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Article
Publication date: 9 January 2017

Sunny Sun, Davis Ka Chio Fong, Rob Law and Shan He

This study aims to review published articles on website evaluation in hospitality and tourism for the period of 2000-2015 to provide a comprehensive updated review, as…

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2499

Abstract

Purpose

This study aims to review published articles on website evaluation in hospitality and tourism for the period of 2000-2015 to provide a comprehensive updated review, as well as to offer implications for academic researchers and industry practitioners.

Design/methodology/approach

Content analysis was adopted by this study to review retrieved articles on website evaluation in hospitality and tourism. Articles were then analyzed from consumers’ perspective, suppliers’ perspective, and both consumers and suppliers’ perspectives using a systematic approach.

Findings

Major findings of this study showed that a majority of articles focused on either hospitality or tourism. Moreover, most of the articles generally discussed user interface, marketing effectiveness and website quality. However, these articles did not discuss in detail the implications of website evaluation and ignore the connections between suppliers and consumers to some extent.

Research limitations/implications

This study can be used as a reference for academic researchers to extend previous frameworks and for industry practitioners to reconstruct the traditional organizational chart and implementing e-strategic management strategies, including m-marketing.

Originality/value

This study updates website evaluation development in hospitality and tourism in the new millennium. The findings of this study provide significant implications for hospitality and tourism researchers and practitioners to encourage supplier-consumer engagement.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 1
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 2 September 2019

Rob Law, Sunny Sun and Irene Cheng Chu Chan

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1295

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Tourism Review, vol. 75 no. 1
Type: Research Article
ISSN: 1660-5373

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Article
Publication date: 11 September 2017

Edmund Goh, Sandy Nguyen and Rob Law

The purpose of this paper is to explore the perceptions of 46 hotel management students from four leading private hotel management schools (PHMS) in Australia on their…

Abstract

Purpose

The purpose of this paper is to explore the perceptions of 46 hotel management students from four leading private hotel management schools (PHMS) in Australia on their decision in choosing a PHMS over a traditional public university.

Design/methodology/approach

Employing the theory of planned behaviour as a theoretical framework, the qualitative interview data identified ten key attitudes, four reference groups and four perceived difficulties as potential motivators of students deciding to enrol in PHMS.

Findings

This paper identified reputation of school and industry placement opportunities as key attitudinal items shaping students’ decision-making process. With regards to important social groups, education agents and family were key reference groups. In relation to perceived difficulties, students reported tuition and living costs, and far distance from home as key barriers in their decision to study at PHMS.

Research limitations/implications

The sample draws upon students from a single state, New South Wales, Australia and this limits the generalisability of the authors’ findings. This study also excluded students from Australian public universities who may hold different perceptions towards studying at a PHMS.

Practical implications

The findings have important implications for hotel schools to improve their curriculum designs and embed practical hands on the learning experience of their students. Marketing agencies can also use these motivational attributes in developing effective marketing campaigns to increase enrolment figures.

Originality/value

This framework has proven to be useful in helping marketers understand various underlying motivational factors to attract prospective students to enrol in private hotel management schools.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 29 no. 4
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 2 April 2019

Rob Law, Daniel Leung and Irene Cheng Chu Chan

This study aims to present a state-of-the art review on information and communication technology (ICT) research in hospitality and tourism published between 2014 and 2017.

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2283

Abstract

Purpose

This study aims to present a state-of-the art review on information and communication technology (ICT) research in hospitality and tourism published between 2014 and 2017.

Design/methodology/approach

A total of 288 full-length articles from eight top-tier hospitality and tourism journals were gathered by harnessing a systematic literature search approach. Subsequently, the authors used a qualitative content analysis to review, analyse and assign all included articles into a framework with six consumer-related and five supplier-related research streams.

Findings

In terms of volume (i.e. the amounts and ratios of ICT research in top-tier journals by publication year) and variety (i.e. the diversity of research topics), a significant progression of ICT research in hospitality and tourism is observed. However, some old and new knowledge gaps are still inadequately addressed, thus requiring scholars and practitioners to conduct additional research in the future.

Practical implications

The accumulation of knowledge and actionable clues in this study is expected to keep practitioners updated with the overwhelming volume of ICT research.

Originality/value

This study contributes to the literature by accelerating the accumulation of knowledge on research topics and setting forth an agenda for future research. The findings also complement prior literature reviews by providing an overview of how knowledge on ICT research in hospitality and tourism has progressed since 2014.

Details

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

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Article
Publication date: 24 May 2019

Zaid Alrawadieh and Rob Law

With the proliferation of Web 2.0 and the travel-related user-generated content platforms, researchers can obtain abundant unsolicited data to examine guests’ perceptions…

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1109

Abstract

Purpose

With the proliferation of Web 2.0 and the travel-related user-generated content platforms, researchers can obtain abundant unsolicited data to examine guests’ perceptions, preferences and behaviors. Drawing on online reviews, this study aims to identify the key factors that determine guest satisfaction in lodging businesses.

Design/methodology/approach

A total of 400 English-language reviews posted about the best-rated hotels in Istanbul, Turkey, according to TripAdvisor’s ranking system, were selected and content-analyzed. A hybrid approach of inductive and deductive content analysis was adopted in this study.

Findings

The findings suggested that the quality and size of rooms, along with the service quality from staff, mainly determine guest satisfaction. The findings also reveal that relatively young European male travelers who stay in couple and with family are more likely to share their accommodation experiences in cyberspace.

Originality/value

The study adds to the literature on the determinants of guest satisfaction by examining online reviews. Unlike research using conventional research methods, the present study contributes to the existing literature of guest satisfaction in the hotel industry by harnessing the power of the word of mouse.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 13 no. 1
Type: Research Article
ISSN: 1750-6182

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Article
Publication date: 8 May 2017

Lawrence Hoc Nang Fong, Amy Siu Ian So and Rob Law

This paper aims to uncover various types of jaycustomer behaviors, causes of the behaviors and employees’ handling approaches in casinos, which is an underresearched…

Abstract

Purpose

This paper aims to uncover various types of jaycustomer behaviors, causes of the behaviors and employees’ handling approaches in casinos, which is an underresearched sector in the literature.

Design/methodology/approach

Using critical incident technique (CIT), the researchers prompted 52 casino employees in Macao to recall critical incidents about jaycustomer behavior that they had encountered. The informants, then, described the circumstances that led up to the situation, the responses of customers and how they and their colleagues handled the situation. Content analysis was used to develop the categories.

Findings

The findings of this study report 9 categories of jaycustomer behaviors, 9 causes of the behaviors and 12 handling approaches. Different from previous findings, breaking a promise and instigation are identified for the first time. Such causes as a losing experience and superstition are specific to the casino industry. Strict handling approaches are rarely adopted to handle jaycustomers, especially the premium customers.

Practical implications

Casino operators are recommended to ensure that employees are well-trained and provide clear guidelines on handling jaycustomers. Conniving approaches should be re-evaluated. Seeking support from other personnel has to be tactical. Moreover, customers should be educated to reduce their misunderstanding of gaming and transaction procedures.

Originality/value

There has been increasing scholarly focus on jaycustomer behaviors. However, very less is known regarding such behaviors, their causes and employees’ handling approaches in casino, a sector which is different from other hospitality sectors. The current study unveiled jaycustomer behaviors which have not been found in previous studies and causes which are specific to the casino sector.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 5
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 17 June 2021

Sut Ieng Lei, Dan Wang and Rob Law

Collecting information from and interacting with customers through mobile platforms for personalization purposes have become a trend. While mobile-based value co-creation…

Abstract

Purpose

Collecting information from and interacting with customers through mobile platforms for personalization purposes have become a trend. While mobile-based value co-creation has attracted wide research attention, a noticeable gap exists regarding what might potentially affect the firm–customer interaction process through which value is co-created. This paper aims to explore how customers exchange information and communicate with firms through mobile applications for value co-creation purposes in a travel context.

Design/methodology/approach

Based on a constructivist research paradigm, this study adopted a qualitative research design. Data were collected through semi-structured interviews and were analyzed following narrative analysis approach.

Findings

The findings highlight the contextual factors (individual characteristics, trip characteristics and computer-mediated communication characteristics) that facilitate and inhibit the firm–customer interaction process. Practitioners are suggested to put more efforts on creating stimuli for interactions and managing customer expectation.

Research limitations/implications

This study goes beyond technology adoption and focuses on customers’ post-adoption stage. The findings shed light on the important role of the service provider in facilitating effective interactions for value co-creation with customers.

Originality/value

This study focuses on the interaction process, rather than the antecedents and outcomes of mobile-based value co-creation. It contributes empirical evidence on how customers co-create value and why some situations present better opportunities for successful value co-creation.

基于移动资讯科技的价值共创:影响客户体验的情景因素

目的

通过移动资讯科技平台收集客户信息并与客户互动从而提供个性化服务和体验已成为一种趋势。尽管基于移动资讯科技的价值共创已经吸引了广泛的研究关注, 但是什么潜在因素可能会影响企业与客户为了共创价值而进行的互动的过程仍未被确定。这项研究探讨客户如何在旅行环境中透过移动应用程式与服务提供商交换信息和进行交流, 以实现价值共创的目的。

研究设计/方法

本研究基于建构主义研究范式, 采用了定性研究设计。通过半结构化访谈收集数据, 并根据叙述分析方法进行数据分析。

调查结果

调查结果突出了有助于和抑制企业与客户透过移动科技互动的情境因素(个人特征、行程特征和电脑媒介传播特征), 建议业界人士在促进互动和管理客户期望方面付出更多的努力。

独创性

本研究关注企业和客户的互动过程, 而非着重于价值共创的前提和结果。它提供了经验性证据解释客户如何与企业共创价值, 以及为什么某些情况为成功实现价值共创提供更好的机会。

研究意义

有别于过去着重探讨影响技术采用因素的研究, 本研究关注客户的采用后阶段。调查结果阐明了服务提供商在促进与客户进行有效互动从而与客户共创价值的重要角色。

El valor de la co-creación basado en dispositivos móviles: Factores contextuales sobre la experiencia de los clientes

Diseño/metodología/enfoque

Basado en un paradigma de investigación constructivista, este estudio adopta un diseño de investigación cualitativa. Los datos se recopilaron a través de entrevistas semiestructuradas y se analizaron siguiendo un enfoque de análisis narrativo.

Propósito

Recopilar información e interactuar con los clientes a través de plataformas móviles con fines de personalización se ha convertido en tendencia. Si bien la co-creación de valor basada en dispositivos móviles ha atraído una amplia atención en la investigación, existe una brecha notable con respecto a lo que podría afectar potencialmente en el proceso de interacción empresa-cliente a través del cual se co-crea valor. Este estudio tiene como objetivo explorar cómo los clientes intercambian información y se comunican con las empresas a través de aplicaciones móviles con fines de creación conjunta de valor en el contexto de los viajes.

Hallazgos

Los resultados enfatizan los factores contextuales (características individuales, características del viaje y características de la comunicación mediada por ordenador) que facilitan e inhiben el proceso de interacción empresa-cliente. Se sugiere a los profesionales del turismo mayor esfuerzo para crear estímulos en las interacciones y gestionar las expectativas del cliente.

Limitaciones/implicaciones de la investigación

Este estudio va más allá de la adopción de tecnología y se centra en la etapa posterior a la adopción del uso de la tecnología por parte de los clientes. Los resultados proyectan luz sobre el importante papel del proveedor de servicios a la hora de facilitar interacciones efectivas para la creación conjunta de valor con los clientes.

Originalidad/valor

Este estudio se centra en el proceso de interacción, más que en los antecedentes y resultados de la co-creación de valor basada en dispositivos móviles. Aporta evidencia empírica sobre cómo los clientes co-crean valor y por qué algunas situaciones presentan mejores oportunidades para la co-creación de valor exitosa.

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Article
Publication date: 10 June 2020

Jianwei Qian, Rob Law, Jiewen Wei, Huawen Shen and Yuqin Sun

This study aims to take boutique luxury hotels as its research subject to enrich the view on the self-positioned image of luxury hotels and simultaneously compare this…

Abstract

Purpose

This study aims to take boutique luxury hotels as its research subject to enrich the view on the self-positioned image of luxury hotels and simultaneously compare this image with the one perceived by customers. It also investigates whether a gap exists between the two images.

Design/methodology/approach

The best-rated boutique luxury hotel in Hong Kong is selected as the case hotel. Through the interpretation and discussion of high-frequency wordlists and semantic co-occurrence network charts, major topics in the hotel’s self-presented image and customers’ perceived image are identified accordingly.

Findings

Five dimensions (event making, exquisite food, excellent amenities and services, special function venue and promotion) used by hotels to form their boutique luxury image are recognised. Between hotels’ self-positioned image and customers’ perceived images, minor similarities such as the recognition of excellent amenities and services were confirmed but considerable differences were identified, indicating the ineffective marketing by the boutique luxury hotel despite its success in terms of ranking. Managerial suggestions on how to address the image discrepancy were proposed.

Originality/value

This study contributes insights into hotel image discrepancy among social media platforms in luxury hotel segments by adding the category of boutique luxury hotels. It also identifies the implications for enhancing the development of a hotel image to meet customers’ needs and expectations.

酒店的自我定位形象与顾客感知形象——以香港某精品豪华酒店为例

目的

本研究试图以精品豪华酒店为研究对象, 丰富豪华酒店自我定位形象的视角, 同时将其与顾客感知的形象进行比较, 考察二者之间是否存在差距。

设计/方法/途径

本文选取香港评分最佳的精品豪华酒店为案例酒店。通过对高频词表和语义共现网络图的解读和讨论, 识别出酒店自我呈现形象和顾客感知形象中的主要话题。

结果

酒店利用五个维度(活动打造、精致的食物、优质的设施和服务、特殊的功能场所和促销)来塑造其精品豪华形象。在酒店的自我定位形象和顾客的感知形象之间, 发现了一些细微的相似之处, 如对优质设施和服务的认可, 但差异之处相当大, 表明尽管精品豪华酒店取得了优秀的排名, 但其营销效果不佳。本文提出了解决形象差异的管理建议。

原创性/价值

本研究通过增加精品豪华酒店类别的案例, 有助于深入了解豪华酒店细分市场中社交媒体平台之间的酒店形象差异。本文还确定了促进酒店形象发展的影响, 以满足客户需求和期望。

Imagen auto-posicionada del hotel versus imagen percibida por los clientes: un estudio de caso de un hotel boutique de lujo en Hong Kong.

Propósito

Este estudio se esfuerza por tomar a los hoteles boutique de lujo como tema de investigación para profundizar en el conocimiento sobre la imagen de los hoteles de lujo y compar el posicionamiento presentado por el hotel con el que perciben los clientes. También investiga si existe una brecha entre las dos imágenes.

Diseño / metodología / enfoque

Para el caso se selecciona el mejor hotel de lujo calificado en Hong Kong. A través de la interpretación y discusión de listas de palabras de alta frecuencia y gráficos de redes de coincidencia semántica se identifican los principales temas en la imagen presentada por el hotel y la imagen percibida de los clientes.

Resultados

Se reconocen cinco dimensiones (creación de eventos, comida exquisita, excelentes comodidades y servicios, lugar de funciones especiales y promoción) utilizadas por los hoteles para formar su imagen de lujo boutique. Entre la imagen auto-posicionada de los hoteles y las imágenes percibidas por los clientes, se confirmaron pequeñas similitudes, como el reconocimiento de excelentes comodidades y servicios, pero se identificaron diferencias considerables, lo que indica la comercialización ineficaz del hotel boutique de lujo a pesar de su éxito en términos de clasificación. Se propusieron sugerencias gerenciales sobre cómo abordar la discrepancia de imagen.

Originalidad / valor

Este estudio aporta información sobre la discrepancia de imagen del hotel entre las plataformas de redes sociales en los segmentos de hoteles de lujo al agregar la categoría de hoteles boutique de lujo. También identifica las implicaciones para mejorar el desarrollo de una imagen de hotel que satisfaga las necesidades y expectativas del cliente.

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Article
Publication date: 9 October 2017

Vincent Wing Sun Tung and Rob Law

The purpose of this study is to review recent work in the robotics literature and identify future opportunities for consumer/tourist experience research in human-robot…

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5784

Abstract

Purpose

The purpose of this study is to review recent work in the robotics literature and identify future opportunities for consumer/tourist experience research in human-robot interactions (HRIs).

Design/methodology/approach

The paper begins by covering the framework of robotic agent presence and embodiment that are relevant for HRI. Next, the paper identifies future opportunities for hospitality and tourism scholars to undertake consumer/tourist experience research in HRIs.

Findings

The result of this study provided potential directions for advancing theoretical, methodological and managerial implications for tourism experience research in HRI.

Research limitations/implications

Concepts from robotics research are diffusing into a range of disciplines, from engineering to social sciences. These advancements open many unique, yet urgent, opportunities for hospitality and tourism research.

Practical implications

This paper illustrates the speed at which robotics research is progressing. Moreover, the concepts reviewed in this research on robotic presence and embodiment are relevant for real-world applications in hospitality and tourism.

Social implications

Developments in robotics research will transform hospitality and tourism experiences in the future.

Originality/value

This research is one of the early papers in the field to review robotics research and provide innovative directions to broaden the interdisciplinary perspective for future hospitality and tourism research.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 10
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 24 November 2021

Rob Law, Huiyue Ye and Irene Cheng Chu Chan

This study aims to build a comprehensive knowledge structure of smart hospitality and tourism research.

Abstract

Purpose

This study aims to build a comprehensive knowledge structure of smart hospitality and tourism research.

Design/methodology/approach

Content analysis is carried out on the themes of pertinent research from the perspectives of customers, suppliers, technology and policymakers.

Findings

Results show that over half of the reviewed articles are carried out from the perspective of customers, while those of suppliers, technology and policymakers are less discussed. The unbalanced number of articles reveals an evident mismatch between the supply and demand.

Practical implications

Findings provide theoretical and practical implications from different perspectives. Collaboration among various stakeholders is also advocated to achieve sustainable and balanced development of the smart hospitality and tourism industry.

Originality/value

This study contributes to smart hospitality and tourism research through an in-depth review of relevant literature. Based on the findings, the identified research gaps provide potential directions for future knowledge development.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

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