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This paper aims to provide a critical reflection on the experience design of the lifestyle communities in the hospitality and tourism industry. Specifically, this paper proposes a conceptual model that governs experience design in creating unique and memorable experiences for lifestyle communities.

This paper is based on a critical analysis of emerging phenomena, related literature and researchers’ experiences and insights.

The lifestyle community is conceptualized as a group of people who share a specific interest, value or activity and the type of its existence can be classified as physical, virtual or hybrid. As the importance of experience design has been highlighted in the hospitality and tourism industry, the study provides the guest experience design framework of lifestyle communities that suggests an operationalization of experience design that touches shared values of customers within lifestyle communities.

This study introduces a framework that highlights the role of experience design in the development of lifestyle communities, thereby enriching the emerging body of knowledge. Additionally, the research illustrates how lifestyle communities diverge from traditional hospitality business models by using distinctive positioning strategies.

This study provides practical implications on how to capture the growing number of customers represented by lifestyle communities in the future. A deep understanding of frameworks may be crucial to establishing the experience design of lifestyle communities to correspond to the future of the hospitality and tourism industry.

This study remarks an initial attempt to provide a critical reflection of a rising contemporary issue: experience design and lifestyle communities. Conceptualization through a profound reflection of the issue offers insights to define existing phenomena and suggestions to capture future opportunities and actual management. Furthermore, future research directions in hospitality and tourism are elucidated by the provided conceptual frameworks.

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.

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.

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.

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.

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

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。

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。

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。

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。

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。

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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。

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。

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。

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。

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。

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。

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。

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.

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.

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.

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

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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

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

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.

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

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.

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.

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.

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.

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.

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

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.

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.

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