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Article
Publication date: 18 August 2022

IokTeng Esther Kou, IpKin Anthony Wong and Zhiwei (CJ) Lin

This study aims to draw upon boundary the crossing theory to examine the transition of casino hotel guests’ revisit intentions from casino social media sites to casino properties…

Abstract

Purpose

This study aims to draw upon boundary the crossing theory to examine the transition of casino hotel guests’ revisit intentions from casino social media sites to casino properties, with the influence of the motivation–opportunity–ability model.

Design/methodology/approach

Under a quantitative approach, 20 casinos that operated official social media sites were selected, with a quota sampling method designed to assign 20 respondents for each casino. A structural model was used to explore the hypothesized relationships.

Findings

The results illustrate that ability and opportunity are crucial in enhancing social media revisit intention. They also reveal that casino and destination revisit intention can be boosted with increased social media revisit intention.

Practical implications

This study provides a fresh look into the relation across the boundary between the virtual and physical environment and illustrates a means by which casinos can be camouflaged as leisure and entertainment venues to strengthen their competitiveness in attracting tourists through social media.

Originality/value

This study offers new evidence for the linkage between online and offline behaviors with respect to how social media could transit into tangible travel propensity.

研究目的

本研究利用跨界理论来检验赌场酒店客人的重游意图从赌场社交媒体网站到赌场属性的转变, 并受到动机-机会-能力模型的影响。

研究设计/方法/途径

在定量方法下, 选择了 20 家运营官方社交媒体网站的赌场, 采用配额抽样方法, 为每个赌场分配 20 名受访者。使用结构模型来探索假设的关系。

研究发现

结果表明, 能力和机会对于增强社交媒体重访意图至关重要。他们还揭示了赌场和目的地的重访意图可以随着社交媒体重访意图的增加而提高。

实践意义

这项研究对虚拟和物理环境之间的边界关系提供了全新的视角, 并说明了一种可以将赌场伪装成休闲和娱乐场所的方法, 以增强其通过社交媒体吸引游客的竞争力。

研究原创性

这项研究为在线和离线行为之间的联系提供了新的证据, 即社交媒体如何转变为有形的旅行倾向。

Details

Journal of Hospitality and Tourism Technology, vol. 13 no. 5
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 3 April 2024

Baolin Deng, IpKin Anthony Wong and Qi Lilith Lian

Designing an effective metaverse experience through a tourism digital-twin platform is crucial to the success of metaverse tourism. How such a digital-twin platform should appeal…

Abstract

Purpose

Designing an effective metaverse experience through a tourism digital-twin platform is crucial to the success of metaverse tourism. How such a digital-twin platform should appeal to target users, however, lacks exploration. The study aims to advance a conceptual contribution by successfully creating a metaverse experience through a well-designed digital-twin platform. It also aims to show how the design science approach in tourism can enrich our understanding of digital-twin platform design elements introduced in metaverse experience design.

Design/methodology/approach

Guided by the design science approach in tourism, this research conceptualizes the role of digital-twin elements in metaverse experience design and proposes a one-factor between-subject experimental design to examine the effect.

Findings

This research conceptualizes how eight unique configurations of digital-twin design, which are embellished in two or three dimensions, shape tourists’ metaverse experience and physical travel intention.

Practical implications

The results offer operators clear strategic guidance on designing an effective tourism digital-twin platform.

Originality/value

This study not only identifies the impact of digital-twin platform design elements but also clarifies how such elements affect customers’ metaverse experiences.

目的

通过旅游数字孪生平台设计有效的元宇宙旅游体验, 对元宇宙旅游的成功至关重要。然而, 这样一个旅游数字孪生平台应该如何吸引目标用户,还缺乏探索。该研究旨在通过精心设计的数字孪生平台成功塑造旅游者的元宇宙体验, 从而在概念上做出贡献。它还旨在展示旅游设计科学方法如何丰富我们对元宇宙体验设计中引入的数字孪生平台设计要素的理解。

设计/方法/途径

在旅游设计科学方法的指导下, 本研究将概念化数字孪生平台设计元素在元宇宙体验设计中的作用, 并提出了一个单因素的受试者间实验设计来检验效果。

研究结果

本研究将数字孪生平台设计的九种独特配置概念化, 这些配置在三个维度上得到了点缀, 塑造了游客的元宇宙旅游体验和现实旅游意向。

实践意义

研究结果为产业者设计有效的旅游数字孪生平台提供了明确的战略指导。

原创

现有的研究是第一个研究数字孪生平台设计元素的影响, 阐明了这些元素如何影响旅游者的元宇宙体验。

Objetivo

Diseñar una experiencia efectiva en el metaverso a través de una plataforma digital gemela de turismo es crucial para el éxito del turismo en el metaverso. Sin embargo, la exploración de cómo debería atraer dicha plataforma digital gemela a los usuarios objetivo carece de exploración. El estudio tiene como objetivo avanzar en una contribución conceptual al crear con éxito una experiencia en el metaverso a través de una plataforma digital gemela bien diseñada. También tiene como objetivo mostrar cómo el enfoque de la ciencia del diseño en el turismo puede enriquecer nuestra comprensión de los elementos de diseño de la plataforma digital gemela introducidos en el diseño de experiencias en el metaverso.

Diseño/metodología/enfoque

Guiada por el enfoque de la ciencia del diseño en el turismo, esta investigación conceptualiza el papel de los elementos gemelos digitales en el diseño de experiencias metaversales y propone un diseño experimental de un factor entre sujetos para examinar su efecto.

Resultados

Esta investigación conceptualiza cómo ocho configuraciones únicas de diseño gemelo-digital, enriquecidas en dos o tres dimensiones, conforman la experiencia metaversal de los turistas y su intención de viaje físico.

Implicaciones prácticas

Los resultados ofrecen a los operadores una orientación estratégica clara para diseñar una plataforma gemelo-digital turística eficaz.

Originalidad/valor

Este estudio no sólo identifica el impacto de los elementos de diseño de las plataformas gemelas digitales, sino que también aclara cómo afectan dichos elementos a las experiencias metaversales de los clientes.

Article
Publication date: 24 November 2022

Nao Li, Xiaoyu Yang, IpKin Anthony Wong, Rob Law, Jing Yang Xu and Binru Zhang

This paper aims to classify the sentiment of online tourism-hospitality reviews at an aspect level. A new aspect-oriented sentiment classification method is proposed based on a…

412

Abstract

Purpose

This paper aims to classify the sentiment of online tourism-hospitality reviews at an aspect level. A new aspect-oriented sentiment classification method is proposed based on a neural network model.

Design/methodology/approach

This study constructs an aspect-oriented sentiment classification model using an integrated four-layer neural network: the bidirectional encoder representation from transformers (BERT) word vector model, long short-term memory, interactive attention-over-attention (IAOA) mechanism and a linear output layer. The model was trained, tested and validated on an open training data set and 92,905 reviews extrapolated from restaurants in Tokyo.

Findings

The model achieves significantly better performance compared with other neural networks. The findings provide empirical evidence to validate the suitability of this new approach in the tourism-hospitality domain.

Research limitations/implications

More sentiments should be identified to measure more fine-grained tourism-hospitality experience, and new aspects are recommended that can be automatically added into the aspect set to provide dynamic support for new dining experiences.

Originality/value

This study provides an update to the literature with respect to how a neural network could improve the performance of aspect-oriented sentiment classification for tourism-hospitality online reviews.

研究目的

本文旨在从方面级对在线旅游-酒店评论的情感进行分类。提出了一种基于神经网络模型的面向方面的情感分类新方法。

研究设计/方法/途径

本研究使用集成的四层神经网络构建面向方面的情感分类模型:BERT 词向量模型、LSTM、IAOA 机制和线性输出层。该模型在一个开放的训练数据集和从东京餐厅推断的 92,905 条评论上进行了训练、测试和验证。

研究发现

与其他神经网络相比, 该模型实现了显着更好的性能。研究结果提供了经验证据, 以验证这种新方法在旅游酒店领域的适用性。

研究原创性

该研究提供了有关神经网络如何提高旅游酒店在线评论的面向方面的情感分类性能的新文献。

研究研究局限

应该识别更多的情感从而来更加细化衡量旅游酒店体验, 并推荐新的方面/维度可以被自动添加到方面集中, 为新的用餐体验提供动态支持。

Details

Journal of Hospitality and Tourism Technology, vol. 14 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 30 March 2022

Junbang Lan, Chi-Sum Wong and IpKin Anthony Wong

Hospitality managers face constant challenges in promoting hotel service principles such as innovation and flexibility to their new employees, as such knowledge is usually tacit…

Abstract

Purpose

Hospitality managers face constant challenges in promoting hotel service principles such as innovation and flexibility to their new employees, as such knowledge is usually tacit in nature and hard to formalize. This study aims to suggest that this problem can be addressed by using a knowledge sharing group intervention. Specifically, the authors propose that knowledge sharing groups can enhance a newcomer’s job clarity and positive work attitude by encouraging a stronger sense of perceived importance of and affection toward the hotel service principles.

Design/methodology/approach

The authors designed a three-month knowledge sharing program in a five-star hotel chain in Hong Kong. Newcomers were randomly assigned into an experimental group (knowledge sharing group) (N = 235) and a control group (N = 233). The authors tested all the hypotheses via path analyses using Mplus 8.0.

Findings

The results revealed that employees of the experimental group showed a stronger sense of importance of and affection toward the service principles, which in turn resulted in higher levels of job clarity, satisfaction and commitment and lower levels of turnover intention.

Practical implications

This research provides hotel managers with practical knowledge regarding sharing programs as key socialization intervention mechanisms. By triggering the employees’ deeper understanding of hotel policy, this program can help hotels fortify high-quality service and develop realistic and useful materials for their future training activities.

Originality/value

Although hospitality scholars have consistently acknowledged the positive influence of knowledge sharing, field experimental research on the outcomes of knowledge management for the newcomer socialization process has been scanty. This study seeks to fill this gap by designing and testing a practical knowledge sharing intervention program in the hotel industry.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 22 July 2019

IpKin Anthony Wong, Hoi In Veronica Fong, Aliana Man Wai Leong and Jacky Xi Li

The scant literature on MICE (meetings, incentives, conferences and exhibitions) tourists’ gambling behavior calls for a need to explore how their decision to gamble (hereafter…

Abstract

Purpose

The scant literature on MICE (meetings, incentives, conferences and exhibitions) tourists’ gambling behavior calls for a need to explore how their decision to gamble (hereafter, “gambling decision”) may unfold. Consequently, several questions germane to the inter-relationships among event tourists’ characteristics, casinos attributes, and gambling behaviors remain largely unaddressed. This paper aims to address the void in the literature by investigating event participants’ gambling decision.

Design/methodology/approach

Data were collected based on two samples, and a multilevel design was used to test the proposed model. Demographic and event-related participant characteristics were examined as antecedents of gambling decision at the individual level. Event goers’ accommodation characteristics such as brand equity and type of hotel were explored as cross-level effects on the individual-level factors and relationships.

Findings

Results of the study illustrate a joint influence – in terms of both direct and moderating effects – of individual-level and organizational-level characteristics on gambling decision. In particular, brand equity moderates the relationships leading from demographic and event-related characteristics to gambling decision.

Practical implications

The inter-relationships among events, accommodations and casinos present an opportunity for hospitality practitioners to better integrate these three services in a more coherent experiential offering for the ever-demanding MICE attendees. Findings also help practitioners to justify their targeting strategy.

Originality/value

The proposed framework presents the dynamic nature of the hospitality industry in which the event, hotel and casino sectors are interdependent, a picture hitherto prevented by the single-level oriented nature of gambling and hospitality research which largely focuses on the individual perspective. Given the dynamic nature of the hospitality industry, the findings elucidate a complex interdependency of customer needs.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 13 November 2017

Catherine Prentice, IpKin Anthony Wong and Desmond Lam

This paper, from a marketing and management perspective, aims to review the relevant literature germane to casino studies. The review discusses the major findings from previous…

1422

Abstract

Purpose

This paper, from a marketing and management perspective, aims to review the relevant literature germane to casino studies. The review discusses the major findings from previous studies, provides a critique and identifies research gaps for future studies. In particular, the research foci presented in this paper rest on the service profit chain (SPC) model. The review involves studies relating to the constructs of the chain model and comprises sections that are categorized based on the internal link between management and employees, interaction between casino service employees and customers and profitability link.

Design/methodology/approach

The approach used in the current study involves a systematic review of the relevant academic literature with a focus on SPC studies in the casino industry, along with critical evaluation and analysis to identify research gaps. Google Scholar, EBSCOHost, Science Direct, Emerald and other academic databases were used to search relevant studies relating to casino and gambling research streams.

Findings

The review identifies several research gaps on the basis of the SPC link. Specifically, internal service quality needs more attention from both the practice and research points of view. Casino employee research should be extended to include personal traits and characteristics that may contribute to employee performance and loyalty. In the interaction between casino service providers and gamblers, more studies should be undertaken on the efficiency and effectiveness of marketing initiatives and promotions. Externally, the paper points out that more appropriate measurement of customer loyalty and casino profitability should be explored.

Research limitations/implications

This review provides references to focusing on key competitive advantages and presents guidelines on improving business growth and profitability for casino managers. The paper also identifies research areas that future studies should attend to.

Originality/value

The paper is the first thorough literature review of gaming research on marketing and management with a focus on the SPC model. This review represents a new era of gaming research, extending the problem gambling research focus into a broader scope embracing other disciplines.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 11
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 1 February 2024

Zhiwei (CJ) Lin, Wenjie Xiao, Baolin Deng, Changjiang (Bruce) Tao and IpKin Anthony Wong

While the rise of chain restaurants has attracted increasing research interest, few studies have taken servicescape into consideration to examine its effects on transformative…

Abstract

Purpose

While the rise of chain restaurants has attracted increasing research interest, few studies have taken servicescape into consideration to examine its effects on transformative service outcomes. This study aims to assess how social service elements can provide customers with restorative qualities, though social components are considered vital in constituting a dining locale's servicescape (AKA Social Servicescape).

Design/methodology/approach

The study fills the void above by undertaking a survey-based quantitative research method. Using online surveys with a sample of 306 diners, the study employed structural equation modeling to explore a proposed moderated mediation model. A post-hoc interview followed to provide qualitative data to complement the findings developed from surveys.

Findings

Results first point to a positive relationship between social servicescape and attention restoration. Moreover, the authors unveil that substantive servicescape has a moderating effect on the relationship of interest, suggesting the interplay of social and built servicescape in promoting restorative experiences.

Research limitations/implications

Social and built stimuli can be intertwined to offer restorative qualities for customers. Through such an intertwined network of relationships, one may derive better mental health resources from hospitality settings.

Originality/value

This research presents new nuances to the existing field of inquiry by linking social servicescape and restoration through an intertwined network of attentional recovery.

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: 4 February 2021

Matthew Tingchi Liu, Shaoshan Wang, Glenn McCartney and IpKin Anthony Wong

This paper aims to analyze how a real-time COVID-19 pandemic is impacting Macao’s hospitality industry, and illustrates why lessons from COVID-19 are an opportunity for further…

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Abstract

Purpose

This paper aims to analyze how a real-time COVID-19 pandemic is impacting Macao’s hospitality industry, and illustrates why lessons from COVID-19 are an opportunity for further development for the city.

Design/methodology/approach

This case study highlights local government and hospitality industry responses to a real-time crisis. Academic studies, media news and reports have been collected to illustrate why the Macao’s response to the COVID-19 pandemic could be taken as a city case study example. Previous crisis experience provided guidance to Macao’s success in this pandemic.

Findings

Macao has succeeded in managing the adverse effects of COVID-19, illustrating the coexistence of challenges and opportunities from experiencing the epidemic. With no COVID-19 cases in the city, cross-border tourism with China resumed in September. Macao is undeniably over reliant on the gambling industry to provide tax income and employment, creating an unbalanced industrial structure. However, the Chinese and Macao Governments, the hospitality industry and other stakeholders, have presented high levels of engagement, unity and rational courses of action during the pandemic. This paper examines Macao’s two orientations – intra and post-coronavirus – which are shown to be instrumental in the city’s future tourism development.

Practical implications

As the paper is Macao-specific, some generalization may not be applicable. The lessons and strategies proposed in the paper may only be theoretically and temporarily workable in this real-time situation. However, as COVID-19 will remain for some time globally, the efficacy of the findings justifies further ongoing analysis and application beyond Macao.

Originality/value

The case offers a first-hand analysis on the governance of Macao to negate the impacts of COVID-19, enabling a comprehensive review on the practices and policies that were effective during the virus outbreak. There is reference for researchers and practitioners in the public policy domain, and particularly in the area of crisis management and destination resilience. The result is worthy of future exploration on how the mechanism of centralized government facilitates risk management, and the rebuilding of a tourism economy in a crisis context, comparing this to other national systems.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 20 September 2022

IpKin Anthony Wong, Mengwei Vivienne Lu, Shuyi Lin and Zhiwei (CJ) Lin

This research paper aims to explore Airbnb’s online experience initiative, which has sparked a new wave of virtual tourism to improvise a large assortment of experiential…

1395

Abstract

Purpose

This research paper aims to explore Airbnb’s online experience initiative, which has sparked a new wave of virtual tourism to improvise a large assortment of experiential activities through cyberspace. It works to answer questions pertinent to the type of virtual experiences tourists seek and how these experiences could fulfill tourist needs, thereby rendering favorable socio-mental outcomes through experiences encountered.

Design/methodology/approach

Drawing on travel experience and transformative tourism theoretical tenets, this qualitative inquiry used data collected from social media posts from virtual tourists.

Findings

Results reveal four major themes of online experiences – hedonism, attention restoration, social relatedness and self-exaltation – that encompass 12 experiential categories. They further underscore four types of transformative mechanisms pinpointing hedonic well-being, environmental-mastery well-being, social well-being and eudaimonic well-being.

Research limitations/implications

Research findings demonstrate how Airbnb exercised marketing agility during severe environmental plight; while expediting strategic initiatives that offer tourists and residents alike a means to reengage in leisure and travel activities at home. They also salvage the peer-to-peer community by turning accommodation hosts into online experience ambassadors.

Originality/value

The contribution of this inquiry lies in assessing virtual experiences and reconnecting how different cyber experiences can meet an array of tourist needs. This study further highlights the transformative virtual experience paradigm to lay the necessary theoretical foundation for future research on virtual transformative tourism. This research goes beyond the common understanding of transformative tourism that relies merely on corporeal encounters. From a practical point of view, this study brings light to a novel concept – sharing experience economy – that incorporates the nuances between sharing economy and experience economy.

Details

International Journal of Contemporary Hospitality Management, vol. 35 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 17 June 2021

Ziying Mo, Matthew Tingchi Liu and IpKin Anthony Wong

Drawing on self-determination theory and the service-profit chain, this study aims to expand the current understanding of the internal processes of internal market orientation…

Abstract

Purpose

Drawing on self-determination theory and the service-profit chain, this study aims to expand the current understanding of the internal processes of internal market orientation (IMO) on an organizational commitment by investigating the interactive effect between job (task) satisfaction and internal service quality in the field of hospitality and tourism.

Design/methodology/approach

This study examines the cross-level effects of internal service quality through a time-lagged field study with multilevel structural equation modeling analysis that involved 667 frontline employees from 40 casino hotels.

Findings

The results reveal the IMO has an indirect effect on affective and normative organizational commitments through the interaction of job (task) satisfaction with internal service quality, such that internal service quality compensates for relatively low levels of job (task) satisfaction. While no indirect effect is found on continuance organizational commitment.

Research limitations/implications

This study extends the service-profit chain by integrating self-determination theory and by investigating IMO’s indirect effects on commitment through the interaction between job (task) satisfaction and internal service quality.

Practical implications

The study provides practical solutions to the employee servicing and employee retention dilemmas faced by casino organizations.

Originality/value

This study advances the service-profit chain literature by proposing and theorizing an internal process of IMO, through the cross-level buffering effect of internal service quality on the relationship between job (task) satisfaction and organizational commitment. This study further presents the theoretical and managerial implications by understanding how employees’ perceptions and interpretations of IMO affect their commitment.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 8
Type: Research Article
ISSN: 0959-6119

Keywords

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