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Open Access
Article
Publication date: 19 May 2023

Mario J. Donate, Fátima Guadamillas and Miguel González-Mohíno

This paper aims to analyze factors based on organizational knowledge management (KM; transactional memory systems and knowledge-oriented leadership [K-OL]) that help firms to…

2398

Abstract

Purpose

This paper aims to analyze factors based on organizational knowledge management (KM; transactional memory systems and knowledge-oriented leadership [K-OL]) that help firms to mitigate conflicts based on task management at work, with the aim to improve their innovation capabilities (IC). The knowledge-based view of the firm, conflict management theory and cognitive collective engagement theory have been used to build a model of relationships that connects the development of positive KM contexts and management of dysfunctional conflict with IC improvement.

Design/methodology/approach

Data survey collected from inland hotel establishments in Spain is used to test seven hypotheses by means of structural equations modeling, applying the partial least squares technique. Direct, indirect and mediating relationships between variables are examined from the structural path model.

Findings

The results confirm that, as expected, IC improve when K-OL and transactive memory systems (TMSs) are properly implemented by hotel establishments, which leads them to reduce negative effects of task management conflict (TMC). Significant direct effects are found between the key variables of the study and also a significant indirect effect between K-OL and IC through TMS reinforcement and the mitigation of TMC.

Practical implications

This paper provides useful ideas for hotel managers about how to improve KM contexts in their establishments while avoiding TMC. Efforts devoted to creating those contexts by hotel establishments are shown to be effective to improve their IC and create competitive advantages.

Originality/value

The analysis of IC improvement by studying TMC mitigation had not been researched to date by the KM literature. The consideration and testing of a model that integrates KM-related tools such as K-OL and TMS to avoid TMC in the hotel industry is the main contribution of this study.

Article
Publication date: 11 December 2019

Alessandro Panno

This paper aims to examine how modern small-medium enterprises (SMEs) operating in the tourism industry perceive and define corporate performance, and how they measure and monitor…

1980

Abstract

Purpose

This paper aims to examine how modern small-medium enterprises (SMEs) operating in the tourism industry perceive and define corporate performance, and how they measure and monitor businesses’ achievements. Actual performance measurement activities are expected to show how (and if) companies manage the key factors that drive value creation and value erosion processes. Are effective performance measurement activities aligned with main theoretical prescriptions?

Design/methodology/approach

Theory and previous empirical research on SMEs’ performance is instrumentally used to identify those key factors that are supposed to drive small/medium hotels’ business performance; building on a resource-based view (RBV) framework, which provides the theoretical perspective to link resources, capabilities and actions to firm performance, a model based on the financial, the operational and the organisational dimension of firm’s success is developed through the selection of a set of consistent financial and non-financial indicators. The balanced performance measurement model is then tested via a field research study based on a semi-structured questionnaire sent to 540 selected SMEs active in the tourism sector.

Findings

The results suggest that small-medium Italian hotels, typically family firms managed by owners, tend to adopt a balanced system of performance measurement that keeps track of the financial and non-financial dimensions of hotel’s performance; customer orientation proves to be an extremely important leading indicator of non-financial corporate performance. Amongst traditional financial indicators, net profits, profitability ratios such as return on investment and return on sales, revenues for available room, occupancy rate and some cost efficiency ratios are found to be relevant, whereas extensive use is made of non-financial metrics such as customer satisfaction, number of complaints, number of new and repeat customers, employee competencies and staff abilities. Furthermore, some interesting results about frequency of measurement and purpose of measurement are also presented.

Research limitations/implications

Data used in this study do not allow for a comprehensive analysis of the correlation between hotel performance and a specific measurement model implemented. Further future research that is meant to be developed will focus on the issue of addressing the nexus between firm performance and resource and capability used as strategic factors and monitored with an effective performance measurement system. The sample can also be expanded to carry out comparative analysis.

Practical implications

The results shed some further light on performance measurement activities actually implemented by Italian hotels. The evidence gives a contribution to understanding the relationship between critical resources and capabilities that need to be developed and effectively managed to reach superior business performance. Furthermore, the study highlights the need to design and implement a customised performance measurement model, which accounts for firm-specific resources and capabilities and sector-specific features for the hotel to properly manage those strategical success factors that can deliver sustained competitive advantage to the firm.

Originality/value

This research paper contributes to performance measurement literature, by suggesting that the development and the implementation of a simplified but structured and complete performance measurement system, designed on the specific needs and features of SMEs, seems to be a sensible way to improve resources and capabilities utilisation and to obtain a holistic understanding of the achievements of these organisations.

Details

Measuring Business Excellence, vol. 24 no. 2
Type: Research Article
ISSN: 1368-3047

Keywords

Article
Publication date: 8 November 2022

Ha Thu Nguyen, Anh Thi Tu Le, Anh Chi Phan and Thuy Dam Luong Hoang

Customer reviews on online platforms after their service experience not only provide useful information to help other customers make reasonable decisions about the hotel, but also…

Abstract

Purpose

Customer reviews on online platforms after their service experience not only provide useful information to help other customers make reasonable decisions about the hotel, but also provide a great opportunity for scholars to refresh the research directions on customer experience and satisfaction in tourism services. This paper aims to discover the key driver of international tourist satisfaction in the hospitality service and the way to effectively improve this factor, starting with the abundant online customer reviews.

Design/methodology/approach

A multi-perspective approach was used to compare the differences in service providers and service user’s interpretation of the factors that shape customer satisfaction. In addition to content analysis of nearly 2,500 online reviews of international tourists for 21 high-class hotels in Vietnam on Booking.com in 2019, the authors conducted in-depth interviews with the managers of 5-star hotels to show a comprehensive picture of customer satisfaction drivers, especially the staff factor.

Findings

The research results have clarified the main aspects of the staff – the most important service factor among the seven hotel service factors investigated from the customer’s perspective. On the other hand, the study also emphasized the gap between customers’ perception of the staff and the enterprise’s efforts and implementation of this factor. These findings allowed to identify aspects of staff that could be further improved to more effectively satisfy customers and provide a superior experience.

Research limitations/implications

The study suggested a potential research direction using a multi-perspective approach to better understand trends and shifts in customer experience and satisfaction. Further studies could overcome the limitation of the research scope of this paper by examining different destinations or expanding the exploration of both mid-range and budget hotels.

Practical implications

The findings offer implications for managers to improve tourist satisfaction by developing organizational culture and mindfulness-related training programs for employees.

Originality/value

This study has enriched the literature of tourism and hospitality services by providing empirical evidence on the exploitation of big data sources and deepening the insights into international tourist satisfaction with hotel services.

Details

Journal of Asia Business Studies, vol. 17 no. 4
Type: Research Article
ISSN: 1558-7894

Keywords

Article
Publication date: 17 October 2018

Syed Zamberi Ahmad, Norita Ahmad and Avraam Papastathopoulos

This study aims to delve upon customer satisfaction and service quality within small- and medium-sized hotels (SMSHs) by using a modified SERVQUAL model.

3102

Abstract

Purpose

This study aims to delve upon customer satisfaction and service quality within small- and medium-sized hotels (SMSHs) by using a modified SERVQUAL model.

Design/methodology/approach

Data for the study were collected from a sample of 253 guests of varying nationalities who stayed at SMSHs of one-to-three-star ratings in the UAE. Moreover, 15 face-to-face interviews were conducted. The influence of the five dimensions of the SERVQUAL model on visitors’ satisfaction was explored using structural equation modelling.

Findings

The results indicated that three out of the five dimensions of SERVQUAL, namely, tangible, responsiveness and assurance, have significant positive impact on visitors’ satisfaction of the SMSHs Industry. The remaining two dimensions of SERVQUAL, reliability and empathy, have no significant impact on visitors’ satisfaction.

Originality/value

This study provides a major contribution in that it offers the potential to examine a vastly under researched area of customer satisfaction and service quality of SMSHs in a developing country.

Details

Tourism Review, vol. 74 no. 3
Type: Research Article
ISSN: 1660-5373

Keywords

Article
Publication date: 22 October 2018

Frank Nana Kweku Otoo and Mridula Mishra

The purpose of this paper is to examine the mediating role of employee competencies in the association between human resource development (HRD) practices and organizational…

2399

Abstract

Purpose

The purpose of this paper is to examine the mediating role of employee competencies in the association between human resource development (HRD) practices and organizational performance.

Design/methodology/approach

An integrated research model was developed by combining principal factors from existing literature. Data were collected through questionnaire from 600 employees of the selected hotels. The validity of the model and hypotheses was tested using structural equation modeling. The reliability and validity of the dimensions are established through confirmatory factor analysis.

Findings

The results indicate that some HRD practices impact organizational performance through their influence on employee competencies. The study further revealed that employee competencies mediate the association between HRD practices and organizational performance.

Research limitations/implications

The research was undertaken in the hotel industry and the analysis based on cross-sectional data which cannot be generalized across a broader range of sectors.

Practical implications

The findings of the study have the potential to help stakeholders and management of hotels in adopting properly and well-articulated HRD practices to stimulate positive behavior in individuals and impact their knowledge, skills and attitudes.

Originality/value

This study extends the literature by adducing evidence that employee competencies mediated the association between HRD practices and organizational performance of the hotel industry in Ghana.

Details

European Journal of Training and Development, vol. 42 no. 7/8
Type: Research Article
ISSN: 2046-9012

Keywords

Article
Publication date: 12 August 2019

Raju Majumdar

The purpose of this paper is to provide a practitioners’ perspective on the valuation models used for valuing hotel property and the challenges posed by traditional valuation…

Abstract

Purpose

The purpose of this paper is to provide a practitioners’ perspective on the valuation models used for valuing hotel property and the challenges posed by traditional valuation models in their application and use. Set in the context of the Indian hospitality industry, the paper brings out the paradigm shifts that have taken place in recent years in the context of valuations. The paper also attempts to provide resolution to the issues and challenges raised.

Design/methodology/approach

This study assimilates data from senior finance professionals and by using semi-structured interviews, draws on a wide spectrum of hotels in India.

Findings

The findings suggest that the earnings-based models are largely followed in valuing hotel property in India. The major challenges encountered in the valuation process as highlighted by the respondents are related to (a) the growing uncertainty associated with projections of future earnings given the plethora of assumptions made at a micro and macro level, and (b) determination of an appropriate discounting factor for computing the present value of future cash flows.

Research limitations/implications

This paper generates useful qualitative information on existing practices in valuation in the Indian hospitality sector. The findings will be useful for hoteliers, policymakers and researchers in bringing forth the valuation challenges faced in the context of a developing economy and its characteristic institutional weaknesses. The findings of this paper may be furthered through appropriate and detailed quantitative analysis of primary and secondary data on the issues and challenges raised here.

Originality/value

This paper makes a sincere attempt to highlight the real challenges faced in valuing hotel properties and as such adds value to the existing literature.

Details

Worldwide Hospitality and Tourism Themes, vol. 11 no. 4
Type: Research Article
ISSN: 1755-4217

Keywords

Article
Publication date: 21 August 2007

Ahmed Hassanien

The purpose of this paper is to present an empirically‐based insight into the practice and perception of architects, interior designers and building contractors who make up the…

3267

Abstract

Purpose

The purpose of this paper is to present an empirically‐based insight into the practice and perception of architects, interior designers and building contractors who make up the external parties involved in the hotel renovation process.

Design/methodology/approach

In the paper a survey is used to elicit and represent existing practices as well as external parties' perceptions regarding renovation as a product development tool in the hotel industry.

Findings

The paper reports findings of a survey conducted with external parties' firms in Egypt on the challenges of renovation in the hotel industry.

Practical implications

The paper shows that, from the interpretation of the data reflecting responses of the external parties' companies in Egypt, the analysis shows that “lack of money” and “limits by owners” are perceived by external companies to be the main obstacles to renovation in all hotel categories. Surprisingly, the training of the external parties did not include marketing and the majority were found to have a limited understanding of marketing concepts, such as new product development and innovation. All the external parties referred most frequently to their design being for “the client”, meaning the hotelier, however, rather than the hotel customer.

Originality/value

In the paper, implications for both external parties and hoteliers are offered.

Details

Property Management, vol. 25 no. 3
Type: Research Article
ISSN: 0263-7472

Keywords

Article
Publication date: 1 January 2006

Ahmed Hassanien

This paper aims to explore the extent of the use of hotel renovation as a product development tool in the hospitality industry. It aims to gain an understanding of the nature of…

12170

Abstract

Purpose

This paper aims to explore the extent of the use of hotel renovation as a product development tool in the hospitality industry. It aims to gain an understanding of the nature of renovation within the context of large hotels.

Design/methodology/approach

The approach is a multiple case study of five star hotels in Egypt. A sample of nine hotels was selected.

Findings

The results reveal that Egyptian five star hotels use renovation to achieve different aims and goals. Surprisingly, the cases indicate that Egyptian five star hotels still use renovation as a reactive rather than proactive property management tool. The study suggests that renovation was found to be most successful in organisations that have clearly stated renovation strategies, a good relationship between the managing and owning companies, sufficient funds, and greater customer involvement.

Research limitations/implications

While the findings may be applicable to hotels other than five star and located in other parts of the world, further research would be required to conform this.

Practical implications

The paper will be useful to hotel groups, or those advising such clients who are considering renovation of luxury hotel accommodation.

Originality/value

Results are discussed in the context of theoretical and empirical work on renovation, and product development.

Details

Structural Survey, vol. 24 no. 1
Type: Research Article
ISSN: 0263-080X

Keywords

Book part
Publication date: 20 November 2020

Nil SONUÇ

Application of technology and meeting accessibility requirements of guests are two essential areas to consider and improve in order to facilitate, ameliorate and accelerate the…

Abstract

Application of technology and meeting accessibility requirements of guests are two essential areas to consider and improve in order to facilitate, ameliorate and accelerate the management of hospitality services furnished by hotels. These two trends carry great importance for competitivity of hotels' services and sustainability of tourism industry. They are two distinguishing characteristics that build a positive perception of hotels' image among its rivals.

This chapter aims to reflect the current level of conformance of the hotels' services to the Sustainable Development Goals (SDGs) for tourism, specifically, SDG 11 related to accessibility and SDGs 9, 12 and 13 related to technology. A qualitative research is conducted to find out the commitment and awareness levels of the hotel staff at managerial positions to the accessibility and technology requirements in line with the mentioned SDGs. The representatives of city centre hotels of İzmir, Turkey with three, four and five stars and boutique hotels categories are chosen as the target population. The results obtained via content analysis signal that the extent of conformity of hotels to technology and accessibility requirements in line with the adoption of the related SDGs depend on the creation of practical solutions on the educational, legal and managerial perspectives. The chapter contributes to academic literature in tourism management and brings suggestions for tourism practitioners to adapt and improve their services to meet the standards and requirements of SDGs related to accessibility and adoption of technology in hospitality services.

Book part
Publication date: 4 December 2023

Pratim Chatterjee and Rita Karmakar

This chapter aims to list the literature that document the role of hospitality industry achieving Sustainable Development Goals (SDGs), and to summarize those contributions…

Abstract

Purpose

This chapter aims to list the literature that document the role of hospitality industry achieving Sustainable Development Goals (SDGs), and to summarize those contributions, related to the literature. Extensive literature review was also conducted to explore a critical analysis of sustainable digitalization of the hospitality industry.

Design/Methodology/Approach

The article has undertaken a systematic literature review of all the significant research area of almost last two decades. Keyword searches were performed in Google Scholar search engine, where timeframe of “2001–2023” was used to filter the desired article. Total 141 research articles were primarily identified after the initial search. After screening the articles for relevance or duplicates, finally 107 articles were considered for this study.

Findings

This study figures out those environment-related SDGs which is considered essential for the hospitality industry. This study found the importance of adopting digitalization in hospitality sector to build inclusive environment and providing seamless experience to customers while focusing on both positive and negative aspects associated with digital transformation.

Originality/Value

Hospitality industry of numerous countries around the world are now exploring by implementing SDGs and Digitalization in their business practices. This study will provide insight to policymakers as development and usage of digital technologies and implementing SDGs in their practices are crucial for the sustainable transformation of hospitality industry. Sustainable transformation of hospitality sector not only improves services and helps us to make wiser choices when planning for a trip but also positively impact both physical and psychological well-being.

Details

Fostering Sustainable Businesses in Emerging Economies
Type: Book
ISBN: 978-1-80455-640-5

Keywords

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