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Article
Publication date: 11 April 2021

Bin Li, Tingting Zhang, Nan Hua and Youcheng Wang

This study aims to develop a holistic and dynamic model that governs the various relationships among the critical factors of crisis management from a stakeholder perspective in…

2718

Abstract

Purpose

This study aims to develop a holistic and dynamic model that governs the various relationships among the critical factors of crisis management from a stakeholder perspective in the context of China’s COVID-19 epidemic outbreak.

Design/methodology/approach

Data were collected from 731 textual sources, and the text mining technique identified the themes of a holistic crisis management model. Then, content analysis was applied to reveal in-depth insights into the themes.

Findings

From a stakeholder perspective, the model comprises six elements: political environment, economic environment, technology, social environment, health and science and international relationships, which relate significantly to four procedural actions: prevention, response, recovery and adaptation. The overlapping stages and situational dynamic mechanisms of the process are another two new major findings of this study; learning and preparing are threaded throughout the whole dynamic process.

Practical implications

Hospitality stakeholders are advised to collaborate under the guidance of the dynamic crisis management model and adopt high-technology tools for the industry’s recovery management. Developing a new business model and marketing strategy is a useful approach to face similar crisis management challenges in the future.

Originality/value

This paper fills an existing research gap by presenting a health-related crisis management model that can be used to evaluate the dynamic process of collaborations among stakeholders in coping with external challenges forced upon the hospitality industry.

利益相关者视角下的危机管理动态模型:以covid-19在中国的发展为例

目的

本研究以中国新冠肺炎疫情为背景, 从利益相关者的角度构建危机管理关键因素之间各种关系的整体动态模型。

设计/方式/方法

本研究从731个文本来源收集定量数据, 并通过文本挖掘技术识别危机管理模型的构成要素,并运用内容分析对构成要素进行深入剖析。

发现

从利益相关者的角度来看, 该模型包括六个要素:政治环境、经济环境、技术、社会环境, 健康科学和国际关系。这些要素与预防、反馈、恢复和适应这四项运行程序密切相关。本研究的两大发现是防疫机制的动态机制和重叠特性, 学习和预备贯穿于疫情防控的整个动态过程。

实践意义

酒店利益相关者应在动态危机管理模型的指导下进行合作, 并运用高科技进行行业复苏管理。此外, 开发新的商业模式和营销策略也是面对新的外部环境的有效途径。

创新/价值

本文通过提出一个健康相关的危机管理模型来填补现有研究的空白, 该模型可用于评估酒店行业外部环境中利益相关者之间的动态合作过程。

Objetivo

En este estudio se recogieron datos cuantitativos de 731 fuentes textuales, se identificaron los elementos constitutivos del modelo de gestión de crisis a través de la minería textual y se analizaron en profundidad los elementos constitutivos mediante el análisis de contenido.

Diseño/método/enfoque

este estudio utiliza una combinación de minería de texto y análisis de contenido para explorar el manejo de crisis del brote de covid-19 en el sector turístico y hotelero de China. En primer lugar, se recogieron datos cuantitativos de 731 fuentes textuales y se identificaron los elementos constitutivos del modelo de gestión de crisis a través de la minería textual. En segundo lugar, se utiliza el análisis de contenido para analizar en profundidad los elementos constitutivos y, sobre la base de UN análisis de datos exhaustivo y una revisión de la literatura, se llega a UN marco teórico para el manejo de crisis.

Encontró

Desde el punto de vista de las partes interesadas, el modelo consta de seis elementos: el entorno político, el entorno económico, el entorno tecnológico, el entorno social, la ciencia de la salud y las relaciones internacionales. Estos elementos están estrechamente relacionados con los cuatro procedimientos operativos: prevención, retroalimentación, recuperación y adaptación. Los dos principales hallazgos de este estudio son los mecanismos dinámicos y las características de superposición de los mecanismos de prevención de epidemias, y el aprendizaje y la preparación a lo largo de todo el proceso dinámico de prevención y control de brotes.

Significado práctico

las partes interesadas del sector hotelero deben colaborar bajo la guía de UN modelo dinámico de gestión de crisis y utilizar la alta tecnología para la gestión de la recuperación del sector. Además, el desarrollo de nuevos modelos de negocio y estrategias de marketing es también una forma eficaz de afrontar el nuevo entorno externo.

Originalidad/valor

este artículo colma las lagunas de la investigación existente proponiendo UN modelo de gestión de crisis relacionadas con la salud que pueda ser utilizado para evaluar procesos dinámicos de colaboración entre los interesados en el entorno externo del sector hotelero.

Article
Publication date: 25 November 2020

Jiaxin (Sylvia) Wang, Xiaoxiao Fu and Youcheng Wang

This study aims to investigate the antecedents of frontline employees’ boundary-spanning behaviors in the hospitality industry. Anchored in transactional stress theory, affective…

1539

Abstract

Purpose

This study aims to investigate the antecedents of frontline employees’ boundary-spanning behaviors in the hospitality industry. Anchored in transactional stress theory, affective events theory and motivation theories, a conceptual model was built to explore the impacts of hindrance stressors on boundary-spanning behavior.

Design/methodology/approach

Data were collected from frontline employees in the hospitality industry in the USA. Confirmatory factor analysis and structural equation modeling were used.

Findings

The findings revealed that despite hindrance stressors’ negative indirect impact on frontline employees’ boundary-spanning behaviors, intrinsic motivation worked effectively to reduce hindrance stress and influence subsequent emotions leading to boundary-spanning behaviors.

Practical implications

This study provides substantial and detailed strategies for hospitality practitioners who are pressed to alleviate the hindrance stressors from which frontline employees frequently suffer, foster employees’ positive emotions and ease negative emotions while promoting boundary-spanning behaviors. Cultivation of employees’ intrinsic motivation and emotional management is encouraged, as is effective organizational structure and management intervention. All of these are deemed helpful in buffering employees’ work-related stress while motivating them to go above and beyond their nominal duties.

Originality/value

Very few studies have examined how “bad” hindrance stressors affect boundary-spanning behaviors. Rather than suggesting that hindrance stressors are relevant only to counterproductive behaviors, this study extends both the stress and boundary-spanning literature by uncovering the impact of hindrance stressors on frontline employees’ boundary-spanning behaviors while accounting for the roles of workers’ motivation and emotion.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 31 January 2020

Albert A. Barreda, Khaldoon Nusair, Youcheng Wang, Fevzi Okumus and Anil Bilgihan

The study aims to develop a theoretical model that portrays the antecedents of emotional attachment in the travel context by combining branding, marketing and information systems…

6523

Abstract

Purpose

The study aims to develop a theoretical model that portrays the antecedents of emotional attachment in the travel context by combining branding, marketing and information systems theories.

Design/methodology/approach

The authors gather empirical data through a Web-based questionnaire from 236 respondents. The proposed theory-driven model is examined empirically by using confirmatory factor analysis and structural equation modeling.

Findings

The findings suggest that social media rewards and benefits impact users’ brand commitment. Social media interactivity and rewards help building a stronger brand image. Brand commitment and brand image, in turn, affect emotional attachment positively.

Research limitations/implications

Other unexamined constructs may add to the explanation of building brands using social media platforms. As this is an exploratory study in relation to enhancing emotional attachment in an online travel setting, other constructs such as brand page commitment, annoyance, social benefits and telepresence may be considered in future studies.

Practical implications

Practitioners might encounter ways to influence favorable perceptions and brand commitment when consumers use social media sites. The model addresses questions regarding the significant role of social media activities on influencing brand image and brand commitment that in turn influence the development of a strong emotional attachment.

Social implications

This study examined the effects of social media activities including interactivity, psychological benefits and rewards on brand image and brand commitment, and the effects of brand image and brand commitment on emotional attachment in the travel context. The results offer further verification for the theory-based model presented in the study. Evidently, statistically significant and meaningful associations exist among the factors.

Originality/value

The key contribution of this study is that it presents and validates a theory-driven model that reveals the antecedents of sustainable emotional attachment. The proposed framework stresses the positive relationships among constructs and offers research basis for expansion in other settings.

论社交媒体活动对品牌形象和情感依恋的影响:旅游情境中的案例分析

研究目的

本论文结合品牌、营销、以及信息系统等理论, 建立了一个理论模型以描述在旅游情境中影响情感依恋的各种要素。

研究方法

作者通过网络问卷的形式收集了236份数据, 并且通过验证性因素分析和结构方程模型的手段来实际测量以理论为基础建立的模型。

研究结果

本论文研究结果表明社交媒体的奖励和好处影响用户的品牌承诺。社交媒体的交互性以及奖励帮助建立更强的品牌形象。品牌承诺和品牌形象对情感依恋有着积极促进的作用。

研究理论限制

社交媒体平台的品牌建立模型还存在一些其他变量尚未开发测量。本论文只是开拓了网络旅游平台的情感依恋研究的方向, 其他变量比如品牌专页承诺、烦恼、社交好处、以及网真等, 应该在未来的研究中得以深入。

研究实际意义

执业者可能会遇到多种方法, 通过社交媒体网站的方式影响消费者的主观感知和品牌承诺。本论文提出的模型可以帮助执业者解决关于社交媒体活动对品牌形象和品牌承诺显著影响从而达到强烈情感依恋效果的诸多问题。

研究社会意义

本论文研究了旅游产业中, 社交媒体活动, 包括交互性、心理好处和奖励对品牌形象和品牌承诺的影响, 以及品牌形象和品牌承诺对情感依恋的影响。研究结果进一步深入测量了提出的理论模型。很显然, 数据分析结果表明模型结构之间存在显著有意义的联系。

研究原创性/价值

本论文最重要的贡献在于它提出并验证了一个理论模型, 显示可持续情感依恋的动力起因。本论文提出的模型强调了结构之间的积极联系, 并且为在其他情境中的研究延申做出启示。

Article
Publication date: 2 February 2010

Robin B. DiPietro and Youcheng (Raymond) Wang

The purpose of this paper is to understand several key issues regarding technology strategies for the lodging industry, including the use and impact of technology, technology…

4091

Abstract

Purpose

The purpose of this paper is to understand several key issues regarding technology strategies for the lodging industry, including the use and impact of technology, technology adoption and implementation, the role of organization technology environment in technology use, channel management strategies, as well as future trends of technology development.

Design/methodology/approach

Qualitative interviews are conducted with hotel practitioners to gain knowledge in order to help explore issues and generate hypotheses for future research regarding information and communications technology (ICT) applications in the lodging industry.

Findings

The research finds that technology will continue to impact guest service and customer relationship management in the lodging industry, and that companies vary in their implementation and use of the technology applications.

Research limitations/implications

Using qualitative research limited the number of hotels that could be interviewed; as a result, the findings cannot be generalized to every hotel.

Practical implications

Hotel owners and managers can look at the various trends and determine which can help their guest service, focusing on providing added value to guests.

Originality/value

The paper provides insight from the viewpoints of practitioners rather than just from technology experts.

Details

Worldwide Hospitality and Tourism Themes, vol. 2 no. 1
Type: Research Article
ISSN: 1755-4217

Keywords

Article
Publication date: 21 August 2009

Sandra Naipaul and Youcheng Wang

The purpose of this paper is to provide insights and implications for hospitality management and education through an interview with an entrepreneur, leader, hotelier, and…

5693

Abstract

Purpose

The purpose of this paper is to provide insights and implications for hospitality management and education through an interview with an entrepreneur, leader, hotelier, and philanthropist in Central Florida – Mr Harris Rosen.

Design/methodology/approach

The study takes a qualitative approach along with a personal interview, which was used as a tool for data collection. An open‐ended interview protocol was designed to facilitate data collection.

Findings

The study presents insights of Mr Rosen on several key issues in hospitality management and education, including: entrepreneurship, leadership, education, and philanthropy. Implications and discussions are provided based on his perspective.

Originality/value

The study provides fresh ideas and perspectives on many relevant issues related to hospitality management and education. The insights and discussions provide prompt critical thinking on hospitality industry career development and various existing education systems.

Details

International Journal of Contemporary Hospitality Management, vol. 21 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 2 February 2010

Amy Gregory, Youcheng (Raymond) Wang and Robin B. DiPietro

The purpose of this paper is to propose and apply a conceptual model that can be used to evaluate the functional performance of hospitality and tourism websites. This model will…

2892

Abstract

Purpose

The purpose of this paper is to propose and apply a conceptual model that can be used to evaluate the functional performance of hospitality and tourism websites. This model will evaluate the websites from the perspective of information provision, communication, transactions, relationships, and technological merit, and how that applies to overall website functionality.

Design/methodology/approach

The paper uses a case study methodology in order to evaluate a random sample of the top 400 casual dining restaurant chains of 2007. The casual dining restaurant segment is chosen because of its importance in the overall foodservice industry, as well as its predominant use of websites.

Findings

Restaurant websites appear to be fairly strong in providing information in a technologically savvy environment. The areas that are found to be lower in functional efficiency are communication, relationship, and transaction. The three lowest‐rated individual attributes of the websites studied in the current research are the use and functionality of banners, reservations, and language on the websites.

Research limitations/implications

As a case study, the limitations of this research are that the findings cannot be generalized to all restaurants because only a sample of casual dining chain restaurants is used. In addition, the model evaluated all of the components of the websites as being equal with the understanding that different website components weigh differently in their importance with consumers.

Practical implications

The implications of the paper are critical for website developers and hospitality organizations as the analysis shows that there is still a gap between customer perceptions of restaurant websites and the potential to use the website to engage and connect with guests. The paper will give industry practitioners some insight into the perceptions regarding the usability of their websites in order to allow the organizations to make changes accordingly.

Originality/value

The paper is pioneering in developing and proposing a conceptual model of website evaluation and applying this theory‐supported conceptual model to the casual dining chain restaurants website evaluation.

Details

Worldwide Hospitality and Tourism Themes, vol. 2 no. 1
Type: Research Article
ISSN: 1755-4217

Keywords

Article
Publication date: 2 February 2010

Robin B. DiPietro and Youcheng (Raymond) Wang

The purpose of this summary is to review the question: What have we learned about the impact of technology in hospitality operations?

2326

Abstract

Purpose

The purpose of this summary is to review the question: What have we learned about the impact of technology in hospitality operations?

Design/methodology/approach

The summary considers the contribution made by each theme issue article to an overall understanding of the impact of technology – past, present and future – on human resource practices and in terms of monitoring guest satisfaction in hospitality operations.

Findings

The summary cites examples of technological innovation and discusses the implications of biometric authentication for hospitality operations, organization, and management.

Practical implications

The paper summarizes the types of change that are being driven by developments in technology and comments on the operational implications.

Originality/value

The paper interlinks with the editorial and provides a concise review of the range of innovations that are continuing as a direct result of advances in technology.

Details

Worldwide Hospitality and Tourism Themes, vol. 2 no. 1
Type: Research Article
ISSN: 1755-4217

Keywords

Article
Publication date: 7 March 2008

Youcheng Wang and Shaul Krakover

The purpose of this paper is to understand the business relationships among the tourism industry stakeholders in conducting collaborative destination marketing activities.

11035

Abstract

Purpose

The purpose of this paper is to understand the business relationships among the tourism industry stakeholders in conducting collaborative destination marketing activities.

Design/methodology/approach

This research takes a case study approach by focusing on the investigation of the business relationships among tourism industry stakeholders in Elkhart County, Indiana. Interviews with five staff members from the Elkhart County Convention and Visitors Bureau as well as 32 tourism industry representatives were conducted in order to answer the research questions.

Findings

The interview results indicate that different relationships of cooperation, competition and coopetition coexist among the tourism stakeholders. Four cooperative relationships with various degrees of formalization, integration, and structural complexity are involved. In addition, four factors have been identified as affecting this relationship configuration. The perceived relationship between cooperation and competition was also found to be vital with reference to the marketing of a destination.

Research limitations/implications

Given the exploratory nature and case study approach of the research, caution is required in interpreting the results of the study, particularly in generalizing the study results to other destinations.

Originality/value

The paper provides practical implications to tourism businesses in their efforts to collectively market their destination, particularly in relation to how they balance the relationship between cooperation and competition, individual benefits and common benefits in order to achieve success for both the destination and their individual businesses.

Details

International Journal of Contemporary Hospitality Management, vol. 20 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 2 February 2010

Leonard A. Jackson

The e‐business revolution which the world experienced over the past decade is forcing businesses to review, re‐engineer, and revolutionize traditional approaches to running a…

9876

Abstract

Purpose

The e‐business revolution which the world experienced over the past decade is forcing businesses to review, re‐engineer, and revolutionize traditional approaches to running a successful enterprise. Globalization and competition have also made it essential for companies to find innovative ways to manage daily administrative tasks as smoothly, seamlessly, and cost‐effectively as possible. Companies are achieving such capabilities and efficiencies by adopting enterprise resource planning systems. The purpose of this paper is to highlight the fundamentals of enterprise resource systems and their practical application in the lodging industry.

Design/methodology/approach

The paper reviews the fundamentals of enterprise resource systems and discusses their practical applications in managing the human resources (HR) function of lodging enterprises.

Findings

The integration of company‐wide day‐to‐day HR administrative tasks through the use of enterprise resource systems results in both tangible and intangible benefits for lodging organizations. These include: improved productivity, reduced cycle times, and availability of timely information.

Practical implications

The paper suggests that the use of enterprise resource systems to consolidate and integrate routine HR functions will continue to grow and prudent lodging executives should pay close attention to this trend so that they can adopt the technology into their operations and enjoy the benefits it offers.

Originality/value

Both practitioners and educators will benefit from the information presented as it communicates information and provides insights about a relatively new form of technology.

Details

Worldwide Hospitality and Tourism Themes, vol. 2 no. 1
Type: Research Article
ISSN: 1755-4217

Keywords

Article
Publication date: 2 February 2010

Doug Doran

The purpose of this paper is to provide a practitioner perspective on the impact of technology on restaurant operations.

2917

Abstract

Purpose

The purpose of this paper is to provide a practitioner perspective on the impact of technology on restaurant operations.

Design/methodology/approach

The paper reviews the development of technology and its application to restaurant operations, as viewed by a senior practitioner. It offers a viewpoint on the current state of development and the future developments that are needed and expected.

Findings

The paper cites significant examples of technological innovation over a period of some 30 years and discusses the impact of technology on restaurant operations, organization, and management.

Practical implications

The paper aligns technological advances with the experiences of a senior professional's personal experience in operating and managing restaurants throughout a period of sustained technology change.

Originality/value

The paper offers a strategic viewpoint on the evolving nature of restaurant operations and the various ways in which technological innovation is driving new applications and change in the restaurant sector.

Details

Worldwide Hospitality and Tourism Themes, vol. 2 no. 1
Type: Research Article
ISSN: 1755-4217

Keywords

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