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1 – 10 of over 2000Sut Ieng Lei, Dan Wang and Rob Law
This study aims to investigate how hoteliers leverage mobile technologies to shape services that allow customers to create their own unique and personalized experiences.
Abstract
Purpose
This study aims to investigate how hoteliers leverage mobile technologies to shape services that allow customers to create their own unique and personalized experiences.
Design/methodology/approach
Guided by service-dominant logic and sociomateriality, this study analyzes hoteliers’ reasoning behind the design of mobile-based services through qualitative research. Data were collected from interviews with hotel managers representing best-practice companies in the industry.
Findings
The findings provide a rich description of mobile-based value co-creation in the hotel context. They delineate hoteliers’ understanding of mobile technologies as a means to co-create value, their strategic considerations and the forms in which value is expected to be co-created.
Research limitations/implications
This study unearths the new roles of hoteliers, unique forms of value co-creation and their underlying structures in the specific context of mobile-based value co-creation. Practical implications based on industry best practices are provided for hospitality companies seeking to innovate by co-creating value with customers using mobile technologies.
Originality/value
This research paper contributes to the hospitality literature on IT-enabled service innovation and value co-creation by comprehensively explaining the underlying structure and design of co-created experiences facilitated by mobile-based services.
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Paul J. Morton, Kelsy Luengen and Lorraine Mazerolle
The purpose of this paper is to present evaluation results of Operation Galley, an intelligence-led policing (ILP) intervention that sought to proactively address the problem of…
Abstract
Purpose
The purpose of this paper is to present evaluation results of Operation Galley, an intelligence-led policing (ILP) intervention that sought to proactively address the problem of drug dealing from hotel rooms by engaging hoteliers as crime control partners with the Queensland Police Service.
Design/methodology/approach
Operation Galley, a randomized control field trial, rank ordered and matched 120 hotels on size, star rating, location and estimated degree of suspicious behaviour. Hotels were randomly assigned to one of three conditions: Operation Galley hotels who received a procedurally just letter, followed by a personal visit with detectives; the letter-only hotels who received the procedurally just letter; and the business as usual hotels.
Findings
Using repeated measures ANOVA and general linear models, results of the 12-month trial indicate that the Operation Galley condition led to an increase in police engagement with hoteliers, increasing the recognition, reporting and police enforcement of drug offenders.
Practical implications
The Operation Galley trial demonstrates that the ILP approach helped foster positive engagement between hoteliers and detectives. The approach cultivated hoteliers as crime control partners and thereby increased the flow of human source intelligence, helping police to better target and respond to drug dealing problems in hotel rooms.
Originality/value
Results of the Operation Galley trial demonstrate that hoteliers can be leveraged as crime control partners, providing important human source intelligence about drug dealing and facilitating the capacity of police to better respond to drug problems in hotels.
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Javier Perez-Aranda, María Manuela Guerreiro and Júlio da Costa Mendes
The advent of electronic word-of-mouth (eWOM) communities and review sites has strongly affected the tourism industry, changing the way hotels and accommodations build credibility…
Abstract
Purpose
The advent of electronic word-of-mouth (eWOM) communities and review sites has strongly affected the tourism industry, changing the way hotels and accommodations build credibility and a good image. Few studies have tested, among eWOM communities, the predictors and factors that directly affect positive eWOM reviews. Using a directory of Spanish hotels in TripAdvisor, the purpose of this paper is to critically discuss and examine the predictors of positive eWOM, from the hoteliers’ perspective.
Design/methodology/approach
After the literature review on eWOM, hypotheses regarding predictors of positive eWOM were developed. Correlation and regression analyses were conducted to empirically validate the relation between hotel and personal characteristics and positive eWOM among a population of 335 hotels.
Findings
Results suggest that commitment and competence are factors affecting positive eWOM. The study found that hoteliers do not perceive hotel characteristics (category, size, and type of ownership) or the use of the review site as predictors of positive valence. Instead, they perceive commitment and competence as the main predictors.
Research limitations/implications
The identification of the predictors of positive valence is important to get better eWOM valence. It would allow hotels to improve some factors that affect positive eWOM. In this way, the hotel resources and efforts would be better targeted.
Practical implications
The identification of the predictors of positive valence is important to get better eWOM valence. It would enable hotels to improve some factors and characteristics that affect positive eWOM. In this way, the hotel resources and efforts would be better targeted.
Originality/value
This paper investigates the factors affecting positive reviews on hotels, from the hoteliers’ perception. The study will help researchers to understand positive eWOM formation. Moreover, this study will provide marketers with information on how to improve efforts to obtain positive reviews.
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Maryam Khodaviren and Sunrita Dhar-Bhattacharjee
This study aims to examine the perception and practices related to Corporate Social Responsibility (CSR) implemented in Small and Medium-sized Enterprises (SMEs), focussing on…
Abstract
Purpose
This study aims to examine the perception and practices related to Corporate Social Responsibility (CSR) implemented in Small and Medium-sized Enterprises (SMEs), focussing on small hotels in London.
Design/methodology/approach
A qualitative research design comprising detailed semi-structured interviews was employed with 12 small hotel owner-managers in central London and its outskirts. The study adopts a social constructionist approach to explore CSR perspectives and practices, along with a social capital framework to investigate how CSR is perceived at the individual level and consequently manifested into CSR practices.
Findings
The findings indicate that a small hotel’s implementation of CSR is influenced by long-term versus short-term considerations, as well as socio-economic and socio-political conditions. Individual-level factors, like hoteliers’ CSR conceptualisation and personal and business values, affect CSR adoption in small hotels. Lastly, institutional-level factors, such as ineffective institutional participation and the hotelier’s cultural background against the cosmopolitan context of a big city, have contributed to a muted response to socially responsible issues.
Research limitations/implications
This study was conducted with a limited sample of 12 participants from small hotels in London and its outskirts, which may limit the generalisability of the findings. Future research could enhance these findings by involving a larger and more diverse group of participants from various urban areas, potentially employing a quantitative research approach for broader applicability. This study’s insights can guide policymakers in educating small business owners on CSR benefits and implementation. It also proposes how governments could encourage sustainable practices among small hotels seeking to enhance their reputation. Moreover, these findings enable small businesses to develop their stakeholder strategies for greater CSR initiatives.
Originality/value
This study integrates social capital theory into investigating CSR in small hotels in London, broadening the literature on CSR perception and integration, particularly in SMEs and the hospitality sector.
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This paper reviews the literature on hotel guest questionnaires, also commonly known in the industry as comment cards. Considered a hotel tradition, the ubiquitous questionnaire…
Abstract
This paper reviews the literature on hotel guest questionnaires, also commonly known in the industry as comment cards. Considered a hotel tradition, the ubiquitous questionnaire remains the primary method employed by mainstream hotels to elicit and record guest feedback despite shortcomings in data reliability and response rates. Hence questionnaires play a key facilitation role in the collection of guest feedback (guest–hotel dyad in hotel communication). The paper traces the history of questionnaire utilization in the hotel industry, and examines evolutionary changes in terms of form and function. A typology of questionnaire genre is constructed. Used either independently or in combination with other methods, the traditional paper guest questionnaire has been complemented or even superseded by e-based variants. Obsolescence threatens the paper questionnaire as technology uptake permeates the hotel industry. This paper considers a “service innovation” by using the questionnaire as a communication tool along the hotel–guest dyad. A back-to-basics approach potentially yields a valuable and cost-efficient guest service encounter opportunity whilst mitigating questionnaire data deficiencies.
Andrew Mungall and Thouraya Gherissi Labben
This paper presents the results of a questionnaire-based exploratory survey among hoteliers in Switzerland, measuring their perception of the senior clientele. These hoteliers…
Abstract
This paper presents the results of a questionnaire-based exploratory survey among hoteliers in Switzerland, measuring their perception of the senior clientele. These hoteliers were also asked about the specific arrangements they have made in the past for the senior customers, as well as the investments they have undertaken. The main finding is that, even though the senior segment is recognised by most hoteliers as being potentially profitable, a less than flattering image of this customer category seems to have dissuaded a great number of Swiss hoteliers from concentrating a lot of effort and resources on adapting their products and services to this customer segment. This bad image (serious physical handicaps, problems in cohabitation with other clients) deserves to be corrected. Besides, the wish of senior tourists for a personalised product and service should be taken into account by Swiss hoteliers in their future investments and offers aimed at the senior guests.
Sonja Holverson and Frédéric Revaz
This study aims to examine the effectiveness of branding through franchising and hotel membership affiliations in Europe, where the chain penetration rate is still relatively low…
Abstract
Purpose
This study aims to examine the effectiveness of branding through franchising and hotel membership affiliations in Europe, where the chain penetration rate is still relatively low, albeit growing slowly, and where hotels are limited by historical preservation codes and building restrictions.
Design/methodology/approach
Although branding through affiliations has been a successful strategy in North America for decades, little is known of this strategy in Europe, where the fragmented hospitality industry comprises small and medium‐sized independent enterprises which are being subjected to increasing competitive pressure from large global chains. This exploratory study, using a purposive sample, examines the factors that European independent hotels consider before committing to a third‐party brand and whether they perceive their decision to have improved their overall performance.
Findings
It is revealed that these hoteliers perceive that they had significantly improved their overall market position situation without losing a large part of their uniqueness, independence and management control. Notwithstanding, some of the hoteliers were not satisfied with every aspect of their brand selection and it was concluded that the degree of success would be highly contingent on careful selection of the appropriate kind of branding tool option for each situation.
Practical implications
The main issues have been identified for hoteliers to consider when selecting a brand affiliation as well as the key components for the branding companies to include in their offers. Recommendations are provided for both.
Originality/value
Decision‐making criteria are provided for hoteliers in the form of a checklist to use including benefits and risks and other considerations, as well as a checklist of key success factors of leading hotel branding companies.
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Alessandro Inversini and Lorenzo Masiero
This paper aims to focus on the reason why hoteliers choose to be present in online travel agent (OTA) and social media web sites for sales purposes. It also investigates the…
Abstract
Purpose
This paper aims to focus on the reason why hoteliers choose to be present in online travel agent (OTA) and social media web sites for sales purposes. It also investigates the technological and human factors related to these two practices.
Design/methodology/approach
The research is based on a survey sent to a wide range of hotels in a Swiss touristic region. The empirical analysis involves the specification of two ordered logit models exploring the importance (in terms of online sales) of both social media and the online travel agent, Booking.com.
Findings
Findings highlight the constant tension between visibility and online sales in the web arena, as well as a clear distinction in social media and OTA web site adoption between hospitality structures using online management tools and employing personnel with specific skills.
Practical implications
The research highlights the need for the hospitality industry to maintain an effective presence on social media and OTAs in order to move towards the creation of a new form of social booking technologies to increase their visibility and sales.
Originality/value
This research contributes to understanding the major role played by OTAs and social media in the hospitality industry while underlining the possibility of a major interplay between the two.
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Philip Sloan, Willy Legrand and Joseph S. Chen
This research initiates an exploratory research assessing the general attitudes of hoteliers from independently owned properties toward environmental management issues and…
Abstract
This research initiates an exploratory research assessing the general attitudes of hoteliers from independently owned properties toward environmental management issues and determines the facilitators motivating them to introduce environmental management policies as well as the inhibitors hindering the adoption. This study distributes the questionnaires via email to 250 medium-sized hotels, from the rating of three to five stars, in Germany. As a result, 41 useful questionnaires are obtained and analysed. The findings suggest that the communication of new environmental initiatives between hoteliers and environmental organizations is not so effective. In general, the respondents agree that environmental policy is necessary and they view that sound environmental management systems would have a positive effect on customers’ perception of the hotel.
Saeid Abbasian, Gustaf Onn and Denice Nordberg
This paper aims at from the perspective of the social exchange theory (SET) gaining an understanding of how promotion of halal concept in Sweden is perceived by Swedish hoteliers.
Abstract
Purpose
This paper aims at from the perspective of the social exchange theory (SET) gaining an understanding of how promotion of halal concept in Sweden is perceived by Swedish hoteliers.
Design/methodology/approach
A mixed-methods approach has been used consisting of 62 completed surveys with closed-ended and open-ended questions, follow-up comments and five in-depth interviews with hoteliers in the mid-Sweden region. Content analysis has been employed.
Findings
Three categories of meanings are the main findings: general perception, safeguarding Swedish secular values and financially unjustifiable have been discovered. Most of the respondents have been sceptical towards halal and Muslim-friendly hotel concepts due to financial and cultural challenges these two concepts have for the Swedish tourism and hotel industries. Based on the SET, this entails more costs than benefits and is especially at odds with Swedish-rooted secular values.
Practical implications
This study provides practical implications and increased knowledge for tourism stakeholders including hotels in Sweden.
Originality/value
This is one of the very few studies on halal tourism in Scandinavia and the first Scandinavian study on hoteliers' attitudes towards halal tourism.
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