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1 – 10 of over 2000This study, a conceptual paper, analyses the growth of curation in tourism and hospitality and the curator role in selecting and framing products and experiences. It considers the…
Abstract
Purpose
This study, a conceptual paper, analyses the growth of curation in tourism and hospitality and the curator role in selecting and framing products and experiences. It considers the growth of expert, algorithmic, social and co-creative curation modes and their effects.
Design/methodology/approach
Narrative and integrative reviews of literature on curation and tourism and hospitality are used to develop a typology of curation and identify different curation modes.
Findings
Curational techniques are increasingly used to organise experience supply and distribution in mainstream fields, including media, retailing and fashion. In tourism and hospitality, curated tourism, curated hospitality brands and food offerings and place curation by destination marketing organisations are growing. Curation is undertaken by experts, algorithms and social groups and involves many of destination-related actors, producing a trend towards “hybrid curation” of places.
Research limitations/implications
Research is needed on different forms of curation, their differential effects and the power roles of different curational modes.
Practical implications
Curation is a widespread intermediary function in tourism and hospitality, supporting better consumer choice. New curators influence experience supply and the distribution of consumer attention, shaping markets and co-creative activities. Increased curatorial activity should stimulate aesthetic and stylistic innovation and provide the basis for storytelling and narrative in tourism and hospitality.
Originality/value
This is the first study of curational strategies in tourism and hospitality, providing a definition and typology of curation, and linking micro and macro levels of analysis. It suggests the growth of choice-based logic alongside service-dominant logic in tourism and hospitality.
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Yao-Chin Wang and Muzaffer Uysal
Following the increasing trend of artificial intelligence (AI) research in hospitality literature, this critical reflection paper aims to identify AI-assisted mindfulness as a…
Abstract
Purpose
Following the increasing trend of artificial intelligence (AI) research in hospitality literature, this critical reflection paper aims to identify AI-assisted mindfulness as a critical yet under-investigated issue and to contribute feasible directions for future research.
Design/methodology/approach
The authors first conceptualize a framework explaining the effects of mindfulness design in AI interventions on improving human mindfulness. The authors then identify opportunities for interventions in AI-assisted mindfulness for the tourism, hospitality and events industries. Finally, the authors propose potential themes for AI-assisted mindfulness research.
Findings
This study contributes three major conceptual works. First, we conceptualize a framework of AI-assisted mindfulness, showcasing that the scope of AI-assisted mindfulness spans from AI interventions to state mindfulness and then to trait mindfulness. Second, the authors offer two approaches to strategic thinking, one from mindfulness (i.e. mindfulness-focused niche markets and activities) and one from AI applications (i.e. AI-facilitated devices and platforms), to identify opportunities for AI-assisted mindfulness interventions. Third, for both management- and marketing-oriented AI-assisted mindfulness research, the authors propose 18 themes.
Research limitations/implications
This critical reflection paper offers directions for future knowledge creation in AI-assisted mindfulness in the tourism, hospitality and events industries.
Originality/value
To the best of the authors’ knowledge, this critical reflection paper serves as the first in hospitality and tourism literature to systematically propose the research issue of AI-assisted mindfulness, offering directions and themes for future research.
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Vaishali Kaushal and Rajan Yadav
Despite the severe impact of the COVID-19, Maldives was one of the top destinations which witnessed decent tourist arrival amid the pandemic. This study aims to analyze luxury…
Abstract
Purpose
Despite the severe impact of the COVID-19, Maldives was one of the top destinations which witnessed decent tourist arrival amid the pandemic. This study aims to analyze luxury hospitality experiences of guests amid COVID-19 pandemic.
Design/methodology/approach
This study is exploratory in nature. This study analyses 4,302 real-time customer reviews using sentiment and thematic analysis with the help of NVIVO 12 plus and Leximancer.
Findings
The findings suggest travel products as well as services associated with luxury resorts needs to be revisited. Staff needs to be more professional and must be proactive while redesigning services specially in situations like pandemic. While redesigning services in situations like pandemic, staff needs to be proactive, professional and must follow all protocols. Major negative experiences included long waiting time to avail frill services, privacy intrusion by bloggers and influencers, service quality issues. We recommend enhancing service quality followed by investing more in training and development, increasing the number of foreign languages spoken by staff and disseminating localized culinary experiences will enhance the experience quality with guests.
Research limitations/implications
This study has several limitations: first, this study limited itself to 15 luxury resorts of Maldives, which may not serve as a true representation of all luxury resorts of Maldives. The next limitation of this study is that the authors have collected customer reviews from TripAdvisor only, and the reviews were only in English language.
Practical implications
The findings of the research can be beneficial for the policymakers, hospitality practitioners and academicians who study luxury tourism industry to carve appropriate strategies for enhancing the customers’ luxury experience like leveraging customization in all areas and enhancing service quality, food quality, training and development of employees.
Originality/value
Maldives has become one of the most expensive traveler destinations and is home to world’s most expensive resorts. This study is original in nature and has a forward-looking approach which studies the disruptive effect of pandemic, intangible nature of luxury as a concept can be used by hospitality industry to redesign the luxury customer experience which can improve marketing strategies aiming to potentiate this niche. In addition, to the best of the authors’ knowledge, this study will be the first one to capture the real customer experiences of luxury resorts of Maldives.
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This study aims to offer an overview of hospitality and tourism research on artificial intelligence (AI) and its impact on the industry. More specifically, this study examines…
Abstract
Purpose
This study aims to offer an overview of hospitality and tourism research on artificial intelligence (AI) and its impact on the industry. More specifically, this study examines hospitality and tourism AI research trends in hospitality and tourism customer service experience creation and delivery, service failure and recovery, human resources and organizational behavior. Based on the review, this study identifies the challenges and opportunities and provides directions for future studies.
Design/methodology/approach
A narrative synthesis approach was used to review the hospitality and tourism research on AI and its impact on various aspects of the industry.
Findings
AI and AI applications in customer service experience creation and delivery and its possible effects on employees and organizations are viewed as a double-edged sword. Although the use of AI and AI applications offers various benefits, there are also serious concerns over the ethical use of AI, the replacement of human employees by AI-powered devices, discomfort among customers and employees and trust toward AI.
Originality/value
The paper offers an updated holistic overview of AI and its implications in different facets of the hospitality and tourism industry. Challenges and opportunities are discussed to foster future discussions on the use of AI among scholars and industry professionals.
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Dimitrios Buhalis, Leonidas Efthymiou, Naziyet Uzunboylu and Alkis Thrassou
Amidst ongoing digital transformation, the current paper provides a 360-degree overview of technology-adoption in Tourism and Hospitality. By combining and consolidating a wide…
Abstract
Purpose
Amidst ongoing digital transformation, the current paper provides a 360-degree overview of technology-adoption in Tourism and Hospitality. By combining and consolidating a wide range of sources, mainly in the tourism literature, the analysis depicts how the complex technological ecosystem often enhances or hinders the successful adoption, integration and interoperability of different technologies.
Design/methodology/approach
The critical review method was used to assess, analyse and synthesise existing literature in the area of digitisation in tourism and hospitality. The critical review process included a thematic analysis of the literature, where recurring themes, patterns and trends were identified towards addressing the study’s research questions.
Findings
The analysis identifies current trends, opportunities, challenges and strategies for technology adoption in tourism and hospitality, the implications for theory, practicable executive directions and avenues for further research.
Originality/value
The paper’s main contribution lies in its comprehensive identification, consideration and incorporation of all primary contemporary technological elements, and the ensuing development of a corresponding conceptual charting framework, which illustrates a multifaceted process with practical implications for various stakeholders, including businesses, authorities, consumers and employees.
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Ana Rita Gonçalves, Diego Costa Pinto, Saleh Shuqair, Anna Mattila and Anel Imanbay
This paper aims to bridge the extended reality framework and the luxury hospitality literature by providing insights into how immersive technologies using artificial intelligence…
Abstract
Purpose
This paper aims to bridge the extended reality framework and the luxury hospitality literature by providing insights into how immersive technologies using artificial intelligence (AI) can shape luxury value and consumer differentiation.
Design/methodology/approach
The authors conducted three experimental studies comparing immersive AI versus traditional hospitality across luxury contexts (hotels, restaurants and spas). Study 1 investigates the effect of immersive AI (vs traditional hospitality) on customers’ behavioral intentions and the need for differentiation using virtual-assisted reality. Study 2 tests the underlying mechanism of the need for differentiation and luxury value in an augmented reality context. Study 3 provides additional support for the proposed underlying mechanism using virtual-assisted reality in luxury hospitality.
Findings
The findings reveal that immersive AI (vs traditional) luxury hospitality reduces customers’ behavioral intentions of using such services and perceived luxury value. Moreover, the findings indicate that the intention to use immersive AI (vs traditional) luxury hospitality services is contingent upon customers’ need for differentiation.
Originality/value
The findings have important theoretical and managerial implications for immersive technologies in luxury hospitality. They shed light on the dynamics between integrating immersive AI into luxury hospitality and its impact on customers’ differentiation motives and perceived luxury value. The findings reveal the detrimental effect of using immersive AI (vs traditional hospitality) within this context.
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Growing recognition of the metaverse has implied its far-reaching impacts on the tourism and hospitality industry. This paper sets out to detail the status of metaverse-related…
Abstract
Purpose
Growing recognition of the metaverse has implied its far-reaching impacts on the tourism and hospitality industry. This paper sets out to detail the status of metaverse-related research in tourism and hospitality, propose intriguing directions for future studies and highlight multiple areas that call for immediate attention from practitioners in navigating the metaverse phenomenon.
Design/methodology/approach
This viewpoint paper referenced the extant academic discussion on the metaverse, based on which timely suggestions for academia and practices are proposed.
Findings
This viewpoint paper presents an account of the metaverse and discusses the status of metaverse-related research in hospitality and tourism. It then proposes intriguing avenues for future research around the topics of marketing, reconceptualizing service quality, attitude and behaviors, electronic customer-to-customer interactions, transformative impacts on the society well-being and research methodology. Multiple areas that call for immediate attention from practitioners in navigating the metaverse phenomenon are also highlighted. Both scholars and industry organizations are called upon to assume some responsibility for mapping out protocols to guide the appropriate development, use and governance of metaverse worlds. Governments and policymakers are further encouraged to consider the ramifications of metaverse development for individuals and society and to devise proactive mitigation strategies.
Practical implications
This viewpoint paper proposes several directions for future business practices in the areas of co-creation, experiential consumption, and emerging critical issues in healthcare, human resources, and social media services. It expects to inspire more discussion about the potential impacts of metaverse on the wider society. Its practical significance will further expand the theoretical foundation of the metaverse research and makes this viewpoint paper an intriguing prospect.
Originality/value
The nascent stage of academic discussion intended to guide the development of metaverse is noteworthy, which forms a notable contrast with the growing recognition of its potential of co-creating transformational experiences in hospitality and tourism. This viewpoint paper joins the current academic conversations acknowledging this phenomenon in hospitality and tourism. Provided the notable topicality and empirical relevance, the expanded scope and rich content the present viewpoint paper provides for metaverse will offer a fruitful ground for future research to tap further into currently underrepresented areas.
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This chapter draws on longitudinal case study research that focused on the experiences of hospitality employees working in a UK university who worked split shifts in the morning…
Abstract
This chapter draws on longitudinal case study research that focused on the experiences of hospitality employees working in a UK university who worked split shifts in the morning and evening while completing NVQ 2 and 3 apprenticeship training. We show how fragmented working time (Rubery, Grimshaw, Hebson, & Ugarte, 2015) rather than long hours led to the apprenticeship training further eroding an already blurred work-life boundary as workers were required to complete training activities in their non-work time which for them is during the middle of the day. We argue current depictions of the positive impact of training and development on low paid workers are decontextualized from the challenges and priorities of workers whose work-life interface is already complex because of working fragmented hours across the day. This is complicated even further by the dynamic and evolving experiences of workers themselves as they experience the highs and lows of combining paid work and training. We situate the research in the context of wider conceptual debates that call for a more inclusive approach to research on the work-life interface (Warren, 2021) and highlight implications for HR practitioners who want to offer such opportunities to low paid workers in sectors such as hospitality, while also recognizing the complex challenges such workers may face.
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Drawing on affective events theory, the purpose of this study is to examine the mediation effect of positive affect on the association between fit (e.g. person-organization fit…
Abstract
Purpose
Drawing on affective events theory, the purpose of this study is to examine the mediation effect of positive affect on the association between fit (e.g. person-organization fit and person-job fit) and organizational commitment in the hospitality industry. The secondary aim is to investigate the moderated mediation effect of hospitality employees’ calling on these associations.
Design/methodology/approach
The authors collected data from 248 hotel employees in China at three different time points. A moderated mediation model was examined by using the bias-corrected bootstrapping method.
Findings
Results revealed that person-organization fit and person-job fit indirectly influenced organizational commitment via positive affect. Calling was found to moderate the indirect influences of person-organization and person-job fit on organizational commitment via positive affect.
Practical implications
Managing employees’ affective experiences in the hospitality industry and promoting their organizational commitment are key strategies for hospitality organizations to promote service quality and retain their employees. This study suggests that hospitality organizations should actively attempt to improve employees’ fit perceptions and promote their sense of calling.
Originality/value
By theorizing and investigating the mediating role of positive affect and the moderating role of calling in the association between fit and employee commitment, this research extends existing knowledge on the association between fit–job attitudes and makes notable contributions to the hospitality literature on fit, affect, calling and job attitudes.
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Lawrence Hoc Nang Fong, Erin Yirun Wang, Benigno Glenn R. Ricaforte and Rui Augusto Costa
This meta-analysis aims to examine and compare the pleasant ambient scent effects on consumers’ affective, cognitive and behavioural responses in the retail and hospitality…
Abstract
Purpose
This meta-analysis aims to examine and compare the pleasant ambient scent effects on consumers’ affective, cognitive and behavioural responses in the retail and hospitality sectors.
Design/methodology/approach
55 articles, including 102 effect sizes, are collected from electronic databases and search engines. The effect of pleasant ambient scents on consumer responses is examined using meta-regression analysis.
Findings
The results show a positive effect of pleasant ambient scent on all responses in both sectors, while the effects on cognitive and behavioural responses are stronger in hospitality than retailing. Moreover, the scent effects in hospitality research vary with method aspects, including sampling frame, research design, setting and location.
Research limitations/implications
The findings provide theoretical insights on the sensory tangibilization of experience and methodological insights on designing scent research.
Originality/value
The stronger effect of pleasant ambient scents on cognitive and behavioural responses in a hospitality environment signals that contextual differences should not be neglected. Moreover, hospitality researchers need to stay vigilant to the methodological influence on the findings about scent effects. These findings enrich the sensory marketing literature, in which contextual comparison is scarce.
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