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Article
Publication date: 5 August 2022

Carlos Díaz-Santamaría, Jacques Bulchand-Gidumal and Santiago Melián-González

The purpose of this paper is to analyze the perceived quality of service by guests in the reopening process during the COVID-19 pandemic.

Abstract

Purpose

The purpose of this paper is to analyze the perceived quality of service by guests in the reopening process during the COVID-19 pandemic.

Design/methodology/approach

The authors analyzed 1,679 TripAdvisor reviews from 2019 and 2020 that were written for hotels in Gran Canaria, Spain. The authors compared the average rating for 2019 and 2020 and the authors performed a content analysis of the reviews.

Findings

Guests perceived the quality of their stay to be worse during 2020, especially regarding food and beverage and staff behavior. The only service quality dimension that showed an improvement was related to open-air hotel installations.

Research limitations/implications

The authors only analyzed reviews in one language. The authors were not able to determine if the lower ratings in 2020 were due to the way in which they perceived the quality of service or to the fact that the quality of service was objectively worse.

Originality/value

This paper contributes to theory development in the field of hospitality management by providing new insights into how external events can influence hotel services and guests’ perceptions. This research shows how a health crisis that is external to the tourism industry has caused an impact on hotel staff management and on how hotel staff behavior is perceived. However, it is also possible that regardless of anything managers do, the rating that a guest awards a hotel will be lower than it would have been before the pandemic.

Details

Consumer Behavior in Tourism and Hospitality, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2752-6666

Keywords

Book part
Publication date: 17 January 2009

John F. Kros and Christopher M. Keller

Successful revenue management programs are found in industries where managers can accurately forecast customer demand. Airlines, rental car agencies, cruise lines, and…

Abstract

Successful revenue management programs are found in industries where managers can accurately forecast customer demand. Airlines, rental car agencies, cruise lines, and hotels are all examples of industries that have been associated with revenue management. All of these industries have applied revenue management, whether it be complex overbooking models in the airline industry or simple price discrimination (i.e., having a tiered price system for those making reservations ahead of time versus walk-ups) for hotels.

Details

Advances in Business and Management Forecasting
Type: Book
ISBN: 978-1-84855-548-8

Book part
Publication date: 12 October 2018

Ruiyu Feng, Yao-Chin Wang and Bill Ryan

This chapter conceptualizes a framework that can be applied to examine the service experiences of business tourists at luxury hotels. A synthesized literature review…

Abstract

This chapter conceptualizes a framework that can be applied to examine the service experiences of business tourists at luxury hotels. A synthesized literature review results in the identification of three service constructs − surprise, recovery, and sweetness − that constitute the service experiences. In the development of five propositions and in views of emotional appreciation and reciprocity, the chapter posits that emotional value from these three constructs of service experiences can enhance business tourists’ attitude of gratitude and consequently their willingness to pay a price premium. The proposed conceptual framework extends the three service constructs to, and integrates them with, a value–attitude–behavior model.

Details

Quality Services and Experiences in Hospitality and Tourism
Type: Book
ISBN: 978-1-78756-384-1

Keywords

Book part
Publication date: 15 September 2016

Hilal Erkuş-Öztürk

The importance of diversification and innovation in strengthening of global competitiveness has been emphasized in both tourism and local development literature. The aim…

Abstract

The importance of diversification and innovation in strengthening of global competitiveness has been emphasized in both tourism and local development literature. The aim of this chapter is to define the factors (company type, company size, intra-industry investments, collaboration with other companies, and associations) that influence the product- and service-diversification of hotels. This chapter addresses the diversification and innovation strategies of hotels, not only in the light of tourism literature, but also of local development literature, and it provides empirical evidence based on a company-level survey. The findings of the study show that company type, company size, sector-specific knowledge (intra-industry investments and experience of hotel workers), and collaboration with other companies and institutions matter for product- and service-diversification of hotels.

Details

Tourism and Hospitality Management
Type: Book
ISBN: 978-1-78635-714-4

Keywords

Book part
Publication date: 14 October 2019

Sameer Mathur and Ashish Dubey

This paper identifies and models the effect of eight attributes that influence hotel room rents in India. These attributes are conceptually grouped into three factors: (1…

Abstract

This paper identifies and models the effect of eight attributes that influence hotel room rents in India. These attributes are conceptually grouped into three factors: (1) site factors including the presence or absence of a “swimming pool,” “free breakfast,” and the “hotel capacity”; (2) situational factors including, “distance from the airport,” “weekend/weekday,” “city population,” “cost of living”; and (3) a reputation factor indicated by “star rating.” Our regression model uses secondary data collected from a hotel booking website for 570 hotels across 18 cities of India. The results indicate that six out of these eight variables namely, presence of swimming pool, free breakfast, hotel capacity, distance from the airport, city population, and hotel star rating have a significant impact on hotel room rents in India.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-83867-956-9

Keywords

Book part
Publication date: 27 May 2008

Tomás F. Espino-Rodríguez and Manuel Rodríguez-Díaz

Outsourcing is an important phenomenon in hotel sector. It is changing from a tactical to a strategic perspective, with greater scope and relevance to the creation of…

Abstract

Outsourcing is an important phenomenon in hotel sector. It is changing from a tactical to a strategic perspective, with greater scope and relevance to the creation of competitive advantages. The opening up of hotels to outsourcing and strategic alliances improves individual competitiveness, but also has strong repercussions on destinations, especially those in a stage of maturity and requiring new approaches to improve competitiveness. This change in interorganizational relationships to a strategic perspective requires new theoretical and practical frameworks to make it easier for hotels to outsource their operations with greater potential for competitive advantage. This work proposes the types of relationship and degree of process integration required for relational capabilities to be achieved in the hotel sector when operations are outsourced. Finally, a series of conclusions are presented.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-0-7623-1489-8

Article
Publication date: 15 August 2022

Ling Ling Tan

This study aims to examine the influence of environmental knowledge on perceived green benefits and green hotel patronage intention. It also aims to investigate the…

Abstract

Purpose

This study aims to examine the influence of environmental knowledge on perceived green benefits and green hotel patronage intention. It also aims to investigate the influence of perceived green benefits on attitude towards green hotel stay and patronage intention.

Design/methodology/approach

The purposive sampling method was used in this study. A total of 262 respondents completed the survey questionnaire. For data testing, the partial least squares approach was used.

Findings

Environmental knowledge positively influenced the intention to patronise a green hotel and all the perceived green benefits – functional, emotional, social and epistemic benefits. Perceived green benefits did not influence green hotel patronage intention directly, but all the benefits promoted a favourable attitude towards green hotel stay.

Research limitations/implications

Future studies can replicate this study to examine whether consumers in other cities or countries perceive green benefits similarly or differently. The current model can also be used to explore other hospitality and tourism settings.

Practical implications

Green hoteliers should highlight all the four perceived green benefits in their marketing communication materials, especially functional and epistemic benefits that have greater effect on attitude. Green hoteliers can also collaborate with local government, educational institutions and travel agencies to develop pro-environmental materials to increase environmental knowledge of consumers.

Originality/value

Few studies have examined the relationships among environmental knowledge, perceived green benefits with the inclusion of epistemic benefit, attitude and green hotel patronage intention in a single framework.

Details

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

Keywords

Article
Publication date: 16 August 2022

Liyao Huang, Cheng Li and Weimin Zheng

Given the importance of spatial effects in improving the accuracy of hotel demand forecasting, this study aims to introduce price and online rating, two critical factors…

Abstract

Purpose

Given the importance of spatial effects in improving the accuracy of hotel demand forecasting, this study aims to introduce price and online rating, two critical factors influencing hotel demand, as external variables into the model, and capture the spatial and temporal correlation of hotel demand within the region.

Design/methodology/approach

For high practical implications, the authors conduct the case study in Xiamen, China, where the hotel industry is prosperous. Based on the daily demand data of 118 hotels before and during the COVID-19 period (from January to June 2019 and from January to June 2021), the authors evaluate the prediction performance of the proposed innovative model, that is, a deep learning-based model, incorporating graph convolutional networks (GCN) and gated recurrent units.

Findings

The proposed model simultaneously predicts the daily demand of multiple hotels. It effectively captures the spatial-temporal characteristics of hotel demand. In addition, the features, price and online rating of competing hotels can further improve predictive performance. Meanwhile, the robustness of the model is verified by comparing the forecasting results for different periods (during and before the COVID-19 period).

Practical implications

From a long-term management perspective, long-term observation of market competitors’ rankings and price changes can facilitate timely adjustment of corresponding management measures, especially attention to extremely critical factors affecting forecast demand, such as price. While from a short-term operational perspective, short-term demand forecasting can greatly improve hotel operational efficiency, such as optimizing resource allocation and dynamically adjusting prices. The proposed model not only achieves short-term demand forecasting, but also greatly improves the forecasting accuracy by considering factors related to competitors in the same region.

Originality/value

The originalities of the study are as follows. First, this study represents a pioneering attempt to incorporate demand, price and online rating of other hotels into the forecasting model. Second, integrated deep learning models based on GCN and gated recurrent unit complement existing predictive models using historical data in a methodological sense.

Details

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

Keywords

Open Access
Article
Publication date: 15 August 2022

Victor Oluwafemi Olorunsola, Mehmet Bahri Saydam, Huseyin Arasli and Deniz Sulu

Sustainable tourism is becoming more popular all over the world. Eco-friendly (green) hotels are properties that are friendly to the environment and are becoming…

Abstract

Purpose

Sustainable tourism is becoming more popular all over the world. Eco-friendly (green) hotels are properties that are friendly to the environment and are becoming increasingly popular among green travellers. Electronic word-of-mouth is a technique of communicating with consumers in order to share their experiences, and it is a significant marketing tool for hotels. This paper aims to identify the main themes shared in online reviews by tourists visiting eco-friendly hotels, and which of these themes were associated with satisfaction and dissatisfaction ratings.

Design/methodology/approach

The research used qualitative content analyses to analyse 1,202 user-generated content of the top 10 hotels in UK shared by guests on an online platform.

Findings

The analyses revealed nine themes in descriptions of airline travel experiences. These are “hotel amenities”, “services”, “location”, “staff”, “eco” (eco-friendly activities), “value” and “recommend/revisit” (intentions). Negative comments are associated with the “bathroom”, “mattress”, “water”, “bed”, “price”, “shower”, “Wi-Fi” and “restaurant” concepts.

Originality/value

This study differs from previous research in which it aims to address a void in the literature on the shortcomings of research focused on finding the dominant themes expressed in online reviews by tourists visiting eco-friendly hotels, and it does so using data mining approach.

Details

International Hospitality Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2516-8142

Keywords

Article
Publication date: 12 August 2022

Abdulla Al-Towfiq Hasan and Md Takibur Rahman

The purpose of this study is to explore the factors influencing customers’ revisit intentions of green hotels after the COVID-19 pandemic.

Abstract

Purpose

The purpose of this study is to explore the factors influencing customers’ revisit intentions of green hotels after the COVID-19 pandemic.

Design/methodology/approach

The study is based on the existing literatures and interviews of 404 respondents visiting hotels after the pandemic. The partial least square structural equation modeling is used to analyze the data.

Findings

The findings show that green attitude, green personality and personal norms significantly influence post-COVID-19 green hotel revisit intentions.

Practical implications

The findings of the study may be useful to hotel operators in formulating focused business strategies improving customers’ green hotel revisit intentions and coping with the new normal business environment of the hospitality industry.

Originality/value

The study presents a unique case highlighting how the hospitality business is changing after the COVID-19 pandemic. The study provides important insights for industry operators by integrating attitudes, personality and norms of the customers in examining the green hotels revisit intentions.

Details

International Journal of Tourism Cities, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2056-5607

Keywords

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