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The present study investigates the customers' behavioural intention to use voice-based artificial intelligence (AI) to find the appropriate hotels and resorts in an emerging nation. This study determines the influences of information quality, system quality, privacy, and novelty value on attitude and behavioural intention to use voice-based artificial intelligence to obtain the appropriate information and find the location of the hotels and resorts.

This study used a purposive sampling method for collecting data from the respondents, who are customers of the hotels and resorts in Bangladesh. A self-administered survey questionnaire was used to obtain responses from 378 respondents. After collecting the data, the reliability and validity of the constructs and hypotheses were tested via partial least squares structural equation modelling (PLS-SEM).

The findings of the study indicate that information quality, system quality, privacy and novelty value have a positive and significant impact on attitude and behavioural intention to use voice-based AI assistant services in an emerging nation. However, system quality does not significantly influence behavioural intention to use voice-based AI assistant but it has an indirect significant influence on behavioural intention through the mediation effect of attitude.

The study’s findings provide essential guidelines for practitioners to understand the impacts of information quality, system quality, privacy, and novelty value on attitude and behavioural intention to use voice-based artificial intelligence to find the appropriate hotels and resorts to meet customers' needs and expectations.

This study contributes to the existing literature on technology adoption by highlighting the interconnectedness of various factors influencing users' behavioural intentions. The study’s focus on an emerging nation provides a valuable theoretical contribution. It highlights that user perceptions and attitudes towards technology adoption may differ from those in developed nations due to unique contextual factors.

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.

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.

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.

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.

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。

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。

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。

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。

The paper reports a study that evaluated the effectiveness and usefulness of Business and Technology Management (BTM), a management practice for formulating business digital strategies that address organization, processes and technology in an integrative way.

The research followed action design research guidelines that combine the methodological principles of design science research and action research.

Evidence from the study confirmed the adequacy and usefulness of BTM as a solution to an old management problem of internal fit, synergies, alignment or strategic integration. It also led to an improvement in its way of working, namely, a management practice with four process stages: (1) define trade objectives, (2) design an integrated business model, (3) manage the business transformation and execution and (4) evaluate the results obtained.

The study exemplifies how practice research can be used within a long-term research pursuit to provide empirical evidence that permits evaluating and improving a research-originated management approach.

Being a theory-for-action, BTM has direct relevance for managers engaged in defining organizational and technological strategies connected with business results. The paper discloses an improved version of BTM together with a description of its application in a medium-sized company operating in the tourism sector.

BTM addresses a recurrent issue raised by researchers and practitioners concerning a failure to bring different management perspectives together when formulating a strategy. Therefore, its value lies in its ability to assist in the integration of management perspectives into business development initiatives.

This study examines the psychological factors that directly influence individuals’ intentions to book or arrange reservations through resort hotel websites within the context of the Unified Theory of Acceptance and Use of Technology (UTAUT). Specifically, this study focused on identifying and understanding the key drivers of online purchase intentions, including performance expectancy, effort expectancy, social influence and facilitating conditions within the UTAUT model.

This study used the UTAUT as a theoretical framework. A quantitative research approach was adopted and data were collected through surveys using a five-point Likert scale. The sample consisted of 270 participants, selected through purposive sampling. Data analysis was performed using Smart PLS software.

The results indicate that performance and effort expectancy significantly influence online purchase intentions. However, social influence did not significantly affect online purchase intention. By contrast, facilitating conditions significantly and positively influence online purchase intention.

These findings have practical implications for hotel managers and marketers. Emphasizing performance, effort expectations and facilitating conditions can improve customer perceptions of website usefulness and directly increase their intention to book. The limited impact of social influence suggests the need to focus less on social recommendations or endorsements in online marketing efforts and prioritize individual factors and objective information.

This study contributes to the field of technology and tourism by examining the psychological factors that directly influence users’ intention to purchase from resort hotel websites. This extends the understanding of online purchase intentions in the context of resort tourism and highlights the importance of facilitating conditions. This study also partially confirms the applicability of the UTAUT model in this domain and provides insights for future research on online purchase intentions in resort tourism.

The case was developed from two 2-h interviews with the Chief Operating Officer of A-Basin, Alan Henceroth; there is no CEO of A-Basin. The second interview was recorded on a Zoom call to provide accuracy of quotations and information. A variety of secondary sources were used in terms of better understanding the current state of the ski industry, as well as its history.

Arapahoe Basin (A-Basin) is a historic, moderately sized, ski area with proximity to metropolitan Denver, Colorado. For over 20 years A-Basin partnered with Vail, allowing skiers to use the Vail Epic Pass, for which A-Basin received some revenue from Vail for each skier visit. The Epic Pass allowed pass holders unlimited days of skiing at A-Basin. More and more skiers were buying the Epic Pass, thus increasing the customer traffic to A-Basin. However, the skier experience was compromised due inadequate parking, long lift lines and crowded restaurants. The renewal of the contract with Vail was coming due, and A-Basin had to consider whether to renew the contract with Vail. The case is framed primarily as a strategic marketing case. The authors use Porter’s five forces model to assess the external environment of A-Basin, and the authors use the resource-based view and the VRIO tool to assess A-Basin’s internal strengths. Both frameworks provide useful analysis in terms of deciding whether to continue A-Basin’s arrangement with Vail or end the contract and pursue a different strategy. In 2019, after consultation with the Canadian parent company Dream, A-Basin made the decision to disassociate itself from the Epic Pass and Vail to restore a quality ski experience for A-Basin’s customers. No other partner had ever left its relationship with Vail. An epilogue details some of A-Basin’s actions, as well as the outcomes for the ski area. Generally A-Basin’s decision produced positive results and solidified its competitive position among competitors. Other ski areas have since adopted a similar strategy as A-Basin. A-Basin’s success is reflected in a pending offer from Alterra, Inc., to purchase the ski area.

The A-Basin case can be used in both undergraduate and graduate strategic (or marketing) management courses. It is probably best considered during the middle of an academic term, as the case requires students to apply many of the theoretical concepts of strategy. One of the best books to enable students to use Porter’s five forces is Understanding Michael Porter by Joan Magretta (Boston: Harvard Business Review Press, 2012). Magretta was a colleague of Porter for many years and was an Editor of the Harvard Business Review. For a discussion of the VRIN/VRIO concept, see Chapter 4 of Essentials of Strategic Management by Gamble, Peteraf and Thompson (New York: McGraw-Hill Education, 2019).

This study aims to create actionable guidelines for pricing decision-making by employing game a theory matrix to forecast the correlation between the average daily rate and the latest ambiance of hotels.

Utilizing a vector error correction model, the research employs game theory to assess the influence of the average daily rate on the hotel's newest atmosphere during both peak season (April–September) and valley season (October–March).

Findings indicate that during the peak season, when the average daily rate rises in resorts and falls in suburban areas, the hotel’s newest atmosphere is at its best in both types of accommodations. During the off-peak season, the hotel’s newest atmosphere is achieved when both resorts and suburban accommodations increase their average daily rates.

There are two study constraints. One is the assumption that hotel guests in both parties prefer not to change hotels, but in fact they would. Two is a limited sample of two resort and suburban markets.

This suggests that the hotel’s newest atmosphere can draw both leisure and business travelers to suburban areas during the low season and more leisure travelers to resorts during the high season.

The study’s findings have implications for revenue related to the hotel’s newest atmosphere and cleanliness for both suburban and resort hotels, particularly when promoting tourism collaboratively.

The study provides valuable insights for hotel managers in analyzing pricing strategies using matrices.

Tourism value chain (TVC) analysis has been widely used as an alternative approach for designing sustainable and inclusive programs for tourism development in Africa, Asia, and the Pacific. This chapter looks at the experiences of three sustainable tourism initiatives in the Philippines to assess the strengths and limitations of the value chain as a framework for destination development. Short case studies describe the experiences of stakeholders in two popular destinations in the Philippines: the surfing town of San Juan, La Union, and the resort-island of Panglao, Bohol. The third case study shares the perspective of the Transforming the Tourism Value Chain (TTVC) project, a national campaign for more sustainable hotels, resort as well as meetings, conventions, incentives, and event (MICE) facilities in various destinations around the country. Stakeholders deeply involved in implementing these projects share their insights on the successes, challenges, and limitations of TVC-based approaches to resilient and sustainable destination development. The destinations' experiences suggest that the advocacy for sustainable management and operations may be comparable to a process of technology adoption or acceptance along the TVC. Practical and theoretical recommendations for leveraging the TVC toward more holistic and sustainable visitor economies are given at the end of this chapter.

This case study provides in-depth, practical knowledge to develop business strategies for the management program. After reading this case study, the students will be able to learn about the challenges and problems that service firms face during a crisis, the drastic changes in the market environment due to a crisis and the analysis tools that can be used when analyzing the shifted market environment. By analyzing this case study, students will be trained for the decision-making that arises in the process of crisis management in the hotel industry.

Nam Nghi Resort, situated on the picturesque Phu Quoc Island in Vietnam, experienced the tumultuous period of the COVID-19 pandemic. Before the pandemic, Nam Nghi was a thriving five-star resort, deeply rooted in Vietnamese culture and renowned for its luxurious amenities and breathtaking location. However, the onset of COVID-19 brought unprecedented challenges to the hospitality industry, leading to a sharp decline in tourism and revenue. Despite the adversity, Nam Nghi implemented risk management practices successfully and displayed resilience and adaptability. Through rigorous cost minimization, strategic facility upgrades and targeted marketing efforts, Nam Nghi managed to navigate the crisis and gradually rebuild its business as travel restrictions eased. As the industry began to show signs of recovery, the general manager faced new challenges in restoring the resort’s prepandemic vitality. The challenge remained of understanding changing consumer values and market dynamics.

This case study can be used as class material for Master of Business Administration (MBA) students. In particular, MBA students in the hospitality industry such as hotels, resorts, travel agencies and restaurants are the target audience.

Teaching notes are available for educators only.

CSS 12: Tourism and hospitality.

The main aim of the present research is to investigate the role of sense of calling (SOC) in the relationships between human resource practices (HRP), turnover intention (TI) and employee satisfaction (ES) in the hotel industry. Moreover, it also examines whether the relationships between these variables are different for city and resort hotel employees.

Quantitative research was employed to test the proposed hypotheses, and the survey technique was used to collect data. The participants of the research consist of 432 hotel employees who work in Antalya, Turkey. The hypotheses were tested using the partial least squares structural equation modeling (PLS–SEM) analyses.

The results of the analysis have shown that SOC significantly impacts the ES and TI, and HRP could be a new antecedent of SOC. On the other hand, while ES is positively affected by HRP, the SOC has a moderating role in the relationship between these variables.

Hotel authorities' understanding of the SOC’s role in employee attitudes and behavior would be a significant factor not only in retaining them but also in reducing employee turnover. They should consider increasing employees' SOC by focusing on HRP.

Besides being one of the few studies that have discussed SOC in the hospitality literature, the current study also contributes by examining the role of SOC in the relationships between HRP, ES and TI. It also adds value to the calling literature by revealing whether the relationship between these variables differs for city and resort hotel employees.

The complexity and ambiguity of COVID-19 presented itself as a ‘wicked problem’ (Rittel & Webber, 1973) for tourism policymakers with no definitive solution to stop the virus or restart tourism across the globe. The reliance on expert advice proposed by international organisations (such as World Health Organisation, WHO, and United Nations World Tourism Organisation, UNWTO) varied across government leaders (Head, 2022). This resulted in mixed outcomes for containing the virus and tourism recovery. This chapter selects Maldives as a case study for exploring how the government tackled COVID-19 as a wicked problem despite having no prior experience in managing a health pandemic and an economy heavily dependent on tourism. The chapter outlines the strategies and policies used by the government of Maldives (a) to lessen the impact of COVID-19 on the economy of Maldives; (b) to apply guidelines proposed by international agencies to manage the health pandemic; and (c) to recover and rebuild the tourism industry. Review studies indicate the bulk of research evaluating COVID-19 and tourism focussed on the United States and China (Yang et al., 2022). Although some studies have explored South-East Asia, small island destinations and their journey towards recovery from COVID-19 remain under represented in literature. Despite the challenges of being a small island destination and limited experience of a health crisis, Maldives has been swift in applying international guidelines to manage the COVID-19 pandemic and recovered tourism in a short time.