. brand image, perceived quality, and brand loyalty are examined.

Design/methodology/approach

The empirical research was conducted in 20 upscale hotels in Rome-Italy, collecting data from 335 guests.

Findings

Advanced ICT directly influences perceived quality and image, while the impact of ICT on loyalty is mediated by perceived quality. Additionally, positive and significant relationships are found between the three brand equity dimensions.

Research limitations/implications

The lack of significance of ICT impact on loyalty needs further attention. Future studies could center on this specific relationship, examining whether hotel companies that implement technology efficiently are able to deal with loyalty.

Practical implications

Managers are encouraged to invest in advanced technologies as their adoption and subsequent perception among guests can shape brand image and perceived service quality, thus influencing brand equity from the consumer perspective.

Originality/value

The contributions of this paper are fourfold. First, the ICT and customer-based brand equity concepts are studied together in the hotel context. Second, the inter-relationship among the three brand equity dimensions is analyzed. Third, the model is tested from the guest perceptive, as customers themselves can provide the most valuable inputs for business strategies. Finally, the work contributes to the service field by providing an empirical evidence on the potential and impact of advanced technology.

Details

Journal of Service Theory and Practice, vol. 26 no. 1
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 9 November 2015

Ana Brochado, Paulo Rita and Carlos Gameiro

The aim of this paper is to contribute to the understanding of backpackers’s evaluation of service quality provided by hostels by developing a battery of items to assess…

Abstract

Purpose

The aim of this paper is to contribute to the understanding of backpackers’s evaluation of service quality provided by hostels by developing a battery of items to assess perceptions of the overall hostel experience.

Design/methodology/approach

Scale development took a mixed approach that combines qualitative and quantitative research. First, the authors performed a content analysis of reviews provided by guests in hostel booking web sites, in-depth interviews with hostel managers and focus groups with guests, to develop a battery of items to assess the hostel experience from the guestsperspective. Then, a quantitative survey (n = 222) was conducted, to explore the dimensionality of service quality in this sector. Lisbon hostels are the target of this study, as they received several awards based on the online reviews of backpackers.

Findings

The results revealed that service quality is a multidimensional concept and includes six dimensions, namely, social atmosphere, location and city connection, staff, cleanliness, security and facilities. Regression results revealed that the social atmosphere appears to be a core service dimension crucial to create a sense of hostel guest’s overall quality.

Originality/value

The findings suggest that service quality scales should incorporate the specific characteristics of the hotel industry. The quality of the staff and the social atmosphere are of utmost importance to enhance the hostel backpacker experience.

Details

International Journal of Contemporary Hospitality Management, vol. 27 no. 8
Type: Research Article
ISSN: 0959-6119

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Book part
Publication date: 25 May 2021

Derya Timucin Hayat and Blend Ibrahim

Introduction Summary: Tourism is accepted as a multidisciplinary industry .Hoteliers and tour operators/travel agencies (TO/TA) count as two main stakeholders in the…

Abstract

Introduction Summary: Tourism is accepted as a multidisciplinary industry .Hoteliers and tour operators/travel agencies (TO/TA) count as two main stakeholders in the tourism sector, and they are interdependent with regard to their marketing and service objectives. Distribution channels, as TO and TA, are an important part of tourism growth. As TOs and TAs are the intermediaries between tourist and tourism service providers. Tourists travel to satisfy or fulfill their dreams because travel is a need for psychological relief that motivates people for temporary movement to different places and different countries. The research aims to examine the effects of perceived stakeholder conflict factors (PSCF) issues identified from the existing literature on guests’ outcomes in accommodation establishment located in Kyrenia, Northern Cyprus. PSCF is, namely, misinformation, unmanaged bookings and operational mistakes involving quality-price inconsistency and unsolved guest’s problems should be considered by both parties. Therefore, the objective of this study is to address the research gap regarding the effects of PSCFs on guests’ perceived value (GPV), guest satisfaction (GS) and behavioral intention (BI). Purpose: This study aims to investigate stakeholders conflict and its effects on guests’ outcomes, namely GPV, GS and BI associated with accommodation establishments, which has not been examining empirically before. Design/Methodology/Approach: This study conceptualized PSCFs and developed a scale for assessing this conflict and its outcomes. Through careful instrument development process, four sub-dimensions and 17 items of PSCFs were identified. Findings: The overall PSCFs’ effects obtained indicate that GPV, GS and BI are associated with accommodation establishments, and are negatively affected by the unsatisfactory relationship between these two key stakeholders. Originality/Value: The study empirically tested the conceptual model through conducting survey research to collect data from the guests whose trips were organized through a TO/TA and staying in five-star or four-star accommodation establishments located in Kyrenia, Northern Cyprus.

Details

Contemporary Issues in Social Science
Type: Book
ISBN: 978-1-80043-931-3

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Article
Publication date: 14 August 2007

Kevin D. O'Gorman

The emergent paradigm of hospitality studies does not have a coherent philosophical foundation. In seeking to identify a philosophy of hospitality this paper explores…

Abstract

Purpose

The emergent paradigm of hospitality studies does not have a coherent philosophical foundation. In seeking to identify a philosophy of hospitality this paper explores Derrida's contribution, along with other writers in philosophy and postcolonial theory, who are either writing in the field or have developed his works.

Design/methodology/approach

Derrida and others are often cited within the context of the emerging paradigm of hospitality studies. In order to examine and critically evaluate the possibility of the construct of a philosophy of the phenomenon of hospitality, the review of the philosophical concepts is set within three perspectives: individual moral philosophy; hospitality and the nation states, and hospitality and language.

Findings

Although examining the writings of Derrida and others provides an insight into the phenomenon of hospitality, a coherent philosophy of hospitality seems to be an enigma; possibly because hospitality is not a matter of objective knowledge.

Research limitations/implications

In order to inform the emergent paradigm of hospitality studies there needs to be a continuing multi‐disciplinary study of hospitality; further inter and intra disciplinary research and investigation is required.

Originality/value

The paper illustrates that critical analysis is more important than the unquestioning acceptance of the views of philosophical theorists.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 1 no. 3
Type: Research Article
ISSN: 1750-6182

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Article
Publication date: 9 July 2020

Hyejo Hailey Shin and Miyoung Jeong

The hotel industry has witnessed an increasing number of service automation through service robots such as robot concierges. However, few studies have documented how to…

Abstract

Purpose

The hotel industry has witnessed an increasing number of service automation through service robots such as robot concierges. However, few studies have documented how to identify how hotel guests perceive a robot concierge for their service encounter. Therefore, the purpose of this study is to examine the effects of robot concierges on hotel guests’ attitudes and adoption intentions of robot concierges.

Design/methodology/approach

This study investigated the effects of robot concierges’ morphology and their level of interactivity with guests at different levels of hotel service on guests’ attitudes and their intentions to adopt robot concierges. To achieve the study’s objectives, this study conducted a 3 × 2 × 3 between-subjects factorial design experiment. Moreover, the survey asked questions about subjects’ preferences of their service encounters (e.g. human employees, robot concierges and/or no preference) and reasons for their selected preference.

Findings

The results demonstrated that the robot’s morphology significantly influenced guests’ attitudes toward robot concierges. In particular, the caricatured robot was the most preferred morphology of robot concierges. The findings showed that even if guests had favorable attitudes toward robot concierges, they preferred human employees to robot concierges because of humans’ sincere and genuine interactions.

Originality/value

This study contributes to the literature by investigating the causal impacts of the morphology of robot concierges, level of interactivity and level of hotel service on guests’ attitudes toward robot concierges. The thematic analysis of service encounter preference provides an overview of the factors that guests expect for their service encounters in a hotel setting.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 8
Type: Research Article
ISSN: 0959-6119

Keywords

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