Search results
1 – 10 of 620Chunli Ji, Catherine Prentice, Erose Sthapit and Inman Lei
Using the analogy of “If you build it, they will come” from the movie Field of Dreams, this study aims to draw on relational signaling and commitment–trust theories to examine the…
Abstract
Purpose
Using the analogy of “If you build it, they will come” from the movie Field of Dreams, this study aims to draw on relational signaling and commitment–trust theories to examine the role of different types of trust (cognitive, affective and relational) in the relationship between relational-encounter quality and customer loyalty to service employees and to the organization in the case of an integrated casino resort. The study confirms that building it (trust), they (customers) will come to the casino exhibited in their loyalty to casino hosts and their affiliated casinos.
Design/methodology/approach
The study was conducted with very important person (VIP) customers who have a designated VIP host to provide them with personal services at an integrated casino resort in Macau. The questionnaire was distributed to the respondents by VIP hosts using WeChat and Tencent QQ.
Findings
The study shows that different types of trust (cognitive, affective and relational) play a significant mediation role in the relationship between relational-encounter quality and the customers’ loyalty to the hosts and their affiliated casinos.
Originality/value
To the best of the authors’ knowledge, this study is the first to investigate the roles of different types of trust (cognitive, affective and relational) in the relational encounter between casino hosts and VIP customers and provides insights into the link between service employees and their firm through the nurturing of the service encounter with the firm’s key accounts.
Details
Keywords
John Paolo R. Rivera and Warner M. Andrada
While government is known to provide political guidance and exercising its executive function, it is also has regulatory powers through laws it enacts. In fostering…
Abstract
While government is known to provide political guidance and exercising its executive function, it is also has regulatory powers through laws it enacts. In fostering sustainability, it is important to inquire how government's role can be innovated to facilitate sustainability, particularly in the travel and tourism industry. By reviewing tourism governance literature and mapping governance roles in the travel and tourism industry, this chapter creates a policy framework that underscores a new approach to tourism governance. We underscore that government's role must pivot toward being more developmental than regulatory so that it can effectively stimulate the market to sustainability by fostering value creation, supporting manpower capacitation, ensuring health and safety, and protecting the environment. This can be done if government will not fix the market and promote free market policymaking.
Details
Keywords
Harold Sang Kwon Lee, Jue Wang, Yahaira Lisbeth Moreno-Brito, Yiwen Shen and Hak-Seon Kim
This study aims to explore the quality of user-generated content regarding readability, polarity, word length and diversity, as well as its implications for guest satisfaction in…
Abstract
Purpose
This study aims to explore the quality of user-generated content regarding readability, polarity, word length and diversity, as well as its implications for guest satisfaction in Las Vegas luxury gaming resorts.
Design/methodology/approach
This study examined 12,940 textual customer reviews from six luxury hotels in luxury gaming destination resorts via Google Travel gathered from SCTM 3 (Smart Crawling and Text Mining). Moreover, the regression analysis identified the relationship between the variables in the textual customer reviews and the customer’s overall satisfaction.
Findings
A key finding of this study revealed that word length moderates the relationship between readability and overall customer satisfaction negatively, whereas it positively moderates the path from sentiment polarity and diversity to overall customer satisfaction.
Originality/value
This study contributes to the relationship between technical aspects of online reviews. The adopted methodology allows us to precisely identify the essential attributes that influence customer satisfaction through textual reviews. Further, the study explores the quality of user-generated content, addressing aspects such as readability, polarity, diversity and word length, providing a unique perspective on how these specific elements directly impact customer satisfaction in this context of hotels in luxury in Las Vegas.
研究目的
本研究探讨了用户生成内容的可读性、情感倾向、词长和多样性等方面的质量, 以及这些因素对拉斯维加斯豪华博彩度假村顾客满意度的影响。
研究方法
本研究通过 SCTM 3(智能爬虫与文本挖掘)收集了谷歌旅行上的六家豪华酒店的12,940 条客户评论文本。此外, 回归分析确定了文本客户评论中的变量与客户整体满意度之间的关系。
研究发现
本研究的一个关键发现是, 词长在可读性与整体顾客满意度之间的关系中起到负面调节作用, 而在情感倾向和多样性与整体顾客满意度之间的路径中起到正面调节作用。
研究创新
本研究对在线评论的技术方面之间的关系作出了贡献。采用的方法使我们能够精确识别通过文本评论影响顾客满意度的关键属性。此外, 本研究探讨了用户生成内容的质量, 涉及可读性、情感倾向、多样性和词长等方面, 提供了独特视角, 揭示了这些具体元素如何直接影响拉斯维加斯豪华酒店顾客满意度。
Details
Keywords
Glenn McCartney and Angel Liew Kim Yoke
Restaurants are challenged to secure attraction attributes that provide motives, satisfaction and experiences for guests. The social interaction between server and guest can…
Abstract
Purpose
Restaurants are challenged to secure attraction attributes that provide motives, satisfaction and experiences for guests. The social interaction between server and guest can provide. Our case study aims to examine the perspectives of hospitality executives towards showmanship and server performances in restaurants to enhance servicescape and elevate guest experiences.
Design/methodology/approach
A literature review examined employee showmanship as part of the cocreation of gastronomic experiences and servicescape. Additional data were obtained from semi-structured interviews with 15 hospitality executives affiliated with Macao’s integrated resorts (IRs), and the information was examined using thematic analysis.
Findings
The study outcomes showed management support for showmanship performed by servers or chefs in cocreating immersive memorable dining experiences and social media and user-generated content (UGC). This was perceived to distinguish a restaurant from the competition. However, server talent and showmanship interaction with guests must be well managed, and bundled with additional restaurant servicescape attributes.
Practical implications
The comments from hospitality management provide key insights towards implementing and maintaining showmanship which will involve resource challenges including server artisan talent and restaurant design.
Originality/value
Server showmanship social interaction and value cocreation with guests are rarely discussed, although a key part of guest restaurant motivation and in creating an immersive experience. We address the limited understanding of hospitality management assessment towards developing showmanship, providing practical perspectives to assist restaurant and bar management to integrate and develop showmanship to enhance customer dining experiences.
Details
Keywords
Abstract
Purpose
Along with the development of the robotics industry, service robots have been gradually used in the hospitality industry. Nevertheless, service robot categorization and the fulfillment of the cognitive and emotional needs of consumers by hotel service robots have yet to be fully explored. Hence, the purpose of this study are to categorize hotel service robots, to explore consumers’ robot hotel experience, to identify the consumers’ preference of hotel service robot in general, to reveal consumers’ preference for hotel service robots based on their fulfillment of emotional needs and to examine the completion of cognitive–analytical and emotional–social tasks.
Design/methodology/approach
Through in-depth interviews with technology managers and questionnaire survey among consumers who have and have not had robot hotel stay experience to achieve the aforementioned research objectives.
Findings
Findings of in-depth interviews show that service robots can be categorized as check-in/out robots, artificial intelligence (AI) robots and service delivery robots. Results of questionnaire survey indicate that consumers prefer non-humanoid robots (n = 213, p = 47.87%) among check-in/out robots, the Xiaodu Smart Display (n = 163, p = 36. 63%) among the AI robots and the machine-shaped robot porter (I) (n = 178, p = 40.00%) among the service delivery robots.
Practical implications
This study provides implications, such as the adoption of robot-shaped AI with a screen display, to hotel managers to meet the needs of consumers regarding the completion of cognitive–analytical and emotional–social tasks of robots.
Originality/value
This study extends uncanny valley theory by identifying preference for the shape and functions of different categories of service robots and contributes to the limited literature on hotel robots.
Details
Keywords
María Fernández-Muiños, Roberto Sánchez-Gómez and Luis Vázquez-Suárez
This study aims to reveal how the organizational structure (vertical integration vs. franchising) of 308 stores in a Spanish fashion retail franchise chain affects their…
Abstract
Purpose
This study aims to reveal how the organizational structure (vertical integration vs. franchising) of 308 stores in a Spanish fashion retail franchise chain affects their performance measured through two key performance indicators commonly used in this industry, namely, labor productivity and service quality ratings. We also appraise the moderating role played by the servant leadership of franchisees and managers of company-owned outlets to explore its influence on the relationship between organizational structure and store performance.
Design/methodology/approach
We have used multivariate analyses to study the research questions, with a panel dataset of quarterly store-level data for the period January–December 2022.
Findings
Vertically-integrated stores record lower labor productivity than franchised ones. This impact is lower in stores run by individuals high in servant leadership than in those run by individuals low in it. Franchised outlets also record lower ratings in service quality than vertically-integrated stores, and this negative impact is weaker in stores run by individuals high in servant leadership.
Originality/value
Nothing has thus far been published on the moderating effect of servant leadership in the relationship between the organizational structure of different stores and their outcomes in franchise systems.
Details
Keywords
Fajar Kusnadi Kusumah Putra and Rob Law
This paper identifies the critical success factors (CSFs) of virtual hotel operator (VHO) in using hotel management system partnerships with small- and medium-sized hotels (SMSHs).
Abstract
Purpose
This paper identifies the critical success factors (CSFs) of virtual hotel operator (VHO) in using hotel management system partnerships with small- and medium-sized hotels (SMSHs).
Design/methodology/approach
This study uses a qualitative approach, with 25 semi-structured interviews with hotel owners and VHO management. Thematic analysis is used to determine themes to evaluate hotel owners and operators' perceptions.
Findings
CSFs for VHO partnership with SMSHs include marketing and promotion strategies, client relationships, training and human resources development, hotel operation management, innovation strategies, capital expenditures and property management systems (PMSs). VHOs also have a symbolic impact on the mutualistic relationship with SMSHs by increasing service and enhancing product competitiveness and profitability.
Research limitations/implications
Findings are beneficial for VHO in determining the most significant CSFs, thereby establishing additional metrics in business performance and increasing resilience in the accommodation sector. Further studies can measure the digital technology factors from VHO, including PMSs and mobile applications.
Originality/value
This study first identifies CSFs for VHO companies from the perspectives of hotel owners and management. This contribution adds to the literature on CSFs in the context of digital technology implementation in SMSHs. Moreover, implications are beneficial for VHO management in determining the most significant CSFs for companies to measure the business performance of the companies and increase resilience in the accommodation sector.
Details
Keywords
Raymond Adongo, Ja Young (Jacey) Choe and Sadia Shine Sulemana
This study seeks to examine motivations, challenges and strategies implemented to sustain environmentally friendly practices in Macau hotels and the effects of the COVID-19…
Abstract
Purpose
This study seeks to examine motivations, challenges and strategies implemented to sustain environmentally friendly practices in Macau hotels and the effects of the COVID-19 pandemic on such practices.
Design/methodology/approach
Executives in sustainability departments of hotels in Macau were purposefully targeted for the in-depth interviews. Ten executives were interviewed either face-to-face or via video call.
Findings
The findings revealed that hotels in Macau implement sustainable practices. The main motivation for their implementation was the need to protect the environment, compliance and business-driven reasons. The major challenge involved the implementation costs. The pandemic had a limited impact on the implementation of these practices.
Practical implications
The study recommends that the Macau government should establish clear environmental policies and regulations for hotels with guidelines and support systems. Hotels can also benchmark their performance and collaborate on sustainable practices, develop innovative financing mechanisms and cost-efficient waste recycling practices, organize customer education and engagement programs to promote environmentally friendly practices and incorporate crisis management and resilience strategies into environmental strategies.
Originality/value
The current study denotes that the “sustainable development” concept is crucial in Macau because the largely gaming-driven hospitality industry has been developed over the last decade, significantly impacting environmental degradation. This study examined how hotels respond to these environmental challenges and how their responses can be sustained in the long term. The authors suggest the environmental practice indicators that can be helpful for the hospitality industries in Macau. Social and economic implications are discussed based on the findings.
Details
Keywords
Kanapot Kalnaovakul, Kandappan Balasubramanian and Stephanie Hui-Wen Chuah
This study investigates the service quality dimensions of hotel resorts in renowned beach destinations of Thailand. It also explores the relationship between review text sentiment…
Abstract
Purpose
This study investigates the service quality dimensions of hotel resorts in renowned beach destinations of Thailand. It also explores the relationship between review text sentiment expressed in online platforms and the satisfaction ratings provided for those reviews.
Design/methodology/approach
The study employs a two-step analysis approach: first, supervised and unsupervised machine learning via support vector machine (SVM) and latent Dirichlet allocation (LDA) are used to identify service quality dimensions, and second, SmartPLS with PROCESS macro is applied to analyze the moderating roles of quality signals and reviewer’s experience on the relationship between sentiment and satisfaction rating. The dataset comprises 102,179 online reviews from TripAdvisor, focusing on 187 selected hotels rated from 3 to 5 stars.
Findings
Eight service quality dimensions were identified, including leisure activities, tangibles and surroundings, reliability, responsiveness, service process, food, empathy and ambience. The study underscores that the service process stands as the sole dimension exhibiting negative sentiment. Furthermore, the analysis revealed a robust positive association between sentiment of review texts and satisfaction, and reviewers’ experience and brand affiliation influenced the relationship between customer sentiment and satisfaction.
Practical implications
Hotel managers should focus efforts on maintaining tangible aspects while enhancing existing service quality level of other dimensions, particularly those related to intangible elements. Independent hotels might implement quality audit to ensure that service quality gaps are monitored.
Originality/value
This study contributes an examination of the moderating roles of quality signals and reviewer’s experience on the relationship between review sentiment and satisfaction rating in online reviews.
Details
Keywords
Darko Dimitrovski, Veljko Marinković, Aleksandar Djordjevic and Erose Sthapit
This study aims to develop and test a model of the wellness spa hotel experience. The model proposes that experiencescape dimensions (sensory, functional, social, natural and…
Abstract
Purpose
This study aims to develop and test a model of the wellness spa hotel experience. The model proposes that experiencescape dimensions (sensory, functional, social, natural and hospitality culture) are important antecedents of guest satisfaction with a wellness spa hotel experience. The study also tests the relationship between satisfaction, wellness-induced well-being, experience co-creation and word-of-mouth (WOM).
Design/methodology/approach
Data was collected in the post-pandemic period, during September–November 2022 from 567 domestic guests who had stayed in a wellness spa hotel in Serbia.
Findings
Besides the social experience scape dimension, all other dimensions of experiencescape (sensory, functional, natural and hospitality culture) were found to be positive drivers of guest satisfaction with a wellness spa hotel experience. The relationship between satisfaction, wellness-induced well-being, experience co-creation and WOM was also supported.
Originality/value
This study emphasises the role of experiencescape in concurrence with the antecedents in cultivating guest satisfaction with a wellness spa hotel experience, which further influences wellness-induced well-being, experience co-creation and WOM.
Details