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Book part
Publication date: 4 August 2014

Hamida Skandrani and Mariem Kamoun

The purpose of this chapter is to identify hospitality meanings among hotels employees and guests and its consequences on guests’ intention. A qualitative approach using…

Abstract

The purpose of this chapter is to identify hospitality meanings among hotels employees and guests and its consequences on guests’ intention. A qualitative approach using in-depth interviews was used for data collection. The study findings reveal that hospitality definitions range from state of mind to service management oriented. Also, hospitality conception seems to have a pentagonal structure revolving around personalization, comfort, relationship guest/host, hospitableness and warm welcoming dimensions. Besides, Mediterranean culture, satisfying and understanding guests’ needs appear to influence hospitality perceptions. Cultural sensitivity is a critical skill that may help hospitality providers in coping with guests’ cultural differences. Finally, hospitality perceptions may foster behavioral and affective loyalty.

Details

Tourists’ Perceptions and Assessments
Type: Book
ISBN: 978-1-78350-618-7

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Article
Publication date: 7 October 2021

Tuan Trong Luu

The ongoing improvement of hospitality services stems from innovative behavior among employees. This study aims to investigate how and when human resource (HR) flexibility…

Abstract

Purpose

The ongoing improvement of hospitality services stems from innovative behavior among employees. This study aims to investigate how and when human resource (HR) flexibility promotes hospitality employees’ innovative work behavior.

Design/methodology/approach

The data were garnered from 438 employees and 67 managers from 19 hotels operating in Vietnam. Multilevel structural equation modeling was used to analyze the data.

Findings

The positive association was observed between HR flexibility and innovative work behavior. Harmonious passion functioned as a mediator for such a relationship. While promotion focus was found to positively interact with HR flexibility to predict employee harmonious passion, prevention focus demonstrated an attenuating effect on the association between HR flexibility and harmonious passion.

Practical implications

The findings suggest that hospitality organizations can promote innovative work behavior among employees through building skill and behavioral flexibility, as well as flexibility in HR practices. Hospitality organizations should also realize the role of harmonious passion as a mechanism that can channel HR flexibility into innovative work behavior and the interactive effect of promotion focus and HR flexibility on fostering harmonious passion and, in turn, innovative work behavior.

Originality/value

This inquiry advances the strand of research on the HR management-innovative behavior linkage by offering insights into how and when HR flexibility promotes innovative work behavior among hotel employees.

Details

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

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Article
Publication date: 25 October 2021

Ahmed Tlili, Fahriye Altinay, Zehra Altinay and Ye Zhang

This study aims to examine a topic of growing significance to hospitality and tourism scholars and practitioners – how emerging technologies can fulfill accessible…

Abstract

Purpose

This study aims to examine a topic of growing significance to hospitality and tourism scholars and practitioners – how emerging technologies can fulfill accessible hospitality and tourism services for people with disabilities.

Design/methodology/approach

A systematic review of the literature based on the Web of Science database and qualitative research were conducted. Specifically, bibliometric analysis and thematic analyzes of expert interviews were used. The obtained views from experts in the field further validated and enriched the obtained findings.

Findings

The primary topics of exploration in existing literature were identified, such as social networks and data-empowered services. The potential areas of further advances are also revealed such as the need for cross-country collaborations and potential gaps between scholarly and practitioner interest in the topic.

Research limitations/implications

This research is limited by the scope of adopted search keywords and databases.

Practical implications

This study offers vital practical implications for the future integration of emerging technologies to fulfill accessible hospitality and tourism. It also demonstrates the pressing need for more interconnected global collaborations for this important initiative.

Social implications

This study emphasizes how the hospitality and tourism industry could better leverage technological power to empower people with disabilities. It also points out the importance of an inclusive process for technology implementation for accessible hospitality and tourism services to fully represent the interests of disabled customers (including the consideration of their different backgrounds).

Originality/value

This study sheds light on the future research directions of technological empowerment of accessible hospitality/tourism. It also makes methodological contributions by demonstrating what bibliometric analysis has to offer to relevant fields of studies. The solicited views of experts in the field from different countries on the topic further add to the depth and value of the findings while demonstrating the combination of these two approaches as a promising mixed-methods route to produce richer and more robust findings.

Details

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

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Article
Publication date: 11 October 2021

Fuad Mehraliyev, Irene Cheng Chu Chan and Andrei Petrovich Kirilenko

This study aims to conduct a systematic review and critically analyze the sentiment analysis literature in hospitality and tourism from methodological (data sets and…

Abstract

Purpose

This study aims to conduct a systematic review and critically analyze the sentiment analysis literature in hospitality and tourism from methodological (data sets and analyzes) and thematic (topics, theories, key constructs and their relationships) perspectives.

Design/methodology/approach

Qualitative thematic review and quantitative systematic review were performed on 70 papers obtained from hospitality and tourism categories of two databases, namely, Web of Science and Scopus.

Findings

A total of 5 topics and 27 sub-topics were identified and the major theme is market intelligence. Sentiment variables were investigated not only as independent but also as dependent variables. The customer rating is the most investigated dependent variable, whereas moderators and mediators were rarely tested. Most reviewed studies did not use theory. The findings from the methodological review show that analysis of big data was rare. Moreover, testing the performance of sentiment analyzes was uncommon, and only one paper tested the performance of aspect/feature extraction.

Research limitations/implications

This study extends prior review studies by providing a comprehensive view of how knowledge and methodologies of sentiment analysis have developed. The identified themes and key constructs serve as a solid base for future knowledge advancement. Future research directions on sentiment analysis are also provided.

Originality/value

To the best of the authors’ knowledge, this study is the first comprehensive methodological and thematic review of sentiment analysis in hospitality and tourism. Based on the identified findings, the authors propose several directions for future research.

Details

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

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Article
Publication date: 29 September 2021

Arthur Yan Huang, Tyler Fisher, Huiling Ding and Zhishan Guo

This paper aims to examine transferable skills and viable career transition pathways for hospitality and tourism workers. Future career prospects are discussed, along with…

Abstract

Purpose

This paper aims to examine transferable skills and viable career transition pathways for hospitality and tourism workers. Future career prospects are discussed, along with the importance of reskilling for low-wage hospitality workers.

Design/methodology/approach

A network analysis is conducted to model skill relationships between the hospitality industry and other industries such as health-care and information technology. Multiple data are used in the analysis, including data from the US Department of Labor Occupational Information Network (O*NET), wage data from the Bureau of Labor Statistics and job computerization data (Frey and Osborne, 2017).

Findings

Although hospitality workers have lower than average skills scores when compared to workers from other career clusters included in the analysis, they possess essential soft skills that are valuable in other industries. Therefore, improving hospitality workers’ existing soft skills may help them enhance their cross-sector mobility, which may allow them to obtain jobs with a lower likelihood of computerization.

Practical implications

The findings shed light on workforce development theories and practice in the hospitality industry by quantitatively analyzing cross-sector skill correlations. Sharpening transferable soft skills will be essential to enhancing hospitality workers’ career development opportunities.

Originality/value

To the best of the authors’ knowledge, this is the first study that specifically examines the skill taxonomy for the hospitality industry and identifies its connection with other in-demand career clusters.

Details

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

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Article
Publication date: 21 September 2021

Erdogan Koc and Ahu Yazici Ayyildiz

Scales play an important role in researching and understanding a field. This study aims to explore scales developed in hospitality and tourism to identify the trends and…

Abstract

Purpose

Scales play an important role in researching and understanding a field. This study aims to explore scales developed in hospitality and tourism to identify the trends and the gaps in the scale development studies with a view to make scale development recommendations for future studies.

Design/methodology/approach

The study explores and analyses 253 scales developed from the perspectives of scope and methodology. The scales were first grouped into categories to identify trends and gaps in scale development to be able to make recommendations from the scope perspective. Then, for the methodology perspective, the scales were analysed according to various criteria such as sampling, reliability, validity and pilot testing reporting.

Findings

The study shows that while there are opportunities in some areas to develop newer scales, some areas appear to be saturated. It is important to note that all scales appear to be self-report scales which may result in the measurement of self-perceptions of people alone regarding a phenomenon. The study also pointed out some of the methodological shortcomings in the scales developed.

Research limitations/implications

The study has both theoretical and practical implications. From a theoretical implications perspective, the study identified the overlaps and the gaps in scale development and provided several new scale development ideas concerning their scopes/topics and methodologies. From a practical perspective, the study shed light on the extent which the scales are relevant and useable by the practitioners in the tourism and hospitality establishments.

Originality/value

The study is original as there is no collective review of hospitality and tourism scales. The study identifies the trends, gaps, overlaps and some of the weaknesses of the scales developed and offers several valuable recommendations for the future.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

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Article
Publication date: 13 September 2021

Giang Hoang, Elisabeth Wilson-Evered, Leonie Lockstone-Binney and Tuan Trong Luu

This study aims to review the empirical studies on empowering leadership in hospitality and tourism and proposes an associated research agenda.

Abstract

Purpose

This study aims to review the empirical studies on empowering leadership in hospitality and tourism and proposes an associated research agenda.

Design/methodology/approach

A disciplined selection process using transparent inclusion and exclusion criteria resulted in a final sample of 25 empirical studies. The research results from these studies were systematically analyzed using content analysis.

Findings

The synthesis of these articles highlights that: studies on empowering leadership in hospitality and tourism are mainly based on motivational theories and theories with a social orientation; empowering leadership has been examined within various cultures mostly using quantitative methods; multiple instruments are used to measure empowering leadership; and empowering leadership is a variously defined construct that has been found to promote creativity and innovation, service performance and various employee attitudes and behaviors.

Research limitations/implications

The authors provide an integrated framework for empowering leadership in hospitality and tourism contexts, proposing theoretical implications and directions for further research.

Practical implications

This review identified growing research interest in empowering leadership in diverse hospitality and tourism contexts, as well as an increasing impetus to understand how leaders can effectively empower their subordinates.

Originality/value

The study provides a systematic understanding of empirical research examining the theoretical frameworks, antecedents, mediators, moderators and consequences of empowering leadership in various hospitality and tourism contexts. Significant opportunities remain for further research to address the gaps and limitations discovered.

Details

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

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Article
Publication date: 9 September 2021

Susan Varga, Trishna G. Mistry, Faizan Ali and Cihan Cobanoglu

This study aims to examine the impacts of employee wellness programs on employee and organizational outcomes in the hospitality industry.

Abstract

Purpose

This study aims to examine the impacts of employee wellness programs on employee and organizational outcomes in the hospitality industry.

Design/methodology/approach

A survey was distributed on Amazon Mechanical Turk, targeting hospitality employees who have access to employee wellness programs. Descriptive statistics, confirmatory factor analysis and structural equation modeling techniques were used.

Findings

Employee perceptions of wellness programs significantly impacted turnover intention, job stress (JS) and perceived organizational support (POS). POS had a significant mediating effect between employee perceptions of wellness programs and JS. Employee perceptions of wellness programs did not have a significant effect on emotional labor.

Originality/value

Employee wellness programs are often recommended to human resource managers, but there is little empirical evidence of their effects, particularly for hospitality industry employees. This study investigates the actual employee outcomes of employer-sponsored wellness programs.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 10
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 15 September 2021

Shu-Hsien Liao, Retno Widowati and Ting-Hung Lin

In terms of service hospitality, recent discussions of value-in-use from the perspective of service-dominant logic have focused on the customer’s determination of value…

Abstract

Purpose

In terms of service hospitality, recent discussions of value-in-use from the perspective of service-dominant logic have focused on the customer’s determination of value and control of the value creation process. The purpose of this paper is to extend these discussions by exploring the value creation process in the Western-style restaurant in Taiwan, which is developed value-in-eat creation for restaurants. In Taiwan, Western-style restaurants are as popular as Chinese restaurants because of globalization and cultural integration. However, to local restaurateurs and managers, managing a Western-style restaurant in terms of localization and hospitality on value-in-eat creation presents both academic and practical issues. Thus, this paper aims to investigate Western-style restaurant hospitality management alternatives on the value-in-eat creation process in Taiwan using a data mining approach.

Design/methodology/approach

Based on a market survey, a total of 1,187 questionnaires was incorporated into a database. The questionnaire design is divided into 7 parts with 35 items. All questions are designed as nominal and ordinal (not the Likert scale) scales. Data mining approach, including cluster analysis and association rules, cluster analysis is investigated possible customer profiles and association rules is implemented to explore customer preference patterns and rules on the value-in-eat creation process.

Findings

Data mining results show two patterns including Pattern 1: meal patterns and customer preferences for restaurant hospitality management and Pattern 2: customer relationship management (CRM) for restaurant hospitality management that customer profiles and preferences on meal patterns, service patterns and CRM are engaged to suggest effective Western restaurant hospitality management alternatives, such as proper bundles for restaurant types, meals, exotic atmosphere and services of hospitalities in terms of a value-in-eat creation process.

Originality/value

To the best of the authors’ knowledge, this study is the first study to investigate consumers’ behaviors in Western-style restaurants using the measurement of nominal and ordinal scale for questionnaire development and further to implement a data mining approach on selected data samples. In addition, this study illustrates the patterns/rules of Taiwan customer preferences that best explain the knowledge of how to manage Western-style restaurants from the perspective of customer hospitality using data mining.

研究目的

在酒店服务领域, 近期的从服务主流逻辑为视角关于使用价值的讨论主要集中在消费者对价值的定义以及掌控价值创造的过程。本研究的主要目的是拓展这些相关的讨论从而发掘关于在台湾经营的西餐厅的顾客价值创造过程, 进而开发餐厅的饮食价值创造。由于全球化进程, 台湾的西餐厅和中餐厅同样受欢迎。然而, 对于本地的餐厅所有人和经营管理者来讲, 管理西餐厅关于价值创造过程中的地方化和服务管理还存在学术和实践问题。因此, 本文运用了数据挖掘的方法对西餐关于价值创造的另类途径进行了探索。

研究设计/方法/途径

基于市场调研, 本研究导入了1187份问卷作为数据库。问卷由7部分35项条目组成。所有问题以称名量表和顺序量表(非李克特量表)测量。数据挖掘包括了聚类分析和关联分析。聚类分析用来分析消费者概况, 关联分析来探究顾客倾向以及饮食价值创造过程。

研究结果

数据挖掘结果显示了两种模式, 1:食物以及顾客对餐厅的接待管理的偏爱以及模式, 2:客户关系管理包括顾客概况和对饮食模式的偏爱, 服务模式以及顾客关系维护的另类建议, 诸如适度的捆绑销售包括餐厅种类, 菜系, 异域风情的就餐环境以及服务来体现饮食价值创造的过程。

研究原创性/价值

本研究是首次探索了用称名量表和顺序量来研发的消费者问卷并且运用了数据挖掘的方法研究了西餐厅的消费者行为。 此外, 本研究阐明了台湾消费者的偏爱模式从而更好的解释了如何用数据挖掘的方法来研究西餐厅的服务管理。

Details

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

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Article
Publication date: 20 September 2021

Galina Berjozkina and Yioula Melanthiou

Education can provide learners with the necessary awareness, values and skills to understand the complexity of sustainability. This study aims to analyse the extent to…

Abstract

Purpose

Education can provide learners with the necessary awareness, values and skills to understand the complexity of sustainability. This study aims to analyse the extent to which sustainability concepts have been implemented in higher education programmes in the tourism and hospitality fields.

Design/methodology/approach

For the purpose of the current study, data on all tourism and hospitality programmes offered in Cyprus higher education institutions (HEIs) at the Bachelor level was obtained. Analysis was conducted on publicly available programme descriptions, learning outcomes, program content and syllabi and course descriptions.

Findings

The study finds that sustainability concept implementation in undergraduate hospitality and tourism degree programmes is at a developing stage. The majority of the HEI follow trends and offer sustainability courses either as compulsory or elective courses, but concept implementation in programme learning outcomes and programme descriptions is relatively limited.

Originality/value

This paper presents a review of data and evidence on sustainability concept implementation in tourism and hospitality education in Cyprus.

Details

Worldwide Hospitality and Tourism Themes, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1755-4217

Keywords

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