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Article
Publication date: 5 August 2022

Carlos Díaz-Santamaría, Jacques Bulchand-Gidumal and Santiago Melián-González

The purpose of this paper is to analyze the perceived quality of service by guests in the reopening process during the COVID-19 pandemic.

Abstract

Purpose

The purpose of this paper is to analyze the perceived quality of service by guests in the reopening process during the COVID-19 pandemic.

Design/methodology/approach

The authors analyzed 1,679 TripAdvisor reviews from 2019 and 2020 that were written for hotels in Gran Canaria, Spain. The authors compared the average rating for 2019 and 2020 and the authors performed a content analysis of the reviews.

Findings

Guests perceived the quality of their stay to be worse during 2020, especially regarding food and beverage and staff behavior. The only service quality dimension that showed an improvement was related to open-air hotel installations.

Research limitations/implications

The authors only analyzed reviews in one language. The authors were not able to determine if the lower ratings in 2020 were due to the way in which they perceived the quality of service or to the fact that the quality of service was objectively worse.

Originality/value

This paper contributes to theory development in the field of hospitality management by providing new insights into how external events can influence hotel services and guests’ perceptions. This research shows how a health crisis that is external to the tourism industry has caused an impact on hotel staff management and on how hotel staff behavior is perceived. However, it is also possible that regardless of anything managers do, the rating that a guest awards a hotel will be lower than it would have been before the pandemic.

Details

Consumer Behavior in Tourism and Hospitality, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2752-6666

Keywords

Book part
Publication date: 17 January 2009

John F. Kros and Christopher M. Keller

Successful revenue management programs are found in industries where managers can accurately forecast customer demand. Airlines, rental car agencies, cruise lines, and…

Abstract

Successful revenue management programs are found in industries where managers can accurately forecast customer demand. Airlines, rental car agencies, cruise lines, and hotels are all examples of industries that have been associated with revenue management. All of these industries have applied revenue management, whether it be complex overbooking models in the airline industry or simple price discrimination (i.e., having a tiered price system for those making reservations ahead of time versus walk-ups) for hotels.

Details

Advances in Business and Management Forecasting
Type: Book
ISBN: 978-1-84855-548-8

Book part
Publication date: 12 October 2018

Ruiyu Feng, Yao-Chin Wang and Bill Ryan

This chapter conceptualizes a framework that can be applied to examine the service experiences of business tourists at luxury hotels. A synthesized literature review…

Abstract

This chapter conceptualizes a framework that can be applied to examine the service experiences of business tourists at luxury hotels. A synthesized literature review results in the identification of three service constructs − surprise, recovery, and sweetness − that constitute the service experiences. In the development of five propositions and in views of emotional appreciation and reciprocity, the chapter posits that emotional value from these three constructs of service experiences can enhance business tourists’ attitude of gratitude and consequently their willingness to pay a price premium. The proposed conceptual framework extends the three service constructs to, and integrates them with, a value–attitude–behavior model.

Details

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

Keywords

Book part
Publication date: 15 September 2016

Hilal Erkuş-Öztürk

The importance of diversification and innovation in strengthening of global competitiveness has been emphasized in both tourism and local development literature. The aim…

Abstract

The importance of diversification and innovation in strengthening of global competitiveness has been emphasized in both tourism and local development literature. The aim of this chapter is to define the factors (company type, company size, intra-industry investments, collaboration with other companies, and associations) that influence the product- and service-diversification of hotels. This chapter addresses the diversification and innovation strategies of hotels, not only in the light of tourism literature, but also of local development literature, and it provides empirical evidence based on a company-level survey. The findings of the study show that company type, company size, sector-specific knowledge (intra-industry investments and experience of hotel workers), and collaboration with other companies and institutions matter for product- and service-diversification of hotels.

Details

Tourism and Hospitality Management
Type: Book
ISBN: 978-1-78635-714-4

Keywords

Book part
Publication date: 14 October 2019

Sameer Mathur and Ashish Dubey

This paper identifies and models the effect of eight attributes that influence hotel room rents in India. These attributes are conceptually grouped into three factors: (1…

Abstract

This paper identifies and models the effect of eight attributes that influence hotel room rents in India. These attributes are conceptually grouped into three factors: (1) site factors including the presence or absence of a “swimming pool,” “free breakfast,” and the “hotel capacity”; (2) situational factors including, “distance from the airport,” “weekend/weekday,” “city population,” “cost of living”; and (3) a reputation factor indicated by “star rating.” Our regression model uses secondary data collected from a hotel booking website for 570 hotels across 18 cities of India. The results indicate that six out of these eight variables namely, presence of swimming pool, free breakfast, hotel capacity, distance from the airport, city population, and hotel star rating have a significant impact on hotel room rents in India.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-83867-956-9

Keywords

Book part
Publication date: 27 May 2008

Tomás F. Espino-Rodríguez and Manuel Rodríguez-Díaz

Outsourcing is an important phenomenon in hotel sector. It is changing from a tactical to a strategic perspective, with greater scope and relevance to the creation of…

Abstract

Outsourcing is an important phenomenon in hotel sector. It is changing from a tactical to a strategic perspective, with greater scope and relevance to the creation of competitive advantages. The opening up of hotels to outsourcing and strategic alliances improves individual competitiveness, but also has strong repercussions on destinations, especially those in a stage of maturity and requiring new approaches to improve competitiveness. This change in interorganizational relationships to a strategic perspective requires new theoretical and practical frameworks to make it easier for hotels to outsource their operations with greater potential for competitive advantage. This work proposes the types of relationship and degree of process integration required for relational capabilities to be achieved in the hotel sector when operations are outsourced. Finally, a series of conclusions are presented.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-0-7623-1489-8

Article
Publication date: 20 September 2022

Islam Elbayoumi Salem, Ahmed Mohamed Elbaz, Alamir Al-Alawy, Nasser Alhamar Alkathiri and Zakaria Elkhwesky

This study aims to examine the role of eco-label hotel engagement as a pathway to sustainable practices via scouting entrepreneurial resilience and orientation at highly…

Abstract

Purpose

This study aims to examine the role of eco-label hotel engagement as a pathway to sustainable practices via scouting entrepreneurial resilience and orientation at highly ranked hotels in Oman. The authors developed and tested a novel model built on resilience theory, the theory of entrepreneurial orientation and the theory of reasoned action (TRA).

Design/methodology/approach

Data from 167 human resources directors, hotel managers and other employees were analyzed by partial least squares structural equation modeling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA).

Findings

Results indicate a strong positive relationship between entrepreneurial resilience and entrepreneurial orientation. Entrepreneurial orientation significantly increased all eco-label strategies, but not all strategies enhanced sustainable tourism practices. High adoption of sustainability practices depended on core strategies related to awareness, benefits, reputation and necessity, but the cost was also an issue. Managers adopted sustainability practices if they were not perceived as costly, or when perceived as costly if they believed they would help them reduce operating costs.

Practical implications

Policymakers should assist hotel managers when the sector is hit by political events, natural disasters or health crises such as the current pandemic can bounce back and develop their resilience. Likewise, training and workshops can be organized to improve managers’ entrepreneurial mindset, which was found to be a precursor to favorable attitudes toward sustainability.

Originality/value

This study tests a novel model built on three theories: resilience theory, the theory of entrepreneurial orientation and the TRA by using PLS-SEM and fsQCA.

Details

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

Keywords

Article
Publication date: 30 September 2022

Kaung-Hwa Chen, Leo Huang and Ying Ye

This study aims to construct a scale for measuring the spa hotel experiencescape in wellness tourism, clarify the mechanism through which wellness tourism experiencescape…

Abstract

Purpose

This study aims to construct a scale for measuring the spa hotel experiencescape in wellness tourism, clarify the mechanism through which wellness tourism experiencescape influences revisit intention and investigate the mediation roles of authenticity, memorability and organizational identification.

Design/methodology/approach

This study conducted content analysis of interviews, online reviews and relevant articles and used the concept of experiencescape to interpret spa hotels’ experiential environment. The stimulus–organism–response (SOR) model was used as the basis for introducing authenticity, memorability, organizational identification and revisit intention to investigate how wellness tourism experiencescape affects tourists’ behavior. In total, 488 valid questionnaires were collected at Taiwanese spa hotel clusters.

Findings

Four factors of spa hotel experiencescape were identified: health promotion treats, mental learning, unique travel experience and healthy diet. Existential authenticity–memorability and existential authenticity–organizational identification exerted full positive mediation effects in the relationship between wellness tourism experiencescape and revisit intention.

Practical implications

This study provides guidance on experience design for spa hotels. It promotes the consideration of existential authenticity in wellness tourism design.

Originality/value

The COVID-19 pandemic has raised awareness of wellness, drastically increasing the potential of the wellness tourism market. This study investigated the construction of wellness tourism experiencescape and its influence, and the findings can facilitate post-pandemic restoration of the wellness tourism industry. On the basis of SOR model, a chain mediation model was proposed to reveal the influence of wellness tourism experiencescape on revisit intention. Existential authenticity was discovered to play a crucial role in the relationship between wellness tourism experiencescape and revisit intention, which suggests that existential authenticity should be considered during service design and in marketing strategies for wellness tourism.

Details

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

Keywords

Article
Publication date: 26 September 2022

Dora Yeboah, Masud Ibrahim and Kingsley Agyapong

This study aims to investigate the drivers that motivate employees and guests' hotel service participation to understand how that can influence the implementation of Value…

Abstract

Purpose

This study aims to investigate the drivers that motivate employees and guests' hotel service participation to understand how that can influence the implementation of Value Co-Creation (VCC) in sub-Saharan African context.

Design/methodology/approach

Using an interpretive paradigm, the study draws on 32 in-depth interviews, 6 focus group discussions involving 32 participants and participant observation field notes. Data were analysed using thematic analysis.

Findings

The study unravels nine motives that drive employee–guest VCC participation: passion, relationship, belongingness, shared and enhanced experiences, satisfaction, reputation development, openness, communication and rewards.

Research limitations/implications

This exploratory, cross-sectional study was undertaken in hotels within sub-Saharan Africa. Thus, findings cannot be generalised. However, it provides an opportunity for future quantitative approaches within different contexts involving other stakeholders.

Practical implications

Considering the numerous challenges from COVID-19 pandemic on the service industry, hotel managers might want to use the findings to not only formulate policies that support employee–guest co-creation for service improvement and survival but also introduce enhanced innovative service practices that deliver on employee and guest service expectations for retention. The findings encourage hotel managers to identify employee and guest context-specific motivations to be able to match with value-driven service activities, aimed at attracting positive behaviours to better respond to the numerous COVID-19-related challenges.

Originality/value

This work adds to the VCC literature by investigating the collective and individual drivers at the employee and guest dyadic level within sub-Saharan African hotel context. The authors propose a comprehensive model to guide the successful implementation of employee–guest VCC.

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: 30 September 2022

Anam Afaq, Loveleen Gaur and Gurmeet Singh

Social customer relationship management (SCRM) is an evolving strategy gaining prominence in the hotel industry by cultivating new, improved relationships through engaging…

Abstract

Purpose

Social customer relationship management (SCRM) is an evolving strategy gaining prominence in the hotel industry by cultivating new, improved relationships through engaging customers on social media (SM) platforms. Accordingly, this study aims to assess the effect of SCRM on customer service and customer loyalty (CL) in the hotel industry. This study also explores the moderating effect of COVID-19 (EC) on the relationship between (customer engagement [CE] and improved customer service [ICS]) and (CE and trust [TR]).

Design/methodology/approach

This study develops and tests the SCRM model using structural equation modelling on a sample size of 214 responses. The questionnaire was administered online to the customers of five preselected global hotel chains. The criteria for selecting the participants were that they must have tweeted from their Twitter handle by using # (hashtag) hotel name to resolve any customer service issues.

Findings

Results denote that CE significantly impacts ICS. CE was also found to exert a substantial effect on TR. The moderating EC was also found to be significant, but the effect was weak. Although the customers were extensively impacted by the pandemic and were initially hesitant to visit hotels, SCRM proved to be a powerful tool to gain back customer trust (CT) and develop CL by upsurging the shadows of COVID-19.

Practical implications

This study suggests that viable enforcement of the SCRM system can assist in real-time monitoring and tracking of customers' activities. This can develop a more profound connection with customers through CE which can boost the co-innovation process.

Originality/value

This study denotes a pioneer attempt to investigate the relationships between SCRM, CE, CT, ICS, CL and COVID-19 in the same framework in a SM context.

Details

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

Keywords

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