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Article
Publication date: 30 July 2010

KhaldoonKhalNusair, Nan Hua and Xu Li

The paper aims to develop a theory‐based model of relationship commitment in an online travel domain. The model seeks to explain in detail the antecedents and outcomes of…

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2560

Abstract

Purpose

The paper aims to develop a theory‐based model of relationship commitment in an online travel domain. The model seeks to explain in detail the antecedents and outcomes of commitment.

Design/methodology/approach

An extensive review of relationship marketing and commitment literature helps to develop a model of commitment.

Findings

A model is developed based on existing literature. Quality of alternatives, investment size, satisfaction and trust are antecedents of both calculative and affective commitment. Two dimensions of commitment have different impact on word‐of‐mouth communications.

Practical implications

Given the intense competition among online travel agents, the proposed model can be used by e‐vendors to develop and maintain long‐term relationships with customers.

Originality/value

Commitment has been studied as a unidimensional construct in existing marketing relationship literature. Few research studies relating to this topic have been conducted in online travel context. This paper incorporates two dimensions of commitment in a business‐to‐customer travel setting.

Details

Journal of Hospitality and Tourism Technology, vol. 1 no. 2
Type: Research Article
ISSN: 1757-9880

Keywords

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Book part
Publication date: 2 May 2007

H.G. Parsa

Hospitality literature is deficient in empirical research that specifically focused on human resource information systems (HRIS) in hospitality. To fill this gap in…

Abstract

Hospitality literature is deficient in empirical research that specifically focused on human resource information systems (HRIS) in hospitality. To fill this gap in literature, this research has proposed a model, based on a review of previous research, to serve as a starting point toward building an empirical research agenda in the hospitality discipline. It has two primary objectives: firstly, to examine the factors that contribute to the decision to implement a HRIS in a small-size restaurant chain; and secondly, to develop a research agenda in an area where progress has been limited in the hospitality discipline. Results of the current study indicated that financial resources, culture, and computer competency are better predictors of any successful implementation of HRIS in restaurant chains.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84950-506-2

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Article
Publication date: 2 August 2011

Anil Bilgihan, Fevzi Okumus, KhaldoonKhalNusair and David Joon‐Wuk Kwun

This paper aims to propose a conceptual framework that illustrates how information technology (IT) applications may lead to competitive advantage in hotel companies.

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10777

Abstract

Purpose

This paper aims to propose a conceptual framework that illustrates how information technology (IT) applications may lead to competitive advantage in hotel companies.

Design/methodology/approach

The paper is written based on a synthesis of previous literature in this area.

Findings

Multiple areas need to be carefully evaluated in developing and implementing IT projects so that they can lead to competitive advantage in hotel companies. There are four closely related areas when analyzing IT decisions in hotels, which include coherence between the business strategy and IT decision, types of IT applications, intended benefits of IT decisions, and decision‐making style. Technology sophistication, management skills, and integration of resources are key issues when implementing IT decisions. Investments into IT applications in hotel companies can lead to superior IT competencies and IT capabilities, which can subsequently result in lower cost, agility, innovation, added value for customers, and better customer service. However, not all IT investments may result in positive outcomes or their sustainability may be short lived. In addition, there can be a lag time between making IT investment decisions and seeing their intended outcomes.

Practical implications

There are multiple areas and issues that need to be considered in making and implementing IT investment decisions if they are to contribute to the company's competitive advantage. Hotel companies need to be selective in their IT investment decisions and look at each IT investment from the strategic management perspective.

Originality/value

This is one of the first articles in the hospitality field that offers a theoretical framework on how IT applications can lead to competitive advantage in hotels. It also offers numerous theoretical and practical implications. Therefore, this paper should help hotel executives and researchers in evaluating IT projects in hotel companies.

Details

Journal of Hospitality and Tourism Technology, vol. 2 no. 2
Type: Research Article
ISSN: 1757-9880

Keywords

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Article
Publication date: 25 May 2012

Nan Hua, KhaldoonKhalNusair and Arun Upneja

The paper aims to provide empirical evidence that certain financial characteristics are critical for lodging firms to earn a higher profit. Further, it proposes, perhaps…

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1013

Abstract

Purpose

The paper aims to provide empirical evidence that certain financial characteristics are critical for lodging firms to earn a higher profit. Further, it proposes, perhaps more importantly, a robust empirical framework for identifying outperformance in profitability, which has been barely studied in the lodging industry.

Design/methodology/approach

The paper employed logit models, under the framework of comparative advantage theory, to explore the relationships between firm financial characteristics and outperformance from a financial perspective.

Findings

This study, for the first time, provides systematic empirical evidence on how to identify lodging firms that outperform their competitors over time. From a practical standpoint, owners and managers should use industry medians to benchmark financial performance, focusing on factors such as leverage, book to market, asset turnover, and firm size to ensure financial performance leadership among lodging firms. Moreover, echoing previous research, a franchise appears to help differentiate an outperforming firm from its competitors in a positive way.

Research limitations/implications

Because of the chosen research framework, the study results need to be interpreted with caution. Specific suggestions appear in the section of limitations and future research.

Practical implications

The paper includes implications of general guidelines to identify financial characteristics that differentiate outperforming firms from their competitors as well as some specific action plans for investors, practitioners, and researchers to consider.

Originality/value

This paper is the first one that provides systematic empirical evidence on how to identify lodging firms that outperform their competitors over time, thus shedding lights on what financial characteristics lodging firms should keep a close eye on for a better future.

Details

International Journal of Contemporary Hospitality Management, vol. 24 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 30 August 2011

Po‐Ju Chen, Fevzi Okumus, Nan Hua and Khaldoon (Khal) Nusair

The aim of this study is to explore effective communication strategies for Spanish‐speaking and Haitian‐Creole‐speaking employees in hotel companies.

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2449

Abstract

Purpose

The aim of this study is to explore effective communication strategies for Spanish‐speaking and Haitian‐Creole‐speaking employees in hotel companies.

Design/methodology/approach

A case study approach was employed. Three employee, focus group interviews and semi‐structured interviews with 12 managers were conducted in a resort hotel in Orlando to elicit critical factors related to effective communication strategies with Spanish‐speaking and Haitian‐Creole‐speaking employees.

Findings

It was found that the case study company mainly communicated with its employees through daily meetings, daily written information (e.g. hot sheets), wall postings, e‐mails, and periodic monthly/quarterly meetings. It was found that bilingual employees often worked as unpaid translators and assisted their colleagues. Spanish and Haitian‐Creole‐speaking employees felt that not being proficient in English hindered their promotion opportunities. Differences were observed among English, Spanish, and Haitian‐Creole‐speaking employees in terms of style of communication. Some native‐speaking employees seemed to refrain from communicating with non‐English‐speaking employees unless they communicated in English. Haitian‐Creole‐speaking employees spoke to other employees about only work‐related issues.

Originality/value

This is one of the first studies looking into communication strategies and challenges for Spanish and Haitian‐Creole‐speaking employees in hotel companies.

Details

Worldwide Hospitality and Tourism Themes, vol. 3 no. 4
Type: Research Article
ISSN: 1755-4217

Keywords

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Article
Publication date: 18 January 2008

Khaldoon (Khal) Nusair and Jay Kandampully

The purpose of this study is: to examine the travel web sites quality dimensions that ultimately influence customers' satisfaction; and to conduct content analyses on the…

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17407

Abstract

Purpose

The purpose of this study is: to examine the travel web sites quality dimensions that ultimately influence customers' satisfaction; and to conduct content analyses on the five prominent travel web sites.

Design/methodology/approach

A content analysis was conducted on the six prominent travel web sites as ranked by J.D. Power Consumer Report. A list of 53 attributes were selected, named, and categorized around the six web quality dimensions explored in this study.

Findings

The findings of the content analysis provide evidence to suggest that online travel companies are underperforming in terms of providing web service quality attributes that enhance customer satisfaction.

Research limitations/implications

The focus of this study was only on the six prominent travel sites. However, the results cannot be generalized to all travel services. Additionally, only 53 attributes were extracted from the six web quality dimensions. There is a possibility that this study did not cover all the attributes that are part of the six dimensions.

Practical implications

Online travel companies can use the quality measurement tool developed in this study to detect service quality weaknesses and strengths. Moreover, travel businesses need to consider integrating features that make shopping experiences more enjoyable.

Originality/value

This study finding contributes to the present body of knowledge and also highlights web site quality dimensions that customers utilize in their assessment of overall online satisfaction.

Details

European Business Review, vol. 20 no. 1
Type: Research Article
ISSN: 0955-534X

Keywords

Content available
Article
Publication date: 30 July 2010

Cihan Cobanoglu

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443

Abstract

Details

Journal of Hospitality and Tourism Technology, vol. 1 no. 2
Type: Research Article
ISSN: 1757-9880

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