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1 – 10 of over 2000
Article
Publication date: 19 March 2018

Ksenia Kirillova and Janelle Chan

This paper aims to investigate the effect of hotel aesthetics as represented in online spaces (e.g. online travel agency website) in prospective guests’ evaluation of expected…

3542

Abstract

Purpose

This paper aims to investigate the effect of hotel aesthetics as represented in online spaces (e.g. online travel agency website) in prospective guests’ evaluation of expected service quality and booking intentions, as well as the interplay between aesthetic and functional values as related to those outcomes.

Design/methodology/approach

A scenario-based experimental design is conducted with 203 Chinese respondents. A between-subject two-way multivariate analysis of covariance (high vs low aesthetic value; high vs low functional value), which also controlled for respondents’ individual tendency to appreciate beauty, is used.

Findings

Results show that high aesthetic value hotels are more likely to be booked and perceived as able to deliver better services in SERVQUAL dimensions of tangibles, reliability and assurance. There are no significant effects for responsiveness and empathy. Given the presence of the aesthetic effect, hotel functional value has no impact on the outcome variables.

Practical implications

Hotel managers are recommended to employ professional photographer-artists who are aware of the aesthetic value of hotels and can translate this value into information technology-mediated spaces. Such professionals should be able to create a composition that balances the elements of classic (e.g. symmetry vs asymmetry) and expressive (e.g. color) aesthetics.

Originality/value

This research brings out a number of insights from the product experience literature in the hospitality context and points to the limitations of the product visual attractiveness in engendering positive service quality evaluation.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 10 January 2022

Zhangxiang Zhu, Xiaoqian Zhang, Jing Wang and Sixuan Chen

The study aims to explore the effects of photograph quality on visual appeal, perceived usefulness and viewers' travel intentions from rational and irrational perspectives while…

Abstract

Purpose

The study aims to explore the effects of photograph quality on visual appeal, perceived usefulness and viewers' travel intentions from rational and irrational perspectives while simultaneously providing some references for the management and marketing of tourism destinations.

Design/methodology/approach

The study comprises four experiments combined with structural equation modeling to explore the influence mechanism of photograph quality on travel intentions.

Findings

(1) Higher-quality photographs offer greater visual appeal and perceived usefulness to viewers, and these relationships are moderated by the photograph source. Specifically, high-quality photographs generated by other tourists have more visual appeal and perceived usefulness to viewers. However, there are no significant differences in the impact of low-quality photographs generated by other tourists and destination marketing organizations (DMOs) on visual appeal and perceived usefulness. (2) Visual appeal and perceived usefulness significantly affect viewers' travel intentions, and visual appeal positively affects perceived usefulness. (3) Travel experience positively moderates the effects of visual appeal and perceived usefulness on viewers' travel intentions.

Originality/value

The study explores the effects of the visual appeal (irrational factor) and perceived usefulness (rational factor) associated with photograph quality on viewers' travel intentions. Photograph source and travel experiences have moderating effects on this influence mechanism.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 35 no. 1
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 1 September 2021

Ruihe Yan, Kem Zikun Zhang and Xiang Gong

Listing popularity indicates the public’s interest in a listing on peer-to-peer (P2P) accommodation platforms. Although listing popularity is crucial to the survival and…

Abstract

Purpose

Listing popularity indicates the public’s interest in a listing on peer-to-peer (P2P) accommodation platforms. Although listing popularity is crucial to the survival and development of the P2P accommodation platform, this issue has received limited attention in the tourism management discipline. Drawing upon the heuristic-systematic model and uncertainty reduction theory, this study aims to examine the impacts of host and property attributes on listing popularity.

Design/methodology/approach

The model was empirically validated using a data set of 6,828 listings on a popular P2P accommodation platform called Airbnb. This study chooses a hierarchical regression analysis to perform the model validation.

Findings

The findings reveal that host self-disclosure, host reputation and host identity verification are key host attributes in promoting listing popularity. Meanwhile, property visual description, property photo verification and property visual appeal are important property attributes in facilitating listing popularity.

Research limitations/implications

The study adds useful insights on understanding on determinants of listing popularity. Future researchers are recommended to empirically verify the underlying psychological mechanism by which host attributes and property attributes influence listing popularity.

Practical implications

The P2P accommodation platform should promote the listing popularity by taking advantage of the host attributes and providing property attributes.

Originality/value

First, to the best of the authors’ knowledge, this study is one of the few studies to explore the formation of the listing popularity. Second, this study examines how the host and property attributes promote the listing popularity through the heuristic and systematic information processing modes.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 12
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 11 April 2020

Ye (Sandy) Shen, Michael Lever and Marion Joppe

Destination management organizations deliver travel-related information through visitor guides to build destination awareness and attract potential tourists. Therefore, this…

Abstract

Purpose

Destination management organizations deliver travel-related information through visitor guides to build destination awareness and attract potential tourists. Therefore, this research aims to investigate how people read such a guide, understand their attitudes and to provide recommendations on enhancing its design.

Design/methodology/approach

This research used eye-tracking technology in tandem with surveys and in-depth interviews. Eye-tracking technology uncovered the elements of a visitor guide that attracted particular attention, whereas surveys and interviews provided deeper insights into people’s attitudes toward them.

Findings

People do not spend attention equally on each page of a visitor guide. Instead, they look at the reference points (i.e. photo credits, photos, headings and bolded words) and then read the adjacent areas if the information triggers their interest. The characteristics of the attractive components of a visitor guide were discussed and suggestions on designing a more appealing guide were provided.

Research limitations/implications

The triangulated approach not only generated objective and insightful results but also enhanced research validity. This exploratory sequential mixed method can usefully be applied to test other stimuli and assess attention.

Practical implications

To be deemed appealing, a visitor guide should avoid ads unrelated to the destination, include more photos, use the list format and bolded words, add stories or selected comments from social media and provide well-designed maps.

Originality/value

This research fills a gap in the literature by using a triangulated approach including eye-tracking, survey and interviews to examine a 68-page visitor guide. The concept of reference-point reading behavior is proposed. Practical implications are discussed to improve the design of a visitor guide.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Book part
Publication date: 29 November 2019

Ksenia Kirillova and Philipp Wassler

Tourism research has been largely unconcerned with the aesthetic dimension, although few attempts have recently begun to surface. In this chapter, the authors highlight a…

Abstract

Tourism research has been largely unconcerned with the aesthetic dimension, although few attempts have recently begun to surface. In this chapter, the authors highlight a multifaceted process of incorporating aesthetics in tourist experience design, based on a three-level framework for theming. The first level is based on aesthetic features of destinations as atmospherics. The second level deals with multisensory atmospherics, transcending the mere visual focus of the tourist gaze. Key experiences of the beautiful, sublime and picturesque are deeply embedded in visual, somatic, olfactory, auditory and gustatory decoding of aesthetic markers. The third level deals with the human factor in atmospherics, particularly focussing on the role of residents. Through a discursive lens, local people are simultaneously identified as sources, co-creators and beneficiaries of aesthetic environments. Thus, the chapter hopes to open possibilities for exploring experiences of atmospherics (including aesthetics) through a dialectic approach.

Details

Atmospheric Turn in Culture and Tourism: Place, Design and Process Impacts on Customer Behaviour, Marketing and Branding
Type: Book
ISBN: 978-1-83867-070-2

Keywords

Article
Publication date: 5 December 2022

Natasha Khalil, Siti Noorfairus Che Abdullah, Siti Norsazlina Haron and Md Yusof Hamid

The survival of hotel business in maintaining market competitiveness depends on the constant improvement of the quality of hotel facilities and services. The key to sustain hotel

1399

Abstract

Purpose

The survival of hotel business in maintaining market competitiveness depends on the constant improvement of the quality of hotel facilities and services. The key to sustain hotel business is lean on the adaptability of the hotel management team towards current lifestyle trends and its surrounding context in fulfilling customer satisfaction. Because of hotel operating service complexity, the hotel contributes a higher impact on environmental degradation in performing their daily activities. Therefore, hoteliers need to determine sustainable strategies to minimize environmental impact and at the same time be able to provide satisfaction to their customers. However, green initiatives require a proactive action by the organizational management engaging both employees and guests in the environmental management process. Thus, this paper aims to review the concept of green practices, the implementation of green practices from the stakeholders’ perspectives (manager, employee and customers) in the hotel industry, the performance impact from the green practices on the sustainability pillars and to further develop a conceptual green practice to sustainable hotel operations and performance impact.

Design/methodology/approach

This paper identified relevant empirical research that published in the recent 10 years from January 2012 to December 2021. The articles are searched through reputable databases such as Emerald, Elsevier and Taylor and Francis. The obtained data were screened preliminarily from 108 research papers. The post-screening process has finalized a total of 57 articles as the findings for this paper, where the themes were delineated to the attributes that need to implemented by the stakeholder in hotels industry, that is, manager’s perspectives, employee’s perspectives and customer’s perspectives.

Findings

The findings of this paper revealed that there are 27 attributes of green practices and initiatives for sustainable hotel operations from the manager perspectives (10 attributes – Green Marketing Strategy, Green Managerial Attitude, Eco-Innovation Investment, Marketing and Sustainability, Environmental Management Strategy, Green Supply Chain, Green Managerial Awareness, Green Procurement, Green Human Resources and Green Technology), employee perspectives (5 attributes – Employee Green Awareness, Employee Green Training and Educating, Employee Environmental Behaviour, Employee Green Performance and Employee Green Reward) and customer’s perspectives (12 attributes – Customer Perception, Customer Loyalty, Customer Awareness, Customer Behaviour, Customer Trust, Green Supply Chain, Green Value, Green Marketing Strategy, Customer Perceived Value, Service Quality, Brand Image and Hotel Design). All of the attributes are aligned to the performance effectiveness as the major concern in the hotel’s operations and impacted towards the sustainability pillars, environmental performance, economic performance and social performance. Sustainable practice in organization benefits the owners towards sustainable economic, environmental, socio-cultural and legal policy.

Originality/value

This review paper provides key elements of current green practices and sustainable initiatives for the hotel’s operations, as proactive measures. The novelty of the findings is to be able to convey valuable inputs to the relevant stakeholders (hotel’s owner, consultants, designers, maintenance officers, hoteliers, staffs, customers and end-users) in perceiving the elements of green practices into the preliminary planning of the hotel’s design. The review also helps to identify practices and measures to the performance impact to the hotel’s operations.

Details

Journal of Facilities Management , vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1472-5967

Keywords

Open Access
Article
Publication date: 15 May 2019

Ali Shafiq, Md Imtiaz Mostafiz and Mutsumi Taniguchi

The purpose of this paper is to use SERVQUAL to measure Generation Y’s (Gen Y) perceived service quality and its effects on their satisfaction toward the Malaysian hotel industry.

8822

Abstract

Purpose

The purpose of this paper is to use SERVQUAL to measure Generation Y’s (Gen Y) perceived service quality and its effects on their satisfaction toward the Malaysian hotel industry.

Design/methodology/approach

The required data were collected through questionnaire, distributed to 200 respondents in four areas of Klang Valley. The collected data were put through multiple regression to identify the effect of SERVQUAL dimensions on service quality.

Findings

The results reveal that all the elements of SERVQUAL, except tangibility, had a significant and positive relationship with customer satisfaction.

Research limitations/implications

It is a niche area research which is done on a small population in a specified geographical area within Malaysia, though its research implications are significant and add significantly to the tourism literature with respect to Gen Y.

Practical implications

This research holds importance in the growing service tourism and hoteling industry in Malaysia, where Gen Y holds a key economic position and is predicted to grow even further in the near future.

Originality/value

It is a niche area research done on very specific consumers in Malaysia. It, therefore, adds to the emerging field of tourism in relation to Gen Y.

Details

Journal of Tourism Futures, vol. 5 no. 1
Type: Research Article
ISSN: 2055-5911

Keywords

Abstract

Details

Pioneering New Perspectives in the Fashion Industry: Disruption, Diversity and Sustainable Innovation
Type: Book
ISBN: 978-1-80382-345-4

Keywords

Article
Publication date: 18 February 2020

Vanessa Apaolaza, Patrick Hartmann, Cristobal Fernández-Robin and Diego Yáñez

This paper aims to examine the effects of natural plants on satisfaction and loyalty in the hospitality servicescape and provides a theoretical framework explaining the underlying…

1634

Abstract

Purpose

This paper aims to examine the effects of natural plants on satisfaction and loyalty in the hospitality servicescape and provides a theoretical framework explaining the underlying processes.

Design/methodology/approach

An experimental study (plants vs no-plants) was conducted in a restaurant with a sample of 119 individuals. Data were analyzed using ANOVA and bootstrapping moderated mediation analysis (Hayes, 2013).

Findings

The results of the study confirmed significant effects of indoor natural plants on consumers’ satisfaction and loyalty, mediated by the experiential value components of aesthetic value, service excellence and escapism. The absence of an interaction of these influences with consumers’ connectedness to nature indicates that the beneficial effects of indoor plants universally affect all individuals, independent of their personal degree of feeling connected with nature.

Practical implications

Indoor natural plants as ambient elements in restaurants can improve satisfaction and loyalty by enhancing the dimensions of aesthetics and escapism of the service experience, as well as the perception of service quality.

Originality/value

This is the first experimental study analyzing the effects of indoor plants on customer satisfaction and loyalty conducted in a real-life restaurant setting using actual plants. The findings contribute theoretically by providing an integrated conceptual model of the satisfaction and loyalty effects of atmospheric stimuli (i.e. plants) in the hospitality servicescape, which offers a process explanation based on the mediating influence of aesthetic value and the sequential mediations of aesthetic value → service excellence and aesthetic value → escapism.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 30 January 2019

Laurie Wu, Kevin Kam Fung So, Lina Xiong and Ceridwyn King

There is a growing trend that hospitality brands are allowing employees to personalize their workplace display. Following this trend in practice, this paper aims to examine the…

1401

Abstract

Purpose

There is a growing trend that hospitality brands are allowing employees to personalize their workplace display. Following this trend in practice, this paper aims to examine the influence of employees’ conspicuous consumption cues (ECCCs) on consumer responses toward service failures in luxury dining.

Design/methodology/approach

Two experiments were conducted. Study 1 adopted a 2 (ECCC: present vs absent) × 2 (employee physical attractiveness: control vs high) between-subject experiment to test the effect of ECCCs in interactional service failures. Study 2 tested the hypotheses in core service failures.

Findings

The results of Study 1 indicate that the presence of ECCCs lowers consumers’ negative behavioral intentions in interactional service failures when employees are highly attractive. When employees’ attractiveness is not distinctive, however, ECCCs lead to higher levels of negative behavioral intentions. Mediation test results demonstrate that perceived employee service competence drives this effect. Results of Study 2 show that the joint effect of ECCCs and physical attractiveness is attenuated when core service failures are not attributable to the service employee.

Research limitations/implications

Extending previous research, this study reveals the impact of employees’ physical characteristics on consumers’ post-failure responses. In addition, the effect of ECCCs on consumers’ post-failure responses was driven by the psychological process of perceived competence.

Practical implications

Findings of this research emphasize the importance for hospitality brands to practice tight control over employee esthetics. For hospitality brands that embrace individuality in the workplace, results of this research highlight the importance of service training in customer interactions.

Originality/value

This research examines an underexplored phenomenon in the hospitality service setting: employees’ display of conspicuous consumption cues and its impact on consumers’ responses to service failures.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

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